GUIDE TO INTERVIEWING

Transcription

1 GUIDE TO INTERVIEWING

2 Contents A. Interviewing Guidelines 1. Always Be Interviewing 2. How to Spot a Good Candidate 3. Preparing for the Interview 4. The DO s and DON Ts of Interviewing. B. Interviewing Procedures 1. Interviewing Standards 2. Conducting the Interview 3. Six Characteristics Common to all Good Interview Questions C. Interviewing Forms 1. Screening Form 2. Interview Questions 3. Interview Rating Form 4. Reference Checking Form D. Position Descriptions E. Hourly Wage Guidelines and Benefits F. Legal Briefs 1. Understanding Employment Law Legislation 2. What You Can And Cannot Ask During An Interview. H. Hiring 1. Making the offer 2. New Hire paperwork 3. Orientation 4. New Hire Forms

3 A. INTERVIEWING GUIDELINES 1. Always Be Interviewing The key to a great staff is to always be interviewing. Keep a constant look out for candidates to replace any employees that are not performing to our standards or have a poor attitude. IMPORTANT! You should ALWAYS make time for an interested applicant. If an applicant happens to come in during a busy meal period, don t send them away without giving them a few minutes of your time. Take 2-3 minutes to thank them for coming in, exchange phone numbers, and make plans for a later meeting. 2. How To Spot A Good Candidate Attributes Candidate Should Possess: Friendly, courteous and honest, with an outgoing and likable personality. A team player who has initiative and works well without supervision. Good organizational skills and able to handle more than one task at a time. Believes in working clean and would follow our standards and procedures. Clean appearance and appropriate dress. 3. Preparing For the Interview Review the job description, job specifications, required knowledge, skills, and abilities for the position. Review wage rate guideline and benefits. Review the candidate s application/resume. You will want to ask questions that confirm the information listed on the resume and also to fill in gaps for information that is NOT listed. APPLICATION/RESUME WARNING FLAGS: Worked less than a year at several previous jobs. Applicant continuously blames management for the reason they left previous jobs. The application/resume is messy, incorrect or incomplete Gaps in the job history The employee doesn t list previous supervisors as references. Set up the meeting in a location where the interview will not be interrupted. Request the staff to take messages if you receive any phone calls. 4. The DO'S and DON TS Of Interviewing DO's DO CALL AT MINIMUM TWO REFERENCES. This is to be done without exception. Check their references even if they are not related to the restaurant field. Use the reference-checking sheet as a guide (See the reference checking form included in this manual).

4 Request employment references if only personal references are listed. Note: AN EMPLOYEE S PAST BEHAVIOR IS THE BEST PREDICTOR OF FUTURE BEHAVIOR. DO HIRE APPLICANTS THAT ARE FRIENDLY AND OUTGOING and will be able to deliver our high level of guest service. DO HIRE APPLICANTS THAT CAN HANDLE STRESSFUL SITUATIONS and are able to handle multiple tasks at one time. DO FOLLOW THE INTERVIEW QUESTION GUIDE. It has questions that will unveil details you will need to know in order to decide if the candidate has the appropriate qualifications to be an asset to your team. It also provides structure to the interview. DO ASK OPEN-ENDED QUESTIONS like: Tell me about, How did you..., Describe. This will provide more detail and examples from past performance. DO LISTEN Let the applicant talk 80% of the time. DO INTERVIEW MORE THAN ONE CANDIDATE. DO READ THEIR RESUME AND/OR APPLICATION thoroughly before the interview and jot down questions you would like to ask for clarification. DO KNOW THE JOB QUALIFICATIONS Have a good understanding of the target skill, knowledge and abilities needed for the position. DO KEEP ALL APPLICATIONS ON FILE FOR ONE YEAR. IT S THE LAW.

5 4. The DO'S and DON TS Of Interviewing continued DON'Ts DON T ASK ILLEGAL QUESTIONS. It is illegal to ask questions that could be perceived to be judging the candidate on anything other than his or her qualifications to do the job. Be sure all of your questions directly relate to the job requirements for that position. NEVER ASK CANDIDATES ABOUT: Race Marital Status Sex Sexual Orientation Age National Origin Disability Religion Arrests EXAMPLES OF QUESTIONS YOU SHOULD NEVER ASK: Are you married? Do you have any children? Do you plan to have children? How old are you? Do you go to church on Sunday? What religion are you? Where were you born? What nationality are you? DON'T OVERTALK. Let the candidate do 80% of the talking. DON T WRITE ON AN APPLICATION. If you need to make notes do so on a POST IT note. If you want to attach a separate piece of paper, use a paper clip, not a stapler. DON T LEAD THE APPLICANT. Don t fill in gaps or answer questions for them. DON T MAKE THE APPLICANT WAIT. DON T ASK QUESTIONS THAT ARE ACCUSATORY OR STRESSFUL. Ask HOW they did something, rather than WHY. Asking why can make an applicant defensive.

