In my my previous blog posts, I extensively explored the common interview mistakes made by candidates at all levels and provided strategies to overcome them. Among all the crucial factors that candidates must consider, one is paramount: the ability to establish a profound connection with the interviewer. While other elements such as focus, structure, and providing performance-based examples are vital, I have repeatedly observed that the capacity to establish a meaningful connection with the interviewer holds significant sway. Even if you do well in all areas, the absence of a genuine connection with the interviewer may unfavourably impact the interview outcome.
So let’s dive into the wild world of interviews, where I’ve had my personal fair share of experiences as both an applicant and an interviewer. Picture this: It’s my very first interview, and I’m on a mission to find a foreman for the stewarding department at the fancy Intercontinental Hotel in Berlin.
As I strutted my way to the HR department, back then known as the Personal Office (fancy, huh?), I couldn’t help but notice a long line of eager applicants, anxiously waiting for their turn. Being the friendly person I am, I greeted each of them with a booming “Good morning!” But alas, only three out of the twelve mustered up a half-hearted response. Well, that’s not the best start, is it?
Just as I was about to reach the end of the line, a man steps forward, extends his hand, and boldly introduces himself, “Sir, I am Nasseradine Camille from Lebanon. I am very good at work, and I need this job!” Well, talk about confidence!
Taking a moment to collect myself, I shake his outstretched hand and tell him to hang tight. I dash into the personal office to fetch the applicant files and comments from the personal manager, and swiftly return. Passing Nasseradine, I say, “Come, my friend, let’s have a coffee and talk.” Our coffee interview lasted a mere ten minutes, but during that time, I made up my mind—I was hiring this guy on the spot. And believe it or not, just five weeks later, I promoted him to foreman. Talk about a success story!
Since then, my interviewing style has been anything but conventional. I like to conduct interviews in open spaces, creating a relaxed atmosphere. Heck, sometimes I even take a stroll through the work area, just to get a feel for the candidate’s potential future workplace. It’s like a leisurely walk in the park, except we’re discussing job prospects. How fancy!
Now, here’s a little secret—I never received any formal training on how to conduct interviews. And you know what? I think that lack of structure has been a blessing in disguise. Those structured interview questions that everyone uses these days can make applicants feel like they’re on trial! And let’s not forget about the power dynamics when unskilled recruiters are in the mix. Yikes!
Another “Interview Event” significantly impacted my interviewing style. Picture this: I was the Executive Assistant F&B to Vice President Samir Shafei at the Los Angeles Hilton. Sam, as he preferered to be called, summoned me to a confidential meeting held in the Presidential Suite of a 1000-room hotel near LAX. The purpose? Oh, just for Barron Hilton, the Chairman & President of Hilton Hotels Corporation, to casually meet and chat (I say “chat” because “interview” feels too stuffy) with Steven Bollenbach, who would later ascend to the helm as the CEO of Hilton Hotels Corporation.
Now, Sam wanted absolute privacy for this confidential tête-à-tête. He trusted me, yours truly, to handle all the food and drink needs, serving up a private luncheon and ensuring I was on standby for any unexpected requests that might arise.
After escorting the illustrious duo to the suite, Mr. Hilton, I happened to know from my Waldorf-Astoria days in NYC, beckoned me to stay close: “Helmut, please, stay in the lobby and be ready for anything. We won’t need more than a few hours, just be around.” And so, with well-measured discretion, I stationed myself in the anteroom of the presidential suite, transforming into a clandestine “eyewitness” to a meeting that would reshape the fabric of Hilton Hotels in the twenty-first century.
Now, let me disclose that this is the first time I’m sharing this story and its profound impact on me, whether I found myself in the shoes of an interviewer or an interviewee. The interaction I witnessed between these two powerhouses was something else, my friend. It was a harmonious dance, a refreshing departure from the authoritarian style that permeated many interviews worldwide until today, particularly across the pond in Western Europe.
For those of you who may need to become more familiar with Steven, let me enlighten you. He was the CFO of Disney, the maestro behind Marriott’s grand restructuring, and the man credited with preventing Donald J. Trump from performing a personal somersault into bankruptcy. Talk about a resume! In this meeting, Barron Hilton handpicked Steven as the captain to navigate Hilton Hotels through treacherous waters and reshape it for a glorious future.
Despite their utmost respect for each other, it was as if they were old chums sipping tea on a sunny afternoon. Their interaction wasn’t like your run-of-the-mill interviewers, who tend to channel their inner autocrat. No, no, no. This was different.
