MASTERING BEHAVIORAL INTERVIEWS

MASTERING BEHAVIORAL INTERVIEWS 

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If you are seeking a job within the competitive hospitality industry, 

you 

need to be aware that employers are frequently turning to the use of 

behavioral interviewing, rather than traditional modes. Employers are 

aware that traditional interviews do not give the desired ability to 

predict a candidate's future job performance. Behavioral interviews are 

4-

5 times more likely to give the employer information about your past 

performance, which is the indicator of your future performance. They 

will 

be asking questions that will probe your past and will be listening 

carefully for you to respond using key words that are a part of their 

predetermined acceptable answers. Are you prepared to compete for the 

position? 

What does the buzz phrase "Behavioral Interview" mean? 

The term "behavioral interview" can be defined as the type of interview 

which allows employers to gain a keen sense of the type of employee you 

are. Rather than ask you to respond to something specific such as "Name 

three things you enjoyed in your last position", the employer might 

phrase 

it "Tell me about some things that you enjoyed about your last 

position." 

He will be listening for pre-determined keywords and will rate you 

accordingly. 

What are universal key words in the hospitality industry? 

-Industry Standards: Customer, Satisfaction, Service, Quality, Smile 

-Work Standards: Punctual, Detail, Organized, Decision, Honest, 

Flexible, 

Initiative, Willing 

-Co-worker Standards: Relationship, Teamwork, Multicultural 

-Industry Experience: Professional, Expertise, Result 

Depending upon the specific position, you are interviewing for (hotel, 

resort, food service, and restaurant); there will be additional 

keywords 

the employer is looking for. A chef may want to use the 

word "presentation", for example. A room cleaner would want to be sure 

to 

use the word "thorough" during the interview. A front desk manager 

would 

want to use the word "appearance". Develop your list accordingly. 

Research will pay big dividends 

Whether you are applying for a position in a hotel, resort community, 

or a 

position in food service; it is critical that you do your homework. 

There 

are three easy steps you can take to prepare for the application and 

interview process. 

-Research. Do an internet search, visit, or call to gather information. 

It 

will be beneficial to write keywords used in the web content or 

conversation, to use when applying or interviewing. 

-Apply. Tailor your resume and cover letter to meet the employer's 

needs. 

Use the information that you have gathered to write an effective 

document 

that will cause the employer to immediately take notice and call you in 

for an interview. 

-Interview. Become familiar with behavioral interviews. You can do an 

internet search to obtain lists of potential questions. The key will be 

to 

know the typical formats and have a dozen rehearsed scenarios that you 

can 

tailor to the specific question at the interview. 

What format should you use in relating scenarios? 

Many employers will be listening for a simple three step response 

format 

to their questions; therefore you will want to frame your responses 

accordingly. The format is knows as Situation-Action-Result (SAR). 

-Situation-the employer wants a concise description of the setting and 

circumstances that you are discussing. 

-Action-the employer wants you to describe what action you took in the 

situation. 

-Result-the employer will be looking for the results. Using keywords 

and 

quantitative, measurable results will be very impressive! 

Employers will be listening for how you reacted to the situation, what 

action you took and the results. Be prepared to give at least one 

example 

of what might be perceived as an extremely difficult situation. Prepare 

to 

share about a negative situation that had a positive outcome. 

What are the three types of questions in Behavioral Interviews? 

-Open questions. These are questions that will allow you to use the SAR 

format and answer in a clear and concise manner. The employer will 

likely 

follow up with additional probing questions, looking for signs that you 

may not have been completely honest. 

-Tell me about a time that you helped someone in need. 

-Give an example of a situation that was uncomfortable for you. 

-Relate an experience you have had as a part of a team. 

-Closed questions. These are questions that are asked for the purpose 

of 

verifying something you may have indicated during the application 

process 

or earlier in the interview. The employer is looking for consistency in 

your answers. 

-You attended XYZ Institution, correct? 

-You are able to begin next week, correct? 

-You intend to live in this area for at least another year, correct? 

-Why questions. These are questions that require you to give a logical 

and 

decisive explanation for a previous action. The employer is not judging 

your action, but rather your ability to reason, logic and make a 

decision. 

-Why did you choose to apply here? 

-Why have you changed jobs within the hospitality industry three times? 

-Why did you leave your position at XYZ company? 

You Are Ready 

You have researched the company, located keywords, applied for the job 

prepared a number of scenarios, and rehearsed answers to potential 

questions. You are now ready to go to the Behavioral Interview with 

confidence.