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Renee de Ramirez MS

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Hospitality Operations and Management, Etiquette & Protocol and Diplomacy

The Hospitality Industry is anything and everything in this Video. You not only need to be a Customer oriented but need education to meet the goals of the Millennial Industry of Hospitality 

Renee de Ramirez, MS

www.reneederamirez.net

BUSINESS ETIQUETTE & PROTOCOL EMPLOYMENT INTERVIEWING TECHNIQUES

Print Version (pdf)

KNOW YOURSELF

• Your personal value
• Your interests
• Your abilities and skills
• Your qualifications for a job
• Your career goals and employment preferences

RESEARCH THE COMPANY, AGENCY OR ORGANIZATION

• Who is the employer? What is their mission?
• What is their product or service?
• What has happened recently? Mergers, deregulation?
• What is the company climate/environment like?
• General industry trends?
• What/who is their competition?
  
  This will allow you to relate your assets to the organization and position and to ask your own well-directed questions during the interview.

RESOURCES TO HELP YOU RESEARCH COMPANIES & ORGANIZATIONS

• The UCSC Career Center library has information:
  • On companies and salary scales (In the Job Search section of the library).
  • Profiles of companies who participate in On-Campus Recruitment (Employer Information section)
  • Directories of professional associations (Job Search section)
  • Members of the associations can provide information on career fields and companies.
   
• The Career Advice Network (CAN) is a network of UCSC alumni and other professionals who are willing to talk with students about their profession and organization. Use the CAN database in the Career Center.
• Review the companies' web pages and their annual reports.
• Contact the hiring organization and ask to be sent information
• McHenry Library contains information on companies including: Dun & Bradstreet's Million Dollar Directory; Moody's Industrial Manual; Standard and Poor's Register of Corporations, Walker's Manual of Western Corporations.

PREPARE FOR THE INTERVIEW

• Attend the Career Center’s Interviewing Techniques Workshop.
• Watch the video tape The Career Center also offers about how to succeed in a job interview.
• Review questions you are likely to be asked by an employer. There are a number of questions commonly asked during an initial employment interview. Be aware of these questions, and develop well thought-out, concise replies. (Sample questions attached.)

TYPES OF INTERVIEWS

1. Screening: The screening interview is the first interview of a series with the main purpose to screen out inappropriate candidates. It will often take place over the telephone and includes verification of resume information or requests additional information. Screening interviews also may take place during job fairs or on-campus recruitment. The screening interview saves a company considerable time and expense in eliminating weak candidates. Be prepared. Keep a copy of your resume and the job description by the telephone. Research the company and prepare for interview questions as soon as you submit your resume and cover letter. 
2. One-on-One: The one-on-one interview includes an employer and the candidate with an exchange of questions and answers.
3. Panel Interview: In the panel interview you are interviewed by several people at the same time. The panel interview is often used to see how you would fit in with the group. It is easy to be intimidated by a panel interview, however, relax and focus your responses on all panel members.
4. Group Interview: Although not common, group interviews are sometimes conducted. In the group interview you are interviewed with several other applicants. In the group interview, the employer will observe interpersonal communication skills along with problem solving skills.
5. Series Interview: In the series interviews, you meet with several individuals within the same organization - one at a time. This is particularly true for high level positions and academic faculty positions. The interviews may take place over 2-3 days. Although you may be asked the same questions several different times, it is important to respond enthusiastically and treat each interview as a single opportunity.
6. Stress Interview: In this interview, the employer asks situational questions which test your ability to handle stressful situations. Recruiters for sales and marketing positions often use this interviewing technique.
7. Teleconferencing: In this day of high tech, many companies are conducting interviews via teleconferencing. By using innovative telecommunication systems, employers can interview a candidate miles away from the company. In this situation, face the camera and respond as if you were talking with an actual person.
8. Information Interviewing: This interview is initiated by the job applicant and is not conducted to obtain a job. Candidates interview professionals in the field to find out more about careers. See the Information Interviewing handout in the Career Center for protocol and hints on conducting this type of interview.

  

STAGES IN THE INTERVIEW PROCESS

1. First impressions: Introduction and greeting. Small talk about traffic, weather, etc.
2. Instructions: Employer informs applicant of interview process and summarizes the job description.
3. Interview: Questions and answers.
4. Wrap-up: Applicant has opportunity to ask questions. Employer informs about next stages of the hiring process.
5. Follow-up: Applicant follows-up with thank you letter.

