SIT50116 Diploma HRM: ACA Travel Agency Recruitment & Roster

This assignment presents a comprehensive Human Resources Management case study centered around ACA Travel Agency, focusing on the recruitment, selection, and induction of staff, as well as ongoing performance monitoring and roster development. The scenario involves the need for an additional Store Manager and a Travel Consultant due to consistent business growth. Tasks include creating a recruitment schedule, job descriptions, advertisements, interview guides, and an induction plan. It also covers shortlisting applications, conducting interviews, checking references, and preparing employment contracts and offers. Furthermore, the assignment requires the development of a staff roster, justification for its operational effectiveness, and strategies for its maintenance and evaluation. The assessment aims to evaluate the student's understanding of HR processes and their ability to apply relevant skills and knowledge within the context of a travel agency.

T-1.8.1
Details of Assessment
Term and Year Time allowed 5 weeks
Assessment No 1 Assessment Weighting 70%
Assessment Type Case Study, Report and Role play
Due Date Week 5 Room
Details of Subject
Qualification SIT50116 Diploma of Travel and Tourism Management
Subject Name Human Resources Management
Details of Unit(s) of competency
Unit Code SITXHRM004 Recruit, select and induct staff
SITXHRM006 Monitor staff performance
SITXHRM003 Lead and manage people
Details of Student
Student Name
College Student ID
Student Declaration: I declare that the work
submitted is my own, and has not been copied
or plagiarised from any person or source.
Signature: ___________________________
Date: _______/________/_______________
Details of Assessor
Assessor’s Name Shompa Chowdhury
Assessment Outcome
Results Competent Not Yet Competent Marks
FEEDBACK TO STUDENT
Progressive feedback to students, identifying gaps in competency and comments on positive
improvements:
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
____________________________________________________________________________________
________________________________
Student Declaration: I declare that I have been
assessed in this unit, and I have been advised of my
result. I also am aware of my appeal rights and
reassessment procedure.
Signature: ____________________________
Date: ____/_____/____
Assessor Declaration: I declare that I have
conducted a fair, valid, reliable and flexible
assessment with this student, and I have provided
appropriate feedback
Student did not attend the feedback session.
Feedback provided on assessment.
Signature: ____________________________
Date: ____/_____/_____
Purpose of the Assessment
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T-1.8.1
The purpose of this assessment is to assess the student in the
following learning outcomes:
Competent
(C)
Not Yet
Competent
(NYC)
SITXHRM004 Recruit, select and induct staff
1.1. Identify recruitment needs based on monitoring of service and efficiency
levels in the organisation.
1.2. Consult colleagues about staffing needs and job descriptions.
1.3. Obtain approval for recruitment according to organisational recruitment
policies.
1.4. Use job descriptions to develop clear and concise selection criteria.
1.5. Ensure criteria incorporate customer service attitude and experience to
ensure a fit to the position.
2.1. Choose and organise selection processes taking into account job skill
requirements.
2.2. Create and disseminate advertisements for positions.
2.3. Process applications according to organisational policy.
2.4. Review applications against selection criteria and choose applicants to
progress to interview.
2.5. Inform unsuccessful applicants of decisions and provide other
recruitment information in appropriate media within reasonable timeframes.
2.6. Establish any special needs and make necessary arrangements for those
progressing.
2.7. Document and file recruitment records and decisions according to
organisational policy.
3.1. Use selection criteria as the basis for selection, ensuring merit-based
selection and adherence to equal employment opportunity principles and law.
3.2. Participate in selection processes.
3.3. Evaluate applicants for customer service attitude and experience to
ensure a fit to the position.
3.4. Select people according to their attitude, aptitude and fit to the existing
organisational culture.
3.5. Communicate selection recommendations to appropriate colleagues.
3.6. Make employment offers according to organisational procedures.
3.7. Advise new employees about employment details according to
organisational policy.
3.8. Create and maintain accurate, clear and complete records of the
selection process.
4.1. Plan content and format of induction programs to reflect organisational
objectives and policies.
4.2. Include all appropriate information in induction programs according to
organisational policy.
4.3. Liaise with operational colleagues to ensure induction programs are
implemented in a manner that minimises operational disruption.
SITXHRM006 Monitor staff performance
1.1. Consult with and inform colleagues about expected standards of
performance using appropriate communication mechanisms.
1.2. Monitor ongoing performance through regular performance appraisals
and by maintaining close contact with the workplace and colleagues.
1.3. Regularly provide colleagues with guidance and support to enhance their
work performance.
1.4. Provide recognition and rewards for achievements and outstanding
performance.
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T-1.8.1
1.5. Identify need for further coaching or training and organise according to
organisational policies.
