However, in order to impress them in the interview, you need to be prepared. It is essential to arm yourself with the skills and tactics necessary to sell yourself and not sell yourself short. In order to do this, you must be ready to present your "best you", and that begins with doing your homework. Of course you know your industry, but how well do you know it in relation to the job you want? Should you be thinking locally, regionally, or nationally? Is the company more interested in customer satisfaction or in the bottom line? To answer these questions you need to hit the books.

You should always keep up with the current trends in the Restaurant and Hospitality Industry. Trade magazines like Nation's Restaurant News, are a great resource for looking at how companies are doing in the industry and how they compare to others. Look for articles that relate to the companies you are interviewing with. There are also several books available in local libraries, which can help you research the company's history. You might also consider the Internet as a great source of information. Most companies have their own web sites and often have a mission statement or a set of goals available. Remember: The more you know about the company, the better your chances of getting the position.

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Know yourself.
Know your strengths and weaknesses.

After all, if you don't know what you're selling in the interview, you can be certain that the interviewer doesn't know.

"What do you have to offer?"
Consider what you have to offer the company in these specific areas:

• Building Sales
• Guest Service
• Management
• Administration
• Profit
• Motivation
• Morale

Keep in mind the contributions you have made in these areas at your other jobs and what you are willing and able to do for this company. Plan on being able to demonstrate how you will fit the organization's needs. You need to be proud and confident of your past accomplishments and be able to relate them to the interviewer without being boastful or self-deprecating.

Skills
Skills that are essential for the Hospitality Industry are:
• People Skills
• Communications
• The Ability to Motivate and Lead People
• P&L Knowledge
• Food and Labor Cost Management
• Guest Service

Computer skills, although not essential, are always a plus. If your computer skills are lacking, consider a short course at a local college or library.


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• Never include your reference list with your resume, unless it is specifically asked for
• Try to have a minimum of four references, the more the better. You need to have a minimum of 2 bosses and 2 peers
• References can be a boss, client, co-worker, or supplier
• The majority of your references should have direct knowledge of your work performance
• Let your references know that they are on the list
• Give a copy of your resume to your references, which may be used as a guide
• Make sure that your document is up to date with telephone numbers and e-mail addresses
• When you are hired, make sure to send a thank you to your references

Damage Control
If you anticipate a bad reference from a former employer, try to nip it in the bud. Tell the interviewer that you had a problem with this particular boss, but refuse to elaborate and instead concentrate on aspects of that job which you did well. Also, try getting in touch with your former employer and make amends. Let your former supervisor know that you are pursuing a new job and would appreciate a fair reference in spite of the differences the two of you had.

If you were fired from a job, try to minimize the damage by writing a reference statement. The statement should be about one page long, outlining your job performance with positive statements. Ask your former boss to read and accept this statement, revising it if necessary. Try to get at least two positive references from other employees within that company to counteract the damage.

Most importantly, do not dwell on a negative reference. Concentrate on those good references and be confidant that the truth about your performance as an employee will become known.

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A good resume cannot get you a job but a bad resume can prevent you from getting the interview and without the interview, there's no chance of getting the job. Since your resume is your primary marketing tool for finding a better career opportunity, extra time spent on its preparation is a good investment. All resumes should be accurate and truthful and should highlight your strengths and accomplishments.

The best way to explain the "rules" of resume writing is to explain what you should always do and what you should never do.

