It’s a fact that over the last 10 years, 20 percent of all new jobs created around the world have been based in hospitality and tourism, which prompts the question, how can you successfully hire the right person for the role? Manal Syriani, managing director of Way Consultants, tells us how
Recent studies show that 46 percent of all new hires fail within their first 18 months, with 80 percent of those due to attitude rather than the candidate’s inability to meet the skillset required for the job. Millennials, meanwhile, are estimated to comprise approximately 75 percent of the current job market, possessing a specific personality profile and set of aspirations when it comes to their career choices.
Taking this into account, talent acquisition is becoming increasingly challenging, specifically in the hospitality industry, where interpersonal skills are a necessity. Upgrading the selection process by placing a higher value on attracting candidates with an attitude set that matches the company’s unique culture, therefore, has become essential. Hiring the right attitude requires first defining the set of attitudes that can be considered assets, and then shifting the focus of the selection, interview and final screening process onto those attitudes.
Integrity – Individuals with high integrity possess a clear set of values that are integral to the way they handle day-to-day tasks. Integrity allows employees to identify with the company culture easily, or otherwise separate themselves from the recruitment process if their aspirations do not match the company’s goals.
Passion – Passionate individuals possess the energy and the willingness to see things through to the end. They usually direct their energy toward the development of the company and toward customer interactions. Passionate people find it easy to connect with guests and understand their needs.
Emotional awareness – People with a good level of emotional intelligence are more comfortable when dealing with conflict and stress, and are able to form positive relationships with peers and with guests. Emotionally aware individuals have an aptitude for leading teams and maintaining uniformity with individual and organizational goals.
Curiosity – Curious people are easy to train, coach and teach, as they perceive learning opportunities as chances to grow in their profession. Curious personalities are usually associated with out-of-the box thinking and positive emotions.
Hiring for attitudes is an inside-out process in which organizations need to start by adapting their internal processes to flag candidates with positive attitudes. The upgrade should address all areas of the recruitment cycle, from CV screening to interview and final selection process. Recruiters should start by clearly identifying the personality qualifications required, in addition to the technical skills, for each role in their organization.
Targeted recruitment for candidates associated with humanitarian or social groups, such as Scouts and the Red Cross, could be an added value, since these organizations share common values that foster positive attitudes. Group interviews and focus groups could be a good way of identifying how potential candidates behave in a competitive and group environment.Look to team members for referrals as they are already engaged with the company culture and would more likely recommend candidates who possess similar values.