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| | NEW Hourly Study (2008-2009) | EXECUTIVE SUMMARYOverview
As companies are striving for every available competitive edge, the ability to find and retain employees who possess the right characteristics and fit the profile of the job becomes increasingly important. In addition, companies are looking for solutions to help:
1. Increase overall engagement to produce a more positive team atmosphere and guest experience and to support retention.
2. Increase the available pool of future managers among current employee ranks.
3. Lower incidents and costs associated with counter-productive behaviors.
4. Raise the bar on guest service through exceptional hospitality.
Providing hiring leaders with comprehensive and easy to use tools to help them identify those candidates who can deliver quality service and maintain high levels of engagement and productivity is critical to your organization maintaining a competitive edge. As BHI continually strives to better serve our clients' needs by regularly improving our systems and tools to provide the most accurate information to hire the best candidates, we have embarked on a large scale research initiative to explore the key traits that drive success in hourly level positions in the restaurant industry.
With the insightful expertise of our consulting team and an intimate understanding of our clients' organizational cultures, values, business goals, and future plans BHI creates custom solutions unique to our clients' organizations.
BHI partnered with our clients to not only validate existing scales, but also to create and validate new scales that give a more in-depth assessment of candidates and pinpoint job-specific characteristics as well as future potential. BHI leveraged our 39 + years of assessment experience and our restaurant industry competency models as a foundation to create a high definition, customizable hourly assessment suite that is applicable to a variety of hourly positions.
Providing hiring leaders with comprehensive and easy to use tools to help them identify those candidates who can deliver quality service and maintain high levels of productivity is critical to your organization.
PROCESS AND METHODOLOGYBackground Research
BHI reviewed restaurant industry literature to gain insight into current "hot buttons" and macro trends that impact how companies hire, such as applicant pool, mergers/acquisitions, rapid growth, and other areas that organizations might be struggling with in terms of hourly jobs. BHI also reached out to our clients to gain important information about their hiring needs. Lastly, BHI conducted a thorough literature review of the current scientific literature to ensure we captured the latest research methods and also a review of job descriptive literature to gain a clear understanding of job composition.
BHI continuously works with clients to understand their most current challenges and anticipate future needs, helping them to maintain a competitive advantage.
Development Process
BHI utilized our extensive job analysis research and validated industry competency models for both Front of House and Back of House hourly positions as a foundation for conducting the study. Based on this foundation and the information gathered from the Background Research steps, BHI developed a conceptual framework of hourly performance and identified in our extensive assessment library the best scales that align with the information gathered. Next, a group of six multi-unit restaurant companies participated in this development by asking groups of employees to confidentially complete the assessment and supervisors to rate their performance on a number of factors. Lastly, BHI performed a series of statistical processes to identify the combinations, scoring and weighting to build the final validated assessment.
RESULTSThe hourly study enabled BHI to validate an updated version of our Service Questionnaire (SQ), as well as validate several new assessment indices. Please see the descriptions below.
BHI follows The Uniform Guidelines For Employment Selection Procedures (1979, Department of Labor) in all assessment development and validation.
Updated Scale Descriptions
Drive and Energy – measures a person's quickness of pace, responsiveness, sense of urgency, and action orientation.
Sociability – measures a person's willingness and ability to interact with others, to be communicative, and to initiate conversations.
Stress Tolerance – measures an individual's consistency of mood, tolerance for frustration, optimism, and tendency to maintain composure under pressure.
Friendliness – measures a person's willingness to work alongside others and deal with people in a friendly, helpful, and cooperative manner.
Acceptance of Authority – measures the extent to which a person accepts lines of authority and the structure of the organization. It reflects a person's
Dependability – measures the extent to which a person takes ownership of their tasks, follows through on their commitments, and takes responsibility for their actions.
The study revealed that:
- 86% of front of house employees who scored high on Dependability were rated as high performers.
- 85% of back of house employees who were rated as meeting or exceeding performance expectations scored high on Drive and Energy
New Indexes Descriptions
An index is a supplemental scale that has been validated to measure unique areas that are incremental to the core assessment scales in predicting performance. Indices will be rated on a linear continuum and include descriptive behaviors.
Engageability Index – measures the capacity of the individual to become engaged and, consequently, predicts their potential job commitment, satisfaction, initiative, and passion.
Manager Potential Index –helps identify whether or not an hourly employee has the potential – the basic traits – that are essential for the manager role.
Hospitality Index – identifies candidates who are passionate, patient, and caring individuals who can increase your company's customer satisfaction, repeat business, and brand loyalty.
Counter-productivity Index – designed to identify candidates with a propensity towards engaging in problematic and disruptive behaviors in the workplace.
REQUEST FOR INFORMATIONFor a Technical Manual detailing further descriptions of the assessment scales and the statistical results from the hourly study, please contact Jill McFarland at jmcfarland@batrushollweg.com. |
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