TITLE OF THE ASSIGNMENT.

1.please find the source file in the attachment as pdf 2.just copy and paste the related matter from google and source file

Running Head: TITLE OF THE ASSIGNMENT 1
Critical Reviews

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Table of Contents
Institutional Violence and disability.......................................................................................3
a..............................................................................................................................................3
b..............................................................................................................................................4
Sex Work and Stigma..............................................................................................................5
a..............................................................................................................................................5
b..............................................................................................................................................6
Inside / Out Prison exchange program...................................................................................7
a..............................................................................................................................................7
b..............................................................................................................................................8
References...............................................................................................................................10

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Task 2
a) Prepare interview questions
Can you tell me a little about yourself?
How did you hear about the position?
What do you know about the company?
Why do you want this job?
Why should we hire you?
What are your greatest professional strengths?
What do you consider to be your weaknesses?
What is your greatest professional achievement?
What's your management style?
Tell me about a challenge or conflict you've faced at work, and how you dealt with it.
Why are you leaving your current job?
What are you looking for in a new position?
What type of work environment do you prefer?
How do you deal with pressure or stressful situations?
What would your first 30, 60, or 90 days look like in this role?
What are your salary requirements?
Do you have any questions for us?
b) Shortlist the applicants
The last step in planning selection is to short list candidates, schedule interviews and advice
relevant people of times, dates and venues of interview. Each selection panel member should
read the applications and rate applicants according to the selection criteria to come up with the

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selection decision. These must be consistent with the advertised requirements. To assist
members of the panel to work more effectively at the shortlisting task a matrix has been developed
plotting each applicant against each criterion on a grading scale agreed by the selection
committee. Space for comments and a final applicant ranking should also be included.
Justification of the individual member’s ranking decisions will assist the committee to address
issues essential to reaching consensus (Fernandez & Pougnet, 2018).
Template 4 – Shortlisting Matrix
Shortlisting Matrix
Date: 05-10-2019 Position Number: 00538
Branch/Section: Customer service Position Title: Customer Service Manager
Selection criteria
A. Degree/Diploma in Hospitality
Management
D. Computer literate
B. More than 5 years of 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 1 2 1 2 3 0 Not suitable
David Cohen 3 3 4 4 4 3 Suitable
Lisa Lee 4 5 3 5 5 5 Highly Suitable
James Cain 3 1 1 2 2 1 Not suitable
Alfio Musu 1 2 1 1 2 0 Not suitable
Robert Smith 2 1 2 3 3 0 Not suitable

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Scale Description
Highly Suitable (HS) Selection criteria assessed as highly suitable.
Suitable (S) Selection criteria assessed as suitable.
Unsuitable (NS) Selection criteria assessed as unsuitable.
Shortlisted candidates
for interview
David Cohen, Lisa Lee
c) Prepare a schedule of interviews of the shortlisted applicants
For scheduling the interview, the recruitment panel has to be informed at first. The panel
members, who are to be included throughout the hiring process and must be present in the
interview session, must be free for the session. Therefore, the panel members have to be
asked to share their work calendars. Theoretically, Tuesdays are the most productive day of
the week. And an ideal timing for an interview is always in the morning. So the panel
members have to confirm whether they are free for the upcoming Tuesday interview. The
members will be mailed with the preferred date and time of the interview and in exchange
they have to provide confirmation in support of it or against it. The members must let the
interviewer know the days they are usually busy beforehand (Fathin, Ningrum & Abas,
2019). Apart from that, they must also share their preference of time slots in accordance to
the schedule and their convenience in advance. In case there is possibility of conducting more
than one interview for hiring employee, the panel members must be notified in advance.
Thus, they can plan ahead and free up the preferred time slots. If Tuesday cannot be made
possible for this interview, other preferred days will be Thursday or Friday. The candidates
will be notified with help of email for their final interviews. The candidates must be informed
formally at least 2-3 days prior the interview. Therefore, an email will be sent to the

