Hoteliers should tweak their hiring procedure to catch the more dedicated and productive "A players," writes John Tschohl, founder and president of the Service Quality Institute. This ensures that the entire service workforce possesses a common drive toward excellence. "Look for people who smile, are enthusiastic, and have a good attitude and a neat appearance. Develop a list of questions to use during each interview, so you get answers that are easy to compare and evaluate among applicants," Tschohl writes.
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