Restaurant – OutMatch https://outmatch.com Hiring, Keeping, and Developing Great Employees Fri, 22 Jun 2018 15:57:39 +0000 en-US hourly 1 https://wordpress.org/?v=4.9.6 American Fast-Food Chain Saves $1.6M by Reducing Turnover https://outmatch.com/american-fast-food-chain-saves-1-6m-reducing-turnover/ Fri, 02 Mar 2018 14:40:06 +0000 https://outmatch.com/?p=20550 Prevented 750 early terminations in one year

The post American Fast-Food Chain Saves $1.6M by Reducing Turnover appeared first on OutMatch.

]]>
Popular Restaurant Brand Sees a 50% Improvement in Turnover after Implementing OutMatch Assessment

Download Case Study PDF

As a subsidiary brand of a one of the world’s largest fast-food restaurant companies, this chain is highly focused on staffing their stores with quality employees who won’t turn over quickly.

Company Quick Facts

Industry: Restaurant
Number of locations: 7,000+
Number of employees: 210,000
Solution: OutMatch Assessment

Turnover Comparison: Not Assessed vs. Strong Match

Hourly turnover rate (30-day)

  • Not Assessed: 21%
  • Strong Match: 14%

Management turnover rate (90-day)

  • Not Assessed: 33%
  • Strong Match: 16%

Hiring strong matches reduced hourly turnover by 33% and management turnover by 52%!

Challenge: Managing Store Turnover

This popular fast-food restaurant hires over 20,000 store employees per year at over 7,000 locations nationwide. To control costs, they must keep a close eye on turnover. They know that poor hires are more likely to turn over, often after only a few days in the role. Early turnover results in additional vacancies and constant churn in both hourly and management positions.

Another concern is hiring efficiency. With close to 300,000 applicants per year, the company needed to cut down on the “noise” of poor candidates, and keep operators and hiring managers focused on top-quality candidates in their applicant pool.

Solution: Assessment Predicts Employee Success

The company partnered with OutMatch for a pre-hire assessment that quickly identifies and shortlists candidates with the highest potential for success.

Using data from current store employees, OutMatch analyzed the characteristics that predict performance and tenure in this work environment. They then built a predictive, candidate-friendly assessment to identify candidates as strong or poor matches for the job.

Result: Saved $1.6M in 1 Year

After implementing the assessment, OutMatch conducted an ROI analysis and found that out of nearly 20,000 hires, those who were identified as a strong match for the job were less likely to turn over early in the role. Hourly employees who were hired without taking the assessment had a higher rate of turnover in the first 30 days—21% compared to 14%. Similarly, store managers who were hired without taking the assessment had a higher rate of turnover in the first 90 days—33% compared to 16%.

The consistently higher rates of turnover among employees who weren’t assessed for the job clearly demonstrates the impact of using the assessment. By assessing candidates and hiring strong matches for the job, the company reduced hourly turnover by 33% and management turnover by 52%.

  • Reduced Hourly Turnover by 33%
  • Reduced Mgmt Turnover by 52%
  • Prevented 750 Early Terminations
  • Saved $1.6M in Turnover Costs

Over one year, using the assessment to identify and hire strong matches prevented 750 early terminations and saved close to $1.6 million in turnover costs, compared to hiring without the assessment.*

*Using a conservative cost of $2,000 per termination for hourly employees, and $5,000 per termination for management.

The post American Fast-Food Chain Saves $1.6M by Reducing Turnover appeared first on OutMatch.

]]>
In Case You Missed It… The Talent Playbook Podcast Premiere https://outmatch.com/case-missed-talent-playbook-podcast-premiere/ Tue, 12 Sep 2017 17:43:19 +0000 https://outmatch.com/?p=18562 In our live podcast premiere, host Jason Ferrara talked with Bill Streitberger about what it means to be Chief People Officer, and how he’s seen the human capital business change over the course of his career. Bill is currently the CPO…

The post In Case You Missed It… The Talent Playbook Podcast Premiere appeared first on OutMatch.

