Front Desk Case Study

Four questions I would ask the applicants are as follows:

1. What does excellent customer service look like to you?

2. Tell me about a time you had to handle an upset customer (or acquaintance if they have no experience).

3. For example, you are on the phone with a customer making a reservation, and in walks two separate parties waiting to check in. How would you handle this situation?

4. Why should I consider you for this position, and what qualities can you bring to our team?

I believe each of these questions would give me a decent amount of information on how the candidate would perform as the Front Desk manager, and if they would be a suitable individual for the position. They cover situational, behavioral, and role-specific questions,

Having a structured training process is one of the most important aspects of hiring, and over the years, “research continues to show the link between training and increased productivity” (Woods, Johnson, & Sciarini, 2012, p. 183). The reason training is so incredibly important is because if employees are not trained properly, it is likely that they will end up quitting or be fired for not performing at the standards they should. Improper training leads to unproductive employees, which could lead to terminating employees, resulting in a high turnover rate. Turnover costs roughly $3,000-$10,000 per hourly employee, and separation costs, replacement costs, and training costs add up from the time an employee is fired to when the next employee is successfully performing their job (Woods, Johnson, & Sciarini, 2012, p. 411). According to the textbook, “trained employees produce more than new employees who are still learning… and sell more items than do trainees,” meaning it is more profitable to train your employees as quickly and efficiently as possible to make them the best employees they can be (Woods, Johnson, & Sciarini, 2012, p. 411). In creating my training program, I will need to establish training objectives, establish training criteria,