BSBHRM405 Learner Assessment Pack.v2.1-2

BSBHRM405 Support the recruitment, selection
and induction of staff
Learner Assessment Pack

V2.1_July 2019
Evidence recorded Evidence Type/ Method of assessment Evidence

Submitted
Unit Assessment 1 Unit Knowledge Assessment (UKA) Yes / No
Unit Assessment 2 Unit Skills Assessment (USA) Yes / No

CONTENTS
UNIT OVERVIEW....................................................................................................................................................... 4
Unit Description...........................................................................................................................................................4
PERFORMANCE EVIDENCE.............................................................................................................................................................................................5
KNOWLEDGE EVIDENCE.................................................................................................................................................................................................6
ASSESSMENT CONDITIONS............................................................................................................................................................................................6
AQF SPECIFICATIONS FOR ASSESSMENTS...................................................................................................................................................................6
Knowledge...................................................................................................................................................................6
Skills.............................................................................................................................................................................6
Application...................................................................................................................................................................7
ACSF SPECIFICATIONS AND FOUNDATION SKILLS......................................................................................................................................................7
SUBMITTING ASSESSMENTS..........................................................................................................................................................................................7
TRAINING RESOURCES....................................................................................................................................................................................................7
UNIT ASSESSMENT PLAN............................................................................................................................. 8

UNIT ASSESSMENT 1..................................................................................................................................... 9
UNIT KNOWLEDGE ASSESSMENT (UKA).................................................................................................... 9
STUDENT TO COMPLETE AND SUBMIT...................................................................................................... 9
STUDENT INSTRUCTIONS............................................................................................................................................................................................10
UNIT ASSESSMENT 2................................................................................................................................... 16
UNIT SKILLS ASSESSMENT (USA)............................................................................................................. 16
STUDENT TO COMPLETE AND SUBMIT..................................................................................................... 16
STUDENT INSTRUCTIONS............................................................................................................................................................................................17
ASSESSMENT 2:...................................................................................................................................................... 18
APPENDICES........................................................................................................................................................... 29
APPENDIX: 01....................................................................................................................................................... 30
Case Study - The International Hotel Group.................................................................................................... 30
APPENDIX: 02....................................................................................................................................................... 34
Position Description....................................................................................................................................... 34
APPENDIX: 03....................................................................................................................................................... 35
Information on received applicants................................................................................................................ 35
APPENDIX: 04....................................................................................................................................................... 36
IHG Induction Checklist.................................................................................................................................. 36
APPENDIX: 05....................................................................................................................................................... 37
Template – Shortlisting Matrix....................................................................................................................... 37
APPENDIX: 06....................................................................................................................................................... 38
Template - Reference Check Form:................................................................................................................. 38
APPENDIX: 07....................................................................................................................................................... 39
Template - Selection Report........................................................................................................................... 39
APPENDIX: 08....................................................................................................................................................... 42
Observation Checklist................................................................................................................................................42
APPENDIX: 09....................................................................................................................................................... 43
Post Interview Observation Checklist........................................................................................................................43
APPENDIX: 10....................................................................................................................................................... 44
Template - Job Description............................................................................................................................. 44
Apex Institute of Education BSBHRM405 – Learner Assessment Pack V2.1_Jul ’19 | CRICOS: 03156M Page 2 of 50
APPENDIX: 11....................................................................................................................................................... 45
Template – Meeting Minutes......................................................................................................................... 45
APPENDIX: 12....................................................................................................................................................... 46
TEMPLATE – Employment Contract................................................................................................................ 46
APPENDIX: 13..................................................................................................................................................... 48
Research links for students........................................................................................................................................48
Apex Institute of Education BSBHRM405 – Learner Assessment Pack V2.1_Jul ’19 | CRICOS: 03156M Page 3 of 50
UNIT OVERVIEW
BSBHRM405 Support the recruitment, selection and induction of staff
UNIT DESCRIPTION
This unit describes the skills and knowledge required to execute tasks associated with the
recruitment cycle and apply in-depth knowledge of the work of the organisation, and how
recruitment and selection practices fit with other human resources functions.
This unit applies to individuals who support recruitment, selection and induction functions under
the direction of a human resource manager.
No licensing, legislative or certification requirements apply to this unit at the time of publication.
To achieve competency in this unit a student must demonstrate their ability to complete tasks
outlined in elements and performance criteria of this unit in the context of the job role, and:
ELEMENT PERFORMANCE CRITERIA
Elements Performance criteria describe the performance needed to
describe demonstrate achievement of the element
the
essential
outcomes.
1. Plan for
1.1 Obtain approval to fill position, clarify time lines and requirement for
recruitment
appointment
1.2 Assist in preparing job descriptions that accurately reflect the role
requirements, according to organisational policies and procedures, legislation,
codes, national standards and work health and safety (WHS) considerations
1.3 Consult with relevant personnel about job descriptions and workforce
strategy
1.4 Assist in ensuring that job descriptions comply with legislative
requirements and reflect the organisation's requirements for a diverse
workforce
1.5 Obtain approvals to advertise position
2. Plan for
2.1 Choose appropriate channels and technology to advertise vacancies
selection
and/or identify potential talent pool
2.2 Advertise vacancies for staffing requirements according to organisational
policies and procedures
2.3 Consult with relevant personnel to convene selection panel and develop
interview questions
2.4 Assist in ensuring that interview questions comply with legislative
requirements
2.5 Assist in short-listing applicants
2.6 Schedule interviews and advise relevant people of times, dates and venues
Apex Institute of Education BSBHRM405 – Learner Assessment Guide V2.1_Mar’19 | CRICOS: 03156M Page 4 of 50
3. Support
3.1 Participate in interview process and assess candidates against agreed
selection
selection criteria
process
3.2 Discuss assessment with other selection panel members
3.3 Correct biases and deviations from agreed procedures and negotiate for
preferred candidate
3.4 Contact referees for referee reports
3.5 Prepare selection report and make recommendations to senior personnel
for appointment
3.6 Advise unsuccessful candidates of outcomes and respond to any queries
3.7 Secure preferred candidate's agreement
3.8 Complete necessary documentation according to organisational
procedures, observing confidentiality and privacy requirements
4. Induct
4.1 Provide successful candidate with employment contract and other
successful
documentation
candidate
4.2 Advise manager and work team of new appointment
4.3 Advise managers and staff of candidate's starting date and make
necessary administrative arrangements for pay and employee record keeping
4.4 Arrange successful candidate's induction according to organisational policy
PERFORMANCE EVIDENCE
Evidence of the ability to:
 prepare job descriptions