]]>
In our live podcast premiere, host Jason Ferrara talked with Bill Streitberger about what it means to be Chief People Officer, and how he’s seen the human capital business change over the course of his career.

Bill is currently the CPO at Logan’s Roadhouse, but as we learned in this podcast episode, his 30+ year career in the restaurant industry actually had quite humble beginnings. As Bill explains, it happened by accident. To make ends meet while studying at the University of Central Florida, he  took a job as a busser at a restaurant in Disney World, worked his way up the ranks, and never looked back. He’s been in the restaurant business ever since.

There’s an old saying that it gets in your blood, and it’s true. Every day is different. It’s a fast-paced industry with a lot of movement and a lot of change. We have our ups and downs, like any industry, but there’s an excitement to it that a lot of my friends don’t see in their businesses.”

Bill has seen success in the restaurant business, from Brinker International and Fogo de Chao to American Blue Ribbon Holdings and Red Robin, by surrounding himself with people who share his passion for the business.

To be successful, you really have to love what you do, and that’s what we look for—that excitement and that energy in people coming into all roles across the company.”

When it comes to building a sustaining a successful business that operates hundreds of locations nationwide, Bill relies on workforce analytics to “find the story.”

We look at sales and staffing levels, and also turnover—by restaurant, by position, by tenure. We cut data a lot of different ways and look for trends. One thing we’ve learned is that the higher your churn, or the more you move managers around, the higher your hourly turnover.”

Because data has become so important in understanding success on the people side, Bill created a HR analyst position to parse through the data and help interpret the results. The key, as Bill explains, is to avoid a data dump, and instead pull out the critical points that are going to help operators drive business success.

For the full story, listen to the podcast, and be sure to check out our podcast page for more interviews with movers and shakers in HR.

The post In Case You Missed It… The Talent Playbook Podcast Premiere appeared first on OutMatch.

]]>
Chili’s Saves $21M Annually by Reducing Turnover https://outmatch.com/chilis-saves-21m-annually-by-reducing-turnover/ https://outmatch.com/chilis-saves-21m-annually-by-reducing-turnover/#comments_reply Tue, 02 May 2017 14:13:25 +0000 https://outmatch.com/?p=14905 Chili's turnover beats industry average by 30%

The post Chili’s Saves $21M Annually by Reducing Turnover appeared first on OutMatch.

]]>
Assessments Improve Candidate Selection by Predicting Success & Longevity of New Hires

Download case study PDF


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.

“OutMatch assessments have been so powerful in helping us with selection, we’re now using them across our management and hourly population.”

-Director of Performance Coaching, Brinker International


Summary of Turnover Savings

OutMatch assessments positively impact employee satisfaction, engagement, and job stress—factors that account for more than 50% of all turnover.

Chili’s Manager Role

  • Using assessments since 2007
  • Number of hires per year: 500
  • Replacement cost per employee: $20,000*
  • Turnover: 10% lower than industry average
  • TURNOVER SAVINGS YoY: $1M

Chili’s Hourly Role (front & back of house)

  • Using assessments since 2011
  • Number of hires per year: 30,000
  • Replacement cost per employee: $2,225*
  • Turnover: 30% lower than industry average
  • TURNOVER SAVINGS YoY: $20M

All numbers based on average figures

*Council of Hotel and Restaurants Trainers


Tackling the Turnover Challenge

Chili’s has become a trendsetter in food service by adopting innovations like tabletop tablets to enhance the guest experience. When it comes to tackling turnover, Chili’s leverages technology to identify candidates who are most likely to thrive in their fast-paced service environment.

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 manager and hourly 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


REDUCED TURNOVER

  • Managers: 10%
  • Hourly: 30%

TURNOVER SAVINGS

  • Managers: $1M YoY
  • Hourly: $20M YoY

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 manager and hourly roles at Chili’s. Candidates 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’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


Reducing Turnover for $21M in Savings

Since implementing assessments, Chili’s has reduced turnover by 10% for manager roles and 30% for hourly roles, which accounts for $21M in savings year-over-year. Chili’s uses this additional capital to reinvest in employees through education, leadership programs, and more.

