《Starwood國際酒店管理集團銷售人員招聘甄選標準》

1、Sales Selection ToolsDevelopment & Implementation OverviewUpdated: June 23, 2006Implementation Partners:Organizational CapabilityGlobal SalesGlobal HRContentsOverviewTool Development & Study ResultsProcess ImpactTool UtilizationImplementation NotesAppendixOverviewReduce the Time Spent Evaluating Can

2、didatesIncrease the Number of Strong Sales Candidates=Candidate “ProfitabilityHired the best of the best and the new hires were well worth the time spentOverarching Goal:Maximize the Selection Process Selection Process Pre-Implementation (Screening Discussion, B.I.)Improve Sales Hiring ProcessEvalua

3、tion Pre-Implementation Fundamental attributesDifficult to teach or trainAre related to job performanceCan be assessedImprove Sales Hiring ProcessModel World-Class EvaluationSelection Process Pre-Implementation (Screening Discussion, B.I.)+BenefitImpactBetter CandidatesEliminate candidates likely to

4、 be poor performersMore TimeSpend more time on stronger candidatesIncreased ConfidenceUnderstand a candidates experience and abilitiesHire for attitude, train for skillGreater ProductivityStronger candidates make bigger contributions, soonerReturn on InvestmentThe tools are designed to providePhased

5、 ApproachAreaResearch StudyTool ConstructionImplementationSellerLeaderPhase 1 Native EnglishNADApril 2005Seller - Phase 1 AllLeader - Phase 1 AllJuly 2005Australia, FijiSeptember 2005UK, IrelandOctober 2005Phase 2 Additional 8 languagesAPDNov - Dec. 2005Seller APDLeader - Phase 2 AllJuly 2006*EAME S

6、eller EAMEJuly 2006LADSeller LADJuly 2006Sales Selection Initiative:Global FocusBahasa (Indonesian)Chinese (Simplified)FrenchGermanItalianJapaneseSpanish (European)Spanish (Latin American)Phase 2 Languages:* Japan, Korea, India/Bangladesh targeted for October 2006Tool DevelopmentStudy ResultsUnderst

7、andGlobal JobsAug. Dec. 2004Tool Development OverviewSales Incumbents Job Analysis Questionnaire Global SME Focus Groups Job consistencies and career pathsSales Competency Model DevelopmentTool Development:Job Families and Sample TitlesSeller(number of participants per study)Sales Leader(number of p

8、articipants per study)APD: 205EAME: 212LAD: 99NAD: 390APD: 40EAME: 59LAD: 21NAD: 180Account DirectorAccount ExecutiveAccount ManagerAssistant Sales ManagerBanquet ManagerBTSMBusiness Development ExecutiveCatering ExecutiveCatering Sales/Services ManagerSenior Catering Sales ManagerConvention Manager

9、CCS ManagerDeputy Director of SalesEvents Sales ManagerGlobal Account DirectorGlobal Account ExecutiveGlobal Account ManagerGroup Sales/Events Sales ManagerLTSMOne-CallSales ExecutiveSales ManagerSenior Sales ManagerAssistant Director of SalesAssistant Director of Convention SalesAssociate Director

10、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 & MarketingUnderstandGlobal JobsDevelopDraft ToolsAug. Dec. 2004

11、Jan. March 2005Tool Development OverviewePredix library Tried and true questions for predicting sales performanceFocus Groups Assessment question review and writingQuestion TypeDescriptionSuccessful CompetenciesSituational JudgmentWhat would you do in this situation?Time ManagementCustomer ServiceGe

12、neral ManagementPersonalityAttributes not taught or trainedRelationship BuildingDrive for SuccessSelf-ConfidenceCreativityPast ExperiencePreferences/StyleExperienceAspirationsProblem SolvingReasoning skillsAnalysisInferenceDevelop Draft ToolsContent All Multiple Choice QuestionsUnderstandGlobal Jobs

13、DevelopDraft ToolsCompleteToolsRate JobPerformanceTest Many ModulesAug. Dec. 2004Jan. March 2005Phase 1: April 05Phase 2: Nov/Dec. 05(Current sales associates)(Supervisors of sales associates)Tool Development OverviewUnderstandGlobal JobsDevelopDraft ToolsCompleteToolsRate JobPerformanceTest Many Mo

