| When I was hired over a decade ago to join a | | | | examples.o In addition to the standard Human |
| hotel, the general manager told me that if in | | | | Resource questions, ask other questions that align |
| 6-months the team was not better as a result of | | | | with your mission and values. For example, if |
| me being hired, then I've failed. Wow, what | | | | "taking ownership" is an important team value, ask |
| pressure! He explained that, just like on a sports | | | | about specific times when they took ownership of |
| team, the primary purpose of bringing in new | | | | a situation. The point is to hire professionals |
| players is not to take up space on the roster, but | | | | whose personal values mirror your team's values. |
| rather to help the team win more games. At that | | | | If the match is right, you have a recipe for a |
| moment, I realized that he was not just looking | | | | successful, long-term relationship.o Your ideal |
| for another "warm body". I could tell that this | | | | prospects should feel like your team is the place |
| would be a different place to work. This would be | | | | they have been looking for their entire careers or |
| a place that valued my contributions as a person, | | | | the place where they would like to establish their |
| and one that let me know that my work ethic | | | | careers.o Assemble a panel of your best |
| and dedication would DIRECTLY influence the | | | | employees conduct peer-interviews. This is a |
| success of the team. If you're wondering what | | | | great way to keep your best staff engaged! If |
| the job was...it was as a busboy in the hotel's | | | | you want great employees, then involve your |
| restaurant. | | | | existing great employees in the hiring process. |
| Surely, such high expectations are usually | | | | Orientation Phaseo Orientation is meant to be a |
| reserved for managers and senior leaders. Why | | | | significant, emotional experience.o This is your |
| would the general manager place such high | | | | opportunity to treat your new employees the |
| expectations on an employee who cleans tables | | | | way you would like them to treat their |
| and brings bread to the table? Simply put, the | | | | customers.o If the orientation is robotic, |
| general manager's vision was to have a | | | | procedural, or lacks emotion, then that is how the |
| world-class team, and world-class teams have | | | | majority of your team will serve their |
| world-class employees...in every role. Even if I was | | | | customers.o Ensure all signage is clear leading to |
| mopping the floor, I had to be world-class. | | | | the orientation room. Everyone should know who |
| The focus of this article is on the on-boarding | | | | the new employees are. Wouldn't it be great if |
| experience for new employees. The on-boarding | | | | the employees involved in the interview process |
| experience includes the recruitment phase, hiring | | | | were at orientation to greet the new employee?o |
| phase, orientation phase, and department training | | | | Ensure every new employee has an attractive |
| phase. Each phase should reflect your team's | | | | name tent and professional handout materials. This |
| commitment to excellence and affirm the | | | | is to show that you are prepared for the new |
| important role that the employee will play in | | | | employees.o Select a panel of current employees |
| achieving the team's goals. The best way to get a | | | | to give testimonials and to answer questions. This |
| team of world-class employees is to set the | | | | can be a very memorable part of the |
| expectation very high from the onset. So what | | | | orientation.o Senior leaders should be involved to |
| should be done in each phase? | | | | communicate the culture of the company. |
| Recruitment Phaseo Include your company's | | | | Department Training Phaseo The transition from |
| motto, mission statement, and purpose | | | | new employee orientation to the department |
| statement on every advertisement. Include them | | | | orientation should be seamless.o A representative |
| on your application as well.o While the application is | | | | mentor/trainer from the new employee's |
| being filled out: | | | | department should be present at the end of |
| - Show a video of what you stand for | | | | orientation to greet the new employee.o The new |
| - Show a video of employee testimonials | | | | employee can be presented with a packet that |
| - Show a message from the President or another | | | | includes a welcome letter from the team, work |
| senior leadero From the beginning of the | | | | schedule, training schedule, and department |
| recruitment phase, applicants should feel like this is | | | | specific information.o Establish a cross-training |
| not just another job. This is a special place to | | | | schedule for your new employees that include |
| work. A place where everyone is expected to be | | | | time to spend in other primary departments. This |
| a service professional and perform with | | | | will help build empathy and interdependence |
| excellence everyday. They should also feel like | | | | between departments.o Bring the employees |
| they will be treated with excellence by the | | | | back at least 1-month later for an orientation |
| company. | | | | reunion. This is to see how the new employees |
| Hiring Phaseo During the first face-to-face | | | | are doing and to solicit their feedback on ways to |
| interview, ask "Why do you want to work here?" | | | | improve the team. |
| Anything resembling, "I'm looking for a job" should | | | | With an effective on-boarding experience, your |
| be a red-flag. I suspect that you want employees | | | | new employees will be excited that they've finally |
| who believe in your company and yearn to be | | | | found a company that cherishes excellence. Your |
| part of a winning team.o Ask about the applicant's | | | | commitment to hiring the best will also re-engage |
| experience delivering great service. Listen for | | | | your existing employees. They will be happy with |
| specific examples...not hypotheticals or what-ifs. | | | | your commitment to only hire and orient the best |
| Remember, you are looking for people that | | | | applicants. Whether you are hiring a busboy or a |
| naturally enjoy service. If they naturally enjoy | | | | general manager, set your expectations high and |
| serving others, then they should have recent | | | | excellence is sure to follow. |