Written by Zahira J Coll, all rights reserved, the content of this presentation, or parts thereof, may not be rWritten by Zahira J Coll, all rights reserved, the content of this presentation, or parts thereof, may not be reproduced in any form without written permission from the author.eproduced in any form without written permission from the author.

““Selecting the Ideal employee;Selecting the Ideal employee;Interviewing Know-How”Interviewing Know-How”

Presented By: Presented By: Zahira J CollZahira J Coll

Executive DirectorExecutive Directorzcoll@romedayspa.comzcoll@romedayspa.com

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The FoundationThe FoundationWhat do we know?What do we know?

Why are we here today? Why are we here today?

In the spa industry we provide services, for In the spa industry we provide services, for which we need people.which we need people.Our employees are the most important aspect Our employees are the most important aspect of our business success...it is of extreme of our business success...it is of extreme importance that the team function as a whole, importance that the team function as a whole, not as individual businesses...like a machine not as individual businesses...like a machine with many parts, they all need to provide with many parts, they all need to provide certain elements of personality, skills and certain elements of personality, skills and abilities. abilities.

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The FoundationThe Foundation

Our compensation system or Our compensation system or how we pay our employees how we pay our employees determines how we need to hire.determines how we need to hire.

As individuals we respond As individuals we respond psychologically to certain psychologically to certain aspects of how we get paid.aspects of how we get paid.

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The FoundationThe Foundation If we pay in % basis, If we pay in % basis,

such as commission such as commission pay, we will be pay, we will be attracting ‘independent attracting ‘independent workers with workers with entrepreneurial entrepreneurial personalities’.personalities’.

If we do Booth Rentals If we do Booth Rentals we will be attracting we will be attracting individuals that want to individuals that want to have their own have their own business, do things their business, do things their own way.own way.

If we pay a flat rate, If we pay a flat rate, such as an hourly rate such as an hourly rate or pay for every or pay for every minute they are on minute they are on schedule we attract schedule we attract ‘longevity minded, ‘longevity minded, structured driven, structured driven, most likely to be team most likely to be team players individuals’.players individuals’.

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The ProcessThe ProcessIndependently of what compensation method Independently of what compensation method

youyouwill use (except Booth Rentals) will use (except Booth Rentals)

The steps to Hiring your Ideal Staff are:The steps to Hiring your Ideal Staff are:

1.1. Preparation & RecruitingPreparation & Recruiting2.2. Promoting Open PositionsPromoting Open Positions3.3. InterviewingInterviewing4.4. SelectionSelection

Let’s go over these points in more detail.Let’s go over these points in more detail.

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Preparation & RecruitingPreparation & Recruiting

Create the staffing matrix Create the staffing matrix – To decide if you need Full-time/Part-time To decide if you need Full-time/Part-time

or On-Call and how many of each.or On-Call and how many of each.– Use a mock schedule to make sure you Use a mock schedule to make sure you

are not over staffing or under staffing.are not over staffing or under staffing.– Consider cross-training and multiple Consider cross-training and multiple

license requirements.license requirements.

Make decisions about compensation. How Make decisions about compensation. How

will you pay, how much will you pay, etc.will you pay, how much will you pay, etc.

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Preparation & RecruitingPreparation & Recruiting Create the Job DescriptionsCreate the Job Descriptions

– Research Licensing and Permit RequirementsResearch Licensing and Permit Requirements– Decide on duties, tasks and activities per Decide on duties, tasks and activities per

position.position.– Job Descriptions help the employee to Job Descriptions help the employee to

understand exactly what is expected of them.understand exactly what is expected of them.– They are tools to be used in the training They are tools to be used in the training

process. Use them to assist you in creating process. Use them to assist you in creating your Standard Operational Procedures and your Standard Operational Procedures and training materials, this will ensure you stay training materials, this will ensure you stay consistent with what you said the job duties consistent with what you said the job duties are.are.

– The job descriptions are an integral part of The job descriptions are an integral part of my methodology, without them this process is my methodology, without them this process is irrelevant. irrelevant.

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Create Job DescriptionsCreate Job Descriptions

If you are not going to create If you are not going to create the job descriptions and the job descriptions and prepare all the other prepare all the other materials you will need, materials you will need, STOP. Without the foundation STOP. Without the foundation required, and your required, and your commitment to do this right, commitment to do this right, the process would be futile.the process would be futile.

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Preparation & RecruitingPreparation & Recruiting Design Interviewing ScriptsDesign Interviewing Scripts

– Interviewing Scripts help to plan in advance Interviewing Scripts help to plan in advance what you will say in order to dedicate the what you will say in order to dedicate the greater part of your time to listening and greater part of your time to listening and evaluating the applicant’s responses. evaluating the applicant’s responses.

