[精选]【精品】Starwood国际酒店管理集团销售人员招聘甄选标准1419.pptx

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1、Sales Selection ToolsDevelopment&Implementation OverviewUpdated:June 23,2006Implementation Partners:Organizational CapabilityGlobal SalesGlobal HR1ContentsOverviewToolDevelopment&StudyResultsProcessImpactToolUtilizationImplementationNotesAppendixOverview3Reduce the Time Spent Reduce the Time Spent E

2、valuating CandidatesEvaluating CandidatesIncrease the Number of Increase the Number of Strong Sales CandidatesStrong Sales Candidates=Candidate Candidate“Profitability”“Profitability”Hired the best of the best and Hired the best of the best and the new hires were well worth the time spentthe new hir

3、es were well worth the time spentOverarching Goal:Maximize the Selection Process4Selection Process Pre-Implementation(Screening Discussion,B.I.)Improve Sales Hiring ProcessEvaluation Pre-Implementation5Fundamental attributesDifficult to teach or trainAre related to job performanceCan be assessedImpr

4、ove Sales Hiring ProcessModel World-Class EvaluationSelection Process Pre-Implementation(Screening Discussion,B.I.)+6BenefitImpactBetter CandidatesEliminate candidates likely to be poor performersMore TimeSpend more time on stronger candidatesIncreased ConfidenceUnderstand a candidates experience an

5、dabilitiesHire for attitude,train for skillGreater ProductivityStronger candidates make bigger contributions,soonerReturn on InvestmentThe tools are designed to provideThe tools are designed to provide7Phased Phased ApproachApproachAreaAreaResearch Research StudyStudyTool ConstructionTool Constructi

6、onImplementationImplementationSellerSellerLeaderLeaderPhase 1 Native EnglishNADApril2005Seller-Phase1AllLeader-Phase1AllJuly2005Australia,FijiSeptember2005UK,IrelandOctober2005Phase 2 Additional 8 languagesAPDNov-Dec.2005SellerAPDLeader-Phase2AllJuly2006*EAME SellerEAMEJuly2006LADSellerLADJuly2006Sa

7、les Selection Initiative:Global FocusBahasa(Indonesian)Chinese(Simplified)FrenchGermanItalianJapaneseSpanish(European)Spanish(Latin American)Phase 2 Languages:Phase 2 Languages:*Japan,Korea,India/Bangladesh targeted for October 2006Tool DevelopmentStudy Results9UnderstandGlobal JobsAug.Dec.2004Tool

8、Development OverviewSales Incumbents Job Analysis Questionnaire Global SME Focus Groups Job consistencies and career pathsSales Competency Model Development10Tool Development:Job Families and Sample TitlesSellerSeller(number of participants per study)(number of participants per study)Sales LeaderSal

9、es Leader(number of participants per study)(number of participants per study)APD:205EAME:212LAD:99NAD:390APD:40EAME:59LAD:21NAD:180Account DirectorAccount ExecutiveAccount ManagerAssistant Sales ManagerBanquet ManagerBTSMBusiness Development ExecutiveCatering ExecutiveCatering Sales/Services Manager

10、Senior Catering Sales ManagerConvention ManagerCCS ManagerDeputy Director of SalesEvents Sales ManagerGlobal Account DirectorGlobal Account ExecutiveGlobal Account ManagerGroup Sales/Events Sales ManagerLTSMOne-CallSales ExecutiveSales ManagerSenior Sales ManagerAssistant Director of SalesAssistant

11、Director of Convention SalesAssociate Director Global SalesDirector of Banquet&ConventionDirector of CateringDirector of Catering/Convention ServicesDirector of Event ManagementDirector of Global Sales Director Global SalesDirector of Group SalesDirector of SalesDirector of Sales&Marketing11Understa

12、ndGlobal JobsDevelopDraft ToolsAug.Dec.2004Jan.March 2005Tool Development OverviewePredix library Tried and true questions for predicting sales performanceFocus Groups Assessment question review and writing12Question TypeDescriptionSuccessful CompetenciesSituational JudgmentWhat would you do in this

