HospitalityScreen™ (Version 2.0)

Full Report - Sample Report


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Table of ContentsPage
Recommendation / Background2
Candidate Snapshot3
Performance Factors4
Communication Factors5
Attitudinal Factors6
Integrity Factors7

The HospitalityScreen™ is designed to help managers / recruiters make an informed decision about the suitability of a particular candidate seeking employment in the service industry. As such, the HospitalityScreen™ highlights each candidate?s inherent strengths and growth opportunities as they pertain to success in the service industry, allowing for strategic placement, selection, and coaching decisions to be made in an informed manner.

John C. Marshall, PhD


#FGSWECS5 for Sample Report on January 22, 2008

©2008, Selection Testing Consultants Inc.

 
 HospitalityScreen™ (Version 2.0) (#FGSWECS5 for Sample Report on January 22, 2008) Page 2 

Recommendation / Background

 Candidate Information: 
 Name: Sample Report  |  Address: ,   |  Telephone:  
 Email Address:   |  Desired Location: Hotel Demo 

Front of the HouseHeart of the House


Conditionally Recommended
2.7

Talent (2.0)
Effort (3.4)
Opportunity (3.2)
Total (2.7)
 
 

Conditionally Recommended
2.9

Talent (2.5)
Effort (3.4)
Opportunity (3.3)
Total (2.9)
 
 

 Background: 
1. Select the response that best reflects you current position. Employed Part Time
2. If unemployed, how long have you been unemployed?  
3. If a student, how many years of school do you have left? 2 years
4. What is the major reason you are currently looking for a job? Laid off
5. How much experience have you had in a hospitality or service environment? < 1 year
6. How many previous jobs have you had the hospitality or service industry? 2
7. In your current position, what percentage of your time is spent interacting with customers? 25 ? 50%
8. How many management / supervisory positions have you held in the past? 1
9. How many different jobs have you had in the past 5 years? 3
10. Please rate how you think you would do in a customer service role. Average
11. How long would it take you to get to work at the location that you applied to? 30 min to 1 hour
12. Do you have any family members or friends that work for our company? Yes
13. What is your level of education? University/College Graduate
14. If you attended University, College or Trade School, please indicate which one: Wilfrid Laurier
  a. Location of University, College or Trade School:  
  b. Your course of study: Hospitality
©2008, Selection Testing Consultants Inc.
 
 HospitalityScreen™ (Version 2.0) (#FGSWECS5 for Sample Report on January 22, 2008) Page 3 

Candidate Snapshot

Self Management Potential
0
 
High Initiative / Proactive Responsive
Sense of Urgency
0
 
Urgent / Impatient Relaxed / Calm
Independence Potential
0
 
Independent Prefers Structure
People Orientation
21
 
Outgoing / Sociable Builds Relationships Over Time
Analytical Orientation
21
 
Analytical Overlooks Detail
Self Confidence
24
 
Very Confident Growth Opportunity
Lifestyle Management
26
 
Well Developed Coping Strategies Growth Opportunity
Attitudes About the Service Industry
28
 
Very Positive Attitudes About Service Career Negative Attitudes About Service Career
Reliability of Results (Honesty Scale)
54
 
Potentially Unreliable Results Reliable Results
©2008, Selection Testing Consultants Inc.
 
 HospitalityScreen™ (Version 2.0) (#FGSWECS5 for Sample Report on January 22, 2008) Page 4 

Performance Factors

Self Management Potential
0
 
High Initiative / Proactive Responsive

Sample would be described as possessing an average potential to self manage. As such, he/she will be comfortable in situations that require a balance between a responsive and proactive disposition. More specifically, Sample will be effective in environments that require responsiveness to customer and organizational needs combined with the need to plan and initiate additional tasks in a more independent manner. Overall, he/she will likely work most effectively with a manager who provides clear guidance and feedback, without being too controlling.

Interview Suggestions
1. How do you currently organize and prioritize your daily responsibilities?
2. Outline a situation where you had to respond to the needs of a demanding customer.
3. Describe a situation in which you took initiative. Is there anything you would do differently?

Sense of Urgency
0
 
Urgent / Impatient Relaxed / Calm

Sample possesses a modest sense of urgency and likely balances his/her efforts and motivation between short and long term goals. When interacting with customers, he/she will handle their needs in a timely manner, yet pay particular attention to being thorough and precise. Sample is a stable and dependable employee, and is very methodical and deliberate in all that he/she does.

Interview Suggestions
1. Describe a situation where you had to complete a task under very tight time constraints. What strategies did you employ in order to be successful?
2. If you had a choice, would you prefer to work in an environment where you were responsible for several tasks at one time, or an environment where you could focus on just one task at a time? Explain your answer.
3. What are the things that motivate you to do well in a service-oriented role? Why?
4. Describe for me a situation that illustrates that you are a patient person.

