COMFORT INN AND SUITES HRMN 3830_01

NOVEMBER 13, 2014 ADITYA SADH T00053808

OMKAR RAUT T000

1

TO,

Kathy Wishnevski (General Manager)

Comfort Inn & Suites Kamloops

1810 Rogers Place

Kamloops, BC V1S 1T7

Thank you for giving us the opportunity to work with Comfort Inn, Kamloops. This project

will provide in-depth information about the procedure taken to create a Job Description and

Specification that would fit your organizations culture as well as be in compliance with the

human rights legislation.

The information gathered and presented will be handled with utmost confidentiality and only

two copies will be created. One for our professor Debra Sloat, HRMN (3830_01) and the

second will be handed over to you (Kathy Wishnevski, General Manager, Comfort Inn)

Best regards,

Aditya Sadh

Omkar Raut

2

To,

Debra Sloat

HRMN 3830_01

Thank you for giving us the opportunity to enhance our knowledge regarding Job

Description, specifications and other topics related to recruitment and selection.

The information gathered and presented will be handled with utmost confidentiality and only

two copies will be created. One for you, our professor Debra Sloat, HRMN (3830_01) and

the second will be handed over to (Kathy Wishnevski, General Manager, Comfort Inn).

The link to the video is given below:

https://www.youtube.com/watch?v=qbZWZaXvm9g

Thank you,

Aditya Sadh

Omkar Raut

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TITLE PAGE

SR NO. TITLE PG NO.

1 EXECUTIVE SUMMARY 4

2 PART 1

a. Job Analysis

b. Job Description

c. Job Specification

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6

9

3 PART 2

a. Recruitment and selection Strategy

b. Selection tools

c. Recruitment strategy

d. Compare and contrast

e. Behavioural and situational questionnaire

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12

17

18

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4. APPENDIX 1

a. Job Analysis

b. Job Description

c. Job Specification

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5. APPENDIX 2

a. Job Ad

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6. APPENDIX 3

a. Application Form

b. Structured interview Questions

c. Grading Rubric

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28

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7. References

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Executive Summary

The Comfort Inn and Suites, Kamloops is located at Exit 368 off the Trans- Canada

Highway.

This hotel offers various amenities such as indoor pool, hot-tub, and waterslide to their fitness

and games room. This hotel is known for its hospitality and provides a great working

environment.

Our Job Analysis was conducted for the position of a Customer service representative/ Front

Desk Agent. This project lays down Descriptions, specifications, assessment tool to select the

right candidate, comparison of current company’s practices to the new process and the add

created for recruitment process.

The Job Description includes position title, key responsibilities, reporting relationships,

salient working conditions, and an equal employment opportunity clause.

The Job Specification includes include KSAs (Knowledge, Skills, Abilities) and other

qualifications required to perform the job at an acceptable level.

The Recruitment and selection process includes a plan for recruiting individuals into the

targeted position by taking cost, efficiency and effectiveness into account.

This project also includes several behavioural and situational questions to assess the key

KSAO’s with a grading rubric to grade candidates based on these questions.

Lastly, this project contains a video that explains about the interview process, through a role

play conducted by Aditya Sadh and Omkar Raut.

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PART 1

Job Analysis

A Job Analysis was conducted on Kathy Wishnevski, General Manager Comfort Inn as well

as Customer Service Representatives. The Job Analysis Includes a series of questions

designed to obtain information regarding the targeted job position. Appendix 1 includes a job

analysis questionnaire. The answers provided, during the interview process provided a

thorough understanding of the position and the duties and specifications that are required to

perform this job. Below is a break up of tasks performed by a customer service representative

in a day:

Break up of Tasks- (customer service representative)

A Front Desk Agent/ Customer service representative is a full time task that is usually shared

by two employees at the same time and divided into two full time shifts. Duties performed

vary based on the time of the day. Making reservations and handling guest questions is an

ongoing process.

