IQ, EQ & HQ

In most industries, only 25% of someone's long-term success in a career position is determined by their IQ (Intelligence Quotient). We would assume then a person's EQ (Emotional Quotient) attributes to the rest. But in our industry, we must consider the importance of having high HQ (Hospitality Quotient). HQ is when someone gets real satisfaction from pleasing and caring for others with no expectation in return or hidden agenda. In fact possessing HQ is more important than IQ, as all hard-skills can be learned while HQ is innate.

Here are some interview questions that determine a candidate's HQ level:

1) Comment on two reasons why you think the hospitality industry chose you.
2) What was your first hospitality experience that stood out?
3) Comment on the time you sacrificed in order to help someone else.
4) What is your trade secret to make a guest feel special?
5) What key advice did you learn from a mentor that you impart to your team?
6) Comment on your proudest guest satisfaction/interaction.
7) What is your knee-jerk reaction when you run into a customer who remembers you from a previous restaurant?
8) Comment on the last time you had a remarkable customer service experience. Did you report it to their employer? Why?
9) Do you enjoy hosting friends or being hosted? Why?

Stop blaming the staff's work ethic, common sense or integrity. Perhaps you are asking the wrong questions and hence hiring the wrong people. You cannot train people to be happy, just hire happy people.

Hope this helps.

*I believe the term HQ was created by Danny Meyer. In addition to Union Square Hospitality Group, Danny Meyer is a partner in a consulting company called Hospitality Quotient