6 DON T ASK CLOSE-ENDED QUESTIONS That allows the candidate to answer in a yes or no answer, unless you are looking for a specific or definitive answer. B. INTERVIEWING PROCEDURES 1. Conducting the Interview Thank the candidate for coming in and offer a beverage before you begin the interview. Be sure to smile and make eye contact to make them feel comfortable and sincerely welcome Put the applicant at ease before you begin the interview by engaging in casual small talk about the weather, finding parking, finding the location, etc. Limit it to 3 or 4 minutes. Let the applicant know how long the interview will take, what you will cover, and that they will have the opportunity to ask questions at the end of the interview. Follow the screening and interview question guides. Allow the applicant to talk 80% of the time. Ask questions that confirm the information listed on the application/ resume and also to fill in gaps for information that is not listed. If you need to ask additional questions for clarification, be sure your questions are LEGAL to ask (see the DO's and DON TS of interviewing in the previous section). Be sure to observe the applicant s style of dress and personal hygiene. Do they have a clean appearance? Would he/she be a good representative for us? At the end of the interview, ask the applicant if they have any questions. When all questions are answered: Thank them for coming in. Let them know when you will make your hiring decision. Let them know how and when you will get back to them. If you decide not to hire an applicant after interviewing him/her, always let them know with a short note in the mail or phone call. Never leave an applicant hanging.

7 If you decide to hire an applicant, call to congratulate them on the position and let them know that you are excited to have them as part of your team! Give them a brief rundown on the following: First day schedule/ training schedule Orientation and Training procedures Uniform Employee parking 2. Six Characteristics Common to all Good Interview Questions 1. They are criteria-based, and ask for the specific information that is directly related to the job at hand. 2. They ask for information about the candidate that can t be read straight off the resume or application. 3. They allow the candidate to talk about his/her opinions, ideas or work style. 4. They don t provide candidates with the right answer. 5. They are simple and straightforward. 6. They are asked of all candidates.

8 Applicant s Name: Interviewed by: Date: 1. Why do you want to leave your current position? (OR Why did you leave your last job?) Y: Positive answers indicating that the applicant left on good terms. N: Left under adverse conditions or circumstances (fired, etc.). 2. What did you like about your last job? Y: People oriented statements; customer oriented; working with the public. N: Anything that indicates a lack of success in a fast-paced, customer-oriented environment. 3. What did you dislike about your last job? Y: Did not dislike anything. N: Anything that indicates a lack of success in a fast-paced, customer-oriented environment; disliked people-oriented atmosphere. 4. What you know about Cheeburger Cheeburger? Y: Knows something about Cheeburger Cheeburger; expresses positives about Cheeburger Cheeburger. N: No knowledge of Cheeburger Cheeburger; just another restaurant. 5. Tell me about your relationships with fellow employees. Y: Positive; team player. N: Didn t get along. 6. If I asked your friends to describe you, what would they say? Y: Energetic, fun, friendly, crazy, cooperative. N: Introverted, lazy, disorganized, sloppy. 7. How many hours are you currently working? How many hours would you like to work? Y: Current hours are similar to the position available, hours wanted is the same as hours available. N: The applicant is not looking for more or less than the number of hours available with the current position. 8. Are there particular days or nights you cannot work? Y: None or occasional days or nights that applicant cannot work. N: The days applicant cannot work conflict with the position available. 9. Do you prefer days or nights? Why? Y: Able to fill the day or night slot available. N: Unable to work the slot available. 10. Do you have any QUESTIONS? 11. We will contact you by/ next interview will be:

