{"id":3087,"date":"2023-02-19T16:11:29","date_gmt":"2023-02-19T16:11:29","guid":{"rendered":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/chapter\/apply-it-11-3-recruiting-and-hiring\/"},"modified":"2025-05-27T12:25:39","modified_gmt":"2025-05-27T12:25:39","slug":"apply-it-11-3-recruiting-and-hiring","status":"publish","type":"chapter","link":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/chapter\/apply-it-11-3-recruiting-and-hiring\/","title":{"raw":"Apply It 11.3: Recruiting and Hiring","rendered":"Apply It 11.3: Recruiting and Hiring"},"content":{"raw":"<section class=\"textbox learningGoals\">\r\n<ul>\r\n\t<li><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;Understand how business benefits from diversity in the workforce&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:14720,&quot;10&quot;:0,&quot;11&quot;:4,&quot;14&quot;:{&quot;1&quot;:2,&quot;2&quot;:0},&quot;15&quot;:&quot;Calibri&quot;,&quot;16&quot;:10}\">Understand how business benefits from diversity in the workforce<\/span><\/li>\r\n\t<li><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;Describe common recruitment strategies&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:14722,&quot;4&quot;:{&quot;1&quot;:2,&quot;2&quot;:16777215},&quot;10&quot;:2,&quot;11&quot;:4,&quot;14&quot;:{&quot;1&quot;:2,&quot;2&quot;:0},&quot;15&quot;:&quot;docs-Calibri&quot;,&quot;16&quot;:10}\">Describe common recruitment strategies<\/span><\/li>\r\n\t<li><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;Describe the components of the hiring process&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:14722,&quot;4&quot;:{&quot;1&quot;:2,&quot;2&quot;:16777215},&quot;10&quot;:2,&quot;11&quot;:4,&quot;14&quot;:{&quot;1&quot;:2,&quot;2&quot;:0},&quot;15&quot;:&quot;docs-Calibri&quot;,&quot;16&quot;:10}\">Describe the components of the hiring process<\/span><\/li>\r\n<\/ul>\r\n<\/section>\r\n<h2>The Hiring Process<\/h2>\r\n<p id=\"fs-idm229389616\">Your meeting with a human resource representative is often your first exposure to the company you are applying to work for, and firms must provide good customer service to applicants if they expect to hire the most qualified employees.<\/p>\r\n<p id=\"fs-idm231469632\">Companies have several opportunities to create a positive impression of their organization during these key points in the employee selection process. These include a variety of communication channels, such as:<\/p>\r\n<ul id=\"fs-idm226224656\">\r\n\t<li>In-person greetings at a job fair or at the interview itself<\/li>\r\n\t<li>Phone calls to a prospective employee from a human resource professional to set up the interview and any follow-up conversations between human resources and the applicant<\/li>\r\n\t<li>E-mail correspondence to acknowledge receipt of an application and to thank applicants for submitting their job application<\/li>\r\n\t<li>A thank-you note from the employer following the second interview<\/li>\r\n<\/ul>\r\n<section class=\"textbox seeExample\">\r\n<h3 id=\"3\" class=\"os-subtitle\" data-type=\"title\"><span class=\"os-subtitle-label\">Puttin\u2019 on the Ritz\u2014For Potential Employees[footnote]Sources: \u201cGold Standards,\u201d http:\/\/www.ritzcarlton.com, accessed February 8, 2018; \u201cLifetime Learning Opportunities,\u201d http:\/\/www.marriott.com, accessed February 8, 2018; Justin Hoffman, \u201cSecrets of the Ritz-Carlton\u2019s \u2018Legendary\u2019 Customer Service,\u201d https:\/\/www.psafinancial.com, May 8, 2014; Sandra J. Sucher and Stacy McManus, \u201cThe Ritz-Carlton Hotel Company,\u201d Harvard Business School Case #601-163, March 2001; revised September 2005[\/footnote]<\/span><\/h3>\r\n<p id=\"fs-idm228845552\">A firm that is recognized for treating prospective employees especially well is Ritz-Carlton Hotels, a subsidiary of Marriott International. When the Washington D.C. Ritz-Carlton was recruiting employees to staff a new hotel, the goal was to provide applicants with a personal demonstration of the famous Ritz-Carlton service-oriented culture.