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Best Behavioral Based Questions For Hospitality Positions
Recruiting & Staffing
Best Behavioral Based Questions For Hospitality Positions
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What are the top behavioral based questions used for five star customer service expectations?
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Forums » Topic Forums » Recruiting & Staffing » Best Behavioral Based Questions For Hospitality Positions
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Best Behavioral Based Questions For Hospitality Positions
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Best Behavioral Based Questions For Hospitality Positions
posted at 7/28/2006 5:04 AM EDT
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Posts: 57
First: 5/9/2000 Last: 3/15/2011 |
I have a buffet of "canned" questions from which I can select. Sample questions include:
* Describe what you would say if asked to talk about your service philosophy to a group of ten subordinates. * Describe a service crisis and how you would go about resolving it. * You're in a situation where deadlines and priorities change rapidily. How do you handle it? * Which is more important - a business run in a efficient, business-like, production manner - or a business run in a friendly, more unconstrained, personal style? And why? * What's the best way to get you to buy-into a difficult task or new service procedures/process? * Desribe your ideal supervisor. * Describe your ideal guest. * Do you think that guests expect a problem-free experience, or if a service problem occurs, is an efficient resolution adequate to ensure their loyalty and return to the property? I've even put a front desk/guest service agent candidate behind the desk during a job interview and role-played, with me pretending to be checking in (or out). Hope this helps. jmgstlouis@hotmail.com |
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Best Behavioral Based Questions For Hospitality Positions
posted at 8/18/2006 5:33 AM EDT
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Posts: 9
First: 7/13/2004 Last: 8/29/2006 |
Thank you, those are excellent questions.
We are revamping our behavioral questions, and I am soliciting everyone's favorite questions. If anyone has any of their favorite questions to ask, whether it is for maintenance, technical(IT, electronics), customer service, security, administrative, executive, accounting or whatever else, I'd love to see them. |
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Best Behavioral Based Questions For Hospitality Positions
posted at 8/18/2006 6:41 AM EDT
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Posts: 11
First: 8/17/2006 Last: 9/13/2006 |
Keep in mind if you are using behavioral interview questions you are interested in using a persons past experiences to predict how they will act in the future. Asking a person how they "would" handle a situation or to describe their ideal supervisor is not a behavioral interview question. You may need to revise the list of earlier questions. Looking at the list of questions already given you can change them to read:
Tell me about a time your service philosophy was different than a coworkers. What were the differences and how were they resolved? Describe your last service crisis and what you did to fix it. Tell me about the last time you were under a deadline to complete a project... These are very similar to the previous questions but you are phrasing the question to find out how they acted in a specific situation in the past to see if they have your desired competencies. These questions typically require a trained interviewer that knows how to ask good follow-up questions. Hope this helps! |
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Best Behavioral Based Questions For Hospitality Positions
posted at 8/18/2006 7:46 AM EDT
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Posts: 9
First: 7/13/2004 Last: 8/29/2006 |
Thanks for the clarification. That gives me an idea on how to follow-up and guide the open-ended questions we want to keep, into more meaningful competency related questions. A quick follow-up question requiring a demonstrative situation based on real work-environment experience will really flesh out the candidate.
As it stands now, we use a mixture of behavioral based and open-ended questioning; and I'm just trying to look for more powerful and effective questions that will apply across the broadest range of departments we hire for. Our strictly behavioral based format seems to be most effective with our technical and managerial candidates. |
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Best Behavioral Based Questions For Hospitality Positions
posted at 9/29/2006 8:32 AM EDT
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Posts: 6
First: 9/29/2006 Last: 1/10/2008 |
By now, most sophisticated candidates expect to be asked behavior-based questions, so they come prepared with canned examples. To counter this, I advise my clients to ask behavior-based questions like this:
Please list out for me, VERY BRIEFLY, three recent examples of when you did ... and then follow up on one of them. If they can list 3 recent examples, they probably are doing it on a regular basis. If they only have their one canned example, or if that same situation comes up over repeated behavioral questions, odds are they are not that proficient at the underlying skill. I hope this helps. - Steve Torkel, Ph.D. Torkel Research www.torkelresearch.com |
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