Hospitality Sector Employer Toolkit · Æ Career Invitation: Not your typical job posting, a career...
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In partnership with Hospitality Sector Employer Toolkit
Transcript of Hospitality Sector Employer Toolkit · Æ Career Invitation: Not your typical job posting, a career...
In partnership with
Hospitality Sector Employer Toolkit
i
Table of Contents
Overview ...................................................................................................... 1
Common Employability Skills ..................................................................2
Career Invitation ........................................................................................3
Competency-Based Hiring Best Practices ...........................................4
CES and Lifelong Learning .....................................................................5
Appendix ...................................................................................................6
1
OverviewThe hospitality industry continues to post solid job gains and is quickly becom-ing a hot industry for job seekers. The Bureau of Labor Statistics projects 328 million hospitality jobs by 2022, which will account for 10 percent of the U.S. workforce. However, recruitment and selection remain a challenge for hos-pitality employers. Many restaurant and hotel owners struggle to find right-fit candidates for open positions, which can seriously impede the growth and profitability of their business.
The American Hotel & Lodging Association (AHLA) and the National Restaurant Association Educational Foundation (NRAEF), through support from the National Network of Business and Industry Associations (National Network), have partnered to define Common Employability Skills (CES) for the hospitality sector and to develop tools to assist employers in identifying these skills in potential recruits during the selection and hiring process.
While traditional assessments measure a candidate’s technical skills as they relate to job tasks, measuring non-technical, or soft skills, presents more of a challenge. These skills, however, are crucial for anyone working in the hospitality industry. The toolkit presented here offers guidance on how to attract, identify, and hire applicants with a high HQ, or hospitality quotient. HQ is the combined personal attributes and professional competencies that contribute to an individual’s success in a hospitality workplace.
The toolkit includes:
Æ Common Employability Skills (CES): Fourteen (14) essential competencies for the hospitality sector
Æ Career Invitation: Not your typical job posting, a career invitation is a broad look at hospitality and what it means to be a part of this dynamic industry
Æ Competency-Based Hiring Best Practices: A guide to selection and hiring for Hospitality Sector CES
2
Common Employability SkillsPersonal Effectiveness Competencies
Interpersonal Skills—Displaying the skills to work effectively with others from diverse backgrounds
Æ Demonstrating sensitivity/empathy: Demonstrate sensitivity to the needs and feelings of others
ÆMaintaining effective relationships: Communicate effectively with others using verbal and nonverbal cues.
Æ Respective and valuing diversity: Interact respectfully and cooperatively with others who are of a different race, religion, national origin, disability, color, age, medical condition, marital, veteran, or citizenship status, sexual orientation, etc.
Professionalism—Maintaining a courteous, conscientious, and businesslike manner in the workplace
Æ Displaying a professional appearance: Maintain appropriate personal hygiene and grooming.
ÆMaintaining a positive attitude: Demonstrate a positive attitude toward work.
Æ Exhibiting patience and resilience: Respond in a positive and respectful manner in difficult situations.
Dependability and Reliability—Displaying responsible behaviors at work
Æ Fulfilling obligations: Display responsibility in fulfilling obligations.
Æ Practicing attendance and punctuality: Come to work on time and prepared to work as scheduled.
Æ Following directions: Comply with organizational rules, policies, and procedures.
Adaptability and Willingness to Learn—Demonstrating the importance of learning new information for both current and future problem solving and decision making
Æ Using change as a learning opportunity: Treat unexpected circumstances as opportunities to learn.
Æ Incorporating on-the-job training and life experiences: Desire and show a willingness to embrace new assignments, procedures, and technologies to improve work performance.
Workplace Competences
Customer Focus—Efficiently and effectively addressing the needs of clients/customers
Æ Demonstrating a desire to serve: Be pleasant, courteous, and professional when engaging with internal or external customers.
