Suppose You Were Hiring Housekeeper And Waiters For A Marria

Suppose You Were Hiring Housekeeper And Waiters For A Marriot Hotel

Suppose you were hiring housekeeper and waiters for a Marriot hotel. What are two other selection measures you would want to use besides the personality test? Why? Imagine that you work in the human resource department at Marriot's corporate headquarters. Your team is thinking about ways it might use the "My Marriott Hotel" game as part of the selection process. How could you use it? How would you measure its effectiveness?

Paper For Above instruction

When recruiting staff for a prestigious hospitality chain like Marriott Hotel, selecting candidates who are well-suited for the roles of housekeeper and waiter is crucial for ensuring exceptional guest service and operational efficiency. Although personality tests are valuable tools for assessing candidates’ traits and suitability, relying solely on them can limit the comprehensiveness of the selection process. Therefore, incorporating additional selection measures can enhance the accuracy and reliability of hiring decisions. Two such measures are structured behavioral interviews and practical skills assessments.

Structured Behavioral Interviews

Structured behavioral interviews are a systematic approach to evaluating candidates based on their past experiences and behaviors related to the job. This method involves asking candidates to describe specific situations where they demonstrated skills or qualities relevant to hospitality roles, such as effective communication, problem-solving, and customer service. For instance, questions might include, “Can you describe a time when you successfully handled a difficult guest complaint?” or “Tell me about a situation where you went above and beyond to assist a guest.” This technique is supported by research indicating that behavioral interviews have higher predictive validity for job performance compared to unstructured interviews (McDaniel, Whetzel, Schmidt, & Maurer, 1994). They provide insight into a candidate’s past behavior, which is often a good predictor of future performance.

The primary advantage of structured behavioral interviews is their focus on job-relevant experiences, reducing interviewer bias and increasing consistency across applicants. For Marriott, which values high levels of guest satisfaction, assessing how candidates have managed real-world scenarios offers a practical gauge of their potential effectiveness in the role. Moreover, behavioral interviews can reveal soft skills such as empathy, adaptability, and interpersonal communication, which are vital for service-oriented positions.

Practical Skills Assessments

The second measure, practical skills assessments, involves evaluating a candidate’s ability to perform essential tasks related to the job. For housekeepers, this might include a demonstration of cleaning procedures, efficiency in organizing tasks, and attention to detail. For waiters, assessments could involve role-playing scenarios such as taking orders, serving food, or handling an irate guest. These hands-on evaluations provide objective data about a candidate’s competencies and readiness to perform specific duties.

Research has shown that practical assessments improve selection accuracy by directly measuring job-related skills (Schmidt & Hunter, 1994). They are especially useful in service industries, where technical proficiency and practical knowledge significantly impact job performance. Using simulations or task-based tests ensures that new hires can perform required functions effectively from the outset, reducing training time and increasing customer satisfaction.

Using the "My Marriott Hotel" Game in the Selection Process

The "My Marriott Hotel" game is an interactive, simulation-based tool designed to mimic real operational scenarios within the hotel environment. As part of the selection process, this game can serve as an innovative way to assess candidates’ decision-making, problem-solving, multitasking, and customer service skills in a controlled yet dynamic environment.

To incorporate the game effectively, candidates could be asked to complete specific challenges within the simulation, such as managing guest requests, prioritizing tasks, or resolving issues. This approach provides a realistic preview of the on-the-job challenges, enabling hiring managers to observe how candidates perform under pressure and how they prioritize competing demands.

Moreover, the game can be used as a screening tool to narrow down the pool of applicants by identifying those with the strongest operational instincts and customer-focused attitudes. It can also be employed post-interview to supplement other assessment methods, adding a layer of practical evaluation that enhances overall selection accuracy.

Measuring the Effectiveness of the "My Marriott Hotel" Game

To gauge the effectiveness of using the game in the hiring process, Marriott’s HR team should establish clear performance metrics and evaluation criteria. Key indicators include the correlation between game performance and actual job performance over time. For example, data can be collected on new hires’ subsequent customer satisfaction ratings, adherence to service standards, and efficiency in their roles.

Validation studies can be conducted by comparing the performance of candidates selected through the game against those hired through traditional methods. Metrics such as turnover rates, training time, and guest complaints can also provide insights into whether the game enhances the quality of hires. Additionally, feedback from managers and supervisors regarding the preparedness and competency of employees who underwent the simulation-based assessment can further inform its effectiveness.

Regular review and calibration of the simulation scenarios are essential to maintain relevance and accuracy. Incorporating participant feedback and monitoring long-term performance outcomes will allow Marriott to refine the assessment tool continuously and maximize its predictive validity.

Conclusion

In summary, supplementing personality tests with structured behavioral interviews and practical skills assessments provides a more holistic view of candidates’ suitability for hospitality roles at Marriott. The innovative use of the "My Marriott Hotel" game as a simulation-based assessment adds a practical dimension, allowing employers to observe real-time decision-making and problem-solving skills. Evaluating the effectiveness of this approach through performance metrics and validation studies will ensure that the hiring process remains robust and aligned with the company's standards of excellence. Implementing these comprehensive selection measures will contribute significantly to building a high-performing, guest-focused team capable of upholding Marriott’s reputation for superior service.

References

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