Thanks to improved candidate 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.

Sign up for a demo

The post Chili’s Saves $21M Annually by Reducing Turnover appeared first on OutMatch.

]]>
https://outmatch.com/chilis-saves-21m-annually-by-reducing-turnover/feed/ 0
Chili’s Earns an Additional $13.5M by Improving Server Selection https://outmatch.com/chilis-earns-additional-13-5m-improving-server-selection-2/ https://outmatch.com/chilis-earns-additional-13-5m-improving-server-selection-2/#comments_reply Fri, 28 Apr 2017 14:23:33 +0000 https://outmatch.com/?p=14890 Strong hires sell $.80 more per hour and $850 more per year

The post Chili’s Earns an Additional $13.5M by Improving Server Selection appeared first on OutMatch.

]]>
Assessments Increase Restaurant Sales by Targeting the Hospitality “Gene”

Download case study PDF


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.

Sign up for a demo

The post Chili’s Earns an Additional $13.5M by Improving Server Selection appeared first on OutMatch.

]]>
https://outmatch.com/chilis-earns-additional-13-5m-improving-server-selection-2/feed/ 0
Primanti Bro’s.: Finding Best-Fit Candidates for Grand Openings in 2017 https://outmatch.com/primanti-bros-finding-best-fit-candidates-grand-openings-2017/ https://outmatch.com/primanti-bros-finding-best-fit-candidates-grand-openings-2017/#comments_reply Mon, 24 Apr 2017 08:33:19 +0000 https://outmatch.com/?p=14784 Aggressive growth requiring 55 new hires per store

The post Primanti Bro’s.: Finding Best-Fit Candidates for Grand Openings in 2017 appeared first on OutMatch.

]]>

The assessment results help me decide if a candidate is the right fit for the position they applied for. The candidate receives a score from 1-5 on the assessment, and depending on the results, I know immediately whether to proceed or release the candidate from the interview process.

Samantha Willing, Talent Acquisition Specialist
Biggest challenge: Helping managers staff up for new restaurant openings

About Primanti Bros.

This sandwich shop, headquartered in Pittsburgh, PA, began as a food cart in 1933 and now has a cult following. With 37 current locations and several openings planned for 2017, the Primanti Bro’s. growth plan is aggressive and will launch the brand into new areas across the U.S.

Company Quick Facts

  • 37 locations and growing
  • 55 employees per store, on average
  • Working with OutMatch since 2016
  • Using assessments for hourly and management
  • Integrated assessments with talentReef ATS

Hiring Challenges

  • Establishing an employment brand in new cities
  • Attracting talent outside their “hometown” fan base
  • Being fully staffed in time for grand openings
  • Tracking and managing turnover

Assessments to Help Staff New Stores

As a unique restaurant concept, Primanti Bro’s. seeks people who are passionate about the brand and fit the culture. With rapid expansion as a key initiative, recruiters and hiring managers must quickly fill front of house (FOH), back of house (BOH), and management positions for new locations with no existing staff. That’s why Primanti Bro’s. began using OutMatch assessments in 2016—to speed up the hiring process by targeting best-fit candidates.

Results—Better Recruiting, Hiring, and Talent Management

I’ve gotten great feedback from hiring managers. They say that the assessment scores cut way down on the time they spend deciding if a candidate meets our company’s expectations.

Samantha Willing, Talent Acquisition Specialist
Biggest challenge: Helping managers staff up for new restaurant openings

OutMatch helps me find the right people to hire. I print out the interview questions that come with the assessment results, and it really helps keep my questions relevant to that particular candidate.

Josh Garrity, GM “Head Coach” at Erie, PA location
Biggest challenge: Getting quality candidates for FOH and BOH positions

We have a high percentage of internal promotions, which speaks to our ability to grow talent. The assessment results help us understand an individual’s potential and strengths and weaknesses so that we can align succession and development plans accordingly.