Teamwork—Working cooperatively with others to complete work assignments
Æ Establishing productive relationships: Respond appropriately to positive and negative feedback.
ÆMeeting team objectives: Work as part of a team contributing to the group’s efforts to achieve goals.
3
Career InvitationBecome a Hospitality Hero
What does hospitality mean to you? Hospitality is much more than a meal or a place to sleep away from home—it’s an invitation to share an unforgettable experience. The hospitality industry is in the business of people, serving our guests and offering lifelong careers to our employees. Hospitality businesses power the nation’s economy and provide opportunities to small business owners.
Is Hospitality for You?
A hospitality employee has a heart for service. In your role, you have the responsibility and privilege to affect lives every day. You thrive in a fast-paced, high guest contact environment. You enjoy working with others and are passionate about guest service.
What Are the Opportunities?
A job in hospitality can be a stepping stone or a lifelong career—where it takes you is up to you! You will encounter opportunities for personal growth and career advancement at every turn. More than half of hospitality department managers and many general managers started their careers in hourly, entry-level positions and moved their way up the ranks.
Let’s Get Started
Join the talented team of hospitality heroes who deliver unparalleled memorable experiences to guests around the world. Your story could begin here…
4
Recruitment
Extend a career invitation. Go beyond posting a traditional job description to engage job seekers by offering them a glimpse of the opportunities inherent in the field of hospitality. In addition to elevating the industry in the eyes of potential applicants, this approach begins to answer the question, “What’s in it for me?”
Model the behaviors you wish to see. The HR recruiter is an ambassador for your organization and must embody the characteristics you want your ideal candidate to possess. To the applicant, the recruiter is the external face of and often the first contact they have with your organization.
Select right-fit candidates. The goal of the selection and hiring process is not simply to fill a role; it is to match the applicant’s competencies to the position where they will be most effective.
Use your most valuable resource—your employees. If you have stand-out employees, chances are they know someone who could become your next star employee. Ask for recommendations from current staff, and offer a reward for successful referrals.
Interview
Show respect for the interviewee. Arrive on time to the interview, and set aside uninterrupted time to spend with the applicant.
Utilize the multiple interviewer approach. Whenever possible, use multiple interviewers to gain a variety of perspectives on job candidates. Whether you use a panel interview or a series of mini-interviews, try to divide and conquer by asking each interviewer to focus on a specific area or set of competencies. This will provide minimal overlap with maximum coverage.
Define the organization’s commitment to the employee. Beyond the skills needed for a particular
role, candidates are interested in the qualities necessary to succeed in an organization, opportunities for training and development, and career growth. How will your organization help the employee succeed for the time he or she is with your company?
Find out what the candidate hopes to gain from your organization. Are the candidate’s needs consistent with your organization’s mission, values, and prospects? This is an opportunity for both the employer and the applicant to self-select out of the process.
Observe the candidate outside of a traditional interview environment. Although this step takes some extra time, it offers invaluable insight into a candidate’s behavior and potential fit with your organization. If time permits, take the
applicant on a tour of the organization to see how he or she interacts with staff and guests.
An applicant who is impolite or does not acknowledge a server or bell attendant, or one
who seems ill at ease in the hustle and bustle of a busy back-of-the-house area, may not be
a right fit for your organization or team.
Use behavioral and scenario-based interview questions to solicit thoughtful responses. Applicants may talk around an issue or deflect the question altogether. Be direct and persistent; you may have to ask a question several different ways to arrive at a clear answer. Ask for clarification and probe deeper if required.
Refer to the Appendix for a behavioral interview tool. This easy-to-reference table outlines each Hospitality Sector CES competency, its corresponding observable behaviors, and
behavioral or scenario-based interview questions (with sample things to “listen for”) designed to measure the competency in individual interviewees. The notes column provides a place for interviewers to job down their impressions of the candidates.
Competency-Based Hiring Best PracticesWe recognize that every organization has hiring and selection policies and procedures in place. The best practices listed here are intended specifically to guide employers in hiring for the CES identified in this toolkit.