13、 situation?TimeManagementCustomerServiceGeneralManagementPersonalityAttributes not taught or trainedRelationshipBuildingDriveforSuccessSelf-ConfidenceCreativityPast ExperiencePreferences/StyleExperienceAspirationsProblem SolvingReasoning skillsAnalysisInferenceDevelop Draft ToolsContent All Multiple

14、 Choice Questions13UnderstandGlobal JobsDevelopDraft ToolsCompleteToolsRate JobPerformanceTest Many Test Many ModulesModulesAug.Dec.2004Jan.March 2005Phase 1:April 05Phase 2:Nov/Dec.05(Current sales associates)(Supervisors of sales associates)Tool Development Overview14UnderstandGlobal JobsDevelopDr

15、aft ToolsCompleteToolsRate JobPerformanceTest Many Test Many ModulesModulesFind Best CombinationAug.Dec.2004Jan.March 2005Phase 1:April 05Phase 2:Nov/Dec.05May 05Mar/Apr 06(Current sales associates)(Supervisors of sales associates)Tool Development OverviewAnalyses per Phase and Division15Data Result

16、s OverviewPresented for current associates(participants)(Bottom Third)X(Interview Qualified Top two-thirds)*Combined Failed Prescreen and Failed Proctored Assessment16Data Results OverviewPresented for current associates(participants)(Bottom Third)X(Interview Qualified Top two-thirds)*Combined Faile

17、d Prescreen and Failed Proctored AssessmentGroup of current associatesin study who wouldnot have passed17Data Results OverviewPresented for current associates(participants)(Bottom Third)X(Interview Qualified Top two-thirds)*Combined Failed Prescreen and Failed Proctored AssessmentGroup of current as

18、sociatesin study who would have passed;split up into high and low pass18Data Results OverviewPresented for current associates(participants)(Bottom Third)X(Interview Qualified Top two-thirds)*Combined Failed Prescreen and Failed Proctored AssessmentGroup of current associatesin study who scored the h

19、ighest19Data Results OverviewPresented for current associates(participants)(Bottom Third)X(Interview Qualified Top two-thirds)*Combined Failed Prescreen and Failed Proctored AssessmentMeasure of job performance(average for group)20Development Study ResultsAll Sellers Combined(n=906)Bottom Scorers on

20、 Tools(Bottom Third would be filtered out by Tools)XX Highest Scorers on Tools(Top Third of Passing Scores)Passing Scorers on Tools(Bottom two-thirds of Passing Scores)Performance on the tools strongly predicts performance on the jobPerformance on the tools strongly predicts performance on the job21

21、Development Study ResultsAll Sales Leaders Combined(n=290)Bottom Scorers on Tools(Bottom Third would be filtered out by Tools)XX Highest Scorers on Tools(Top Third of Passing Scores)Passing Scorers on Tools(Bottom two-thirds of Passing Scores)Performance on the tools strongly predicts performance on

22、 the jobPerformance on the tools strongly predicts performance on the job22Predictive:Higher tool performance=greater job performance(e.g.,PercenttoGoal,supervisorperformanceratings)Stable:Consistent relationshipsUnbiased:Legally defensibleKey Findings SummarySee Appendix for Detailed Study Results

23、See Appendix for Detailed Study Results for Each Phase/Divisionfor Each Phase/Division23Resulting ToolsSellerSellerSales LeaderSales LeaderOnline Assessment(Seller)15 to 20 minutesTaken at home,library,internet caf,etc.Proctored Assessment(Seller)40 to 60 minutesCompleted on propertyProctored Assess

24、ment(Leader)40 to 60 minutesCompleted on propertySeller tools were developed specifically Seller tools were developed specifically for each Division/Phasefor each Division/PhaseOne Leader tool was developed One Leader tool was developed for all of each Phase combinedfor all of each Phase combined24R

25、esulting ToolsSellerSellerSales LeaderSales LeaderOnline Assessment(Seller)15 to 20 minutesNot taken onsiteProctored Assessment(Seller)40 to 60 minutesCompleted on propertyProctored Assessment(Leader)40 to 60 minutesCompleted on propertyAPD Online AssessmentEAME Online AssessmentLAD Online Assessmen