SUCCESSFUL INTERVIEWING TIPS

I. PREPARE BEFORE THE INTERVIEW

• Perform a thorough self-evaluation. (Know your strengths and weaknesses.)
• Research the position, the organization and the community.
• Be prepared to discuss how your background can benefit the organization.
• Know your overall and major GPA
• Advise the appropriate people that you would like to use them as references
• Have a professional telephone greeting on your answering machine.
• Rehearse...Rehearse...Rehearse

II. DRESS FOR SUCCESS

• Take time to be well-groomed, have neatly trimmed hair, moderate makeup, be well-groomed and clean.
• Dress in business attire (See handout)
• Look professional. You are more likely to be heard in the interview and employers will be more likely to assume you can perform the job.

III. PREPARE TO MARKET YOURSELF

• Know the points you want to make
• Create an outline of the strengths, skills and assets you have to offer and want to communicate in the interview.
• Develop examples or “stories” that demonstrate in some detail how you have applied these assets. Describe the situation, action and outcome.
• Prepare intelligent questions you want to ask the employer

IV. MAKE A GOOD FIRST IMPRESSION

• Arrive early.
• Bring extra copies of your resume.
• Be courteous to everyone you meet: receptionists, etc.
• Greet the interviewer by name, with a smile. Be sure you know the correct pronunciation & spelling of the name.
• Shake hands using a firm, but not too firm, grip.
• Show enthusiasm and confidence in your voice and, posture.

V. PAY ATTENTION TO BODY LANGUAGE

• Watch your posture; sit up straight, don’t slump
• Rest your hands on the table to help ensure correct posture
• Avoid fidgeting
• Avoid excessive hand gestures
• Make good eye contact and maintain it throughout the interview

VI. DURING THE INTERVIEW

• Listen attentively to the questions
• Use professional language; avoid slang.
• Ask for clarification if you do not understand a question
• Give complete answers and use specific examples and accomplishments whenever possible
• Use illustrations, descriptions, statistics and testimonials to support your claims
• Answer questions with honesty and sincerity
• Be aware of the time allocated
• Speak loudly and clearly enough for the employer to hear you
• Don’t criticize former employers faculty or associates.
• Avoid talking about personal problems

VI. THE END OF THE INTERVIEW

• If the job interests you, ask for the job. For example: “After hearing more about your company and the position I am even more interested in the job. I hope to be working with you soon”.
• Ask when you can expect to hear back from the employer and the next steps in the process.
• Thank the interviewer and collect a business card or get the person’s name, phone and email.

VII. FOLLOW-UP AFTER THE INTERVIEW

• Take a moment to make some notes after each interview
• Write and send a thank you letter that same evening
• Forward any requested material promptly
• If you don’t hear from the company within one week, contact them about the status of the position

TOP INTERVIEW QUESTIONS

The following are top interview questions from the country’s leading employers:

• Tell me about yourself.
• What do you know about our company?
• Why do you want to work for us?
• What unique qualities or abilities would you bring to this job?
• What are your major strengths and weaknesses?
• How long do you plan to stay at our company? Where do you see yourself in five years?
• Tell me about a time when you failed at something, and what you did afterwards.
• Describe a time when you worked on a team project. What was your relative position on the team? Were you satisfied with your contribution? How could it have been better?
• Why did you choose your school and course of study?
• Think back to a situation in which you had to resolve a conflict. Tell me how you did it.
• Tell me about a project that you had either at work or school. Describe in detail how you managed it and what was the outcome.
• What do you do in your spare time?
• What salary are you expecting?
• What other types of jobs or companies are you considering?
• Have you any questions for us?

