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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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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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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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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T-1.8.1
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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T-1.8.1
Work Experience and Skills
Essential
Desirable
e.g. Experience of media production,
communication, and dissemination
techniques and methods
List of essential experience
 Two years experience in
management.
 Knowledge of the tourism industry
 Good communicative skills.
List of desirable (but not essential)
experience
 Have contacts with airlines and
hostels domestically and
internationally
 Have a profound marketing
experience.
 Have idea about managing finance
and expenses.
Personal Qualities and Behavioural Traits
Essential
e.g. Written and verbal communication skills
Desirable
e.g. Attention to detail
List of essential qualities or behaviours or
characteristic
 Good management abilities
 Communication with the staffs
 Having professional attitude
List of desirable (but not essential) qualities
or behaviours or characteristics
 Enthusiastic and interested
 Reliability
 Convincing power
Employee name:...............................................................
Signature:.........................................................................Date:..................................
Manager name:.................................................................
Signature:.........................................................................Date:..................................
Performance review period: Review period e.g. every three months
Next review date: Next review date
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T-1.8.1
Task 3: Job Advertisement 2 Marks
A job advertisement is an announcement of a job vacancy within an organisation. They can
be posted on printed or online sources.
Following the success of the detailed job description, as the Store Manager, Joe Roux, the
Store Manager,you are required to write a job advertisement for the position (using the
outline of job advertisement provided below) in line with ACA Travel Agency’s policies and
procedures and suitable for the types of advertising media identified in the consultation
notes and obtain approval from the owner.
The advertisement needs to include:
 Tasks/duties/ responsibilities/skills/qualifications and experience and be based on the
job description that you have completed in class.
 You should include pay rate/ salary range, benefits and inclusions with the role of Store
Manager at ACA travel (based on www.fairwork.gov.auaward conditions).
Job Advertisement Outline
Selected advertising channel/s
Put a tick against the selected channel/s for advertising position
 Newspaper classifieds
 Classifieds online
 Recruitment Agency
 Facebook
 Agency window
 Agency
noticeboard
 Industry newsletter
Reasons for selected advertising channels:
State the rationale for the advertising channel/s selected
Newspaper advertisement is the most acknowledged traditional method of advertisement
(Van Meurs et al. 2015). In fact, newspapers are the most reliable strategic tool to target
more experienced audiences (Lucht 2015). For the ACA Travel Agency, it requires hiring
local agents and newspaper is the best option for this.
Job ad –ACA Travel Agency Store Manager
 Job title
 Location
 Salary
 Application closing date
 Catch phrase for role
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T-1.8.1
The ACA Travel Agency is one of the well known travel agencies in Sydney CBD. The
Company always strives for excellence and good working spirit. In this regard, the
Company is willing to appoint a travel agent and one store manager in order to incorporate
more effectiveness and creativity in the organizational culture.
Provide a short description of the role and organization and the reporting relationship
ACA Travel Agency is looking for a permanent, experienced and well familiar with the
domestic and international destination person for achieving more success in their long run.
It requires a diploma in the tourism management and good communicative skills with
experience as minimum eligibility criteria. Person having interest with profound knowledge
in marketing and previous experience in managing organizational experience will get
priority. We offer you $40,000 per annum for the post of travel agent and $42,500 PA for
store manager. Salary can be negotiable.
Main Body of advertisement – Include required and preferred qualifications, experience, skills and
personal characteristics
Person in charge- Joe Roux, email- [e-mail]
Please email your confidential CV to (name of contact)at(email address) for further
information.
Task 4: Interview Guide 8 Marks
To ensure a structured and fair process on selecting the best prospective employees,your
next task is to develop an interview guide (using an editable, electronic version of the sample
provided below).
Consulting with the owner of ACA Travel Agency, Emma Supreme, the interview guide must
convene to identify the selection panel and contain questions which evaluate the applicable
selection criteria identified from the consultation notes. The questions must not breach EEO
or anti-discrimination legislation.
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The six (6) questions should cover the following categories:
a) work history
b) education and training
c) personality, motivation and character
Job title: Store Manager – ACA Travel Agency
Date and
time of
interview: 01.08.2018 9.00AM
Selection
panel:
Owners- Emma Supreme, Rufus Clarendon
Store Manager- Joe Roux
Applicant: Tony Baldwin
● Each member of the panel should make notes (might be on a separate sheet) and
score each applicant. Scores should then be added up and used when making a
decision.
● The panel should also decide which questions will be asked by each member of the
panel.
Scoring – Applicant’s answers should be scored as follows:
0
No answer given or
answer completely
irrelevant. No examples
given.
2
Some points covered, not
all relevant. Some
examples given.
4
Good answer. Relevant
information. All or most
points covered. Good
examples.
1
A few good points but
main issues missing. No
examples/irrelevant
examples given
3
Some points covered.
Relevant information given.
Some examples given.
5
Perfect answer. All
points addressed. All
points relevant. Good
examples.
Weighting – Questions can be weighted 1 (low importance) or 2 (high importance) to reflect their
overall importance to the position.
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Questions and weighting
Question
categories
Questions Applicant’s responses
(required to fill up during the
interview role play)
Weight
(1-2)
Score
(0-5) Total
(Complete during the role play)
Work history 1. Why do you opt for this
company?
I have perused my diploma in
tourism management and have
a profound knowledge about the
industry due to my past working
experience in AADC Travel &
Cruise Agency. This
organization offers me more
exposure to ventilate my
experience as well as creativity.
2 4 8
2. What do you think is the most
challenging part in this
position?
From my past experience I have
learned that managing the
customer requirements is the
hardest part. In my opinion
making a transparent
conversation with the customers
and provides the expenses and
proper tour map with the image
of the hotels and destination can
be a better solution.
1 3 3
Education
and training
3. Where did you complete your
diploma?
I have completed my graduation
from Sydney University. 1 4 4
4. Do you have any other
certificate?
Yes. I have intermediate
knowledge in Japanese. 1 3 3
Personality,
motivation
and
character
5. What is your opinion about a
workplace environment?
It should be transparent and
discrimination free. Motivation
and recognition will be a
beneficial factor in this regard.
2 3 6
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T-1.8.1
Question
categories
Questions Applicant’s responses
(required to fill up during the
interview role play)
Weight
(1-2)
Score
(0-5) Total
(Complete during the role play)
6. What will be your attitude as
a store manager?
As far as I know, firstly I have to
learn the skills to manage the
finance of the company.
