tools for interviewing & hiring...• success patterns • desired personal characteristics ......

Tools for Interviewing & Hiring

- Optional Handout -We created this handout for those who wish to follow

along and take notes, digitally or physically.

There will be time during the workshop to do each exercise and we'll specifically call out what to do when.

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Exercise: IntroductionsExercise: Introductions1. Name, what you do, and current location:

2. What interested you in being a part of this workshop?

3. What 1 characteristic do you look for in all new hires?

In the breakout rooms, take 2-3 minutes each to share your answers to the questions above; you'll have 10 minutes total before we bring you back to the main group.

exercise

reflection reflection

Reflection: Organizational Reflection: Organizational strengths/weaknessesstrengths/weaknessesRate your organization in the following areas in terms of how well your managers overall do each.

+ = strongo = ok/neutral– = weak

Hiring Qualified People + o --

• Define the job (documented job profiles)• Source/recruit candidates• Follow a standard hiring process (including completion of required paperwork)• Interview effectively


Attracting qualified peopleDocument a Hiring Process

Job Profiles• Performance expectations

essential functions

non-essential functions

• Success patterns

• Desired personal characteristics

Job Application


Hiring selection process chartresource

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DATE: JOB OPENING: PURPOSE: REPORTS TO: HIRING MANAGER: DEPARTMENT/BUSINESS: HIRING DECISON BY:

Action Item Person(s) Responsible Target Timing/Date Job Profile written

Post Internally (Via Email and Posting Boards)

Job Sourcing

Create Phone Screen Form

Review resumes received to determine candidates to officially screen

Conduct extensive phone screen

Select and schedule candidates for on-site interview

Conduct initial onsite interview Select, schedule candidates in for onsite interviews with _____ and Trial Shift day described below

Give Project to candidates Send questions to candidates that merit additional consideration

Receive answers from candidates Conduct trial shift day for each remaining candidates. Day to include ______team interview, project presentation, and working in department for remainder of day

Finalize & recruit interview teams and select a tentative date for Tilt-A-Whirl

Complete Reference checks Complete Credit Check


Hiring selection process chart, continuedresource

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Select candidates to move on to the Tilt-A-Whirl

Conduct Tilt-A-Whirl interview process including debrief session

Decision reached on finalist candidate

Make Offer to final candidate

Follow up with formal offer/acceptance letter

Inform other applicants of decision

Announcement to ZCOB of New Hire

Training Plan Documented w/ Basic and Management Passport Finalized

Follow New Hire checklist


resource

Miss Kim is hiring Servers! Miss Kim is Zingerman's newest business! Miss Kim is a Korean Bistro and Bar opening in the Kerrytown district of Ann Arbor. Join this new restaurant at the ground level as a Server! The server is responsible for delivering the Zingerman's experience to all guests and reports to the Assistant Managers. We are looking for full-time and part-time servers. We are looking more for customer experience than serving experience. We will train you! Lunch shifts will likely be between 10am - 3pm. Dinner shifts will likely be between 3pm-12Midnight. Pay Rate: $13.00-14.00/hour Miss Kim is a NO-TIP restaurant. What does this mean? We don't accept tips from our guests. Our staff will receive competitive hourly wages and the highest level of service will always be the expectation. Performance Expectations - Essential Functions:

• Accurately takes and delivers guests order using Zingerman's 4 Steps to Order Accuracy.

• Maintains clean dining room and service stations. • Is knowledgeable of POS system and correctly enters orders. • Arrives on time for all shifts, meetings, and classes. • Follows the training compact and takes responsibility for his or her training. • Follows the three steps to great service and the five steps to handling a customer

complaint. • Speaks knowledgeably and accurately about all menu items, including core and

special menu items. • Reviews menu and 86 lists each shift for updates. • Participates in weekly special presentations and reads notes on specials and menu

updates if excused from attending. • Competently pairs menu items with wines and beers. • Uses systems for collecting/communicating/connecting dots. • Documents all code greens and reds. • Follows systems for alcohol service • Continues to learn about Korean hospitality and food • Seeks manager/supervisor assistance with guests when appropriate. • Follows table maintenance systems: marking, pre-bussing, setting, etc. • Attends and participates in weekly huddles and/or is responsible for knowing Miss

Kim key measures and numbers. • Follows the staff member guidelines.

