Sitxhrm 004 - Assessments Osama Google PDF

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Assessment Submission SheetCourse SIT50116 Diploma of Travel and Tourism ManagementUnit Code SITXHRMUnit Name Recruit, select and induct staffAssessor Name Student NameStudent IDDate DuePlease read and sign this assessment coversheet and submit it together with your assessment to your Assessor by th...

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Assessment Submission Sheet Course

SIT50116 Diploma of Travel and Tourism Management

Unit Code

SITXHRM004

Unit Name

Recruit, select and induct staff

Assessor Name Student Name Student ID Date Due Please read and sign this assessment coversheet and submit it together with your assessment to your Assessor by the due date. Student Declaration ● I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. ● I have read the Plagiarism Policy and Assessment Appeal and Reassessment Policy in the Student Handbook and I understand all the rules and guidelines for undertaking assessments. ● I understand that by typing my full name in the student field this is equivalent to a hand-written signature. ● I give permission for my assessment material to be used for continuous improvement purposes. Student Signature

Date Submitted

Assessor Use Only Assessment Items

Result

Task 1

Project

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NS

Task 2

Role Play

S

NS

Student Declaration: I declare that I have been assessed in this unit, and I have been advised of my result. I am also aware of my appeal rights. Signature

Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback Signatur e

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Date

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Assessor’s Final Comments

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Task 1 Assessment Instructions This is an individual assessment. There are two parts in this task. If you need help understanding any questions, ask your assessor to explain.

Procedure Complete all the questions in Part A and Part B

To be deemed competent you will need to successfully demonstrate the following: You must submit: i. Selection criteria for the job ii. Appropriate advertisement iii. Interview questions iv. Letter of appointment v. Employment conditions/ Job offer vi. Induction and orientation program PART A – Planning the recruitment and selection process Following a restructure of the Hobart Tourism Agency there is a shortage of staff to deliver the quality of service expected from an operation at this level. As a result, in your position as the Assistant Tourism Manager, you are required to recruit, select and induct staff for additional new Visitor Information Officer position. The recruitment needs to include consultation with relevant. You have already obtained approval for recruitment as per your organisational recruitment policies from the head office in relation to these positions.

Visitor Information Officer, 09.00am – 5.30pm (full-time position) Core tasks to perform are:

● Answers inquiries from tourists and offers suggestions about tours, travel routes, ● ● ●

accommodation and local customs. Provides literature and information on local and inter-island tours and places of interest. Discusses transport availability and cost. May work in a call centre.

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In order to get recruitment processes organised you are required to develop the following documentation and processes: 1. Establish the job description for the position based on feedback from colleagues and develop a set of selection criteria for the position which must include expected levels of experience and the customer service attitude required to work at Hobart Tourism Agency. To assist you in creating job description you may use the following links as a reference for the position : http://www.thejobilove.com.au/category?cid=ff11fe3b-f4e9-49cf-89be-94e25a4a5fd9 https://joboutlook.gov.au/occupations/tourist-information-officers?occupationCode=451611 (Checked links on 23 June 2021) The The job description for the position for the role of Visitor Information Officer of the Hobart Tourism Agency and the criteria for the position based on the expected level of experience and the customer service attitude required to work at the agency. Job Title : Visitor Information Officer Main Duties -

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Answer the questions and inquiries for the visitors and tourist as well as provide the best and detailed expert advice/ information about the tours , travel routes , visitors staying options as well as the local customs of the place such as Hobart. Provide the information on the literature and on local as well as inter-island tours as well as the places which will interest them at the tourist’s point of view Inform and discuss the transportation option which are quicker and better as well as discuss the cost of the Customer service attitude Duties : - Should have a very welcoming and joyful personality with excellent communication skills - Treating customers on priority as well as multitasking of other visitor related queries. - Demonstrate high level of enthusiasm and positive approach in serving the visitors and have extensively good relationship with them - Promote the hobart tourism by promoting and informing places to visit to the customers based on their interest. Skill requirements and experience : - Demonstrate the knowledge of the local area which includes the aboriginal sites on Hobart as well as promote the local tourism - Past experience in the tourism sector atleast one year - High level of computer literacy and english - Qualification can be 12th grade passed or have a certificate or a diploma in tourism or hospitality management. Criteria for selection :

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The person should be located in Tasmania ( Geographically aware of the locate tourist spots Have the full working rights and a clear criminal record . Sound understanding of the computers and electronics ( Circuit boards, chips, computer hardware and software including applications. Physically fit and fine along with a good personality and interpersonal skills. The candidate is willing to committee for the long term in this role for at least 1-2 years. Available to work on weekends if required.