Moreover, making a good
communication with customers
as well as my colleagues is also
essential
2 5 10
Total score (skills and knowledge) 34
Follow up questions Applicant answer
( required to fill up during the role play)
Weight
(1-2)
Score
(0-5) Total
(Complete during the role play)
How much notice do they
have to give?
2 weeks only 1 3 3
When can they start? From the next month 2 3 6
Do you know the salary
amount?
Yes
1 4 4
Is that ok with you? Yes. Delightedly. 1 3 3
Do you have any hobbies? Yes. I love to cook and go out with
friends occasionally. 1 4 4
Total score (additional) 20
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T-1.8.1
Referee contact details:
AADC Travel & Cruise Agency- mail: [e-mail]
Personal information- criminal history: government database
Identification: driving license, passport
Academic details- mentioned institution
The applicant should be given an opportunity to ask any questions that they might have
and answer them
1. What is the working schedule?
We are offering a working schedule of Tuesday-Saturday or Wednesday-Saturday with a shift of 38
hours a week.
2. What are the leave policies?
As per the leave policies the permanent employees get 2 casual leaves during the lean seasons and in
peak seasons 1 casual leave for a month.
3. Is there any training facility that I have to serve after joining?
Yes. You are being given training and have to serve 2 months probationary period.
Ending the interview:
Dear Tony,
Thanks for having a good and fruitful interview session. We shall let you inform for further
development.
Regards,
ACA team
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T-1.8.1
Task 5: Request for Approval 2 Marks
You are now required to complete and forward the “request for approval template” to the
owner Emma Supreme to fill in the vacant position.
Request for recruiting approval
Position title: Assistant manager
Department: Store department
Effective from: 1.09.2018
Checklist Prepared by Complete and attached?
Y/N
Job Analysis conducted? Joe Roux Y
Job description completed and attached? Joe Roux Y
Job specification completed and attached? Joe Roux Y
Draft advertisement attached? Joe Roux Y
Recruitment plan attached? Joe Roux Y
Supervisor Approval:
Approved? [Y] [N]
Y
Supervisor Name
Emma Supreme
Supervisor Signature
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T-1.8.1
Task 6: Short Listing applications 2 Marks
With your selection panel, read and review the résumés (provided in Appendix 1) to
determine whom you would consider the strongest two (2) applicants for the role. During
this stage, you will need to:
a. short-list applicants based on the requirements of the job role and the needs of ACA
Travel Agency (as documented above in the scenario and in the ACA Travel Agency
policies and procedures)
b. adhere to principles of EEO and anti-discrimination legislation
c. negotiate for your preferred two applicants
d. take notes and document how the selection panel determined the most appropriate
applicants to be interviewed; you will need to refer to these notes to write a selection
report “short-listing checklist “inTask 9 of this task.
e. Write in 100 words what are the key determinants of the applicants’ skills or
qualifications or experiences considered that will best fit with ACA Travel Agency’s
work operations.
1. In depth knowledge about the tourism industry in Australia
2. Having past experience in working with SMEs.
3. Required 2 years working experience as Store manager or 6 weeks
experience as travel agent.
4. Good communicative skills
5. Social and friendly
6. Permanent jobs
7. Having a standard educational background on management or
tourism.
8. Acquire the knowledge of handling financial records.
9. Having knowledge in Ms-Excel and word.
10. Leadership quality to be a store manager.
11. Having an idea about the local market.
12. Acquiring the abilities of motivation.
13. Dedicated and enthusiastic
14. Great convincing power.
Task 7: Role Play of Interview Session 5 Marks
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T-1.8.1
With your selection panel stated in the interview guide, as the Store
Manager, Joe Roux, you will select applicants to interview. Your Partner will assist you with
the role play as they will play the role as one of the selected panel members.
For this role play, you will require the Interview guide to assist you with this role play. You
will be assessed on how you manage an interview session which includes pre-consultation
with the selection panel on candidates to be interviewed, reception of the candidate,
providing relevant information about the company and position, conducting a proper
interview session in liaison with selection panel, managerial approach, providing
appropriate industrial relations information about the job position and post- consultation
with the selection panel after the
Usingthe interview guide provided in Task 4, “Interview Guide”, you are required to develop
six (6) relevant questions for interview following the guidelines stated in Task 4. Make them
relevant to the job advertisement you have already written. Make them suitable for the level
of qualification of the position advertised.
1. Why do you opt for this company?
2. What do you think is the most challenging part in this position?
3. Where did you complete your diploma?
4. Do you have any other certificate?
5. What is your opinion about a workplace environment?
6. What will be your attitude as a store manager?
7. How much notice do they have to give?
8. When can they start?
9. Do you know the salary amount?
10. Is that ok with you?
11. Do you have any hobbies?
Then document the responses of the applicants during the interview. At this stage you will
need to:
a) Schedule the interview and advise selected applicant of time, date and venue by an
email
Dear applicant,
As per our discussion, please come for a round of interview with us on 2.08.2018, at
9.00 am.
Venue details- 505 George Street Sydney NSW 2001
Please carry a copy of your updated CV and other details.
Kindly revert us with your acknowledgement.
Regards,
Emma Supreme,
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T-1.8.1
Owner Manager,
ACA Travelling Agency
b) Perform role-plays with a partner (who will act in the roles of the part of your chosen
applicants). Each interview should take 10–15 minutes.
c) Assign a weighting (from 0 to 5; 5 being most important) for each question
d) Consider alternative suitable offers of employment (e.g. Part Time, casual or volunteer)
for applicant, should they deem unsuccessful for the position.
Ensure that the group’s questions comply with current legislative requirements, e.g. are not
directly or indirectly discriminatory
Please see Appendix 2 for the marking guide for this role play.
Description of Role Play Marks Marks Achieved
Introduction
Was the employer able to build rapport with the staff member? 2 1
Body
Did the employer demonstrate active listening through taking
notes, maintaining eye contact or repeating key
pointsrepresented by the candidate?
1 1
Were the questions /comments asked in the interview
appropriate to the job description?
2 2
Did the interviewer allow appropriate time for the candidate to
answer the questions effectively and investigate performance
problems?
1 1
Discuss 2 ways the communication skills in the
appraisalprovide effective support and motivation to the team
and the team member toovercome the communication barriers
between the variety of employees
4 3
Was there a variety of questions/comments asked by the
interviewersuch as open, closed, behavioural, skills based)?
1 1
Was the interviewer able to discuss possible solutions with the
employee?
2 2
Conclusion
Did the interviewer allow the candidate time to ask any
questions and were the answers appropriate?