Cheryl Domitrovic, Director of Human Resources
Biggest Challenge: Winning talent in competitive markets

The post Primanti Bro’s.: Finding Best-Fit Candidates for Grand Openings in 2017 appeared first on OutMatch.

]]>
https://outmatch.com/primanti-bros-finding-best-fit-candidates-grand-openings-2017/feed/ 0
O’Charley’s Improves Hiring for $5.2M in ROI https://outmatch.com/ocharleys-improves-hiring-for-5-2m-in-roi/ https://outmatch.com/ocharleys-improves-hiring-for-5-2m-in-roi/#comments_reply Mon, 17 Apr 2017 12:44:47 +0000 https://outmatch.com/?p=14888 Strong hires sell $.31 more per check and $920 more per year

The post O’Charley’s Improves Hiring for $5.2M in ROI appeared first on OutMatch.

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

Download case study PDF


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.

Sign up for a demo

The post O’Charley’s Improves Hiring for $5.2M in ROI appeared first on OutMatch.

]]>
https://outmatch.com/ocharleys-improves-hiring-for-5-2m-in-roi/feed/ 0
American Blue Ribbon Holdings Saves $3.2M by Reducing Turnover https://outmatch.com/american-blue-ribbon-holdings-saves-3-2m-by-reducing-turnover/ https://outmatch.com/american-blue-ribbon-holdings-saves-3-2m-by-reducing-turnover/#comments_reply Mon, 10 Apr 2017 17:38:19 +0000 https://outmatch.com/?p=14882 Reduced turnover by an avg. of 8% across 3 restaurant brands

The post American Blue Ribbon Holdings Saves $3.2M by Reducing Turnover appeared first on OutMatch.

]]>
Assessments Improve Employee Selection by Targeting the Hospitality “Gene”

Download case study PDF


About American Blue Ribbon Holdings

With over 640 locations in 43 states, American Blue Ribbon Holdings (ABRH) is one of the largest restaurant holding companies in the country.

“Turnover is very tough in the restaurant business, but within just 6 months of using assessments, we saw big reductions in turnover across the organization.”

-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.

Manager Turnover: Ninety Nine

  • Number of hires per year: 120
  • Replacement cost per employee: $20,000*
  • Reduced turnover: 10%
  • TURNOVER SAVINGS YoY: $240K

Manager Turnover: Baker’s Square

  • Number of hires per year: 450
  • Replacement cost per employee: $20,000*
  • Reduced turnover: 6%
  • TURNOVER SAVINGS YoY: $540K

Hourly Turnover: O’Charley’s

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

All numbers based on average figures

*Council of Hotel and Restaurants Trainers


Tackling the Turnover Challenge

With an emphasis on revitalizing and growing its regional brands, ABRH launched an initiative to invest in employees and improve turnover. ABRH looked to pre-hire assessments to help build a staff that would thrive within their family of brands, which includes four casual dining chains: O’Charley’s, Ninety Nine Restaurant & Pub, Village Inn, and Bakers Square.

ABRH chose OutMatch assessments because they identify best-fit candidates for specific job types, including manager and hourly 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


REDUCED TURNOVER

  • Managers: 8%
  • Hourly: 9%

TURNOVER SAVINGS

  • Managers: +$780K per year
  • Hourly: +$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 manager and hourly roles within ABRH.

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


Reducing Turnover for $3.2M in Savings

ABRH found that employees with high job fit scores are better suited for the service industry and more likely to stay longer with the company.

Since implementing assessments, ABRH has reduced turnover by 6-10% across brands, which accounts for more than $3.2M in annual savings.



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.

Sign up for a demo

The post American Blue Ribbon Holdings Saves $3.2M by Reducing Turnover appeared first on OutMatch.