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CES and Lifelong LearningIn addition to providing ample opportunities for internal growth, hospitality can be a launching point for careers in a variety of industries, and the CES competencies are not only essential building blocks for a career in hospitality but provide a payoff for the employee on a personal level. Proficiency in these areas, combined with hospitality industry experience, will provide many pathways to success. The following table shows each competency and its corresponding life skill, or personal reward. Use these as talking points in the selection and hiring process, as well as in ongoing career conversations throughout an employee’s tenure in your organization.
Competency Personal Payoff
Sensitivity/Empathy Increased self-worth and patience; a greater understanding of others’ needs and feelings
Effective Relationships Greater influence and input in decision making; networking opportunities
Respect for Diversity Leadership qualities; influence; ability to build strong teams; ability to coach others
Professional Appearance Self-confidence; respect from others
Positive Attitude Improved health and wellness; strengthened relationships
Patience and Resilience Kindness; independence; resourcefulness and adaptability
Fulfilling Obligations Trustworthiness; pride in accomplishments
Attendance and Punctuality Reliability
Following Directions Accountability; commitment
Willingness to Learn Personal and professional growth; self-improvement
Desire to Serve Initiative; reputation
Teamwork Self-awareness; maturity; achievement; promotion
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Ap
pen
dix
Co
mp
eten
cyO
bse
rvab
le
Beh
avio
rsB
ehav
iora
l In
terv
iew
Qu
esti
on
sN
ote
s
Sen
siti
vity
/E
mp
ath
yM
ake
s d
ire
ct
eye
c
on
tac
t; s
mile
s w
he
n
app
rop
riat
e
Ap
pe
ars
acc
ess
ible
an
d o
pe
n
Loo
ks in
tere
ste
d;
no
ds
in a
gre
em
en
t
Tell
me
ab
ou
t a
tim
e w
he
n y
ou
we
re p
rou
d o
f yo
ur
abili
ty t
o
rec
og
niz
e h
ow
an
oth
er
pe
rso
n f
ee
ls. D
esc
rib
e h
ow
yo
u w
ere
ab
le t
o “
read
” th
e o
the
r p
ers
on
.
List
en f
or:
eff
ec
tive
co
mm
un
icat
ion
; ab
ility
to
pu
t yo
urs
elf
in
to t
he
oth
er
pe
rso
n’s
sh
oe
s; a
bili
ty t
o s
po
t ve
rbal
an
d
no
nve
rbal
cu
es
as t
o h
ow
th
e o
the
r p
ers
on
is f
ee
ling
.
De
scri
be
a t
ime
wh
en
yo
u h
ad t
o t
ell
som
eo
ne
diffi
cu
lt n
ew
s.
Ho
w d
id y
ou
go
ab
ou
t it
?
List
en f
or:
pre
par
ing
fo
r th
e d
isc
uss
ion
; ke
ep
ing
fe
ed
bac
k c
on
stru
cti
ve;
exp
lain
ing
an
y fo
llow
-up
me
asu
res;
mak
ing
su
re t
he
pe
rso
n u
nd
ers
tan
ds;
ke
ep
ing
em
oti
on
s in
ch
ec
k.
Giv
e m
e a
n e
xam
ple
of
wh
en
yo
u h
ad t
o m
ake
a d
ec
isio
n in
fa
vor
of
you
rse
lf o
r so
me
on
e e
lse
. Wh
at w
ere
yo
ur
tho
ug
hts
an
d f
ee
ling
s?
