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SOPs / Personnel / NLRB Rules For All Staff

Here is a list we developed a long time ago of traits, skills, etc of a great GSA. Perhaps you can use these when interviewing for that position - find out if they have the majority of these features (they are not in any order):

  • Positive attitude toward people, likes people

  • Attention to detail

  • Calm when faced with stressed customers

  • Calm when faced with lots of guests at one time

  • Calm when faced with busy telephone

  • Organized

  • Strong listening skills

  • Professional appearance

  • Clean and neat appearance

  • Reliable

  • Flexible

  • Self-confident

  • Having a structured job is not important to them

  • Sales oriented

  • Reliable transportation

  • Possesses a working alarm clock

  • Initiative

  • Honest

  • Patient with children and the elderly

  • Can work cooperatively with others

  • Strong communication skills

  • Neat handwriting

  • Basic math skills

  • Not afraid of computers

  • Can take constructive criticism

  • Can be on their feet for hours

Obviously, some personality traits are more important than others and you need to weigh them when you determine what your applicant is like. It is more important that they have these traits than that they have worked in a hotel before or at a front desk or at the particular brand of hotel. You can teach hotel-specific things, but you can't teach personality.

Finally, many of these traits also are important for all other positions in the hotel so use this list for any position. Some items, though, don't apply as much as others.

Also refer to: ADA Do's & Don'ts, Preliminary Interview Questions, and Checking Immigration Documents

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