Online Recruitment for Customer Service Manager Position at International Hotel Group

This article describes the recruitment process for the customer service manager position at International Hotel Group, including job requirements, selection criteria, and interview questions. The article also includes information about the selected candidate and the benefits offered, as well as instructions for applying via email.

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ONLINE RECRUITMENT
Student’s Name
Course
University
Date

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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

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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,
[e-mail]. 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.
As the recruitment manager I developed the action plan for the whole recruitment process as per
the organization’s policy requirements.

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Activity People involved 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

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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. D. computer literate

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Degree
/diploma in
Hospitality
managemen
t
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
assessm
ent
A B C D E F
Tom Jones Has a
diploma
in
hospitalit
y
Has 6
years of
experie
nce
Managi
ng a
team of
3
people
Basic IT
skills
Good
communica
tion skills
Not
covered
in the
resume
20

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managem
ent
only for
the last
6
months
David
Cohen
Has
degree in
hospitalit
y
managem
ent
8 years
of
experie
nce
Manage
d team
of 20
staff
Complete
d various
IT work
shops
and
familiar
with
hospitalit
y
software
Strong
communica
tion skills
Timely
handling
of
several
project
21
Lisa Lee Business
degree
with 2
hospitalit
y
subjects
10
years of
experie
nce
Manage
d a
team of
15 staff
Strong IT
skills
with 10
years
experienc
e
High level
of
communica
tion skills
Complet
ed more
than 50
projects
successf
ully
15
James Cain Over seas
qualificat
ion in
hospitalit
5 years
of
experie
Supervi
ses 2
staff
Basic IT
skills
Good
communica
tion skills
Limited
informati
on
15

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y
managem
ent
nce
Alfio Musu Diploma
in
hospitalit
y
managem
ent
6 years
of
experie
nce
Manage
d a
team of
5
people
Experien
ce in
using
word,
power
point and
internet
Good
communica
tion skills
Not
covered
in the
resume
15
Robert
Smith
Commerc
ial
cookery
qualificat
ion
5.5
years of
experie
nce
Manage
d a
team of
5
people
Complete
d training
in hotel
managem
ent
software
Good
communica
tion skills
Very
limited
informati
on
14
Scale Descripti
on
Highly
suitable
Selection
criteria
assessed
as highly
suitable
Tom
Jones
David
Cohen

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Suitable Selection
criteria
selected
as
suitable
Lisa
Lee
James
Cain
Alfio
Musu
unsuitable Selection
criteria
assessed
as
unsuitabl
e
Robert
Smith
Shortlisted
candidates
for
interview
Tom
Jones
David
cohen
The interview for the shortlisted candidates was to occur on 18th 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 18th of August at

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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.

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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
Recruitment Manager
P.O Box 2300
Melbourne
Australia
20th August 2017
Thomas Jones
PO BOX 1233
Melbourne
Australia
Dear Sir
RE: Appointment
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 20th
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

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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.
Yours faithfully,
Hernandez
Recruitment manager.
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.
In conclusion recruitment processes should be applied well from the start to the end to get the
best candidate.
References

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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
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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
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Bruck, H., 2014. Recruitment and Selection process. GRIN Verlag.
Lepistö, L. and Ihantola, E.M., 2018. Understanding the recruitment and selection processes of
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Running head: RECRUITMENT OF CUSTOMER SERVICE MANAGER 14
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.
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