Advanced Diploma Hospitality: AET Hotel Staff Recruitment Report

This report examines the staff induction program within the hospitality industry, specifically focusing on the AET Hotel. It details the recruitment processes for a Customer Relationship Manager (CRM) and an Operations Executive, including overviews of their roles, salary structures, employment conditions, Key Performance Indicators (KPIs), accountability measures, and relevant internal procedures. The report highlights the importance of effective communication, background checks, and training programs in ensuring staff development and maintaining a positive work environment. The AET Hotel emphasizes competitive recruitment practices, transparency in employment conditions, and the implementation of KPIs to optimize performance and ensure customer satisfaction. The conclusion stresses the need for effective leadership strategies and clear communication in the recruitment and staffing processes to foster employee growth and organizational success.

Running head: Advanced diploma hospitality
Advanced diploma hospitality
Name of the student
University name
Author’s note

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Table of Contents
Introduction..................................................................................................................................2
Recruitment of customer relationship manager:..........................................................................2
Overview of the business.................................................................................................................2
Salary...............................................................................................................................................3
Conditions of employment..............................................................................................................3
Key Performance Indicators............................................................................................................4
Accountability..................................................................................................................................4
Relevant internal procedures...........................................................................................................5
Appointing operations executive:................................................................................................5
Briefing about the business..............................................................................................................5
Salary...............................................................................................................................................5
Employment conditions...................................................................................................................6
KPIs.................................................................................................................................................6
Accountability..................................................................................................................................6
Relevant internal procedures...........................................................................................................7
Conclusion...................................................................................................................................7

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Introduction
The current assignment focuses on the aspect of staff induction program with respect to the
context of a hospitality industry. The recruitment of the staff is an important factor based on
which the organizational prospects are governed. The staffing and recruitment forms a very
important component for any business organization. However, such recruitment activities fall
under the jurisdiction of the human resources of the company. There are a number of channels
such as print and online media which could be used for the purpose of presenting suitable
advertisements for recruitment to selective posts. The advertisements should include a number of
details which are crucial in providing the applicants with the required amount of information.
Some of the other factors which could have been highlighted over here include providing the
staff with an overview of the job role and responsibilities. For the present case study, an
Australia based establishment had been taken into consideration which is the AET hotel. The
current assignment focuses upon the recruitment of the customer relationship manager and the
operations executive manager and the procedures for ensuring a proper induction.
Recruitment of customer relationship manager:
In this respect, the AET hotel focuses upon the recruitment of the customer relationship manager.
Overview of the business
The customer relationship manager (CRM) is responsible for managing the business proceedings
of the organization with the consumers of the services. Therefore, being recruited as a CRM
means the person employed in the following post would be responsible for maintaining a positive
and healthy relationship with the customers during the service. The person would also be
responsible for ensuring that the post services relationships with the customers are effectively

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maintained. For the purpose of which the AET hotel is seeking for a person with good
communication skills along with sufficient experiences in the respective domain.
Salary
The salary for the customer relationship manager is fixed averagely on an annual basis at
AU$78,816 per year. However, the rate may vary depending upon the amount of experience
possessed by a person in the relevant field. The AET hotel aims at providing the best in industry
pay packages to the employees. Additional to the salary there are a number of other benefits
offered by the company to the employees under the salary scheme such as superannuation, casual
leave, sick leave, HRA and other charges. The gross monthly payments are subject to revision
based on the employee performance. Therefore, the company provides flexible policies with
regards to awarding of salary and extra benefits such as bonus and incentives. The company
understands the requirement of the workforce and aims at constantly adding values to its staff by
generating staff motivation.
Conditions of employment
The condition of employment governs the guidelines based upon which the recruitment and
staffing process is conducted within an organization. The employment contract may be verbal
but within a week or two of joining the employees need to provide their employer with all the
needful details. Some of the vital details which will be checked with the employer at the time of
induction are the basic details pertaining to the name, gender, educational qualifications and
religion preferences. The recording of such details helps in maintaining the authenticity of the
recruitment process. Therefore, the AET hotel believes in maintaining a proper evaluation
system, where the claims made the by the applicants are subjected to further scrutiny. Moreover,

