Tips & Suggestions for Hotels to Hire Staff for Empathy

Hiring for empathy in hotels is crucial for delivering exceptional guest experiences. Here are five suggestions and guidelines to help identify and recruit candidates with strong empathy:

1. Incorporate Behavioral Interview Questions:
   • Develop interview questions that focus on past experiences where candidates demonstrated empathy. Ask them to share specific instances when they went above and beyond to meet a customer’s needs or handled a challenging situation with empathy. Look for candidates who can provide detailed, real-life examples.
2. Use Role-Play Scenarios:
   • During the interview process, incorporate role-play scenarios that simulate common guest interactions. This allows you to observe how candidates naturally respond to guest needs, showcase problem-solving skills, and demonstrate empathy. Look for candidates who actively listen, show understanding, and adapt to the needs of the simulated guests.
3. Assess Emotional Intelligence:
   • Include assessments or tests that measure emotional intelligence. Emotional intelligence is closely linked to empathy and involves understanding one’s emotions and those of others. Consider using tools like personality assessments or situational judgment tests to gauge a candidate’s emotional intelligence and empathy.
4. Evaluate Past Customer Service Experience:
   • Prioritize candidates with a track record of customer service experience. Examine their work history to identify roles that required direct interaction with customers or guests. Individuals with a history of positive customer service are likely to possess the interpersonal skills, including empathy, necessary for the hospitality industry.
5. Reference Checks and Guest Feedback:
   • Conduct thorough reference checks and ask previous employers specifically about the candidate’s ability to empathize with customers. In addition to traditional references, consider seeking feedback from guests if the candidate has a history in the hospitality industry. Previous positive guest experiences are indicative of a candidate’s potential to bring empathy to their role.

Remember that empathy is a multi-faceted trait, encompassing active listening, understanding diverse perspectives, and responding with compassion. By incorporating these suggestions into your hiring process, you increase the likelihood of selecting candidates who not only possess the technical skills required for the job but also have the empathetic qualities.