Rink

• Was the training and expectations delivered consistently to each staff member? If not, where was the breakdown? These questions are key in creating a hiring process that ensures consistency and success. And when reviewing failure situations, it's important to first internally measure if the proper steps were taken to set the staff up for success. If not, it's essential to determine a plan to avoid a reoccurrence. If the proper steps were aligned, assess if there is a better position for the staff member; and if not, it may be time to make a change. Although letting staff go is not an easy thing to do, the longer you wait, the more detrimental it can become. Once the right players are in place, the focus is placed on the customer's service needs and experience. With exceptional customer service being an essential for the ice arena industry, it's crucial to have a staff ready and willing to deliver. "When hiring, on the surface I look for candidates with a good attitude and people skills — someone who smiles at a minimum of three times within the first 10 seconds," said Jennifer Johnson, Human Resources Manager for Suburban Sports Group. "These inherent traits are almost impossible to change, while the development of people's skill sets are much more likely to, given a chance." Keys to Successful Staffing Desireable Traits: • Personable (outgoing, naturally smiles a lot) • Creative • Strong work ethic • Intelligent • Self-confident • Common sense • Previous work and/or team success Use a Multiple Step Interview Process: • Initial interview with human resources (when applicable) or the hiring manager. • Complete a reference check (depending on position). 38 R INK MAGAZ INE May/June 2007 When hiring, just use common sense. Look for great attitudes and people skills. Perfect Fit a

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