Recruitment, Selection And Induction Of Staff

Approval to fill the position, clarify the time lines and requirement for appointment

Discuss about the Recruitment Selection And Induction Of Staff.

Following the retirement of the current customer service manager which is in three months’ time and the recruitment, selection and induction policy, we held a meeting with the senior human resource manager so as to seek his approval of finding the replacement of the manager about to exit. The meeting took place in his office in 12^th May 2018 at noon. Also we were to get clarification on the timelines and requirements for the appointment of the replacement. The senior HRM approved the need of early seeking of the replacement as well as set the time lines to be one month before the retirement period.

Discussed also were the proper media for the advertisement of the vacancy and the appointment of the service customer manager. Two media types were agreed on one being an internal memo to give our own employees an equal chance to apply for the position. The second media was putting it in one of the daily newspapers.

Under job description, it was agreed that the needs and priorities of the Hotel in terms of knowledge, skills and experience key. The job summary would contain no more than 700 words with high specificity so as to attract the most qualified applicants.

The selection panel is to consist two people I-the recruitment manager and the senior HRM as well as his secretary as an usher. The interview questions were mainly to focus on the applicants’ knowledge and capacity of the job position, personality, motivation and character.

Job Title: Customer Service Manager

Dept: Frontline Manager.

Reports To:CEO

Supervises:11 staffs

Approved by:Senior HRM

Date:12^th May 2018

Closing Date: 22^nd May 2018

Contact information: ……………..

The International Hotel Group situated in Melbourne, Australia is looking for a Customer Service Manager to run daily activities behind the service counter. The interested person should be a welcoming, sociable and outgoing expert who is well versant about customer services and computer skills . The individual should be in position to expand and facilitate the organization’s growth, goals and reputation while ensuring a degree of customer engagement and satisfaction is vital to your triumph in this position. Thus to say your previous experience is vital and mandatory. Our cleaning and cooking departments will report to you, so your excellent management as well as training skills are highly considered. Our working environment is dynamic and fast-paced. If you are interested and love our job description then we are more than willing to discuss this position with you in details.

Discussion on the channels of advertisement for appointment.

The applicant should provide the following about his/her previous job or experience

• Former employer(s) manager/ CEO
• Supervisor

• Provision of information to customers on how to access and use our facilities
• Training cleaning and cooking staffs on best practices in customer satisfaction and Hotel promotion.
• Managing work order system-invoice logging as well as service invoice generation.
• Dispensing instructions to customers on facility function, care as well as maintenance.
• Inspection surveys on rental equipment and report observed damages.
• Escalate sales through his/her effective training and management.

A lot of traveling and relocation to cover up for someone else or for meeting reasons.

Highly-paced and diverse environment

Working hours will be from morning 8am to 6pm

The applicant must meet the organization’s management demands. These are;

• Skills and techniques which entail excellent communicational skills both oral and written, networking and relation building, conflict resolution, proficient computing skills and policy interpretation as well as industry instrument application.
• Experience covering  areas such as supervisory, management and activity coordination
• Training and qualifications will include management experience in a service related industry.

The job responsibilities will range from day to day to developmental such as:

• Building and maintaining productive relations with the stakeholders for cooperation and smooth service delivery purposes.
• Assisting in policy development as well as implementation.
• Professional development through knowledge seeking and learning .
• Presiding over meeting coordination in relation to operational planning for services and projects.

The interview questions are broken down into three main categories. The aim of the questions is to ensure the best and most qualified candidate and equal to the task is selected.

• Tell us about yourself
• What is your biggest strength?
• What is your greatest weakness?

• What do you know about this organization?

1. How did you hear about the job and its position?
2. Why do you want this job?
3. What makes you the best choice as compared to the rest?
4. What can we anticipate from you in the next four months?
5. What can of work environment do you work best?
6. What makes you quit your current job?
7. What is the worst mistake you have ever made in your career and how did you deal with it?
8. Do you have any questions for us?

There were a total of six applicants. Two were shortlisted for interview on the basis of experience, education (training), communication skills, IT skills and lastly projects ever completed. Sores were out of a total of ten points.