 use job descriptions to support sourcing, selecting and appointing suitable staff
 use different advertising channels to promote vacancies and/or establish a potential talent pool
 consult with managers to gain approvals
 develop selection criteria and interview questions in consultation with relevant personnel
 schedule interviews and advise relevant people of times, dates and venues
 participate in interviews and other selection techniques including assessing candidates against
selection criteria to short list them
 obtain referees' reports
 prepare and distribute a selection report including feedback to give unsuccessful candidates
 advise unsuccessful candidates of the results
 secure preferred candidate s agreement and provide an employment contract
 advise other staff of the successful candidate and arrange induction.
Note: If a specific volume or frequency is not stated, then evidence must be provided at least once.
KNOWLEDGE EVIDENCE
To complete the unit requirements safely and effectively, the individual must:
 identify documentation required for recruitment, selection and induction

 explain human resources life cycle and the place of recruitment and selection
 identify legislation relevant to recruitment, selection and induction of staff
 describe channels and technology to advertise vacancies
 explain a range of interviewing techniques and other selection processes and their application.
ASSESSMENT CONDITIONS
Assessment must be conducted in a safe environment where evidence gathered demonstrates
consistent performance of typical activities experienced in the workforce development human
resource development field of work and include access to:
 workplace policies and procedures

 business technology
 position descriptions
 legislation, regulations, Codes and Standards relevant to staff recruitment, selection and induction
 interaction with others.
Assessors must satisfy NVR/AQTF assessor requirements.

