Make Your Resume Walk the Talk

Resumes that highlight action and accomplishment score over resumes that list tasks and duties

Every business exists for a reason: Profits. From an employer’s perspective, an employee is an investment. Think about when you last made an investment. What were the two things you actively sought?

Performance – You want your investment to outperform the market and deliver handsome returns.

Reliability – You do extensive research, demand facts and statistical data, to make sure you don’t buy into a bunch of lies or hype.

For the prospective employer, your abilities often remain a gray area – unless your resume does a good job of selling your work-related accomplishments.

Good is not good enough

The hospitality industry is changing. Gone are the days when ‘chocolates on the pillow’ was considered ‘service’. Guests today seek real insight into their needs. They want an exceptional experience. To deliver that experience, the industry needs exceptional people.

The average resume lists qualifications, positions held, duties and responsibilities. But the hiring manager isn’t excited by a bunch of job descriptions. They want to know, in clear and measurable terms, how you can benefit the organization. Did you find a way to cut costs, save time, increase bookings or improve guest experience? Did you set an example for your peers?

Employers want people that take the initiative and make a difference in their own capacity. They might not expect miracles- but they do want people that surpass the norm in identifiable ways. Consider this example from a typical resume listing tasks and responsibilities:

Let’s reword this section with action-phrases highlighting key accomplishments:

Almost every bartender has to deal with the issues discussed above. Perhaps there are other candidates that achieved comparable or better results in a similar capacity- but the employer wouldn’t know unless they’re told about it.

You can position yourself as a go-getter by highlighting action-phrases and accomplishments in your resume. However, if your resume is a long list of duties and responsibilities, you come across as a passive worker who merely ‘does what’s asked.’ That might be the reason why your current resume isn’t getting the attention it deserves.

“Forget the overused phrases. Stay clear of generic or broad phrases like ‘hard worker’ or ‘good customer service skills’. Offer specific accomplishments and skills to impress me.’’- John Brown, Director of Catering at Hilton Hotels, quoted from ‘Winning Resumes’ by Robin Ryan

Put their Needs First
Employers don’t just need positions filled. They need people that deliver results.

They don’t care that you ‘handled guest complaints’ as a Front Office Manager. Instead, talk about how you were actively involved with instituting a nationwide Tracking System, which helped with identifying guest preferences in terms of amenities and service standards. If the company achieved significant revenue growth during your tenure, talk about the part you played in it.

You can make your resume more appealing by directly addressing the employer’s special needs. Are they looking to expand with new restaurants? Are they interested in improving customer service, or are they concerned about high costs?

“Identify a problem and say how you corrected it….Try to focus on ‘before’ and ‘after’ examples’’, advises Pat Criscito in ‘e-Resumes – A guide to successful online job hunting’. It doesn’t take lies or exaggeration to make a favorable impression. What employers want is someone who puts the company’s interests first.

Make Your Resume Believable

For the hiring manager, your resume is a marketing pitch. Steer clear of adjectives and superlatives – let your accomplishments do the talking. You can make your resume more credible by being objective, specific and accurate. After all, it’s not what you say that matters. It’s what they believe about you.