Physical Demands:

• Bending, stooping, walking, and standing for long periods at a time. • Must be able to safely lift up to 50 lbs. • Must be able to balance and carry a tray with drinks and/or dishes.

The Success Patterns for this position are:

• Has one to three years experience in a customer service role, preferably in the food/hospitality industry.

• Has a reputation for excellent relations with guests and front and back of house staff. • Has worked effectively as part of a team. • Has successfully managed guest's dining experience in a fast-paced environment. • Ability to speak Korean is a plus, but not required

Job Description


resource

Successful Candidates will have the following Personal Characteristics:

• Passion for learning about Korean food and culture. • Passionate about great food and great service. • Interest in learning about food, people, business. • Self-motivated, especially under pressure. • Ability to work independently and as a member of a team. • Able to effectively manage their emotions in the workplace. • Communicates effectively and efficiently. • Literate and likes to read. • Detail-oriented. • Can handle complexity and paradox. • Strong organizational skills. • Strong interpersonal skills. • Bold! Engaging! Entertaining! • Recognizes when help is needed and asks for it

Culture of Miss Kim

• There will no divided lines between Back of House and Front of House - we are all ONE team!

• Passion for learning, especially about Korean food, culture and hospitality. • This is a new business so everyone will be expected to participate, build, and

maintain Standard Operations Procedures and Recipes. • Maintaining, managing, and exuding positive energy by all is a must. • Everyone is willing to help when needed, even when it's not a normal part of your

regular job. (We don't say "It's not my job"...instead we help!) _____________________________________________________________________________________________ APPLICATION QUESTIONS: What days of the week will you be available to work? [select all that apply]* Monday Tuesday Wednesday Thursday Friday Saturday Sunday Which shifts are you available to work? [select all that apply]* Lunch (10am-3pm) Dinner (3pm-10pm) Dinner/Close (3pm-12Midnight) My availability is outside of these shifts On a scale of 0-10, how would you rate your interest in food? (0=I eat to live and 10=I live to eat!)* What excites you about working in a brand new restaurant?* Briefly tell us about your bartending experience. Be sure to include length of time.*

Job Description, continued


resource

Zingermans’s Deli Front of the House positions We are always looking for high energy individuals who love giving great service and having lots of fun at work. We offer flexible schedules, including weekends, as well as a structured training program. If you have some experience as a salesperson, cashier, barista / barback or trainer, that's even better. Either way, just be ready to hit the ground running, and to really feel valued by guests and coworkers alike. STARTING at $11/hour. Opportunities for increases after advanced training! Full-time The FOH team assignments will include all of these as training progresses:

• Runners and Bussers • Sandwich Sales (takes orders) • Chocolate and Gelato Sales • Cashiers • Baristas • Shift Supervisor

Performance Expectations - Essential Functions:

• Use a touch-screen POS System • Replenishes products and supplies on the floor • Assists in keeping dining areas and workspaces neat and clean • Carries the guest order to the table • Double checks orders for accuracy • Knows and can explain the ingredients in our products to our guests • Answer guest questions or get help when needed • Provides tastings of our products to guests • Uses various equipment like dishwasher, coffee brewers, coffee grinder, trash

compactor, knives, espresso machine, and any others as training progresses • Positively responds to direction and requests for assistance from co-workers,

supervisors, managers and guests • Treats customers and co-workers with courtesy and respect • Makes eye contact and greets guests enthusiastically • Does whatever it takes to make every guest's experience a great one • Finds ways to keep busy and stay productive during slow peak times • Attends huddles and training classes as scheduled and required

Non-Essential Functions:

• Assists in other areas of the Deli as needed • Attends Zingerman's Community of Events activities • Documents customer compliments, complaints and suggestions • Train other staff members • Document and update Standard Operating Procedures

The Success Patterns for this position are:

• Experience working in customer service and/or the foodservice/hospitality industry preferred

• Has a reputation for giving great service to guests and co-workers • Can handle multiple tasks at one time • Has good problem solving skills • Has strong interpersonal skills • Is able to work independently and as a member of a team • Communicates professionally in person and on the phone

Job Description


resource

• Can maintain high energy during the entire shift • Can work in a fast-paced environment and adapt to change quickly • Able to relocate up to 20lbs occasionally

Successful Candidates will have the following Personal Characteristics:

• Likes to have fun at work! • Self-motivated and enjoys learning • Is passionate about selling great food and giving great service • Regularly makes people feel like they were the best part of your day

_________________________________________________________________________ APPLICATION QUESTIONS: The Deli is open between the hours of 7am-10pm (closing shifts end as late as 10:30pm). Are you available to work an 8 hour shift 3-5 times per week within these hours?* Yes No Are you able to work full-time (30-40 hours, 5 shifts per week)?* Yes - I'd love to work full-time! No, I would prefer Part-Time (Up to 29 hours, minimum 3 shifts per week) No, I’m interested in more limited hours or a temporary position Which days of the week are you NOT available to work (select all that apply)* Monday Tuesday Wednesday Thursday Friday Saturday Sunday I can work any day of the week! Knowing we are closed on Thanksgiving Day, will you have full availability to work the week of Thanksgiving?* Yes No Knowing we are closed on Christmas Day, will you have full availability to work the week of Christmas?* Yes No Shift times will vary day to day so we love folks who have a lot of flexibility. Please select which of the following typical shifts you would be available to work (note that these are not the only shifts and we also may schedule outside these times on occasion):* 7am-3pm 8am-4pm 10am-6pm 11am-3pm 12pm-8pm 2pm-10pm 4pm-10pm ANY - I can work whatever you need me too! None of these apply for me

Job Description, continued


Exercise: What characteristics are Exercise: What characteristics are most important?most important?

exercise

1. From the following list choose the 3 behaviors/characteristics that are most important to you in a staff member or coworker.

Passionate about great food Passionate about customer service Passionate about financial results High integrity and honesty Enthusiastic and engaging Comfortable giving and receiving feedback Works well as part of a team Comfortable with change Handles stress well Accurate, with good attention to detail Committed to organization-wide success Seeks out knowledge and feedback

2. Why did you pick those 3?

3. For each of the characteristics that you chose, write down 2 - 3 behaviors that indicate to you that a person has that characteristic.


Sourcing & InterviewingSourcing Candidates

• Application Process• Service to Applicants • Training on reducing bias• Sourcing Websites/Services

Interviewing Process

• Stay legal

• Document interview questions for consistency & ensure they are

job related

• Consider multiple candidates & multiple exposures to each

• Performance Tests

• Culture Fit & Add

• Reference Checking

• Notification

NO YES!

12

exercise

INTERV IE W ING & HIRING

Exercise: Interviewing for staff Exercise: Interviewing for staff successsuccess

Purpose: To develop tools to use in screening prospective employees for the characteristics that are most important to you.

Agenda: List at least 3 open-ended questions to ask to determine a candidate's aptitude with regard to the characteristics you chose in the exercise on p. 10.

1.

2.

3.

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reflection reflection

What are some first steps you can take in order to make some progress on your attraction, interviewing, and hiring processes in the next month?

What did you find the most interesting or useful from this workshop?

What is your personal #1 action step?

Action Steps & ReflectionAction Steps & Reflection

More ResourcesMore ResourcesVirtual Workshops on many topics

• Individual

• Team

Books and pamphlets

Free resources on zingtrain.com

• Webinars

• Blog

Reach out to us: [email protected]

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Notes