The day starts with a series of tasks that includes Checking out customers/ guests and settling

their balances, providing a list to the housekeepers regarding the checked out guests and stay

overs, answering calls and making reservations, handling guests complains.

The second part of the day (after 3) includes checking new customers in, updating

housekeeping sheet regarding the rooms that are ready and available for guests, answering

calls, solving customer issues

The last part of the day requires closing of books for that particular day, auditing, assisting

guests with any information that they require, making reservations.

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Job Description

The Job Analysis conducted provided information, based on which a job description was

created. In order to create a job description that would fit the organization’s culture and

policies, was asked a series of questions which provided the following results:

1. Job Identification:

Job identification usually includes job position title, location, report to, date on which

the job description was written and job code which provides easy referencing. Below

is the job identification for the targeted position:

Job position: Customer service representative

Location: Kamloops

Report to: (name)

Date: 11th November; 2014

Written by: Aditya Sadh , Omkar Raut

Job Code: CSR 1

2. Job Summary

Job summary will provide information regarding the general nature of job and major

functions and activities performed.

Job Summary- under the administration of the General Manager, Kathy Wishnevski

the Candidate is responsible for providing quality guest service as it pertains to

checking in/ out of hotel guests; Choice advance operating system; taking hotel

reservations; and concierge services in a gracious and professional manner. Provide

accuracy with daily accounting procedures.

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3. Major functions and activities:

Major functions and activities will include- Check in and out, Courtesy calls, Guests

needs, telephone service, special requests, proper registration procedures, cashiering

procedures, guests services, wake – up calls etc.

Significant tasks:

The most significant tasks performed by a customer service representatives are:

a. Concierge: Answer any guest inquiries regarding the city, events, and attractions.

b. Guest Service Agent: greeting and registering the guest, providing outstanding

guest service during their stay, and settling the guest’s account upon completion

of their stay.

c. Security: overseeing the safety and security of the hotel and guests throughout the

day.

4. Relationships

Relationships shows the job holders relations with other inside and outside the

organization, along with peers, superiors, and outsiders relevant to the job.

Relationships- Internally, report to Kathy Wishnevski, provide accurate information

to housekeepers, assist housekeepers with any issue that arises. Externally, relate to

internet service provider in case any technique issue occurs, relate to courier services

to collect and send mails, customer or potential customers.

5. Educational requirements/ Work experience

Dogwood Diploma, at least 6 months of experience in similar capacity (customer

service jobs), can read, write and speak English fluently, proficient in Microsoft

office.

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6. Salient Working Conditions

Ability to grasp and bend: push or pull heavy loads weighing up to 75lbs.; and lift

and/or carry or otherwise move packages, boxes and luggage, ability to stand for long

period of time ( around 5 hours ),

7. Equal Employment Opportunity Clause

Comfort Inn complies with 41 CFR 60-1.4- According to which, Candidates will not

discriminate against any employee or applicant for employment because of race,

colour, religion, sex, or national origin.

In all solicitations or advertisements for employees placed by or on behalf of the

contractor, state that all qualified applicants will receive consideration for

employment without regard to race, colour, religion, sex, or national origin. (Law.

Cornell, 2014)

8. Problem Solving:

Diverse cultures and a fast paced working environment creates a unique and tough

business environment. The incumbent will often face customer related problems

demanding solutions that need to be creative and, at the same time, sensitive to

customer needs and requirements.

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Job Specifications

Job specification is made after examining the duties and responsibilities for the position of

customer service representative. It includes the human traits and experience to do the job.

I. Education and Experience:

High School Diploma is a requirement,

Previous knowledge/ experience as a customer service representative is an asset.

II. Skills:

Communication Skills- strong verbal and written skills (English)

Organization Skills- Strong organizational skills with attention to details

Computer skills- proficient in Microsoft office to make reservations

Basic Math skills for cash handling; ability to provide change and count back at end

of the shift.

