Making smart holiday hires

November is among the peak months for hiring foodservice staff. The people you bring on board now will help see you through the festive season and help set the customer service standard your guests will expect from you in their return visits in the New Year. But at a time when the average annual turnover rate for the restaurant industry hovers around 80 percent, operators also can’t afford to spend too much time sorting through the candidates who will be the face of the brand. A recent report from Modern Restaurant Management suggests some helpful interview questions that can help you get to the heart of a candidate’s skills quickly. For example, asking a candidate to describe a time when they had to explain something complex to a coworker or customer can demonstrate how well they provide information, listen, and clarify an issue without getting overwhelmed and frustrated. Asking them to share an example of when something went wrong at work and how they responded can help you understand how they approach unexpected problems. Having them describe an encounter with a difficult customer can help you evaluate their level of compassion and ability to de-escalate challenging situations. Then once you have new talent on board, you can work to retain them. (If you’re looking for inspiration, four brands that have been standouts in this area are Five Guys, Chipotle, Union Square Hospitality Group and Lettuce Entertain You, according to Boston University’s School of Hospitality Administration.)