14、dulesFind 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 DivisionData Results OverviewPresented for current associates (participants)(Bottom T

15、hird)X(Interview Qualified Top two-thirds)* Combined Failed Prescreen and Failed Proctored AssessmentData Results OverviewPresented for current associates (participants)(Bottom Third)X(Interview Qualified Top two-thirds)* Combined Failed Prescreen and Failed Proctored AssessmentGroup of current asso

16、ciatesin study who wouldnot have passedData 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 would have passed; split up into high and l

17、ow passData 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 highestData Results OverviewPresented for current associates (pa

18、rticipants)(Bottom Third)X(Interview Qualified Top two-thirds)* Combined Failed Prescreen and Failed Proctored AssessmentMeasure of job performance (average for group)Development Study ResultsAll Sellers Combined (n=906)Bottom Scorers on Tools(Bottom Third would be filtered out by Tools)XHighest Sco

19、rers 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 jobDevelopment Study ResultsAll Sales Leaders Combined (n=290)Bottom Scorers on Tools(Bottom Third would be filtered out by Tools)XHigh

20、est 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 jobPredictive: Higher tool performance = greater job performance (e.g., Percent to Goal, supervisor performance ratings)Stable:

21、Consistent relationshipsUnbiased: Legally defensible Key Findings SummarySee Appendix for Detailed Study Results for Each Phase/DivisionResulting ToolsSellerSales LeaderOnline Assessment (Seller)15 to 20 minutesTaken at home, library, internet caf, etc.Proctored Assessment (Seller)40 to 60 minutesCo

22、mpleted on propertyProctored Assessment (Leader)40 to 60 minutesCompleted on propertySeller tools were developed specifically for each Division/PhaseOne Leader tool was developed for all of each Phase combinedResulting ToolsSellerSales LeaderOnline Assessment (Seller)15 to 20 minutesNot taken onsite

23、Proctored Assessment (Seller)40 to 60 minutesCompleted on propertyProctored Assessment (Leader)40 to 60 minutesCompleted on propertyAPD Online AssessmentEAME Online AssessmentLAD Online AssessmentPHASE 1 Online AssessmentAPD Proctored AssessmentEAME Proctored AssessmentLAD Proctored AssessmentPHASE

24、1 Proctored AssessmentPhase 1 Leader Proctored AssessmentPhase 2 Leader Proctored AssessmentSeller tools were developed specifically for each divisionOne Leader tool was developed for all of Phase 2 combinedProcess ImpactWorld-Class Hiring ProcessFiltering out the bottom candidatesWorld-Class Hiring

25、 ProcessFiltering out the bottom candidatesProcessStep1. SourceRecruitment: Meet Basic QualificationsWorld-Class Hiring ProcessFiltering out the bottom candidatesProcessStep1. SourceOnline AssessmentRecruitment: Meet Basic Qualifications2. AssessSellers onlyWorld-Class Hiring ProcessFiltering out th

26、e bottom candidatesProcessStep1. SourceOnline AssessmentRecruitment: Meet Basic QualificationsScreening Discussion2. AssessWorld-Class Hiring ProcessFiltering out the bottom candidatesProcessStep1. SourceOnline AssessmentProctored AssessmentRecruitment: Meet Basic QualificationsScreening Discussion2

27、. AssessTools are expected to filter out the bottom 30% candidatesWorld-Class Hiring ProcessFiltering out the bottom candidatesProcessStep1. SourceOnline AssessmentProctored AssessmentBehavioral InterviewRecruitment: Meet Basic QualificationsScreening Discussion2. AssessWorld-Class Hiring ProcessFil

28、tering out the bottom candidatesProcessStep1. Source3. FillHire &OrientationOnline AssessmentProctored AssessmentBehavioral InterviewRecruitment: Meet Basic QualificationsScreening Discussion2. AssessActivityImmediate Roll OutStarFinder (2007)SourceJob RequisitionContinue as now doneCreate and appro