26、tPHASE 1 Online AssessmentAPD Proctored AssessmentEAME Proctored AssessmentLAD Proctored AssessmentPHASE 1 Proctored AssessmentPhase 1 Leader Proctored AssessmentPhase 2 Leader Proctored AssessmentSeller tools were developed specifically Seller tools were developed specifically for each divisionfor

27、each divisionOne Leader tool was developed One Leader tool was developed for all of Phase 2 combinedfor all of Phase 2 combinedProcess Impact26World-Class Hiring ProcessFiltering out the bottom candidates27World-Class Hiring ProcessFiltering out the bottom candidatesProcessProcessStepStep1.Source1.S

28、ourceRecruitment:Meet Basic Qualifications28World-Class Hiring ProcessFiltering out the bottom candidatesProcessProcessStepStep1.Source1.SourceOnline AssessmentRecruitment:Meet Basic Qualifications2.Assess2.AssessSellers only29World-Class Hiring ProcessFiltering out the bottom candidatesProcessProce

29、ssStepStep1.Source1.SourceOnline AssessmentRecruitment:Meet Basic QualificationsScreening Discussion2.Assess2.Assess30World-Class Hiring ProcessFiltering out the bottom candidatesProcessProcessStepStep1.Source1.SourceOnline AssessmentProctored AssessmentRecruitment:Meet Basic QualificationsScreening

30、 Discussion2.Assess2.AssessTools are expected to filter out the bottom 30%candidates31World-Class Hiring ProcessFiltering out the bottom candidatesProcessProcessStepStep1.Source1.SourceOnline AssessmentProctored AssessmentBehavioral InterviewRecruitment:Meet Basic QualificationsScreening Discussion2

31、.Assess2.Assess32World-Class Hiring ProcessFiltering out the bottom candidatesProcessProcessStepStep1.Source1.Source3.Fill3.FillHire&OrientationOnline AssessmentProctored AssessmentBehavioral InterviewRecruitment:Meet Basic QualificationsScreening Discussion2.Assess2.Assess33ActivityActivityImmediat

32、e Roll OutImmediate Roll OutStarFinder StarFinder(2007)(2007)SourceSourceJob RequisitionContinue as now doneCreateandapproverequisitiononlinePost JobContinue as now doneSet up job profile in ePredix systemPostalljobsthroughsystemAssessmenttoolURLswillautomaticallybepreparedRecruit&QualifyDHRs,DOSMs,

33、GMs-Broaden candidate searchProcess Impact34ActivityActivityImmediate Roll OutImmediate Roll OutStarFinder StarFinder(2007)(2007)AssessAssessApplication ReviewContinue as now done to Evaluate basic qualificationsStore applicationsBasicqualificationsdeterminedonlineOnlineinterface/applicationwarehous

34、eOnline Assessment(Seller only)Email qualified candidates with URLSystemdirectscandidatetoonlineassessmentScreening DiscussionContinue as now done;invite candidates to property Utilize online assessment results to prioritize candidatesProcess Impact35ActivityActivityImmediate Roll OutImmediate Roll

35、OutStarFinder StarFinder(2007)(2007)AssessAssessProctored AssessmentPrepare computer and assessment spaceReview resultsDetermine candidate next stepsPass():Proceed to Behavioral Interview stepFiltered(XX):No longer an eligible sales candidateStandard“thanksbutnothanks/notafit”languageOptional/courte

36、syinterviewExploratorydiscussionregardingfitoutsidesales(Internal)Developmentdiscussion;6monthretestpolicyBehavioral InterviewContinue as now doneFillFillHire&OrientationContinue as now done Process ImpactTool Utilization37Tool UtilizationDesired PositionSellerSellerSales LeaderSales LeaderExternal

37、Candidate*Any Any PositionPositionOnline AssessmentProctored AssessmentLeader Proctored Assessment*Any candidate from a Starwood franchised property would be considered an external candidate38Tool UtilizationDesired PositionSellerSellerSales LeaderSales LeaderExternal Candidate*AnyPositionOnlineAsse

38、ssmentProctoredAssessmentLeaderProctoredAssessmentInternal CandidateNon-SellerNon-SellerOnline AssessmentProctored AssessmentLeader Proctored Assessment*Any candidate from a Starwood franchised property would be considered an external candidate39Tool UtilizationDesired PositionSellerSellerSales Lead