Behavior-based interview questions (compiled by the National Association of Colleges and Employers)

• Describe a situation in which you had to use reference materials to write a research paper. What was the topic? What journal did you read? (research)
• Give me a specific example of a time when a co-worker or classmate criticized your work in front of others. How did you respond? How has that event shaped the way you communicate with others? (communication)
• Describe a situation in which you recognized a potential problem as an opportunity. What did you do? (initiative)
• Give me a specific example of a time when you sold your supervisor or professor on an idea or concept. How did you proceed? What was the result? (assertiveness)
• Describe the system you use for keeping track of multiple projects. How do you track your progress so that you can meet deadlines? (commitment to task)
• Tell me about a time when you came up with an innovative solution to a challenge your company or class was facing. What was the challenge? What roles did other play? (creativity and imagination)
• What, in your opinion, are the key ingredients in building and maintaining successful business relationships? Give me examples of how you’ve made these work for you. (relationship building)
• Describe a time when you got co-workers or classmates who dislike each other to work together. How did you accomplish this? What was the outcome? (teamwork)
• Tell me about a time when you failed to meet a deadline. What things did you fail to do? What were the repercussions? What did you learn? (time management)
• Describe a specific problem you solved for your employer or professor. How did you approach the problem? What role did others play? What was the outcome? (decision making)

QUESTIONS TO ASK EMPLOYERS IN A JOB INTERVIEW

• Why is the position available?
• What are you hoping a person in this position will accomplish?
• What are your expectations for new hires?
• What types of assignments/projects may I expect the first six months on the job?
• What personal qualities will make someone successful on this job?
• What will my responsibilities be as far as____________?
  (Ask about any areas not clear from the job description)
• Can you give me an ideas as to what percent my time will be spent ________?
• Do you have a detailed description of the position for which I am being considered?
• What is the greatest challenge facing your staff (department. or organization) right now?
• What are your company’s (or department’s) goals for the next two to three years?
• How would you describe the corporate culture?
• What are some characteristics of your company that make it attractive (or different from other companies?
• What do you like best /least about working for this organization?
• What are the possibilities for job advancement and promotion? or Is it organizational policy to promote from within?
• How large is the department?
• Whom will I be working with?
• Will I be working on a team or in a group?
• Who will my supervisor/supervisors be or whom would I report to?
• What hours will I be working? Is overtime expected? If so, how much?
• Is there a probationary period?
• Is there training provided on the job? How long is the training period? Who will be training me?
• Do you financially assist employees with the costs of any college classes or job related training courses? or What are the advanced educational opportunities with XYZ company?
• Is relocation likely or required? Are relocation expenses covered?
• Will I be required to travel? If so, how often?
• Do you do formal evaluations of your employees? Who conducts these and how often are they done? Is the evaluation put in writing?
• When can I expect to hear from you? or When should I check back with you?
• When will an offer of employment be made and how?

QUESTIONS NOT TO ASK

• What is the salary?
• What are the benefits?
• How much vacation/sick time will I get?
• Questions about the organization that you should research before the interview:
  • The hiring organization’s services or products.
  • Where it is located. (including branch offices, etc.)
  • How long it has been in business
  • How many people does the company employ?
  • Who is in charge of the company/organization?
  • Who is in charge of the department you want to work in?
  • Who are the company’s competitors?
  • What has been its growth?
  • What are its prospects for the future?
  • What are the entry and top level salaries and positions?
  • The hiring organization’s recent history, competitors, mergers, acquisitions, etc.
  • The general job responsibilities.

Schedule a regular or video-taped mock interview with a UCSC career advisor to improve your interview technique.

More on questions to ask the employer from InterviewQuestionsToAsk.com

THE BEHAVIORAL QUESTION

Many employers are asking behavioral questions. You won't get the typical "Tell me about your strengths and weaknesses" questions in a behavioral interview. Instead, you'll be asked to provide specific examples highlighting skills that are necessary for the job. Here are some examples of behavioral interview questions:

1. Describe a time when you tried to persuade a person or group to do something they didn't want to do.
2. Give me an example of a time when you faced a lot of obstacles to achieving a goal.
3. Talk about a stressful situation you've experienced.
4. Describe a time when you had trouble seeing eye to eye with a colleague.
5. Tell me about a project or role that you've taken on that is outside your job description.
6. Give me an example of when you worked with a group or team of people to complete a project.
7. Talk about a time when you were faced with a difficult decision and describe how it turned out.
8. Describe a time when you had to cope with strict deadlines or time demands.
9. Give me an example of a time when you were forced to make an important decision without all of the necessary information.
10. Tell me about a time that you made a presentation at work that received a significant amount of critical feedback, much of it negative. How did you handle the situation?