List
en f
or:
se
lf-a
war
en
ess
; g
en
uin
e c
arin
g;
co
mp
assi
on
an
d
init
iati
ve in
ass
isti
ng
oth
ers
7
Co
mp
eten
cyO
bse
rvab
le
Beh
avio
rsB
ehav
iora
l In
terv
iew
Qu
esti
on
sN
ote
s
Eff
ec
tive
R
ela
tio
nsh
ips
Spe
aks
we
ll o
f c
urr
en
t/fo
rme
r c
ow
ork
ers
an
d
lead
ers
; d
oe
s n
ot
mak
e n
eg
ativ
e
co
mm
en
ts a
bo
ut
cu
rre
nt/
form
er
wo
rk
en
viro
nm
en
t
Co
mm
un
icat
es
cle
arly
an
d
eff
ec
tive
ly;
ch
oo
sin
g
wo
rds
wit
h c
are
Tell
of
a ti
me
wh
en
yo
ur
acti
ve li
ste
nin
g s
kills
re
ally
pai
d o
ff.
List
en f
or:
un
de
rsta
nd
ing
th
e im
po
rtan
ce
of
bu
ildin
g
rap
po
rt a
nd
re
lati
on
ship
s; t
rust
.
Giv
e m
e a
n e
xam
ple
of
a ti
me
wh
en
yo
u s
uc
ce
ssfu
lly
co
mm
un
icat
ed
wit
h a
no
the
r p
ers
on
eve
n w
he
n t
hat
ind
ivid
ual
m
ay n
ot
hav
e p
ers
on
ally
like
d y
ou
(o
r vi
ce
ve
rsa)
.
List
en f
or:
ab
ility
to
co
mm
un
icat
e w
ith
oth
ers
re
gar
dle
ss
of
diff
ere
nc
es;
un
de
rsta
nd
ing
th
at e
very
on
e m
ust
wo
rk
tog
eth
er
tow
ard
a c
om
mo
n g
oal
Tell
me
ab
ou
t a
tim
e w
he
n y
ou
had
to
exp
lain
so
me
thin
g f
airl
y c
om
ple
x to
a c
ow
ork
er
or
gu
est
. Ho
w d
id y
ou
han
dle
th
is
situ
atio
n?
List
en f
or:
eff
ec
tive
co
mm
un
icat
ion
str
ate
gie
s; p
atie
nc
e
Re
spe
ct
for
Div
ers
ity
Tre
ats
all s
taff
wit
h
resp
ec
t, r
eg
ard
less
of
the
ir s
tatu
s, p
osi
tio
n,
age
, ge
nd
er,
etc
.
Re
spo
nd
s in
a
lan
gu
age
th
at is
re
spe
ctf
ul a
nd
ap
pro
pri
ate
Re
co
gn
ize
s o
wn
bia
ses
and
as
sum
pti
on
s
Pro
vid
e a
n e
xam
ple
of
wh
en
yo
u w
ork
ed
wit
h o
r h
elp
ed
so
me
bo
dy
fro
m a
diff
ere
nt
cu
ltu
re o
r b
ackg
rou
nd
to
yo
ur
ow
n.
Wh
at d
id y
ou
do
an
d w
hat
did
yo
u s
ay?
List
en f
or:
lear
nin
g a
bo
ut
the
cu
ltu
re;
resp
ec
tin
g
diff
ere
nc
es;
fle
xib
ility
; p
atie
nc
e;
po
lite
ne
ss
Hav
e y
ou
eve
r h
ad t
o h
and
le a
sit
uat
ion
wh
en
a c
olle
agu
e
or
gu
est
did
no
t ac
ce
pt
a p
ers
on
fro
m a
no
the
r c
ult
ure
or
bac
kgro
un
d?
Ho
w d
id y
ou
do
th
is?
List
en f
or:
re
mai
nin
g c
alm
an
d r
esp
ec
tfu
l; d
iffu
sin
g t
he
si
tuat
ion
; re
ferr
ing
se
rio
us
cas
es
to H
R, m
anag
em
en
t, o
r se
cu
rity
as
ne
ed
ed
Tell
me
ab
ou
t a
tim
e t
hat
yo
u c
han
ge
d y
ou
r st
yle
in o
rde
r to
w
ork
eff
ec
tive
ly w
ith
th
ose
wh
o w
ere
diff
ere
nt
fro
m y
ou
.