Independence Potential
0
 
Independent Prefers Structure

Sample would be described as cooperative, obliging, efficient and conscientious. He/She would function most effectively in a group environment; however, one in which individual initiative is promoted and recognized. He/She will appreciate, and in some cases rely on, early supervision but will expect less guidance after gaining the relevant experience. He/She would be expected to integrate well within an organization's existing systems and work well with a group of peers who are similar in nature.

Interview Suggestions
1. Describe the work environment that you have found most suitable to you personality.
2. What do you like most about working independently? In a group?
3. Describe your ideal manager.
4. Describe a situation where you worked independently in a group / team context. How did the group coordinate their efforts?

©2008, Selection Testing Consultants Inc.
 
 HospitalityScreen™ (Version 2.0) (#FGSWECS5 for Sample Report on January 22, 2008) Page 5 

Communication Factors

People Orientation
21
 
Outgoing / Sociable Builds Relationships Over Time

Sample is generally a sociable, friendly and outgoing person. He/She is at ease building relationships with new people and is quite comfortable in general social situations. He/She will be able to work well in an environment where there is regular contact with people, whether it be with a well established client base or new customers.

Interview Suggestions
1. What is it about interacting with people that gets you excited?
2. How do you build effective relationships with customers? Colleagues?
3. What attributes do you possess that make you a people person?

Analytical Orientation
21
 
Analytical Overlooks Detail

Sample would be described as practical and somewhat analytical. He/She would be comfortable in an environment with a balanced mix of technical and non-technical issues and some problem solving components. He/She would be willing to attend training sessions and learn the critical skills that are needed to perform the job more effectively; however, he/she would not necessarily regard extra training or research as an incentive. As a manager, coach him/her using a moderate amount of detail and explanation in order to obtain the best results.

Interview Suggestions
1. What attributes do you possess that make you a strong problem solver? Growth Opportunities?
2. Describe a situation where you had to learn a lot of new material. What strategies did you employ in order to retain all of the new information?
3. What are some of the current developments that could have an impact on this business? How would you keep informed of these changes?

Comfort With Conflict
2
 
Very Comfortable With Conflict Avoids Conflict

Sample is relatively comfortable in situations where there is some conflict but would be most at ease in an environment where conflict was neither the normal state of affairs, nor too intense. He/She is best suited to roles dealing with some conflict where the organization is prepared to invest in training and strategies that will help him/her resolve such situations effectively.

Interview Suggestions
1. Describe one of your previous working environments that included a lot of argument and conflict. How did you manage to work effectively in this environment?
2. How would you handle an unruly (e.g., rude, profane, disrespectful) customer?
3. Describe a situation where you had to deal with an angry customer. What was the outcome? Is there anything you would do differently looking back?

©2008, Selection Testing Consultants Inc.
 
 HospitalityScreen™ (Version 2.0) (#FGSWECS5 for Sample Report on January 22, 2008) Page 6 

Attitudinal Factors

Self Confidence
24
 
Very Confident Growth Opportunity

Sample possesses a below average level of self-confidence. More specifically, he/she does not perceive him/herself as possessing the skills or abilities necessary to be successful in the service industry. Moreover, when asked about his/her success in other areas of his/her life, he/she repeatedly attributed success to external factors (e.g., luck). Research in psychology refers to the idea of a "Self Fulfilling Prophecy", where an individual's performance oftentimes aligns itself with their cognitive projection of their likelihood for success (i.e., how successful they think they will be). As such, candidates with extremely low levels of self-confidence should be screened thoroughly as part of the selection process, as their likelihood for success may be impeded by their current psychological state.

Interview Suggestions
1. What attributes do you possess that will allow you to be successful in the service industry?
2. What do you perceive to be your growth opportunities?
3. What steps have you taken to improve in these areas? How are you monitoring your progress?
4. If I had to ask your worst enemy to describe you, what would they say? (look for honest answers - indicates strong self awareness and confidence that the good outweighs the bad)

Lifestyle Management
26
 
Well Developed Coping Strategies Growth Opportunity

Sample appears to be able to manage stressful situations effectively in the workplace. More specifically, Sample perceives him/herself as possessing the resources necessary to accomplish challenging tasks, and thus does not become overwhelmed in these situations. Moreover, he/she has strong coping strategies in place which allow him to buffer the negative effects of workplace stress. Overall, Sample could likely benefit from some extra stress management training, as it would augment the strategies that he/she already employs.

