SITXHRM004 Recruit Select And Induct Staff Assignment

Scenario

You are about to recruit staff for positions in a large sporting complex, White Eagle Stadium. The complex hosts national sporting events most weekends throughout the year, and one-off events such as international sporting events, concerts and festivals.

The venue has fast-food outlets scattered around the main and upper concourse, a number of bars and two sit-down restaurant-style dining areas. 

All catering staff must be available for shifts on Thursday, Friday, Saturday and Sunday as these are the busiest periods for the stadium. Shifts vary throughout the day depending on the start and finish times of events. Most sporting events are scheduled during the afternoon or evening with one-off events often held in the evening.

It is six weeks before the start of the winter sports season. The venue employs the majority of their staff for the rest of the year at this time. You have one month to complete the recruitment process as the induction program is scheduled to start two weeks before the first match.

Catering attendants

Employment records show the venue’s staffing levels for catering attendants (CA) in the fast-food outlets during the same period last year.

• 120 casual CAs
• 40 permanent part-time CAs
• 10 permanent full-time CAs
• 35 casual concourse outlet supervisors
• 15 full-time concourse outlet supervisors

Their current staffing levels are as follows.

• 60 casual CAs
• 25 permanent part-time CAs
• 7 permanent full-time CAs
• 20 casual concourse outlet supervisors
• 14 full-time concourse outlet supervisors

Due to the opening of several new fast food service areas, management anticipate a 10% increase from the previous year’s staffing levels for all positions except full-time concourse supervisors.

Catering attendants at this venue are employed under the Hospitality Industry Award 2010 as Level 2, grade 2 food and beverage attendants. Supervisors are Level 5 food and beverage supervisors.

Food and beverage storeperson

Employment records show the venue’s staffing levels for food and beverage storeperson (FBS) in the facilities management department during the same period last year.

• 8 casual FBSs
• 10 full-time FBSs
• 3 full-time FBS supervisors
• 2 refrigeration maintenance (contract)

Their current staffing levels are as follows.

• 3 casual FBSs
• 10 full-time FBSs
• 3 full-time FBS supervisors
• 1 refrigeration maintenance (contract)

Management anticipate a 10% increase in casual FBS positions from the previous year’s staffing levels due to extra catering facilities opening and forecasted increase in demand for food and beverage supplies.

A food and beverage storeperson at this venue is employed under the Hospitality Industry Award 2010 as Level 3, grade 2 storeperson. Refrigeration mechanics are on a part-time contract for 30 hours per week at a flat $30 per hour, 7 days per week.

The majority of staff in this area are required in the days leading up to events when deliveries of stock are received, processed, stored and transferred to catering and other departments, and on the day of an event.

Customer service volunteers

Each year White Eagle Stadium recruits new volunteers for the following positions.

• Customer information officers
• Customer mobility officers

Customer information officers perform the following duties.

• Supervision and guiding of tour groups 
• Assisting in visitor reception areas
• Providing information, directions and other services on event days
• Providing information on the history and features of the venue to visitors
• Undertaking basic administration duties 

Customer mobility officers perform the following duties.

• Book venue wheelchairs and other mobility aids as requested
• Arrange transportation for special needs visitors within the venue when required
• Greet and assist visitors with mobility and other special needs
• Escort visitors with mobility or other special needs to event or seating areas
• Monitor the comfort and accessibility to services of special needs visitors and their escorts

Volunteer records show numbers of volunteers in each role have been steady for some time. Volunteers tend to stay with the organisation for many years. Positions are highly sought after when they become available and the quality of applications is usually very high. Volunteers are not paid but they do receive benefits such as free entry to selected events.

A minimum of two volunteers are rostered on at the venue every day with additional volunteers allocated shifts on event days and when tour groups are booked.

Management have decided to offer only two new positions during this recruitment drive: one customer information officer and one mobility officer. Applicants can apply for both roles.

The events department is responsible for the management of all volunteers, with the volunteers manager and supervisors coordinating all operational needs.

Task 1: Identify recruitment needs

Task 1.1: Question and answer

• Go to your Course files and open Assessment D_Information and templates Task 1. Read the scenario information provided.
• Go to your Course files and open Assessment D_Staff recruitment policy. Read the information provided.
• Go to the Fair Work Ombudsman website, www.fairwork.gov.au, and download a copy of the Hospitality Industry (General) Award 2010.
• In the question and answer fields provided determine the recruitment needs of White Eagle Stadium.
  • Add the positions and calculate the number of people required for each type of position.
  • Determine mode of employment (casual, part- or full-time, contract, etc.) and length of tenure if a temporary contract.
  • Where applicable, determine pay rates by consulting appropriate industry awards or organisational enterprise agreement.
  • Where applicable, determine salary in consultation with appropriate personnel. 
• Answer all the questions based on the organisation’s recruitment needs and recruitment policy, the relevant industry award and any other relevant research.