AQF SPECIFICATIONS FOR ASSESSMENTS
This assessment is set in accordance with the criteria for AQF Level 4. Certificate IV qualifications
must be designed and accredited to enable graduates to demonstrate the learning outcomes expressed
as knowledge, skills and the application of knowledge and skills specified in the level 4 criteria and
the Certificate IV descriptor.
The purpose of the Certificate IV qualification type is to qualify individuals who apply a broad range
of specialised knowledge and skills in varied contexts to undertake skilled work and as a pathway for
further learning.
Students at this level will have theoretical and practical knowledge and skills for specialized skilled
work and/or further learning.
KNOWLEDGE
Students at this level will have broad factual, technical and some theoretical knowledge of a specific
area or a broad field of work and learning.
SKILLS
Students at this level will have a broad range of cognitive, technical and communication skills to select
and apply a range of methods, tools, materials, and information to:
• complete routine and non-routine activities
• provide and transmit solutions to a variety of predictable and sometimes
unpredictable problems
APPLICATION
Students at this level will apply knowledge and skills to demonstrate autonomy, judgement and
limited responsibility in known or changing contexts and within established parameters.
ACSF SPECIFICATIONS AND FOUNDATION SKILLS
The term ‘Foundation Skills’ is currently used to include the core skills defined in the Australian Core
Skills Framework (ACSF) as well as the employability skills identified by employers as critical for
effective performance in the workplace. The core skills of the ACSF include reading, writing, oral
communication, numeracy and learning.
Foundation skills encompass the core skills of reading, writing, oral communication, numeracy and
learning as described by the Australian Core Skills Framework (ACSF), and the Employability
Skills/Core Skills for Work. They exist on a continuum from very basic skills to highly-developed and
specialist skills. The foundation skills have been addressed in this assessment.
SUBMITTING ASSESSMENTS
Students should submit assessment tasks with the provided cover sheet.
Assessments should be submitted on or before their due date. Extensions for individual assessment
tasks may be negotiated in specific circumstances. Consultation on this must occur prior to the due
date and extensions due to illness will require a medical certificate. Extensions must be confirmed
by the Academic Manager in writing.
TRAINING RESOURCES
The student will have access to the following:

 AIE Student Workbook
 PowerPoint presentation
 Learner Assessment Pack (LAP)
 Access to a computer, the Internet and word-processing system such as MS Word.
UNIT ASSESSMENT PLAN
To demonstrate competence in this unit, you must be assessed as satisfactory in each of the
following assessment part.
Evidence recorded Evidence Type/ Method of assessment Evidence Submitted
Unit Assessment 1 Unit Knowledge Assessment (UKA) Yes / No
Unit Assessment 2 Unit Skills Assessment (USA) Yes / No
UNIT ASSESSMENT 1
UNIT KNOWLEDGE ASSESSMENT (UKA)

STUDENT TO COMPLETE AND SUBMIT
STUDENT INSTRUCTIONS:
You are required to demonstrate the knowledge you have gained from undertaking BSBHRM405
Support the recruitment, selection and induction of staff unit of competency.
 All questions must be answered correctly to be completed satisfactorily.
 All knowledge assessments are untimed and are conducted as open book (this means student
can refer to textbooks or any resources).
 Student may handwrite/use computers to answer the questions.
 This assessment task may be completed in a classroom, at home, learning management

system (i.e. Moodle), or independent learning environment.
 You must complete all questions unassisted by the assessor or other personnel but may
refer to reference material as needed.
Submission details
 The Assessment Task is due on the date specified by your trainer. Any variations to this
arrangement must be approved in writing by your trainer.
 Fill out and attach the Assessment Submission form to the documents you are
submitting to be marked.
 Please answer each question on a Janarate page provided and clearly indicate the question
number at the top of the page.
 The Trainer/Assessor may further prompt and question in order to receive

