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Case Study

Lisa Cruz, the HR manager of Hotel Paris, must design a new employee interview system to support the hotel's competitive strategy of providing superior guest service. The current interview practices of hotel managers vary widely in quality and structure. Lisa receives approval to create standardized interview packages for key roles. She and her team develop behavioral and situational questions for positions like front desk clerk and assistant manager focused on how candidates have handled challenges. Their goal is to identify competencies and behaviors that will improve guest satisfaction and achieve strategic goals.

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399 views4 pages

Case Study

Lisa Cruz, the HR manager of Hotel Paris, must design a new employee interview system to support the hotel's competitive strategy of providing superior guest service. The current interview practices of hotel managers vary widely in quality and structure. Lisa receives approval to create standardized interview packages for key roles. She and her team develop behavioral and situational questions for positions like front desk clerk and assistant manager focused on how candidates have handled challenges. Their goal is to identify competencies and behaviors that will improve guest satisfaction and achieve strategic goals.

Uploaded by

kal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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HOTEL PARIS CASE

The New Interviewing Program The Hotel Paris s competitive strategy


is To use superior guest service to differentiate the Hotel Paris
properties, and to thereby increase the length of stay and return rate of
guests, and thus boost revenues and profitability. HR manager Lisa Cruz
must now formulate functional policies and activities that support this
competitive strategy by eliciting the required employee behaviors and
competencies. One thing that concerned Lisa Cruz was the fact that the
Hotel Paris s hotel managers varied widely in their interviewing and
hiring skills. Some were quite effective; most were not. Furthermore, the
company did not have a forma
employment interview training program, nor, for that matter, did it have
standardized interview packages that hotel managers around the world
could use. As an experienced HR professional, Lisa knew that the
company s new testing program would go only so far. She knew that, at
best, employment tests explained perhaps 30% of employee
performance. It was essential that she and her team design a package of
interviews that her hotel managers could use to assess on an interactive
and personal basis candidates for various positions. It was only in that
way that the hotel could hire the sorts of employees whose competencies
and behaviors would translate into the kind
of outcomes such as improved guest services that the hotel required to
achieve its strategic goals. Lisa receives budgetary approval to design a
new employee interview system. She and her team start by reviewing the
job descriptions and job specifications for the positions of frontdesk
clerk, assistant manager, security guard, valet/door person, and
housekeeper. Focusing on developing structured interviews for each
position, the team sets about devising interview questions. For example,
for the front-desk clerk and assistant manager, they formulate several
behavioral questions, including, Tell me about a time when you had to
deal with an irate person, and what you did. And, Tell me about a time
when you had to deal with several conflicting demands at once, such as
having to study for several final exams while at the same tim
7 INTERVIEWING CANDIDATES 233 of outcomes such as improved
guest services that the hotel required to achieve its strategic goals. Lisa
receives budgetary approval to design a new employee interview system.
She and her team start by reviewing the job descriptions and job
specifications for the positions of frontdesk clerk, assistant manager,
security guard, valet/door person, and housekeeper. Focusing on
developing structured interviews for each position, the team sets about
devising interview questions. For example, for the front-desk clerk and
assistant manager, they formulate several behavioral questions,
including, tell me about a time when you had to deal with an irate
person, and what you did. And, Tell me about a time when you had to
deal with several conflicting demands at once, such as having to study
for several final exams while at the same time having to work. How did
you handle the situation? They also developed a number of situational
questions, including, suppose you have a very pushy incoming guest
who insists on being checked in at once, while at the same time you’re
trying to process the checkout for another guest who must be at the
airport in 10 minutes. How would you handle the situation?
Questions
1. For the job of security guard or valet, develop five situational, five
behavioral, and five job knowledge questions, with descriptive
good/average/poor answers.

Situational Question
1) How do you manage a particularly daunting problem like a theft
or an act of vandalism?
I am trained to remain calm at all times and to get to the root of the matter. If I get the
opportunity to catch the culprit, I deal with him or her as the law dictates.
2) How do you handle if the boss is wrong?
I made sure to speak to him in private
3) How would you react if a colleague was not contributing towards
the job?
4) Where do you feel you are least experienced professionally and
personally in relation to this post?
5) Give me an example of a time when you have worked in a stressful
environment and how you coped.

Behavioral Question
1) How do you manage working the night shift?
2) Tell me about a time when you were faced with problems or
stresses at work that tested your coping skills. What did you do?
3) What have you learned from mistakes you’ve made on the job?
4) Tell me about a time when you had to adapt to a difficult situation.
What did you do?
5) Tell me about a conflict with a co-worker and how you resolve it?

Job Knowledge Questions


1) What is the meaning of Information Security Incidents?
2) What do you mean by policy and security?
3) What are key tasks for Security guard?
4) In what specific areas do you need to expand your knowledge to
become more proficient at this job?
5) Describe a recent occasion when you used your knowledge of the
internal structure, within your company, to answer complex questions
about the organization?

2. Combine your questions into a complete interview that you would


give to someone who must interview candidates for these jobs.

1) Tell me about yourself.


2) What is your greatest strength?
3) How do you manage a particularly daunting problem like a theft or
an act of vandalism?
4) How would you react if a colleague was not contributing towards
the job?
5) What do you mean by policy and security?
6) How do you manage working the night shift?
7) What are key tasks for Security guard?
8) What have you learned from mistakes you’ve made on the job?
9) How do you handle stress and pressure?
10) Why should we hire you?
BRIGHT SPARK
Complete Question

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