Recruitment For Customer Service Manager At International Hotel Group

Job Description and Requirements

Discuss about the Gender Bias in Recruitment and Selection.

The international hotel group is owned and financed by a large consortium of international business experts and several large investment companies and it has capabilities for expansion due to its strong Financial position. Its Head office is in Melbourne Australia. Being a recruitment manager, I was informed that the hotel required a customer service provider because the current manager was retiring in three months’ time. As a formality I met with the senior Human Resource Manager   to seek consent regarding the following :  his approval to fill the position, the deadline for the whole recruitment process, appointment requirements, job description for the position and the workforce strategy to be used during the recruitment process, the advertising channels for the position, coming up with the selection panel which shall also have to develop the interview questions for the position, to ensure that the interview questions are within the required context. After all the clarifications from the manager he gave me an approval to advertise the position and I decided use an online advertising system and my advertisement is as shown below

The international hotel group which is located at Melbourne in Australia needs a customer service manager. The job description for the position is that for the customer service manager who shall be affiliated to the front-line management department (Coller, X., Cordero, G. and Echavarren, J.M., 2018). The department’s major function is to enforce the organization’s strategic directions through provision of a professional, transparent client centred service and as a customer service manager, he or she should be in a position to link the organization with the stake holders through the development of a good relationship and good quality assurance with all the customers (Islam, T., 2018). The person interested should have the following skills: good communication skills, ability to build relationship, good co-ordination skills, conflict resolution skills, good negotiation skills to manage sensitive staff related issues, stress management ability and team leadership (Coller, X., Cordero, G. and Echavarren, J.M., 2018). In addition, the person should have experience in supervision of activities, performance management and auditing, working with staff from a diverse cultural background. The following characteristics are expected of the individual: good dressing code, proper grooming, good etiquette, proper time management, integrity, respect for others, responsible person and should be accountable for everything that happens within his department (Jeske, D. and Shultz, K.S., 2016).  The applicant should have a bachelors degree in business management and a 5 years experience in management in a service related industry. This job will require a person to travel to various countries in order to create a good relationship with other business partners so as to determine the investment opportunities in different countries so as to increase the global network of the hotel. The interested applicants should send their application via our hotel email, [email protected] The application deadline is one month from the day of the advertisement and the reviews will be done on the order of applications reception (Lepistö, L. and Ihantola, E.M., 2018). The same information was also shared with 15local radio stations and published in the peoples times newspaper and further I posted the same in Facebook.

Advertising Channels and Selection Panel

The interview questions for the job application was prepared by the recruitment manager which were:

Briefly tell about your work history

Please outline in a minute your education and area of training

Describe your personality in a sentence

What is your source of motivation, please tell us in a minute

Which is the best selection criteria to be used when recruiting new employees, please state in two sentences.

From the application received the following candidates were shortlisted for the position of a customer service manager:

The interview for the shortlisted candidates was to occur on 18^th August in the morning and in the Afternoon and was to be conducted by the senior human resource manager and the recruitment manager. I emailed the shortlisted candidates via there respective emails which they had provided in their resume and told them that the interview was to be on 18^th of August at 9:00am for Tom Jones and 12:00pm for David Cohen at the senior human resource manager’s office.

As a recruitment manager I had to prepare a recruitment report which would enable the senior manager appoint the selected candidate which is as shown below

The senior human resource manager emailed David Cohen his results and promised to consider him for any arising position via the email. He told him that he was not selected because Thomas exercised leadership abilities during the interview more than he did hence he had to be considered.

The recruitment manager had to write a letter to Thomas informing him of his appointment as the new customer service manager. The letter is as shown below

I am very happy to inform you that you have successfully been appointment for the customer service manager position at the international hotel group. You are required to show up on 20^th August 2017 for orientation. You shall be awarded a basic salary of $10000 per month plus other benefits such as the house allowance, transport allowance and medical cover. I am glad to inform you that you shall also access various leaves such as; sick leave in case of your illness or your family, you shall also be allowed paternity leave incase your wife gives birth. In case of termination of your services with us you have to give 3 months notice with a genuine reason for termination.   Welcome and we expect maximum co-operation from your side.

I wrote an email to all the staff and informed them of appointment of the new customer service manager and told them to be ready to co-operate with the new manager for the achievement of objectives in the organization.

References

Coller, X., Cordero, G. and Echavarren, J.M., 2018. Recruitment and Selection. In Political Power in Spain (pp. 83-102). Palgrave Macmillan, Cham.

Heilman, M.E., Manzi, F. and Braun, S., 2015. Presumed incompetent: Perceived lack of fit and gender bias in recruitment and selection. Handbook of gendered careers in management: Getting in, getting on, getting out, 90.

Hill, N., 2018. Recruitment and Selection.

Islam, T., 2018. Recruitment And Selection Processof Janata Bank Ltd (Doctoral dissertation, Daffodil International University).

Shailashree, V.T. and Shenoy, S., 2016. Study to Identify the Relationship between Recruitment, Selection Towards Employee Engagement.

Kurtz, J. and William, A., 2017. INFLUENTIAL ROLE OF EMPLOYEE PERCEPTION OF RECRUITMENT AND SELECTION ON PERFORMANCE. AUSTRALIAN JOURNAL OF ECONOMICS AND MANAGEMENT SCIENCES, 7(5).

Timming, A.R., 2015. Visible tattoos in the service sector: a new challenge to recruitment and selection. Work, Employment and Society, 29(1), pp.60-78.

Jeske, D. and Shultz, K.S., 2016. Using social media content for screening in recruitment and selection: pros and cons. Work, employment and society, 30(3), pp.535-546.

Bruck, H., 2014. Recruitment and Selection process. GRIN Verlag.

Lepistö, L. and Ihantola, E.M., 2018. Understanding the recruitment and selection processes of management accountants: An explorative study. Qualitative Research in Accounting & Management, 15(1), pp.104-123.

Strawderman, L., Sullivan, R.W. and Mohammadi-Aragh, M.J., 2018, June. Board 142: Recruitment, Mentoring, and Retention through the Aerospace and Industrial Engineering (ASPIRE) Scholarship Program. In 2018 ASEE Annual Conference & Exposition.

 Small, E.E., Doll, J.L., Bergman, S.M. and Heggestad, E.D., 2018 Brown & Smith Communication Solutions: A Staffing System Simulation. Management Teaching Review, 3(1), pp.37-45.

Order an Essay Now & Get These Features For Free:

Turnitin Report

Formatting

Title Page

Citation

Outline

Place an Order