Recruitment For Customer Service Manager At International Hotel Group

Job Description and Requirements

Discuss about the Gender Bias in Recruitment and Selection.

The international hotel group is owned and financed by a large consortium of international business experts and several large investment companies and it has capabilities for expansion due to its strong Financial position. Its Head office is in Melbourne Australia. Being a recruitment manager, I was informed that the hotel required a customer service provider because the current manager was retiring in three months’ time. As a formality I met with the senior Human Resource Manager   to seek consent regarding the following :  his approval to fill the position, the deadline for the whole recruitment process, appointment requirements, job description for the position and the workforce strategy to be used during the recruitment process, the advertising channels for the position, coming up with the selection panel which shall also have to develop the interview questions for the position, to ensure that the interview questions are within the required context. After all the clarifications from the manager he gave me an approval to advertise the position and I decided use an online advertising system and my advertisement is as shown below

The international hotel group which is located at Melbourne in Australia needs a customer service manager. The job description for the position is that for the customer service manager who shall be affiliated to the front-line management department (Coller, X., Cordero, G. and Echavarren, J.M., 2018). The department’s major function is to enforce the organization’s strategic directions through provision of a professional, transparent client centred service and as a customer service manager, he or she should be in a position to link the organization with the stake holders through the development of a good relationship and good quality assurance with all the customers (Islam, T., 2018). The person interested should have the following skills: good communication skills, ability to build relationship, good co-ordination skills, conflict resolution skills, good negotiation skills to manage sensitive staff related issues, stress management ability and team leadership (Coller, X., Cordero, G. and Echavarren, J.M., 2018). In addition, the person should have experience in supervision of activities, performance management and auditing, working with staff from a diverse cultural background. The following characteristics are expected of the individual: good dressing code, proper grooming, good etiquette, proper time management, integrity, respect for others, responsible person and should be accountable for everything that happens within his department (Jeske, D. and Shultz, K.S., 2016).  The applicant should have a bachelors degree in business management and a 5 years experience in management in a service related industry. This job will require a person to travel to various countries in order to create a good relationship with other business partners so as to determine the investment opportunities in different countries so as to increase the global network of the hotel. The interested applicants should send their application via our hotel email, [email protected] The application deadline is one month from the day of the advertisement and the reviews will be done on the order of applications reception (Lepistö, L. and Ihantola, E.M., 2018). The same information was also shared with 15local radio stations and published in the peoples times newspaper and further I posted the same in Facebook.

Activity	People involved Save Time On Research and Writing Hire a Pro to Write You a 100% Plagiarism-Free Paper. Get My Paper	Date
Getting approval for the induction process	Senior human resource manager Recruitment manager	12th August 2017
Screening of the candidates applications	Senior human resource manager Recruitment manager	15th August 2017
Interviewing the candidates	Current customer service manger Senior human resource manager	18th August 2017
Conducting selection tests	Senior human resource manager Recruitment manager	20th August 2017
Job offer	Senior human resource manager Recruitment manager	22nd August 2017
Orientation	Senior human resource manager Recruitment manager	24th August 2017

Advertising Channels and Selection Panel

The interview questions for the job application was prepared by the recruitment manager which were:

Briefly tell about your work history

Please outline in a minute your education and area of training

Describe your personality in a sentence

What is your source of motivation, please tell us in a minute

Which is the best selection criteria to be used when recruiting new employees, please state in two sentences.

From the application received the following candidates were shortlisted for the position of a customer service manager:

Shortlisting matrix
Date:	Position number:
Branch/section:	Position title: customer service manager
Selection criteria
A. Degree /diploma in Hospitality management	D. computer literate
B. more than 5 years experience in similar role	E. proven skills in communication and leadership
C. Experience in managing teams	F. proven ability to meet deadlines
Applicant name	Score for each selection criteria					Overall assessment
	A	B	C	D	E	F
Tom Jones	Has a diploma in hospitality management	Has 6 years of experience	Managing a team of 3 people only for the last 6 months	Basic IT skills	Good communication skills	Not covered in the resume	20
David Cohen	Has degree in hospitality management	8 years of experience	Managed team of 20 staff	Completed various IT work shops and familiar with hospitality software	Strong communication skills	Timely handling of several project	21
Lisa Lee	Business degree with 2 hospitality subjects	10 years of experience	Managed a team of 15 staff	Strong IT skills with 10 years experience	High level of communication skills	Completed more than 50 projects successfully	15
James Cain	Over seas qualification in hospitality management	5 years of experience	Supervises 2 staff	Basic IT skills	Good communication skills	Limited information	15
Alfio Musu	Diploma in hospitality management	6 years of experience	Managed a team of 5 people	Experience in using word, power point and internet	Good communication skills	Not covered in the resume	15
Robert Smith	Commercial cookery qualification	5.5 years of experience	Managed a team of 5 people	Completed training in hotel management software	Good communication skills	Very limited information	14
Scale	Description
Highly suitable	Selection criteria assessed as highly suitable	Tom Jones	David Cohen
Suitable	Selection criteria selected as suitable	Lisa Lee	James Cain	Alfio Musu
unsuitable	Selection criteria assessed as unsuitable	Robert Smith
Shortlisted candidates for interview	Tom Jones	David cohen