List
en f
or:
aw
are
ne
ss o
f o
wn
bia
ses;
fle
xib
ility
an
d
adap
tab
ility
; p
atie
nc
e;
eff
ec
tive
co
mm
un
icat
ion
8
Co
mp
eten
cyO
bse
rvab
le
Beh
avio
rsB
ehav
iora
l In
terv
iew
Qu
esti
on
sN
ote
s
Pro
fess
ion
al
Ap
pe
aran
ce
Dis
pla
ys g
oo
d
pe
rso
nal
hyg
ien
e a
nd
g
roo
min
g
Dre
sse
s ap
pro
pri
ate
ly
to t
he
sit
uat
ion
Use
s ap
pro
pri
ate
b
od
y la
ng
uag
e
Tell
me
ab
ou
t a
tim
e w
he
n y
ou
had
to
we
ar a
un
ifo
rm f
or
sch
oo
l or
wo
rk in
th
e p
ast.
Ho
w d
id y
ou
fe
el a
bo
ut
it?
List
en
fo
r: r
esp
ec
t fo
r ru
les
and
re
gu
lati
on
s; p
rid
e in
on
e’s
ap
pe
aran
ce
; p
rid
e in
th
e o
rgan
izat
ion
Hav
e y
ou
eve
r h
ad a
se
rvic
e e
xpe
rie
nc
e w
he
re y
ou
we
re
co
nc
ern
ed
ab
ou
t th
e c
lean
line
ss o
f th
e e
stab
lish
me
nt
or
the
st
aff?
Ho
w d
id t
hat
fe
el,
and
wh
at c
ou
ld b
e d
on
e t
o im
pro
ve
the
sit
uat
ion
?
List
en
fo
r: r
esp
ec
t fo
r h
ygie
nic
pra
cti
ce
s; u
nd
ers
tan
din
g o
f th
e n
ee
d f
or
hyg
ien
e in
th
e h
osp
ital
ity
ind
ust
ry
Po
siti
ve
Att
itu
de
Dis
pla
ys c
on
fid
en
ce
an
d h
on
est
y
Ap
pe
ars
ge
nu
ine
; n
ot
“pu
ttin
g o
n a
sh
ow
”
Tell
me
ab
ou
t a
tim
e in
a p
ast
assi
gn
me
nt
wh
ere
yo
u w
ere
d
oin
g s
om
eth
ing
inc
orr
ec
tly
and
a m
anag
er
let
you
kn
ow
th
at?
H
ow
did
yo
u r
eac
t?
List
en f
or:
hu
mili
ty;
will
ing
ne
ss t
o le
arn
; ac
ce
pti
ng
c
on
stru
cti
ve f
ee
db
ack
Wh
at is
yo
ur
mo
tiva
tio
n f
or
wan
tin
g t
o le
ave
yo
ur
cu
rre
nt
po
siti
on
?
List
en f
or:
ho
ne
sty;
de
sire
fo
r p
ers
on
al a
nd
pro
fess
ion
al
gro
wth
Ho
w w
ou
ld y
ou
de
scri
be
th
e p
erf
ec
t w
ork
en
viro
nm
en
t fo
r yo
u? Li
sten
fo
r: s
elf
-aw
are
ne
ss;
co
nn
ec
tio
n t
o c
om
pan
y c
ult
ure
; w
ork
ing
on
a t
eam
; e
mp
ow
eri
ng
an
d p
osi
tive
9
Co
mp
eten
cyO
bse
rvab
le
Beh
avio
rsB
ehav
iora
l In
terv
iew
Qu
esti
on
sN
ote
s
Pat
ien
ce
an
d
Re
silie
nc
eD
oe
s n
ot
be
co
me
an
no
yed
or
flu
ste
red
d
uri
ng
th
e in
terv
iew
An
swe
rs p
rob
ing
or
diffi
cu
lt q
ue
stio
ns
wit
h g
rac
e a
nd
p
atie
nc
e
Wh
at a
re y
ou
r “h
ot
bu
tto
n”
issu
es?
