SITXHRM004 Report: Staff Recruitment, Selection, and Induction Process

This assignment solution for SITXHRM004 focuses on the processes of recruiting, selecting, and inducting staff. It includes a position acquisition form, meeting minutes discussing job descriptions and selection criteria, a revised job description for a Customer Service Manager, and the development of selection criteria. The document outlines the stages of the recruitment process, including advertising, screening, and interviews, detailing the composition of the selection panel and interview techniques used. It also features sample interview questions with scoring. Furthermore, the assignment provides a sample job advertisement and the criteria for candidate selection. The report offers a comprehensive overview of the steps and considerations involved in effectively managing the recruitment and induction of new staff members.

SITXHRM004
Recruit select and
induct staff

Contents
MAIN BODY..................................................................................................................................1
PART 1........................................................................................................................................1
Task 1.......................................................................................................................................1
Task 2.......................................................................................................................................2
Task 3.......................................................................................................................................8
Task 4.....................................................................................................................................10
Part 2..........................................................................................................................................14
Task 1.....................................................................................................................................14
Task 2.....................................................................................................................................15
Part 3..........................................................................................................................................17
Task 1.....................................................................................................................................17
Task 2.....................................................................................................................................21
REFERENCES..............................................................................................................................24

MAIN BODY
PART 1
Task 1
Position Acquisition Form Details
Department: Customer services
Position Title: Customer services manager
Number of Positions
& reason for hiring:
1 and the main reason behind initiating this recruitment drive is
because of the previous manager duly retiring
Department
Manager:
The HR manager
Advertisement Details:
Advertisement: The main sources of advertisement that should
be used for this recruitment drive are video
messaging along with use of social media to
attract more candidates
Position Information
Expected Salary: $10000 per month
Position Type Casual Temporary Full-Time
Specific Duties  Maintaining productive business relationships
 Preparing effective reporting process for the
company
 Spearheading quality control and improvement
initiatives
Any suggestions for selection criteria
1

The selected candidate should be proficient in managerial working and day to day office
work handling. They must possess key acumen related to handling customer complaints and
dealing with inconveniences with the public related to the experience with the company. Added
knowledge or experience regarding quality control or operations management will also be a plus.
Approval
 Approved By: HR manager
 Sign:
 Date: 25/6/2022
Task 2
Meeting minutes
A meeting with the HR manager was held regarding the proposed job description and
selection criteria before seeking approval for the recruitment drive and the major details have
been highlighted below via the recorded meeting minutes.
MEETING MINUTES
Meeting started at 09:30 AM sharp
DATE: 26/6/2022 TIME: 9:30 AM
LOCATION The company
boardroom
MEETING
TYPE
Official meeting
MEETING CALLED BY The HR officer TIME KEEPER The HR officer
SCRIBE The HR manager
ATTENDEES The HR manager and the HR officer
OTHER PRESENT Operations manager, the HR department
ABSENTEES The HR assistant and junior HR manager
2

Main points discussed
 The proposed job description for the position of customer services manager
 The chosen selection criteria for the candidate
 The choice of advertisement involved in the recruitment process
Decisions taken
 The JD which was prepared for the job needed some revision as some key duties and
responsibilities of the job position were missing
 The selection criteria needed to be more specific as the candidate being selected is in
charge of very important organizational duties
 The suggestion to run video messaging as advertisement of choice was rejected by
the HR manager and instead, use of print media advertising was chosen as the way
forward
Documents provided / Circulated
 The company’s policies and procedures regarding recruitment
 The company’s vision, mission and value statement
 The prepared job description
 The proposed position acquisition form
Next meeting
The next meeting has been scheduled to take place next week and will highlight the quality
of recruitment drive that took place for the position of the customer services manager along with
the candidates which have been finalized on the basis of the selection criteria.
Job Description
3

A revised job description has also been prepared in relation to the job opening which has
undergone revision to make the responsibilities clearer which are listed herein.
Position Title:Customer Service Manager
Department: Frontline Management
Department Function: Support the organisation’s strategic directions by providing a
professional, transparent client centred service.
Position Function: Establish and maintain an efficient and effective process for liaison,
relationship development & quality assurance with all stakeholders.
Reports to: CEO
Supervises: 11 staff
Responsibilities
1. Build and maintain productive business relationships with key stakeholders to ensure
cooperation and smooth service delivery.
Frequency: Daily
Performance Measures:
 Feedback
 Participation in stakeholder meetings
2. Coordinate meetings in relation to operational planning for services
or projects.
 Prepare agendas
 Invite participants
 Collate & prepare reports
 Develop action plan & monitoring processes
 Make recommendations to key stakeholders in relation to operational matters
Frequency: Monthly
4

