Role
Front Desk Manager / hospitality supervisor
The hiring challenge
They must sustain the team's service standard and resolve complaints on the spot. In the interview it is hard to tell the good host from the good leader of hosts.
What to assess
Leadership of service teams, hospitality orientation and self-control to resolve complaints in the heat of the moment.
How we build the mix
A person with higher cognitive ability tends to learn faster, reason better and adapt to new problems. For this role it is a good base for the mix.
Related competencies confirm that this capable person can perform the specific functions of the role well, not just reason in the abstract.
A technical assessment (your own or digitized) verifies they can use the tools of the role. Or, as an alternative, DISC to learn the behavioral profile for the role.
Suggested assessment mix for front desk manager / hospitality supervisor
7 assessments · variable time. Suggested guide: adjust it to your process.
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People with greater learning ability tend to adapt faster to the hotel's systems, standards and processes.
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Helps observe how they lead and develop the team in their charge.
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Helps observe the service vocation and the sustained warm treatment of the customer.
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Helps observe customer orientation and the quality of service.
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Helps observe emotional handling and resilience under the pressure of the role.
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Helps observe order, prioritization and follow-through under workload.
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Helps observe clarity when communicating and the quality of dealings with others.
ⓘ The exact mix and its fit are tuned by Kokoro with you. This mix is a guide, not a closed recipe.