Service Leadership Competency Interview Form

DATE OF INTERVIEW

09/15/2014

TIME OF INTERVIEW

11:00 A.M

INTERVIEW PARTICIPANTS

Isibro Fernandez

TITLE

Assistant Manager of Casino services

ORGANIZATION

Viejas

TENURE

12 years

BRIEF BACKGROUND

Attended UC riverside

Introduction
Introduce yourself and the purpose of the interview
We are doing some research on leadership in the hospitality industry and we are
hoping to get your insights. The information we receive will be used to help
enhance our framework of leadership competencies, which will guide how we
educate and train our students for careers in the industry. We dont need to know
any detailed information about your organization; our focus is on your opinion of
what really distinguishes great leaders in the service environment.
Do you have any particular questions of me or concerns before begin? I have
three areas I would like to talk with you about. I expect our entire conversation
will last about 30 -45 minutes.

Interview Questions
Key Industry Issues
The purpose of this area is to ease into the discussion of leadership
competencies by discussing the challenges and opportunities facing the industry.
The intent is to identify key industry issues which can be linked to necessary
leadership competencies.
Question 1a:
What are some of the most challenging issues facing hospitality and
tourism organizations these days? How do they pose problems for
managers working in these organizations?

Getting people in the doors and getting them to spend money

Challenges where they look towards managers: to provide everything that

the guest wants to experiences while they are here, managing the team.

Question 1b:
What are the biggest changes your managers will face in the next few
years?

The changing culture of team members

The changing culture of the tribe

Overcoming (not just meeting) new expectations of the customer

Managerial Challenges
The purpose of this area is to understand how changes within the industry have
created new challenges for operating managers. We want to clarify the context in
which managers must coordinate and control HTM organizations.
Question 2a.
Has the manner in which you manage employees in service areas changed
over the past few years? How has this caused a challenge for line
managers?
Before, reviews could not be based on actual facts and it was hard to keep
control of each employee, because there were too many employees. Now, they
can look in the database system they have developed for employees, where they
record reviews and such for the employee. There is a rating system within the
database where the employee can see where they rank. It has shown
improvement in work ethic, because each employee wants to be rank a five, (the
best ranking).

Question 2b.
How has the shift in employee needs impacted your management staff?
There has been an employee need by the casino growing and being able to
provide anything at the slot machine, essentially a one stop shop. They used to
have 1 team member for 350 slot machines. Now, they have to increase the
number of bodys on the floor. Now they have to manage more, 100 machines
per team member. It has been rough to add more employees as well as manage
them, however the database has helped.

Service Leader Competencies

The purpose of this area is to identify the specific knowledge, behaviors, and
skills that are important for service leaders. These usually form the basis for
learning and development opportunities.
Question 3a:
We have identified three broad areas of competencies important for
maximizing service quality. The first dimension is business savvy, and it
includes four competencies. Please identify for me some specific
behaviors that you believe are important for each of the four competencies
as I describe them.
Numberwise A service leader with this competency is able to exhibit an
understanding of hospitality and tourism metrics at a micro and macro level as
well as be able to utilize the measures and variances to improve performance.
Ex: Can you tell me about managers in your organization who are really good
with numbers. . . what are some specific things they do well?
Shadowing and really understanding what the finance teams numbers
Shadowing a marketing analyst and watching what do they respond to
There has been a distinct difference in team members who shadow the
numbers team and those who do not.
Planning This involves the ability to create and translate a shared vision as well
as prepare, execute and measure department goals and contingency plans.
Ex: How do you identify managers who are good at planning in your
organization? What do they do that tells you they are good planners?
Managers are constantly using their iPhone to punch important items in
Always writing everything down,
Keep everything in one area and time stamping their items.
Follow up, e-mails
Strategic Decision-Making This means using all available resources to make
decisions as well as finding creative ways to solve guest problems and maximize
opportunities.
Ex: Do managers need to think strategically in your organization? What are
some specific behaviors or attributes of good strategic thinkers?
Yes, they make their managers think strategically before telling the guest
no.
They try to accommodate and maximize the guests happiness.