Always
• Always print your resume on standard size white bond paper
• Always include your significant accomplishments at each of your jobs
• Always state the truth
• Always use short paragraphs
• Always keep it simple, preferably one page in length
• Always proof read your resume and have others proofread it, too
• Always use a plain font so it is easy to read
• Always use plain English. Stay away from multi-syllable words when a one or two syllable word is clearer
• Always use bullet statements when appropriate. It is more readable and tends to stand out more
• Always re-read your resume before every interview - chances are the interviewer did
• Avoid the first person pronoun ( ie. I, me...)
• Save the details for the interview

Never
• Never list references on a resume
• Never include your height, weight, or remarks about your personal appearance
• Never use exact dates; months and years are sufficient
• Never have extraneous pen or pencil marks or correction fluid on your resume
• Never lie
• Never provide salary information on the resume. Save it for the interview
• Never list your high school or grammar school if you are a college graduate
• Never include your present employer's telephone number
• Never state 'References Available on Request'. It is assumed that you will have them
• Never give a reason for termination or leaving a job on your resume. You are better off explaining it in person

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If you really want this job: show it! Let your enthusiasm and motivation show through in your demeanor and attitude. Remember that positions in customer service rely more on communication skills than on technical skills.

PREPARATION
Before the day of the interview, make sure you know how to get to the interview location. Make sure you have a telephone number to the interview location, just in case something happens. Check your route at the time of day you will be driving it so you know how long it takes in traffic. Check your clothes for tears or stains and take them to a dry cleaner if necessary. Make sure your brief case is clean and tidy, and carry only the necessities inside. Also, make sure you get plenty of sleep the night before the interview and wake up a little early to give yourself extra time. Also, don't forget to bring an umbrella-just in case. Be there 15 minutes early.

In your briefcase, carry...
• Several extra resumes and a list of references
• An industry magazine or company literature
• Paper and pen
• Business cards
• Breath mints

Hints to Remember.....
• Be polite to the office staff, their impression of you may be important
• Be willing to make small talk if they initiate it
• Don't smoke prior to the interview
• Use good posture
• Do not chew gum
• Shake hands firmly

DRESS
For good or for bad, your appearance makes a strong statement about the kind of person you are and where you are going. In the job interview your dress conveys success, trustworthiness, intelligence and suitability. Therefore, it is extremely important to dress well for your audience. Remember that as soon as you walk in the building you are in the spotlight and how you look and act is a critical part of the audition.

For starters don't neglect to:
• Bathe, shave and style hair neatly - avoid a lot of hairspray
• Have beards and mustaches neatly trimmed
• Have nails trimmed and free of bright polish
• Go light on perfumes and aftershave
• Carry breath mints - especially if you smoke or drink coffee
• Avoid flashy or excessive jewelry
• Avoid heavy makeup
• Make sure shoes are polished and heels less than 2 inches
• Make sure you clean your glasses

It is important to choose your outfit carefully, leaning toward the conservative when in doubt. Try to buy wool or wool blend fabrics, avoid loud colors and prints and be sure that the outfit is cleaned and pressed. It also never hurts to carry a spare shirt, tie or pair of pantyhose just in case.

CLOTHING TIPS - MEN
• Conservative suit, navy blue or medium to dark gray, but always be clear on what the company thinks is appropriate
• Long sleeved shirt, button down collar, blue or white
• Silk tie matching or complimenting in color or style
• Black dress shoes and over the calf dress socks
• Don't have a pack of cigarettes in your shirt pocket

CLOTHING TIPS- WOMEN
• Skirted suit or pants suit- gray, navy or tan
• Silk blouse- light and solid in color
• Mid heeled pumps- black, gray or navy
• Non textured, natural colored hosiery

VOICE AND BODY LANGUAGE
Your voice, enunciation and mannerisms are all waiting to betray you. If you want to succeed in the interview you must present a polished image and that includes the unconscious, as well as conscious, details:

Voice
• Attempt to speak in a low tone - it makes you appear calm and self-assured
• Control the pace of your speech, not to slow or fast
• Try to achieve a good volume - not too soft
• Tone: try to sound confident and knowledgeable
• Practice good, clear enunciation
• Keep the "creepers" out - y'know, like, really, uh, um, err ..
• When not talking, close your mouth

Body Language - Do These
• Make frequent eye contact
• Smile
• Take notes
• Smile
• Nod frequently
• Smile
• Keep your hands out of your pocket

Body Language - Don't Do These
• Slouch
• Cross your arms or feet
• Play with your hair
• Tap your feet
• Clear your throat repeatedly
• Bite your lips or nails

SELL YOURSELF
In the interview, be prepared to tell the interviewer why you are the perfect candidate for the job. Be prepared to back these statements up with facts and instances from past performance. Show confidence in your self and your abilities, but if there is something about which you are unsure, say so. Express your uncertainty but focus on your willingness to learn and uncover the answer. Be able to project the image that the company is looking for by being professional, honest and sincere. Be sure to take notice of your surroundings so that you may make relevant small talk with the receptionist or interviewer.

