Chapter 8: Recruitment

Start up
A full house
Recruiting the entire staff for the Bellagio hotel in Las Vegas in record time and at
minimum cost may sound like mission impossible. But Arte Nathan came up trumps.
Talk about long odds. Arte Nathan was Vice President of Human Resources for the launch of
the Bellagio in Las Vegas. Everything about Bellagio was larger than life. So too was the
challenge that confronted Nathan: hire 9,600 workers in 24 hours. Nathan and his HR team
would have to screen 84,000 applicant in 12 weeks, interview 27,000 finalists in 10 weeks,
and process 9,600 hires in 11 days. In the end, they nailed the deadline and here’s how they
did it.
A
This started out as an experiment. But in the end, the guinea pig survived. We saved Bellagio
$1.9 million. Most HR people are afraid to let go of their hire-and-fire authority. But if you
really want to sit at the big table, you’ve got to start thinking strategically and globally. And
the only way to do that is to eliminate HR transactions from your life. You have to be willing
to say, “I am in the wrong place in this process”. You have to take yourself out of the system.
B
If a manager wanted to hire you, he would click on CONDUCT BACKGROUND CHECK.
Law-enforcement officials would then receive your application online and check your
employment and education history. We rejected about eight percent of our candidates at this
stage of various reasons, such as lying on their applications. If you passed this and a drug test,
the manager would then make the final decision. When you appoint somebody, you create
three files: a personnel file, an equal employment opportunity commission file and a medical
file. Why not have an electronic personnel file? In the process, we could eliminate the files
that managers usually keep at their desks. So we developed one and transmitted everything
from the application database to the new-hire database. Using the same technology for all of
our personnel and payroll forms meant that we no longer had to collect, input, and file
thousands of paper forms.

C
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The only way to hire so many so fast was to move everything online. That meant we had to
build an online job application and HR system. I told our managers that this technology would
give them hire-and-fire responsibility, which they say they want, and complete authority,
which they rarely get. And it would make them 100 percent accountable for their decisions.
Going online would take human resources out of the process.
D
Next came the interviews. Every day, 180 hiring managers, who we had specially trained,
conducted 740 interviews of 30 minutes each. Applicants were asked a set of behavioral
questions what we had developed, like “Tell me about a time when you were at the front desk,
and a guest was late. What did you do when you couldn’t find the reservation?”. Using a PC
embedded in their desktops the managers evaluated the answer on a rating sheet and the
scores were fed into the database.
E
In 14 months we had designed, built, and implemented the system. This is how it worked: to
apply for a position, you set up an appointment. When you arrived, an HR staff person
wearing a microphone confirmed your identity and notified staff, who greeted you by name
and assigned you to a computer terminal. Once you completed the application, the computer
would ask you to proceed to a checkout desk where a staff member would review it. In fact,
what our people were really doing was assessing your communication skills and your overall
demeanor. At that point, we weeded out about 20 percent of the applicants.
1. Read the jumbled text above and arrange the extracts in the correct order.
2. Match the subheadings with paragraphs A-E.
• Speed interviewing
• Click to file
• Checking in and checking out
• Empower your managers
• Making yourself redundant
3. What do the following numbers refer to in the text?
• 24 weeks
• 740
• 20 percent
• 30 minutes
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 • 8 percent
• $1.9 million
Speaking
What do you think of the recruitment methods used at the Bellagio? Would you like to be
recruited in this way?

Vocabulary
The two lists below show the Bellagio recruitment process from the viewpoint of the
applicants and the HR team. Complete the lists with one of the following words.
Deadline train appointment computer application identity
Checkout conduct interview backgrounds test screen files
system

Applicants The HR team

1. Set up an 1. Fix a to complete each phase
2. Have staff confirm 2. Design a computer
3. Enter data on a terminal 3. all applications
4. Complete the 4. hiring managers
5. Proceed to 5. Interviews with
candidates
6. Attend an 6. Check candidates’
7. Take a drug 7. Create personnel

Reading
I am proud to work here
Every year the Sunday Times newspaper analyses employees’ opinions to find out the best
companies to work for in the UK. What are the eight factors they identify?