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the AET hotel specifies that a minimum of 38 hours of office presence needs to be maintained
by the full time employees weekly and the casual staffs need to put in a minimum three hours
work per shift respectively. Moreover, the employee joining the organization is also responsible
by virtue of their duties not to indulge in any illegal and offensive act which may affect the
reputation of the company.
Key Performance Indicators
The key performance indicators (KPIs) play a governing role in ensuring a fluid and transparent
business proceeding for the organizations. Some of the KPIs within the relative domain of the
CRM include maintaining an effective help desk response with the customers. The customers
are the most important assets of a business organization. Therefore the CRM needs to maintain a
positive and healthy communication upfront with them. Secondly measuring Actions per
engagement is another important factor which governs the amount of response an employed
CRM receives on per conversion made. The AET hotel expects the CRM to be proficient
enough with relationship freshness metrics which helps the CRM keep a tab on the amount of
connectivity they are maintaining with their clients.
Accountability
A well maintained CRM helps in transpiring a business effective communication between
various departments within an organization and the customers through the products and the
services of the organization through the customer lifecycle. The customer life cycle would help
the AET hotel in meeting out the best products and services to the valued clients. The application
of the KPI by the CRM also helps in ensuring that the organization retains the most valued
customers.

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Relevant internal procedures
The AET hotel conducts a background check of the employees prior to absorbing the staffs
within the organization. The checking is conducted in order to ensure that the employees don’t
have any past criminal records. The safety of the employs is one of the pivotal concerns of the
organization. A number of internal processes are implemented by AET for ensuring that the
employees are provided with an environment of sufficient growth and development within the
organization. Some of the methods employed by the organization include conducting regular
training sessions along with the provision of performance based valued incentives.
Appointing operations executive:
Briefing about the business
The operations managers (OM) are concerned with the implementation of the financial budgets,
personnel and operations. The OM needs to ensure smooth business flow for the organization by
directly overseeing different aspects of management. The OM needs to look after the process of
budgeting which is the crucial for the business truncations. The OM also need to maintain a
positive work culture supporting maximal growth of the organization by well coordinating with
the staff along with the other hierarchy of the organization.
Salary
The AET hotel maintains the best in industry salary for its employees by providing a number of
benefits. The aim of the organization is to constantly motivate its employees by providing
performance bonus and incentives. In this context, the median annual salary of the operations

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executive of the AET hotel is $91,745. The salary is subject to industry revision depending upon
the amount of expertise possessed by the personnel over here.
Employment conditions
The employment conditions for both the CRM and the operations executive are same. The
organization ensures that the recruited personnel need to provide the organization with all the
relevant details. The details include the name, age, gender, educational and professional
qualifications of the person. Some of these factors are instrumental in determining that the
authenticity of the recruitment and the staffing process is maintained. Additionally, some of the
other policies which are highlighted by the company include the minimum working hours of 38
hours a week for the full time employees. The casual staff can however get a flexible three hours
per day per shift.
KPIs
The generation of operational data help a company to follow up the ne productive value of the
company. The OM is responsible for applying KPI based management for the optimization of
the performance. The OM is also liable to present the underlying data to the decision
makers in limited time.
Accountability
The operations executive acts a chief driving force of the organization ensuring that the
workforce, budgeting and relationship management is being effectively maintained within the
organization. The OM functions as an intermittent channel between the workforce and the
hierarchy of the organization. The OM for the AET hotel is responsible for ensuring that the

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hospitality staffs delivers the best in class services to the customers visiting the hotel. The
operations executive is also responsible for maintaining a detailed data regarding the workforce
of the organization such as attendance, productivity and delivery of the properly met services to
the customers. The employed personnel in this context are also responsible for conducting of
training sessions within the hotel premises for increasing the productivity.
Relevant internal procedures
The AET hotel follows a competitive recruitment for the employment of the best in class
industry ready professionals. It follows a standard protocol and guidelines of ‘Know your
Organization’ (KYO). The induction processes are aimed at providing sufficient knowledge to
the employed personnel regrading the company ethics and guidelines. The company also
conducts a thorough background check of the employees for the purpose of retaining the best
employees within the organization.
Conclusion
The company provides the best in class opportunities to the employees for their constant growth
and prosperity. However, for the purpose of meeting with the hospitality needs of the
organization effective leadership strategies along with strategic communication is needed.
Additionally, the condition for employment also needs to be discussed clearly with the staff. The
same helps in maintaining transparency in the recruitment and staffing process.