《Starwood国际酒店管理集团销售人员招聘甄选标准》

1、Sales Selection ToolsDevelopment & Implementation OverviewUpdated: June 23, 2006Implementation Partners:Organizational CapabilityGlobal SalesGlobal HRStarwood Hotels & Resorts - ConfidentialContents Overview Tool Development & Study Results Process Impact Tool Utilization Implementation

2、Notes Appendix1OverviewStarwood Hotels & Resorts - Confidential=Overarching Goal:Maximize the Selection Process3Starwood Hotels & Resorts - Confidential Selection Process Pre-Implementation (Screening Discussion, B.I.)Improve Sales Hiring ProcessEvaluation Pre-Implementation4Starwood Hotels

3、& Resorts - Confidential 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.)+5Starwood Hotels & Resorts - ConfidentialBenefitImp

4、actBetter Candidates Eliminate candidates likely to be poor performersMore Time Spend more time on stronger candidatesIncreased Confidence Understand a candidates experience and abilities Hire for attitude, train for skillGreater Productivity Stronger candidates make bigger contributions, soonerRetu

5、rn on Investment6Starwood Hotels & Resorts - ConfidentialPhase 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 Seller EAM

6、EJuly 2006LADSeller LADJuly 2006Sales Selection Initiative:Global FocusBahasa (Indonesian)Chinese (Simplified)FrenchGermanItalianJapaneseSpanish (European)Spanish (Latin American)* Japan, Korea, India/Bangladesh targeted for October 20067Tool DevelopmentStudy ResultsStarwood Hotels & Resorts - C

7、onfidentialUnderstandGlobal JobsAug. Dec. 2004Tool Development OverviewSales Incumbents Job Analysis Questionnaire Global SME Focus Groups Job consistencies and career pathsSales Competency Model Development9Starwood Hotels & Resorts - ConfidentialTool Development:Job Families and Sample TitlesA

8、PD: 205EAME: 212LAD: 99NAD: 390APD: 40EAME: 59LAD: 21NAD: 180Account DirectorAccount ExecutiveAccount ManagerAssistant Sales ManagerBanquet ManagerBTSMBusiness Development ExecutiveCatering ExecutiveCatering Sales/Services ManagerSenior Catering Sales ManagerConvention ManagerCCS ManagerDeputy Direc

9、tor 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 Global SalesDirector of

10、 Banquet & ConventionDirector of CateringDirector of Catering/Convention ServicesDirector of Event ManagementDirector of Global Sales Director Global SalesDirector of Group SalesDirector of SalesDirector of Sales & Marketing10Starwood Hotels & Resorts - ConfidentialUnderstandGlobal JobsD

11、evelopDraft ToolsAug. Dec. 2004Jan. March 2005Tool Development OverviewePredix library Tried and true questions for predicting sales performanceFocus Groups Assessment question review and writing11Starwood Hotels & Resorts - ConfidentialQuestion TypeDescriptionSuccessful CompetenciesSituational

12、JudgmentWhat would you do in this situation? Time Management Customer Service General ManagementPersonalityAttributes not taught or trained Relationship Building Drive for Success Self-Confidence CreativityPast ExperiencePreferences/Style Experience AspirationsProblem SolvingReasoning skills Analysi

13、s InferenceDevelop Draft ToolsContent All Multiple Choice Questions12Starwood Hotels & Resorts - ConfidentialUnderstandGlobal JobsDevelopDraft ToolsCompleteToolsRate JobPerformanceAug. Dec. 2004Jan. March 2005Phase 1: April 05Phase 2: Nov/Dec. 05(Current sales associates)(Supervisors of sales as

14、sociates)Tool Development Overview13Starwood Hotels & Resorts - ConfidentialUnderstandGlobal JobsDevelopDraft ToolsCompleteToolsRate JobPerformanceFind Best CombinationAug. Dec. 2004Jan. March 2005Phase 1: April 05Phase 2: Nov/Dec. 05May 05Mar/Apr 06(Current sales associates)(Supervisors of sale

15、s associates)Tool Development OverviewAnalyses per Phase and Division14Starwood Hotels & Resorts - ConfidentialData Results OverviewPresented for current associates (participants)(Bottom Third)(Interview Qualified Top two-thirds)* Combined Failed Prescreen and Failed Proctored Assessment15Starwo

16、od Hotels & Resorts - ConfidentialData Results OverviewPresented for current associates (participants)(Bottom Third)(Interview Qualified Top two-thirds)* Combined Failed Prescreen and Failed Proctored AssessmentGroup of current associatesin study who wouldnot have passed16Starwood Hotels & R

