From: Subject: Date: Fri, 3 Aug 2001 23:22:55 -0600 MIME-Version: 1.0 Content-Type: multipart/related; boundary="----=_NextPart_000_0009_01C11C73.395568C0"; type="text/html" X-MimeOLE: Produced By Microsoft MimeOLE V5.50.4522.1200 This is a multi-part message in MIME format. ------=_NextPart_000_0009_01C11C73.395568C0 Content-Type: text/html; charset="Windows-1252" Content-Transfer-Encoding: quoted-printable Content-Location: http://www.bigby.com/samplereports/select/hospitality.htm
PS r i cpb n

Select for Hospitality=20
Copyright =A9 1995, 1997, 1999, 2000, = Bigby, Havis=20 & Associates, Inc. All rights reserved.

Survey Results for:

  

Martha Example

ID:
  
Test Date:
   5/15/2001 4:52:48 PM
Organization:
   BHA = testing
=20    

This Report Is Confidential

  • Lock it up=20
  • Don't leave it out=20
  • Don't show it to the candidate
 
   

Use This Report To Make Good Decisions

  • Retest or avoid candidates with Invalid results=20
  • Avoid candidates with Avoid scores=20
  • Use interview probes and other report information to = evaluate=20 Okay, Good or Better candidates=20
  • Combine information from all sources (survey, = interview,=20 references, etc.) to make a final decision=20
Results
=20

Random Response:

A check for random responding. If = Invalid, the=20 candidate could not or did not read the test well enough to avoid=20 responding randomly, and these results should not be used. 		 
Random Response:
Valid
Invalid
 
X
  

Integrity Index:

A measure of the candidate's attitudes = about=20 personal integrity and work ethic.

 
Score:
13
Avoid
Okay
Good
   
X
0-8
9-11
12-13

Performance Index:

A measure of the traits associated with = successful performance in this job. 		 
Score:
23
Avoid
Okay
Better
   
X
0-15
16-22
23-40
Details
=20

Performance Sub-scale Analysis:



The table presents = the=20 candidate's scores for each sub-scale of the Performance=20 Index.

Flagged areas should be probed in the interview. =
 
Subscale
Okay
Flag*
Energy
(activity level; action = orientation)
X
  
Frustration Tolerance
(remain emotionally positive in spite of = frustration)
X
  
Accommodation to Others
(willingness to accommodate the desires = of=20 others)
X
  
Acceptance of Diversity
(tolerance of others different from = self)
X
  
Positive Service Attitude
(appreciation of the service = role)
X
  
Socially Outgoing
(enjoy interacting with = people)
  
X
*If flagged, see interview probe = suggestion(s) in=20 later section.
 

Job Task Responses:

How willing are you to . . .
Would do it
and enjoy it
Would do it
Would do it, but
not like = it
Would not want
to do it
Would not
do it
Work weekdays?
X
        
Work evenings or nights?
  
X
      
Work weekends?
  
X
      
Work holidays?
        
X
Work overtime?
  
X
      
Commit to being on time, every = time?
X
        
Adjust work schedule on short = notice?
  
X
      
Work cooperatively with = others?
  
X
      
Handle demanding people?
    
X
    
Handle rude customers?
    
X
    
Make change & handle = money?
X
        
The table above reports the candidate's stated = willingness to do tasks commonly required in jobs similar to = this=20 one. Indications of reluctance should be probed during the=20 interview.
Counterproductive
Behaviors
=20
(This candidate had no undesirable responses = to any of=20 the counterproductive = questions.)
= = = = = = = = =
Interview
=20


 

Preparation:

  • Review the application form=20
  • Review the SELECT test results
 

STEP 1: Open the Interview

Hello, my name is ____________ = and I=92m=20 the _____________ (your position). We=92re glad that you are = interested in=20 this position. The purpose of this interview is to learn more = about you=20 and your work experiences. I will be asking you some questions = about your=20 previous experience, how you approach certain things, etc. You = will=20 probably see me jotting down some notes -- that's to help me = remember=20 better what you said after the interview is over. There are no = correct or=20 incorrect answers, what we want is to learn more about you. At the = end,=20 I=92ll leave some time to answer any questions you might have. If = you are=20 ready, we can begin.
 

STEP 2: Review the Application and Investigate Potential = Problem=20 Areas

___All blanks completed?   ___Employment gaps?
___Application signed?   ___Extremely high or low = earnings?
___Several jobs in the last 2 = years?   ___Earnings show = progress?
___Vague reasons for leaving = job(s)?   ___Can complete all essential=20 functions?

