Last week we talked about screening candidates with one simple question. Now let’s say you’ve found someone promising—their application looked great, they gave a thoughtful answer about why they want to work for you, and you’re definitely interested. This is where the real work begins.
The hiring process is a high-risk gamble. A lot of time, money, and resources go into hiring and developing a team member. As the hiring manager, you have an important decision to make that will affect many people—the most obvious being the candidate themselves. Here are some helpful tips for conducting a great interview.
Before the Interview
1. Screen the applicant by phone first
Before setting up a formal in-person interview, call the candidate and have a brief discussion with them. Let them know their application or resume caught your eye and see where the conversation leads. If the role has some “non-negotiables” such as working nights, now is a good time to put those cards on the table. If the employee can’t work nights, there is no need to waste further time and energy on an in-person interview (for that specific role). While on this call, also pay attention to their demeanor—are they friendly and engaging on the phone? Are they professional? If not, this is likely a red flag for any guest-facing role.
2. Provide clear details when scheduling
When scheduling the interview, be sure to provide exact details such as the meeting time and place. Let the applicant know who to ask for when they arrive. I wish this wasn’t the truth, but for some hourly roles, a reminder to dress professionally is also needed*. These details should be verbalized on the screening call and then sent via email to lessen miscommunication errors.
*(Note: Appearance isn’t an auto-disqualifier for me as I once hired a young man at a job fair wearing gym shorts and sandals; however, he had great charisma and people skills, so I gave him a shot, and to this day he has a thriving career as a bartender).
3. Choose the right setting
Select an appropriate setting for the interview. A traditional office isn’t a bad choice, but if the weather permits, I like to conduct interviews outside—maybe at a patio table or in a quiet garden area—especially if the applicant is meeting with multiple leaders. Meeting outside helps to disarm the applicant which generally leads to more fruitful conversation.
During the Interview
4. Identify what success looks like in the role
Now for the fun part—actually conducting the interview! I could write an entire post about this, but it boils down to:
- Identifying the most important ingredients for success in this position
- Asking the right questions to see if this person has those ingredients OR has the potential to “learn” those ingredients
I like to break it down into hard skills and soft skills.
Hard skills are technical, teachable, and measurable. If you are hiring a valet, they should know how to drive a car. If you are hiring a chef, they should have some knife skills, etc…
Soft skills are more difficult to understand but more important to the hiring manager. They are defined as personal attributes that enable someone to interact effectively and harmoniously with others. These are things such as communication skills, teamwork, adaptability, and time management. If you are hiring for a front desk agent, you want to ensure they have strong communication skills. During the interview they should be engaging and personable with warm and engaging body language. I have hired many good desk agents who have never worked in a hotel but were raised with the necessary skills to speak to someone confidently and with emotional intelligence.
5. Make it a conversation, not a checklist
Prior to conducting your interview, I recommend compiling a list of questions that you hope to ask, but don’t be bound to the list. Your interview should be a conversation and should feel natural. When the interviewee is comfortable, they will show their true colors. If the conversation is losing steam, you can refer back to your questions and hopefully regain momentum.
6. Ask my favorite closing question
I have one question I always ask towards the end of the conversation: “Why should we choose you?” This can be a loaded question and the applicant may need a moment to answer, but allow for that moment. Listen for specifics—do they connect their skills to your needs? Do they show self-awareness about their strengths? Do they demonstrate enthusiasm for this specific role, or are they just looking for any job? You’ll know a strong answer when you hear it.
7. Give them a chance to ask questions
Be sure to provide the applicant an opportunity to ask questions—if they don’t have any, it could be a red flag.
After the Interview
8. Provide a realistic timeline for next steps
At the conclusion of the interview, provide a realistic timeline for next steps. Let them know an approximate timeline from which a decision will be made.
9. Follow up with all candidates
It can be painful, but I also recommend reaching out to applicants who don’t get chosen to let them know the position has been filled. You don’t need to give a detailed explanation of why they weren’t selected, but a brief, respectful message goes a long way. Sometimes a candidate isn’t right for one role but could be perfect for another position down the road—and they’ll remember how you treated them in the process.
Now that you’ve hired the perfect candidate, it’s time to talk about their first days on the job—and how to set them up for success from day one. See you next week!
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