If you are seeking a job within the competitive hospitality
industry, you need to be aware that employers are frequently turning to the use
of behavioral interviewing, rather than traditional modes. Employers are aware
that traditional interviews do not give the desired ability to predict a
candidate's future job performance. Behavioral interviews are 4-5 times more
likely to give the employer information about your past performance, which is
the indicator of your future performance. They will be asking questions that
will probe your past and will be listening carefully for you to respond using
key words that are a part of their predetermined acceptable answers. Are you
prepared to compete for the position?
What Does the Buzz Phrase "Behavioral Interview" Mean?
The term "behavioral interview" can be defined as
the type of interview which allows employers to gain a keen sense of the type
of employee you are. Rather than ask you to respond to something specific such
as "Name three things you enjoyed in your last position", the
employer might phrase it "Tell me about some things that you enjoyed about
your last position." He will be listening for pre-determined keywords and
will rate you accordingly.
What are Universal Key Words in the Hospitality Industry?
- Industry
Standards: Customer, Satisfaction, Service, Quality, Smile
- Work
Standards: Punctual, Detail, Organized, Decision, Honest, Flexible,
Initiative, Willing
- Co-worker
Standards: Relationship, Teamwork, Multicultural
- Industry
Experience: Professional, Expertise, Result
Depending upon the specific position, you are interviewing
for (hotel, resort, food service, and restaurant); there will be additional
keywords the employer is looking for. A chef may want to use the word
"presentation", for example. A room cleaner would want to be sure to
use the word "thorough" during the interview. A front desk manager
would want to use the word "appearance". Develop your list
accordingly.
Research Will Pay Big Dividends
Whether you are applying for a position in a hotel, resort
community, or a position in food service; it is critical that you do your
homework. There are three easy steps you can take to prepare for the
application and interview process.
Research
Do an internet search, visit, or call to gather information.
It will be beneficial to write keywords used in the web content or
conversation, to use when applying or interviewing.
Apply
Tailor your resume and cover letter to meet the employer's
needs. Use the information that you have gathered to write an effective
document that will cause the employer to immediately take notice and call you
in for an interview.
Interview
Become familiar with behavioral interviews. You can do an
internet search to obtain lists of potential questions. The key will be to know
the typical formats and have a dozen rehearsed scenarios that you can tailor to
the specific question at the interview.
What Format Should You Use in Relating Scenarios?
Many employers will be listening for a simple three step
response format to their questions; therefore you will want to frame your
responses accordingly. The format is knows as Situation-Action-Result (SAR).
- Situation-the
employer wants a concise description of the setting and circumstances that
you are discussing.
- Action-the
employer wants you to describe what action you took in the situation.
- Result-the
employer will be looking for the results. Using keywords and quantitative,
measurable results will be very impressive!
Employers will be listening for how you reacted to the
situation, what action you took and the results. Be prepared to give at least
one example of what might be perceived as an extremely difficult situation.
Prepare to share about a negative situation that had a positive outcome.
What Are the Three Types of Questions in Behavioral Interviews?
- Open
questions. These are questions that will allow you to use the SAR format
and answer in a clear and concise manner. The employer will likely follow
up with additional probing questions, looking for signs that you may not
have been completely honest.
- Tell
me about a time that you helped someone in need.
- Give
an example of a situation that was uncomfortable for you.
- Relate
an experience you have had as a part of a team.
- Closed
questions. These are questions that are asked for the purpose of verifying
something you may have indicated during the application process or earlier
in the interview. The employer is looking for consistency in your answers.
- You
attended XYZ Institution, correct?
- You
are able to begin next week, correct?
- You
intend to live in this area for at least another year, correct?
- Why
questions. These are questions that require you to give a logical and
decisive explanation for a previous action. The employer is not judging
your action, but rather your ability to reason, logic and make a decision.
- Why
did you choose to apply here?
- Why
have you changed jobs within the hospitality industry three times?
- Why
did you leave your position at XYZ company?
You Are Ready
You have researched the company, located keywords, applied
for the job prepared a number of scenarios, and rehearsed answers to potential
questions. You are now ready to go to the Behavioral Interview with confidence.