17、esorts - ConfidentialData Results OverviewPresented for current associates (participants)(Bottom Third)(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 low pass17Starwood H

18、otels & Resorts - ConfidentialData Results OverviewPresented for current associates (participants)(Bottom Third)(Interview Qualified Top two-thirds)* Combined Failed Prescreen and Failed Proctored AssessmentGroup of current associatesin study who scored the highest18Starwood Hotels & Resorts

19、 - ConfidentialData Results OverviewPresented for current associates (participants)(Bottom Third)(Interview Qualified Top two-thirds)* Combined Failed Prescreen and Failed Proctored AssessmentMeasure of job performance (average for group)19Starwood Hotels & Resorts - ConfidentialDevelopment Stud

20、y ResultsAll Sellers Combined (n=906)Bottom Scorers on Tools(Bottom Third would be filtered out by Tools)Highest Scorers on Tools(Top Third of Passing Scores)Passing Scorers on Tools(Bottom two-thirds of Passing Scores)20Starwood Hotels & Resorts - ConfidentialDevelopment Study ResultsAll Sales

21、Leaders Combined (n=290)Bottom Scorers on Tools(Bottom Third would be filtered out by Tools)Highest Scorers on Tools(Top Third of Passing Scores)Passing Scorers on Tools(Bottom two-thirds of Passing Scores)21Starwood Hotels & Resorts - Confidential Predictive: Higher tool performance = greater j

22、ob performance (e.g., Percent to Goal, supervisor performance ratings) Stable: Consistent relationships Unbiased: Legally defensible Key Findings Summary22Starwood Hotels & Resorts - ConfidentialResulting Tools Online Assessment (Seller)15 to 20 minutesTaken at home, library, internet caf, etc.

23、Proctored Assessment (Seller)40 to 60 minutesCompleted on property Proctored Assessment (Leader)40 to 60 minutesCompleted on property23Starwood Hotels & Resorts - ConfidentialResulting Tools Online Assessment (Seller)15 to 20 minutesNot taken onsite Proctored Assessment (Seller)40 to 60 minutesC

24、ompleted on property Proctored Assessment (Leader)40 to 60 minutesCompleted on propertyAPD Online AssessmentEAME Online AssessmentLAD Online AssessmentPHASE 1 Online AssessmentAPD Proctored AssessmentEAME Proctored AssessmentLAD Proctored AssessmentPHASE 1 Proctored AssessmentPhase 1 Leader Proctore

25、d AssessmentPhase 2 Leader Proctored Assessment24Process ImpactStarwood Hotels & Resorts - ConfidentialWorld-Class Hiring ProcessFiltering out the bottom candidates26Starwood Hotels & Resorts - ConfidentialWorld-Class Hiring ProcessFiltering out the bottom candidatesRecruitment: Meet Basic Q

26、ualifications27Starwood Hotels & Resorts - ConfidentialWorld-Class Hiring ProcessFiltering out the bottom candidatesOnline AssessmentRecruitment: Meet Basic QualificationsSellers only28Starwood Hotels & Resorts - ConfidentialWorld-Class Hiring ProcessFiltering out the bottom candidatesOnline

27、 AssessmentRecruitment: Meet Basic QualificationsScreening Discussion29Starwood Hotels & Resorts - ConfidentialWorld-Class Hiring ProcessFiltering out the bottom candidatesOnline AssessmentProctored AssessmentRecruitment: Meet Basic QualificationsScreening DiscussionTools are expected to filter

28、out the bottom 30% candidates30Starwood Hotels & Resorts - ConfidentialWorld-Class Hiring ProcessFiltering out the bottom candidatesOnline AssessmentProctored AssessmentBehavioral InterviewRecruitment: Meet Basic QualificationsScreening Discussion31Starwood Hotels & Resorts - ConfidentialWor

29、ld-Class Hiring ProcessFiltering out the bottom candidatesHire &OrientationOnline AssessmentProctored AssessmentBehavioral InterviewRecruitment: Meet Basic QualificationsScreening Discussion32Starwood Hotels & Resorts - ConfidentialJob RequisitionContinue as now done Create and approve requi

30、sition onlinePost JobContinue as now done Set up job profile in ePredix system Post all jobs through system Assessment tool URLs will automatically be preparedRecruit & QualifyDHRs, DOSMs, GMs - Broaden candidate search Process Impact33Starwood Hotels & Resorts - ConfidentialApplication Revi