III. Ability:

Ability to handle customer issues

Ability to solve problems that arise in workplace in an efficient and effective manner

Ability to settle in a fast paced work environment

Ability to assist co-workers, including housekeepers by giving accurate information

about room’s availability and occupancy.

IV. Knowledge :

Knowledge about the job, customer service representative. Its requirements and

expectations.

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PART 2

Recruitment and Selection Strategy

Target position: Customer Service Representative. This section includes a recruitment plan

for targeting individuals for the above mentioned position.

Step 1:

Conducting a job Analysis. As per the information provided to us, the ideal candidate must be

enthusiastic about the job, must be able to work in a fast pace environment, should be a

people person with good communication skills, must be punctual.

Step 2:

A job description and specification is created with lays down all the duties and

responsibilities that an ideal candidate is required to do as well as provide the knowledge,

skills, abilities and educational requirements. (Refer Appendix 1)

Step 3:

The Job description will be used to create a Job ad that will be posted in leading work engine

websites: worksafe.bc and indeed. Ca. The purpose of selecting these two websites is because

they are referred to first, when finding a job.

The Section place will be to market the Job ad through social media which includes Facebook

and LinkedIn. Since the major target for this position is students or recent graduates. Posting

on Facebook is the most efficient and reasonable way of getting a large pool of candidate.

Recruitment Sources and methods:

Online Websites: Indeed.ca, WorkBc. Ca – Online Application

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Social Media- LinkedIn, Facebook- Link that takes the interested candidate to either of the

two websites.

Drop in- Candidates can also drop in resumes at the hotel Comfort Inn, Kamloops

Online application helps to expand the pool of applicants as it is accessible to a large number

of people. In addition, Social media further expands the range of applicant pool.

Job Fair- Participate in job fair at Thompson Rivers University, to further target students.

Profile of People being targeted:

Candidates to be targeted include- Recent Graduates, University Students for part time shifts.

Students with previous customer service experience.

Cost: Cost of advertising is estimated as follows: Click- number of links embedded in the

website.

Cost’s Amount (in CAD)

Job Ad

Job Fair

Free on Facebook, $ 7.5 for both websites

Approx. 350 to 400$/ table

Social Media

a. Facebook

Free

Website

a. Indeed

b. WorkBC

$1.25/click x2 = $2.5

$2.5/click x 2 = $ 5

Total $ 7.5 for 2 clicks

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Selection tools

The major requirements required, to perform the job of a customer service representative are:

Formal Qualifications: Dogwood Diploma. Post- Baccalaureate Diploma in Hotel

Management is an asset

Experience: No prior experience is required; but at least 6 months of experience in similar

capacity (customer service jobs), is considered an asset

Communication Skills: Good oral and written communication skills are required, candidate

must be fluent in English. Proficiency in one or more foreign language is an asset. The

incumbent must be able to communicate courteously and effectively. Strong interpersonal

skills are required. All interactions with customers must be handled with tact and diplomacy.

Effort:

Physical Effort: The incumbent is required to stand during majority of the working hours.

Ability to grasp and bend: push or pull heavy loads weighing up to 75lbs. Lift and/or carry or

otherwise move packages, boxes and luggage

Mental Effort:

Continuous mental attention towards guests needs. Must remain vigilant despite many

simultaneous demands on his or her attention.

Working Conditions:

Job is performed in-doors. Part time or full time work May being at 8 am sharp, five days a

week. Some over time and split shifts may be required. Evening shift begins at 4 pm sharp.

To determine the best selection procedure, several selection tools will be used to cater to the

above stated job specification:

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Step 1: Filling an application form

The application form will be available online on WorkBc and indeed. Drop-in applicants

need to fill in this form at the office branch. This application form needs to be sent with a

resume in order to extract more detailed information about the candidate. A sample

application form is attached in Appendix 3.

This application form gathers information such as available working hours, pay scale,

eligibility to work in Canada, and other basic information.