Remember- the interviewer is interested in three things.

Can you perform the job?

Do you fit the company?

Are you a reliable, motivated employee?

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Being prepared for a telephone interview takes organization. You never know when a company is going to call once you start your career search. Usually the call comes at the worst of times, when you are walking out the door to go to work, or at 8 o'clock in the morning when you are sleeping late. You can avoid being caught completely off-guard by keeping your resume and company dossiers by the telephone.

The most obvious point to remember is: During the Interview, the company has only ears with which to judge you, and that is something you must overcome.

Telephone Interview Tips
Take a surprise call in stride. Be calm and ask the interviewer if he or she could wait a moment while you close the door. Take three deep breaths to slow your heart down, pull out all the appropriate information and your resume, put a smile on your face, and pick up the phone again. Now you are in control of yourself and the situation.

You should always refer to the interviewer by his or her surname until invited to do otherwise.

Allow the interviewer to do most of the talking - to ask most (but not all) of the questions. Keep up your end of the conversation - this is, after all, a sales presentation. Be factual in your answers. Brief yet thorough. Beware of giving yes/no answers. They give no real information about your abilities.

Take notes. They will be invaluable to you in preparing for the face-to-face meeting. If, for any reason, the interviewer is interrupted, jot down the topic under discussion. When he or she gets back on the line, you can helpfully recap: We were just discussing . . . It will be appreciated and will set you apart from others.

A little flattery goes a long way. Admiring the company's achievements is, in fact, admiring the interviewer. Likewise, if any areas of common interest arises, comment on them, and agree with the interviewer when possible. People hire people like themselves.

Remember that your single objective at this point is to sell yourself and your skills. If you don't do that, you may never get the face-to-face interview.

Take The Initiative
The telephone interview has come to an end and you are asked whether you have any questions. Ask any questions that will improve your understanding of the position's requirements. By discovering them now, you will have time before the face-to-face interview to get prepared.

If you have not already asked or been invited to meet the interviewer, now is the time. Take the initiative. "It sounds like a very interesting opportunity, Mr. Jones, and a situation where I could definitely make a contribution. The most pressing question I have now is, when can we get together?"

Once the details are confirmed, finish with this request: "If I need any additional information before the interview, I would like to feel free to get back to you." The interviewer will naturally agree or give a contact you can call to answer any further questions prior to the face-to-face interview. Don't take advantage of it. One well-placed phone call that contains two or three considered questions will be appreciated; four or five phone calls will not.

Things To Remember
• Always smile during a telephone interview - it improves the timbre of you voice
• Treat a phone interview like you would a face-to-face interview
• Speak directly into the telephone
• Do not smoke, chew gum or eat during a phone interview
• Be sure your answering machine message is appropriate and professional
• Ask your roommates, family, or anyone else who may answer your phone, to answer courteously, in case a potential employer is calling
• If you aren't feeling well, ask the interviewer to schedule a time when you can call back
• Answer all calls in a friendly and energetic manner
• Be friendly, yet professional
• Be courteous to the employer's staff
• Be factual in your answers. Brief yet thorough

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Focus on your accomplishments and skills which relate to the position.

When asked about your salary expectations, express your needs in a range which gives you room to negotiate.

Who was the best and worst supervisor you have worked for and why?
DO put it in the context of work.
DO stress the positives of the relationship.
DO stress that you learned something from every boss.
DON'T bad-mouth your prior bosses.
DON'T bad-mouth your prior company.