Performance Measures:
 Feedback
 Number of meetings
 Participation of key stakeholders in meetings
 Action plans in place
 Milestones met
 Time to serve
 Cost to serve
3. Develop an efficient and effective reporting process.
 Liaise with key stakeholders to determine reporting requirements
 Collate reports & identify points of relevance for specific stakeholders
 Report on Quality Assurance performance for each service area
Frequency: Monthly
Performance Measures:
 Accuracy & timeliness of reports
 User feedback
4. Implement quality assurance and continuous improvement
initiatives.
 Identify best practice delivery and support processes for service areas
 Assist in development of solutions
 Monitor, review and assess new initiatives
 Monitor work practices & implement ongoing improvements to ensure safe work
practices
Frequency: As required
Performance Measures:
 Number of new initiatives implemented
 Stakeholder response to new initiatives
 Industry benchmarks
5

5. Manage the day to day operations of the department
 Plan and allocate work
 Monitor service delivery & staffing rosters Performance Measures:
 Feedback
 Client satisfaction
 Ensure adequate level of resources to support operational priorities
 Monitor and manage staffing related issues
 Conduct performance reviews & identify training & development needs
Frequency: Daily
Performance Measures:
 Adherence to operational procedures
6. Assist in the development & implementation of policy & guidelines in relation to the
provision of quality assurance & strategic directions.
 Interpret relevant legislation & provide advice
 Regularly review existing policies and procedures Frequency: As required Performance
Performance Measures:
 Adherence to policy
 Accuracy of policies and procedures
 Stakeholder Feedback
7. Professional Development.
 Continuously look for ways to enhance own knowledge and learning
 Actively participate in professional development activities to ensure own knowledge and
skills are kept up to date
 Contribute to the development of a positive & productive team environment
 Provide ongoing professional development opportunities for all staff to comply with
national standards and security legislation
Frequency: Ongoing
Performance Measures:
6

 Participation in learning & development activities
 Staff satisfaction
 Staff capability to perform operational & strategic activities
8. Hiring and training new customer service agents
 Recruiting for the positon of customer service executives
 Tracking the professional progress of individuals working in the customer service
department
 Managing the performance of the customer service department of the hotel chain
Frequency: Depending on requirement
Performance measures:
 Employee performance management
 Key KPI’s related to customer satisfaction and engagement
Selection criteria
The selection criteria were also developed further and presented in front of the people
who attended the meeting and the final selection criteria has been submitted below to the senior
management.
Educational requirements
Graduate with at least 1 year of experience in a relevant business area
Preferences:
 Past work experience in the field of operations management or customer service
 Proficient in working with other departments
 Experienced in handling large scale projects
Skills required:
 Communication (both verbal and written)
7

 Project management skills
 Analytical thinking and problem solving skills
 Man management and customer grievance handling
Task 3
In order to move ahead with the recruitment drive for the purpose of hiring the customer
services manager, the selection process will include multiple stages which are designed in order
to filter out the best possible candidates. Some of the major stages which are included in the
selection process are as follows.
 Online and offline advertising through print media along with marketing on sites such as
LinkedIn and Indeed to receive mass number of applications
 A preliminary screening process which will filter out all the candidates which do not
possess the minimum qualification levels or degree of skill polishing required
 The remaining applicants will be then subjected to a preliminary interview process which
will give an initial estimate of the competencies and skill level possessed by them
 Then a final interview process will be subjected to select the best possible candidate
The selection panel will consist of various people belonging to separate field of business
administration such as the human resource manager, the operations manager along with the ex-
customer service manager who is on the verge of retirement as his input is very valuable. This
selection panel will enable the analysis of candidates from a diverse point of view.
The interview techniques which will be utilized are also given below in context of the
candidates being analysed and selected on the basis of the selection criteria.
 Behavioural interviews to judge the personality and attitude of the candidate along with
his communication skills
 Stress interviews to judge the spontaneous speaking skills and domain specific
knowledge of the candidate
8

Some of the questions which will be asked to the candidates along with the weightage has
been explained herein.
Job title: CUSTOMER SERVICES MANAGER
Date and time of interview: 28/6/2022
Selection panel: HR, Operations and ex-Customer Service manager
Applicant:
Question
Categories
Questions Applicant’s responses Weight
(1-2)
Score
(0-5)
Total
Work history/
Education and
Training
1. Where did you
previously work
before applying to
this company?
I have worked at an IT firm
before working in the
project management
department
1 3 3
2. Have you pursued
some extra courses
or attained other
training?
I have not pursued any
major training or extra
courses
1 1 1
Personality,
motivation and
character
3. Name one
experience at your
past job or
internship where
you overcame a
difficult situation
I got caught in a major
deadline and multitasked 3
different projects and got
them all done on time
2 4 8
9

