Sop,choosing The Best, No.2

Standard Operating Procedure: Human Resources

Hotel Name: Regency Palace Hotel

Re: Choosing the Best / Interview Assessment

Page(s): 3 of 3

Effective Date: June 28th2009

No: 2

Issued by: Human Resources Manager

Approved by: General Manager

STATEMENT At the Regency Palace we strongly believe that hiring people with the right attitude is a key factor for our success. Therefore we are introducing the new interview assessment form to be used for all employment interviews. We highly recommend using this support form when hiring line employees. PROCEDURE We have created the form to be used for each interview so the HR department can compare the interview results and to get a better overview of the different applicants for the same position or of two interviews with the same applicant.

1. The interview assessment form lists eight criteria related to certain values we need to follow at the Regency Palace. The Eight criteria are:

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Grooming (incl. body language) Grooming is the 1st impression of the applicants’ appearance and behavior. At minimal, we should always cover the following aspects: Haircut, makeup, cloths, shoes if polished, piercings, tattoos, fingernails, eye contact, smile, facial expression, gesture…etc.

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Previous Experience During an interview, interviewer needs to seek further information about the applicants’ previous experiences. To find out more, interviewer can ask Qs like:

a. How many colleagues were there during a shift? And how did u manage them? b. Why did you leave that position? c. What were your last responsibilities? Interviewers should always ask questions related the answers given. Watch out! •

English Language Ability Please make the list of required language skills before the interview. Always make sure to define the “necessary - Must Have” and “extra - Nice to Have” language (it’s a must to speak English but it’s nice to have French language as extra). Always differentiate between foreign languages and local language. Always set the level of skills for the local language according to the position (e.g. Front office Vs. Kitchen). Take into consideration the following notes: a. b. c. d.

Did the applicant express him/herself fluently in the language used for the interview? Did the applicant answer in full sentences? Did the applicant answer the questions? Did the applicant speak clearly?

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Education Education is very much related to the package you offer the applicant. Depends on the educational background, each available post should have its own level of education. Employees should meet the minimal requirement for the available post. Always pay attention to details.

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Positive Service attitude (ability to work under stress) These questions will help the Interviewer to determine whether the candidate has the qualities required to provide the excellent service to the hotel guests. Interviewer should sense the true hospitality in the applicants’ blood. Pay attention to the body language and the facial expression when the candidate talks about serving others. The applicant should live what he/she says. You can use the following questions to determine the candidate’s ability to sense the positive service attitude. Questions are: a. Why did you choose the hospitality industry? b. Tell me about a situation when you convinced a guest. What happened? What did you say or do? How did it feel? What was the final result?

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Computer Skills The following examples will help the interviewer to determine whether the candidate has the necessary computer skills needed for the position in question.   

Front office Receptionist – needs Opera Purchasing Agent – needs FBM Banqueting Sales - needs Opera S&C

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Qualifications It’s what the applicants can do against what the work calls for. The knowledge, skills, and abilities of applicants are compared with the knowledge, skills, and abilities needed for success. If applicants have the ability to do the work, they are considered eligible for the job.

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Knowledge about the company (the Regency) The following examples will help the interviewer to determine whether the candidate is prepared for the interview by gathering information about the hotel. Questions like: a. Have you ever been to our hotel before? b. What was you 1st impression today? c. What do you think about the Regency Palace Hotel? d. Why do you apply for the position?

*Score range between Average (40-54%), Good (55-74%), Very Good (75-89%) and Excellent (90-100%).

2. Assessment form must be filled in correctly by the interviewer (mainly HOD) using their utmost honesty and reliability.

3. After completing the upper part of the form (the 8 criteria), the form must be handed over to HR department to do a second interview reviewing the 8 criteria and commenting on the scores filled by the Interviewer.

4. HR to fill their lower part of the form and have a final decision along with the position and the package offered, in line with the same current position, if available and the salary scale. If the applicant doesn’t fit the hotels criteria (percentage related), reason(s) of refusal must be properly explained.

5. The assessment form must be forwarded to accounting department for the approval and the signature of the Financial Controller (budget/salary related issues).

6. Final stage of assessment to be signed by GM for final approval. RESPONSIBILITY This policy relies on the high level of honestly, consideration, and reliability of interviewers. Interviewers are responsible for conducting and the implementation of this policy and selecting applicants according to the values of the hotel and the 8 criteria in order to assure guests satisfaction and the excellent service expected. RESOURCE Complaints or concerns regarding this policy shall be referred to Human resources Department.