2.1. Identify and investigate performance problems.
2.2. Use feedback and coaching to address performance problems.
2.3. Discuss and agree on possible solutions with the colleague.
2.4. Follow-up outcomes of informal counselling through review in the
workplace.
2.5. Organise and conduct a formal counselling session when needed
according to required procedures.
3.1. Implement formal performance management systems.
3.2. Conduct individual performance evaluations openly and fairly.
3.3. Complete and file performance management records.
3.4. Agree on courses of action with colleagues and follow-up in workplace.
SITXHRM003 Lead and manage people
1.1. Act as a positive role model through individual performance.
1.2. Show support for and commitment to organisational goals in day-to-day
work performance.
1.3. Interact with team members in a positive and professional manner.
2.1. Develop and clearly communicate short, medium and long-term plans
and objectives consistent with organisational goals in consultation with the
team.
2.2. Communicate expectations, roles and responsibilities of team members
to encourage them to take responsibility for own work.
2.3. Encourage teams and individuals to develop innovative approaches to
work.
2.4. Identify and reward individual and team efforts and contributions.
2.5. Model and encourage open and supportive communication within the
team.
2.6. Seek and share information from the wider business environment with
the team.
2.7. Represent team interests in the wider environment.
2.8. Seek feedback from team members and implement changes within the
bounds of organisational goals and policies.
3.1. Delegate tasks and responsibilities identify barriers to delegation and
implement processes to overcome them.
3.2. Evaluate team member skills and provide opportunities for individual
development.
3.3. Monitor team performance to ensure progress towards achievement of
goals.
3.4. Provide mentoring and coaching to support team members.
3.5. Motivate individuals and teams to achieve optimum performance.
3.6. Provide recognition and rewards for team achievements.
Assessment/evidence gathering conditions
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T-1.8.1
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student
can only achieve competence when all assessment components listed under “Purpose of the assessment”
section are recorded as competent. Your trainer will give you feedback after the completion of each
assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
 Weekly eLearning notes relevant to the tasks/questions
 All documents must be created in Microsoft Word, MS Excel where required
 Upon completion, submit the assessment printed copy to your trainer along with assessment coversheet
 Any additional material will be provided by your Trainer
 Computer with relevant software applications and access to internet
Instructions for Students
Please read the following instructions carefully
This assessment has to be completed X In class X At home
 The assessment is to be completed according to the instructions given by your assessor.
 Feedback on each task will be provided to enable you to determine how your work could be improved. You will be
provided with feedback on your work within two weeks of the assessment due date. All other feedback will be
provided by the end of the term.
 Should you not answer the questions correctly, you will be given feedback on the results and your gaps in
knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed
competent for this unit of competency.
 If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.
 Please refer to the College re-assessment policy for more information (Student handbook).
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T-1.8.1
GENERAL INSTRUCTIONS
This assessment is based on ACA Travel Agency Business Plan and use several scenarios to
complete the 17 Tasks.
You will have to respond to all the tasks by demonstrating your skills and knowledge within the
assessment guidelines and requirements. In some tasks, there are templates and tables, which you
will have to complete in order to ensure you demonstrate the skills and knowledge of the units.
To be deemed competent in this assessment each student must demonstrate through written reports
and providing information in given templates, the knowledge and understanding of what actions are
necessary to obtain and keep current with the legislative requirements for their industry and specific
business.
TABLE OF CONTENT
CONTENT PAGES Mark
Task 1: Recruitment Schedule /5
Task 2: Job Description /5
Task 3: Job Advertisement /2
Task 4: Interview Guide /8
Task 5: Request for Approval /2
Task 6: Short Listing applications /2
Task 7: Role Play of Interview Session /5
Task 8: Contact Referees /4
Task 9 Selection Report and Role Play of Team Briefing /10
Task 10 Employment Contract /5
Task 11 Employment Offer and Notification of Unsuccessful applicants /4
Task 12 Notification of Employees /2
Task 13 Induction Plan /4
Task 14 Induction Checklist /1
Task 15 Development of the Staff Roster /5
Task 16 Justification of roster to meet operational requirements /2
Task 17 Maintenance and Evaluation of Staff Roster and records /4
Appendix 1 (List of Applicants Resume for Selection)
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T-1.8.1
Appendix 2 (Marking Guide for Role Plays)
Appendix 3 (Meet the Staff for Roster Development)
Appendix 4 (Staff Roster Template)
Total 70
The learner is required to update and adjust the page numbers and topics based on the amount of their content
and the responses made to each task.
ASSESSMENT TASK I
Background Scenario
As stated in the Business details above, ACA Travel Agency is owned and managed by
partners Emma Supreme and Rufus Clarendon.
