Human Resources South Africa

Current Trends in Job Interviewing Techniques for Human Resource Management at Marriott

Current Trends in Job Interviewing Techniques for Human Resource Management at Marriott

June 23
08:11 2012

Display Good Non-Verbal Skills:

The following guidelines assist the interviewer during this step.

1. Maintain a friendly and positive attitude from beginning to end.

2. Use eye contact. This establishes to the candidate that they are interested.

3. Encourage candidates to continue by head nodding.


It is very important that they go into the interview with an open mind. Two things that can bias their judgment are “generalizing” and “stereotyping.” These must be avoided at all costs.

Generalizations: This is making assumptions about a candidate based on past experiences. For example, if a candidate says a certain word, they assume that the candidate will act a certain way.

Stereotyping: This is unfair and totally inaccurate. They must guard against this practice.

The following are tips used to guide the interviewer through the process:

– When using probing questions, get specific times and examples of when a skill/characteristic was used.

– Encourage applicant to give more details by using phrases like “I see,” “I understand,” “Please elaborate,” or by merely nodding your head.

– Do not spend too much time in one area and then rush the others.

– Listen to what is being said and to what is not being said. Every interview involves anxiety. Every candidate fears the potential rejecting and possible disappointment. This anxiety sometimes causes a candidate to say things awkwardly or say things in a way that does not make sense. Their challenge is to relax the candidate and “read between the lines.” In other words by probing, determine whether a negative or conflicting response was caused by the anxiety or whether the candidate is sidestepping an issue.

Closing the Interview:

Once they feel they have sufficient information from the candidate, it is time to close the interview. Telling the candidate about the position they are interested in and about the company can do this. Follow this up with any questions they may have for you. When answering their questions, they must be honest and fair, but do not make any promises that you cannot keep, or embellish your answers that would then give the candidate an inaccurate portrayal of a situation.

Tell the candidate when they can expect to be contacted ends the interview regarding the position. An applicant is never dismissed without them being told when they expect to be making their decision. It is not a good policy to let people wonder indefinitely as to whether or not they got the job.

An interview typically lasts approximately 30-60 minutes for hourly positions. However, if it is evident that the applicant does not meet the requirement of the job, the interview may conclude sooner.

Evaluation of the Candidate:

The next step is to evaluate the candidate. You will want to complete their evaluation as soon as possible after the interview.

In order for interviewers to be effective in evaluating an applicant, it is essential that they know exactly what characteristics and skills they are looking for in an interviewee.

Interview Guideline Form

Candidate Name_____________________________________________________

Interviewer________________________ Date of Interview_________________

1. Greet Candidate

Ø Introduce Yourself

Ø Use Icebreaker

Ø Review Interview Agenda

– Job Experience / Educational Background

– Ask Questions / Take Notes

– Share Job / Communication Information

– Answer Questions

2. The Interview

Ø Ask Qualifying Questions

o Full- time, Part-time, Pay Expected, Shift Preference

Ø Review Candidate’s Application Information

Ø Ask Selected Questions (Use Evaluation Tool)

o Listen to Responses & Probe for Details

Ø Review Application Job Description

o Have Candidate sign Acknowledgement Form

3. Conclude Interview

Ø Tell Candidate about Position and Company

Ø Ask Candidate if they have any Questions

Ø Close Interview – (smile and bid them a fond farewell)

Marriott’s perception on interview questions is:

· The information gathered about an applicant may cause the selection of one question over another the selection of several questions for that characteristic.

· Also if they are not sure of a candidate’s ability in a certain area, additional questions are asked until they are satisfied regarding that candidate’s ability.

· They must make sure that the questions are not considered illegal.

Getting Ready for the Interview:

Steps in preparing for the interview

1. The job description is reviewed

2. The candidate’s application is reviewed

3. The questions are chosen.

Interview Set Up:


Prior to the application the standard is that they would prepare some form of “ice breaker,” in order to initiate conversation. At this point the interviewer ensures that he or she utilizes the interview tool; by filling in the necessary information and questions that they will be asking. This information is then attached to the candidate’s job description, the application, and the pinned to a clipboard.


The interview is generally conducted in a very quiet and private area, this is so because they believe that this will allow the candidate to feel more at ease.


The interview time set with the candidates are usually scheduled during slower business times so that there is no rush or distraction.

Interview Questions:

The following are sample questions used by the interviewer during the interview. Each question falls under one of sixteen categories, each with tips as to what the interviewer should look for in the applicants answer.


Tell me about a time in which it was very important that everything about a project, event, or assignment was just right. What was the project, event or assignment? What things had to be perfect? How did it come out?

Interviewer is looking for desire for perfection and thoroughness.

Tell me about the last time you were commended for efficiently handling a number of small details.

Interviewer is looking for ability to handle tasks carefully and correctly.

Tell me about the last time you made a mistake because you were rushing. What was the situation? How often has this kind of situation happened?

Interviewer is looking for: Ability to maintain order.

How important was it in your last job to pay attention to details?

Interviewer is looking for experience.


Tell me about the last time you had a disagreement with another person (boss, co-worker, classmate, etc.) What did each of you say? What was the discussion like when it was the most heated? How did both of you show your frustration or anger? How was it resolved? How was your relationship after the incident?

Interviewer is looking for ability to negotiate, compromise and tactfulness.

Describe the last time you confronted a peer about something they did which bothered you. What did you say or do?

Interviewer is looking for kindness, consideration and warmth.

Think of the most difficult customer you have met; how did you handle him/her?

Interviewer is looking for a positive attitude and sensitivity to others.

When thinking about how you get along with others, what do you see as your strengths and your weaknesses? Why?

Interviewer is looking for team player, friendliness and cheerfulness.

Many people have the ability to “step into another’s shoes”. When has this skill been required of you?

Interviewer is looking for capability of looking at another point of view.

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