]]>
https://outmatch.com/american-blue-ribbon-holdings-saves-3-2m-by-reducing-turnover/feed/ 0
Client Success: Gaining a Competitive Edge in Restaurant Hiring https://outmatch.com/client-success-gaining-competitive-edge-restaurant-hiring/ https://outmatch.com/client-success-gaining-competitive-edge-restaurant-hiring/#comments_reply Wed, 07 Dec 2016 11:42:36 +0000 https://outmatch.com/?p=14295 Chief People Officer Bill Streitberger talks about how assessments and other talent selection technology have transformed hiring across American Blue Ribbon Holdings (ABRH) brands, which include O’Charley’s, Ninety Nine Restaurant & Pub, Baker’s Square, and Village Inn. “It used to…

The post Client Success: Gaining a Competitive Edge in Restaurant Hiring appeared first on OutMatch.

]]>
Chief People Officer Bill Streitberger talks about how assessments and other talent selection technology have transformed hiring across American Blue Ribbon Holdings (ABRH) brands, which include O’Charley’s, Ninety Nine Restaurant & Pub, Baker’s Square, and Village Inn.

“It used to be, we had to bring candidates back in the next day, or over the next couple of days. With assessments, we can turn the whole thing around in one day, which gives us a tremendous competitive edge because this market has been the most competitive I’ve seen in 10 years.”

Learn more about the ROI of assessments at ABRH:

Watch more videos on our YouTube Channel.

The post Client Success: Gaining a Competitive Edge in Restaurant Hiring appeared first on OutMatch.

]]>
https://outmatch.com/client-success-gaining-competitive-edge-restaurant-hiring/feed/ 0
OutMatch Minute: 7 Customer Service Traits You Just Can’t Teach https://outmatch.com/outmatch-minute-7-customer-service-traits-just-cant-teach/ https://outmatch.com/outmatch-minute-7-customer-service-traits-just-cant-teach/#comments_reply Fri, 23 Sep 2016 19:39:02 +0000 https://outmatch.com/?p=13970 We all know what customer service is, but what makes one employee better than another at anticipating needs and creating positive experiences? People who succeed in service roles have what we call the hospitality gene, which is fueled by key personality traits.…

The post OutMatch Minute: 7 Customer Service Traits You Just Can’t Teach appeared first on OutMatch.

]]>
We all know what customer service is, but what makes one employee better than another at anticipating needs and creating positive experiences? People who succeed in service roles have what we call the hospitality gene, which is fueled by key personality traits. Find out which ones matter most in this OutMatch Minute:

Read on about each of the 7 Customer Service Traits You Can’t Teach, or learn more about Customer Focus.

The post OutMatch Minute: 7 Customer Service Traits You Just Can’t Teach appeared first on OutMatch.

]]>
https://outmatch.com/outmatch-minute-7-customer-service-traits-just-cant-teach/feed/ 0
Are You Asking the Right Interview Questions? https://outmatch.com/asking-right-interview-questions/ https://outmatch.com/asking-right-interview-questions/#comments_reply Mon, 08 Aug 2016 17:00:12 +0000 https://outmatch.com/?p=13703 How do you really get to know a candidate during the hiring process? You’ve got a small amount of time to make a big investment, and depending on your process, you may only have one or two opportunities to talk with a…

The post Are You Asking the Right Interview Questions? appeared first on OutMatch.

]]>
How do you really get to know a candidate during the hiring process? You’ve got a small amount of time to make a big investment, and depending on your process, you may only have one or two opportunities to talk with a candidate over the phone or face-to-face. To get the most out of these brief interactions, you have to be smart about the questions you ask.

We’ve all heard that behavioral interviewing is more effective than asking hypothetical questions, but why?

Avoid getting vague or generic answers

Hypothetical questions put candidates in a future scenario where they can imagine ideal outcomes. They’ll tell you what they think you want to hear, and they won’t provide details about how they’ve worked through similar situations in the past because the hypothetical scenario hasn’t actually happened—and it doesn’t involve real people or real events.

To see the difference, here are two interview questions centered around customer service:

Hypothetical Q: “Tell me how you would handle an upset customer.”

