Why a reference check is worth it
In hospitality, much of what matters is hard to see in an interview: does someone turn up on time, can they keep the pace in a full breakfast service, do they stay friendly with a difficult guest and do they take responsibility when something goes wrong. A previous manager has seen that up close for months.
A reference check does not replace your own judgement. It is an extra check on what you already think you know, and sometimes the moment a doubt is confirmed or cleared.
When in the process
• At the end: ask for references once you seriously want to hire a candidate, not for every applicant. That saves time and keeps the candidate’s current employer from hearing too early.
• Before the offer or as a condition: run the check before the final offer, or make the offer clearly conditional on a positive reference.
• Finish quickly: good candidates often have several options. Schedule the calls within one or two working days so the reference check does not delay your offer.
• Depending on the role: for key roles such as chef de partie, front office lead or night reception, a check matters more than for a short temporary assignment where a trial shift already says a lot.
Who to call
• The direct manager: they saw the work day to day. A colleague or friend usually gives less useful information.
• Recent and relevant: preferably an employer from the last two to three years and a role similar to the one with you.
• Two is enough: two good conversations tell you more than four rushed ones.
• Not the current employer without agreement: only call the current employer if the candidate explicitly agrees.
Questions that get real answers
• In what role and over what period did you work with this person?
• How did they handle a busy shift or an unexpected absence in the team?
• How reliable were they with schedules, punctuality and swapping shifts?
• What were they genuinely strong at, and where did they need support?
• Would you hire this person again, and if not, why not?
Ask open questions and probe for examples. A general “great employee” says little; a concrete story about a fully booked weekend says a lot. Also notice what is not said: a short, careful answer to whether someone would be welcome back deserves a follow-up question.
Consent and privacy
• Ask for consent first: tell the candidate you want to check references and with whom, and only contact the people the candidate has provided or approved.
• Only ask what is relevant: keep it to work, behaviour and skills. Questions about health, private life or other personal matters do not belong in a reference call.
• Record carefully: note briefly and factually what you hear, keep it no longer than needed and share it only with those involved in the hiring decision.
• Check local rules: what is and is not allowed with references varies by country in Europe. Align your approach with human resources or a legal adviser if you hire in several countries.
Pitfalls
• Only looking for confirmation: if you already want to hire the candidate, you quickly hear only what fits. Ask every candidate the same questions.
• Too much weight on one negative voice: a poor relationship with one manager does not tell the whole story. Weigh it against the interview, the trial shift and the other reference.
• Doing it by email: a written reference is often general and cautious. A short phone call usually gives you more.
• Letting the offer wait: a reference check that takes a week can cost you the candidate.
• No feedback: let the candidate know when the check is done and what the next step is.
Checklist for general managers, human resources and department heads
• Do you only ask for references from candidates you seriously want to hire?
• Has the candidate given consent and do they know who you will call?
• Are you speaking to a direct manager from a recent, similar role?
• Do you use the same short set of questions for every candidate?
• Do you probe for concrete examples?
• Do you record briefly and factually and keep it no longer than needed?
• Do you finish the check within one or two working days?
When AXXAZ Hospitality helps
AXXAZ Hospitality places reliable hospitality professionals with hotels across Europe, including when you need to fill a role quickly and have no time for a long selection process. A clear staffing brief (period, hours, shifts, languages, start date) helps whether you recruit in-house or book through a partner. Get in touch if you would like a placement or a brief for an open role.
In one sentence
Ask for references only from candidates you seriously want to hire, with their consent, speak to a direct manager from a recent and similar role, ask the same open questions with concrete examples and finish within one or two working days, so the check adds to your judgement without delaying your offer.
Read more — Insights
