The Hotel Paris’s competitive strategy is “To use superior guest service to differentiate the Hotel Paris

The Hotel Paris’s competitive strategy is “To use superior guest service to differentiate the Hotel Paris

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September 3, 2023
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The New Interviewing Program
The Hotel Paris’s competitive strategy is “To use superior guest service to differentiate the Hotel Paris properties, and to thereby increase the length of stay and return rate of guests, and thus boost revenues and profitability.” HR manager Lisa Cruz must now formulate functional policies and activities that support this competitive strategy, by eliciting the required employee behaviors and competencies. As an experienced HR professional, Lisa knew that the company’s new testing program would go only so far. She knew that, at best, employment tests accounted for perhaps 30% of employee performance. It was essential that she and her team design a package of interviews that her hotel managers could use to assess—on an interactive and personal basis—candidates for various positions. It was only in that way that the hotel could hire the sorts of employees whose competencies and behaviors would translate into the kinds of outcomes—such as improved guest services—that the hotel required to achieve its strategic goals.

7-22. For the jobs of security guard and valet, develop five additional situational, five behavioral, and five job knowledge questions, with descriptive good/average/poor answers.
7-23.Combine, (based on what you read in this Dessler, Human Resource Management chapter) your questions into a complete interview that you would give to someone who must interview candidates for these jobs.

Answer and ExplanationSolution by a verified expert

Here is a tip:
Different questions are asked in an interview to analyze a person's capability and sense of knowledge.

Explanation
Situational Questions:

How would an individual react in a situation in which the boss is wrong?
Answer:
Good: One should talk to the boss in private.
Average: One will not say anything.
Poor: One will openly point to that particular thing.

How would an individual deal with a stressful situation?
Answer:
Good: If a manager seems to complain about a person's work all the time, then the person must talk and communicate with the manager and ask them what is expected from the person on a daily basis. After doing this, the manager will appreciate the person.
Average: An individual should communicate with the manager once and immediately start working to solve the problem.
Poor: As the manager cannot change the individual's nature, the individual should keep working according to the manager.
How should an individual manage a frightening situation, such as theft or fire?
Answer:
Good: Firstly, one should calm down and look at the roots of the matter. If one has to deal with the culprit, then they should treat them in a just and fair way.
Average: One should try to find the culprit and give them the right punishment.
Poor: One should call the insurance company to secure the claim and then the police to register an FIR against the culprit.

How should an individual react in a situation in which a colleague does not do his job properly?
Answer:
Good: One would try to communicate to know the reason as to why the colleague is not working properly. They should then try to solve the problem. One should also try to cheer them up so that they can restart their work properly.
Average: One should ask the colleague to work in a proper manner and offer the colleague help as needed.
Poor: One should complain against the colleague to the boss for not doing their work properly.
What are the jobs where the individual thinks they are less experienced professionally?
Answer:
Good: Less experienced with handling fire extinguisher and incident report writing.
Average: Has good experience with the tasks related to the job.
Poor: Is an expert in every task.
Behavioral Question:

What is an individual biggest regret at work?
Answer:
Good: When clients are disappointed from the individual's work.
Average: When an individual had to learn something from the manager.
Poor: When an individual was not able to attend their sister's wedding.
Describe a situation in which the individual failed to achieve a given task
Answer:
Good: A situation in which one may not able to achieve the given target on time could be one where health issues are involved. However, in such a situation, the boss should try to understand the individual problem instead of firing the employee
Average: The individual was not able to achieve a target on time because of a family function.
Poor: The individual was not able to achieve a target on time because they were overloaded with work.

How would one face a situation in which there is a disagreement with a colleague ?
Answer:
Good: One should communicate with them, and try to find a middle ground to which both individuals agree.
Average: One will ask the colleague to agree to what the individual is saying.
Poor: One will complain to the boss about the disagreement.
How will an individual manage working in a night shift?
Answer:
Good: One should sleep a few hours prior to the shift.
Average: One will wake up late in the morning.
Poor: One will refuse to work in the night shift.

How would one handle unexpected changes or challenges in the workplace?

Answer:

Good: One should welcome changes with an open mind as these changes and challenges will lead to the individual's professional as well as personal growth.
Average: One will try to work with the new changes.
Poor: One will not be able to work with the changes in the company.
Job Knowledge Questions:

What does an individual know about the company?
Answer:
Good: About the company's history, present, and future.
Average: Google copied answer.
Poor: Does not know anything about the company.

