Travis Interview Guide

							                       Interview Guide for Team Member Positions
Candidate Name: _________________________                              Store/Position: _______________________

Interviewer: _____________________________                             Date: ______________________________

Prior to the Interview:
1. Review the application: Check that all sections, including employment history, are complete and that the applications is
signed.
2. Verify that the candidate is eligible to work in the US.
3. Review if the candidate has been convicted, plead guilty, or no contest to anything other than a minor traffic violation.
5. Check work availability (day, evening, weekend, holidays) and expected wages.
6. Identify any red flags or areas to follow –up on in the interview: employment gaps, job jumping, etc
7. Have the application and Predix Star report available for the interview.
Interview Format Checklist
1. Greet the candidate; introduce yourself and build rapport using neutral topics (e.g., weather, candidate trip, etc.).
2. Explain the interview process and that you will be taking notes.
3. Take good notes throughout the interview: document candidate quotes, comments, etc. on the interview guide.
4. Observe candidate’s appearance, dress, hygiene, body language, eye contact, tone of voice
5. Probe regularly if the applicant is not painting a clear picture of their skills (use the footer at the bottom of each page to help
    in probing).
6. Encourage and answer applicant’s questions.
7. Thank the candidate, explain next steps and close the interview.
8. Review your notes complete the rating form and make overall recommendation.

Work Experience/General Questions
1. Tell me about yourself. What words do others use to describe you? How accurate do you think these are?


2. Tell me about specific jobs (or leadership roles) you have held. What were your responsibilities? What did you
like/dislike about the job/role? How would your supervisor describe you?


3. Why do you want to work at Church’s? What are you looking for in this position? What factors are important
for you to work effectively? What specific goals have you established for yourself?


Look for: Similar work experience, understanding of QSR business, leadership roles, and self awareness
Guest Service
1. Describe your favorite QSR. What makes the experience enjoyable? What do you expect when dining in a quick
service restaurant?


2. What really tries your patience when dealing with customers? How do you deal with that?


3. Tell me about a time when a customer or person was upset with you. How did you handle the situation? What
was the outcome? Describe how you would handle an upset Church’s customer who received the wrong order.



Probe with: Tell me more about that...Give me an example…How so?...What were the
results?...What was the impact?...How did you feel?...What actions did you take?...
Look for: Friendly, Puts customer first, understands customer expectations, ability to resolve problems
Teamwork
1. Describe the type of teams you have worked with. Tell me how the work of the team was accomplished. What
role did you play? Tell me about any challenges with the team and how you helped to resolve the problem.


2. Give me an example of a conflict with a co worker or team member. Tell me how you handled the situation and
how it was resolved.


3. Tell me about a time when you had difficulty getting others to work together on a critical problem or project.
How did you handle it and what was the outcome?


4. Tell me about a time when you were working or assigned to a project and one of your team members did not
show up. Describe the impact on you and the team. How did you handle it?


Look for: Leadership skills, team player, goal oriented, communicates well, shares the task or assignment
Commitment/Integrity
1. Tell me about a time you made a commitment and something else came up. How did you handle the conflict?
How often does this happen to you?


2. On occasion we are confronted by dishonesty in the workplace or in school. Tell me about an occurrence and
how you handled it. What would you do if you observed a team member breaking a rule or demonstrating dishonest
behavior?


3. What do you do if you disagree with a work policy/procedure? Describe a time when you had problems with a
supervisor. Tell me what you did and what happened?


Look for: Commitment to job/task, flexibility, honesty, takes ownership, accepts direction, and communicates
openly
Work Standards/Dependability
1. Give me two examples of things you’ve done in previous jobs or school that demonstrate your willingness to
work hard. How did you accomplish the project?


2. Tell me about a time when you failed to meet a deadline or expectation. What things did you fail to do? What
were the repercussions? What did you learn?


3. Tell me how you respond to feedback from superiors. Give me an example of a situation where you received
tough feedback. How did you react?


Look for: Meets deadlines, willing to go the extra mile, responds appropriately to feedback




Probe with: Tell me more about that...Give me an example…How so?...What were the
results?...What was the impact?...How did you feel?...What actions did you take?...
 CLOSE THE INTERVIEW.
          CAN I ANSWER ANY QUESTIONS FOR YOU AT THIS POINT?
          IF QUALIFIED, TOUR RESTAURANT AND SCHEDULE REALISTIC JOB PREVIEW.
          IF NOT QUALIFIED, SAY “WE ARE INTERVIEWING SEVERAL OTHER CANDIDATES FOR THIS
           POSITION. I WILL GET BACK TO YOU WITHIN ONE WEEK”.
          THANK YOU FOR YOUR INTEREST IN CHURCH’S.



                                                    Rating Scale

           Skills Are              Skills Need              Skills Are          Skills Are         Skills Are
           Not Acceptable          Improvement              Acceptable          Above Average      Excellent
                                                                                                  _____________
           1                             2                       3                      4               5

  1. Work Experience            2. Guest Service          3. Teamwork        4. Commitment/Integrity       5. Work Standards
- Comparable work           - Understands           -Builds effective        -Listens effectively       -Dependable
experience                  importance and impact   relationships with co    -Communicates openly      -Meets deadlines
-Leadership roles and       of service              workers and supervisor   -Takes ownership          -Self motivated
experience                  -Willingness to put     -Collaboration and       -Flexible                 -Goes extra mile
-Realistic expectations     customers first         teamwork                 -Honest                   -Responds appropriately
of job requirements         - Ability to resolve    -Ability to manage                                 to feedback
-Goal oriented              customer concerns and   conflict
-Self awareness             issues

Rating =                    Rating =                Rating =                 Rating =                  Rating =



 (Combine your ratings above to make an overall evaluation, using the same 5-point scale as above).
          Overall Evaluation
          of Candidate (out of 5)

 Based on this interview, Candidate’s Strengths for this position:



 Based on this interview, Candidate’s Development Needs for this position:

 ____________________________________________________________________________________
 Other Observations:



 Recommended action (check one):___Second Interview ___Realistic Job Preview ___Don’t Hire



 Probe with: Tell me more about that...Give me an example…How so?...What were the
 results?...What was the impact?...How did you feel?...What actions did you take?...