2 2
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T-1.8.1
Total Marks 16 = 13
Task 8: Contact Referees 4 Marks
Referee check is an absolutely vital part of any recruitment process as it allows to obtain
independent information about the applicants previous on the job performance. The
information gathered during a reference check is directly associated to the key selection
criteria of the role they have applied for and fosters to validate the information provided by
the candidate at the interview.
Once you have conducted the interview and have short listed your applicants, you now
must prepare a questionnaire to conduct a reference check.
a. You are to prepare 5 questionnaires and should be related to your chosen applicant’s
employment history from Appendix 1. /2
 Why do you quit your previous job?
 Do you face any problem or conflict in your previous job?
 What was your previous designation in your erstwhile company?
 How many days you served your previous company?
 Do you have any experience certificate given by your previous company?
b. Explain in 100 words the procedure and method (e.g. telephone, video-conference) you
would undertake to conduct this referee check.
There are number of different method and procedure that can be used to check the
previous employment history of the employee. For an example, it can be possible
for the management to communicate with the previous company through telephone
(Farooq and de Villiers 2017). For an example, in case of the applicant Tony
Baldwin, the owner of ACA Travel Agency Rufus Clarendon had made some calls
in Tony’s previous company AADC Travel and Cruise Agency to make sure that
Tony was working there and tried to get a review from the AADC. Moreover, there
is also video conference such as for Niraj Singh Emma made a video conference
with Compass group and got wok related information about Niraj as much as she
could.
/2
Task 9 Selection Report and Role Play of Team Briefing 10 Marks
As part of the selection process, you will establish a selection report by completing the
followings:
a. Complete the short-listing checklist given below /1
Short-listing Checklist:
Criteria Yes/No
Did you review the applicants resume? Yes
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T-1.8.1
Does the applicant meet all the essential criteria? No
Does the applicant meet any desirable criteria? Yes
Did the applicant use appropriate gesture and body language? Yes
Did the applicant’s answer to fact finding questions match organisational
requirements?
Yes
Did the applicant provide a natural answer to behavioural questions? No
Did the applicant pass the probing questions? No
Did the applicant ask the interviewer any questions? Yes
Verified work reference? Yes
Validated applicant responses with reference? Yes
Shortlisted for the next stage? No
b. Conduct a role play as Joe Roux by giving a “team briefing” to the Owners Rufus
Clarendon, Emma Supreme and the other Travel Consultants of ACA Travel Agency,
stating your recommendation of for appointment or non- appointment of the applicant /
5
 Niraj Singh will be the best person for the Store manager because he has lot of
experiences in this specific industry.
 Moreover, Sandra Hussain can be appointed as travel agent because she had
done enough number of campaigns and has ample knowledge about the
Australian tourism industry.
 The rejection of Margaret Smith is her lack of knowledge regarding the tourism
industry.
 Jenny Dunne can be rejected because of her attitude problem. She has enough
education in this industry and knowledge as well but we need someone who can
do not only the store management but also facilitate a good environment
throughout the company.
 Tony could be the person whom we need the most but his working history
according to the AADC Company is not so good and he has some attitude
problems.
c. Prepare a brief “selection report” to recommend for appointment or non- appointment of
the applicant in the space given below. (Maximum 100 words).
Selection Report (100 Words) – As per your team briefing /2
Human Resources Management Assessment I v1Page 25 Last updated 14th May 2018
We should go for Sandra Hussain as our travel agent and Niraj Singh as
the store manager. The reason behind choosing Niraj Singh is that he has
a better attitude towards the job than Tony. Moreover, he has a profound
knowledge in the travel agency and also has some contacts which will be
beneficial for ACA Travel Agency. Besides this, Sandra Hussain is a very
enthusiastic applicant who has done several travel campaigns and
community services. It creates a positive approach and she possesses
enough knowledge about the Australian tourism industry. Moreover, she
has a management degree with experience which can be used in the
future expansion of the Company.

T-1.8.1
d. State your recommendation if no suitable candidates are found.
/2
 Despite of having Sandra and Niraj is will be better if the company will take more
interviews for better results.
 At least, we can give a chance to Tony during the training session so that we can
compare their ability.
Task 10Employment Contract 5 Marks
Utilising the information from job description (completed in Task 2); complete below the
required fields in the employment contract template.
Employment contract template
This document outlines the terms of contract of employment proposed by ACA Travel
Agency.
Name: Niraj Singh
Position: Assistant store manager
Commencement date: 3 weeks after the interview
Location
You will be employed at: 505 George Street Sydney NSW 2001
Hours of Work
38 hours per week
You will be provided with one of: a 30-minute meal break; or, two 15 minute meal breaks
per day.
Responsibilities/duties
 To manage the financial records
 To deal with the customers with patience
 To map the destinations internationally and domestically
 To figure out the market demands and enlisted it in top priority
 Make a continuous communication with the hotels and airlines so that there will be
no issues regarding bookings.
Supervision
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T-1.8.1
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 (Law 2015). 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.
Remuneration
Hourly pay rate $40 with bonus and incentives
In addition, the minimum superannuation required by current legislation will paid to the
superannuation fund of your choice.
Wages are paid in arrears on the last Friday of each month into your nominated bank
account.
ACA Travel Agency opens on several public holidays. You may be required to work on
public holidays and will be compensated by payment at the rate of an additional 150%.
Leave
● Annual leave – As an employee, you will be entitle to pro rata annual leave based on
four weeks’ annual leave per annum. For the post of the Store manager the leave is
for two days and for travel executive just one. This is for permanent employees.
● Sick leave – As an employee, you will be entitled to 10 days paid personal leave per
year (pro rata) in accordance with the Fair Work Act 2009.
For sick leave yearly it accounts only 12. However, for parental issues or pregnancy it
can be a six months leave with full salary.
● Other leave – You are entitled to unpaid parental leave and compassionate leave
● entitlements in accordance with the Fair Work Act 2009.
Notice period
The period of notice required from you to terminate employment with ACA Travel Agency is
the same as the period of notice required of ACA Travel Agency to terminate your
employment and is set out in the following table.
Period of continuous service Notice period
Not more than 1 year 1 week
More than 1 year, but not more than 3 years 2 weeks
More than 3 years, but not more than 5 years 3 weeks
More than 5 years 4 weeks
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T-1.8.1
Confidentiality
You shall not, except in the proper course of your duties during the continuance of your
employment or after its termination, disclose to any other person or company, or make use
for your own benefit, any secret or confidential information relating to ACA Travel Agency
or the customers of ACA Travel Agency.
