At the Hotel International Group, HR Director Li noted that her branch hotel managers varied widely in their interviewing skills. Some were quite effective but most were not. The hotel did not have a formal interview training program. It did not even have standardized interview packages that its hotel managers around the world could use. As an experienced HR professional, Director Li knew that the hotel's new testing program
had its limits. She knew that it was important for the hotel group to have a package of interviews that the branch hotel managers could use to assess candidates for various positions. It was only in that way that the managers could hire employees with competencies and behaviors that their branch hotels needed to provide superior guest service.