Recruit Right!

Strategies for Getting and Keeping the Right People

CHRISTINE BROWNLIE, CHRP
Certified Human Resources Professional (CHRP) Senior Manager of Human Resources 3 Years with the CN Tower 18 Years experience Human Resources Tourism (non-union) Restaurant Industry (union) Manufacturing and Warehousing (union) Retail Industry IAAPA Human Resources Committee Member

AGENDA
Recruitment timeline, strategy considerations, process The candidate experience Job fair First interview Second interview, auditions and candidate testing Tips for successful a job fair Post job fair process Reference checking Employee Orientation and training Employee retention Please ask questions throughout the presentation

RECRUITMENT TIMELINE
December - Recruiting Strategy meetings January - Advertising (college, universities, etc.) February - Job Fair (2 interviews + audition) March - Reference checks and job offers April - Orientation training, Wonder of Service training May - Department training, Begin work

RECRUITMENT STRATEGY
Locating potential candidates: In-house job fair Special Recruiting Events (YMCA) Recruiting at educational institutions (Campus recruiting / College job fairs) CN Tower website Word of Mouth (networking) Print advertisements (provincial newspapers) Job Boards: HRDC, CFRA, Cool jobs Canada, etc. Employee referrals Walk-ins International student programs Swansea

RECRUITMENT CONSIDERATIONS
Recruitment challenges
Seasonal vs. Permanent employees: Season A / B Candidate flexibility (24/7) Out of town applicants Students attending school out of town Union

Timing of recruiting initiatives
Competition for Top Talent with other attractions Spring break / Reading week

Importance of job descriptions
Helps applicants select suitable positions Identifies the types of skills the required for the job Identifies prerequisite training required

CANDIDATE EXPERIENCE

DAY ONE

Initial contact - Welcome and basic information Staged at SkyQuest theatre and entertained by Dr. Wonder

Elevated to 360 restaurant and organized into departments by Human Resources

Personal introduction to the department manager for 1st Interview 10 Minutes with a standardized questionnaire and ³Score Card´

³Thank-you´ letter sent

Held for further review

Automatic 2nd Interview Prep-sheet issued Reference request

CANDIDATE EXPERIENCE

DAY TWO

2nd Interview ± 20 minutes In depth standardized questionnaire with ³Score Card´

Auditions, knowledge testing (where applicable)

Average candidates

Above average candidates

Super Star candidates

FIRST INTERVIEW
Structured Interview an interview consisting of a standardized set of job relevant questions and a score card Increase reliability and validity Face to Face interview Interview questions: are derived from the job analysis are standardized all candidates are asked the same questions focus on behaviours / attitudes Identify basic core attributes

FIRST INTERVIEW
Interview questions identify levels of : Motivation Enthusiasm Sincerity Sensitivity Previous Experience Other skills Additional languages

SECOND INTERVIEW
20 minute - In depth standardized questionnaire with panel audition and / or exam Structured Interview questions focusing on:
Enthusiasm Communication Focus / Teamwork Professional skills / experience (BOH) Professional image Composure (FOH+) General Information Position specifics and scheduling expectations

Knowledge, Skills, Abilities and Other attributes

CANDIDATE AUDITIONS
Situational audition for panel interviewers Facts at a Glance sheet researched One of four situations presented Candidates respond in role-play based situation Score card evaluation focusing on:
Enthusiasm Originality / creativity Verbal skills tone, diction, choice of language Body language Overall impact

CANDIDATE TESTING
Written tests are specifically designed to evaluate knowledge
Protective service officers Cooks / chefs Servers Bartenders

Practical tests evaluate skill proficiency and ability
Cooks Chefs

REFERENCE CHECKING
Ask applicant to provide references for 2nd interview Check 3 references Avoid personal references Use standardized questionnaire Give reference time to elaborate Use trained staff for reference checking Background checking for Security Officers

POST JOB FAIR PROCESS
An unsuccessful job applicant is as detrimental to an attraction as an unsatisfied guest, or more!

Closed loop recruitment Process!

TIPS FOR A SUCCESSFUL JOB FAIR
1. 2. 3. 4. 5. 6. 7. 8. 9.

Organization, Organization, Organization Communication, Communication, Communication Clearly outlined and simplified positions Morning briefings Single coordinator Colour coded documents Standardized questionnaires with score card Co-operation of all departments Extensive debrief of successes and shortfalls

MORE TIPS FOR SUCCESS
10. Uniform shirts 11. 12. 13. 14. 15. 16. 17. 18.

easy identification of key people College co-operative programs and interns (HR) Manual tracking or digital (spreadsheet / database) Minimize time delays by streamlining process circle score don t write Have applicant bring references to 2nd interview Staple documents together (No paperclips) Second interview information sheet Blind audit entire process third party Have fun!

ORIENTATION AND TRAINING
IAPPA 2002 / 2003 Spirit of Excellence Awards 1st Place Best Guest Services Program 1st Place Best Safety Awareness Program 1st Runner up Best Orientation Program 2003 Finalist Best performer in costume character Why are these awards important? Employer of Choice Attract top talent International awareness

ORIENTATION AND TRAINING
Importance to the attraction: Establishes our place in the world and instills the awe and wonder in new employees 1st impressions of company culture and communication are formed during the orientation training sessions Performance standards are presented / established Life safety training

EMPLOYEE RETENTION
Motivators and incentives: Investment in training, 2+ days prior to first day Competitive compensation packages, or better Staff draws (baseball and attraction tickets, prizes) Marketing discounts (sporting goods, concert tickets, golf tournaments, scuba experiences) Pre-season Marketing Launch (Piece of the Raydome and a CN Tower briefcase) Department contests

EMPLOYEE RETENTION
Comprehensive benefits / compensation package Extensive employee recognition / rewards programs Nature of work Opportunities for knowledge and skill development Good interpersonal relations with co-workers Opportunity for advancement & permanent work Opportunity to be creative (Dr. Wonder) Geographic location
Relative distance to colleges and universities Proximity to public transportation systems (union station)

Thank You! Questions? Questions

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