To streamline its selection tool, Hilton International commissioned the businesspsychology consultancy Human Factor International to introduce a web-based screening system – a so-called ‘virtual psychologist’ – running in five European languages. This online tool would not have been possible without a technological breakthrough which allows for a time limit on the intellectual-reasoning part of the test. The system was successfully implemented in 15 working days, from Christmas 2003 to 20 January 2004. Since the running of the programme, Hilton has invited applicants through presentations at the main European hotel schools and universities to apply through the website http://www.hiltonuniversity.com and complete the standard application form. Those who pass the initial sifting are then asked to fill in online ‘personality’ and ‘workplace values’ questionnaires. At this stage all candidates receive an electronic report analysing their results and providing tailored career advice. Successful candidates are then invited to complete three ability and skill tests of 15 min each before being selected to the assessment centre. At the end of the assessment centre unsuccessful candidates receive detailed e-mailed feedback outlining the reasons why they have not been chosen and inviting them to phone in if they want to have further explanations. As Christine Jones, Director of the Consultancy Human Factor International adds, ‘Even unsuccessful candidates have told us they have been pleased with the feedback they have been given, and are comfortable with it’ (p. 31).