Wh
at a
nn
oys
yo
u?
List
en f
or:
so
luti
on
-ori
en
ted
th
inki
ng
; ab
ility
to
wo
rk
thro
ug
h d
iffic
ult
sit
uat
ion
s
Ho
w w
ou
ld y
ou
re
spo
nd
if y
ou
we
re t
rain
ing
a n
ew
em
plo
yee
an
d h
ad t
o s
ho
w t
he
m s
om
eth
ing
fo
ur
tim
es?
List
en
fo
r: p
atie
nc
e;
adap
tin
g t
he
ap
pro
ach
; e
ffe
cti
ve
co
mm
un
icat
ion
Oc
cas
ion
ally
ou
r w
ork
is ju
dg
ed
or
cri
tic
ize
d u
nfa
irly
or
ou
r in
ten
t is
mis
un
de
rsto
od
. Can
yo
u t
ell
me
ab
ou
t a
rec
en
t si
tuat
ion
th
at fi
ts t
his
de
scri
pti
on
? H
ow
did
yo
u r
eac
t?
List
en f
or:
ab
ility
to
se
par
ate
pe
rso
nal
fe
elin
gs
fro
m
pro
fess
ion
al a
ch
ieve
me
nts
; ke
ep
ing
cal
m u
nd
er
pre
ssu
re;
de
sire
to
lear
n f
rom
mis
take
s
Fulfi
llin
g
Ob
ligat
ion
sTa
kes
resp
on
sib
ility
fo
r o
wn
ac
tio
ns/
wo
rk
Tell
me
ab
ou
t a
tim
e y
ou
r w
ork
day
en
de
d b
efo
re y
ou
we
re a
ble
to
fin
ish
yo
ur
task
.
List
en f
or:
ab
ility
to
pri
ori
tize
; c
om
mit
me
nt
to t
ask;
eff
ec
tive
c
om
mu
nic
atio
n w
ith
th
e t
eam
Tell
me
ab
ou
t a
tim
e w
he
n p
ers
on
al is
sue
s p
ulle
d y
ou
aw
ay
fro
m w
ork
an
d h
ow
yo
u h
and
led
it.
List
en f
or:
eff
ec
tive
co
mm
un
icat
ion
wit
h c
ow
ork
ers
an
d
man
age
me
nt
to e
nsu
re w
ork
is c
om
ple
ted
Ho
w h
ave
yo
u r
eac
ted
to
a c
olle
agu
e w
ho
re
gu
larl
y le
ts t
he
te
am d
ow
n?
List
en f
or:
mak
ing
su
re p
erf
orm
anc
e e
xpe
cta
tio
ns
are
c
lear
; o
ffe
rin
g p
osi
tive
fe
ed
bac
k w
he
n p
oss
ible
; st
ayin
g
co
nn
ec
ted
as
a te
am t
o e
nsu
re o
vera
ll g
oal
s ar
e m
et
10
Co
mp
eten
cyO
bse
rvab
le
Beh
avio
rsB
ehav
iora
l In
terv
iew
Qu
esti
on
sN
ote
s
Att
en
dan
ce
an
d
Pu
nc
tual
ity
Arr
ive
s o
n t
ime
to
th
e in
terv
iew
Is c
om
po
sed
an
d
pre
par
ed
to
an
swe
r q
ue
stio
ns
Is t
he
re a
nyt
hin
g t
hat
will
pro
hib
it y
ou
fro
m c
on
sist
en
tly
co
min
g t
o w
ork
on
tim
e, e
very
day
of
the
we
ek
you
are
sc
he
du
led
an
d p
utt
ing
in a
fu
ll d
ay’s
wo
rk f
or
a fu
ll d
ay’s
pay
?