Superior Technical Service This competency involves being able to use

systems, processes, procedures and technology to provide consistently efficient
and quick service. Players club cared
Ex: Weve found that service leaders must be good an developing efficient
service systems. . . can you tell me about some activities managers you work
with are involved in to make things quicker and easier for the customer?
Something they uniquely use are the new use of apps, that look into customers
loyalty cards, (It shows the spending patterns, their win/loss ratio, etc.)
Question 3b:
The second dimension is people savvy, and it also includes four
competencies. Please identify for me some specific behaviors that you
believe are important for each of the four competencies as I describe them.
Interpersonal Communication This competency is the importance of being an
active listener, using intuition to build relationships, and having quality one-onone interactions with staff in an effort to improve open communication and a
service-oriented workplace.
They start by hiring a lot for it 3 phase interview, situational type
During the interview, they ask questions, story tell, personality genuine
Networked This competency involves meeting new people, actively
participating in industry associations, collaborating with other companies, and
giving feedback to the community with their time and involvement.
Getting involved with the community
Making sure people are physically doing charity work
Coaching/Training Good coaches/trainers accurately assess peoples strengths
and weaknesses, build talent in the work group, and give actionable feedback
and coaching.
They make supervisors coach and train daily.
Every day they actively observe the team members provide feedback
Superior Expressive Service This leader would go out of his/her way to make a
personal connection with each client and customer.
Ex: Weve also found that service leaders must be great at customer
interactions and surpassing guest expectations. Can you identify someone in
your organization who is great at doing this. . .what specifically do they do?

They make sure their employees know the guests who they see a couple
times a week
An employee must gage in some kind of conversation with them, (the
regular guests) go out of their day to make sure the gust has everything
they need

Question 3c:

And the last dimension of competencies is self savvy, and it includes four
competencies. Please identify for me some specific behaviors that you
believe are important for each of the four competencies as I describe them.
Professionalism A manager displaying this competency shows integrity in
his/her choices, treats employees and customers with the utmost respect, values
diversity, and communicates in a manner appropriate for the situation.
Supervisors recognizing they cannot chill with their employees, that they
are at work, but doing work and directing with a sense of urgency and
friendliness.
Time Management/Priorities A leader strong is this area would plan ahead, set
and keep personal deadlines, and focus on those tasks that maximize results.
Meet current goals,
Prepare yourself for things and events to come.
Self Development This competency reflects a leader who has a willingness to
continuously self improve, try new things, and reflect.
Taking the time to get to know what the other areas of the company do
and how they contribute to the whole operation
Writing down goals once a week, and working with a member from
management to meet those goals.
Spirit of Optimism A leader with this competency would be energetic, selfmotivated, open-minded, and lead with the contagious spirit of optimism.

Being happy with where you work

Let your emotions (only the good ones) be contagious

Is there anything we havent covered that you want to highlight or suggest?

Take pride in what you do, in the long run that is going to set you apart.

Service Leadership Competency Interview Form

DATE OF INTERVIEW

09/15/2014

TIME OF INTERVIEW

1:00 P.M

INTERVIEW PARTICIPANTS

David Richards

TITLE

Banquet Director

ORGANIZATION

Omni Hotel San Diego

TENURE

2 years with Omni

BRIEF BACKGROUND

Attended UNLV, has been in the hospitality industry

for 10 years

Introduction
Introduce yourself and the purpose of the interview
We are doing some research on leadership in the hospitality industry and we are
hoping to get your insights. The information we receive will be used to help
enhance our framework of leadership competencies, which will guide how we
educate and train our students for careers in the industry. We dont need to know
any detailed information about your organization; our focus is on your opinion of
what really distinguishes great leaders in the service environment.
Do you have any particular questions of me or concerns before begin? I have
three areas I would like to talk with you about. I expect our entire conversation
will last about 30 -45 minutes.

