The Selection of Quality Operative Staff in the Hotel Sector

Examines the use of two selection techniques, i.e. biodata and personality assessment, which have been found to have high predictive validities when used in other industries, in the context of hotel employee recruitment. In the first phase of a pilot study, Saville and Holdsworth′s Customer Service Questionnaire (CSQ) was used together with a questionnaire designed specifically to collect biodata (biographical information). The research was carried out at a four‐star hotel in central Manchester, with the aim of identifying any characteristics which were common to those hotel operatives who frequently interacted with guests, who were reliable and who produced a high standard of work consistently, so that a specific selection tool which isolated these characteristics might be developed.