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Assessments Improve Sales & Turnover by Targeting the Hospitality “Gene”

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About O’Charley’s

O’Charley’s is an American Blue Ribbon Holdings (ABRH) brand with over 200 locations in 17 Southern and Midwestern states. This casual dining chain serves generous portions of classic American food in a comfortable, inviting setting.

“We’re investing in our people, and we’re seeing the results—we’re a strong same-store sales company, and a lot of it is because of our people.”

-Bill Streitberger, Chief People Officer at ABRH


ROI Summary

Since 2014, ABRH has been using pre-hire assessments to target applicants who will perform better and stay longer in their restaurants.

Increased Sales Potential

  • Number of server hires per year: 7,700
  • Increased sales per server: $.31 per check
  • TOTAL SALES IMPACT: $2.7M

Reduced Hourly Turnover

  • Number of hourly hires per year: 12,500
  • Replacement cost per employee: $2,225*
  • Reduced turnover: 9%
  • TURNOVER SAVINGS: $5M

All numbers based on average figures

*Council of Hotel and Restaurants Trainers


Strengthening the Front & Back of House

After acquiring O’Charley’s in 2012, ABRH worked to revitalize the restaurant’s identity and guest experience, an initiative that involved improving employee selection across all locations. ABRH looked to pre-hire assessments to help build a staff that would:

  • Provide a differentiating level of service
  • Drive higher check totals
  • Stay longer with the company

ABRH chose OutMatch assessments because they identify best-fit candidates for specific job types, including server roles, and target key hospitality traits like guest focus, persuasiveness, turnover risk, and more.

“The assessments have added structure and tools to our process, and they’ve saved us a great deal in recruiting and training costs because we’ve been able to lower turnover.”

-Bill Streitberger, Chief People Officer at ABRH


SALES IMPACT

  • +$.31 per check
  • +$2.7M per year

TURNOVER SAVINGS

  • 9% lower turnover
  • +$2.5M 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 and longevity for front and back of house roles at O’Charley’s.

Applicants for these roles 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’ve been doing a much better job selecting people, and OutMatch has been a great partner in that. We’re able to get results faster than we would if we were trying to do this on our own.”

-Bill Streitberger, Chief People Officer at ABRH


Improving Sales & Turnover for $5.2M in ROI

O’Charley’s found that servers with high job fit scores sell an average of $.31 more per check than servers with low job fit scores, which increases annual sales potential by $2.7M.

O’Charley’s also found that employees with high job fit scores are more likely to stay longer with the company, which has helped lower turnover by 9% and accounts for $2.5M in annual savings.

Thanks to improved employee selection and other initiatives, O’Charley’s has experienced positive same-store sales and secured investment capital for continued regional growth.



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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