31、ewContinue as now done to Evaluate basic qualificationsStore applications Basic qualifications determined online Online interface/ application warehouseOnline Assessment(Seller only) Email qualified candidates with URL System directs candidate to online assessmentScreening DiscussionContinue as now

32、done; invite candidates to property Utilize online assessment results to prioritize candidatesProcess Impact34Starwood Hotels & Resorts - ConfidentialProctored Assessment Prepare computer and assessment space Review results Determine candidate next stepsPass ( ): Proceed to Behavioral Interview

33、stepFiltered ( ): No longer an eligible sales candidate Standard “thanks but no thanks/not a fit” language Optional/courtesy interview Exploratory discussion regarding fit outside sales(Internal) Development discussion; 6 month retest policyBehavioral InterviewContinue as now doneHire & Orientat

34、ionContinue as now done Process Impact35Tool UtilizationStarwood Hotels & Resorts - ConfidentialTool UtilizationDesired PositionExternal Candidate* Online Assessment Proctored Assessment Leader Proctored Assessment* Any candidate from a Starwood franchised property would be considered an externa

35、l candidate37Starwood Hotels & Resorts - ConfidentialTool UtilizationDesired PositionExternal Candidate*Any Position Online Assessment Proctored Assessment Leader Proctored AssessmentInternal Candidate Online Assessment Proctored Assessment Leader Proctored Assessment* Any candidate from a Starw

36、ood franchised property would be considered an external candidate38Starwood Hotels & Resorts - ConfidentialTool UtilizationDesired PositionExternal Candidate*Any Position Online Assessment Proctored Assessment Leader Proctored AssessmentInternal CandidateNon-Seller Online Assessment Proctored As

37、sessment Leader Proctored AssessmentNot required to use new assessment tools Leader Proctored Assessment* Any candidate from a Starwood franchised property would be considered an external candidate39Starwood Hotels & Resorts - ConfidentialTool UtilizationDesired PositionExternal Candidate*Any Po

38、sition Online Assessment Proctored Assessment Leader Proctored AssessmentInternal CandidateNon-Seller Online Assessment Proctored Assessment Leader Proctored AssessmentSellerNot required to use new assessment tools Leader Proctored AssessmentNot required to use new assessment tools* Any candidate fr

39、om a Starwood franchised property would be considered an external candidate40Starwood Hotels & Resorts - ConfidentialMandatoryUse for all Seller and Sales Leader positions =Seller Online AssessmentSeller Proctored AssessmentLeader Proctored Assessment6-month retest policyWeb-basedOnline administ

40、ration only (no paper versions)Utilization Parameters41Implementation NotesStarwood Hotels & Resorts - ConfidentialKey RolesStrategic Partnership between HR and Sales Champion and sustain tool usage Maintain a smooth process and volume flow Score interpretation filter and prioritize Support othe

41、r properties as needed Setting Expectations“As part of our hiring process, we ask all candidates to complete an assessment that has been shown to be a strong predictor of success for this job.”43Starwood Hotels & Resorts - ConfidentialAssessment EnvironmentProctored Assessment Guidelines Quiet,

42、well-lit space with no interruptions Workstation with Internet access Calculator A way for the candidate to quickly contact someone e.g., technical problems, emergency, etc.NOTE: Seller candidates are expected to complete the online assessmenton their own (e.g., home, library, internet caf, etc.)44S

43、tarwood Hotels & Resorts - ConfidentialEnglish Language Notes Systems training delivered to HR Champions Self-guided training materials for property HR (voice and print) Reference materials (presentations, FAQs, technical documentation) ePredix HelpDesk support (voice and email) Administrators w

44、ebsite/management of candidate pool45Starwood Hotels & Resorts - ConfidentialHelpDesk 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 sy

45、stem problemMost Common HelpDesk Questions: Wrong URL/typos Forgotten usernames/passwords; need to reset access codes46Starwood Hotels & Resorts - ConfidentialSupport InfrastructureSupport SourceSupport ReferenceReference Documentation Training presentations FAQs Area/Regional HR Champions Strat

46、egy Procedural guidance Triage of technical problemsPhase 1 Divisional Champions (Experienced System User) User experience Situational questionsSales Selection Team () General questions47Starwood Hotels & Resorts - ConfidentialPhase 1 ChampionsUser ExperienceSituational QuestionsAPDEAMELADCathy Sinden, Recruitment Manager, SydneyJane Tegerdine DO