Interview Questions
Key Industry Issues
The purpose of this area is to ease into the discussion of leadership
competencies by discussing the challenges and opportunities facing the industry.
The intent is to identify key industry issues which can be linked to necessary
leadership competencies.
Question 1a:
What are some of the most challenging issues facing hospitality and
tourism organizations these days? How do they pose problems for
managers working in these organizations?

High turnover in most hotels, disrupting the organization of how things are
ran

Technology putting more pressure on hotels to wow the guest in more

ways

Question 1b:
What are the biggest changes your managers will face in the next few
years?
Clients wanting more and more for less

In terms of events, keeping up with the needs of the guests that are
constantly changing

Retaining revenue, and giving the guest everything they want

Managerial Challenges
The purpose of this area is to understand how changes within the industry have
created new challenges for operating managers. We want to clarify the context in
which managers must coordinate and control HTM organizations.
Question 2a.
Has the manner in which you manage employees in service areas changed
over the past few years? How has this caused a challenge for line
managers?
No, Mr. Richards believes that companies are taking better care of employees,
that there are no needs for changing how employees are managed.
Question 2b.
How has the shift in employee needs impacted your management staff?
There has been no real change in employee needs, according to Mr. Richards

Service Leader Competencies

The purpose of this area is to identify the specific knowledge, behaviors, and
skills that are important for service leaders. These usually form the basis for
learning and development opportunities.
Question 3a:
We have identified three broad areas of competencies important for
maximizing service quality. The first dimension is business savvy, and it
includes four competencies. Please identify for me some specific
behaviors that you believe are important for each of the four competencies
as I describe them.
Numberwise A service leader with this competency is able to exhibit an
understanding of hospitality and tourism metrics at a micro and macro level as
well as be able to utilize the measures and variances to improve performance.
Ex: Can you tell me about managers in your organization who are really good
with numbers. . . what are some specific things they do well?
When meeting with the client, it is important to know the rates that go
along with them
Knowing the liquor prices, for the open bar or other items that are
essential for events
Planning This involves the ability to create and translate a shared vision as well
as prepare, execute and measure department goals and contingency plans.
Ex: How do you identify managers who are good at planning in your
organization? What do they do that tells you they are good planners?
Exercising the use of Microsoft Outlook
Put everything that a person could think of in their outlook calendar, even
if the person thinks it is something small
Strategic Decision-Making This means using all available resources to make
decisions as well as finding creative ways to solve guest problems and maximize
opportunities.
Ex: Do managers need to think strategically in your organization? What are
some specific behaviors or attributes of good strategic thinkers?
Yes, people have to think strategically in order to balance time and set for
upcoming events
Superior Technical Service This competency involves being able to use
systems, processes, procedures and technology to provide consistently efficient
and quick service. Players club cared
Ex: Weve found that service leaders must be good an developing efficient
service systems. . . can you tell me about some activities managers you work
with are involved in to make things quicker and easier for the customer?
Knowing the POS (Micros) backwards and forwards,
Understanding the excel spreadsheet when it comes to an open bar

 Question 3b:
The second dimension is people savvy, and it also includes four
competencies. Please identify for me some specific behaviors that you
believe are important for each of the four competencies as I describe them.
Interpersonal Communication This competency is the importance of being an
active listener, using intuition to build relationships, and having quality one-onone interactions with staff in an effort to improve open communication and a
service-oriented workplace.
Asking questions while in a conversation about what the other is saying
Note taking while people are talking and reviewing points before walking
away
Networked This competency involves meeting new people, actively
participating in industry associations, collaborating with other companies, and
giving feedback to the community with their time and involvement.
Having a linked in account
Going to mixers downtown that specialize in hospitality
Joining hospitality clubs
Coaching/Training Good coaches/trainers accurately assess peoples strengths
and weaknesses, build talent in the work group, and give actionable feedback
and coaching.
Always say positive feedback before negative
Lead by example
Always work with your team, do the work that the lowest person is doing
Superior Expressive Service This leader would go out of his/her way to make a
personal connection with each client and customer.
Ex: Weve also found that service leaders must be great at customer
interactions and surpassing guest expectations. Can you identify someone in
your organization who is great at doing this. . .what specifically do they do?
Taking time to meet with clients on a one-on one so they do not feel like
the hotel is going through the motions
Finding the clients hot spots
Really make the client feel welcome
Question 3c:
And the last dimension of competencies is self savvy, and it includes four
competencies. Please identify for me some specific behaviors that you
believe are important for each of the four competencies as I describe them.

