Hotel Front Office Management, 3rd Edition

336 CHAPTER 12: TRAINING FOR HOSPITALITYthat small details were overlooked but overall the experience was rewarding may indicatethe person is willing to be a team player.Ability to Accept Constructive CriticismTo gain some insight into a candidate’s ability to accept constructive criticism, a questionsuch as “At your previous job, how did your manager handle a situation in whichyou did not meet stated goals?” may be used. A candidate’s response to this will reflectthe degree of understanding the interviewee had about why he or she was reprimanded,and how the situation was corrected may indicate how this person accepts constructivecriticism.Interest in SellingA question that allows a candidate to express his or her openness to soliciting donationsfor a charity will assist an interviewer in understanding the applicant’s desire to sellproducts and services for the hotel.These questions may not always guarantee that the front office manager will choosewisely, but this effort will produce a more effective track record of screening for hospitality.Developing an Orientation ProgramThe person who is hired to work in the front office is in a unique position. In no otherdepartment of the hotel is each employee expected to know the operations, personnel,and layout of the facilities in every other department. The front office employee is constantlybombarded with questions from guests and other employees concerning when acertain banquet or reception is being held, where key supervisors are, or how to find thelounge or pool area. The orientation process introduces new hires to the organizationand work environment and is vital in providing employees with background informationabout the property. This program will help new hires to become aware of the activities,procedures, people, and layout of the hotel. This is a critical first step in training newemployees.Of the utmost importance is ensuring that orientation is thorough and well thoughtout. An employee who is given a brief introduction to the people who work the sameshift, a quick tour of the location of the guest rooms, and information concerning thetime clock can hardly be expected to be competent. By the time orientation is complete,new employees should be able to answer guests’ questions competently. If they don’t haveanswers at their fingertips, they should know how to find the answers quickly. For example,if someone asks for the general manager by name and the new front desk clerkTLFeBOOK