9 Applicant s Name: Interviewed by: Date: EXPERIENCE 1. What kind of work did you do in your last job? Y: Specific responsibilities; customer/people oriented. N: No people-oriented experience. Can t define job. 2. What are some of the reasons for leaving your last job? Y: Positive answers indicating that the applicant left on good terms. N: Left under adverse conditions or circumstances (fired, etc.). 3. What did you especially like about your last job? Y: People oriented statements; customer oriented; working with the public. N: Anything that indicates a lack of success in a fast-paced, customer-oriented environment. 4. What did you especially dislike about your last job? Y: Did not dislike anything. N: Anything that indicates a lack of success in a fast-paced, customer-oriented environment; disliked people-oriented atmosphere. 5. How did you and your manager get along in your last job? Y: Took supervision well; was a team player; liked manager. N: Sarcastic remarks about manager; did not like manager or company. 6. How fairly were you treated at your last job? Y: Positive answers; was treated well; liked it there. N: Things applicant did not like that would be similar to our company. 7. Tell me about an accomplishment that you are most proud of. Y: Has an example of something they are proud of. N: Did not have any accomplishments they are proud of; cannot think of any accomplishments. 8. What areas were you told you needed to work on in your last job? Y: Areas to work on were relatively minor. N: Areas to work on were major problems that are grounds for dismissal at Cheeburger Cheeburger, or involve negative character traits that are not easily changed: bad temper, sexual misconduct, insubordination, not following policy. 9. If I were to contact your former manager, what type of comments would I receive concerning your job performance? Whom would I contact? Name Number Y: Positives and strengths, i.e. dependable, cooperative, good performance, honest. N: Name of manager is different than that on application; would not want manager contacted.

10 VALUE SYSTEM/WORK ETHIC 1. Why do you think working at Cheeburger Cheeburger would be a good opportunity for you? Y: Like to work around or be with people; customer-oriented; love restaurants. N: Statements that indicate temporary employment, i.e. an in-between job. 2. What do you know about Cheeburger Cheeburger? Y: Knows something about Cheeburger Cheeburger; expresses positives about Cheeburger Cheeburger. N: No knowledge of Cheeburger; just another restaurant. 3. What are your 5-year goals? Y: Applicant has goals, is self-directed, responsible for success. N: No goals, appears to have no direction. 4. Who is the best/worst boss you ever worked for? What made them so? Y: Answers compatible with our style and standards. N: Answers not compatible with our style and standards. 5. What have you done that you are proud of? Y: Has accomplished things; takes pride in accomplishments. N: Cannot think of anything to be proud of. HOSPITALITY 1. What does it take to be successful in a restaurant position? Y: Understands the importance of customer service and teamwork. N: Has no idea. 2. In what situations is it appropriate to argue with a customer? Y: Never. N: Thinks there are circumstances. 3. Describe a customer problem you have had. How was it resolved? Y: Resolved appropriately; Positive about customer complaints. N: Did not resolve appropriately; negative about customer complaints. 4. Tell me about your relationships with your fellow employees? Y: Positive; team player. N: Didn t get along. TEMPERAMENT/EMOTIONS 1. If I were to ask your friends to describe you, what would they say? Y: Energetic, fun, friendly, crazy, cooperative. N: Introverted, lazy, disorganized, sloppy. 2. What are some of the things that get on your nerves? Why? Y: Inferior work, rudeness. N: Answers that indicate they are hotheaded or overly emotional; working under pressure; happy people, customers

11 AVAILABILITY 1. Do you have a reliable means of transportation to get to work? Y: Applicant s own means of transportation; transportation is not a problem. N: Must depend on someone else; unreliable transportation. 2. Why are you applying for a job at Cheeburger Cheeburger? Y: A sense of financial responsibility i.e. desires to make his/her own money. Thinks Cheeburger Cheeburger is a good place to work; likes working with people. N: Looking for temporary, short-term employment, a bill to pay. 3. Tell me how you feel about working evenings, weekends and holidays. Y: Able to work these days and evenings. Able to work at least one weekend per month. N: Cannot work weekends or holidays, or limited availability. 4. Are there particular days or nights you cannot work? Y: None or occasional days or nights that applicant cannot work. N: The days applicant cannot work conflict with the position available. 5. Do you prefer days or nights? Why? Y: Able to fill the day or night slot available. N: Unable to work the slot available.

12 RATE THE INTERVIEW (1 10) RATE Poor Excellent Availability 1. Is the applicant flexible in terms of the times he/she can work? 2. Does the applicant s availability fit the position? Experience 1. Is the applicant s past experience helpful? Good track record? 2. Does the applicant like to be around people in a fast-paced environment? 3. Is the applicant positive about past experiences? Value System 1. Does the applicant seem to have a good work ethic? 2. Does the applicant seem honest? 3. Does the applicant seem dependable? 4. Is the applicant self-directed? 5. Does the applicant take pride in a job well done? Hospitality 1. Does the applicant understand the basics of good service and satisfying people? 2. Does the applicant have people and social skills? 3. Does the applicant appear to be an extrovert? Emotional Stability Temperament 1. Is the applicant levelheaded? Can the applicant work effectively under pressure? 2. Will the applicant respond effectively to direct supervision?