Upon termination of your employment, you will promptly deliver up to ACA Travel Agency
or its authorised representative all property, for example, documents, record, papers, credit
cards, lists, computer discs or tapes, which may be in your possession or under your
control and which relate in any way to the business or affairs of ACA Travel Agency.
Acceptance
If you have any queries please contact one of the owners, Rufus Clarendon or Emma
Supreme. To complete the arrangements, would you please sign and return the attached
copy of this letter within 14 days.
Signatures
Signed by Emma Supreme (ACA Travel Agency Owner)
Signature: .......................................................................... Date: ................................
Signed by Employee
I accept the offer of employment and agree to the terms and conditions as stated in this
contract.
Signature: .......................................................................... Date: ................................
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T-1.8.1
Task 11Employment Offer and Notification of Unsuccessful applicants 4 Marks
Once the contracts have been approved, you, as Joe Roux, the Store Manager will prepare
an employment offer letter and a notification to unsuccessful applicant using the sample
template given below. Email the letter of offer and notification using the ACA Travel Agency
policies and procedures as a guide.
Employment Offer Letter: / 2
Organisation name and logo
Date 30.08.2018
Private and confidential
To,
Neeraj Singh
Subject: Joining details
Dear Neeraj,
Greetings from ACA Travel Agency on the basis of interview, you have been selected with us.
Here is your joining details,
Designation- Assistant Store Manager
Date of Joining- 4th September, 2018 (Tuesday) at 10.00 am.
Location- 505 George Street Sydney NSW 2001
Documents to be submitted- ID proofs with a CV.
Please report in time to Joe Roux (Senior Store Manager)
Formal attire is must.
Note: The company reserves the right to end your participation at any time depending on
your attendance and performance level.
Regards,
Emma Supreme
Owner Manager
ACA Travel Agency
Letter of unsuccessful application / 2
Organisation name and logo
Date 31.08.2018
Private and confidential
To,
Tony Baldwin
Subject: unsuccessful application
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T-1.8.1
Dear Tony,
We deeply regret to inform you that you are not selected for this job. We are very sorry.
Hope you will achieve your dreams. Best of luck for your future.
You can also apply for job a year later.
Thanking you.
Regards.
Emma Supreme
Owner Manager
ACA Travel Agency
Task 12Notification of Employees 2 Mark
To ensure good communication, it is important to notify the team of ACA Travel Agency
about the commencement of the new recruitment.
In order to maintain the consistency of good work flow, you, as Joe Roux, the Store
Manager, are required to write an email addressed to ACA Travel Agency employees
advising of the new appointment, using the ACA Travel Agency’s policies and procedures
as a guide including its confidentiality and privacy policy.
You are required to create an email notification about the appointment of the new Store
Manager. Ensure to include date of workplace induction of the newly appointed.
Task
13Induction Plan 4 Marks
Human Resources Management Assessment I v1Page 30 Last updated 14th May 2018
1st September, 2018
Dear all,
Let’s welcome the new hire Assistant Store Manager Mr. Neeraj Singh for ACA Travel
Agency. He has started his new position from 2-08-2018.
Welcome to
ACA Travel family
Glad you are here
Thanks & regards
Emma Supreme
Owner Manager
ACA Travel Agency

T-1.8.1
Arrange for the successful applicant’s induction by completing the
induction plan template provided below, based on the list of tasks required in the induction
checklist and using the ACA Travel Agency policies and procedures as a guide
In the first week you will
Date Item Relevant
Personne
l
Resources
required
Notes Completed?
Y/N
3.08.2015
8
Introduction to
work area
Owner
managers
PowerPoint
presentation
Aims and
objectives
Goals
Y
4.08.2018 Introduction to the
job description
Senior Store
manager
PowerPoint
presentation
Different types of
works
Y
5.08.2018 Introduction to the
other colleagues
Senior Store
manager
Direct interaction Activities of the
team work
Y
6.08.2018 Terms and
conditions
Owner
managers
PowerPoint
presentation
To ensure the
Company structure
and leave policies
Y
7.08.2018 Job Specific training Senior store
manager
PowerPoint
presentation
Role of specific
development
N
Within the first month you will
Date Item Relevant
Personnel
Resources
required
Notes Completed?
Y/N
2.08.2018 Culture of the
work area
Senior
Sales
manager
Direct
interaction
Relationship
between the
employees
Y
11.08.2018 Office systems Senior
Sales
manager
Office
equipments like
computer,
telephone, fax,
printer, scanner
Finding out the
road map to a
better
organisational
framework
Y
18.08.2018 Performance
Standards
Senior
Sales
manager
Go through
different
operational files
and database
To understand
the scenario
N
25.082201
8
Monitoring and
evaluation
Senior
Sales
Team meetings Explain a plan N
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T-1.8.1
manager
Policies and Procedures
Please ensure you have read and understood the
following ACA Travel Agency Policies/Procedures
Read
(Date)
Signature
Leave policy 8.08.2018 Neeraj Singh
Zero Tolerance policy 10.08.2018 Neeraj Singh
Payment structure 15.08.2018 Neeraj Singh
Period of service 15.08.2018 Neeraj Singh
I, Neeraj Singh have read and fully understand the policies and procedures of ACA Travel
Agency.
I agree to follow them and ensure others follow them. I shall report any concerns regarding
said policies and procedures to the Manager of ACA Travel Agency.
Signature: Neeraj Singh Date: 15.08.2018
Task 14Induction Checklist 1 Marks
This checklist assumes the induction of a newly recruit into a job within a typical production
or service environment and is to be initiated, and tailored to the work unit and employee's
requirements, by the employee's supervisor/manager.
After each step in the checklist is completed, the person responsible for that induction
activity should initial and date the checklist.
You are now required to complete the Induction checklist: List 10 items for the induction of
the position.
Visit the webpage link to get some ideas on induction checklists: Use the following link as a
reference.http://www.fairwork.gov.au/ArticleDocuments/715/Template-induction-
checklist.docx.aspx
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T-1.8.1
Induction content Completed (Y/N)
A returned, signed copy of the letter of engagement (or employment
contract)
Y
A completed Tax file number declaration form (unless declined by employee) Y
The employee’s bank account details Y
The employee’s emergency contact details Y
A copy of any licences held by the employee needed for the job Y
Given the employee a copy of the Fair Work Information Statement Y
If a working visa is required – a copy of the employee’s passport and visa –
you will need to do a visa check
Y
Introduce the new employee to other staff Y
Completed a workplace health and safety induction N
The payment method, first pay date and how payslips are distributed Y
Task 15 Development of the Staff Roster 5 Marks
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T-1.8.1
Organisation develop rostering which consists of a process of
creating work timetables for their staff to be able to satisfy the demand for its products or
servicesbased on operational hours and job duties. It requires toregulate the number of
staff members, with skills, needed to meet the service demandin which each staff members
are allocated to certain shifts so as to meet the essential staffing levels at different
times.Therefore,duties are then assigned to individuals for each shift.
