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ƥ Certified Human Resources Professional (CHRP)


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

ƥ Recruitment timeline, strategy considerations, process
ƥ The candidate experience ƛ Job fair
ƥ First interview
ƥ Second interview, auditions and candidate testing
ƥ Tips for successful a job fair
ƥ Post job fair process
ƥ Reference checking
ƥ Employee Orientation and training
ƥ Employee retention

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ƥ December - Recruiting Strategy meetings

ƥ January - Advertising (college, universities, etc.)

ƥ February - Job Fair (2 interviews + audition)


ƥ March - Reference checks and job offers

ƥ April - Orientation training, Wonder of Service training

ƥ May - Department training, Begin work


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=ocating potential candidates:
ƥ In-house job fair
ƥ Special Recruiting Events (YMCA)
ƥ Recruiting at educational institutions
(Campus recruiting / College job fairs)
ƥ CN Tower website
ƥ Word of Mouth (networking)
ƥ Print advertisements (provincial newspapers)
ƥ Job Boards: HRDC, CFRA, Cool jobs Canada, etc.
ƥ Employee referrals
ƥ Walk-ins
ƥ International student programs ƛ Swansea
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ƥ Recruitment challenges
ƛ Seasonal vs. Permanent employees: Season A / B
ƛ Candidate flexibility (24/7)
ƛ Out of town applicants
ƛ Students attending school out of town
ƛ Union
ƥ Timing of recruiting initiatives
ƛ Competition for ƠTop Talentơ with other attractions
ƛ Spring break / Reading week
ƥ Importance of job descriptions
ƛ Helps applicants select suitable positions
ƛ Identifies the types of skills the required for the job
ƛ Identifies prerequisite training required

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ƥ Structured Interview ƛ an interview consisting of a
standardized set of job relevant questions and a
score card
ƥ Increase reliability and validity
ƥ Face to Face interview

Interview questions:
ƥ are derived from the job analysis
ƥ are standardized ƛ all candidates
are asked the same questions
ƥ focus on behaviours / attitudes
ƥ Identify basic core attributes
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Interview questions identify levels of :
ƥ Motivation
ƥ Enthusiasm
ƥ Sincerity
ƥ Sensitivity
ƥ Previous Experience
ƥ Other skills
ƥ Additional languages


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

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ƥ Situational audition for panel interviewers


ƥ ƠFacts at a Glanceơ sheet researched
ƥ One of four situations presented
ƥ Candidates respond in role-play based situation
ƥ Score card evaluation focusing on:
ƛ Enthusiasm
ƛ Originality / creativity
ƛ Verbal skills ƛ tone, diction, choice of language
ƛ Body language
ƛ Overall impact



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

ƥ Practical tests evaluate skill


proficiency and ability
ƛ Cooks
ƛ Chefs
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ƥ Ask applicant to provide references for 2nd interview
ƥ Check 3 references
ƥ Avoid personal references
ƥ Use standardized questionnaire
ƥ Give reference time to elaborate
ƥ Use trained staff for reference checking
ƥ Background checking for Security Officers

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An unsuccessful job applicant is as detrimental to


an attraction as an unsatisfied guest, or more!

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1. Organization, Organization, Organization
2. Communication, Communication, Communication
3. Clearly outlined and simplified positions
4. Morning briefings
5. Single coordinator
6. Colour coded documents
7. Standardized questionnaires with score card
8. Co-operation of all departments
9. Extensive debrief of successes and shortfalls
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10. Uniform shirts ƛ easy identification of key people


11. College co-operative programs and interns (HR)
12. Manual tracking or digital (spreadsheet / database)
13. Minimize time delays by streamlining process ƛ circle
score donƞt write
14. Have applicant bring references to 2nd interview
15. Staple documents together (No paperclips)
16. Second interview information sheet
17. Blind audit entire process ƛ third party
18. Have fun!
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IAPPA ƛ 2002 / 2003 Spirit of Excellence Awards
ƥ 1st Place ƛ Best Guest Services Program
ƥ 1st Place ƛ Best Safety Awareness Program
ƥ 1st Runner up ƛ Best Orientation Program
ƥ 2003 Finalist ƛ Best performer in costume character

Why are these awards important?


ƥ Employer of Choice
ƥ Attract Ơtop talentơ
ƥ International awareness
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Importance to the attraction:
ƥ Establishes our place in the world and instills the awe
and wonder in new employees
ƥ 1st impressions of company culture and
communication are formed during the orientation
training sessions
ƥ Performance standards are presented / established
ƥ =ife safety training
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Motivators and incentives:
ƥ Investment in training, 2+ days prior to first day
ƥ Competitive compensation packages, or better
ƥ Staff draws (baseball and attraction tickets, prizes)
ƥ Marketing discounts (sporting goods, concert tickets,
golf tournaments, scuba experiences)
ƥ Pre-season Marketing =aunch (Piece of the Raydome
and a CN Tower briefcase)
ƥ Department contests
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ƥ Comprehensive benefits / compensation package
ƥ Extensive employee recognition / rewards programs
ƥ Nature of work
ƥ Opportunities for knowledge and skill development
ƥ Good interpersonal relations with co-workers
ƥ Opportunity for advancement & permanent work
ƥ Opportunity to be creative (Dr. Wonder)
ƥ Geographic location
ƛ Relative distance to colleges and universities
ƛ Proximity to public transportation systems (union station)

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