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Assessments Increase Restaurant Sales by Targeting the Hospitality “Gene”

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About Chili’s

With 1,600 locations worldwide, Chili’s® Grill & Bar is a leading casual dining restaurant brand with a fun and energetic atmosphere where family and friends can gather over a delicious meal.

“In our restaurants, we like to give our managers as many tools as we possibly can to make sure we’re hiring the right folks that create the right experience for our guests.”

-Director of Performance Coaching, Brinker International


Summary of Increased Sales

With over 500,000 applicants each year, Chili’s uses OutMatch assessments to target key hospitality traits like guest focus and sales ability.

Chili’s Server Role

  • Using assessments since 2011
  • Number of hires per year: 15,000+
  • Increased sales per server: $.80 per hour = $850 per year
  • INCREASED ANNUAL SALES: $13.5M

 All numbers based on average figures


Strengthening the Server Staff

Chili’s has become a trendsetter in food service by adopting innovations like tabletop tablets to enhance the guest experience. When it comes to strengthening the server staff, Chili’s leverages technology to determine which candidates are most likely to:

  • Provide a differentiating level of service
  • Drive return visits
  • Increase sales

Knowing that job fit strongly influences work behaviors and motivations, Chili’s chose OutMatch assessments because they identify best-fit candidates for different job types, including server roles, and can target key hospitality traits like guest focus and sales ability.

“We’re using OutMatch assessments to identify those folks who are going to be a really good fit for our organization. And we’re using them to identify promotion opportunities, too.”

-Director of Performance Coaching, Brinker International


INCREASED SALES PER SERVER

$.80 per hour = $850 per year

INCREASED SALES ACROSS SERVERS

$13.5M per year


Using Assessments to Identify Best Fit

Starting with a job success profile, OutMatch determined the work-related personality traits that best predict success for servers at Chili’s. Candidates for this role are assessed against the job success profile and given a job fit score, along with a personality report and an interview guide to help hiring managers address potential problem areas.

“We’re able to give our managers so much more insight into the candidates they’re talking to so they can really see what strengths a person would bring to a role, or what challenges a person might face. It’s helping them make better hiring decisions.”

-Director of Performance Coaching, Brinker International


Improving Sales for $13.5M in Revenue

Chili’s found that servers with high job fit scores sell $.80 more per hour and receive higher customer satisfaction ratings than their average server population. Since implementing assessments, Chili’s continues to improve guest experience and increase sales year after year.

Thanks to improved server selection and other initiatives, Chili’s has experienced great success and business growth in recent years, to the effect that Chili’s stock price has doubled and tripled, reaching over $60 a share in 2014.



About OutMatch

OutMatch delivers the data that’s been missing from your hiring process. With clear, measurable insight into candidates and new hires, your managers will make better hiring decisions, and your HR organization will finally be able to measure the impact of hiring on your company.

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