The agency’s trading hours:
Monday – Friday: 6:00am – 9:30pm
Saturday: 8:00am – 4:00pm
Sunday 8:00am – 12:00pm
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T-1.8.1
ACA Travel Agency has been experiencing consistent growth in
sales and numbers of customers over the last two years. This growth has led to a need for
an additional Store Manager for day to day operations and management of the business
and third Travel Consultant who is able to provide an intermediate service between clients
and suppliers to plan leisure and business travel arrangements and manage customer
complaints with the drive to amplify his position in taking responsibility for higher-level work
operations and manage staff performance.
Refer to the current organisational chart and key personnel as stated previously in e-
learning
You are the current store manager, Joe Roux, who works four days a week. You are a
good manager and works odd weeks of the month from Monday to Thursday and every
evenweek from Saturday to Tuesday. You are not available on Fridays and the agency
does not run as smoothly. The owners of the agency have also decided to start opening on
more hours on Saturdays and Sundays as follows:
Saturday: 6:00 am to 8:00 pm
Sunday: 6:00 am to 2 pm
and would like to have at least one manager working from Monday to Saturday.
Owners Emma has provided you (assume yourself to be Joe Roux) with the task of
recruiting a full-time or part-time Store Manager (working Tuesday–Saturday or
Wednesday–Saturday). Recruitment, selection, and induction processes must be
undertaken in accordance with relevant external standards, such as legislation and codes
of practice, and internal standards, such as organisational policies and procedures.
You will need to review organisational documentation and undertake preliminary research
into hiring a Store Manager for ACA Travel Agency.
The new staff member needs to be appointed within six months.
Consultation notes
The following are recorded notes from consultations that you have undertaken with
management.
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T-1.8.1
Emma Supreme – Owner
Emma wants to spend the minimum on advertising the position and generally
prefers to try advertising online and through word of mouth. She really wants the
new Store Manager to start sometime in the next six months.
In terms of the salary, Emma explains that ideally they want to hire someone who is
available for a full-time work week (38 hours) at $45.00 an hour.
Emma would like to be present during the interview session and is available to
conduct interviews on Tuesdays, Wednesdays, Thursdays and Fridays, but she
requires at least 48 hours’ notice.
Emma also mentions that it is important to ensure that anyone of any age, gender,
cultural background feels welcome to apply. Emma says: ‘We’ve tended to write
ads in the past with extremely formal English and sophisticated wording and I feel
like it has limited our applicant pool to people with university degrees. I want to
move away from that kind of advertising to attract someone with the right skills, not
someone with a PhD.’
When you write the advertisement, put my name and email as the contact details
for submitting the applications.
Task 1: Recruitment Schedule 5 Marks
Assuming you are in the position of Joe Roux, you are required to prepare a recruitment
schedule (using the template provided below) for the recruitment of a new Store Manager
of ACA Travel Agency.
The schedule should clearly support the organisational goals, be ordered logically to reflect
the human resources life cycle and include:
a) human resources functions and personnel required to complete recruitment
b) a schedule which clearly indicates the different stages of recruitment and steps
to be
undertaken
c) timelines for each of the stages/steps.
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Recruitment schedule:
Name:………………………………………………………………………….Date……………….
Recruitment activities – Recruitment Schedule
Instructions of Summary:you are required to write a short summary in the given space
below of the all the actions you will take for successful recruitment including steps from
conducting job analysis(e.g. procedure of data collectedand information in support of new
position) to induction within the workplace.You are required to suggest dates to each action
to support your recruitment schedule.
Milestone: Action
and/or objective Time required Person
responsible
Budget and/or
resources
(where applicable)
Create job position 2 weeks Owners of the
Company
Store manager
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The recruitment process at first take a look on the information related to
the specification of jobs. The purpose behind this is to create job position as per
the requirement of the ACA Travel Agency. The information comprises the
working hours, number of client dealings per day and the skill and personal
attributes that will be beneficial for the company. In this regard, the Business
owner and the higher authority are responsible to take the final decision after
discuss with the store manager.
The next part is to prepare a job description. The Business owners Rufus
Clarendon and Emma Supreme are entitled to create a job description that has
to be accurate and specific.
The next step is associated with finding candidates. It can be argued that
talent pool is an important part for the hiring and recruitment process (Swider,,
Zimmerman and Barrick 2015 ). It requires an online and offline advertising for
recruitment. As a matter of fact, the advertisement should be brief and
accurate about the job description.
After that, it is important for the management to mention the application
formats (Yu, 2014). One is some sort of application forms that is provided to
the online applicants and for the offline aspirants it can be in a form of
curriculum vitae.
Then, the selection process will be started. As per the requirement the
responsible persons like the Business owners along with the store manager will
shortlist candidates as per their standards.
Next, a personal interview will be conveyed between the shortlisted
candidates and the Business owners. The interview is based on two methods.