Step 2:

The application form along with the resume will be screened by the General Manager. The

application shall be judged on the following basis:

CONTENT GRADES (out of 100%)

1.Availability to work 5 days a week – Full

time

Availability to work 5 days a week – part

time (includes weekends)

10%

2. Pay scale

Minimum pay 11$/ hour. Maximum pay

12$/ hour (100% if candidate expects 11.)

30%

3.Eligible to work in Canada 30%

4.Previous experience 30%

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Candidates need to score a 100% in criteria 3 and 4 and a minimum 50% required for criteria

2 and 1. Once applications are screened for the above stated information. A phone interview

will be conducted.

Step 2:

The phone Interview may be conducted to confirm information provided on the selected

application forms. Information such as availability, salary requirements and other

requirements will be confirmed and a date and time of the next interview will be provided.

The purpose of this step is only to confirm the information provided by the application and

not to phase applicants out, unless there is a different in applicant’s information provided in

the form and information gathered during the phone interview.

Step 3:

Since the position of a customer service representative is a crucial one. The major weightage

of the selection process lies on the interview process.

During the interview, the general manager along with the assistant manager will be present to

interview candidates.

The interview will include series of behavioural and situational questions to examine

candidate’s problem solving, multitasking, quick thinking, analytical and time management

skills. Candidate will also be required to present 2 references at the end of the interview

process. The applicants will be graded using a grading rubric to ensure reliability of the

process. For the Grading Rubric Please refer to Appendix 3

Step 4:

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The final step includes a reference check to verify the information provided by the applicant

during and before the interview process is accurate and free of errors. The applicants previous

work supervisor may be contacted or any other reference provided by the applicant

Assessment Tools Used:

Assessment is used to determine whether a candidate is a correct fir for the target position. It

is a tool used to estimate, if the candidate has the required knowledge, skills and enthusiasm

to perform the required duties under the job requirements.

Assessment tools used in our project are based on

Multi hurdle selection system

It refers to having a cut-off score at each predictor - and if an applicant fails to reach the cut-

off score he/she is eliminated from the employee selection. This process is used to determine

an ideal candidate that will successfully cross all the predictors.

In this recruitment and selection procedure, multi hurdle system was used at the beginning,

i.e. during the applicant process where candidates that did not meet the required grade were

eliminated. The applicants who made it underwent a phone interview that was a basis of an

individual interview. This was the second phase of the multi hurdle system where candidates

were selected based on a series of behavioural and situational questions which was graded on

a grading rubric (Appendix 3)

Grading rubric

It is a reliable tool in calculating and setting guidelines used to promote the consistent

application on expectations required to fulfil job performance or to measure their fulfilment

against a consistent set of criteria. Grading rubrics here is used to define performance

expectations and ensure consistency in the evaluation of the candidates.

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Grading rubric is designed in such a way where applicants are graded as per their

performance in interview depending on the accuracy of information on situational questions.

Problem solving technique using critical thinking and proper communication skills.

(Appendix 3)

Compensatory:

This selection process is designed to accommodate candidates to the extent of undue

hardship. The final assessment takes place in the interview process where the candidate is

selected based on solely their skills, abilities and knowledge. However, since standing up for

a long period of time and lifting weights is a bona fide occupational requirement; physically

incapacitated candidate shall be subjected to not qualify.

Compensation may not be considered an option if there are candidates that perform much

higher than other candidates. However, in case of next to similar scores, candidates may be

subject to qualify to reach the next round, until the interview stage.

Comfort Inn and Suites Current Recruitment Strategy:

The organization currently uses the following process for recruitment:

A Job description is posted on Indeed. Ca and applicants are encouraged to drop in their

resume at the work office. Based on the resume, candidates are called for an interview. The

interview includes a serious of question based mainly on working hours, experience and other

personal information. Based on the information gathered, the candidate is called to offer the

job.

The process is brief and lacks in-dept. strength to assess candidates based on their knowledge,

skills, abilities and other key attributes. This process does not take into criteria the other

major attribute such as multitasking abilities, cognitive task abilities, and problem solving

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skills that can be assessed through situational and behavioural questions, during an interview

process.