– When writing the questions, use the job When writing the questions, use the job descriptions to ensure you are finding the descriptions to ensure you are finding the candidate that meets the qualifications of candidate that meets the qualifications of the position.the position.

– Design the scripts to find the personality Design the scripts to find the personality and characteristics ideal for each position. and characteristics ideal for each position. (More on this in a later section.)(More on this in a later section.)

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InterviewingInterviewing Interview Objectives. An effective Interview Objectives. An effective

interviewer seeks to know the following interviewer seeks to know the following about a candidate by the time the about a candidate by the time the interview is over:interview is over:– Education and training backgroundEducation and training background– Job history and responsibilities (stable Job history and responsibilities (stable

work history, level of experience)work history, level of experience)– The reasons for gaps in work history The reasons for gaps in work history

or “job hopping”.or “job hopping”.– Personality traits. How will they fit Personality traits. How will they fit

with you?with you?– MotivationMotivation

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InterviewingInterviewing

Interview objectives (cont.)Interview objectives (cont.)– Communication Skills. Ability to Communication Skills. Ability to

communicate effectively, written & oral.communicate effectively, written & oral.– Manageability. Ability to take direction, Manageability. Ability to take direction,

attitude towards previous managers.attitude towards previous managers.– Self-assessed strengths and Self-assessed strengths and

weaknesses.weaknesses.– Behavioral Predictions = Most likely way Behavioral Predictions = Most likely way

this person will respond in a given this person will respond in a given situation.situation.

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InterviewingInterviewing Types of QuestionsTypes of Questions

– The typical and most commonly used The typical and most commonly used interviewing method currently uses a interviewing method currently uses a combination of “close ended” questions combination of “close ended” questions that explore past work history, that explore past work history, education, appearance, communication education, appearance, communication skills, etc.skills, etc.

– To be able to study past behavior we To be able to study past behavior we need to use situational and probing need to use situational and probing questionsquestions..

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InterviewingInterviewing Types of Questions (cont.)Types of Questions (cont.)

– In the methodology I have created, we In the methodology I have created, we use a combination of questions:use a combination of questions: Close-ended questions are useful for Close-ended questions are useful for

verification of information and to get verification of information and to get the ball rolling.the ball rolling.

Open-ended questions are Open-ended questions are deliberately broad in nature, have no deliberately broad in nature, have no correct answer and are designed to correct answer and are designed to help the candidate tell a story.help the candidate tell a story.

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InterviewingInterviewing Types of Questions (cont.)Types of Questions (cont.)

– We categorize our interview questions We categorize our interview questions as follows:as follows: Rapport building, opening questionsRapport building, opening questions Purpose questions = building trust, Purpose questions = building trust,

ice breakers/expected questions, ice breakers/expected questions, used to analyze attitude, aptitude used to analyze attitude, aptitude and skills.and skills.

Probing = follow up questions to Probing = follow up questions to every answer, to get deeper into the every answer, to get deeper into the past behavior of the candidate.past behavior of the candidate.

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InterviewingInterviewing Types of InterviewsTypes of Interviews

– The first interview should be used to The first interview should be used to assess if the candidate meets the assess if the candidate meets the requirements set forth in the job requirements set forth in the job description, from licensing, permits, description, from licensing, permits, education and experience to Job Specific education and experience to Job Specific Requirements.Requirements.

– Second and Third Interviews should be Second and Third Interviews should be used to determine if the candidate has used to determine if the candidate has the aptitude, attitude, talents & skills the aptitude, attitude, talents & skills you need for your perfect match.you need for your perfect match.

– The Audition is an excellent tool to The Audition is an excellent tool to determine technical ability.determine technical ability.

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InterviewingInterviewing Decisions, decisions. When you are Decisions, decisions. When you are

deciding what it is that you need and want deciding what it is that you need and want in a team member, you have to make sure in a team member, you have to make sure you create questions and look for you create questions and look for candidates that have something in each of candidates that have something in each of these categories:these categories:– TalentTalent = a natural ability not acquired through = a natural ability not acquired through

effort.effort.– SkillsSkills = the expertness that comes from training, = the expertness that comes from training,

practice; something learned.practice; something learned.– AptitudeAptitude = quickness in learning and = quickness in learning and

understanding; intelligence.understanding; intelligence.– AttitudeAttitude = a manner of acting, feeling or thinking = a manner of acting, feeling or thinking

that shows one’s disposition, opinion, etc.that shows one’s disposition, opinion, etc.

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InterviewingInterviewing Decisions (cont.)Decisions (cont.)