<\/p>\r\n\r\n[caption id=\"attachment_7989\" align=\"alignright\" width=\"257\"]<img class=\"wp-image-7989\" src=\"https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588-300x200.jpg\" alt=\"two guests walk in front to a porter in a hotel lobby\" width=\"257\" height=\"171\" \/> Figure 1. Applicants at the Ritz-Carlton are exposed to the brand's customer experience as part of the interview process.[\/caption]\r\n\r\n<p id=\"fs-idm200355408\">As applicants arrived, they experienced the Ritz-Carlton \u201cwarm welcome\u201d from several employees who greeted them, wished them luck, and escorted them past a violinist and piano player to the waiting room, where beverages and snacks were available. Applicants went through a standardized screening questionnaire, and those who passed went on to a professionally developed structured interview. Individuals were then personally escorted to the \u201cfond farewell,\u201d where they were thanked, given Ritz-Carlton chocolates, and escorted out of the hotel.<\/p>\r\n<p>The goal of Ritz-Carlton managers is to give applicants the same experience they would expect to receive as a customer staying in the hotel. Every applicant receives a personal, formal thank-you note for coming to the job fair, and those who are considered for positions but later rejected receive another note. Ritz-Carlton wants to make a good impression because an applicant could be a future Ritz-Carlton hotel guest, or the son or daughter of a guest.<\/p>\r\n<h4>Employee Orientation<\/h4>\r\n<p id=\"fs-idm225939104\">Ritz-Carlton continues to show exemplary service during the employee orientation process. Every employee must go through seven days of training before ever working in a Ritz-Carlton. Two full days of the orientation are indoctrination in the Ritz-Carlton values and philosophy. The goal is to create a significant emotional experience for new employees during their first few days. This happens the moment new employees arrive for training at 6:00 a.m. and see senior leaders lined up outside the doors of the hotel, clapping and cheering as they greet them. The message is clear:\u00a0You are important and we will treat you exactly as we want you to treat customers.<\/p>\r\n<p id=\"fs-idm206090560\">The leadership team is involved in facilitating the program, sending a powerful message about the importance of consensual commitment. \u201cFor these next few days, we will orient you to who we are\u2014our heart, our soul, our goals, our vision, our dreams\u2014so you can join us, and not just work for us.\u201d<\/p>\r\n<p id=\"fs-idm223003008\">Horst Schultz, former president and COO of the Ritz-Carlton, first implemented the motto \u201cWe Are Ladies and Gentlemen Serving Ladies and Gentlemen\u201d in the mid-1980s, and the motto is still at the heart of the company\u2019s values today. In an address to employees, Schultz said, \u201cYou are not servants. We are not servants. Our profession is service. We are Ladies and Gentlemen, just as the guests are, who we respect as Ladies and Gentlemen. We are Ladies and Gentlemen and should be respected as such.\u201d<\/p>\r\n<\/section>\r\n<h3>What are the benefits of an employer treating a job applicant like a customer?<\/h3>\r\n<p>[reveal-answer q=\"625826\"]Click to Show Sample Answer[\/reveal-answer]<br \/>\r\n[hidden-answer a=\"625826\"]This is a way for the employer to demonstrate their standards of customer service and their organizational values. If the employer provides superior customer service, it is also a way to show the applicant that they are welcome and valued.[\/hidden-answer]<\/p>\r\n<h3>Are there costs associated with treating applicants poorly?<\/h3>\r\n<p>[reveal-answer q=\"514639\"]Click to Show Sample Answer[\/reveal-answer]<br \/>\r\n[hidden-answer a=\"514639\"]The greatest loss is for the employer and missing out on excellent candidates by making a poor impression. Well qualified candidates will have other alternatives available to them and will be more likely to consider an offer from an employer who treats applicants with respect.