ACA Travel Agency has always complied with the Fair Work Ombudsman regulations
ensuring to promote harmonious, productive and cooperative workplace relations.They are
cautious in associating all industrial regulations with the relevant workplace agreements
and has made the provision to build rosters for their staffs that supports their overall
business goals and needs This guarantees hours, breaks and over-time pay does not
violate regulations. The Owners have supported the Manager with providing appropriate
decision support tools in developing the rosters need. You, as the Manager have been
successful in utilising these tools, for example spreadsheet and database to aid in provide
the right staff members at the right time and at the right hourly rates while achieving a high
level of employee job satisfaction.
You, as the Manager accommodate requests from staff members and share schedule
options with the team leading to the generation of a fair roster for each. This fostered
building relationship with the staff members and allowing enough time to plan for any
obligations outside of work hours.
Changes in roster may occur due to business demands and ACA Travel Agency have
incorporated an open discussion environment in which for any changes they would discuss
and liaise with staff members and follow as per Fair Work Ombudsman regulations
fostering in:
 Providing information about the change (e.g. what the change will be and when)
 Inviting employees to give their views about the impacts of the change
 Consider these views about the impact of the change
Scenario
Congratulations you have now successfully recruitedthe new Store Manager. Your newly
recruit will be the one you have given the job offer letter to as per Task 11 (Tony or Jenny
or Margaret or Niraj or Sandra) (See Appendix 1). The new manager has joined ACA
Travel Agency and has had his/her initial induction as per the stated information in Task 13.
The Newly recruited Manager has been in the new position for just over two weeksand so
far, it's been great. To ensure equal amount of job responsibilities are catered and for the
new manager to be wellacquainted of the standards of the work flow and business
demands across ACA Travel Agency, the Owners of the ACA Travel Agency has asked the
new manager to do the staff rosters.
The newly recruited Manager is very worried. Therefore, he has approached you, as the
Manager to assist him/her to develop the roster.
Consider that the Trading hours of ACA Travel Agency have recently been extended for the
next 3 months and for all staff as they are now servicing travel agents in NZ and Western
Australia and now require staff to be rostered on an early shift and a late shift.
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T-1.8.1
Also assume that ACA Travel Agency consists of team members
named Kerry, Caitlin, Bill, Mathew, Noah, Sam, Caroline and Kim Li. Please see the list in
“Meet the Staff for the Development of Roster” in Appendix 3.
The new managerdoes not know the team very wellas yet and has heard from you that they
can be very particular about the hours they work. The new Manager needs your help!
All staff get a thirty (30) minute lunch break. Certain days and/or times are busier than
others, so it's important for the new manager to do their rosters accurately so that enough
staff is working to cover busy trading periods.
Late night trading and weekends are always busy. The new manager has discovered,
certain people in the team(as stated in Appendix 3) do not want to work nights, while others
won't be happy if they are rostered on to a weekend shift.
How is the new managerever going to come up with a roster that's going to keep
everyone happy? He/She really doesn't want to make any enemies - it's only his/her
third week here!
You, as the Manager will help the new manager to decide which staff member should be
rostered on to the various shifts.
Your Task is to:
a) To develop a roster for the staff members(stated as per Appendix 3)that is going to
meet people's needs and preferences. You might have to make some decisions that
people aren't going to like - it's nothing personal, but youare required to do so as
per your job responsibilities.
b) To analyse the needs of staff members and strive to accommodate requests their
staff members as stated in Appendix 3. However, you must be aware to cater the
roster in such away that will ensure to benefit and demand of the business and does
not impact negatively on the business needs of ACA Travel Agency. The roster
must be available in different methods for communication both electronically and
paper-based.
a) To utilise the blank roster template provided below Appendix 4or you can create
your own on Excel document and fill in according to needs and requirements of the
agency, the management and staff.
b) To cover the developed roster for a period of 1 week
c) To roster 8 of the staff members as stated in Appendix 3 into different shifts.
d) Each team member is required to work at least 5 days per week.
e) Staff can work up to a total of 38 hours per week, and after that they receive
overtime rates. Weekends and late-night trading hours pay a higher hourly rate. For
full details see www.fairwork.gov.au
Name TIME Mon Tues Wed Thurs Fri Sat Sun Total
Hours
Kerry Start 9.00 9.00 9.00 9.00 - - 9.00
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T-1.8.1
Time
Meal
Break
13.00-
14.00
13.00-
13.30
13.00-
13.30
13.00-
14.00 - - 13.30-
14.00
Finish
Time 17.00 17.30 17.30 17.00 - - 17.30 38
Caitlin Start
Time 8.00 8.00 8.00 8.00 8.00 - -
Meal
Break
13.00-
14.00
13.00-
14.00
13.00-
14.00
13.00-
14.00
13.00-
14.00 - -
Finish
Time 16.00 17.00 17.00 16.00 17.00 - - 38
Bill Start
Time 15.00 15.00 15.00 - - 14.00 15.00
Meal
Break
18.00-
19.00
18.00-
18.30
18.00-
18.30 - - 18.00-
18.30
18.00-
18.30
Finish
Time 23.00 23.00 23.00 - - 23.00 23.00 38
Name TIME Mon Tues Wed Thurs Fri Sat Sun Total
hours
Mathew Start
Time - 13.00 13.00 13.00 - 08.00 13.00
Meal
Break - 17.00-
18.00
17.00-
17.30
17.00-
17.30 - 12.00-
12.30
17.00-
17.30
Finish
Time - 21.00 21.00 22.00 - 14.00 22.00 38
Noah Start
Time 10.00 - 10.00 - 08.00 08.00 08.00
Meal
Break
14.00-
14.30 - 14.00-
14.30 - 12.00-
12.30
12.00-
12.30
14.00-
14.30
Finish
Time 18.00 - 18.00 - 15.00 16.00 18.00 38
Sam Start
Time 07.00 07.00 07.00 07.00 07.00 - -
Meal
Break
11.00-
12.00
11.00-
11.30
11.00-
11.30
11.00-
11.30
11.00-
11.30
- -
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T-1.8.1
Finish
Time 16.00 15.00 15.00 15.00 15.00 - - 38
Caroline Start
Time - 10.00 10.00 10.00 10.00 10.00 -
Meal
Break - 14.00-
14.30
14.00-
14.30
14.00-
14.30
14.00-
14.30
14.00-
14.30 -
Finish
Time - 19.00 18.00 18.00 18.00 17.00 - 38
Kim Li Start
Time 07.00 07.00 07.00 07.00 06.30 - -
Meal
Break
12.00-
12.30
12.00-
12.30
12.30-
13.00
12.00-
13.00
12.30-
13.00 - -
Finish
Time 15.00 15.00 15.00 15.00 15.00 - - 38
Task 16 Justification of developed roster to meet operational requirements
considering factors /2
Once the rosters are developed it is important to analyse the considerations that has been
taken into account of social and cultural aspects. This is to foster meeting the broader
organisational requirements and policies that influence the roster.
