State of Play : State of Play - Issue 3
STATE OF PLAY | ISSUE THREE a few things that are important in this business, and that is that every customer walks away happy with their expectations exceeded. " Exceeding expectations is where using a recruitment agency can be incredibly helpful. As well as saving you time, as they understand what you need and can articulate this in a well-written job description, they can help ensure potential staff are truly suited to the industry. If this is done by a company with a lot of experience, then the candidates to interview should be the best of the bunch, which makes the job of interviewing a whole lot easier. For both you and them. TOP TIPS TO RECRUIT AND RETAIN YOUR STAFF For any employer, the most critical asset that they have is their people. People are also every employer's most significant cost, says entrepreneur and managing director of recruitment specialist firm Chorus Executive, Christine Khor (above). Khor spoke at Tabcorp Gaming Solutions' (TGS) Big Picture Breakfast event in October last year and told the room that people are the number one issue in every business, and businesses in the hospitality and gaming sector are no exceptions. "If you think about your time as managers and leaders -- how much time did you spend worrying about who you're hiring, who you're firing, who you're training and how your staff are treating your customers? We need to focus on the right strategies to hire the right staff, as well as to retain them," she said. Khor, who also wrote Hire Love: How To Hire Passionate People To Make Greater Profit, shared her top recruitment strategies and poses some questions for employers to think about: • Research and spend the time to understand the talent you really need for the business. Be realistic about the requirements and have a few concise definitions of the role. • It's important to remember that recruitment today is different to what it was years ago. Today, candidates are assessing potential employers as much as the employers are evaluating them. According to Khor, the number one reason why staff leave is, you, the manager. "How does your place of work differ from the others? How do you, as an employer and as a business, attract these candidates? What's in it for them? Why are you great to work for? These are some of the questions employers need to think about," she said at the event. • Focus on your current staff -- your brand ambassadors. It's important to reflect on what they could be saying about your business in their social circles, and how they define you as an employer. If your current staff members are engaged, doing good work and being recognised, they are the best advocates for your customers as well as your future employees. • As you go through the hiring process, it's essential to be emphatic to the candidates. Finding a job is an arduous process. For a candidate, it is putting him or herself in front of people while understanding the high possibility of rejection. As you interview candidates, be present and not distracted by your other tasks. And if you do find them unfit for the role, let them down gracefully and respectfully. • Onboarding -- this isn't an induction process. Induction focuses on the formal and administrative part of the job and organisation such as OH&S (occupational health and safety) policies, sick leave policies and so on. Onboarding, however, is a socialisation process of finding out how to work together as a team. While managers are on hand to teach new staff the tasks, Khor recommends that employers pick a buddy for the new staff member to feel socially supported by the people in the business. According to Khor, if you onboard someone successfully in the first 90 days, you will get 60 percent higher productivity and retention rates.
State of Play - Issue 2 NSW
State of Play - Issue 4