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Hospitality Recruitment: Finding Soft Skills Stars

Kirstie Kelly

"There is arguably no more important job role than that which interacts with the customer". A person recruited for a customer service role will represent your company and its brand. In the hospitality industry that person also represents a region or possibly a country. This means that there’s a lot a stake when hiring for this sector. Recruiters need to be able to assess soft skills in the first round of selection and that’s where video interviews can help.


When a customer’s expectations are exceeded in a restaurant or hotel, it not only secures brand loyalty but also raises the profile of the locale. In turn, that boosts local tourism and revenue. Unfortunately, when a patron is disappointed, it has an equally powerful negative effect. It is for this reason that Hotel Industry magazine suggests, "it is now crucially important to develop a 360-degree view of potential candidates to assess their soft skills and sector specific skills."

Hotel Industry magazine also argues that, currently, the hospitality industry is relying too heavily on post-employment measures to screen candidates. Waiting until after hiring someone to assess aptitude and personality can lead to a loss of business, costly increased employee turnover and reduced company morale. The problem is that you can’t glean qualities such as a friendly tone, appropriate language and professional appearance from a CV. The solution is video interviewing.

Video interviewing gives you the opportunity to watch a candidate in action without the risk of putting them in front of a real customer.

A video interview allows you to present a candidate with a role-play scenario, and then listen to their instincts, watch their body language and assess their professionalism. The efficiency of video interviews also means they can be implemented early in the selection process. That way you are looking for natural hospitality stars from the widest possible talent pool.

How do you measure soft skills?

Kirstie Kelly

Kirstie is our resident expert in the field of recruitment and technology, having 23 years total experience in commercial business across a range of business sectors. As a result, she has been instrumental in ensuring the innovative technology provided at LaunchPad is relevant for our customers. Kirstie's passion is all about finding creative solutions to recruitment challenges. And no better way than with technology!