Why does an individual want to work in company?

Answer:

Good: The individual wants to work with the company because it is the biggest brand in the market. The company will take their career to great heights.
Average: The individual wants to work with the company because the company is an MNC and will provide them with a good career.
Poor: The individual wants to work with the company because working in the company is a big thing.

Discuss about the individual previous employment
Answer:
Good: Discuss about the previous company and the role played by the individual as the employee of that company.
Average: Tell about the individual's position in the company.
Poor: Tell about the company only.

Why does the individual want to apply for this position?
Answer:
Good: An individual wants to apply for the position because their skills meet with the requirements of the position.
Average: It is the biggest frame in the market.
Poor: It is everyone's dream to work in this company.

Describe the situation in which the individual worked as a leader?
Answer:
Good: Last year, the individual led a team where they distributed work to the team members according to the type of work they desired. The individual made sure that members of the team were happy while doing their work so that they can give their best. The individual also rewarded the best member for their efforts.
Average: In a project in which the manager was ill.
Poor: An imaginary situation (lied to the interviewer)
Verified Answer
Situational Questions:

How would one react when the boss is wrong?
Answer: One should talk to the boss in private.
How would one deal with a stressful situation?
Answer: If a manager seems to complain about a person's work all the time, then the person must talk and communicate with the manager and ask them what is expected from the person on a daily basis.
How would one manage a frightening problem such as theft or fire?
Answer: Firstly, one should calm down and look at the roots of the matter. If one has to deal with the culprit, then they should treat them in a just and fair way.
How would one react if a colleague is not doing their job properly?
Answer: One would try to communicate to know the reason as to why the colleague is not working properly. They should then try to solve the problem. One should also try to cheer them up so that they can restart their work properly.
When can the manager think that an individual is less experienced professionally?
Answer: One could be less experienced with fire extinguisher handling and incident report writing.
Behavioral Questions:

What could be the biggest regret someone has at work?
Answer: The biggest regret is when clients are disappointed from the individual's work.
Describe a situation in which a person could fail to achieve a certain task.
Answer: A situation in which one may not be able to achieve the given target on time could be the one where health issues are involved. However, in such a situation, the boss should try to understand the individual's problem instead of firing the employee.
How would one face a situation when there is a disagreement with a colleague?
Answer: One should communicate with them, and try to find a middle ground to which both individuals agree.
How would one manage working in the night shift?
Answer: One should sleep a few hours prior to the shift.
How would one handle unexpected changes or challenges in the workplace?
Answer: One should welcome changes with an open mind as these changes and challenges will lead to the individual's professional as well as personal growth.

Job Knowledge Questions:

How does an individual would research about a company?
Answer: By analyzing the company's history, present, and future.
Why does an individual want to work in company?
Answer: An individual wants to work in the company because it is the biggest brand in the market. Working with the company will take the individual's career to great heights.
Discuss the individual's previous employment?
Answer: Discuss about the previous company and the role played by the individual in the company.
Why does an individual want apply for this position?
Answer: The individual wants to apply for this position because their skills meet the requirements of the position.
Describe the situation where the individual has worked as the leader?
Answer: Last year, the individual led a team where they distributed work to the team members according to the type of work they desired. The individual made sure that members of the team were happy while doing their work so that they can give their best. The individual also rewarded the best member for their efforts.

23
Here is a tip:
Interview is a process in which candidates are asked various questions based on their skills and knowledge.

Explanation
The list of the question that can be asked to the interviewee during the interview can include:

A question about the candidate's experience of working at hotels, so that the interviewer could judge the candidate's in-depth knowledge about navigating around a hotel.
A question about any prior experience. This will help in understanding how much work experience the candidate has and in which areas.
A question about why candidate chose a job at the hotel. This will help in understanding if a candidate is enthusiastic about the job or not.
A question about academic and professional qualification of the candidate. will help in understanding whether the candidate is educated in related field or not.
A situational question regarding how the candidate will handle multiple tasks simultaneously will help in understanding thinking skills of the candidate.
Asking the candidate their weakness and strength will help in observing the communication skills as well as how well a candidate describes those points.
Verified Answer
The various interview questions are:

Does the candidate have any experience of working in hotels?
Does the candidate have prior experience of working in any type of organization?
Why the candidate is opting for this job?
What are the qualifications of the candidate?
What will be the candidate's reaction, if given multiple tasks at one time?
Ask the candidate to explain weakness and strength that they possess.

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