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successful candidates thanking them for their interest in the company. Apart from that, the
email will also contain scheduled date and time of the interview along with the venue and
who will be present in the interview room. Thus, the candidates can prepare themselves for
what is about to come. Besides, the candidates must be also asked for confirmation on their
attendance in the interview or any query (Roos et al.,2017). It is best to minimize the number
of emails we exchange with the candidates. In order to promote good candidate experiences
and to avoid answering an avalanche of clarifying questions, all necessary information must
be included in the initial email to the candidates. Another major part of scheduling an
interview is tracking the applicants. The company must invest in an applicant tracing system.
Usually this type of systems is programmed with calendar integration. Thus, it is beneficial
for scheduling and organising meetings suitable for the organisation. The company’s calendar
must be set up as integrated workable. Thus, managers can check hiring teams’ availability,
book rooms and send invitations to candidates, members of the recruitment panel and
external attendees (Madan, Fallon & Kippist, 2016).
d) Prepare an email to the successful candidate to advise them of the interview
times, dates and venues.
Subject line: Invitation to interview – Interview with The International Hotel Group for
the Customer Service manager position
Hi David Cohen, Lisa Lee
Thank you for applying to The International Hotel Group.
Your application for the customer service manager position stood out to us and we would
like to invite you for an interview at our office to get to know you a bit better.
You will meet with the recruitment and human resources department manager on coming

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Tuesday, 8th October 2019. The scheduled time of the interview is on 10 am. The interview
will last about 45 minutes and you’ll have the chance to discuss the customer service
manager position and learn more about our company. You are required to carry a hardcopy
of your CV submitted, identify proof, residential proof documents, social security details,
official documentation to support your prior experiences and accomplishments along with
necessary certification.
We would highly appreciate if you go through this official mail and get back to us with any
query and/or the confirmation of you attending the interview via email. Best wishes.
Thanking you,
Nicholas Miller
Recruitment manager
The International Hotel Group
TEMPLATE 1 – Meeting Notes
Date of Meeting: 01-10-2019
Agenda 1
Approval to fill the
position, clarify the
timelines and requirement
for appointment
The recruitment panel and the recruitment manager are the first ones to
approve the candidate to fill the customer service manager. The final
decision of approval will be taken by the EEO of the organisation.
8 weeks of total time has been approved and allotted for the entire
recruitment process starting from identification of the necessary vacant
post.
The organisation requires a customer service manager to supervise its 11
employees in the customer care department. The employees are qualified

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to fulfil their job duties in the department. Although, the manager is
needed to oversee their daily activities and to guide them for better work
performance and better customer care. The manager will be responsible
for ensuring improved customer service with better and helpful
responses to customers’ queries and complaints. This will ensure
superior customer satisfaction (Bristowe et al., 2018).
Agenda 2
Job descriptions and
workforce strategy
The job description for the customer service manager is a person with
bachelor degree in hospitality industry, effective communication and
active listening skills, essential computer software trainings, external
training of the role along with 5 – 10 years of job experience for a
similar position.
The employee will be responsible for supervising 11 customer care
employees and guiding them with efficient strategies.
Agenda 3
Decision on channels of
advertisements and
approvals
The channels of advertisements for the job vacancy post will be
government job search engines, industry-specific websites, and internal
communications, such as newsletters, intranet and emails, newspaper
advertisements, recruitment websites, recruitment agencies. The channels
will be decided beforehand by the human resource management team and the
recruitment manager. The recruitment panel will be also involved in the
decision. The final decision of channel is in the EEO’s hands. The