Q1: Complete the table listing your recruitment needs.

Q2: Other than last year’s staffing levels, what are two examples of information that help you determine recruitment needs?

Q3: You are the concourse food manager. Who do you consult with when evaluating recruitment needs? 

Q4: Who could you consult with about pay rates or salary for each position?

Q5: What are two key factors that affect pay rates in an award?

Q6: Name two positions in the human resources or other departments who will be involved in recruitment processes. Based on the information provided and the recruitment policy, briefly explain their general responsibilities in the recruitment process.

Q7: Based on the information provided and the recruitment policy, briefly explain the general responsibilities of managers/supervisors and the human resources department in the recruitment process.

• Managers and supervisors

• Human resources department

Q8: According to the organisation’s recruitment policy, who must approval be obtained from before commencing recruitment processes?

Task 1.2: Develop job description

• See the job description template below.
• Prepare a job description for each of the following positions.
  • Concourse outlet supervisor – full-time
  • Food and beverage storeperson – casual
  • Customer information officer – volunteer 
• Use the internet to research relevant job roles and descriptions to assist in development of the job description, if necessary.
• Save the job description templates once the task is completed. 

Task 1.3: Develop person specification

• Complete the Job (person) specification templates provided below or use your organisation’s standard template.
• Prepare a person specification for each job description prepared in Task 1.2.
• Use the internet to research relevant job roles and specifications to assist in the development of the person specification, if necessary.
• Save the Job (person) specification templates once the task is completed. 

Task 1.4: Develop selection criteria

• Complete Task 1.4 using the Selection criteria templates provided.
• Use the job descriptions and person specifications developed in Tasks 1.2 and 1.3 to prepare a list of key selection criteria for each position.
• Incorporate customer service attitudes and experiences into the selection criteria to ensure applicants are a good fit to the position.
• Save the Selection criteria templates.

Task 2: Administer recruitment processes

Task 2.1: Question and answer

• Based on the job descriptions, person specifications and key selection criteria developed in Task 1 and the job skill requirements, evaluate and determine the following for each position.
  • Number of stages in the selection process for each position.
  • Appropriate selection processes to be completed at each stage for each position.
  • Personnel involved in selection processes at each stage: HR and/or departmental.
• Answer all the questions.

Q1: Complete the table listing your selection processes. Only complete information for the number of stages appropriate for each position.

Q2: Did you consider using a recruitment agency for any of the positions? Explain why/why not.

Q3: What tasks do you have to complete in preparation for when selection processes commence?

Task 2.2: Create advertisements

• Determine where you will advertise positions available at the stadium.
• Based on the job descriptions, person specifications and key selection criteria developed in Task 1, create a job advertisement for each position.
• The amount and type of information provided and wording style used in the advertisement must be appropriate for the selected advertising media and position advertised.
• All information provided and wording used in the advertisement must meet the requirements of equal employment opportunity (EEO) legislation.
• All advertisements should be typed using word processing software.
• Save your advertisements as Assessment D_Job advertisements.

Task 2.3: Question and answer

Q1: What are the basic aims of EEO legislation?

Q2: How does EEO legislation influence the content of a job advertisement?

Q3: What are the features of an effective recruitment advertisement?

Q4: Where will you place advertisements for these positions? List the locations and briefly explain why you think they are the most suitable options.

Q5: Research the costs of posting your advertisements on seek.com.au for 1 month.

Task 2.4: Process, review and shortlist applications

• Go to your Course files and open Assessment D_Application forms. Read the information contained in the application forms for each the following positions.
  • Concourse outlet supervisor – full-time
  • Food and beverage storeperson – casual
  • Customer information officer – volunteer 

See the attached Process, review and shortlist applications document below: 

• Prepare a shortlist form for each position by completing the templates provided.
  • Complete the position name and mode of employment details.
  • Based on the key selection criteria (KSC) developed in Task 1.4, add headings and/or minimum selection requirements at the top of each column in the template.
• Your assessor may wish to add additional application forms for consideration to expand the diversity and range of applications. Check with your assessor prior to commencing selection processes. 
• Review the information summarised on your shortlist form and determine which applicants will advance to the first stage in the selection process. Add your response to the last column on the shortlist form.
• Save Your completed documents for later submission.