First, they indulged in some chit-chat about the decor of the presidential suite and casually musing about the hotel’s ongoing renovation and the way Sam , my boss was handling operating a 1000 room hotel during a full scale renovation. I couldn’t help but notice their laser-like focus when conversing.
Even though Steven was a renowned and respected figure, particularly for his financial prowess, it was clear that Barron wore the recruiter’s hat that day. The infamous “Tell me about yourself” question would have been an insult in this setting. Barron was armed with knowledge, firing off questions that dove deep into Steven’s insights on his groundbreaking approach to restructuring Marriott. They delved into it with gusto. And you know what? Steven responded in kind. He mirrored Barron’s rhythm. He skill-fully repeated and interpreted Barron’s questions before delivering responses that would make Barron’s jaw drop. It was like a friendly game of volleyball, except they were on the same team, spiking knowledge bombs back and forth. And boy, did Steven know how to play the game!
What struck me the most was that these two powerhouses needed each other. It wasn’t a one-sided battle for dominance. They were united, like superheroes joining forces to conquer a common enemy—okay, maybe not that dramatic, but you get the idea.
So, what did I learn from this extraordinary encounter? Simple. The interviewer isn’t your adversary; they’re sailing in the same boat as you, trying to find the perfect mate. They want to confirm what they know about you and see if you fit their needs. It’s like a job application blind date, where both parties have to click.
Ever since, I approached my interviews differently. I studied the company, knew the key players, and even took note of expansion- or renovation plans. Of peculiar interest were weaknesses in their service delivery, revenue- and cost management issues and of course the urgency to filling the open position. I walked in with the mindset that I was the solution the company was searching for, and let me tell you, it worked like a charm for years to come! And not only that, I was a solution indeed in most instances.
Now, I am not a big shot like Steven Bollenbach or Barron Hilton, but their lessons can benefit all of us. And let’s be fair here, the quality of the average interviewers we find in today’s hotel market is far from the quality level of a Barron Hilton, not even in the C-Suites where I had some of my interviews.
Some time after this meeting, Stephen took over as CEO of Hilton Hotels and initiated the various mergers and actions, which ultimately led to the sale of Hilton Hotels to Blackstone.
In our industry, candidates and applicants are significantly more prepared for interviews compared to the past. They are actively challenging the traditional power dynamic between hotel companies and job seekers, especially in the post-corona world where the market favors buyers.
Based on my observations and network connections, I have come across a substantial pool of talented individuals who are eager to fill vacant positions and leave their mark in the industry. However, it is evident that HR departments in our industry often struggle to effectively manage the self-imposed labor shortages.
The challenge faced by hotel companies is a clear and imperative one. It demands a focused effort on re-evaluating salary structures and eradicating unnecessary entry barriers, particularly those associated with education, which persist across numerous companies, including prominent global entities. Moreover, it necessitates a fundamental shift in mindset to align with the evolving expectations and aspirations of young hoteliers. This alignment should not only manifest in the language employed in job advertisements, but also in the overall expectations set by hotel companies.
It is worth noting that Horst Schulze, CEO of Ritz Carlton Hotels, passionately advocates for outsourcing the entire interview process to ensure its impartiality. This insight, discussed in his book “Excellence Wins,” underscores the importance of implementing unbiased practices throughout the hiring journey.
Here You have my honest and very personal opinion.
You know that career coaching has become a lucrative business in today’s world? Not that there’s anything inherently wrong with it, but it seems like there’s an excessive emphasis on perfecting resumes and mastering scripted interview questions. It’s become quite the industry! However, as a seasoned and successful hotelier who has traversed various departments across the globe, I firmly believe that many hoteliers possess the skills and knowledge to navigate this process themselves and find the right resources when needed. I will point out the right sources in another blog.
Ending today’s blog, I am filled with deep gratitude as I reflect on the time I was fortunate enough to work alongside an exceptional mentor in Los Angeles.
Memories of our collaboration flood my mind, and I cannot help but express my heartfelt appreciation for his incredible support, unwavering guidance, and invaluable advice. It is with utmost sincerity that I acknowledge the pivotal role he played in shaping the existence of this very blog. So, with genuine warmth, I extend my heartfelt thanks to you, “Sam. I hope you don’t mind me sharing this fond anecdote as a testament to your profound influence”.
I wish you all the best on your journey. Embrace every opportunity and make the most out of it. Cheers!
Sincerely, Helmut