Marriott “hires friendly” and “trains technical”. They believe that it is better to hire people with “the spirit to serve” and train them to work than hire people who know the business and try to teach them to enjoy serving guests. Marriott hires cooks who love to cook and housekeepers who love to clean. They learned that this approach works both for delivering excellent service and for retaining their employees. 

1. Why do they use the approach of hiring cooks to cook and housekeepers to clean to achieve excellent service? 

2. What recruitment strategy would you use to hire within Marriott for these positions? 

3. What type of interview method would work best during hiring? 

4. Write three situational questions you would ask during an interview to ensure you select the right person for the cook job. 

5. How would you measure the performance (list three goals for the cooks)?