Example Questions:
I see that you were unemployed = from=20 _____to _____. Please tell me about this period of unemployment. =

I=20 see that you left your previous employer for personal reasons. = Would you=20 explain further?

I noticed that you have changed jobs = frequently=20 in the recent past. Why?

 

STEP 3: Review SELECT Flags and Begin In-depth = Questions

While=20 asking the following interview questions, be sure to listen and = probe in=20 the following areas highlighted by SELECT:

  • Low Social Comfort


 

 1. Have you worked in the=20 hospitality industry? Where? What did you do? What did you like = (dislike)=20 about this (these) job(s)? (Listen for relevant work experience = and=20 likes or dislikes that may or may not fit this job.) =


 

 

 

 2. = Tell=20 me about your responsibilities in your previous (or current)=20 non-hospitality job? Which did you like most and why? Also, which = did you=20 like the least? Why? (Listen for relevant work experience and = likes and=20 dislikes that may or may not fit this job.)


 

 

 

 3. = Why=20 are you considering leaving or why did you leave your current/last = job?=20 (Listen for reliability, job fit.)


 

 

 

 4. = How=20 would you describe yourself as an employee? What are your = strengths?=20 Weaknesses? (Listen for strong interpersonal skills, work ethic = and a=20 willingness to build customer relationships.)


 

 

 

 5. = What=20 type of people do you like best? And least? Why? (Listen for = openness=20 and a lack of prejudice.)


 

 

 

 6. = What=20 do you think excellent customer service would be in our business?=20 (Listen for service knowledge, values.)


 

 

 

 7. = Tell=20 me about a time when someone failed to provide good service to = you. Give=20 me examples of what the person did poorly. How could he/she have = improved?=20 (Listen for service knowledge and values.)


 

 

 

 8. = What=20 do you think is most important in building long term, repeat = customer=20 business? (Listen for work ethic, service values, willingness = to=20 serve.)


 

 

 

 9.=20 Sooner or later, we all have to work with a customer who is = unreasonable.=20 What types of behavior would you find most frustrating? How would = you=20 respond under such a circumstance? (Listen for openness, tact = and=20 ability to handle difficult people.)


 

 

 

 10.=20 From your understanding of the job, what aspects of the job will = you like=20 the most? What are some things you might dislike? (Listen for = job=20 knowledge and job fit responses.)=20

 

 

 

 =20


If you are still concerned about the Performance Flag = areas, here=20 are some additional questions to ask:
Low Social=20 Comfort: In your previous jobs, were you required to work = with the=20 general public? Have you had any other experience in being social = with=20 strangers or casual acquaintances? What do you like and dislike = about=20 these situations? (Listen for an interest in and an ability to = interact=20 with people in casual=20 = encounters.) 

 

 

 =20

STEP 4: Conclude the Interview

Those are all the questions = that I=20 have for you. I appreciate the time that you have given to me. Is = there=20 anything that you would like to ask me? =

 

 =20
 =20

STEP 5: Make the Hiring Decision


  • Resist the temptation to hire someone just because you need = to fill=20 the job. You are likely to pay for a hiring mistake both in = money and=20 time.

  • Focus on how well the candidate fits the demands of the job, = not how=20 much you like the candidate=92s personality or how much you have = in common=20 with the candidate.

  • The selection process is designed as an aid to the = well-reasoned=20 judgment of a hiring manager, not a replacement for this = judgment. In=20 the end, every hiring decision is a judgment call. Use the tools = provided in this process to inform your decision, not make it = for you.=20


 =20
Use the following checklist to guide your decision. = Please=20 indicate your recommendation and write your comments in the=20 appropriate Recommendation box. In addition, write your = initials in=20 the Initials column.

Actions

Recommendation

Initials

Review Application
Not Acceptable

 
Some Reservations

 
Consider Further

 		  
Prescreen (Optional)
Not Acceptable

 
Some Reservations

 
Consider Further

 		  
Test Candidate & Review the = SELECT=20 Report
Not Acceptable

 
Some Reservations

 
Consider Further

 		  
Behavioral Interview
Not Acceptable

 
Some Reservations

 
Acceptable

 		  
Reference Checks = (Optional)
Not Acceptable

 
Some Reservations

 
Acceptable

 		  
Background Check = (Optional)
Not Acceptable

 
Some Reservations

 
Acceptable

 		  
Decide
Do Not Make Offer

 
Eligible At Later = Date

 
Make Offer

 		  
Drug/Medical Screen = (Optional)
Fail

 
 
Pass

 		  
Copyright =A9 1995, 1997, 1999, 2000, = Bigby, Havis=20 & Associates, Inc. All rights=20 reserved.
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