29、ve requisition onlinePost JobContinue as now doneSet up job profile in ePredix systemPost all jobs through systemAssessment tool URLs will automatically be preparedRecruit & QualifyDHRs, DOSMs, GMs - Broaden candidate search Process ImpactActivityImmediate Roll OutStarFinder (2007)AssessApplication

30、ReviewContinue as now done to Evaluate basic qualificationsStore applicationsBasic qualifications determined onlineOnline interface/ application warehouseOnline Assessment(Seller only)Email qualified candidates with URLSystem directs candidate to online assessmentScreening DiscussionContinue as now

31、done; invite candidates to property Utilize online assessment results to prioritize candidatesProcess ImpactActivityImmediate Roll OutStarFinder (2007)AssessProctored AssessmentPrepare computer and assessment spaceReview resultsDetermine candidate next stepsPass (): Proceed to Behavioral Interview s

32、tepFiltered (X ): No longer an eligible sales candidateStandard “thanks but no thanks/not a fit” languageOptional/courtesy interviewExploratory discussion regarding fit outside sales(Internal) Development discussion; 6 month retest policyBehavioral InterviewContinue as now doneFillHire & Orientation

33、Continue as now done Process ImpactTool UtilizationTool UtilizationDesired PositionSellerSales LeaderExternal Candidate*Any PositionOnline AssessmentProctored AssessmentLeader Proctored Assessment* Any candidate from a Starwood franchised property would be considered an external candidateTool Utiliz

34、ationDesired PositionSellerSales LeaderExternal Candidate*Any PositionOnline AssessmentProctored AssessmentLeader Proctored AssessmentInternal CandidateNon-SellerOnline AssessmentProctored AssessmentLeader Proctored Assessment* Any candidate from a Starwood franchised property would be considered an

35、 external candidateTool UtilizationDesired PositionSellerSales LeaderExternal Candidate*Any PositionOnline AssessmentProctored AssessmentLeader Proctored AssessmentInternal CandidateNon-SellerOnline AssessmentProctored AssessmentLeader Proctored AssessmentSellerNot required to use new assessment too

36、lsLeader Proctored Assessment* Any candidate from a Starwood franchised property would be considered an external candidateTool UtilizationDesired PositionSellerSales LeaderExternal Candidate*Any PositionOnline AssessmentProctored AssessmentLeader Proctored AssessmentInternal CandidateNon-SellerOnlin

37、e AssessmentProctored AssessmentLeader Proctored AssessmentSellerNot required to use new assessment toolsLeader Proctored AssessmentSales LeaderNot required to use new assessment tools* Any candidate from a Starwood franchised property would be considered an external candidateParameterPolicy NoteMan

38、datoryUse for all Seller and Sales Leader positionsX =Seller Online AssessmentSeller Proctored AssessmentLeader Proctored Assessment6-month retest policyWeb-basedOnline administration only (no paper versions)No longer an eligible candidateUtilization ParametersImplementation NotesKey RolesStrategic

39、Partnership between HR and SalesChampion and sustain tool usageMaintain a smooth process and volume flowScore interpretation filter and prioritizeSupport other properties as neededSetting Expectations“As part of our hiring process, we ask all candidates to complete an assessment that has been shown

40、to be a strong predictor of success for this job.Assessment EnvironmentProctored Assessment GuidelinesQuiet, well-lit space with no interruptionsWorkstation with Internet accessCalculator A way for the candidate to quickly contact someone e.g., technical problems, emergency, etc.NOTE: Seller candida

41、tes are expected to complete the online assessmenton their own (e.g., home, library, internet caf, etc.)English Language NotesSystems training delivered to HR ChampionsSelf-guided training materials for property HR (voice and print)Reference materials (presentations, FAQs, technical documentation)eP

42、redix HelpDesk support (voice and )Administrators website/management of candidate poolHelpDesk GuidancehelpdeskUS: 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 issu

43、e, NOT an ePredix system problemMost Common HelpDesk Questions:Wrong URL/typosForgotten usernames/passwords; need to reset access codesSupport InfrastructureSupport SourceSupport ReferenceReference DocumentationTraining presentationsFAQs Area/Regional HR ChampionsStrategyProcedural guidanceTriage of technical problemsPhase 1 Divisional Champions (Experienced System User)User experienceSituational questio