With assistance from you, the new manager has finally developed a roster chased on the
needs of the staff members as stated in Appendix 3.
Your task is to:
 to provide a detailed reason as to why you have given staff their shift.Must state
reasons for each individual staff member (as stated in Appendix 3)
For Kerry, she likes to do job in week days from 9.00 am to 5.30 pm. Therefore, I
give her such schedule. However, we need someone to look after the customer
requirement on Sunday morning and therefore assign her Sunday morning shift.
Caitlin is a veteran and loyal employee of ACA Travel Agency. Therefore, we
should keep her requirements and give her a flexible shift of 8.00 to 16.00
Bill helps us a lot with taking the responsibilities in the night shift. There are few
employees who want to do work in such shift. However, we are lucky to have Bill
amongst us. Therefore I give him a night shift and he loves to do night shift jobs.
Mathew is also helping to do night shift. However, he is associated with the State
Cricket Team. Therefore, he is unable to do job on Saturday afternoons. I set a shift
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T-1.8.1
for him 1 pm to 9pm generally but for Saturday I altered it to
8am to 14 am so that he can play and make us proud.
Noah is a religious person and does not want to take shift after sunset. As a result
of that I give her a flexible shift.
Sam is a single mother and keeping in mind of her son we give her a shift 7.00 am
to 16.00pm and free her from weekend shifts so that she can look after her son.
Caroline is also a dedicated employee of ACA Travel Agency. However, she has
to do a weekend shift on Saturday. However, she can go out in Saturday as her
shift is fixed up to 5 pm.
Kim Li has a restaurant but she likes to come early in the office. I give her the shift
of 6.30 to 7.00 in the morning so that she can do both the job simultaneously.
Task 17 Maintenance and Evaluation of Staff Roster and Records 4 Marks
It is imperative to keep employee’s records within the organisation andmaintain accuracy of
information to avoid penalty or infringement notice due topossessionof incorrect information
of employees. Formore information, visit www.fairwork.gov.au
Your task is to provide written information of the following questionnaires: (2 Marks for each
questions)
a) Outline what records must be kept and how you would maintain staff records? /1
My principle aim was to make a 24*7 office hours so that the customers can get
benefits. Moreover, the problems and requirements of the employees also kept in
mind. Therefore, I set the roaster in such a way that everyone from the customers to
the employees would be benefitted. In fact, there is no such time before 11pm when
the office will be vacant so that it would deliver a good message to the customers
about our dedication towards them.
b) Who would you consult with regarding the roster and how can you ensure that it has
been effective?(List names/ positions of those who require this information) /1
Before going to set the roaster I have consulted with the higher management, that is,
my senior store manager and the Owner managers as well. I gave them the purpose
and the objectives before planning the roaster and they gave me the leverage to go for
it.
c) State who can access these records in ACA Travel Agency? /1
Only the higher management that means the owner managers and the store
department can access the records. However, to keep a transparency every week we
share the roaster with the employees through MS-Excel so that they will also get the
information.
d) Outline how, through discussion with the above-mentioned people, the roster
development processes may be improved and what appropriate action would you
takeaccordingly? /1
It will be better if we share the objectives and visions of the company with the rest of
the employees. In my opinion, only Kerry and Caroline may have any problem
because they like to do job only on week days. However, we have no other options
but provide her an alternative weekend job. As they are part of a team and also
experienced enough it is also their responsibility to take it maturely.
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Reference
Fair Work Ombudsman. 2018. Welcome to the Fair Work Ombudsman website. [online]
Available at: https://www.fairwork.gov.au/about-us/our-role [Accessed 30 Jul. 2018].
Farooq, M.B. and de Villiers, C., 2017. Telephonic qualitative research interviews: when to
consider them and how to do them. Meditari Accountancy Research, 25(2), pp.291-316.
Law, R., Leung, R., Lo, A., Leung, D. and Fong, L.H.N., 2015. Distribution channel in
hospitality and tourism: Revisiting disintermediation from the perspectives of hotels and
travel agencies. International Journal of Contemporary Hospitality Management, 27(3),
pp.431-452.
Lucht, T., 2015. High on passion, low on pay: Women’s job satisfaction at Iowa
newspapers. Newspaper Research Journal, 36(4), p.426.
Swider, B.W., Zimmerman, R.D. and Barrick, M.R., 2015. Searching for the right fit:
Development of applicant person-organization fit perceptions during the recruitment
process. Journal of Applied Psychology, 100(3), p.880.
Van Meurs, F., Planken, B., Korzilius, H. and Gerritsen, M., 2015. Reasons for using
English or the local language in the genre of job advertisements: Insights from interviews
with Dutch job ad designers. IEEE Transactions on Professional Communication, 58(1),
pp.86-105.
Yu, K.Y.T., 2014. Person–organization fit effects on organizational attraction: A test of an
expectations-based model. Organizational Behavior and Human Decision
Processes, 124(1), pp.75-94.
Appendix 1: Applicants Résumés
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T-1.8.1
Résumé 1: Tony Baldwin
Tony L. BALDWIN
1234 Main Street, Sydney, NSW XXXX,
[e-mail]
PROFILE
A dynamic, results-oriented Travel Senior Consultant Manager offering focused leadership
to drive sales and profitability in highly competitive markets.