Professionalism A manager displaying this competency shows integrity in

his/her choices, treats employees and customers with the utmost respect, values
diversity, and communicates in a manner appropriate for the situation.
Great leaders know each employee by their first name, and shake
their hand when they see them for the first time for that day, and
smile at them
Time Management/Priorities A leader strong is this area would plan ahead, set
and keep personal deadlines, and focus on those tasks that maximize results.
Use outlook for all your tasks!
Plan for the next week
Self Development This competency reflects a leader who has a willingness to
continuously self improve, try new things, and reflect.
Look for ways to take on more responsibilities
Take on more leadership, and motivate other people
Spirit of Optimism A leader with this competency would be energetic, selfmotivated, open-minded, and lead with the contagious spirit of optimism.
Sincerely smile at other employees
Always stay positive
Ask others how they are doing
Is there anything we havent covered that you want to highlight or suggest?
Mr. Richards quote he goes by: I've missed more than 9000 shots in my career.
I've lost almost 300 games. 26 times, I've been trusted to take the game winning
shot and missed. I've failed over and over and over again in my life. And that is
why I succeed.
-Michael Jordan

Service Leadership Competency Interview Form

DATE OF INTERVIEW

09/15/2014

TIME OF INTERVIEW

9:00 P.M

INTERVIEW PARTICIPANTS

Scott

TITLE

Manager

ORGANIZATION

Mccormick and Schmick's Seafood Restaurant

TENURE

5 years

BRIEF BACKGROUND

Attended UC San Diego, Worked as a manager at

Islands for 4 years prior

Introduction
Introduce yourself and the purpose of the interview
We are doing some research on leadership in the hospitality industry and we are
hoping to get your insights. The information we receive will be used to help
enhance our framework of leadership competencies, which will guide how we
educate and train our students for careers in the industry. We dont need to know
any detailed information about your organization; our focus is on your opinion of
what really distinguishes great leaders in the service environment.
Do you have any particular questions of me or concerns before begin? I have
three areas I would like to talk with you about. I expect our entire conversation
will last about 30 -45 minutes.

Interview Questions
Key Industry Issues
The purpose of this area is to ease into the discussion of leadership
competencies by discussing the challenges and opportunities facing the industry.
The intent is to identify key industry issues which can be linked to necessary
leadership competencies.
Question 1a:
What are some of the most challenging issues facing hospitality and
tourism organizations these days? How do they pose problems for
managers working in these organizations?

Anticipating the needs of each guest

Proper education of staff

Making sure each guest is truly satisfied

Question 1b:
What are the biggest changes your managers will face in the next few
years?

Trying to downsize management

Upsizing supervisors to decrease the needs for managers

This process will save money in the short term, but cost a lot in the long
run

Managerial Challenges
The purpose of this area is to understand how changes within the industry have
created new challenges for operating managers. We want to clarify the context in
which managers must coordinate and control HTM organizations.
Question 2a.
Has the manner in which you manage employees in service areas changed
over the past few years? How has this caused a challenge for line
managers?
No, over the last few years he has not changed the way he manages his
employees.
Question 2b.
How has the shift in employee needs impacted your management staff?
Management has been pushing to make the staff more self-reliant