Sample Behavioral Question

Career counselors recommend you use the "STAR" method to answer these types of probing questions. That's ST for situation/task, A for action, and R for result. Bill Byham, author of "Landing the Job You Want," gives an example of a successfully answered question:

Question: Tell me about a time when you went out of your way to satisfy a customer.

Situation/Task: I was working in the production department of a large publishing company. We received a letter from a 9-year-old girl who was unhappy because the gold design had worn off the cover of a book we had published. She wanted a refund. My boss gave the complaint to me to handle.

Action: 

I immediately requested a refund check from our accounting department. I also called our printer, who investigated and identified one run of books in which the covers had been improperly printed. I obtained a copy of the book with a properly printed cover, and sent the book, the refund check and a personal letter to the girl, thanking her for pointing out the problem and apologizing for the inconvenience.

Result: 

The girl's mother called me to thank me for the response. She told me that she was going to recommend our books to all her friends with children.

Preparing for the Behavioral Interview

1. Think about a situation which matches the questions listed above.
2. Write about your experience using the STAR method.
3. Practice talking about the experience. You may wish to tape yourself.
4. During the interview, answer questions succinctly. Avoid rambling.

 
Renee de Ramirez MS

Business Etiquette & Protocol

 Employment Interviewing Techniques 

www.reneederamirez.net 

ETIQUETTE TOP 10 JOB INTERVIEW TIPS

These top interview tips will help you cover everything you need to know to successfully ace a job interview. From checking out the company to sending an interview thank you note, these job interview tips cover all the basics needed for interviewing success.

 

1. Check Out the Company

How much do you know about the company that just contacted you to schedule an interview? It should be plenty, and all the information you need is available online. Here are tips on how to research a company, get the inside scoop on the company culture, and use connections who can help you get an interview advantage.

 

2. Dress for Interview Success

The first impression you make on a potential employer can make a big difference. The first judgement an interviewer makes is going to be based on how you look and what you are wearing. That's why it's always important to dress appropriately for a job interview.

 

  3. Improve Your Interview Technique

A job interview gives you a chance to shine. What you say and what you do is going to either move you to the next round of consideration for employment or knock you out of contention

 

 

4. Prepare for a Phone Interview

While you're actively job searching, it's important to be prepared for a phone interview on a moment's notice. You never know when a recruiter or a networking contact might call and ask if you have a few minutes to talk. Review these tips for advice on how to pull off your phone interview without a hitch.

 

5. Practice Interviewing

Taking the time to review typical interview questions you will probably be asked during a job interview will help give you a framework for your responses and will help calm your frazzled nerves, because you won't be scrambling for an answer while you're in the interview hot seat. Practice interviewing with a friend or family member ahead of time and it will be much easier when you're actually in a job interview.

6. Use Your Contacts

Who you know at the company you are interviewing with really does matter. Here's how to use your contacts and connections to get an insider advantage so you can ace the interview and impress the interviewer.

 

 

7. Most Common Interview Mistakes to Avoid

What shouldn't you do when interviewing? Check out the most common job interview mistakes, blunders, and errors a candidate for employment can make. Then take the time to prepare before your interview, so you don't have to stress out about blunders after it.

 

8. Take the Time to Say Thank You

Taking the time to say thank you after a job interview not only is good interview etiquette, it reinforces your interest in the position. Use your thank you letter, as well, to address any issues and concerns that came up during the interview.

9. Handle a Group Interview

Interviewing with one person is tough enough, but it's even harder when you have to interview with a group (or panel) of interviewers. Here's how advice on how to ace a panel interview.

 

10. Interview While Dining

Taking you to breakfast, lunch or dinner provides the interviewer with a chance to check out your communication and interpersonal skills, as well as your table manners, in a more casual environment than an office setting. Here's advice on how to handle an interview while dining.

Job interviews are always stressful - even for job seekers who have gone on countless interviews. The best way to reduce the stress is to be prepared. Take the time to review the common interview questions you will most likely be asked. Also review sample answers to these typical interview questions. 

Then take the time to research the company and to prepare for an interview. This way, you will be ready with knowledgeable answers for the job interview questions that specifically relate to the company you are interviewing with.

