Interviewing Beyond the Resume

Krisen Ramkissoon
2 days ago
2 min read

“How to Identify Talent That Actually Elevates Your Operation”

The resume tells you what someone has done. The interview tells you who they are going to be.

In hospitality and people-driven operations, skill matters — but mindset, consistency, and guest-experience instincts matter more. Too many leaders hire for capability and fire for character.

It’s time to flip the equation: hire for both.

1. The Resume Is Not the Story — It’s the Index

Most resumes are structured for scanning, not storytelling. Experience is important, but it rarely reveals:

Attitude under pressure
Empathy and presence
Communication style
Self-awareness
Motivation
Accountability

Your interview process should uncover what the resume hides.

2. Behavior Over Buzzwords

Nearly every candidate says they’re "team-oriented," "motivated," or "good with people."

Great interviewers ask for evidence.

Instead of asking, “Are you good with guests?” ask: “Tell me about a moment when a guest was upset. What did you notice about their emotions?”

Instead of asking, “Do you work well under pressure?” ask: "Describe the last time you were overwhelmed at work. How did you respond?”

Behavior reveals truth. Buzzwords reveal nothing.

3. Culture Fit vs. Culture Add

Culture fit is what leaders used to look for. Culture add is where teams thrive.

Ask yourself:

Will this person elevate the team?
Will they raise the standard?
Do they embody the experience we want guests to feel?

Hire people who add something meaningful — not people who simply blend in.

4. Consistency Is the Ultimate Predictor

People can fake confidence. They cannot fake consistency.

Pay attention to:

Communication speed
Professional tone
Preparedness
Respect and follow-through
Awareness of detail

If they’re inconsistent now, the job won’t fix it.

Closing Reflection

The interview is where talent becomes visible. When leaders move past resumes and into real conversations, they uncover the traits that build strong, reliable teams.

Better interviews lead to better hires — and better operations.

BTGHR’s belief: Hire for mindset. Train for skill. Protect your culture.