Service Leader Competencies

The purpose of this area is to identify the specific knowledge, behaviors, and
skills that are important for service leaders. These usually form the basis for
learning and development opportunities.
Question 3a:
We have identified three broad areas of competencies important for
maximizing service quality. The first dimension is business savvy, and it
includes four competencies. Please identify for me some specific
behaviors that you believe are important for each of the four competencies
as I describe them.
Numberwise A service leader with this competency is able to exhibit an
understanding of hospitality and tourism metrics at a micro and macro level as
well as be able to utilize the measures and variances to improve performance.
Ex: Can you tell me about managers in your organization who are really good
with numbers. . . what are some specific things they do well?
Knowing what is going to make the sales
Have the staff know the goals (numberwise) for the night
Planning This involves the ability to create and translate a shared vision as well
as prepare, execute and measure department goals and contingency plans.
Ex: How do you identify managers who are good at planning in your
organization? What do they do that tells you they are good planners?
Plan ahead
The servers knowing the no money shifts
Strategic Decision-Making This means using all available resources to make
decisions as well as finding creative ways to solve guest problems and maximize
opportunities.
Ex: Do managers need to think strategically in your organization? What are
some specific behaviors or attributes of good strategic thinkers?
Yes, if the guest is unhappy with their experience, they have to think
creatively to make the guest happy
Know the history of how this shift has been in the past from the previous
night, to the night from a year ago.
Superior Technical Service This competency involves being able to use
systems, processes, procedures and technology to provide consistently efficient
and quick service. Players club cared
Ex: Weve found that service leaders must be good an developing efficient
service systems. . . can you tell me about some activities managers you work
with are involved in to make things quicker and easier for the customer?
Making Micros common sense to minimize mistakes
Knowing Micros even in a dinner rush

Question 3b:
The second dimension is people savvy, and it also includes four
competencies. Please identify for me some specific behaviors that you
believe are important for each of the four competencies as I describe them.
Interpersonal Communication This competency is the importance of being an
active listener, using intuition to build relationships, and having quality one-onone interactions with staff in an effort to improve open communication and a
service-oriented workplace.
Make sure employees know that making mistakes means that they are
learning
Encourage people to work on their weaknesses
Networked This competency involves meeting new people, actively
participating in industry associations, collaborating with other companies, and
giving feedback to the community with their time and involvement.
Have a friendliness
Have sincerity when meeting with people
Coaching/Training Good coaches/trainers accurately assess peoples strengths
and weaknesses, build talent in the work group, and give actionable feedback
and coaching.
Constantly give instant feedback to the employees
Keep it positive
If it has to be negative, keep it short, sweet, and to the point
Superior Expressive Service This leader would go out of his/her way to make a
personal connection with each client and customer.
Ex: Weve also found that service leaders must be great at customer
interactions and surpassing guest expectations. Can you identify someone in
your organization who is great at doing this. . .what specifically do they do?

Make the guest feel like your friend, and they are in your home (genuinely)
You have to be aloof until you know the guest
Know how to turn a guests negative day into a positive experience while in
the restaurant

Question 3c:
And the last dimension of competencies is self savvy, and it includes four
competencies. Please identify for me some specific behaviors that you
believe are important for each of the four competencies as I describe them.
Professionalism A manager displaying this competency shows integrity in
his/her choices, treats employees and customers with the utmost respect, values
diversity, and communicates in a manner appropriate for the situation.
Give the guest the right of way while walking in similar areas
Engage in a Welcome or Goodbye if you do pass in public areas
Time Management/Priorities A leader strong is this area would plan ahead, set
and keep personal deadlines, and focus on those tasks that maximize results.
Make your priorities according to the shift you are working
Not preparing, is going to make you fail
Self Development This competency reflects a leader who has a willingness to
continuously self improve, try new things, and reflect.
A busser evolved into a bartender by watching and persevering
Keep things new by trying to develop new recipes for drinks.
Spirit of Optimism A leader with this competency would be energetic, selfmotivated, open-minded, and lead with the contagious spirit of optimism.
Have a name/face recognition with guests, as well as fellow employees
Know your clientele
Is there anything we havent covered that you want to highlight or suggest?

Develop teaching and interpersonal skills

Increase techie work
Practice leading effectively

Quote: Failure to prepare, is preparing to fail

When the day is tough, remember Hell is other people