– Skills are important, especially for a Skills are important, especially for a licensed or technical position however licensed or technical position however attitudeattitude and and aptitudeaptitude are MORE important. are MORE important. Someone might have the right licensing Someone might have the right licensing requirement and technical requirement and technical skillskill for the job for the job but they might be lacking the but they might be lacking the aptitudeaptitude to to learn new things, the learn new things, the attitudeattitude to be a team to be a team player and service oriented, and the player and service oriented, and the talenttalent to smile and serve from the heart. to smile and serve from the heart.

– Without all of the components you would Without all of the components you would have an incomplete candidate, an imperfect have an incomplete candidate, an imperfect staff.staff.

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InterviewingInterviewingA typical interview script:A typical interview script:

GreetingGreeting– How was your drive here? How was your drive here? – We appreciate you being here today. I am going to We appreciate you being here today. I am going to

ask you some questions and I will be taking notes ask you some questions and I will be taking notes during the interview. Do you have any questions for during the interview. Do you have any questions for me before we start?me before we start?

Ice BreakersIce Breakers– Please give me a brief summary of your previous Please give me a brief summary of your previous

work experience.work experience.– Please tell me why you want to work at XYZ Spa? Please tell me why you want to work at XYZ Spa?

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InterviewingInterviewingA typical interview script continued:A typical interview script continued:

– Behavioral QuestionsBehavioral Questions– Technical QuestionsTechnical Questions– Explanation of your Recruitment Explanation of your Recruitment

processprocess– FarewellFarewell– Analyze the interview notes and make Analyze the interview notes and make

your preliminary decisions.your preliminary decisions.

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InterviewingInterviewing The questions that help you analyze The questions that help you analyze

your candidate:your candidate:

– ““Can you work under pressure?” orCan you work under pressure?” or– ““Tell me about a time when you had to Tell me about a time when you had to

work under pressure.”work under pressure.”– Do you like to do well at your job? Why? OrDo you like to do well at your job? Why? Or– Tell me about a time when you went Tell me about a time when you went

“beyond the call of duty?” (Probing: What “beyond the call of duty?” (Probing: What did you do? How did it help the situation did you do? How did it help the situation you are describing?”)you are describing?”)

What is the difference between these What is the difference between these questions? questions?

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InterviewingInterviewing The questions that help you The questions that help you

analyze your candidate continued:analyze your candidate continued:– Manageability:Manageability:

How would you describe your How would you describe your idealideal manager?manager?

– Motivation:Motivation: Give me an example of some goals Give me an example of some goals

you’ve had and how you’ve reached you’ve had and how you’ve reached them?them?

What motivates you to perform to What motivates you to perform to the best of your ability?the best of your ability?

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InterviewingInterviewing The questions that help you analyze The questions that help you analyze

your candidate continued:your candidate continued:– Responsibility level:Responsibility level:

Tell me about a time when you had to Tell me about a time when you had to be late for work, how did you handle be late for work, how did you handle it?it?

– To create balance:To create balance: ““Was there ever an occasion when Was there ever an occasion when

things didn’t work out so well?” orthings didn’t work out so well?” or ““Can you give me an example of Can you give me an example of

something in this area that you are something in this area that you are not proud of?”not proud of?”

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InterviewingInterviewing The questions that help you The questions that help you

analyze your candidate continued:analyze your candidate continued:– Time Management skills:Time Management skills:

How do you make sure you stay on How do you make sure you stay on time for your booked appointments?time for your booked appointments?

– MiscsMiscs:: How do you retail the spa products How do you retail the spa products

to the clients?to the clients? When do you feel is appropriate to When do you feel is appropriate to

discuss your personal opinion with a discuss your personal opinion with a client?client?

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““Selecting the Selecting the Ideal Ideal EmployeeEmployee””

““When it comes to employment practices When it comes to employment practices and employee relations, and employee relations,

it is always best to beit is always best to be

prepared for the absolute worst prepared for the absolute worst

but expect the absolute BEST!”but expect the absolute BEST!”

For FREE Spa Business Advice I invite you to check my Blog:For FREE Spa Business Advice I invite you to check my Blog:

http://resourcesanddevelopment.typepad.com/spa_business_wisdom/http://resourcesanddevelopment.typepad.com/spa_business_wisdom/

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““Selecting the Selecting the Ideal EmployeeIdeal Employee””

For FREE Spa Business Advice I invite you to check my For FREE Spa Business Advice I invite you to check my Blog:Blog:

http://resourcesanddevelopment.typepad.com/spa_business_wisdom/http://resourcesanddevelopment.typepad.com/spa_business_wisdom/

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Thank you for your Time!Thank you for your Time!

If you are interested in Job Description If you are interested in Job Description Templates, Employee Manual and other Templates, Employee Manual and other services I invite you to visit Resources & services I invite you to visit Resources &

Development Development

BoothBooth

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Zahira J CollZahira J Collzcoll@romedayspa.comzcoll@romedayspa.com

Thank you!Thank you!