One is based on the general interview and the next step focuses on the core
competency of the interviewee.

T-1.8.1
Job advertisement 2 weeks Owners of the
Company
Newspaper- $5 for
each advertisement
template
Press advertising- $
10 for each
Online
advertisement- $200
Sorting out the CVs
and application forms
1 week Owners of the
Company
Internet, Laptop,
Scanned copy of the
online application
forms
Interview session 1 week Owners of the
Company
Store manager
Detailed data
regarding the
interviewees
A personal interview
round
Selection 3 weeks Owners of the
Company
Internet laptop for
forwarding welcome
note
Task 2: Job Description 5 Marks
Job description is an informative documentation of the scope, duties, tasks, responsibilities
and working conditions related to the job listing in the organisation through the process of
job analysis. It also details the skills and qualifications that an individual applying for the job
needs to possess. Job descriptions must comply with EEO and anti-discrimination
legislation and standards
You next task is to develop a job description for the role required (using the template
created below) in line with the ACA Travel Agency Business scenario and simulated
business documents and obtain approval from the owner for the position advertisement.
ACA Travel Agency job description template
Job title: Can we Count on you- vacancies for the post of travel consultant and store
manager.
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Salary: Salary for the post of Travel Consultant is $ 40,000 per annum and salary of salary
manager is $42,500 per annum. Moreover, there are incentives for the employees if they
offshoot the minimum targets.
Hours: The Company is ready to provide a 12 months contract with the newly recruited
employees. As per the National Employment Standards (NES) of Australia the ACA Travel
Agency also puts emphasis on the fair work job environment (Fair Work Ombudsman
2018). Therefore, for the newly recruited full time employees the Company fixes the
minimum working per day is five and half hours and in total 38 hours per week.
Location: The ACA Travel Agency has only one business location in the Sydney CBD on
George Street. Therefore, the employees will operate from this office only. However, in the
contract form there is a mention of travelling for the store manager in case it requires.
Besides this, the travel consultants have to perform only from this office.
Reporting relationships: The supervisor is the Store Manager 1. In this regard, the ACA
Travel Agency appointed Joe Roux as the head of the Store Management department. In
fact, Joe has been with the company for 2 years and has an enormous experience of 4
years in the travel agency industry. The internal role of a store manager in ACA Travel
Agency is to managing the budget and financial records. Besides this he has to manage
staffs. On the other hand, in ACA Travel Agency the store manager primarily deals with the
customers and set the tour plan on the basis of the market.
About ACA Travel Agency:
ACA Travel Agency is a SME located in the Sydney CBD. The company has a transparent
organizational structure with Emma Supreme and Rufus Clarendon is the owners and
partners of the company. The Company is doing business in Sydney for four years and
receives well acknowledgement from the local consumer market. Moreover, the Company
values its customers and tries to provide them the best services in an affordable price both
internationally and domestically. In fact, there is no such employment issue in ACA Travel
Agency regarding payments or intrasparency in working culture. The management and
employees value each other and respect their job
Purpose of position: The purpose of employing a new store manager job is to create
more effectiveness in the operations. As the responsibility of a store manager in ACA
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T-1.8.1
Travel Agency is dynamic therefore it requires additional human
resource to share the responsibility. Moreover, the management looks forward to expand
their business by introducing some new destinations into their lists. Therefore, it also needs
a travel consultant who has enthusiasm and good communicative skills because the
Company relies on its customer value.
Responsibilities and Duties
List at least 5 responsibilities or duties of the position which should include frequency or duration of
work, effort and skill required, complexity of tasks and any equipment required. You are required to
also mention what aspect of the responsibility will be reviewed to determine if the job is being done
correctly, for example time frame, number of completed tasks per week.
e.g. managing budgets and maintaining statistical and financial records, to manage the daily
operations of the office liaising with travel partners, including airlines and hotels, to manage
bookings and schedules, often one year in advance, to arrange global travel and to work on their
own. At the end of each working week, all travel events for the following week must be finalized.
Responsibility 1 – To manage the financial records
Responsibility 2 – To deal with the customers with patience
Responsibility 3 – To map the destinations internationally and domestically
Responsibility 4– To figure out the market demands and enlisted it in top priority
Responsibility 5 – Make a continuous communication with the hotels and airlines so that
there will be no issues regarding bookings.
Academic and Trade Qualifications
Essential
e.g. Diploma in Tourism Management
Desirable
e.g. Advanced Excel course
Provide list of essential qualifications
 Diploma degree in tourism
management.
 At least six months experience in
any customer service organisation.
 Good communicative skills.
List of desirable (but not essential)
qualifications
 Good academic records.
 Certificate in communication skills.
 Experience certificate from any
tourism company.
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