The interview for the shortlisted candidates was to occur on 18^th August in the morning and in the Afternoon and was to be conducted by the senior human resource manager and the recruitment manager. I emailed the shortlisted candidates via there respective emails which they had provided in their resume and told them that the interview was to be on 18^th of August at 9:00am for Tom Jones and 12:00pm for David Cohen at the senior human resource manager’s office.

As a recruitment manager I had to prepare a recruitment report which would enable the senior manager appoint the selected candidate which is as shown below

Date	19th August
Position number	001
Branch/section	Management
Advertising media	Online advertisement
Selection process	Application, selection tests, preliminary interview, skills test, job offer
Candidates interviewed and findings	Thomas Jones and David Cohen and it was found that Thomas Cohen was sharp in answering the questions while Cohen took time hence his intelligence made him pass
Selection panel recommendation	Thomas was brave
Panel approval	He was also charismatic

The senior human resource manager emailed David Cohen his results and promised to consider him for any arising position via the email. He told him that he was not selected because Thomas exercised leadership abilities during the interview more than he did hence he had to be considered.

The recruitment manager had to write a letter to Thomas informing him of his appointment as the new customer service manager. The letter is as shown below

I am very happy to inform you that you have successfully been appointment for the customer service manager position at the international hotel group. You are required to show up on 20^th August 2017 for orientation. You shall be awarded a basic salary of $10000 per month plus other benefits such as the house allowance, transport allowance and medical cover. I am glad to inform you that you shall also access various leaves such as; sick leave in case of your illness or your family, you shall also be allowed paternity leave incase your wife gives birth. In case of termination of your services with us you have to give 3 months notice with a genuine reason for termination.   Welcome and we expect maximum co-operation from your side.

I wrote an email to all the staff and informed them of appointment of the new customer service manager and told them to be ready to co-operate with the new manager for the achievement of objectives in the organization.

References

Coller, X., Cordero, G. and Echavarren, J.M., 2018. Recruitment and Selection. In Political Power in Spain (pp. 83-102). Palgrave Macmillan, Cham.

Heilman, M.E., Manzi, F. and Braun, S., 2015. Presumed incompetent: Perceived lack of fit and gender bias in recruitment and selection. Handbook of gendered careers in management: Getting in, getting on, getting out, 90.

Hill, N., 2018. Recruitment and Selection.

Islam, T., 2018. Recruitment And Selection Processof Janata Bank Ltd (Doctoral dissertation, Daffodil International University).

Shailashree, V.T. and Shenoy, S., 2016. Study to Identify the Relationship between Recruitment, Selection Towards Employee Engagement.

Kurtz, J. and William, A., 2017. INFLUENTIAL ROLE OF EMPLOYEE PERCEPTION OF RECRUITMENT AND SELECTION ON PERFORMANCE. AUSTRALIAN JOURNAL OF ECONOMICS AND MANAGEMENT SCIENCES, 7(5).

Timming, A.R., 2015. Visible tattoos in the service sector: a new challenge to recruitment and selection. Work, Employment and Society, 29(1), pp.60-78.

Jeske, D. and Shultz, K.S., 2016. Using social media content for screening in recruitment and selection: pros and cons. Work, employment and society, 30(3), pp.535-546.

Bruck, H., 2014. Recruitment and Selection process. GRIN Verlag.

Lepistö, L. and Ihantola, E.M., 2018. Understanding the recruitment and selection processes of management accountants: An explorative study. Qualitative Research in Accounting & Management, 15(1), pp.104-123.

Strawderman, L., Sullivan, R.W. and Mohammadi-Aragh, M.J., 2018, June. Board 142: Recruitment, Mentoring, and Retention through the Aerospace and Industrial Engineering (ASPIRE) Scholarship Program. In 2018 ASEE Annual Conference & Exposition.

 Small, E.E., Doll, J.L., Bergman, S.M. and Heggestad, E.D., 2018 Brown & Smith Communication Solutions: A Staffing System Simulation. Management Teaching Review, 3(1), pp.37-45.