Renee de Ramirez, MS

Job Interview Developer

Job Etiquette Expert

www.reneederamirez.net

EVENT PLANNING ORGANIZATION

Event planning is the process of planning a festival, ceremony, competition, party, concert, or convention. Event planning includes budgeting, establishing dates and alternate dates, selecting and reserving the event site, acquiring permits, and coordinating transportation and parking. Event planning also includes some or all of the following, depending on the event: developing a theme or motif for the event, arranging for speakers and alternate speakers, coordinating location support (such as electricity and other utilities), arranging decor, tables, chairs, tents, event support and security, catering, police, fire, portable toilets, parking, signage, emergency plans, health care professionals, and cleanup.

Steps to planning an event

The first step to planning an event is determining its purpose, whether it is for a wedding, company, birthday, festival, graduation or any other event requiring extensive planning.

From this, the event planner needs to choose entertainment, location, guest list, speakers, and content. The location for events is endless, but with event planning they would likely be held at hotels, convention centers, reception halls, or outdoors depending on the event. Once the location is set the coordinator/planner needs to prepare the event with staff, set up the entertainment, and keep contact with the client.

After all this is set the event planner has all the smaller details to address like set up of the event such as food, drinks, music, guest list, budget, advertising and marketing, decorations, all this preparation is what is needed for an event to run smoothly.

An event planner needs to be able to manage their time wisely for the event, and the length of preparation needed for each event so it is a success.

Event planning as a career

Event planning is a relatively new career field. There is now training that helps one trying to break into the career field. There must be training for an event planner to handle all the pressure and work efficiently. This career deals with a lot of communication and organization aspects. There are many different names for an event planner such as a conference coordinator, a convention planner, a special event coordinator, and a meeting manager.

Event planners' work is considered either stressful or energizing. This line of work is also considered fast paced and demanding. Planners face deadlines and communicating with multiple people at one time. Planners spend most of their time in offices, but when meeting with clients the work is usually on-site at the location where the event is taking place. Some physical activity is required such as carrying boxes of materials and decorations or supplies needed for the event. Also, long working hours can be a part of the job. The day the event is taking place could start as early as 5:00 a.m. and then work until midnight. Working on weekends is sometimes required, which is when many events take place.

Sustainable Event Management

Sustainable event management (also known as event greening) is the process used to produce an event with particular concern for environmental, economic and social issues. Sustainability in event management incorporates socially and environmentally responsible decision making into the planning, organization and implementation of, and participation in, an event. It involves including sustainable development principles and practices in all levels of event organization, and aims to ensure that an event is hosted responsibly. It represents the total package of interventions at an event, and needs to be done in an integrated manner. Event greening should start at the inception of the project, and should involve all the key role players, such as clients, organizers, venues, sub-contractors and suppliers.

Event Planning or management is most probably similar in analogy to planning a typical birthday party, where the preparations need to be set up in the most effective ways. However, there are more intimate details in event management that needs to be paid close attention to.

Nowadays, the term Event manager seems to refer to an easy yet sophisticated and chic profession. Yet in actuality, there are consequences and accountabilities that are attached to this classy title of being a service provider. The name suggests the job profile of an event manager involves organizing a special affair. Concepts have to be visualized, planned, budgeted, and executed in events that are often highly regarded such as fashion or beauty shows, concerts, corporate seminars, exhibitions, wedding celebrations, theme parties, product launching, etc.

What is good about this career and its gaining popularity is the minimal requirement for financial investments, yet it allows the planner to be independent and flexible. Personal traits, character and attitude are of more importance in event planning. The planner of events must possess a real passion in holding or conducting affairs, they need to be organized and able to work in flexible and often extended hours. Although this exciting career among the younger generation may have been seen as a sensational one, it also demands a substantial amount of hard work and effort. Perfection is a major quality that must be achieved in any event management and therefore requires a great quantity of patience, good communication skills and comprehension to be practiced by an event manager. Duties must be discharged with efficiency, challenges must be confidently faced and situations must be given due attention and reaction. Team spirit, leadership and organizational skills are as well required in event planning. Every detail no matter how minute must be paid close attention to.

There are also courses available to be taken by anyone who decides on taking a career in event planning. Eligibility courses usually require to have a bachelor's degree in any discipline but most preferred are management-related fields, social sciences, liberal arts and humanities. Individuals who are of interest simply have to finish these courses that are offered in many academic institutional and universities. Short term certificates as well as post graduate MBA courses may also be taken. Major areas of principles and techniques must also be mastered to effectively perform and execute the duties of an event planner. These principles include public relations, organizational development, communication and implementation.

