Recruitment Process for Customer Service Agent in Accor Hotels UK

This research is being conducted for the job position of the customer service in Accor Hotels UK. The aim is to conduct the recruitment process to select the best candidate for the job position. The customer service department requires a candidate who would be patient yet attentive, with clear communication skills and knowledge about the hotel business. Time management skills are also important for the role of customer service.

Running head: THE JOB APPLICATION
THE JOB APPLICATION
Name of the Student
Name of the University
Author Note

1THE JOB APPLICATION
This research is being conducted for the job position of the customer service in Accor
Hotels UK. The aim is to conduct the recruitment process to select the best candidate for the job
position. The customer service department requires a candidate who would be patient yet
attentive, with clear communication skills and knowledge about the hotel business. Time
management skills are also important for the role of customer service.
Businesses like hotels mainly hire fresher for the role for customer service as it is a huge
cost saving to the business and young graduates have very good communication skills, which is
essential for customer service (Meyers and Van Woerkom, 2014). With strong customers
handling skills, employees would be able to empathize and relate to the customers problems, by
providing assistance whenever required. Having complete idea about the hotel and its history
would make the employee knowledgeable and dealing with the customers with a smile is
mandatory (Albrecht et al., 2015). The following survey is done from the perspective of an HR
intern to conduct a recruitment procedure and identify the best candidate for the job.
In this survey a young candidate has applied for the job role of customer service in the
Accor Hotels UK. He has previously worked in a small back office job in an accounts company
for about 6 months and how he wishes to change over to this hotel and has applied for a job role.

2THE JOB APPLICATION
Resume
Name – xxxxxxx
Sex – Male
Nationality - British
Objective
To work on a challenging job profile that will provide an opportunity to hone my
knowledge and skills, resulting an insight into new aspects so that it would pave the way
of my career.
Responsibilities
Communicating with the consumers in order to understand their needs and requirements,
taking feedback from the consumers is also one of the major roles in the process of
communication.
Prepare MIS and share with team as well as maintaining team bonding.
Allocate daily order/complaint to technicians, taking status report from them by end of
day and analyze the same.
Preparation of the production report once in a month.
Up selling of online contents and promotion of business on internet search engines.
Monitor stock status. Maintain MIS on free spare replacements.
Enter and close order & complaint in Netsuite daily.
Search blogs & websites for review of various products as per requirement.
Prepare review on products as per project and share with TL.
L2 Audit/Proof reading of product review made by juniors/fresher.

3THE JOB APPLICATION
Areas of Expertise
Hands on experience in Microsoft Office’s Excel, Outlook, PowerPoint and Word.
Computer savvy (both in hardware and software), well versed in internet and good
knowledge of social media platforms.
Multi tasking. Strong ability to learn quickly and use initiative. Able and eager to learn
new concepts and challenge the existing framework.
Training fresher to get a better understanding of products and fluent communication.
I hereby declare that the information furnished above is true to the best of my
knowledge.
Date Signature

4THE JOB APPLICATION
Questions most likely to be asked to the candidate in the interview by the intern HR:
- So tell me about yourself.
- Why did you join the Accor Hotels UK?
- Do you have any prior experiences in customer service?
- Why did you leave your previous company?
- What are your biggest strengths and weaknesses?
- How do you see yourself in this company 10 years from now?
- How would you tackle an unsatisfied customer?
- What is your expectation from the Accor Hotels UK?
- What are your salary expectations?

5THE JOB APPLICATION
After conducting the interview the candidate was able to clear the rounds and was
selected as a customer service agent for the Accor Hotels UK. Despite the fact he was from a
complexly different background. What helped the candidate clear the interview was his
exceptional communications skills and his positive attitude. The candidate was very social and
charming throughout the interview and as a role of customer, service requires these features a lot.
The young candidate was able to talk to the HR in a professional way and as he was a
fresher, his demands towards to company was less. The HR on the other hand saw the
perspective of the candidate that he would be very productive and he possess the essential
qualities of a customer service agent for a management business.

6THE JOB APPLICATION
HR Practices
Human resource is an essential part of the company, the role of the HR department is
related to all the people and their issues in the company. The backbone maintains the company's
balance towards success, as the employees of the company are the reason for the day to day
operations of the business. HR practices maintain the business relations with the management
and the employees of the company (Nkomo and Hoobler, 2014). They are responsible for their
safety, well-being and maintaining a healthy work environment in order to encourage the
performance of the people. It is not only strategic in nature with it paves the way for the
company by creation of new and improved programs. By supporting the capital and operating on
the behalf of the company. Human resource department organizes the platform for all the people
associated with the company. Hiring new employees, preparing training programs, making ways
for career development etc are some of the roles of the HR department.
By understanding the proper involvement of the HR practice of the business they
business understands and undertakes initiates like achieving a target and achieving it in a legal
and correct way (Shuck and Reio, 2014). The practice creates a automatic flow of business
productivity as it maintains the profits and benefits which is returned to the business (Bolman
and Deal, 2017). By hiring new and capable employees to the organization, the HR individual
handles the recruitment procedure completely. It is also the duty of the HR department to inform
and analyse the resignation of a person who is associated with the business, the reason for
resignation or if a person is being removed from the post the issue is dealt by the HR department
(Shuck and Reio, 2014).

7THE JOB APPLICATION
REFERENCES
Albrecht, S.L., Bakker, A.B., Gruman, J.A., Macey, W.H. and Saks, A.M., 2015. Employee
engagement, human resource management practices and competitive advantage: An integrated
approach. Journal of Organizational Effectiveness: People and Performance, 2(1), pp.7-35.
Bolman, L.G. and Deal, T.E., 2017. Reframing organizations: Artistry, choice, and leadership.
John Wiley & Sons.
Meyers, M.C. and Van Woerkom, M., 2014. The influence of underlying philosophies on talent
management: Theory, implications for practice, and research agenda. Journal of World
Business, 49(2), pp.192-203.
Nkomo, S. and Hoobler, J.M., 2014. A historical perspective on diversity ideologies in the
United States: Reflections on human resource management research and practice. Human
Resource Management Review, 24(3), pp.245-257.
Shuck, B. and Reio Jr, T.G., 2014. Employee engagement and well-being: A moderation model
and implications for practice. Journal of Leadership & Organizational Studies, 21(1), pp.43-58.