Delivering An Exceptional Customer Experience: The Importance of Pre-Screening Candidates
Have you ever had a 2-star experience at a 5-star resort or wished you had eaten at home rather than gone out for dinner being after made to feel you were putting the server out?
Studies have shown that when guests do not experience acceptable customer service, 70% of them will never return. Let’s look at the damage just one server, who does not have what is often called the “hospitality gene”, can cause. If this individual consistently delivers sub-par service to six tables an evening and works five days a week, in one year they will have single handedly lost well over a thousand groups of customers… permanently. Scary thought, isn’t it?
Finding the Hospitality Gene
If your company is experiencing turnover or mediocre marks from customers, you should be asking yourself a few key questions:
· How important is it to know if a job candidate can demonstrate sincere hospitality before I hire them?
· Does my hiring process ensure I can consistently determine if a candidate has the “hospitality gene”?
Without using a reliable pre-employment test, designed specifically to determine which candidates have the “hospitality gene”, a hiring manager cannot consistently know if they are making a great hire.
Using Tests that Predict
Many of the hiring tools companies use in their selection process are not accurate predictors of how job candidates will perform on the job. As indicated by the chart below, if you are only using application screening or unstructured interviews, you are flying blind.
Why would a company risk the delivery of their intended customer experience and brand promises to candidates who have not been tested with the most predictive hospitality hiring tools available?
Drive for Service Can Identify Candidates Who Will Deliver
After more than 20 years of collecting customer experience data from the hospitality industry, CorVirtus has developed a one-of-a-kind, context-specific, personality test called Drive for Service. In validation studies this test has proven the ability to identify job candidates with the hospitality gene before you make a job offer and spend a significant amount of money to train them.
Those who pass the Drive for Service test, now available through Hcareers, compared to those who do not, are significantly more likely to care for your guests like every day is your grand opening!
So the most critical question is: How can you afford not to use a pre-employment assessment, built for the hospitality industry, to predict if job candidates have what it takes to WOW your guests?