SITXHRM004 - Recruit, Select and Induct Staff - Case Study Assessment answer

Recruit, Select and Induct Staff Case Study 

Assessment Task:

Imagine you are working in a mid-sized café in the CBD called Café ‘Happy Customer’. The café mainly specializes in organic food and has been in the Sydney CBD market since 2010. The café employs 4 full time plus 4 casual staff. There is a seating arrangement for 15 people. The café is willing to position itself as a reasonably priced and pure customer-oriented café.  The café seeks to fulfil the following benefits that are important to their customers: • Quick and quality customer service • Minimal wait while ordering food • A wide variety of menu  • Affordable price with no compromise on quality • Quick customer complaint resolution  The above wish list by the management of the café has necessitated hiring a new customer service staff with experience in customer handling and managing busy café business.  
 
The Restaurant Manager has approached you to assist him in recruiting a new customer service staff.  

Q.1 Using the above café scenario, identify at least four (04) recruitment needs through which the café management can achieve the above listed benefits related to their customers.   
 
Q.2. While you briefed your manager on the recruitment needs, he interrupted you and asked you if he needed consultation on this?  And if yes, to whom he should consult. Jot down your answer in no more than 50 words.  
 
Q.3. Let’s suppose your manager is not the final hiring authority. In this case, what do you think he should do to finalize hiring for his chosen candidate?   
 
Q.4. Imagine your manager is struggling in finalizing the selection criteria for the customer service job. Explain him briefly, not more than 125 words, how a job description for a customer service job can assist him in developing clear and concise selection criteria for the customer service job?  Are there any specific job behaviour and attitudes that you would recommend you, manager, to incorporate in his selection criteria for the customer service job?    
 
Q.5. For a mid-sized café, of the following list items, what do you think is the appropriate selection process and why? You can choose more than one option. 

Q.6. The following recruitment advertisement appeared on an internet job-search website. Comment on the potential effectiveness of the above advertisement for this café’s customer service job.  How could the advertisement be improved? 

Q.7. Imagine that the manager received over 100 resumes for the advertised position on customer service. Advise your manager on some five (05) steps he needs to take to process applications 
 
Q.8. Describe at least 5 processes your manager can implement to ensure that the company complies with the EEO employment laws. What are the award that is applicable to employees working in a café or Restaurant business and list at least 5 conditions/entitlements covered by this award?  

Q.9. One of the important elements in any selection process is to get the reference check done. What methods your manager could use to maximise the usefulness of information gained from reference checks for this customer service job? 
 
Q.10. List down two interview questions for your manager which he can use to evaluate applicants during the interview for customer service attitude and experience to ensure a person hired is fit to the position. 

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