Behavioral Q: “Tell me about a time when a customer was unreasonable. What happened? What made the customer upset? How did you handle it? What was the end result?”

As you can see, you’ll get much more insight when you ask for a specific example rather than an open-ended future scenario. Plus, when you put a candidate on the spot like this, you’re more likely to get honest answers about challenges and outcomes.

Probe for more details

When you probe for more details, like in the behavioral example above, you can quickly tell if the situation is real, and then tap into the decision-making process that led the candidate down a particular path. You can also ask what they learned from the situation. Here’s an example of how you can use probes to dig deeper:

Q: “Tell me about a past performance review where you received positive feedback and then tell me about one where you received negative feedback.”

Additional probes: “What have you done with that feedback? What can you still do to improve?”

As the candidate responds, listen for subtleties around attitudes that may have influenced their behavior. Are they bitter about a negative incident, or did they use it as an opportunity to learn and grow? Do they blame an organization or a customer, or hold themselves accountable? Overall, did they handle the situation the way you would expect your employees to handle it?

Ask about the assessment experience

If you use job fit assessments, the candidate’s results will include behavioral interview questions and probes based on important success factors for the job. For example, if you’re hiring for a customer service role, you need to be sure the candidate has a strong sense of urgency and can be accommodating and friendly.

It’s a also good idea to ask the candidate about their experience with the assessment. Here are some questions you might ask:

Q: “What did you think about the assessment and have you ever taken one before?”

Q: “How do you think you did on the assessment? We all have developmental areas we’re working to improve in our career. What areas do you think you scored lower on or what areas do you think you need to improve?”

The first question will help you understand if the candidate felt anxious or overanalyzed any items while taking the assessment, and the second will help you determine if the candidate has a clear understanding of their own strengths and weaknesses.

The answers you get in an interview can lead you closer to choosing the right person (or the wrong person) for the role. So make every question count!

The post Are You Asking the Right Interview Questions? appeared first on OutMatch.

]]>
https://outmatch.com/asking-right-interview-questions/feed/ 0
Take Charge of Restaurant Turnover https://outmatch.com/take-charge-restaurant-turnover/ https://outmatch.com/take-charge-restaurant-turnover/#comments_reply Thu, 21 Jul 2016 13:00:59 +0000 https://outmatch.com/?p=13578 In the restaurant industry, you may be battling higher-than average turnover, but that doesn’t mean you should throw in the towel. See how you can positively impact turnover by improving the way you select people for your restaurants.

The post Take Charge of Restaurant Turnover appeared first on OutMatch.

]]>
In the restaurant industry, you may be battling higher-than average turnover, but that doesn’t mean you should throw in the towel. See how you can positively impact turnover by improving the way you select people for your restaurants.

take charge of restaurant turnover - blog teaser

The post Take Charge of Restaurant Turnover appeared first on OutMatch.

]]>
https://outmatch.com/take-charge-restaurant-turnover/feed/ 0
Success Beyond the Four Walls https://outmatch.com/success-beyond-four-walls/ https://outmatch.com/success-beyond-four-walls/#comments_reply Wed, 20 Jul 2016 18:29:31 +0000 https://outmatch.com/?p=13476 The transition from general manager to multi-unit manager is especially challenging, and sometimes even your best GMs aren’t ready for it. In this article, learn how to select the right GMs for multi-unit management. Then, listen to our webinar for an even…

The post Success Beyond the Four Walls appeared first on OutMatch.

]]>
The transition from general manager to multi-unit manager is especially challenging, and sometimes even your best GMs aren’t ready for it.

In this article, learn how to select the right GMs for multi-unit management. Then, listen to our webinar for an even deeper dive into the traits, competencies, and critical experiences that lead to success in multi-unit.

Interested in learning more? Check out our other HR Insights webinars!

GM to MUM blog teaser

The post Success Beyond the Four Walls appeared first on OutMatch.

]]>
https://outmatch.com/success-beyond-four-walls/feed/ 0