Task 2.5: Question and answer

Q1: You are going to inform the unsuccessful applicants by email that they were unsuccessful. A standardised response will be sent to all applicants with only the position name changed. 

Write a standard notification for an unsuccessful application suitable for distribution via email. 

Q2: The stadium is in Canberra, ACT. One of the applicants for the concourse outlet supervisor position currently lives in Newcastle, NSW. What type(s) of special arrangements could you make to accommodate this person’s needs and successfully complete stage 1 of the selection process?

Q3: One of the applicants for position of volunteer customer information officer is confined to a wheelchair. Stage 1 of the selection process will be conducted in a training room located on level 1 in the administration area.

What arrangements can you make prior to their arrival for stage 1 to assist this applicant?

Q4: At this stage of the recruitment process, what documents do you need to keep and file for possible future reference?

Task 3: Select staff

Task 3.1: Prepare for selection processes

You are preparing to conduct interviews for each of the advertised positions. The interview panel will consist of the HR recruitment assistant and a member of the food and beverage management team.

• See the interview question template below
• Using the interview question template, prepare structured interview questions for each of the positions.
• Your questions must be linked to the key selection criteria identified in Task 1.4.
• The questions should be written using a range of formats, such as behavioural, hypothetical, open and closed.
• Save the interview question template below for later submission.

Task 3.2: Conduct interviews

• This is a role-play activity. Your assessor will inform you as to when the role-plays are to take place.
• Role-plays are to be conducted in an actual or simulated workplace environment.
• You are to participate as a member of an interview panel undertaking selection processes for three different positions.
  • Concourse outlet supervisor – full-time
  • Food and beverage store person – casual
  • Customer information officer – volunteer 
• Your colleagues will make up the rest of the panel.
• You must read the scenario background information provided in Assessment D_Information and templates Task 1 and access all supporting documentation required to conduct the interview.
  • Application forms
  • Interview questions
  • Interview rating forms 
  • Job descriptions for each position prepared in Task 1.2 (if desired)
  • Person specifications for each position prepared in Task 1.3 (if desired)
  • Key selection criteria for each position prepared in Task 1.4 (if desired)
• Role-plays can be recorded for further analysis and discussion with the consent of all participants. 
• Complete the role-play. 

Learner instructions

• Go to your Course files and open or print Assessment D_Application forms. You need to be able refer to each candidate’s application form when conducting their interview, so ensure you can view them electronically or printed hard copies.
• Utilise the completed interview questions forms for interviewing and complete the interview rating forms for each candidate interviewed. 
• These forms can be completed electronically or printed and completed manually. Ensure you have enough copies of each position’s interview questions and interview ratings forms for each candidate.
• Prepare for each interview by reading the following documents if you are not already familiar with them from previous tasks.
  • Application forms for each shortlisted candidate in each position
  • Interview questions for each position
  • Interview rating forms 
  • Job descriptions for each position prepared in Task 1.2 (if desired)
  • Person specifications for each position prepared in Task 1.3 (if desired)
  • Key selection criteria for each position prepared in Task 1.4 (if desired)
• Participate in the interviews for each of the advertised positions. 
  • Ask the interview questions prepared in Task 3.1.
  • Use the candidate application forms during the interviews to provide background information and to confirm and expand on each candidate’s skills and knowledge.
• Complete an interview rating and interview question form for each candidate to assist in later evaluation of each candidate’s suitability for the position.
• During the role-play, you are required to demonstrate the following skills and knowledge.
  • Use selection criteria as the basis for selection
  • Adhere to equal employment opportunity principles and law
  • Participate in selection processes
  • Evaluate applicants for customer service attitude and experience to ensure a fit to the position
  • Conduct interviews and adapt interview techniques to meet the needs of social and cultural groups
• Complete the role-plays.
• Save for later submission to your assessor your fully completed Templates for Task 3.