Customer
Services Skills
Especially
Customer
Complaint
Handling skills
4. How do you start
your conversation
with a new lead on
the phone ?
I start off with greeting
them and offer my
gratitude then ask for their
input
1 3 3
5. Have you ever
handled customer
complaints
before?
I have dealt with such
complaints as many people
had server issues with our
software
2 3 6
Total score (skills and knowledge) 21
Task 4
Job Title: Customer service manager Date: 30/6/2022
Brief Description of Organization
 A major group of hotel chains under an international brand
 Highly acclaimed hospitality firm spread all over Australia
 Pioneering the way people are serviced for 15 years with more than 20 hotels across 5
major global locations
Job Summary:
 Duties or essential job functions
 Building positive relationships with customers and within business departments
 Undertaking cross departmental projects built around improving customer experience
 Developing an effective reporting process and chairing meetings for operational planning
 Other functions and responsibilities
10

 Recruiting and training customer service executives Handling customer grievances and streamlining the complaint registration and resolution
process
Salary/estimates: $10000 per month
Conditions of Employment: The daily working hours will be clocked at 8 hours for 6 days a week
and will be non-negotiable. The company also follows a strict formal dress code for all 6 working
days
Selection Criteria
1. Qualifications and Experience: Graduate with 1 years of experience
2. Qualifications and Experience: Post graduation is business administration with 4 years of
experience preferably in project management or customer relationship management
How to apply You can apply online via the company website and in case of any query, follow the
instructions given on the website or dial the numbers given You can contact 1234567890 for offline applications and submit details and ask any other
queries on this number
References and document required to submit
 Educational certifications of secondary and senior secondary education
 Proof of graduation and post-graduation if applicable
 Birth certificate and proof of nationality
 Proof of all extra courses and trainings done
 Evidence of past work experience in form of offer letter and salary slip of last 3 months
Closing date & timeframe
The applications will be accepted both online and offline till 12/7/2022 and will be closed
thereafter with no relief or extra dates provided
On the basis of the above drafted advertisement, the following lists of candidate were selected
after the process of preliminary screening filtered through the weaker candidates.
11

Tom
Jone
s
Has
diploma in
hospitality
managemen
t
Has 6
years of
experienc
e
Managing
a team of 3
people
only for
the last
few
months
teams
Basic IT
skills
Good
Communicatio
n skills
Didn’t
cover this
in the
resume or
cover letter
Davi
d
Cohe
n
Has degree
in
hospitality
managemen
t
Has 8
years of
experienc
e
Managed
team of
20 staff
Completed
several IT
workshops
and
familiar
with
Hospitality
softwares
Strong
communicatio
n skills with
the ability to
prepare
complex
reports and
provide
excellent
customer
service
Handled
several
projects
successfull
y on time
and within
budget
Lisa Lee Has
business
degree with
two
hospitality
subjects
Has 10
years of
experience
Managed
team of
15 staff
Strong IT
Skills and
more than
10 years of
experience
using
hospitality
IT
programs
High level
communicatio
n skills with
the ability to
exceed
established
customer
service
standards
Completed
more than
50 projects
successfull
y
Jame Has Has 5 Supervises Basic IT Good Very
12

s
Cain
overseas
qualificatio
n
in
hospitality
managemen
t
years of
experienc
e
2 staff skills communicatio
n skills.
limited
informatio
n provided
Alfio
Mus
u
Has
diploma in
hospitality
managemen
t
Has 6
years of
experienc
e
Managed
a team of
5 people
Experience
in using
word,
PowerPoint
and internet
Good
communicatio
n skills
Didn’t
cover this
in the
resume or
cover letter
Rober
t
Smith
Completed
commercia
l cookery
qualificatio
n
Has 5.5
years of
experienc
e
Manage
d team
of 5
people
Completed
training in
Hotel
Managemen
t
Software
Good
communicatio
n skills.
Very
limited
informatio
n provided
Part 2
Task 1
The above selected candidate will now be filtered with the help of a selection matrix on
the basis of a selection matrix.
Shortlisting Matrix
Date: 14/7/2022 Position Number: 1
Branch/Section: Customer service
department
Position Title: Customer Service Manager
13

