International Hotel Group: Customer Service Manager Recruitment Report

This report details the comprehensive recruitment, selection, and induction process for a Customer Service Manager at the International Hotel Group. The process began with a meeting to approve the filling of the position, followed by discussions on advertisement channels, job descriptions, and the ...Read More

Recruitment, Selection, and Induction of Staff
Student’s name:
Academic Affiliation:
Date:

Task 1
Meeting Agenda
Approval to fill the position, clarify the time lines and requirement for appointment
Following the retirement of the current customer service manager which is in three months’ time
and the recruitment, selection and induction policy, we held a meeting with the senior human
resource manager so as to seek his approval of finding the replacement of the manager about to
exit. The meeting took place in his office in 12th May 2018 at noon1. Also we were to get
clarification on the timelines and requirements for the appointment of the replacement. The
senior HRM approved the need of early seeking of the replacement as well as set the time lines
to be one month before the retirement period.
Discussion on the channels of advertisement for appointment.
Discussed also were the proper media for the advertisement of the vacancy and the appointment
of the service customer manager2. Two media types were agreed on one being an internal memo
to give our own employees an equal chance to apply for the position. The second media was
putting it in one of the daily newspapers.
Job description and workforce strategies.
1 Bolton, S.C., Laaser, K., McGuire, D. and Duncan, A., 2018. A neglected pool of labour? Frontline service work
and hotel recruitment in Glasgow. European Management Review.
2 Jaworski, C., Ravichandran, S., Karpinski, A.C. and Singh, S., 2018. The effects of training satisfaction, employee
benefits, and incentives on part-time employees’ commitment. International Journal of Hospitality Management,
74, pp.1-12.

Under job description, it was agreed that the needs and priorities of the Hotel in terms of
knowledge, skills and experience key3. The job summary would contain no more than 700 words
with high specificity so as to attract the most qualified applicants.
Decision on the selection panel and interview questions
The selection panel is to consist two people I-the recruitment manager and the senior HRM as
well as his secretary as an usher4. The interview questions were mainly to focus on the
applicants’ knowledge and capacity of the job position, personality, motivation and character.
Part 2: Job description
Job Title: Customer Service Manager
Dept: Frontline Manager.
Reports To:CEO
Supervises:11 staffs
Approved by:Senior HRM
Date:12th May 2018
Closing Date: 22nd May 2018
Contact information: ……………..
The International Hotel Group situated in Melbourne, Australia is looking for a Customer
Service Manager to run daily activities behind the service counter. The interested person should
be a welcoming, sociable and outgoing expert who is well versant about customer services and
3 Efthymiou, L., 2018. Worker body-art in upper-market hotels: Neither accepted, nor prohibited. International
Journal of Hospitality Management, 74, pp.99-108.
4 Sobaih, A.E.E., 2018. Human resource management in hospitality firms in Egypt: Does size matter?. Tourism and
Hospitality Research, 18(1), pp.38-48.

computer skills 5. The individual should be in position to expand and facilitate the organization’s
growth, goals and reputation while ensuring a degree of customer engagement and satisfaction is
vital to your triumph in this position. Thus to say your previous experience is vital and
mandatory. Our cleaning and cooking departments will report to you, so your excellent
management as well as training skills are highly considered. Our working environment is
dynamic and fast-paced6. If you are interested and love our job description then we are more than
willing to discuss this position with you in details.
Reporting relationship
The applicant should provide the following about his/her previous job or experience
 Former employer(s) manager/ CEO
 Supervisor
Duties and essential job functions
 Provision of information to customers on how to access and use our facilities
 Training cleaning and cooking staffs on best practices in customer satisfaction and Hotel
promotion.
 Managing work order system-invoice logging as well as service invoice generation.
 Dispensing instructions to customers on facility function, care as well as maintenance.
5 Reilly, P., 2018. Building customer centricity in the hospitality sector: the role of talent management. Worldwide
Hospitality and Tourism Themes, (just-accepted), pp.00-00.
6 Harkison, T., Hemmington, N. and Hyde, K.F., 2018. Creating the luxury accommodation experience: case studies
from New Zealand. International Journal of Contemporary Hospitality Management, 30(3), pp.1724-1740.

