Kathy Broughton had worked in customer service most of her
career. After being laid off from her last position, she noticed an ad for a
job as a front desk clerk at a local hotel and decided this would be the ideal
placement for her.
"I got the job because in the interview I looked
straight into the GM's eyes and said, 'I want this job, and you won't be sorry
if you hire me. I have the personality and the qualifications to do this job.
At the same time, I am willing to be flexible enough to do other jobs in your
building, if necessary. If the bartender can't make it, I can do his job. I'm
prepared to do that at a moment's notice. I'm a team player.'" Broughton
was hired nearly on the spot and has turned her job into a long-term career
move.
She might not have realized it at the time, but Kathy was
making all the right moves to secure the position, and so can you by taking
control of a job interview and selling yourself.
"The number one issue in the job interview is to make
sure you understand that this is your opportunity to sell yourself to the
interviewer," says recruiter Peter Shrive, a partner with Cambridge
Management Planning Inc. "Many people go to an interview with the mistaken
notion that people are going to ask them questions and you will provide answers,
vs. being given the opportunity to tell interesting stories about
yourself."
Adds Shrive, "You've got certain key things you need to
tell about yourself, and these are the things you have to get across in the
defined period of time."
There are three main steps in managing the interview
process:
Get prepped
The best interview is one for which you feel well prepared
and self-confident. First try to find out what type of interview you'll be
facing. The three basic types are those with a written set of questions (if
yes, you can ask if there are any formal questions, much like a take-home
exam); the behavioural interview (where you're asked to describe how you'd act
in different scenarios); and the panel interview (where you face more than one
interviewer, in which case you should note each person's expertise and make
sure to address specific answers to your panellists)?or a combination of these.
- Do
your homework on the hiring company and the position on offer. If it's a
high end restaurant with a "dress code" for servers and other
staff, for instance, take the time to visit the establishment, try the
food, study the menu, get a feel for the ambience. A casual pub/club
environment will have an entirely different feel. Dress for success takes
on a whole new meaning, depending on the type of hospitality or restaurant
job for which you're applying.
- Become
a "mini-expert" on your prospective new employer so you can
speak with authority and enthusiasm. Use online resources to find out as
much as you can about the interviewer.
- Bring
full documentation - not just copies of your resume and cover letter, but
any diplomas, certificates and honours.
Ace your interview
"There are three excellent techniques you should use
with the interviewer," says Shrive:
- Have I
answered your question completely?
- Did
you get the information you needed?
- Is
there any other aspect of my experience we need to review?
"Sometimes the interviewer will ask a question, note
the answer and move on, so you need to check in regularly to make sure they've
gotten the information they need." This is how you can take control of the
interview and ensure you're communicating your best points.
Adds Shrive, "First impressions are extremely
important, and not just visual impressions. The definition of an interview is
five minutes of selecting impressions and 55 minutes of selecting data to
support those impressions."
- Rehearse
your interview. That way you can take control from the start with
well-considered answers that give the interviewer the best impression of
your career. Never assume your interviewer has even read your resume since
he or she might be conducting dozens of interviews that day.
- Look
for opportunities to tell anecdotes reflecting your experience. Were you,
as a server, called upon to take over the hostess's job from time to time?
Tell your story!
- Support
your skills and credentials with tangible results of your achievements. If
bar sales increased while you were bartender at a restaurant, quantify
your successes. If you were employee of the month at your last job, this
could distinguish you from your competition.
- Don't
leave without asking: "Have I answered all your questions?"
"Are you the person with whom I should follow up (take a business
card)?" "When do you expect to make your decision?"
- Did
you make any promises during the interview requiring further action? For
instance, if you were involved in developing the menus at your last
restaurant job but didn't bring them with you, don't forget to keep your
promise.
Do follow up
In the old days, mothers instructed their children to write
"bread and butter" thank you notes to their dinner hosts. The same
holds true as an interview follow-up, even in today's high tech world. While
email is acceptable to say thank you, according to Shrive, nothing impresses
more than a handwritten note, hand-delivered. Remember, the hospitality and
restaurant industry is all about customer service. Here's your chance to shine.