The restaurant industry is the 2nd largest employer in the US and offers transparency for decision makers. (Even more so now with social media tools in hand.) While every operation has 'secrets', products and services are available for all to see and it is apparent to anyone who on the team are bad managers and which employees are marginal.
This becomes important because of how laws limit what can be asked in an interview. To break the labor laws, especially in regards to interviewing and selection, when people easily carry and use recording devices... is unwise.
Characteristics and skills observed on the job is more revealing than simply asking a question in an interview.
To supplement the interview process, here are a few thoughts to challenge traditional thinking:
Examples
The Walk:
When a candidate does not believe they are being watched, how do they walk? Is there energy and snap? Or casual and slow? Their walk from the parking lot to the restaurant entrance can be a clue but even more so watch their walk after the interview since it is apparent to the interviewee that "It's over."
It is especially helpful when visiting a restaurant where the job candidate is currently working. Their behaviors in the current work environment is a good sample of their energy and commitment.
The Smile:
Yes, of course they will smile in a job interview. They do not get points for this. When interviewing for a job, it only makes sense to smile. (A perplexity as to why some will not.)
Referring back to "The Walk", if you would like to visit their current employer (a restaurant where they currently work), you will see them in action. If you are recognized, the smile will comes back, so wear a disguise. Watching people in environments where they are comfortable will help to know the truth.
If they do notice you during the visit, no worries. Many times a candidate will reveal information without being asked any questions since they are in a comfortable environment. Don't be stupid and ask dumb questions which are not legal. "Are you married?" Stupid.
Watch and listen. That is the primary purpose. Listen and Learn.
The Reality:
Will the candidate be helpful with your restaurant marketing plan because of their over the top service mindset?
When doing an interview, have a trusted team member planted in advance between the exit and the interview space. As the interview ends and the candidate begins to exit, the person you planted can engage the candidate as a stranger. They could ask the candidate almost anything before they leave... "Can I have change for a dollar?", "Do you know where the restrooms are?", "I am meeting John here, is your name John?" are examples.
Watching the candidate during such an exchange should reveal who they are. I have seen candidates are amazing and some who are a little scary.
They may have a skill or talent which keeps you interested. Their responses may prompt you to quickly file their resume in the "do not disturb" pile.
The Old Team:
If the candidate is no longer employed, an actual visit to the previous employer can be very enlightening. When asked about whether (candidates name) is missed, listening to what isn't said and watching body language can be as important as the words. This in only one piece of the puzzle among many but it proves to be very helpful to see the eyes of a previous employer light up with not only recognition but... happiness for the opportunity to talk about an ex-team-mate they miss dearly. The real message can't be seen over the phone.
If you don't have the ability to ask low key questions without attracting attention to yourself, then you have not watched enough private detective shows on TV.
The purpose is not to "catch" anyone. Care and caution still apply in regards to the type of questions asked. The laws for hiring are in place, after all. You do get to see them in action which is more valuable than most realize.
There are more options to learn more about candidates beyond an interview. These few are simply to open the mind and share historical examples which have worked well in the past.
Confusing
What becomes a bit confusing is the "10 minute interview". Someone joining a team can literally kill a guest if they are negligent (by their use of chemicals and sanitation.) The candidate, if hired, will impact the bottom line profit of a restaurant by thousands of dollars over the course of a year. Guests will return or avoid your business based on how well they like the person who is hired.
Yes, in my rookie years, I was known to say: "Do you want a job? Here is a shirt. Go to work." This instant interview process had a steep cost. You may prefer to learn the hard way and willing to take the risk. If so, don't wait until you are short staffed before trying this little experiment.
Tips about interviews to improve restaurant reputation, sales and profits:
- Say "NO" to ten minute interviews.
- Don't hire people who suck.
- Make a commitment to understand the "real" person (beyond a test).
- Don't break the law.
- Do find ways to understand their skills with research.
- Hire eagles and let them fly.
- Don't make a decision of who not to hire based on what they are not. (Everyone has a reason not to be hired.)
- Hire a person for what they can do and what they bring to the team.
- Many can study and give answers from a book in an interview.
- Don't hire someone just like you.
- I am glad you are on the team but one of you is enough.
Restaurant marketing is dead before it starts without a team who can (and will) make every moment a marketing moment. What is it worth? First, second and third interviews. Team interviews. Investigation and more.
Recruiting is not a task. Recruiting, interviewing and selecting awesome people will be the means to build a team and keep the business healthy.
