Online Recruitment for Customer Service Manager Position at International Hotel Group

Running head: RECRUITMENT OF CUSTOMER SERVICE MANAGER 1
ONLINE RECRUITMENT
Student’s Name
Course
University
Date

Running head: RECRUITMENT OF CUSTOMER SERVICE MANAGER 2
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

Running head: RECRUITMENT OF CUSTOMER SERVICE MANAGER 3
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.

Running head: RECRUITMENT OF CUSTOMER SERVICE MANAGER 4
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