List
en f
or:
re
spo
nsi
bili
ty f
or
ow
n a
cti
on
s; c
om
mit
me
nt
Eve
ryb
od
y m
isse
s w
ork
so
me
tim
es.
Wh
at a
re s
om
e le
git
imat
e
reas
on
s to
mis
s w
ork
?
List
en f
or:
pro
fess
ion
alis
m;
mat
uri
ty;
dis
ce
rnm
en
t
Follo
win
g
Dir
ec
tio
ns
Follo
ws
all d
ire
cti
on
s in
th
e a
pp
licat
ion
an
d in
terv
iew
p
roc
ess
Som
eti
me
s it
is n
ec
ess
ary
to s
tric
tly
follo
w r
ule
s an
d p
olic
ies.
G
ive
me
an
exa
mp
le o
f a
tim
e w
he
n y
ou
we
re e
xpe
cte
d t
o a
ct
acc
ord
ing
to
po
licy
eve
n w
he
n it
was
no
t c
on
ven
ien
t. W
hat
did
yo
u d
o?
List
en f
or:
re
spe
ct
for
rule
s o
r p
rac
tic
es;
ab
ility
to
pu
t p
ers
on
al f
ee
ling
s as
ide
; c
om
mit
me
nt
to t
ask
Tell
me
ab
ou
t a
tim
e y
ou
we
re r
igh
t b
ut
still
had
to
fo
llow
in
stru
cti
on
s.
List
en f
or:
co
mp
leti
on
of
task
; lo
oki
ng
fo
r ap
pro
pri
ate
tim
e
to r
aise
co
nc
ern
s; k
ee
pin
g c
ow
ork
ers
mo
tiva
ted
11
Co
mp
eten
cyO
bse
rvab
le
Beh
avio
rsB
ehav
iora
l In
terv
iew
Qu
esti
on
sN
ote
s
Will
ing
ne
ss t
o
Lear
nA
sks
abo
ut
pro
fess
ion
al
de
velo
pm
en
t o
pp
ort
un
itie
s
Exp
ress
es
exc
ite
me
nt
abo
ut
lear
nin
g n
ew
sk
ills/
task
s
Wh
at a
re y
ou
r st
and
ard
s o
f su
cc
ess
/go
als
for
a jo
b?
List
en f
or:
se
lf-m
oti
vati
on
; m
ee
tin
g a
nd
exc
ee
din
g
co
mp
any
ob
jec
tive
s
Wh
at w
ill it
tak
e t
o a
ttai
n y
ou
r g
oal
s, a
nd
wh
at s
tep
s h
ave
yo
u
take
n t
ow
ard
att
ain
ing
th
em
?
List
en f
or:
co
nc
rete
str
ate
gie
s o
r p
lan
s; a
war
en
ess
of
skill
g
aps
and
str
en
gth
s
Wh
at w
ou
ld y
ou
like
to
lear
n/g
ain
by
taki
ng
th
is jo
b?
List
en f
or:
en
gag
em
en
t; m
oti
vati
on
; e
xpe
cta
tio
ns
in li
ne
w
ith
co
mp
any
Giv
e m
e a
n e
xam
ple
of
wh
en
yo
u d
id n
ot
kno
w e
no
ug
h a
bo
ut
som
eth
ing
to
be
eff
ec
tive
. Wh
at d
id y
ou
do
ab
ou
t it
?