ROLE PLAY 1 

Interview candidate Jason Philman

Position applied for: Casual storeperson

Role

• You have recently completed Year 12 and are looking for a job in a larger organisation. At present, you are taking a gap year prior to starting university next year. 
• You are interested in the hospitality industry and may be interested in commencing a career in the industry. 
• You are young, energetic and keen to do something new. Hard work doesn’t worry you and you like being around people and busy, exciting environments. You are getting bored at the hotel as you know the job very well, have been there for some time but see no opportunities to advance into other job roles.
• You have visited the stadium regularly as you support one of the local teams that compete in the national league.
• Your appearance is neat, clean and tidy.
• You show reasonable communication skills.
  • Your answers to questions are relatively short.
  • You provide adequate information but don’t provide a lot of extra detail to the panel. If they want to find out more, they must ask more exploratory questions to draw the information out.
  • You are relatively slow to answer questions (a short pause between question and response), giving the impression you are considering your response.
  • You can express yourself clearly but don’t show any leadership tendencies at this point.
• Overall, you don’t appear overly nervous but you fidget a bit in the chair giving the impression you are uncomfortable or trying to hide your nervousness.
• You don’t know how much notice you have to give at your current position as you have never done it before.

Interview candidate Heng Fu (Harry) Liu

Position applied for: Casual storeperson

Role

• You are early-20s and currently studying at university, majoring in psychology.
• You don’t like your current job as a delivery driver as you find the long hours and driving in heavy traffic stressful.
• You enjoyed your job at the aged-care facility and would like to return to a stores role again.
• You are not available some days as you have university classes those days. These change each semester but you can give at least a month’s notice of changes to availability. This is the first semester you have had classes on a Friday and will try to ensure it doesn’t happen again to increase availability.
• You have arrived at the interview in your delivery driver uniform as you are working today and will be returning to work after the interview. 
• You have only visited the stadium for events a few times and don’t know it well.
• You appear a little nervous but not enough to incapacitate or hide your obvious intelligence.
• Your appearance is neat and it is clear you have tried to present a clean and tidy appearance even though you have been working for a number of hours.
• You are quick to reply to questions, sometimes without fully listening to the question.
• You have to give one weeks’ notice at your current position.

ROLE PLAY 2 

Interview candidate Ethan Sturgess

Position applied for: Customer information officer volunteer

Role

• You are a highly intelligent, retired professional.
• You have been involved in a number of volunteer roles throughout your life, including in your children’s sporting clubs while they were growing up and now with your local golf club.
• You are used to people listening to your opinion and following your instructions.
• You believe that your years of dealing with people from all sectors of society will help you communicate with visitors to the stadium.
• You want to volunteer at the stadium as you think you will enjoy the vibrant environment on event days and for the benefits of free entry.
• You are well dressed and look exactly like what you are: a retired professional.
• You know one of the other applicants (Alison Richardson) from the golf club and have great respect for her abilities and attitude.

Interview candidate Alison Richardson

Position applied for: Customer information officer volunteer

Role

• You are a bright, bubbly, happy person with a positive outlook on life.
• You can communicate clearly, easily and show the ability to listen to others and empathise with their opinions, needs and requirements.
• You are currently confined to a wheelchair as you have recently had surgery on your feet. You will be able to start standing and walking short distances again in a fortnight. You hope to be back to normal within six to eight weeks.
• You believe you could easily undertake administrative duties and assist at the visitor information desk until you are fully healed and able to take tours, etc.
• You are treating being in the wheelchair as a learning experience and new adventure rather than seeing it as an obstruction to participating in life.
• You know one of the other applicants (Ethan Sturgess) from the golf club. You have worked with him on the committee and respect his intelligence and ambition.

ROLE PLAY 3

Interview candidate Prisha Malhotra

Assessor note: This role-play can be conducted as a face-to-face interview or as a distance interview using telephone, video or teleconferencing facilities.

Position applied for: Full-time concourse outlet supervisor

Role

• You are mid- to late-20s and have been in the hospitality industry for some time with varying roles of responsibility.
• You currently live in Newcastle and want to return to Canberra to be closer to your family.
• You want to leave your current job as certain people you work with make you feel uncomfortable. You find their comments inappropriate.
• You want to advance in the hospitality industry and see this role in a larger organisation as an opportunity to learn and grow with the aim of eventually moving up into management positions.
• You present a very professional, organised appearance and appear confident.
• You have good communication skills and can express yourself fluently and clearly.
• You believe in a firm, no-nonsense management style and have very definite ideas about how to best manage people and deal with customer or staff complaints.
• You have to give two weeks’ notice at your current position.