Selection criteria
A. Degree/Diploma in Hospitality
Management, Business administration
or operations
D. Computer literate
B. More than 5 years of experience in
similar role
E. Proven skills in communication and leadership
C. Experience in managing teams F. Proven ability to meet deadlines
Applicant Name Score for each selection criteria Overall assessment
A B C D E F
Tom Jones HS HS NS NS S NS Unsuitable
David Cohen HS HS HS HS HS HS Suitable for interview
Lisa Lee HS HS HS HS HS HS Suitable for interview
James Cain HS HS NS NS S NS Unsuitable
Alfio Musu HS HS HS NS S NS Suitable for interview
Robert Smith NS HS HS HS S NS Unsuitable
Scale Description
Highly Suitable (HS) Selection criteria assessed as highly suitable.
Suitable (S) Selection criteria assessed as suitable.
Unsuitable (NS) Selection criteria assessed as unsuitable.
Shortlisted candidate
for interview
David Cohen, Lisa Lee and Alfio Musu
An interview schedule has also been prepared in order to properly undertake a thorough
analysis of their character and competencies which has been listed herein.
 The timing of the interview is scheduled to be at 11:00 AM on 18/7/2022 and will focus on
behavioural and stress interviewing
 The questions will be based on the position being offered and the domain specific knowledge
of the candidate along with questions about their personality and personal life
14

 The replies of the candidates will be recorded in the form of notes for further reviewing post
interview
 There will also be a closing statement based on the experience delivered by the candidate
during the interview
Task 2
On the basis of the above conducted selection matrix, two separate e-mails were drafted
to inform successful and unsuccessful candidates regarding their decisions. These e-mails are
provided below as a form of evidence.
E-mail to selected candidates
From [e-mail]
To Davidcohen19, lisalee1993, alfio6545
Cc [e-mail]
Dear candidate,
You will be glad to know that you have successfully passed the set parameters for selection
which have been put in place by our company and have received the opportunity to attend the
official final interview for the post of customer service management. This interview will be held
on 18/7/2022 and you are expected to show up at 11:00 AM sharp to continue with the
proceedings. We wish you the best of luck!
Regards
HR department, International Hotel Group
E-Mail to failed candidates
15

From [e-mail]
To Tomjones, jamescain, robertsmith
Dear candidate,
We regret to inform you that your candidature has been deemed unsuitable for the duties and
responsibilities demanded by the position of customer services manager in our company and
therefore, your job application will not be considered further at this moment of time. We hope
you take this information in high spirits and wish you all the best for the future.
Regards
HR department, International Hotel Group
The record keeping which will be initiated throughout the recruitment and selection
process will be duly adhering to the company policy with leaves no place for any sorts of bias
and does not conform to any form of harassment or discrimination. All the candidate
information, the data collected from interviews and their backgrounds checks along with
references will all be stored as part of company information.
Part 3
Task 1
On the basis of the above information, a healthy interview environment has been
prepared which have duly included the following measures and collaterals.
 Arrangement of chairs in the interview room and proper arrangement of table so that the
candidate directly faces the selection panel from all sides of the room
 All the necessary documentation has also been prepared to be at hand for the interview which
will include educational details and all the major certifications of all achievements and extra
courses done.
The 3 candidates were all duly interviewed and the entire interview experience has been
listed herein.
16

Job title: CUSTOMER SERVICES MANAGER
Date and time of interview: 28/6/2022
Selection panel: HR manager, HR assistant
Applicant: David Cohen
Question
Categories
Questions Applicant’s responses Weight
(1-2)
Score
(0-5)
Total
Work history/
Education and
Training
1. Where did you
previously work
before applying to
this company?
I have worked at an IT firm
before working in the
project management
department
1 3 3
2. Have you pursued
some extra courses
or attained other
training?
I have not pursued any
major training or extra
courses
1 1 1
Personality,
motivation and
character
3. Name one
experience at your
past job or
internship where
you overcame a
difficult situation
I got caught in a major
deadline and multitasked 3
different projects and got
them all done on time
2 4 8
Customer
Services Skills
Especially
4. How do you start
your conversation
with a new lead on
I start off with greeting
them and offer my
gratitude then ask for their
1 3 3
17

Customer
Complaint
Handling skills
the phone ? input
5. Have you ever
handled customer
complaints
before?
I have dealt with such
complaints as many people
had server issues with our
software
2 3 6
Total score (skills and knowledge) 21
Job title: CUSTOMER SERVICES MANAGER
Date and time of interview: 28/6/2022
Selection panel: HR Manager, HR assistant
Applicant: Lisa Lee
Question
Categories
Questions Applicant’s responses Weight
(1-2)
Score
(0-5)
Total
Work history/
Education and
Training
1. What are your
educational
qualifications?
I have two separate degrees
in the field of business and
hospitality management
2 4 8
2. Have you pursued
some extra courses
or attained other
training?
Yes I have key skills
related to operations and
project management which
shows in my achievement
of completing 50 projects
successfully
1 4 4
Personality, 3. How proficient are I have a vast experience of 1 4 4
18