List
en f
or:
se
lf-m
oti
vati
on
; w
illin
gn
ess
to
lear
n n
ew
tas
ks;
fle
xib
ility
; ab
ility
to
ad
mit
on
e’s
fau
lts
12
Co
mp
eten
cyO
bse
rvab
le
Beh
avio
rsB
ehav
iora
l In
terv
iew
Qu
esti
on
sN
ote
s
De
sire
to
Se
rve
(C
ust
om
er
Foc
us)
List
en
s ac
tive
ly
Is a
ble
to
vie
w
situ
atio
ns
fro
m
ano
the
r’s
pe
rsp
ec
tive
Off
ers
so
luti
on
-o
rie
nte
d r
esp
on
ses
De
scri
be
a s
itu
atio
n w
he
re y
ou
had
to
han
dle
an
an
gry
c
ust
om
er.
Wh
at d
id y
ou
say
/Ho
w d
id y
ou
ac
t?
List
en f
or:
tak
ing
re
spo
nsi
bili
ty f
or
situ
atio
n r
eg
ard
less
of
wh
o w
as t
o b
lam
e;
off
eri
ng
way
s to
re
solv
e t
he
pro
ble
m
It is
tim
e f
or
you
r b
reak
, bu
t a
gu
est
co
me
s u
p t
o y
ou
wit
h a
q
ue
stio
n. W
hat
do
yo
u d
o?
List
en f
or:
co
mm
itm
en
t to
he
lpin
g r
eso
lve
th
e g
ue
st’s
in
qu
iry;
cre
ativ
e p
rob
lem
so
lvin
g;
team
wo
rk
Pro
vid
e a
n e
xam
ple
of
a ti
me
wh
en
yo
u h
ave
go
ne
ab
ove
an
d
be
yon
d f
or
a c
ust
om
er.
Wh
at w
as t
he
ou
tco
me
?
List
en f
or:
de
sire
to
de
ligh
t th
e g
ue
st;
he
art
for
serv
ice
; c
reat
ive
pro
ble
m s
olv
ing
; te
amw
ork
De
scri
be
a s
itu
atio
n w
he
n y
ou
we
re g
ive
n o
uts
tan
din
g
cu
sto
me
r se
rvic
e.
List
en f
or:
un
de
rsta
nd
ing
wh
at m
ake
s an
exc
ep
tio
nal
gu
est
e
xpe
rie
nc
e
13
Co
mp
eten
cyO
bse
rvab
le
Beh
avio
rsB
ehav
iora
l In
terv
iew
Qu
esti
on
sN
ote
s
Team
wo
rkE
xpre
sse
s e
nth
usi
asm
ab
ou
t c
on
trib
uti
ng
to
yo
ur
team
or
org
aniz
atio
n
De
scri
be
yo
ur
mo
st r
ec
en
t g
rou
p e
ffo
rt.
List
en
fo
r: c
olla
bo
rati
on
; c
on
trib
uti
on
to
th
e g
rou
p;
eff
ec
tive
ne
ss;
ou
tco
me
s; s
uc
ce
sse
s an
d le
sso
ns
lear
ne
d
De
scri
be
a s
itu
atio
n w
he
re o
the
rs y
ou
we
re w
ork
ing
wit
h o
n a
p
roje
ct
dis
agre
ed
wit
h y
ou
r id
eas
. Wh
at d
id y
ou
do
?
List
en
fo
r: c
olla
bo
rati
on
an
d c
om
mu
nic
atio
n;
will
ing
ne
ss t
o
try
diff
ere
nt
app
roac
he
s; w
illin
gn
ess
to
ad
mit
th
at y
ou
may
b
e w
ron
g;
cre
ativ
e p
rob
lem
so
lvin
g;
fle
xib
ility
; p
utt
ing
th
e
ne
ed
s o
f th
e t
eam
an
d p
roje
ct
abo
ve o
ne
’s o
wn
Giv
e m
e a
n e
xam
ple
of
on
e o
f th
e m
ost
sig
nifi
can
t c
on
trib
uti
on
s yo
u m
ade
as
a m
em
be
r o
f a
team
.
List
en
fo
r: p
rid
e in
ac
co
mp
lish
me
nt;
me
eti
ng
te
am g
oal
s an
d o
bje
cti
ves
