The 'Beauty and the Bias'
‘The right person in the right job’ is considered important for success in any business, and, it is no different for hospitality operations.
Many hotel HR personnel hire staff – particularly for entry or supervisory level vacancies rely on the interviewing process alone. In some instances, it could be because of the urgency to find staff – especially if it arises during a busy period. Fair enough. However, in the majority of instances, the hiring decision is based solely on interviews. Very few managers realise that an interview is really a verbal test for the applicant. In the absence of a ‘pen to paper’ test, and dependent on the questions asked, the answers received and the interviewer’s own interpretation subject to personal bias, the outcome carries huge potential for error.
Personal bias tends to occur when interviews are the primary method by which candidates are hired. One common failing is the ‘Beauty Bias’. Research done by Cornell reveals that, more attractive people tend to be viewed more favorably. They are generally perceived as more likeable, happier, and have more socially desirable traits - to the extent that some are found to receive higher starting salaries than less attractive candidates. The evidence of things unseen point towards some bias – unconsciously or otherwise, even in those who deny doing so.
Most interviews concentrate on what a person is rather than what that person can do. Such interviews, without any structure meander towards becoming an informal talk, aimed merely at getting to know the candidate – often referred to the “casual conversation trap”.
Consequently, situational and behavioural interviewing is not part of the conversation. Situational interviewing is asking, for e.g. “what would you do in such a situation,” giving an opportunity for the candidate to articulate on how that person would address the issue. Behavioural interviewing requires the candidate to relate what he or she did in a similar past situation and is a good indicator of the candidate’s abilities towards future behaviour. These forms of structured interviewing are relevant in making a fair selection decision.
Looks and image matter and is clearly advantageous – particularly in customer-facing jobs such as at the hotel reception or at the restaurant, where, in some respects, personal appearance provide fleeting perceptions of likeability and credibility. But, hiring on looks alone is not recommended. Would you go with a hotel that states on its website “Be welcomed by our pretty and good looking staff …” or one that says “Our staff looks forward to welcoming you and to take good care of you…?”
A great image can be a plus in the workplace and in business, but in reality, competence, talent and potential must be considered first and foremost.
Shafeek Wahab – Editor, Hospitality Sri Lanka, Consultant, Trainer, Ex-Hotelier
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Picture by KJ