Consistently achieves performance goals through enthusiasm, tenacity and
initiative, which complement knowledge/expertise in :
o team building/staff training
o purchasing/inventory management
o quality assurance/control
o rostering
o facilities/safety management
o customer service/guest relations
o cost containment/control
o policies and procedures development
o continuous performance improvement
o Noted for outstanding communications skills, both with customers and staff;
resolve problems quickly and equitably to ensure happy customers and
happy employees.
o Staff performance management including annual performance appraisals
o Intermediate Japanese conversation skills
o Volunteer with Mission Australia – Refugee work migration program
Computer skills:
o MS Word, Excel and PowerPoint
o POS systems including the Maitre’D POS system
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EXPERIENCE
The AADC Travel & Cruise Agency, Broadmeadows, July, 2014–Present
[SpecialisedTravel Agency in business travel ]
Manager
Employ an efficient, high-energy and professional approach to store operations
management in order to:
o balance service with costs to ensure profitability
o promote guest satisfaction to steady repeat business
o coach/schedule servers to maximum levels of performance
o Making arrangement for visa, hotel accommodation, safaris, and outdoor
adventures
o Calling clients and informing them about the next shipping schedules and
making their booking
o monitor for consistent sanitation, food quality and presentation
o purchase/control inventory with attention to budget guidelines
o Contribute to store's recognition as most profitable in 41-store chain,
maintaining gross profit at 48%.
Involved in special projects:
o Initiated three-month in-house customer service contest for clients, servers
and hosts to effect continuous improvements in service scores.
o Introduced a promoting and marketing seminar for cruising, strengthening
knowledge of offerings, which dramatically increased cruise sales.
CHILI'S GRILLE, Forest Grove, QLD, August 2013–July 2014.
[Casual dining bistro; seating for 60; 22 staff
Assistant Manager
Directed general restaurant operations, monitoring food quality and staffing requirements
to ensure a positive dining experience for every guest.
EDUCATION
Sydney University
Bachelor Hospitality and Business Management; minor: Business Administration
Course work included:
o Food Science and Nutrition
o Cooking and Dining Room Service
o Café operations and management
o Small business management
o Staff management.
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Résumé 2: Jenny Dunne
Jenny Dunne
435 Gite St, Nuwamba, Glebe, NSW YYYY
0403 549 5454
PERSONAL SUMMARY
I’m an enthusiastic manager with ambition, determination and a proven track
record in running small independent business efficiently and profitably. I have
extensive knowledge of the provision of fine dining, working practices, recruitment,
training of hospitality staff to meet customer service standards, pay, conditions of
employment and diversity issues.
Now looking for a new and challenging managerial position, one which will make
best use of my existing skills and experience.
EDUCATIONS
Diploma in Travel and Tourism ( 2013)
WORK EXPERIENCE
Hilton Travel Consultancy
MANAGER April 2014 – Present
Managing a high volumetravel agency& improving all controllable costs thereby
maximising financial performance. Also responsible for effectively managing and
leading the restaurant team to provide excellent service.
Duties:
Ensuring the highest standards of daily operational management, sales
development staff and financial management. Ensuring Health & Safety including
workplace hygiene procedures & standards are maintained. Responsible for
recruiting, training & developing travel retail staff. Planned itineraries for travelers,
scheduled travel plans and maintained good relationships with clientsDealing with
and resolving customer complaints. Liaising with the Owner to discuss and develop
new seasonal bookings and promotions. . Overseeing client bookings &
reservations for all forms of travel e.g. air, road and water. Organising the daily and
weekly rosters for staff. Purchasing stock, supplies and negotiating best prices with
trade suppliers.
KEY SKILLS AND COMPETENCIES
Strong motivational and influential people skills. Extensive and relevant knowledge
of good destinations, adventurous trips and food and wine. An eye for detail.
Experience of managing people and driving business performance.
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Résumé3: Margaret Smith
Margaret Smith
75 Tisah Ave, Castlehill, NSW 3049
0454 454 444
OBJECTIVE
Looking for a position of Travel Agency Store Manager utilising my natural ability to
lead personnel and skills in managing in retail.
PROFESSIONAL QUALIFICATIONS
• Over six years of experience working as a retail Store Manager for Morocco Ware
• Highly skilled in providing supervision and support to staff
• In-depth knowledge of ensuring a professional level of customer services
• Hands-on experience in stock control
Experience in arrangements in personal cruise consultancy
LEADERSHIP
• Ability to manage multiple priorities
• Strong leadership and motivational skills
• Self-directed
• Excellent customer services skills
• Extensive experience in staff and sales training
KEY ACCOMPLISHMENTS
• Collaborated efforts with all branches of Morocco Ware to ensure uniformity of
services provided
• Increased customer satisfaction by 33% by introducing new deals of lines and
providing training support to staff
WORK EXPERIENCE
August 2006 – October 2012
Morocco Ware – New Castle
• Ensure delivery of budgeted sales and sustained growth
• Champion customer service standards
• Optimise stock availability
• Assign staff shifts
AVAILABILITY
Available evenings.
EDUCATION
High School Diploma – 2005
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Résumé 4: Niraj Singh
Niraj Singh
2533 Horizon Circle, Ryde, NSW 3856
[e-mail]
Carer Objective
To further enhance my skills and develop a sales-orientated, high achieving team
within a well-established organisation.
Achievements
Over 8 years of experience in travel agency work in a high volumetravel
environment.
 Sound knowledge of experiencing in managing retail travel agency, supervising
teams and working as ticketing agents planning and food and beverage
equipment and operations.
 Proficient in all aspects of travel preparations booking and planning
Considerable experience supervising teams and working in fast-paced settings
Adept at using the Galileo Computerised Reservation System and related software
 Ability to identify customer needs and identify available travel deals
 Proficient in the use of industry standard software applications
Excellent customer service and communications skills
 Demonstrated ability to identify and resolve all conflicts within a team.
 Available to work flexible hours including weekends and holidays.
 Excellent customer service and presentation skills.
 Demonstrated skills and knowledge in planning and running of effective café
procedures.
 Proficient with POS systems and MS Office Suite.
 Awarded manager of the year three times in a row for outstanding team
achievements.
 Proven track record in meeting and exceeding KPIs.
Professional Experience
Store Manager – Compass Group, Sydney, NSW
October 2012–Present
Oversees supervisors and servers in agency to ensure efficiency and productivity.
Trains new employees in managing travel work and conducts improvement
programs for employees.
Scheduled trips and prepared travel itineraries for clients.
Established and maintained solid client relationships.
Processed invoices and ensured prompt handling of client payments.
Maintained inventory of travel information and updated website.
Dealt with booking and ticketing issues as necessary.
Reviews performance and provided counselling to personnel if required.
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Monitors all customer complaints and initiated steps to resolve it efficiently.
Prepares departmental schedules and payrolls for employees on a weekly basis.
Develops and maintained cash control procedures.
.
