GuestCulture Talent
A service assessment for hotel candidates.
The candidate answers a guest situation in their own words. You read the response before the interview.
- 01 / The role
Set the criteria for the role.
Talent has assessments for front desk, housekeeping, kitchen, bar and restaurant, and night audit. The hiring team reviews every response against these criteria.
- 02 / The candidate
Invite candidates, or let them apply.
People can apply on a page you publish for the role. You choose whom to invite, and each invited candidate answers a service situation.
- 03 / The review
Read the response.
Use it to prepare questions for the interview.
Sample task
A service recovery task, with a sample response.
The guest has already had an apology. The task asks the candidate for the next step the guest needs.
The guest says
“I appreciate the apology, but I still do not understand what you will do next or when I will hear from you.”
Reply as if you are speaking to the guest. Acknowledge what the mistake meant for them, take responsibility, and give a clear next step. Only promise what you are allowed to do.
What the reviewer looks for
Acknowledges the impact
Says what the mistake meant for this guest before explaining it or offering anything.
Keeps the work off the guest
Takes on the next step. Does not ask the guest to repeat details or follow up themselves.
A candidate response
The promised anniversary flowers were missed.
“I am sorry the flowers were missed. Reservations did put the note on the booking, but the evening handover was unusually busy. I can send a complimentary bottle to the room.”
The review
The response apologises for the flowers, then explains an internal problem and offers a standard gift. It does not mention the anniversary or tell the guest what happens next.
For your hotel
Use Talent for your next hiring round.
Soft opening
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