More common Interview Questions
If I were to call your former supervisor, what would he or she be likely to say about your performance?

Why did you leave your last job?

Describe a typical day on your last job.

What was the biggest problem you faced on your last job and how did you solve it?

What did you like best about your last job?

What did you like least about your last job?

What is it about our company that appeals to you?

How do you feel about your career progression?

What are some of your greatest accomplishments?

Asking Your Questions
Generally, an interviewer will invite you to ask questions at some point in the interview. If you have questions at any time in the interview don't hesitate to ask them, as long as they are relevant to what the interviewer is talking about.

Don't ask questions about money, benefits or vacation time before a deal is offered. Focus questions on the position and it's duties as well as how the position fits into the department and/or company.

Samples of what to ask ...
• What are the Company's long-term plans?
• What are the key responsibilities of the position?
• What is the potential for advancement?
• Describe the corporate atmosphere / culture. (Casual dress, etc.)
• What is the next step in the interview process?
• What training will I receive and where?
• Can you describe a typical day?
• Do you know the location that I will be sent to?

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Ask the company to spell out the terms of the offer. Now is your chance to ask the questions that you couldn't ask before. Find out about the salary, bonuses, when are they paid, vacation time, benefits, relocation package (if you have to move), and all the other perks.

Some Other Key Issues to Handle
• Don't ask for less or more than market value for the position.

• When the interviewer offers a non-negotiable pay figure discuss the frequency and range of raises.

• Tell the company that you would like to think the offer over until the next day or whatever time is resonable for the position. Let them know you want to discuss the offer with your spouse, because you want to make the right long-term decision.

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You need to expect a counter-offer and prepare yourself for it. Here are the typical reasons that counter-offers occur:

• IT IS MUCH CHEAPER TO KEEP YOU THAN LOSE YOU. There is always a considerable expense when someone leaves. It is costly to train a new employee.

• MORALE SUFFERS. Your company runs the risk of others following your lead. Understaffed restaurant management teams are not happy restaurant managers.

• COUNTER-OFFERS KEEP UPPER MANAGEMENT FROM LOOKING BAD. Everyone has an ego. Your manager is being evaluated by their ability to retain staff.

WHAT REALLY GOES THROUGH A BOSS'S MIND WHEN SOMEONE QUITS?
1. This is one my best people. If I let him/her quit now, it will wreak havoc on the morale of the restaurant.
2. I'm already short one manager and I don't have another one right now.
3. This will disrupt the entire vacation schedule.
4. Maybe I can keep him/her until I find a replacement.

Here's what you'll most probably hear...
• This is really disappointing after all the things we have done for you.
• This will really affect the restaurant. How can you do this to them?
• Sometimes we just can't tell you everything that's happening. I guess now must be the right time, you just got promoted.
• Your raise was just approved.
• You're going to work for who? Then they proceed to bad-mouth the company you are going to.

YOU'LL NOTICE EVERYTHING IS CENTERED ON THEM OR BASED ON A FUTURE PROMISE.

Facts about the Counter-offer
70% of the people that take a counter-offer leave within one year. They quit for the same reasons they originally left for or they got fired.

It's always better to leave on your terms, not theirs.

Any situation in which an employee is forced to get an outside offer before their present employer will suggest a raise, promotion or better working conditions, is suspect.

Counter-offers are usually nothing more than a stall device, to give your employer time to find a replacement.

Your reasons for wanting to leave still exist. Conditions are just a bit more tolerable in the short term because of a raise, promotion or promises made to you.

Decent well-managed companies don't make counter-offers . . . EVER! Their policies are fair and equitable. They will not be subjected to COUNTER-OFFER COERCION or what one may perceive as blackmail.

Having once demonstrated your lack of loyalty (for whatever reason), you will lose your status as a team player and your place in the inner circle.

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You should remember that it took the threat of leaving to get the Company to address your concerns. A sad commentary for your Employer; the new Company is offering those things without ever having seen your work.

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