Assistant Travel Manager – Jazz Travels, Melbourne, VIC
August 2008 – September 2012
Planned itineraries for travelers, scheduled travel plans and maintained good
relationships with clients.
Managed working of related equipments in facility, performed troubleshoots on
equipments and repaired it accordingly.
Monitored supply inventory, verified receipts of resources ordered and placed
purchase orders.
Coordinated with clients and determined destination and travel dates in according
to finances.
Scheduled travel for customers confirmed its booking and issued appropriate
tickets.
Organized all documents required for outbound travel.
Assisted in getting all refunds for travel documents
Cafe Supervisor – Tullamarine Airport Bar and Bistro, Tullamarine, VIC
May 2006–July 2008
Administered day-to-day activity of cafe and supervised efficient working of staff.
Monitored café on regular basis and ensured compliance to all sanitation and
safety standards for guests.
Ensured optimal level of food quality at all times and determined food standards to
be served to guests.
Maintained an inventory of food products and ensured no shortage in raw
materials.
Participated in various meetings, analysed problems and recommended resolution.
Performed regular checks on staff uniform and ensured compliance to manuals.
Education
Certificate IV in Training and Assessment (TAFE, 2016)
Diploma of Hospitality Management ( NMIT, 2010)
Bachelor's Degree in Addiction Counselling (La Trobe, 2005)
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Résumé 5: Sandra Hussain
Sandra Hussain
415 Stratford Park, North Sydney, NSW 3001
0435 354 343
[e-mail]
OBJECTIVE
In search for an opportunity maximise sales, improve business operations and
develop an effective team.
ACHIEVEMENT OVERVIEW
Strong knowledge administering travel programs
Strong analytical skills.
Active member Oxfam Fairtrade Travel Campaign.
Cultural and Education officer for the Victorian Somali Community Inc.
Knowledge of industry and current market trends.
Extensive knowledge in Cruise booking
Excellent management experience within the travel and tourism environment.
Demonstrated capability to meet and exceed targets.
Won best employee small business award for McJoe Trips Agency three years in a
row, previous one year came runner’s up.
Sound experience in training, mentoring and coaching staff.
Developed induction and sales program for McJoe Trips Agency
PROFESSIONAL EXPERIENCE
Travel Manager, January 2012–Present
McJoe Trips Agency, Mascot NSW
Responsibilities
Manage the daily operations and budgets for the agency.
Ensure all operations are consistent and precise in accordance with the agency’s
culture, policies and procedures.
Solely responsible for one-stop international and domestic cruise booking service
Provide world-class quality and customer service.
Recruit and trained travel agents for the cafe.
Performance management and skills-gap training.
Devise and develop programs to generate sales and clients’ loyalty including
induction program.
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Devise and implement coaching program.
Stock control.
Cafe Assistant Manager, May 2010 – December 2011
Barnes Cafe, San Diego, CA
Responsibilities
Managed apprenticeship program (6 apprentices).
Provided high level of customer service at all points of contact.
Trained staff on quality of customer service, proper portioning, cashier skills, and
sanitation.
Entered daily/ weekly sales reports into the system.
Was awarded best local team by city council.
EDUCATION
Diploma in Business Management 2011
Certificate IV in Small Business Operations, 2010
Master’s Degree in Hotel and Restaurant Management, 2009
Bachelor of Hospitality, 2008
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Appendix 2
Role Play Marking Guide
Task 7: Role Play of Interview Session – Evaluation
Description of Role Play Marks Marks Achieved
Introduction
Was the employer able to build rapport with the staff member? 2
Body
Did the employer demonstrate active listening through taking
notes, maintaining eye contact or repeating key
pointsrepresented by the candidate?
1
Were the questions /comments asked in the interview
appropriate to the job description?
2
Did the interviewer allow appropriate time for the candidate to
answer the questions effectively and investigate performance
problems?
1
Discuss 2 ways the communication skills in the
appraisalprovide effective support and motivation to the team
and the team member toovercome the communication barriers
between the variety of employees
4
Was there a variety of questions/comments asked by the
interviewersuch as open, closed, behavioural, skills based)?
1
Was the interviewer able to discuss possible solutions with the
employee?
2
Conclusion
Did the interviewer allow the candidate time to ask any
questions and were the answers appropriate?
2
Total Marks = /5
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Task 9 : Role Play of Team Briefing– Evaluation
Learning Outcome Marks Allocated Marks received
Team Briefing
Introduction brief and discussion on recruitment
background, justification & selection process
2
Explain and discuss job description contents and desired
outcomes of the interview session to the audience
2
Communicate selection recommendations and decision
made on selecting the appropriate applicant and validation
2
Delivery style of the information presented, accuracy and
summarise key concepts and ideas
1
Verbal and non-verbal communication used 1
Discussed and debated ideas and arguments with audience 2
Total Marks 10 = /5
Appendix 3
Meet the Staff for the Development of Roster
Task 15 and Task 16
Kerry:
I prefer not to work any nights as I attend pottery classes after work during the week. I
prefer to work 9:00am -5:30pm Monday – Friday.
Caitlin:
I have been in this company for more than 3 years and always work Monday to Friday
8:00am – 5:00pm. I don’t do weekends and I don’t do nights. I hope Anna doesn’t expect
me to change my shifts. I have young children at home and it is important for me to spend
time with the kids.
Bill:
I’m not really a morning person so prefer to work the late shift all the time. I usually go out
most nights so really need to be able to get some sleep.
Mathew:
I am new here, started 4 weeks ago and think I will be picked to do the weekend shifts,
which I really hate! I am new and young and don’t know how everything works. I also play
in the State Cricket Team on Saturday afternoons.
Noah:
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As part of my religion I am involved in religious ceremonies with my
family on a Friday afternoon to Saturday evening. It is against my religion to work from
sunset Friday to sunset Saturday
Sam:
I am a single mum and really need to leave work by 4:00pm so I can pick up my son from
school. I can work Monday – Friday but won’t be able to do weekends as there is nobody to
look after my son.
Caroline:
Well, I have been working here for 4 years. I really don’t see why I have to work weekends.
Let the old people do it.They don’t have a social life like I do!
Kim Li:
My husband and I own a Vietnamese restaurant business which is open 7 days a week. I
have to leave work at 4:00pm every day at the latest so that I can get to my restaurant and
prepare everything for the evening. I don’t mind starting early, but can’t do weekends as my
restaurant is too busy.
Appendix 4
Task 15 ACA Staff Roster Template
TIME Mon Tues Wed Thurs Fri Sat Sun Total
Hours
Start
Time
Meal
Break
Finish
Time
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