Question

Assume that you are a human resource manager of a 5-star international resort chain operating in a South Pacific country. Your resort CEO recently assigns you to hire one hundred housekeepers and waiters for your chain of hotels. Besides personality tests, discuss three other selection measures you could use to select your targeted employees. Justify your choices with relevant examples.

Answer 1

Three other selection measures to be used to select my targeted employees are:

1. Customer relationship skills: This is the most important of all the selection criteria. As an employee in a hospitality and tourism sector such as a resort center, having good customer service skill is very important because, customer service is basically what is marketed in this sector. Customers pay a lot of money for these services in international hotels and if they are not treated to their satisfaction, could easily be frustrated, and that can lead to a reduction in the hotel's rating. An example is in the case of a newly arriving customer from another country, this person is probably stressed and jet lagged and needs to get some rest as soon as possible. In this case, the receptionist is supposed to attend to the customer very fast and should understand that the customer might get angry or easily irritated. No matter what, the receptionist is to be as calm and polite as possible, and should be empathetic with the customer.

2. Multi lingual abilities: In an international resort, the ability to communicate with customers is the soul of the business. Customers in this line of business are usually from diverse cultures and languages, which should never be a barrier. Employing employees skilled in some major languages will be very useful as they can help bridge the communication gap between the resort and the customers. An employee skilled in dutch can easily cater to European customers from Germany, the Netherlands and even Austria.

3. A good knowledge of the region: Employees with a very sound knowledge of the resort region will be more effective in rendering better service to the customers. As a resort center, most customers are here for holidays, vacations, honeymoons, etc. These customers ask a lot of questions, especially about the region, and they expect any employee around them to give them a very good and factual answers to their questions. It wont be appealing to the customers if an employee does not know much about the region and cant attend to their questions.