motivation and
character
you with
computers and IT
technology?
more than 10 years in
administering and
operating hospitality based
IT applications
Customer
Services Skills
Especially
Customer
Complaint
Handling skills
4. Have you
managed people
under you before?
If so then how
many?
I have worked in a high
profile It department in my
previous company and used
to manage a team of 15
people
2 4 8
5. Have you ever
handled customer
complaints
before?
Yes and I have had a great
track record in satisfying
their queries and
completing such projects
on time
1 4 4
Total score (skills and knowledge) 28
Job title: CUSTOMER SERVICES MANAGER
Date and time of interview: 28/6/2022
Selection panel: HR Manager, HR assistant
Applicant: Alfio Misu
Question
Categories
Questions Applicant’s responses Weight
(1-2)
Score
(0-5)
Total
19

Work history/
Education and
Training
1. What are your
educational
qualifications?
I have completed my
diploma in hospitality
management
2 3 6
2. Have you pursued
some extra courses
or attained other
training?
Yes I have completed
some courses in IT
technology and use of
hospitality applications
1 3 3
Personality,
motivation and
character
3. How proficient are
you with
computers and IT
technology?
I have mastered the use of
basic IT applications such
as PowerPoint, MS Word
and basic use of internet
1 3 3
Customer
Services Skills
Especially
Customer
Complaint
Handling skills
4. Have you
managed people
under you before?
If so then how
many?
I have managed a team of 5
people in my previous job
in the operations
department
2 3 6
5. Have you ever
handled customer
complaints
before?
Yes as I pride on my
excellent communication
skills which have been
polished through 6 years of
industry experience
1 4 4
Total score (skills and knowledge) 22
The results of the above conducted interviews were also duly discussed with the selection
panel keeping in mind the company policies related to EEO and anti-discrimination. The panel
agreed that both David and Alfio were great candidates but lacked the x-factor and confidence
along with credentials which were displayed by Lisa Lee. By hiring such a competent woman
whom was completed more than 50 high profile projects in the field of hospitality and customer
service, the brand can gain a good executive and gain more gender diversity in the workforce.
20

Task 2
A reference form has been attached to an official e-mail which has been drafted to the HR
manager for the filling of the form. The completed form which has been replied back by the
manager has been developed below.
Reference Check Form
Applicant’s Name: Lisa Lee
Referee’s Name: Xyz
Relationship to Applicant: Team leader at her previous job
Period of time known to Referee:2 years
What were the main responsibilities of the applicant’s previous position?
 Managing a team of 15 people in the hospitality division’s IT department
 Handling the firm’s proprietary IT software and managing lead generation
 Drafting a proper reporting process and chairing weekly operational meetings
What were the applicant’s main achievements whilst working for you?
 She successfully completed more than 20 projects for our company
 She developed a highly proactive team with decorated candidates under her tenure
 She had the company’s highest rate of customer satisfaction
What areas for improvement did you identify in the applicant’s work?
 Some of her subordinates complained of unruly behavior
 She struggles with critical thinking and depends upon her subordinates for problem solving
Please comment on the applicant’s skills in the following areas:
Communication Skills: She communicates very well and her way of talking with customers
leads to high degree of satisfaction and she treats her team mates with utmost professional
behavior
Project management: She has boasted an impressive track record when it comes to competing
high profile projects and is an expert in this field.
21

Are there any other comments you would like to add?
She will bring value to any company which hires her and her dedication to satisfy deadlines and
keep her clients satisfied will make her excel in major managerial positons if given a due chance
Completed By: XYZ
Date: 26/7/2022
Task 3
A selection report has been prepared herein in regards to the candidate being hired.
Selection Report
Date: 27/7/2022
Position Number: 1
Branch/Section: Customer service department
Position Title: Customer Service Manager
Selection Panel: HR manager and HR officer
Advertising Media:Print media along with digital marketing
Selection Process Preliminary screening, selection criteria matrix which was followed by a final
interview and panel discussion
Candidates
Interviewed
and findings
Tom Jones, David Cohen, James Cain, Lisa Lee, Alfio Musu and Robert
Smith. It was found that David, Lisa and Alfio were far more suitable when it
comes to being suitable for the position
Selection
Panel
Recommendation
The panel recommended to focus on candidates which displayed practical
capability to handle high profile projects and had great experience in the field
and of managing people
Panel Approval The panel approved the hiring of Lisa Lee as she ticked all the boxes needed
in a competent customer service manager
22

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23

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