1. Leadership – the most influential factor

Leaders and senior managers have to inspire trust. Asda runs a scheme where staff can
make suggestions to their MD – good ideas win a holiday. Its directors also visit stores
and talk to staff.

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 2. Wellbeing – the balance between work and home
Flexibility about holidays is essential in a good workplace. At KPMG staff can “buy”
extra days holiday. Both Asda and Mothercare are family-friendly. Mothercare offers
career breaks of up to two years.

3. Fair deal – pay and benefits

Although Asda salaries aren’t high, staff like the benefits scheme. Both Nationwide
and The Carphone Warehouse give bonuses. And at Cadbury Swhweppes staff even
get free chocolate!

4. My manager – your immediate day-to-day boss

The best managers trust your judgment and express appreciation. 76% of staff at
Nationwide rate their managers highly.
At the Carphone Warehouse there are forums for staff to talk with their managers.

5. My team – your immediate colleagues

At Asda there are daily bonding sessions, and most staff feel their colleagues are
helpful. There are also national sports tournaments, parties, and theatre trips.

6. Personal growth – new skills and new challenges

At KPMG there is an e-learning website where staff can choose their training path.
Promotion is important for career development – 70% of Asda managers come from
the workforce.

7. Giving something back – charity and community work

Nationwide has a special day when staff work for the local community. And workers
at Cadburys Schweppes rate their company as very charitable.

8. My company – a belief in your company

Most of The Carphone Warehouse staff believe in company values and feel they can
contribute to its success.

1. Read the article and make notes about the companies.

Example: Nationwide – gives bonuses, has good managers, works with the community.
2. Find these verbs in the article and match them with the words and phrases.
1. Make a. in company values
2. Offers b. their training path

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 3. Express c. their colleagues are helpful
4. Feel d. suggestions
5. Choose e. career breaks
6. Believe f. appreciation
3. Discuss the methods the companies use to improve the workplace. Say if you agree or
disagree with the methods.
Example:
A Asda organizes sport and social events. I think it’s a good idea.
B I don’t agree. My free time is outside the workplace!
4. Work in groups. Create your own perfect company. Think about the conditions, benefits,
etc. Complete the table with your notes.

Our ideal company

Name of company:

Product/service:

Company beliefs:

Managers:

Working hours salary:

Salary:

Working style (teamwork, etc.):

Business trips:

Sporting facilities:

Office layout:
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 Eating areas:

Social events:

Holidays:

Workcheck
Complete the crossword.
1

2 3 4 5

6 7 8

10 11

12 13

14 15

Across
3. The people who work for a company. (5)
6. Sales have gone since we introduced our new line. (2)
7. The company is expanding and is looking for employees. (3)
8. During the harvest, farmers take hundreds of casual workers. (2)
10. The government starts paying benefits at age 65. (10)
12. The manager had to three men for serious misconduct. (7)
14. We have decided to workers from Detroit to Pittsburg. (8)
15. My father took retirement – he stopped work at 55. (5)
Down
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 1. It is often cheaper to replace than it is to repair it. (9)
2. We’ve five new trainees who will begin work next month. (9)
4. Mr. Henderson no longer works for us – he has early retirement. (5)
5. The chief accountant quit his job personal reasons. (3)
9. The chairman because he disagreed with the new proposals. (8)
11. He achieved our sales in every market last month. (7)
13. The account executive was after he lost an important client. (5)
Speaking
1. Work in pairs. Discuss what makes you happy.
Example: I am happy when I go out with my friends.
2. Choose the ten factors below that you consider most important for a happy working
life.
3. Work in pairs. Compare your answers.

Keys to a happy working life

□Enough free time □Finding the work challenging
□A job that reflects your personal values □A secure job
□Being trusted □A flexible working week
□Responsibility □Getting on with people
□Regular hours □Using your skills and talents
□A good salary □Being treated as an individual
□A nice working environment □Having fun
□Expressing your opinions and ideas □Be respected
□Having a social life with colleagues □Getting achievement in work

How not to impress at an interview?