1. Degree/Diploma in Hospitality Management
2. More than 5yrs of experience
3. Experience in team management
4. Computer literate
5. Proven skills in communication and leadership
6. Proven ability to meet datelines

Applicant’s Name	Score for Each Selection	Overall Assessment
A	B	C	D	E	F
Lisa Lee	8	9	7	7	7	10	45
David Cohen	6	5.5	10	5	5	3	34.5

The candidates were welcomed by the senior HRM’s secretary and directed to the venue which was the office of the senior HRM. This event occurred as scheduled on 26^th in the morning. After the event, The Recruitment Manager dismissed the Candidates and told them to wait upon the emails which will be send to each of them. The email will contain further directions as well as their merits.

Applicant’s Name	Lisa Lee
Referee’s Name	………………………………………
Relationship To Applicant	Manager
Period of time Know to Referee	Five years

Applicant’s name	Lisa Lee
Referee’s name	…………………………………
Relationship to Applicant	Supervisor
Period Know To Applicant	Five  years

Applicant’s Name	David Cohen
Referee’s Name	…………………………….
Relationship to Applicant	Manager
Period Know To the Applicant	Three years

Applicant’s Name	David Cohen
Name of Referee	…………………………………….
Relationship to Applicant	supervisors
Period Known to Applicant	Five years

The referees of both the candidates were contacted and spoke well of their former employees. Questions asked intended to find out the previous responsibilities, achievements and areas that required improvement. David’s manager however, confirmed that he needs to improve on punctuality and self-control as far as emotions are concerned.

It was anonymously agreed that indeed Lisa Lee is the victor and qualifies to be granted the position as the Customer service manager.

Date	26th May 18, 2018
Position number	one
Branch/section	Frontline
Position title	Customer service manager
Selection panel	Senior HRM and recruitment manager
Advertising media	Newspaper and internal memo
Selection process
Candidates interview and findings	Two candidates were interview. Lisa and David. Lisa was found to be more qualified for the position as per the organization’s requirements. Lisa’s academic qualifications and her referees’ positive responses gave her upper hand advantage over David.
Selection panel recommendation	Lisa is definitely the right person for this position and we hereby recommend her selection and induction as our new customer service manager.
Panel approval	By the power bestowed to senior manager, he  approves Lisa based on the finds after the interview as the new customer service manager.

1. Successful candidate

        From. [email protected]

                        To. [email protected]

Subject. Congratulations

Dear Lisa,

I hope this email finds well. We the international Hotels Group hereby write to inform you that following your application and recent interview at our premises, we have finally, legislatively picked you as our next customer service manager. Congratulations Lisa.The organization will be paying you $750 as your basic salary plus a 12% house, transport and healthy allowances.You are also entitled to an annual leave which will effective after one year of service. Our company will not pay you any amount of money upon unwarned resignation. As you celebrate your victory, please remember to avail yourself on 31^st of May 18, 2018 for your induction process and job commencement at our premises. Thanks again and we look forward to working with you as you make your promises to the organization come true .Congratulations once again.

Job description and workforce strategies.

Yours faithfully,

Senior HRM

Thanks

To unsuccessful candidates

From. [email protected]

[email protected]

Subject. Interview outcome

Dear David,

Hope you are doing fine. We the   management of the international hotels group hereby write to inform you about the outcome of the interview you recent took part at our premises. It so unfortunate that our organization could not pick you. We understand that this might come as a disappoint but we would like you to take this as any other news and move on. We also wish you the best of luck as you continue to search for a job of your dream.

Yours faithfully,

Senior HRM.

Thanks.

Email to staff

[email protected]

[email protected]

Dear staff,

As we are all aware that our current customer service manager is on his exit, we have made necessary arrangements and luckily enough we have found his replacement. Lisa Lee will be reporting on 31^st May 18, 2018 to serve this organization under your department as our new customer service manager. We hereby call upon the concerned department and the organization at large to cooperate and help our manager to be a humble time as she fits in.

Yours faithfully,

Recruitment manager.

Thanks.

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