The cost of hastily-made hiring decisions can be substantial
in the long-term, with costs of finding replacements for some roles in the
hospitality industry topping $5000. The good news? Well, by posing just a few
carefully devised questions to a candidate's past managers and co-workers, you
can usually gauge suitability and fit with great accuracy.
Granted, you probably never imagined that a career in the
hospitality industry would require expertise in interrogation methods. But with
turnover an ever-present challenge in the field and service quality now playing
a pivotal role in determining market position, knowing how to approach your
candidates' references -- and what to ask them -- has never been more
important.
Good Hiring Decisions Are Now More Critical Than Ever
Jaded by years of experience dealing with the fallout from
seemingly endless cycles of turnover and training, many in the industry have
developed a rather fatalistic view of the reference-checking process. Some
hiring managers even question whether there is any discernible benefit from
checking references, particularly for entry-level positions.
While this view is understandable, the effort you invest in
checking references carefully will likely be repaid many times over in the long
run. Management consultant Jim Collins makes a compelling case for the
importance of conducting thorough candidate research for even entry-level
positions in his book Good to Great: Why Some Companies Make the Leap…and Other
Don't, which is widely regarded as one of the sacred texts of modern leadership
theory. Collins exhorts hiring managers to "take the time to make rigorous
A+ selections right up front," adding that "every minute devoted to
putting the proper person in the proper slot is worth weeks of time later."
Obstacles, Road Blocks, Land Mines, and Dead Ends: How Not to Check References
So, let's say you're already convinced that reference
checking is essential and you're chomping at the bit to get started. Well,
there are a few more things to consider before diving in. Ironically, even as
the vital importance of checking references for hospitality industry positions
has intensified in recent years, legal constraints have made the process more
difficult.
However, it is still possible to work around some of the
constraints that may limit the breadth of your conversations with applicants'
references. Use these guidelines to help you overcome common obstacles and
decipher both spoken and unspoken cues:
Talk to an Operations Manager
Whenever possible, try to speak with a manager who directly
supervised the candidate when you are checking references. Other managers and
administrators will be more likely to stick to impartial confirmations of dates
of employment when asked for a reference. You'll be able to learn more from the
subtext of the conversation with a direct supervisor—listen for pregnant
pauses, hesitation, or, most ominously, bitterness or hostility.
Personal References? Don't Even Bother
Except in very unique circumstances, you should make a
practice of requiring that all references are past employers. If your potential
hire has never before been employed, chat with someone who has worked with her
in a volunteer or extracurricular capacity. Talking to friends or family
members isn't even worth the time it takes to dial the phone; there's almost no
chance that you will be able to get objective feedback from them.
Essay Questions, Not Multiple Choice
If you've made a connection with a reference who is willing
to talk with you, make the most of your good fortune by asking open-ended
questions that call for in-depth answers. Within reason, give the reference
ample opportunity to answer as comprehensively as they are willing to. You'll
not only get the benefit of more information, but you'll also have more time to
interpret the subtext of their remarks.
Top 10 Questions to Ask Your Candidate's References
Now that you now how not to check references, let's focus on
what you should ask when you've got your candidate's past employer on the line.
HR experts at the National Restaurant Association with the straightforward
questions first in order to establish rapport, then moving on to more
substantive, open-ended topics.
- Verify
the candidate's dates of employment, title, and role.
- Is the
candidate eligible for rehire? Why or why not? What was his reason for
leaving?
- Determine
the candidate's advancement in the company; did she receive any promotions
or demotions, or did she remain in the same role throughout her tenure?
- What
was the candidate's beginning and ending salary? How often did the
candidate receive salary increases?
- What
kind of duties and responsibilities were assigned to the candidate? Did he
complete them satisfactorily? Did he go above and beyond what was required
of him without being asked?
- What
were the candidate's strengths as an employee? Would you describe her as a
hard worker?
- Ask
the reference to evaluate the employee's performance the tasks likely to
be assigned in the new position.
- Was
the employee punctual? Were there any issues with tardiness or
absenteeism?
- Did
the employee get along well with her peers? With managers? With customers?
- Is
there anything else I should take into consideration before I hire this
candidate?