Going for a job interview is a chance to impress and show a company your best qualities.
Or it should be! Interviewers told us about their worst experiences. Are you ready for some
surprises?
1. One woman started eating a hamburger and fries during the interview. She said that
she hadn’t had lunch.
2. One candidate saw a photo of my wife on the desk and asked if it was my mother.
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 3. I was amazed when a woman brought her dog to the interview. She even asked for a
bowl of water.
4. I must be very boring. A candidate once went to sleep during the interview. I had to
wake him up!
5. The candidate made a phone call on his mobile. It was to his brother – he asked him
how to answer the question.
6. During the interview an alarm clock went off in the candidate’s bag. He got up and
said he had to leave because he had another interview.
7. Our company does telemarketing. But one candidate said he didn’t like talking on the
phone!
8. A candidate came in wearing earphones. She said she could listen to me and to the
music at the same time.
9. We interviewed someone who forgot the name of our company half way through the
interview. We weren’t impressed.
10. Our company has a casual dress policy. But one candidate took this too far! He came
to the interview wearing shorts, flip-flops, and a T-shirt.

A. Read the article and match some of the interview mistakes with the advice.
a. Don’t wear the wrong clothes.
b. Don’t eat or drink.
c. Do your homework – learn about the company.
d. Prepare appropriate answers to questions.
e. Don’t appear tired or bored.
f. Don’t be too aware of time passing.

B. Work in groups. Decide which candidate’s behavior was

• The most embarrassing
• The most stupid
• The most offensive
• The most inappropriate.
Business know-how.
1. Work in pairs. Imagine you are interviewing someone to be the secretary of your place
of study. What questions would you ask?

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 2. Interviewers want to know about your education and past experience, what sort of
person you are, and what you can offer. Read the key questions in Business know-how.
Write your answers to the questions.
Key interview questions
• What are / were your best / worst subjects at school?
• Have you had any experience of this type of job?
• What skills and qualities do you have?
• What are some of your strengths and weaknesses?
• Tell me about an achievement in your last job or at school.
• Why are you interested in this company?
• What experience have you had of working in a team or a group?
Soft skills
1. Do the soft skills quiz.

What are soft skills?

Employers aren’t only interested in qualifications and work experience when they
interview job candidates. They are also interested in soft skills. You may still be in
college or have only recently left – but you already have some soft skills. But what are
they? Well, they are things like organizing, planning, using the computer, getting on
with people, and coming up with ideas.
What are your soft skills? Do our simple quiz and find out!
Give yourself a score from 0 to 3 for each of the skills.
0 poor
1 OK
2 good
3 excellent

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Verbal communication skills Computer skills
Do people listen to you? Do you do most of your research on the
Are you a good listener? Internet? Do you use your computer for
Examples: speaking one-to-one and in more than writing?
groups, using the telephone, explaining Examples: word-processing, internet skills,
things, listening to people, etc. spreadsheets, databases, etc.
My score My score
Written communication skills Creativity
do you send a lot of emails? Do you enjoy painting and drawing? Do you
Do you enjoy writing? think of better endings to books and films?
Examples: printed and online work, writing Examples: writing stories, doing art,
emails and letters, college essays, stories, thinking of new ways to do things, etc.
and scripts, etc. My score
My score Leadership skills
Teamwork skills Do you like taking decisions? Do you enjoy
Do you like working with other people? taking responsibility?
Examples: working in a team, team sports, Examples: helping people to achieve a task,
acting in plays, etc. captaining a sports team, directing a play,
My score etc.
Practical and mechanical skills My score
Are you good at fixing things? Do you like Learning skills
using tools? Are you making good progress in your
Examples: using your hands, repairing studies? Do you like studying new things?
things, cooking, making things, etc. Examples: learning new things quickly,
My score wanting to learn more skills, learning to play
Problem-solving skills an instrument, etc.
Do you do Sudoku? Do you enjoy solving My score
difficult problem? Time management skills
Examples: coming up with good ideas, Do you keep up with all your work?
planning and organizing, etc. Examples: keeping to a schedule, meeting
My score deadlines, giving in your homework on time.
My score
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 Your soft skills rating 6-15 Not bad. You have enough soft skills

24-30 Amazing! Why aren’t you running to get an employer interested, but try to

your own successful business already? develop more.

16-23 Very good! You will impress any 0-5 Oh dear! Perhaps you should

interviewer with these skills. Keep on concentrate on getting qualifications!

adding to your skills base.