2. Design the advertisements to attract the appropriate candidates for each of the above jobs. Include selection criteria in the advertisements in order to narrow the field of applicants. Provide 3 options you could use to advertise these positions for maximum reach, and include a basic overview of approximate costs. Answer 2 : The advertisement for attracting the appropriate candidates for Visitor Information Officer and the three options for advertising positions are as follows:

Advertisement for the role of the Visitor Information Officer Hobart Tourism Agency is an organisation who is committed to provide the essential requirements of the customers to feel welcomed to the amazing land of nature - Hobart which is full of breath-taking scenery with a plethora of tourist spots to visit and explore. Our team and the staff are seeking the next superstar who can answer all the inquiries of the customers and tourists and offer them the required suggestions and advice for the best places to visit in Hobart. The Visitor information officer will be required to provide the necessary literature and the local information on the local and inter- island tours and places of interest. The officer of the agency should discuss and make the tourist aware of the best transportation routes available along with their cost. Person who has previous experience in the call center is also preferable. If you are the person with the flexible approach to the weekend work and have exceptional communication skills which can help to communicate with people with diverse backgrounds, we would love to hear from you. You are required to be extremely friendly and enthusiastic, someone who loves working on the calls most of the time and provide a detailed information to all the visitors and tourist. You should enjoy your work in a dynamic team and provide support to customers as well as be positive and well groomed. Add in a very friendly and approachable person with attention to detail. The most important thing is the candidate is required to be confident and can work individually.

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The person will need to work on the visitor site location based on the agency’s requirement and having personal transportation is also mandatory. Applicants must need to address the key selection criteria contain the position of the job description: Criteria for selection : - The person should be located in Tasmania ( Geographically aware of the locate tourist spots and deep knowledge of the history of Hobart ) - Have the full working rights and a clear criminal record . - Sound understanding of the computers and electronics ( Circuit boards, chips, computer hardware and software including applications. - Physically fit and fine along with a good personality and interpersonal skills. - The candidate is willing to committee for the long term in this role for at least 1-2 years. - Available to work on weekends if required.

Customer service attitude Duties : - Should have a very welcoming and joyful personality with excellent communication skills - Treating customers on priority as well as multitasking of other visitor related queries. - Demonstrate high level of enthusiasm and positive approach in serving the visitors and have extensively good relationship with them - Promote Hobart tourism by promoting and informing places to visit to the customers based on their interest. Skill requirements and experience : - Demonstrate the knowledge of the local area which includes the aboriginal sites on Hobart as well as promote the local tourism - Past experience in the tourism sector atleast one year - High level of computer literacy and english - Qualification can be 12th grade passed or have a certificate or a diploma in tourism or hospitality management. About us : We proudly provide the friendly environment to work and offer : -

Flexibility in work arrangements and embrace the cultural diversity at work We are committed to work the staff to grow within the organisation and provide opportunity for promotion based on the performances We have wellness and mental health seminars and consultants The salary is attractive and provides extra club benefits for being a part of the Hobart agency.

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Options to do the advertisement : 1. Internal advertisements : Use the internal agency job portal and advertise it internally , send a generic email to all the staff 2. Use the famous job seekers platforms - SEEK, Indeed and Job Seekers website 3. Advertise in the Tourism and hospitality related publications and newspapers.

3. Write a detailed account of how you will process applications as per your organisational policy; review applications against the criteria; and choose people to progress to an interview. Which types of background checks might you undertake in general and what would these require? Answer : After the restructuring of the staff, the agency has realised that there was a shortage of staff, there will be a recruitment which will be done with the involvement of the HR. Then the HR manager will develop a recruiting plan by discussing and consulting the hiring manager - me ( Assistant Tourism Manager ) It is important the new position is in alignment with the agency’s goal and organisation policy. The agreement of all the staff members and CEO and other manager is taken into consideration. This has to be done by internal communications and feedback from the managers of all the departments and the CEO. Later the HR will see the application of the internal applicants first and short list if there are any desirable candidates available. HR will then go through each of the applications, elimination of the candidates who do not meet the requirement will be done and the reviewing of the short listed candidates will be done. The short listed applicants will be then invited for the interviews The HR officer will make the phone call to each applicant, the phone call will make more clear how the candidate is in terms of communication and first impression can be detected. In the call the HR officer will give the brief details of what the agency stands for and the other information of the roles and responsibility as well as what the agency wants. The type of background checks we might undertake in general are : ● ●

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Australian Police check - Make sure the candidate has no past or current criminal record , this can be obtain by the candidate applying for the policy check on the government website Educational and skill or experience check - This is done to verify the information provided by the applicant in the CV matches the information obtained by contacting the educational institutes and past employers Financial Background check : This check is done to make sure that the applicant has no outstanding debts with the government or if he/she has bankruptcy Social Media account check : This is to make sure that the candidate is eligible to represent the agency and maintain their personality publicly in a professional manner. Background check by the third party : A specialised organisation check has to be created by the third party who can carry out an organisational check in accordance with the Australian Privacy Act.

