To find great employees you have to have a consistent interview process has to be scripted the same way every time.

Welcome to another addition of hospitality property school.

I’m your host Gerry MacPherson and today I am going to talk about looking a little deeper into interviewing potential employees.

I have seen hospitality property owners go from one extreme to another when it comes to their hiring process.  One property owner might take the time to study the candidate and ask thoughtful questions while another might look at a new person and say “do know how to use a computer? Okay are hired.”

“For it to work, the interview process has to be consistent. It has to be scripted the same way every time.”

As in all other tasks in your hospitality property, your hiring process should be documented in your operations manual.

When looking for new employees, before doing anything else, talk to business associates, colleagues and competitors. You might find that a little strange but if you have a good working relationship with your competition, they could be a great source of information.


Alright, what is the next step?

When you have found a candidate that you feel might be suited for the position, you will want to talk with them individually and ask the following type of questions.

  • Where have you been employed in the past and what did you learn from those experiences?
  • How long were you employed at your previous position?
  • Why would you like this to take your position?
  • Why do you feel you’re suitable for this position?
  • What do you have that other candidates don’t?
  • Ask about handling a customer complaint; an emergency; a problem while working with a team.

Let them talk!

  • What accomplishment are you most proud of personally, as a team member?
  • What would you do if you find your co-worker stealing, doing any wrong activities or spreading rumours?
  • What would you say if I told you this interview was going badly?
  • Why haven’t you progressed more in your career?
  • Is that the best answer you can give me?  Let’s move on.

They may sound a little harsh but they are nothing compared to angry customers yelling at you because the rooms are not ready.

  • Why do you want to work with our property and what are your goals in the future?

With this question, you can best judge the candidate on their expectations from this job and if their future plans involve working with your property.


In general, I do not feel is appropriate to ask about a person’s age, gender, sexual preference, religion, family planning or political leanings when it comes to hiring at hospitality property.

In some countries these questions are illegal.

It is here you can decide if the candidate is right for your property and you can invite them back for a second interview or hired them.

For some of you might seem a little much, for others is totally clear, either way, the step-by-step process, if done consistently works and your reward that – incredible, loyal employees.

To go more in-depth with the employee interview process, check out our training tutorials at


I would like to hear about your employee interview process. If you would like to share or have any questions or feedback you can leave them in the comments section of the show notes at:


That’s it for this session of hospitality property school. We appreciate your comments and if you have topic ideas, feel free to reach out to us on

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That’s it for today’s session, let’s continue to work together to put heads in your beds.

Until next time, have a fun day.


Music Credit:

Sun Spark


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Hospitality Property School is a division of Keystone HDC