The advertisement is unable to generate a large pool of applicants as it isn’t marketed

effectively and efficiently. Universities aren’t targeted in order to recruit.

This is no job ads created to recruit incumbents that can be potential employees of this

organization.

The organization does follow and complies with the Human rights legislations, Health and

Safely norms and other BC laws. It also complies with Employment Equity act and Equal

Wages Act.

Recommended Recruitment Strategy:

A Job add may be posted on workbc.ca and indeed.ca which contains a job description, job

specification and an application form for candidates

Application form contains specific personal information such as availability to work as well

as work related information such as previous work experience and other necessary

information. The submitted resumes will be screened based on this application form and later

a phone interview will be conducted for the short listed applicants.

Interview process is divided into two section: phone interview and face to face interview.

This stage is extremely crucial as it assesses the candidates on their communication skills,

problem solving, multitasking, behaviour, cognitive abilities and educational qualification

and experience required to effectively perform the job.

Phone interview is conducted to confirm the information provided by the applicant in the

application form and to confirm the date and time of the personal interview.

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As per recruitment strategy, face to face interview is the most important tools to assess

candidates. Grading rubric helps assess candidates on problem solving techniques,

multitasking skills and ability to fit for this position

Grading rubric will help grading applicant on their performance and skills

Applicant with highest points will further proceed and be shortlisted as per grading rubric.

Finally, Reference check process will help complete the process and get background

information about the applicant and check information about applicant with previous

employer

After complication and passing all recruitment and selection process successfully applicant

may be hired, if they agree to comply with all the policies and procedures of the hotel.

Compare and Contrast:

Current Recruitment and selection strategy used in Comfort Inn and suites vs

New Strategies

Current: A Job description is posted on Indeed. Ca and applicants are encouraged to drop in

their resume at the work office.

Proposed: Job add is posted on workbc.ca and on indeed.ca along with an electronic

application containing information, availability, employment history, education and general

information. Applicant can even drop resume along with application in workplace.

Current: Applications are screened and called for interview without the use of any grading

rubric/ tool

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Proposed: New screening tool makes it simple by grading applicants as per availability, pay

scale eligible to work in Canada and work experience then applicants are shortlisted and a

phone interview is conducted.

Current: Interview is screened by one person either by general manager or by assistance

manager. The interview includes series of question based on previous experience and other

personal information. Based on the information gathered, the candidate may be offer the job.

Proposed: Interview is screened by general manager along with assistance manager to ensure

that the applications meet the job requirements as this job demands for exceptional customer

service skills which is tested through a phone interview and a personal interview. Phone

interview is used to check communication skills and other requirements whereas the personal

interview tests the candidate on a more skill set based level.

Current: Interview process is brief and lacks proper assessment for candidates based on their

knowledge, skills, abilities and other key attributes. The present process does not take into

consideration: multitasking abilities, cognitive task abilities, and problem solving skills.

Proposed: Face to face interview includes series of situational questions to check the ability

of problem solving, multitasking, and ethics. Based on grading rubric applicant are graded

and shortlisted.

Current: The organization follows Human rights legislations, Health and Safety norms and

other BC laws. It also complies with Employment Equity act and Equal Wages Act.

Proposed: The organization does follows Human rights legislations, Health and Safety norms

and other BC laws. It also complies with Employment Equity act and Equal Wages Act. to

avoid discrimination

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Behavioural and situational questions:

Having a structured interview has a drastic influence on selection of an ideal candidate. In

order to assess candidate in the most reliable manner, interviewer must prepare in advance,

questions that can assess the knowledge, skills, abilities and qualification of candidates.

(Appendix 3. B) Provides a series of questions, comprising of both behavioural and

situational to ask the candidate, in order to assess them on their problem solving,

communication skills, quick thinking and multitasking, and customer service skills.