Training and experience also contribute in becoming an adept and qualified event manager. While at school, the aspirant may work as an event staff personnel for sporting festivals and leagues. If there are local music shows to be held, assist in the preparation. Internships also play a major role in molding a successful planner.

                                                                                                         Renee de Ramirez MS

                                                                                                            Event Planner Expert 

                                                                                                        www.reneederamirez.net

HOW TO PREPARE A BANQUETTE SERVICE * SERVER RESPONSABILITIES

A banquet server is responsible for preparing the tables and banquet area before guests arrive, effectively serving a number of different dishes and courses to guests during a meal, and clearing the tables and banquet area after the guests depart. Banquets are most often held at hotels, resorts, or private clubs for large events and parties. This means that there may be 100 or more guests to be efficiently and pleasantly served during the course of an event. A banquet server effectively tends to those needs, with duties similar to a restaurant waiter but working in a more team-focused way.

The responsibilities of a banquet server begin before the guests arrive. Prior to the event beginning, servers will prepare the banquet area for the event. This typically involves setting out linens on tables, setting silverware and napkins on the tables, as well as preparing anything else that may eventually be set at the tables, such as salt, pepper, or bread and rolls. While a banquet server will not necessarily cook or prepare any of the food, he or she should become familiar with the menu and the dishes being served to better assist guests with questions about the meal.

During the actual event, a banquet server is responsible for the serving of the various dishes and courses. These are typically served beginning with the women at a table, and serving dishes from the left side of a guest. After a dish is finished, the empty plates or bowls should be removed from the right side so that further dishes can come in from the left. Between courses, banquet servers are often responsible for keeping glasses full of water or any other beverages being served. This continues throughout the meal until the final course has been served and finally cleared away from the tables.

After the guests depart, a banquet server will then work to clear away all dishes or glasses left at the tables. These are brought by the servers to the dish washing stations for dishwashers to clean. A banquet server is then responsible for clearing away anything else from the tables, such as linens or table decorations to finish the event.

Banquet servers typically need to be able to work together to see an entire event successfully completed and ensure the satisfaction of every guest in the room. They often need excellent customer service skills and the ability to multitask to assist multiple guests at any given time. Some employers will also insist that a banquet server be 21 years of age to be able to serve alcoholic beverages to guests, depending on state liquor laws.

What Does a Room Service Server Do?

A room service server may have many different responsibilities. The servers usually report to a room service manager while working. They are expected to restock items, take orders, and deliver those orders to each room at a hotel or lodge. The room service server may also have to help with other areas of the hotel when room service orders are slow. 

When the room service servers begins their shifts, they will most likely have to check in with the manager and then start preparing for the day. Preparation could include restocking the kitchen with food items, condiments, and eating utensils. Most hotel servers have a cart to run the food from room to room, which may need to be restocked as well. 

The hotel guests will call the room service server to place an order. The server will take the food order and hand it off to the kitchen. After the kitchen staff prepares the food, the server will then place it on the cart and deliver the order to the correct room. 

Once the order is delivered to the room, the room service server will go over the order with the hotel guest to be sure it is correct. The server will also take items off the cart and place them neatly on the room table. He is usually expected to be polite and build a good rapport with hotel guests. When guests are done with their food trays, the server is responsible for picking up the dirty dishes and bringing them back to the kitchen. 

Room service employees are also expected to keep the hotel minibars and snack items stocked in each room. If a guest has a special request, the server may also have to fulfill those demands as well. The room service server can also help serve food in the hotel restaurant or bar when it is especially busy. 

Since the room service server has so many duties, he often has to have prior experience to get a job in a hotel. Hotel employers look for people who have customer service skills or have had a job serving customers within the food industry. Servers should also be neat in appearance and have a pleasant attitude with the customers and the other hotel employees.

Room service employees are often paid an hourly wage or yearly salary and receive tips from the hotel guests. A full-time server may be eligible for medical and other benefits offered by the employer. Servers can typically make a good living if they work hard and please their guests. 

Renee de Ramirez MS

Congress, Banquets and Conventions Expert
Look for me on LinkedIn: Renee de Ramirez MS
www.reneederamirez.net