[\/hidden-answer]<\/p>","rendered":"<section class=\"textbox learningGoals\">\n<ul>\n<li><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;Understand how business benefits from diversity in the workforce&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:14720,&quot;10&quot;:0,&quot;11&quot;:4,&quot;14&quot;:{&quot;1&quot;:2,&quot;2&quot;:0},&quot;15&quot;:&quot;Calibri&quot;,&quot;16&quot;:10}\">Understand how business benefits from diversity in the workforce<\/span><\/li>\n<li><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;Describe common recruitment strategies&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:14722,&quot;4&quot;:{&quot;1&quot;:2,&quot;2&quot;:16777215},&quot;10&quot;:2,&quot;11&quot;:4,&quot;14&quot;:{&quot;1&quot;:2,&quot;2&quot;:0},&quot;15&quot;:&quot;docs-Calibri&quot;,&quot;16&quot;:10}\">Describe common recruitment strategies<\/span><\/li>\n<li><span data-sheets-value=\"{&quot;1&quot;:2,&quot;2&quot;:&quot;Describe the components of the hiring process&quot;}\" data-sheets-userformat=\"{&quot;2&quot;:14722,&quot;4&quot;:{&quot;1&quot;:2,&quot;2&quot;:16777215},&quot;10&quot;:2,&quot;11&quot;:4,&quot;14&quot;:{&quot;1&quot;:2,&quot;2&quot;:0},&quot;15&quot;:&quot;docs-Calibri&quot;,&quot;16&quot;:10}\">Describe the components of the hiring process<\/span><\/li>\n<\/ul>\n<\/section>\n<h2>The Hiring Process<\/h2>\n<p id=\"fs-idm229389616\">Your meeting with a human resource representative is often your first exposure to the company you are applying to work for, and firms must provide good customer service to applicants if they expect to hire the most qualified employees.<\/p>\n<p id=\"fs-idm231469632\">Companies have several opportunities to create a positive impression of their organization during these key points in the employee selection process. These include a variety of communication channels, such as:<\/p>\n<ul id=\"fs-idm226224656\">\n<li>In-person greetings at a job fair or at the interview itself<\/li>\n<li>Phone calls to a prospective employee from a human resource professional to set up the interview and any follow-up conversations between human resources and the applicant<\/li>\n<li>E-mail correspondence to acknowledge receipt of an application and to thank applicants for submitting their job application<\/li>\n<li>A thank-you note from the employer following the second interview<\/li>\n<\/ul>\n<section class=\"textbox seeExample\">\n<h3 id=\"3\" class=\"os-subtitle\" data-type=\"title\"><span class=\"os-subtitle-label\">Puttin\u2019 on the Ritz\u2014For Potential Employees<a class=\"footnote\" title=\"Sources: \u201cGold Standards,\u201d http:\/\/www.ritzcarlton.com, accessed February 8, 2018; \u201cLifetime Learning Opportunities,\u201d http:\/\/www.marriott.com, accessed February 8, 2018; Justin Hoffman, \u201cSecrets of the Ritz-Carlton\u2019s \u2018Legendary\u2019 Customer Service,\u201d https:\/\/www.psafinancial.com, May 8, 2014; Sandra J. Sucher and Stacy McManus, \u201cThe Ritz-Carlton Hotel Company,\u201d Harvard Business School Case #601-163, March 2001; revised September 2005\" id=\"return-footnote-3087-1\" href=\"#footnote-3087-1\" aria-label=\"Footnote 1\"><sup class=\"footnote\">[1]<\/sup><\/a><\/span><\/h3>\n<p id=\"fs-idm228845552\">A firm that is recognized for treating prospective employees especially well is Ritz-Carlton Hotels, a subsidiary of Marriott International. When the Washington D.C. Ritz-Carlton was recruiting employees to staff a new hotel, the goal was to provide applicants with a personal demonstration of the famous Ritz-Carlton service-oriented culture.<\/p>\n<figure id=\"attachment_7989\" aria-describedby=\"caption-attachment-7989\" style=\"width: 257px\" class=\"wp-caption alignright\"><img loading=\"lazy\" decoding=\"async\" class=\"wp-image-7989\" src=\"https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588-300x200.jpg\" alt=\"two guests walk in front to a porter in a hotel lobby\" width=\"257\" height=\"171\" srcset=\"https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588-300x200.jpg 300w, https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588-1024x683.jpg 1024w, https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588-768x512.jpg 768w, https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588-1200x800.jpg 