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4. Outline the procedures you will put in place to inform successful candidates and arrange for their attendance at the interview, including accommodating potential special needs. Provide a sample letter you would send to unsuccessful applicants. Answer: For the successful candidates : The shortlist candidates are advised on the phone to come at the interview, the information that has to be provided will be the time , location and if the free parking is available in case they need it. The HR team has to send more information on the text message or on the email address which has all the information of the requirement they will need to get with them while they are coming for the interview. The interview round begins with the Q/A and ends with if the person had any questions for the interviewer. The most desirable candidate will be chosen and the organisation will inform them verbally first on the call and then later they will give the email along with the offer letter congratulating the candidate. The offer letter will contain the details such as title , role and responsibility, salary , flexible working options, the paid leaves and other advantages the candidate will have available. An offer letter is sent to the successful candidate with the request to accept it and send it back to the team by signing the letter which gives the acceptance of the offer by the candidate. To the unsuccessful candidates. The email has to be sent to all the unsuccessful candidates : Subject : Regarding your current application for the role of Visitor Information Officer at Hobart Tourism Agency. Dear We would like to thank you for your time and effort you have put in for the application of this role. Thank you for coming for the interview which was conducted on 24th September 2020. After detailed reviewing and analysing the interview rounds , we have come to a conclusion that you are not chosen for this position as we have found the candidates who are closely related for this role based on their overall profile. We appreciate all the hard work and dedication you had input for this role and we are willing to keep your resume in the records for any of the future jobs available which meets the requirement of the role. Please reply to this email for confirmation. We wish you all the best for the future application of the job. Kind regards Osama Omair Assistant Tourism Manager.

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5. Develop a set of interview questions for the position based on the selection criteria and desired customer service expectations. Explain how these must be administered to ensure fairness, and meet EEO requirements including the provisions for people with special needs. Answer : Questions for the interview are as follows : -

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Tell me something about your personality ( This is to make the candidate comfortable and it will provide her the chance of expressing him or her in an unfiltered way ) What do you know about the agency’s goals and it’s market value ( This will show how much the candidate is aware of the organisation and its aim) Why do you think you are a good fit for the role of the Visitor Information Officer ( This will give the interview an idea about the confidence and passion of the candidate regarding the role ) What you do admire the most regarding this role ( This will help to find the candidate’s area of interest in the work where she/he can grow in the future) How will you deal with the customer or the visitor who is frustrated and angry with the service of the agency ( This will give an idea how the candidate act in the situation of extreme pressure and show the customer and client handling skills) Can you tell me about a time where there are too many back to back call for inquiries in your previous role and how you managed it ? ( This give the interviewer an idea for the bandwidth and multitasking capacity of the candidate) How do you organise and finish the deliverables of the day ? ( The perfect candidate is highly organised and completed the work based on the priority ) What are the quality of a successful team worker ( The successful candidate has to be a part of a team at the agency and it is a requirement of this role to be a team player ) How well do you know the Tasmanian geography and the culture of Hobart ( Being a visitor information officer, it is crucial for the person to know the details of the local place and the history of the place to help the visitors to visit places in hobart with correct information ) How long are you willing to continue this role if you’re successfully chosen for the role ( This concentrates on the level of commitment he or she is willing to put in this role )

6. Outline the process of selecting and organising an interview panel. Include the instructions and basic documentation you will provide for each panel member so they can evaluate candidate responses to each question you have developed in Question 5. Answer : The process of selection and the organising an interview panel : First of all the interviewing process should have the interviewers from different departments and there should be the diversity in the selection of the panel, they should have different experience and different background ( IT, finance , sales or marketing ) This will help to make the right choice of the candidate as the candidate will be tested and questioned with different people with different background and the outcomes are real , authentic and unbiased. Later when we will choose the interviewers , we will need a representative who will play the part of the coordinator, the main person will be the member who will carry out the interview. The questions will be asked by the main interviewer and the key question will be asked to the candidate. This session will be giving a detailed analysis of the candidate’s capability and skill set as well as the

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experience. The other member of the interview panel will be acting as the supporter of their event. The main interviews will get the insightful follow up and have a resourceful Q/A round with the candidate by asking questions which are closely related to the required role the candidate might be hired for. During the interview, the other members of the panel often ask questions one by one based on their areas of expertise. There will be one person in the selection panel who will keep the record of the entire interview. This can be done by recording the audio or making the notes. There are different variables included and considered in the selection of the good and eligi...