Interview candidate Marek Dubicki

Position applied for: Full-time concourse outlet supervisor

Role

• You emigrated from Poland eight years ago when you were 20 and became an Australian citizen last year.
• You are looking for another role in a larger organisation to advance further in the hospitality industry.
• You are considering going back to TAFE part-time to complete the Advanced Diploma in Hospitality.
• If you do decide to study part-time, you will make sure it doesn’t interfere with your job role or rostered hours of work.
• You present a neat, conservative, slightly casual appearance; you are not in a suit or shirt and tie.
• You have good communication skills but occasionally struggle finding the correct word in English. 
• You show a good understanding of how a large venue operates and how to maximise the potential of a team of people. You believe in acknowledging people’s contributions towards the overall success of an event or trading period, and positive reinforcement rather than focusing on negative behaviours.
• You believe in a firm but fair approach when dealing with conflict situations.
• You have to give four weeks’ notice in your current position but may be able to reduce that to two as the business is going through its annual quiet period at the moment.

Task 3.3: Question and answer

• Use the completed interview question and interview ratings forms to evaluate and discuss outcomes from each interview with your panel members.
• Select candidate(s) that display an attitude, aptitude and fit to the existing organisational culture and best meet your selection criteria.
• More than one candidate can be selected if there are multiple positions available in that job role.
• Answer all the questions.
• If you completed hard copies of interview questions and interview rating forms in Task 3.2, submit them to your assessor once you have answered all questions.

Q1: Who have you and your colleagues decided to offer a position to? Briefly explain why you selected each candidate.

Q2: What types of background checks could you complete on your successful candidates prior to offering a position?

Q3: Would you complete reference checks on successful candidates for all three positions? List which position(s) you would complete reference checks for and briefly explain why.

Q4: Two of the referees for Ethan Sturgess mentioned he can be very opinionated and becomes abrupt and irritated when people repeatedly ask ‘stupid’ questions. 

• How does this information affect your final decision?

Q5: The feedback obtained from Ethan Sturgess’s reference check has you concerned about his ability to uphold the stadium’s image and customer service standards and values during very busy events. You and the panel decide not to offer him a volunteer position.

What do you do if you find that you only have one candidate you wish to make an offer to when there are two positions available?

Q6: Who do you need to notify of appointments to each of the positions? Refer to the organisational chart provided in Assessment D_Information and templates Task 1 if necessary.

Task 3.4: Make an employment offer and maintain records

• Go to your Course files and open Assessment D_Staff recruitment policy. Read the information provided.
• Answer all the questions.

Q1: Based on White Eagle Stadium’s recruitment policy, what is the procedure to make an employment offer to the successful candidates? 

Q2: Based on the recruitment policy, what happens after the initial offer is made to the successful candidate? Briefly describe the steps followed and documentation used.

Q3: What information could be communicated to the successful candidate in a letter of offer?

Q4: What records used in the recruitment and selection process should be filed and stored after selection processes are completed?

Task 4: Plan and organise an induction program

Task 4.1: Prepare for induction

• Go to your Course files, open Assessment D_ Staff induction policy and read White Eagle Stadium’s staff induction policy. 
• Answer all the questions.
• Where relevant information is provided, base your responses on the organisation’s induction policy.

Q1: When are inductions scheduled for new employees?

Q2: What are the responsibilities of the induction coordinator?

Q3: Based on White Eagle Stadium’s organisational charts, background information provided in Assessment D_Information and templates Task 1 and general knowledge of induction program requirements, who would the induction coordinator need to liaise with when planning and implementing an induction program?

Q4: Workplaces have an obligation to ensure workplaces are safe by providing new employees with information about workplace health and safety (WHS), risk management and equal employment opportunity (EEO).

What are three examples of information that must be provided?

• WHS

• EEO

Q5: You are inducting 19 concourse supervisors (one full-time, 18 part-time), six storepersons and two volunteers. How will you deliver the induction program to each of these new employees?

• Concourse supervisors 

• Storepersons

• Volunteers

Task 4.2: Prepare an induction program 

• See the documents below_ Induction program template.
• Prepare a staff induction plan for each of the following positions.
  • Concourse outlet supervisor – full-time
  • Food and beverage store person – casual
  • Customer information officer – volunteer 
• Ensure appropriate organisational, employment, workplace and job role information is provided during the induction program.
• Ensure all legislative requirements are included in the induction program.
• Indicate what documentation must be provided to the new employees. Examples could include mandatory information to meet legislative requirements and information to assist in completion of their job roles.
• Save Assessment D_Induction program template once the task is completed and submit it to your assessor.