Ask These 5 Engaging Questions to Hire the Best Staff

Not sure if a potential candidate will work out in the long run? These interview questions can reveal a lot.

Hiring new staff can be a stressful process, especially in the fast-paced world of guest hospitality.

Typically, time-crunched managers only hold one round of interviews to select someone that hopefully possesses the social, physical, and practical skills required of a successful long term employee.

There’s also a lot to consider when trying to fill these roles, especially in an industry that has struggled with labor shortages. Getting quality candidates in the door, let alone willing to commit to a challenging position that can rely heavily on tips to cover wage gaps, can be tricky. This is why strategic hiring preparation, such as writing detailed job posts and calling references, can help narrow down the search.

But let’s face it: People aren’t always what they say they are on paper – they can either oversell themselves or not know how to communicate their talents. Figuring out if someone is the right fit is best discovered in actual conversation.

That’s why an effective interview is so important.

If there’s not enough time allowed for thoughtful dialogue, managers end up finding problems on the floor that they should have uncovered before offering the job. There doesn’t have to be an hour-long back-and-forth to uncover a future employee’s true potential, either.

When it comes to choosing what questions to ask, it’s all about quality, not quantity. The right questions can reveal a candidate’s hidden character and willingness to commit. They also allow managers more time to speak with more potential candidates.

Consider asking these compelling questions when conducting your next interview…

1.   What two contrasting skills do you possess that can help guests have a better experience?

This is a great opener because it doesn’t just prompt the candidate to regurgitate the typical strengths and weaknesses that they’ve probably rehearsed a hundred times. Instead, it makes them think about their unique traits and how they relate to each other in terms of guest satisfaction.

The question also inspires self reflection in a way that identifies two contrasting characteristics. For example, someone may answer that they are an introvert, which makes them very aware of what’s going on around them, while also enjoying stimulating conversation, which helps them apply what they observe to tending to guests’ needs.

2.   Out of having fun, making money, and learning new skills, what ranks from least important to most important for you and why?

Candidates may try to answer strategically with this one, and that’s okay. If a candidate aims to please and goes for “learning new skills” over money and fun, they are probably trying to demonstrate initiative, which means there might be an opportunity for upward movement in the company.

Alternatively, if they answer in a refreshingly honest way and go with “fun” or “money,” it could reveal a positive team player who could just as easily contribute a great attitude. An aim to please goes a long way with guests – and tips.

3.   If a guest complained about your service, either directly to you or to management, how would you handle the situation in three steps?

The structure of the response to this question is important. The candidate should be encouraged to stick to the “three steps” part and explain what actions would be taken in a guest conflict. This hypothetical situation and its proposed solution reveals a lot about a candidate’s temperament and conflict resolution skills.

If the response doesn’t provide enough details, the interviewer should follow up by asking for a past example of when the candidate had to resolve an uncomfortable situation that involved them personally.

4.   If you were a manager at this company, what would be your top guidelines for new staff? How would you enforce these guidelines?

This shines a light on leadership capability, and it also puts the candidate in your shoes! Thinking of rules for other employees is a great exercise in finding out what the candidate values from their own boss. It also shines a spotlight on what they expect, so hopefully any potential authority issues can make themselves known at this moment.

Creating guidelines may also give management a fresh take on things they’ve been missing when working with new staff. It’s always a good idea to get a fresh perspective about leadership from the people experiencing it firsthand.

5.   Do you have any questions for me?

This might seem like a no-brainer, but it’s a vital question that hiring managers often miss when they run out of time at the end of an interview.

It’s an essential question to pose because it shows how interested the candidate is. If they have no questions in return, they may be ready to happily accept the position – or they may just not care. Enthusiasm gets new employees through the learning curve a lot easier. Also, any questions in response about specific job requirements or responsibilities indicate the presence of critical thinking skills, which is always a plus.

Remember: Experience doesn’t dictate potential.

Keep in mind that throughout any interview, the focus should be on the individual, not their resume.

Work experience can be validated before a conversation. Instead of harping on about past job duties, seek out the feelings behind those experiences. Did candidates leave on good terms? Did they learn a lot? Of course, if there’s been a history of jumping from job to job, that should be taken into consideration when making a final decision. But the past isn’t always a great indicator of the future.

Pay attention to what’s being said, energy, and behavior for a more accurate account of your potential new employee. Someone who’s green yet shows excitement, positivity, and a willingness to learn can end up becoming a long-term team member worth more than gold.