1200w, https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588-65x43.jpg 65w, https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588-225x150.jpg 225w, https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588-350x233.jpg 350w, https:\/\/content-cdn.one.lumenlearning.com\/wp-content\/uploads\/sites\/15\/2023\/02\/21233843\/pexels-cottonbro-studio-6474588.jpg 1279w\" sizes=\"(max-width: 257px) 100vw, 257px\" \/><figcaption id=\"caption-attachment-7989\" class=\"wp-caption-text\">Figure 1. Applicants at the Ritz-Carlton are exposed to the brand&#8217;s customer experience as part of the interview process.<\/figcaption><\/figure>\n<p id=\"fs-idm200355408\">As applicants arrived, they experienced the Ritz-Carlton \u201cwarm welcome\u201d from several employees who greeted them, wished them luck, and escorted them past a violinist and piano player to the waiting room, where beverages and snacks were available. Applicants went through a standardized screening questionnaire, and those who passed went on to a professionally developed structured interview. Individuals were then personally escorted to the \u201cfond farewell,\u201d where they were thanked, given Ritz-Carlton chocolates, and escorted out of the hotel.<\/p>\n<p>The goal of Ritz-Carlton managers is to give applicants the same experience they would expect to receive as a customer staying in the hotel. Every applicant receives a personal, formal thank-you note for coming to the job fair, and those who are considered for positions but later rejected receive another note. Ritz-Carlton wants to make a good impression because an applicant could be a future Ritz-Carlton hotel guest, or the son or daughter of a guest.<\/p>\n<h4>Employee Orientation<\/h4>\n<p id=\"fs-idm225939104\">Ritz-Carlton continues to show exemplary service during the employee orientation process. Every employee must go through seven days of training before ever working in a Ritz-Carlton. Two full days of the orientation are indoctrination in the Ritz-Carlton values and philosophy. The goal is to create a significant emotional experience for new employees during their first few days. This happens the moment new employees arrive for training at 6:00 a.m. and see senior leaders lined up outside the doors of the hotel, clapping and cheering as they greet them. The message is clear:\u00a0You are important and we will treat you exactly as we want you to treat customers.<\/p>\n<p id=\"fs-idm206090560\">The leadership team is involved in facilitating the program, sending a powerful message about the importance of consensual commitment. \u201cFor these next few days, we will orient you to who we are\u2014our heart, our soul, our goals, our vision, our dreams\u2014so you can join us, and not just work for us.\u201d<\/p>\n<p id=\"fs-idm223003008\">Horst Schultz, former president and COO of the Ritz-Carlton, first implemented the motto \u201cWe Are Ladies and Gentlemen Serving Ladies and Gentlemen\u201d in the mid-1980s, and the motto is still at the heart of the company\u2019s values today. In an address to employees, Schultz said, \u201cYou are not servants. We are not servants. Our profession is service. We are Ladies and Gentlemen, just as the guests are, who we respect as Ladies and Gentlemen. We are Ladies and Gentlemen and should be respected as such.\u201d<\/p>\n<\/section>\n<h3>What are the benefits of an employer treating a job applicant like a customer?<\/h3>\n<p><div class=\"qa-wrapper\" style=\"display: block\"><button class=\"show-answer show-answer-button collapsed\" data-target=\"q625826\">Click to Show Sample Answer<\/button><\/p>\n<div id=\"q625826\" class=\"hidden-answer\" style=\"display: none\">This is a way for the employer to demonstrate their standards of customer service and their organizational values. If the employer provides superior customer service, it is also a way to show the applicant that they are welcome and valued.<\/div>\n<\/div>\n<h3>Are there costs associated with treating applicants poorly?