39、erSales LeaderExternal Candidate*AnyPositionOnlineAssessmentProctoredAssessmentLeaderProctoredAssessmentInternal CandidateNon-SellerOnlineAssessmentProctoredAssessmentLeaderProctoredAssessmentSellerSellerNot required to use new assessment toolsLeader Proctored Assessment*Any candidate from a Starwoo

40、d franchised property would be considered an external candidate40Tool UtilizationDesired PositionSellerSellerSales LeaderSales LeaderExternal Candidate*AnyPositionOnlineAssessmentProctoredAssessmentLeaderProctoredAssessmentInternal CandidateNon-SellerOnlineAssessmentProctoredAssessmentLeaderProctore

41、dAssessmentSellerNot required to use new assessment toolsLeaderProctoredAssessmentSales Sales LeaderLeaderNot required to use new assessment tools*Any candidate from a Starwood franchised property would be considered an external candidate41ParameterParameterPolicy NotePolicy NoteMandatoryUseforallSe

42、llerandSalesLeaderpositionsX =SellerOnlineAssessmentSellerProctoredAssessmentLeaderProctoredAssessment6-month retest policyWeb-basedOnlineadministrationonly(nopaperversions)No longer No longer an eligible an eligible candidatecandidateUtilization ParametersImplementation Notes43Key RolesStrategic Pa

43、rtnership between HR and SalesChampionandsustaintoolusageMaintainasmoothprocessandvolumeflowScoreinterpretationfilterandprioritizeSupportotherpropertiesasneededSettingExpectations“As part of our hiring process,we ask all candidates to complete an assessment that has been shown to be a strong predict

44、or of success for this job.”44Assessment EnvironmentProctored Assessment GuidelinesQuiet,well-litspacewithnointerruptionsWorkstationwithInternetaccessCalculatorAwayforthecandidatetoquicklycontactsomeonee.g.,technicalproblems,emergency,etc.NOTE:Seller candidates are expected to complete the online as

45、sessmenton their own(e.g.,home,library,internet caf,etc.)45English Language NotesSystemstrainingdeliveredtoHRChampionsSelf-guidedtrainingmaterialsforpropertyHR(voiceandprint)Referencematerials(presentations,FAQs,technicaldocumentation)ePredixHelpDesksupport(voiceandemail)Administratorswebsite/manage

46、mentofcandidatepool46HelpDesk GUS:888-401-2236Outside US:+1-612-843-1067BrusselsNew YorkSingapore3:00 pm9:00 am9:00 pm1:30 am (next day)7:30 pm7:30 am (next day)Internet problems are most commonly a local Internet issue,NOT an ePredix system problemMost Common HelpDesk Questions:Wrong URL/typosForgo

47、tten usernames/passwords;need to reset access codes47Support InfrastructureSupport SourceSupport ReferenceReference DocumentationTrainingpresentationsFAQsArea/Regional HR ChampionsStrategyProceduralguidanceTriageoftechnicalproblemsPhase 1 Divisional Champions(Experienced System User)UserexperienceSi

48、tuationalquestionsSales Selection Team()Generalquestions48Phase 1 ChampionsUser ExperienceSituational QuestionsAPDEAMELADCathy Sinden,Recruitment Manager,SydneyJane Tegerdine DOHR,Westin DublinBetty Munoz*HRD Sheraton CrescentElena Sarango*HRD,St.Regis HoustonRochelle Choyna DHR,The Westin SydneyYvo

49、nne Donohue DOS,Westin DublinDawn Truemper DOSM,Westin BuckheadCommon Situational Questions:Managing distant candidates;coordinating assessments for other propertiesScore interpretation/prioritization of candidatesCommunicating failing scores,especially internal candidates*Habla EspaolAppendixDetail

50、ed Study Results for Each Phase/Division50Leader Results:PHASE 2N=117(APD,EAME,LAD)(Bottom Third)X(Interview Qualified Top two-thirds)51Leader Results:PHASE 1N=173(NAD,UK/Ireland,Australia/Fiji)(Bottom Third)X(Interview Qualified Top two-thirds)52Seller Results:APDN=205(Bottom Third)X(Interview Qual