These skills are very essential for the position of customer service representative and a

grading rubric is presented (Appendix 3. C) That helps in assessing these KSAO’s. This

grading rubric defined under Step 4 of the selection process assesses candidates on a scale of

1 to 4, where 4 is the highest grade. Interviewer is also provided with a second grading rubric

that breaks down essential skills and allots weightage to each attribute. For e.g.,

Communication skills is weighed at 15%. The grading rubric 1 is given a total weightage of

70%, whereas, grading rubric 2 is weighed at 30%. Candidates have the opportunity to score

higher with this process as they are marked on their answer as well as their individual traits.

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Appendix 1. A

Job Analysis Questionnaire

JOB ANALYSIS QUESTIONNAIRE

Job title: Location:

Department: Date:

Prepared by:

1. Purpose of Job

. What is the purpose of the job? Why does the job exist?

2. Major Responsibilities and essential functions

. What are the responsibilities? . Why is the activity performed?

. How are they done? . What is the measure of success?

. Percentage of time?

3. Knowledge

. What technique and/ or practices are necessary? Why?

. List specific education requirement(s)

. List experience requirement (s) and number of years required in each.

. List required licences or certificates.

4. Problem solving and decision making

. List how the job holder solves problems

5. Skills of persuasion

. Describe the communication skills required in this job? Are contacts inside or outside?

. Any other skills required to perform the job? . Who is communicated with?

6. Any Health and safety hazard related to the job?

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Appendix 1. B

Job Description

Comfort Inn and Suites

Position: Customer Service Representative

Location: Kamloops

Department: Front Desk Services

Job Code: CSR 1

Reports to: Kathy Wishnevski (General Manager)

Date: 12th Nov 2014

Starting date: 2nd January, 2015

Job Summary:

Under the administration of the General Manager, Kathy Wishnevski the Candidate is

responsible for providing quality guest service as it pertains to checking in/ out of hotel

guests; operating system; taking hotel reservations; and concierge services in a gracious and

professional manner. Provide accuracy with daily accounting procedures.

Duties and Responsibilities, not restricted to:

. Ensure each guest receive exceptional welcome upon arrival and departure at the hotel

. Provide efficient check-in/check-out process.

. Cash and Credit card handling

. Posting of all transactions: ensuring that all bills are kept up to date and accurate

. Assisting guests both in person and on the phone

. Taking advance reservations, booking and special requirements.

. Manage guest messages and enquiries in an efficient manner

. Must comply with all standards operating procedures and policies of Comfort Inn and Suites

. Perform other related duties assigned by the management team.

Relationships:

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Internally, report to Kathy Wishnevski, provide accurate information to housekeepers, and

assist housekeepers with any issue that arises. Externally, relate to internet service provider in

case any technique issue occurs, relate to courier services to collect and send mails, customer

or potential customers.

Educational Requirements/ Work Experience:

. Dogwood Diploma. Post- Baccalaureate Diploma in Hotel Management is an asset

. No prior work experience is required; at least 6 months of experience in similar capacity

(customer service jobs), is considered an asset

. Ability to read, write and speak English fluently

. Proficient in Microsoft office.

Problem Solving:

Diverse cultures and a fast paced working environment creates a unique and tough business

environment. The incumbent will often face customer related problems demanding solutions

that need to be creative and, at the same time, sensitive to customer needs and requirements.

Salient Working Conditions

. Ability to grasp and bend: push or pull heavy loads weighing up to 75lbs

. Lift and/or carry or otherwise move packages, boxes and luggage

. Ability to stand for long period of time (around 5 hours)

Candidates must provide at least 2 references at the time of selection interview

Interested Candidates may send their detailed resumes at indeed.ca or workbc.ca or email

Kathy Wishnevski, general manager at gm@comfortinnkamloops.com. Drop-in resumes are

also welcomed at Comfort Inn & Suites Kamloops, 1810 Rogers Place, Kamloops, BC V1S

1T7. The last date to submit application is 23rd December 2014. Only selected candidates will

be contacted.