 Inspection surveys on rental equipment and report observed damages7.
 Escalate sales through his/her effective training and management.
Working conditions
A lot of traveling and relocation to cover up for someone else or for meeting reasons.
Highly-paced and diverse environment
Working hours will be from morning 8am to 6pm
Selection Criteria
The applicant must meet the organization’s management demands. These are;
 Skills and techniques which entail excellent communicational skills both oral and
written, networking and relation building, conflict resolution, proficient computing skills
and policy interpretation as well as industry instrument application8.
 Experience covering areas such as supervisory, management and activity coordination
 Training and qualifications will include management experience in a service related
industry.
Responsibilities of the job
The job responsibilities will range from day to day to developmental such as:
7 Bratton, J. and Waton, S., 2018. Talent management, emotional labour and the role of line managers in the Scottish
hospitality industry: a roundtable discussion. Worldwide Hospitality and Tourism Themes, (just-accepted), pp.00-00.
8 Watson, A.W., Taheri, B., Glasgow, S. and O’Gorman, K.D., 2018. Branded restaurants employees’ personal
motivation, flow and commitment: The role of age, gender and length of service. International Journal of
Contemporary Hospitality Management, 30(3), pp.1845-1862.

 Building and maintaining productive relations with the stakeholders for cooperation and
smooth service delivery purposes.
 Assisting in policy development as well as implementation.
 Professional development through knowledge seeking and learning 9.
 Presiding over meeting coordination in relation to operational planning for services and
projects.
Advertisement method-Newspaper
Action plan
Task 2
Interview questions
The interview questions are broken down into three main categories10. The aim of the questions
is to ensure the best and most qualified candidate and equal to the task is selected.
Personal questions
1) Tell us about yourself
9 Huang, S., van der Veen, R. and Song, Z., 2018. The impact of coping strategies on occupational stress and
turnover intentions among hotel employees. Journal of Hospitality Marketing & Management, pp.1-20.
10 Davis, O.A., 2018. Strategies for Low Employee Turnover in the Hotel Industry (Doctoral dissertation, Walden
University).

2) What is your biggest strength?
3) What is your greatest weakness?
Company related questions
1) What do you know about this organization?
Job related questions
1. How did you hear about the job and its position?
2. Why do you want this job?
3. What makes you the best choice as compared to the rest?
4. What can we anticipate from you in the next four months?
5. What can of work environment do you work best?
6. What makes you quit your current job?
7. What is the worst mistake you have ever made in your career and how did you deal with
it?
8. Do you have any questions for us?
Shortlist of applicants
There were a total of six applicants. Two were shortlisted for interview on the basis of
experience, education (training), communication skills, IT skills and lastly projects ever
completed. Sores were out of a total of ten points.
Marking criteria
A. Degree/Diploma in Hospitality Management
B. More than 5yrs of experience
C. Experience in team management
D. Computer literate

E. Proven skills in communication and leadership
F. Proven ability to meet datelines
Applicant’s
Name
Score for Each Selection Overall Assessment
A B C D E F
Lisa Lee 8 9 7 7 7 10 45
David Cohen 6 5.5 10 5 5 3 34.5
Candidate welcoming, interviewing and dismissal
The candidates were welcomed by the senior HRM’s secretary and directed to the venue which
was the office of the senior HRM11. This event occurred as scheduled on 26th in the morning.
After the event, The Recruitment Manager dismissed the Candidates and told them to wait upon
the emails which will be send to each of them12. The email will contain further directions as well
as their merits.
11 Sheehan, M., Grant, K. and Garavan, T., 2018. Strategic talent management: a macro and micro analysis of
current issues in hospitality and tourism. Worldwide Hospitality and Tourism Themes, (just-accepted), pp.00-00.
12 Geng, Z., Li, C., Bi, K., Zheng, H. and Yang, X., 2018. Motivating service employee creativity: regulatory focus
and emotional labour. Journal of Service Theory and Practice, 28(2), pp.228-249.

Contact of Referees
Applicant’s Name Lisa Lee
Referee’s Name ………………………………………
Relationship To Applicant Manager
Period of time Know to
Referee
Five years
Applicant’s name Lisa Lee
Referee’s name …………………………………
Relationship to Applicant Supervisor
Period Know To Applicant Five years
Applicant’s Name David Cohen
Referee’s Name …………………………….
Relationship to Applicant Manager
Period Know To the Applicant Three years

Applicant’s Name David Cohen
Name of Referee …………………………………….
Relationship to Applicant supervisors
Period Known to Applicant Five years
The referees of both the candidates were contacted and spoke well of their former employees.
Questions asked intended to find out the previous responsibilities, achievements and areas that
required improvement. David’s manager however, confirmed that he needs to improve on
punctuality and self-control as far as emotions are concerned.
Final decision
It was anonymously agreed that indeed Lisa Lee is the victor and qualifies to be granted the
position as the Customer service manager.
Selection report
Date 26th May 18, 2018