2. Discuss your answers with a partner. How can you improve some of your soft skills?

Interview techniques
1. Read the article and match the questions with the advice.

The Interview Doctor

Dr Helen Anderson
Interviews can be difficult, stressful, and unpleasant. However, if you are prepared, you
can turn even the most difficult questions to your advantage. So here is my advice for
answering five of the trickiest interview questions.
1. Tell me about yourself.
2. Where do you see yourself in five years’ time?
3. How do you cope with working under pressure?
4. What are your weaknesses?
5. Why should I employ you?

Dr Helen says…

a. This is a difficult question. In the interview you are already under pressure
and the interviewer can see how you are coping! However, it’s always a good
idea to say that you quite like pressure and stress, that it makes work more
exciting and interesting, etc. Also think of things that you do to help you
relax.

b. This is your opportunity to talk about your strengths and positive qualities.
Say why you are good for the job. Mention any good work you have done in
the past or any positive feedback you have received. Talk about your skills.

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 c. Don’t give too many examples of these! However, either mention a weakness
that the interviewer could think is a strength (I can sometimes get too involved
in my work and forget to go home) or think of a strength that you have that
cancels it (I sometimes don’t concentrate in meetings…but it’s because I’m
thinking of new ideas).

d. This is a terrible question. The interviewer wants to know about you – but he /
she doesn’t want to know what you had for breakfast or what you’re doing
that evening. Try to keep your answer to talking about your career, relevant
experience, and qualifications.

e. This is your opportunity to talk about your ambitions that relate to this
particular job interview. The interviewer wants to know the company will
benefit from employing you. Don’t suggest that you want to take your
manager’s job. That could be a big mistake!
2. How would you answer these questions? Discuss your ideas with a partner.
3. Look at the job advertisement. What qualities do you need for the job?

Assistant at trade fair

The successful applicants must:
• Deal with the public
• Speak English
• Work in a team
• Be prepared to work long hours

4. Work in groups. Imagine that you are attending a job interview for the trade fair assistant
job. Take it in turns to be the interviewer and interviewee.

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Writing
Replies and quotations
Satex S.p.A.
Via di Pietra Papa, 00146 Roma
Telefono: Roma 769910
Telefax: (06) 6815473
Mr. L. Crane, Chief Buyer
F. Lynch & Co. Ltd.
Nesson House, Newell Street
Birmingham B3 3EL
United Kingdom
19 May 2014

Dear Mr. Crane,

We are pleased to receive your enquiry, and to hear that you liked our range of sweaters.
There would certainly be no trouble in supplying you from our wide selection of garments which
we make for all age groups.

We can offer you the quantity discount you asked for which would be 5% off net prices for
orders over £2,000, but the usual allowance for a trade discount in Italy is 15%, and we always
deal on payment by sight draft, cash against documents. However, we would be prepared to
review this once we have established a firm trading association with you.

Enclosed you will find our summer catalogue and price-list quoting prices c.i.f. London.

We are sure you will find a ready sale for your products in England as have other retailers
throughout Europe and America, and we do hope we can reach an agreement on the terms
quoted.

Thank you for your interest! We look forward to hearing from you soon.
Yours sincerely,
D. Causio
D. Causio
Encl.

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Dilemma
The Bellagio interview
Brief
You are members of the HR team that is responsible for the recruitment drive at the Bellagio.
You have been asked to design the list of questions for the behavioral interview that will be used
by all the hiring managers. This interview will last a maximum of 30 minutes and will contain
six questions designed to evaluate the behavior of the candidates. After each question, the hiring
manager will enter an evaluation of the quality of the candidate’s response directly into a
computer. The HR team have agreed that the questions should focus on as many of the following
areas as possible:
1. Conflict - will he/she get on with other people?
2. Authority - will he/she respect authority?
3. Ambition - is he/she interested in career development?
4. Networking - is he/she able to develop and maintain contacts?
5. Sociability - will he/she mix easily with other people?
6. Appearance - is this important to the candidate?
7. Stress - can he/she operate under stress?
8. Resourcefulness - can he/she handle unexpected situations?
Task
Work in groups. Prepare the list of questions that you will give to the HR managers. Decide the
order in which the questions will be asked and prepare an evaluation grid for the managers to
enter their marks out of five (5 = excellent).

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