Comfort Inn proudly complies with 41 CFR 60-1.4- According to which, Candidates will not

discriminate against any employee or applicant for employment because of race, colour,

religion, sex, or national origin.

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Appendix 1. C

Job Specification

Comfort Inn and Suites

Job title: Customer Service Representative Location: Kamloops

Job Code: CSR 1 Report to: Kathy Wishnevski

Department: Front desk services

Date: 12th Nov 2014

Job Summary:

Under the administration of the General Manager, Kathy Wishnevski the Candidate is

responsible for providing quality guest service as it pertains to checking in/ out of hotel

guests; operating system; taking hotel reservations; and concierge services in a gracious and

professional manner. Provide accuracy with daily accounting procedures.

Skills:

Formal Qualifications: Dogwood Diploma. Post- Baccalaureate Diploma in Hotel

Management is an asset

Experience: No prior experience is required; but at least 6 months of experience in similar

capacity (customer service jobs), is considered an asset

Communication Skills: Good oral and written communication skills are required, candidate

must be fluent in English. Proficiency in one or more foreign language is an asset. The

incumbent must be able to communicate courteously and effectively. Strong interpersonal

skills are required. All interactions with customers must be handled with tact and diplomacy.

Effort:

Physical Effort: The incumbent is required to stand during majority of the working hours.

Ability to grasp and bend: push or pull heavy loads weighing up to 75lbs. Lift and/or carry or

otherwise move packages, boxes and luggage

Mental Effort:

Continuous mental attention towards guests needs. Must remain vigilant despite many

simultaneous demands on his or her attention.

Working Conditions:

Job is performed in-doors. Part time or full time work May being at 8 am sharp, five days a

week. Some over time and split shifts may be required. Evening shift begins at 4 pm sharp.

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Appendix 2. A

JOB AD

Comfort Inn and Suites Head Office: Comfort Inn & Suites Kamloops, 1810 Rogers Place, Kamloops V1s 1T7

Comfortinnkamloops.com email: gm@comfortinnkamloops.com

Ph. no: (+1) 250.372.0987

CUSTOMER SERVICE REPRESENTATIVE

Comfort Inn and Suites is looking to hire customer service representatives for the coming winter season (2015) in Kamloops area. We require personnel with “can do” attitude that can work effectively and efficiently in a fast- paced customer friendly environment.

Duties may include, but not limited to:

. Ensure each guest receive exceptional welcome upon arrival and departure at the hotel

. Provide efficient check-in/check-out process.

. Cash and Credit card handling

. Posting of all transactions: ensuring that all bills are kept up to date and accurate

. Assisting guests both in person and on the phone

. Taking advance reservations, booking and special requirements.

. Manage guest messages and enquiries in an efficient manner

. Must comply with all standards operating procedures and policies of Comfort Inn and Suites

. Perform other related duties assigned by the management team.

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Appendix 3. A

Application Form

Personal Information

Name:

City:

Province:

Cell phone: Email Id:

Entitled to work in Canada Y/N

Have you worked before in choice hotels? Y/N

Availability:

Days: Monday Tuesday Wednesday Thursday Friday Saturday Sunday

Time:

Total hours available for work:

Minimum hours of work:

Maximum hours of work:

How did you heard about this position:

Do you have you own means of transportation?

Employment history:

Previous work experience

Company: Worked until:

Address: City: Province:

Phone number:

Supervisor name: Managers name:

Pay rate: Reason of leaving:

Employer 2

Company: Worked until:

Address City. Province:

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Phone number:

Supervisor name: Managers name:

Pay rate: Reason of leaving:

Education (most recent attended):

Name of Institution

Year of Passing

Grade

General summary

About you’re self:

Why you want this job:

Expectations from us:

I hereby state that all information provided above is true and accurate

Applicants Signature:

Date:

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Appendix 3. B

Structured Interview Questions

Introductory questions:

. What are your strengths and weaknesses?