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recruitment channels must be approved by him.
Agenda 4
Decision on selection
panel and interview
questions
Selection panel provides varying perspectives, helps to eliminate biases,
and benefits the organisation by involving employees and experts in the
hiring decision. The panel must be formed with at least 2-3 people of
which one shall be the chairperson or convenor of the panel. A line
manager of the recruitment department must be a part of it. the final
decision of selection panel has been taken by the EEO and the senior
human resource manager.
The panel has a member who has proper knowledge and skills for
selection techniques. The member is trained with this skill. So the
interview questions must be verified by all the members of this panel
and especially the skilled member. This is to ensure that the questions
are made keeping all the legal requirements in mind and to avoid any
discriminating activity. The questions will also be approved to make
sure that it aligns with the organization’s objectives and the vacant
position’s criteria (Hsieh, Apostolopoulos & Sönmez, 2016).
Senior HRM Approval (assessor to sign): _________________ Date:
___/____/_______
Template 2 - Job Description
Job Title: Customer service manager Date: 8th October, 2019

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Reports To : CEO Dept. : Frontline management
Approved by : senior human resource manager Supervises : (number of employees)
11staff
Job Summary
A customer service manager is required to supervise 11 employees working in the
customer care department in their daily activities. The manager will also build and
maintain productive business relationships with key stakeholders to ensure cooperation and
smooth service delivery.
Reporting Relationships:
The customer service manager will report to the CEO and the senior management teams of
The International Hotel Group. The manager will also be involved in the relationship with
the customers. The post for customer service manager should entertain the customers’
complaints also.
Conditions of Employment:
$6,000 per month excluding employee benefits and insurance starting from 2nd November,
2019
Have to work for 6 days a week at minimum
Total 20 paid leaves can be approved to the employee per year excluding the national
holidays.
Sick leaves will not approved as paid leaves without proper evidence of sickness
Working in holidays and for overtime hours will be compensated by additional amount to
the monthly salary.

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Paid leaves will not be compensated in money if not taken. Leaves will be added partially
to the next year’s number of leaves and in the following year, it will be cancelled.
Employees will receive health benefit package, dental insurance, disability package.
Dress code shall be the formal dress code of the hotel industry.
Duties or Essential Job Functions:
Build and maintain productive business relationships with key stakeholders to ensure
cooperation and smooth service delivery.
Coordinate meetings in relation to operational planning for services or projects.
Develop an efficient and effective reporting process.
Implement quality assurance and continuous improvement initiatives.
Manage the day to day operations of the department.
Assist in the development & implementation of policy & guidelines in relation to the
provision of quality assurance & strategic directions (Kimmel & DiMarco, 2019).
Other Functions and Responsibilities
Continuously look for ways to enhance own knowledge and learning
Actively participate in professional development activities to ensure own knowledge and
skills are kept up to date
Contribute to the development of a positive & productive team environment
Provide on-going professional development opportunities for all staff to comply with
national standards and security legislation (Beddoes, 2015).
Selection Criteria
Skills/techniques:
Excellent oral & written communication skills with all levels of staff
Capacity to network and build relationships
Capacity to prioritise tasks, coordinate resources and manage achievement of tasks for self

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and others
Capacity to resolve conflicts and personality differences between working groups
Capacity to interpret policy & apply industrial instruments eg. Enterprise Agreements,
AWAs
Negotiation skills to manage sensitive staff related issues
Resilience & tolerance for stress
Team leadership
Proficient computing skills – Word, Excel, email, web
Qualifications and Experience : Required
Experience:
Extensive supervisory experience in a service oriented environment
Experience in managing staffing and industrial issues
Experience in the management of an audit process or performance measurement
Policy development & interpretation in a service environment
Coordination of the activities of multiple groups in a service oriented industry
Experience in working with staff from diverse cultural backgrounds
Training/qualifications (or equivalent experience):
Management experience in a service related industry
Qualifications and Experience : Preferred
Experience:
 Previous experience in designing and implementing quality assurance processes
 Experience using statistical software to support quality systems
 Experience in conducting customer satisfaction surveys and using surveying tools
Template 3 - Action Plan - Recruitment activities