Interview Suggestions
1. Describe a stressful situation, and then outline the steps and strategies that you used in order to cope. Would you do anything differently looking back?
2. What attributes do possess that allow you to manage stress effectively?
3. What do you see as your primary growth opportunities in the area of stress management?

Attitudes About the Service Industry
28
 
Very Positive Attitudes About Service Career Negative Attitudes About Service Career

Sample appears to be relatively ambivalent with respect to his/her attitudes about a career in the service industry. Overall, his/her responses are neither negative nor positive with respect to how he/she perceives the service industry, with his/her responses to society's perception mirroring his/her own. Overall, Sample's attitude about a career in the service industry is likely not going to impede or facilitate their performance in the workplace.

Interview Suggestions
1. How does this job move you towards your long term career goal?
2. What do you see as the advantages of this job? Disadvantages?

Reliability of Results (Honesty Scale)
54
 
Potentially Unreliable Results Reliable Results

Sample's responses are above the cut-off for this scale. As such, Sample may have been trying to present him/herself in a socially desirable manner, in hopes of appearing as a stronger candidate. There are a variety of reasons why this score can be elevated (e.g., language barriers), however the most common reason is socially desirable responding. Please proceed with him/her cautiously.

©2008, Selection Testing Consultants Inc.
 
 HospitalityScreen™ (Version 2.0) (#FGSWECS5 for Sample Report on January 22, 2008) Page 7 

Integrity Factors

Theft

Positive Attitudes Moderate Attitudes Poor Attitudes

Sample does not condone theft in the workplace. He/She appears to perceive theft as universally wrong, and does not make a distinction between personal and corporate theft.

Interview Suggestions
1. Have you ever witnessed a co-worker stealing from work? If so, what did you do? If not, what would you do in such a situation?
2. What do you think motivates people to take things from thier workplace? How can companies protect against this type of behavior?

Normative Perceptions of Theft

Theft Perceived to be Non-Normative Theft Perceived to be Normative

Sample does not percieve workplace theft to be a common practice. As such, he/she is much less likely to engage in such behavior, nor is he/she to condone other people stealing.

Moral Reasoning About Theft

Universal moral reasoner Situation-specific moral reasoner Ego-centered moral reasoner

Sample?s responses indicate that he/she does not legitimize acts of theft under any circumstances. Such a universal and stable pattern of moral reasoning has been shown to be negatively correlated with incidents of workplace theft.

Moral Stability About Theft

Stable and Consistant Unstable and Situationally Contingent

Sample?s responses to these items indicate that he/she is not influenced by environmental or situational information when evaluating the legitimacy of workplace theft. As such, Sample firmly believes that theft is wrong.

©2008, Selection Testing Consultants Inc.
 
 HospitalityScreen™ (Version 2.0) (#FGSWECS5 for Sample Report on January 22, 2008) Page 8 

Integrity Factors (cont'd)

Counterproductive Behavior

Positive Attitudes Moderate Attitudes Poor Attitudes

Sample?s responses indicate that he/she believes that employees should be productive during their assigned work hours. He/She believes that employees should be punctual and subsequently work all of their assigned hours.

Interview Suggestions
1. Have you ever worked with someone who constantly took long lunches or left early from work? How did you or your manager deal with that person?
2. What types of things in a workplace contribute to employees engaging in counterproductive behavior?
3. Is counterproductive behavior an artefact of poor management? Explain your answer.

Normative Perceptions of Counterproductive Behavior

Counterproductive Behavior Perceived to be Non-Normative Counterproductive Behavior Perceived to be Normative

Sample?s responses indicate that he/she does not perceive things like leaving early, taking long lunches and calling in sick to get a day off, to be common practices within the workplace. Such behaviors were not likely prevalent in his/her other places of work, and in his/her opinion should not be tolerated.

Moral Reasoning About Counterproductive Behavior

Universal moral reasoner Situation-specific moral reasoner Ego-centered moral reasoner

Sample?s responses indicate that he/she does not legitimize engaging in counterproductive behavior under any circumstances. Therefore, outside of extreme cases (e.g., child is sick and the parent has to leave early to take them to the hospital) does not perceive leaving early, taking a long lunch, or engaging in other counterproductive behaviors to be appropriate within the workplace.

Moral Stability About Counterproductive Behavior

Stable and Consistant Unstable and Situationally Contingent

Sample?s responses indicate that he/she does not rely on much environmental or situational information when forming judgements about the legitimacy of certain counterproductive behaviors. However, some of his/her responses do show a tendency towards using situational information when forming a legitimacy judgement, and therefore his/her moral principles may not be as concrete as some other people?s.

©2008, Selection Testing Consultants Inc.
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