Position number
one
Branch/section
Frontline
Position title Customer service manager
Selection panel Senior HRM and recruitment manager
Advertising media Newspaper and internal memo
Selection process
Candidates interview and findings Two candidates were interview. Lisa and David. Lisa was
found to be more qualified for the position as per the
organization’s requirements. Lisa’s academic qualifications
and her referees’ positive responses gave her upper hand
advantage over David.
Selection panel recommendation Lisa is definitely the right person for this position and we
hereby recommend her selection and induction as our new
customer service manager.
Panel approval By the power bestowed to senior manager, he approves Lisa
based on the finds after the interview as the new customer
service manager.
Email drafts
1. Successful candidate

From. [e-mail]
To. [e-mail]
Subject. Congratulations
Dear Lisa,
I hope this email finds well. We the international Hotels Group hereby write to inform you that
following your application and recent interview at our premises, we have finally, legislatively
picked you as our next customer service manager. Congratulations Lisa.The organization will be
paying you $750 as your basic salary plus a 12% house, transport and healthy allowances.You
are also entitled to an annual leave which will effective after one year of service. Our company
will not pay you any amount of money upon unwarned resignation. As you celebrate your
victory, please remember to avail yourself on 31st of May 18, 2018 for your induction process
and job commencement at our premises. Thanks again and we look forward to working with you
as you make your promises to the organization come true .Congratulations once again.
Yours faithfully,
Senior HRM
Thanks
To unsuccessful candidates
From. [e-mail]
[e-mail]

Subject. Interview outcome
Dear David,
Hope you are doing fine. We the management of the international hotels group hereby write to
inform you about the outcome of the interview you recent took part at our premises. It so
unfortunate that our organization could not pick you. We understand that this might come as a
disappoint but we would like you to take this as any other news and move on. We also wish you
the best of luck as you continue to search for a job of your dream.
Yours faithfully,
Senior HRM.
Thanks.
Email to staff
[e-mail]
[e-mail]
Dear staff,
As we are all aware that our current customer service manager is on his exit, we have made
necessary arrangements and luckily enough we have found his replacement. Lisa Lee will be
reporting on 31st May 18, 2018 to serve this organization under your department as our new
customer service manager. We hereby call upon the concerned department and the organization
at large to cooperate and help our manager to be a humble time as she fits in.
Yours faithfully,

Recruitment manager.
Thanks.
References
Bolton, S.C., Laaser, K., McGuire, D. and Duncan, A., 2018. A neglected pool of labour?
Frontline service work and hotel recruitment in Glasgow. European Management Review.

Bratton, J. and Waton, S., 2018. Talent management, emotional labour and the role of line
managers in the Scottish hospitality industry: a roundtable discussion. Worldwide Hospitality
and Tourism Themes, (just-accepted), pp.00-00.
Davis, O.A., 2018. Strategies for Low Employee Turnover in the Hotel Industry (Doctoral
dissertation, Walden University).
Efthymiou, L., 2018. Worker body-art in upper-market hotels: Neither accepted, nor prohibited.
International Journal of Hospitality Management, 74, pp.99-108.
Geng, Z., Li, C., Bi, K., Zheng, H. and Yang, X., 2018. Motivating service employee creativity:
regulatory focus and emotional labour. Journal of Service Theory and Practice, 28(2), pp.228-
249.
Harkison, T., Hemmington, N. and Hyde, K.F., 2018. Creating the luxury accommodation
experience: case studies from New Zealand. International Journal of Contemporary Hospitality
Management, 30(3), pp.1724-1740.
Huang, S., van der Veen, R. and Song, Z., 2018. The impact of coping strategies on occupational
stress and turnover intentions among hotel employees. Journal of Hospitality Marketing &
Management, pp.1-20.
Jaworski, C., Ravichandran, S., Karpinski, A.C. and Singh, S., 2018. The effects of training
satisfaction, employee benefits, and incentives on part-time employees’ commitment.
International Journal of Hospitality Management, 74, pp.1-12.
Reilly, P., 2018. Building customer centricity in the hospitality sector: the role of talent
management. Worldwide Hospitality and Tourism Themes, (just-accepted), pp.00-00.

Sheehan, M., Grant, K. and Garavan, T., 2018. Strategic talent management: a macro and micro
analysis of current issues in hospitality and tourism. Worldwide Hospitality and Tourism Themes,
(just-accepted), pp.00-00.
Sobaih, A.E.E., 2018. Human resource management in hospitality firms in Egypt: Does size
matter?. Tourism and Hospitality Research, 18(1), pp.38-48.
Watson, A.W., Taheri, B., Glasgow, S. and O’Gorman, K.D., 2018. Branded restaurants
employees’ personal motivation, flow and commitment: The role of age, gender and length of
service. International Journal of Contemporary Hospitality Management, 30(3), pp.1845-1862.