. Why are you applying for this position?

. Where do you see yourself in the next 5 years?

Behavioural and Situational Interview questions:

B. Give us an example of a time you resolved a conflict between other people?

S. Now here’s a situation related to conflict. A conflict between a housekeeper and a

customer, relating to a missing good’s is bought to your notice. How will you deal with this

situation?

B. Time management is a key to being successful. What strategies do you use to ensure your

time is well managed?

S. During peak hours, around 5 guests come at the same time. How will you deal with this

situation, ensuring that all guests’ needs are satisfied?

B. Have you had any experience in a similar capacity, like any customer service job?

S. During your shift, you get a call from a customer, but at the same time another customer

walking in, in addition, your supervisor is asking to see you? Whom will you deal with first

and why?

29

Appendix 3. C

Grading Rubric

Weightage – 70%

Skills/rank 1 2 3 4

Education/

knowledge

The candidate

displayed poor

knowledge

regarding

customer service

The candidate

displayed fair

knowledge

regarding

customer service

The candidate

displayed good

knowledge

regarding customer

service

The candidate

displayed excellent

knowledge

regarding customer

service

Problem Solving

skills

Candidate

demonstrated poor

problem solving

ability

Candidate

successfully

demonstrated

fair problem

solving ability

Candidate

successfully

demonstrated good

problem solving

ability

Candidate

successfully

demonstrated

outstanding

problem solving

ability

Team work/

Group setting

Candidate

displayed poor

flexibility and was

uncomfortable in

a group

environment

Candidate

displayed

average

flexibility and

was hesitant in a

group

environment

Candidate

displayed good

flexibility and was

comfortable in a

group environment

Candidate displayed

excellent flexibility

and was

comfortable in a

group environment

Quick Thinking,

multitasking and

analytical skills

Candidate

demonstrated poor

multitasking,

quick thinking and

analytical skills

Candidate

demonstrated

fair multitasking,

quick thinking

and analytical

skills

Candidate

demonstrated good

multitasking, quick

thinking and

analytical skills by

providing real life

instances

Candidate

demonstrated

excellent

multitasking, quick

thinking and

analytical skills by

providing real life

instances and

examples

Communication

skills

Candidate

demonstrated poor

English skills

Candidate

demonstrated

average English

skills

Candidate was

good in English,

Both speaking and

writing

Candidate was

fluent in English,

both speaking and

writing

The Grading rubric is divided into 2 parts: the first one lays a detailed structure, from point 4

to 1. Four being the best. This rubric segregates candidates based on their knowledge and

skills required to perform the task. Weightage 70%

30

The second table grades candidate based on their performance at the interview. This table is

divided into several small segments each holding a certain percentage. For instance, the

accuracy of the information provided will be graded out of 10, whereas their problem solving

skills will be graded out of 3 and so on. Higher weightage is given to communication skills as

it is one of the major skills needed to perform the task of a customer service representative.

Rubric 2

Interview Grade/Percentage (30%) Grade Obtained

Interview 10% (includes accuracy of information (5%), problem

solving skill (3%), critical thinking skills, multitasking

(2%)

Individual

Grading

20% (15% for communication skills, 5% for

confidence)

Final Grade: Rubric 1 : /70 + Rubric 2: /30 Total: /100

31

APPENDIX 4

32

33

34

35

References

Job Descriptions. (n.d.). Retrieved November 10, 2014, from

http://www.silvercloud.com/jobdescriptions.htm

Dessler, G., D. Cole, N., & L. Sutherland, V. (2000). Designing and Analyzing Jobs.

In Human resource management in canada (9th ed., pp. 88- 100). Toronto, ON: Prentice

Hall.

Kathy Wishnevski, General Manager, Comfort Inn and Suites. Job Analysis

conducted on September 22, 2014

http://www.comfortinnkamloops.com/locations.aspx (Picture in the Job Ad)