www.talentclick.com How a Hospitality & Tourism Company Improved ‘Quality of Hire’ for their Customer Service Staff THE CHALLENGE Rocky Mountaineer is a luxury rail tour company that has won dozens of international awards. After nearly 30 years in business, they have welcomed nearly 2 million guests on board! Each spring, at the start of the tourist season, the organization ramps up their recruitment activity to hire a large volume of guest-services staff. They indicated that the psychometric assessment they were previously using was not effective in accurately predicting top performers who would excel in the important customer-facing roles. THE SOLUTION In 2012, TalentClick conducted sessions with key internal stakeholders at Rocky Mountaineer to uncover core business challeng

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