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ACTIVITY PEOPLE INVOLVED BY WHEN
Identification of the need for
vacant post
Recruitment manager 1 week
Advertising for the post of
customer service manager as
identified
Marketing managers 2 weeks
Conducting interviews Recruitment manager, senior
human resource manager,
recruitment panel
1 week
Shortlisting of candidates Recruitment manager, senior
human resource manager,
recruitment panel
3 weeks
Selection of suitable
candidates and mailing offer
letter
Recruitment manager 1 week

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Template 5 - Reference Check Form:
Applicant’s Name: Lisa Lee
Referee’s Name: Grooves Hotel International
Relationship to Applicant: Employer
Period of time known to
Referee:
5 years
Suggested questions:
What were the main responsibilities of the applicant’s previous position?
Managing 15 employees in hospitality industry
What were the applicant’s main achievements whilst working for you?
Working with subordinates and guiding them for better performances while meeting
deadlines of the projects effectively
What areas for improvement did you identify in the applicant’s work?
In managing and leadership skills

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If the applicant is no longer employed in the position, confirm the reason for
termination of employment and if the referee would re-employ the applicant given
the opportunity.
The employee had submitted an official resignation letter within notice period before
quitting from the position.
The employee will be hired back if given the opportunity.
Please comment on the applicants skills in the following areas:
(Add in relevant skills from the selection criteria)
Skill:
Communicating efficiently with employees
Skill:
effective leadership skills
Skill:
Active listening skill
Are there any other comments you would like to add?
The employee is well-mannered and is able to diffuse a tense situation amongst other
employees.

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Completed
By:
CEO, Grooves Hotel International
Date: 06-10-2019
Template 6 - Selection Report
Selection Report
Date: 10-11-2019
Position
Number:
00538
Branch/Section: Frontline management
Position Title: Customer Service Manager
Selection Panel: Recruitment manager, senior HRM,
Advertising
Media:
Professional and government online job boards, social media,
recruitment agencies
Selection Process interview
Candidates
Interviewed and
findings
David Cohen, Lisa Lee
Selection Panel
Recommendation
Lisa Lee
Panel Approval CEO

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References
Beddoes, K. (2015, July). Detailing Recruitment Efforts to Interview Faculty about Gender in
Engineering. In Research in Engineering Education Symposium, Dublin, Ireland,
July (pp. 13-15).
Bristowe, K., Hodson, M., Wee, B., Almack, K., Johnson, K., Daveson, B. A., ... & Harding,
R. (2018). Recommendations to reduce inequalities for LGBT people facing advanced
illness: ACCESSCare national qualitative interview study. Palliative medicine, 32(1),
23-35.
Fathin, A., Ningrum, L., & Abas, A. J. (2019). THE INFLUENCE OF RECRUITMENT
PROCESS ON PERFORMANCE OF NEW EMPLOYEES AT 5 STAR HOTEL
JAKARTA. IKRA-ITH HUMANIORA: Jurnal Sosial dan Humaniora, 3(2), 12-17.
Fernandez, S., & Pougnet, S. (2018). Is there structure in the selection interview? Evidence
from hotels in Switzerland. Journal of human resources in hospitality &
tourism, 17(1), 80-97.
Hsieh, Y. C., Apostolopoulos, Y., & Sönmez, S. (2016). Work conditions and health and
well-being of Latina hotel housekeepers. Journal of immigrant and minority
health, 18(3), 568-581.
Kimmel, S., & DiMarco, S. R. (2019). Planning an interview: What do candidates
want?. College & research libraries news, 58(4), 249-254.

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Madan, K., Fallon, W., & Kippist, L. (2016). Culture in the hotel industry: A cross-cultural
study of recruitment practices. CAUTHE 2016: The Changing Landscape of Tourism
and Hospitality: The Impact of Emerging Markets and Emerging Destinations, 1122.
Roos, E., Bjerkeset, O., Svavarsdóttir, M. H., & Steinsbekk, A. (2017). Like a hotel, but
boring: users’ experience with short-time community-based residential
aftercare. BMC health services research, 17(1), 832.