13 Speaking Skills 1. Can you understand the applicant thoroughly? 2. Does the applicant speak clearly? Interpersonal Skills 1. Does the applicant have the ability to be a team player and get along with others? Enthusiasm 1. Does the applicant sound enthusiastic about the job? 2. Does the applicant smile often? 3. Did the applicant have a positive outlook? 4. Would you enjoy working with the applicant? Image 1. Does the applicant present himself/herself well? 2. Does the applicant have a good image? Can you visualize this applicant serving our customers or working at our restaurant? 3. Does the applicant look alert? Positive? Move briskly? 4. Does the applicant look at you when answering questions? 5. Does the applicant seem comfortable with his or her skills and abilities? Total points divided by 10 = RATE Poor Excellent Recommended Not Recommended

14 REFERENCE CHECKING GUIDE Hello, I d like to speak to. My name is. I am with. We are currently considering for a position in one of our restaurants and I would like to ask you a few questions. 1. tells us that he/she was employed by your company from until. Is this correct? 2. What were his/her job title and primary responsibilities? 3. How did he/she interact with customers? 4. Would you say that he/she was considered a reliable and dependable employee? 5. How was he/she under stress? 6. How was his/her energy level compared to others? 7. How did he/she get along with co-workers and management? 8. Was he/she honest with a high level of integrity? 9. If the situation occurred, would you rehire him/her? That is all the questions I have. Thank you very much for taking the time to talk to me. FIRST REFERENCE Name and Title Telephone number RECOMMENDED NOT RECOMMENDED SECOND REFERENCE Name and Title Telephone number RECOMMENDED NOT RECOMMENDED THIRD REFERENCE Name and Title Telephone number RECOMMENDED NOT RECOMMENDED

15 D. INTRODUCTION TO POSITION DESCRIPTIONS As a manager, one of your most important duties is to ensure that your employees are doing their work the right way. To achieve this goal, we have positions descriptions to provide guidance and direction to an employee and the manager about what tasks, behaviors and results are expected from the company. Position descriptions serve to provide the clarification of one s major job responsibilities to help us communicate our expectations. E. WAGE GUIDELINES AND BENEFITS Cheeburger Cheeburger has wage guidelines for hourly employees. The majority of all new hires will be paid within these guidelines. There are times, however, that warrant offering hourly wages higher than those listed: i.e. difficulty to staff the store due limited bus access. In cases like this, it may be necessary to pay a highly hourly wage. Any job offer or increase outside of these guidelines must first be cleared with the GM. F. LEGAL BRIEFS 1. Understanding Employment Law Legislation There are a number of laws and regulations in place to ensure job applicants are treated fairly. The main forms of discrimination are categorized as follows: Races and Color Discrimination There are two types of discrimination. Blatant discrimination, such as implementing policies against particular people, has almost disappeared. Subtle forms of discrimination are much more prevalent. Subtle forms of discrimination include things like: unrealistic performance requirements biased testing, policies that indirectly prohibit certain applicants from applying for jobs (such as a college degree for a janitorial work, etc). To avoid liability, companies need to show comparable numbers of minority and non-minority workers, or show why numerical equality is not possible. Religious Discrimination Companies must, by law, try to accommodate the religious practices of their employees, as long as that accommodation does not create unnecessary hardship on the company itself. Companies are prohibited from making their employees choose between employment opportunities and their primary religious principles. Sex Discrimination Companies may not discriminate against men or women based on their gender unless they can show why it is necessary for them to do so. Companies may not make assumptions regarding what either sex may or may not be able to do. For example, an individual could not refuse to place a woman in a position because the work is physically demanding, dirty, or improper.

16 Sexual Orientation Discrimination Requirements of other equal employment regulations apply to individuals regardless of their sexual orientation. Homosexual workers cannot be evaluated or terminated due to anything other than sound business-related reasons. Age Discrimination Legislation protects applicants against age discrimination at all phases of the employment process. Discrimination of Disabled Persons The Americans With Disabilities Act (ADA) places restrictions on what kind of questions an interviewer may ask disabled candidates, but also requires prospective employers to try to accommodate a candidate whose only disqualification is the ability to perform the task the same way is has been traditionally been completed. 2. What you CANNOT ask during an interview Do you own or rent your own home? Where do you live? How long have you lived there? How old are you? What s your date of birth? Are you between 18-24? How tall are you? How much do you weigh? Of what country are you a citizen? Where were you/ your parents born? What is your nationality? What is your marital status? Do you have any children? Have you ever been arrested? Is there anything in your religious belief that would prevent you from working on a Saturday or Sunday? Do you have disabilities? What is your native language? How did you learn a foreign language? What clubs or organizations do you belong to? Are you a high school/college graduate?