<\/h3>\n<p><div class=\"qa-wrapper\" style=\"display: block\"><button class=\"show-answer show-answer-button collapsed\" data-target=\"q514639\">Click to Show Sample Answer<\/button><\/p>\n<div id=\"q514639\" class=\"hidden-answer\" style=\"display: none\">The greatest loss is for the employer and missing out on excellent candidates by making a poor impression. Well qualified candidates will have other alternatives available to them and will be more likely to consider an offer from an employer who treats applicants with respect.<\/div>\n<\/div>\n<hr class=\"before-footnotes clear\" \/><div class=\"footnotes\"><ol><li id=\"footnote-3087-1\">Sources: \u201cGold Standards,\u201d http:\/\/www.ritzcarlton.com, accessed February 8, 2018; \u201cLifetime Learning Opportunities,\u201d http:\/\/www.marriott.com, accessed February 8, 2018; Justin Hoffman, \u201cSecrets of the Ritz-Carlton\u2019s \u2018Legendary\u2019 Customer Service,\u201d https:\/\/www.psafinancial.com, May 8, 2014; Sandra J. Sucher and Stacy McManus, \u201cThe Ritz-Carlton Hotel Company,\u201d Harvard Business School Case #601-163, March 2001; revised September 2005 <a href=\"#return-footnote-3087-1\" class=\"return-footnote\" aria-label=\"Return to footnote 1\">&crarr;<\/a><\/li><\/ol><\/div>","protected":false},"author":21,"menu_order":16,"template":"","meta":{"_candela_citation":"[{\"type\":\"original\",\"description\":\"Employee Selection\",\"author\":\"OpenStax\",\"organization\":\"\",\"url\":\"https:\/\/openstax.org\/books\/introduction-business\/pages\/8-3-employee-selection\",\"project\":\"Introduction to Business\",\"license\":\"cc-by\",\"license_terms\":\"\"},{\"type\":\"cc\",\"description\":\"hotel guests\",\"author\":\"cottonbro studio\",\"organization\":\"Pexels\",\"url\":\"https:\/\/www.pexels.com\/photo\/man-in-black-suit-standing-beside-woman-in-white-blazer-6474588\/\",\"project\":\"\",\"license\":\"cc-by\",\"license_terms\":\"\"}]","pb_show_title":"on","pb_short_title":"","pb_subtitle":"","pb_authors":[],"pb_section_license":""},"chapter-type":[],"contributor":[],"license":[],"part":3070,"module-header":"apply_it","content_attributions":[{"type":"original","description":"Employee Selection","author":"OpenStax","organization":"","url":"https:\/\/openstax.org\/books\/introduction-business\/pages\/8-3-employee-selection","project":"Introduction to Business","license":"cc-by","license_terms":""},{"type":"cc","description":"hotel guests","author":"cottonbro studio","organization":"Pexels","url":"https:\/\/www.pexels.com\/photo\/man-in-black-suit-standing-beside-woman-in-white-blazer-6474588\/","project":"","license":"cc-by","license_terms":""}],"internal_book_links":[],"video_content":null,"cc_video_embed_content":{"cc_scripts":"","media_targets":[]},"try_it_collection":null,"_links":{"self":[{"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/pressbooks\/v2\/chapters\/3087"}],"collection":[{"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/pressbooks\/v2\/chapters"}],"about":[{"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/wp\/v2\/types\/chapter"}],"author":[{"embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/wp\/v2\/users\/21"}],"version-history":[{"count":8,"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/pressbooks\/v2\/chapters\/3087\/revisions"}],"predecessor-version":[{"id":9599,"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/pressbooks\/v2\/chapters\/3087\/revisions\/9599"}],"part":[{"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/pressbooks\/v2\/parts\/3070"}],"metadata":[{"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/pressbooks\/v2\/chapters\/3087\/metadata\/"}],"wp:attachment":[{"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/wp\/v2\/media?parent=3087"}],"wp:term":[{"taxonomy":"chapter-type","embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/pressbooks\/v2\/chapter-type?post=3087"},{"taxonomy":"contributor","embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/wp\/v2\/contributor?post=3087"},{"taxonomy":"license","embeddable":true,"href":"https:\/\/content.one.lumenlearning.com\/introductiontobusiness\/wp-json\/wp\/v2\/license?post=3087"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}