answers of appropriate quality or if further clarification is required and to
validate authenticity of your submitted work.
Q.1 List down (5) five important considered to be kept in mind by a HR manager while
planning for recruiting a chef in a busy restaurant.
Working Under-pressure:
Since assuming the restaurant is occupied, the culinary expert is additionally rapidly
cook, be exact and follows the orders particularly bustling period and weekend.
High Responsibility:
Chef is the top of the kitchen, so they need to lead everybody and control in general
impeccably, for instance; assuming we miss one, that mean we should do once more.
Thusly, the need to be fast-paced as well
Neatness:
Culinary specialist should keep every one of the things clean since, in such a case that
there are unsanitary things happened, they will be impacted to the nature of food
sources. What's more keep clean is vital since, supposing that the client discover
something wrong, they will complain. Also this will be applicable to your profession
and may be the restaurant can be forced to shut down.
Communication:
It is the critical tool for the gourmet specialist which needs to draw in with individuals
who they work with. Since, supposing that we speak with one another, we will do the
right way to recipes and also organization chart.
Perceive the unrefined substances:
The chef should know everything admirably about ingredients and the raw materials
which is reasonable for the food. And furthermore know how to organize them that
how to keep it new.
Q.2 List down key information, any five, which should be included in a comprehensive job
description?
 Job title
 Job purpose
 Job duties and responsibilities
 Required qualifications
 Preferred qualifications
 Working conditions.
Q.3. Consultation is one very important element in the whole recruitment planning process.
List down key elements of effective consultation.
 Problem formulation
 Overreaching goals
 Practice methods
 Change processes
 Power and influence
 Value system
Q.4. Briefly explain how you would ensure that a job description for a chef job in a busy and
diversified staff based café in Sydney CBD, complies with legislative requirements and
reflect the organization’s requirements for a diverse workforce? (50-100 words)
We need to indicate the approach for everybody to follow. In the event that any individual
who doesn't follow, they will be rebuffed. What's more the main punishment is to advice.
In the event that this progression doesn't work, then, at that point, the subsequent
advance is deducting the cash. Furthermore the last advance is fire that staff that disrupt
the guidelines. We have the penalties due to the administrative prerequisite. On the off
chance that not the association will be in a difficult situation
Q.5 Briefly outline (3) reasons for obtaining approval to advertise a position? (50-75 words)
1. That position is vacant or needed in the company.
2. To advertise the position is the process when the company need to expand the
business.
3. A concise description of requirements with at least an implicit explanation
4. A clear and detailed criteria for job success
Q.6 Briefly explain which advertising channels would you choose, and why, to advertise a
job for fresh graduate required in Sales department at a busy grocery store like Coles or
Woolworth? (75-100 words)
As I would like to think I will decide to promote through Social Medias, for example,
Facebook, twitter and so on since now generally individuals utilize this channel for looking. I
will promote on the Internet webpage or SNS network. Since cost is zero, simple to get to,
part of individuals utilizing, impact is immense for youngsters who need observe outreach
group position. Most of individuals really looking at the site about looking for work and
furthermore simple to get data. Particularly the organization has which part or taking care
of which basic food item these data is extremely valuable things for individuals
Q.7 The following recruitment advertisement appeared on an internet job-search website.

Comment on the potential effectiveness of the above advertisement. How could the
advertisement be improved? (65-100 words)
 Most importantly, up loading picture about work place, how to work, and data
about working hour, compensation, government assistance and so on
 Second is providing for individuals what organization need to the number of
laborers, what part, what major graduated that way. Individuals need to realize
that occupation is fit with me.
 Last thing is provide for inspiration. Like motivating force things for month to
month specialist, or nice worker, long period worker etc. They are deserved how
they helped organization and furthermore make more stay this organization
Administration Assistant
 CBD Based
 Salary negotiable to $35K plus super
We are a diversified financial services company with business dealings with both
local and overseas private and corporate clients. We have an exciting opportunity
for career development in an Administration Assistant/Receptionist position.
This is an "all-rounder" role, with a broad range of PA, office and administration
management duties including reception. You will have developed some office and
administration management skills within the financial services sector and be
proficient with the MS Office suite.
This challenging role will suit a diligent and highly organised person.
Please email your application and CV by clicking the below button
Q.8 What is the role of the selection panel and what general guidelines should you keep in
mind when convening a selection panel? (100-125 words)
A selection board is a group of individuals focused on talking and choosing an individual for
a position. Selection board gives changing points of view, helps to eliminate biases, and
advantages the association by including workers and specialists in the employing choice
Opening the interview

Coordinating the meeting
Closing the interview
The selection board ought to have the information on the position they might want to
enroll and settle on an appropriate choice and satisfy what our organization missing. Then,
at that point, we need to test the abilities of finance, MS office and furthermore reception.
In augmentations, we need to see their character because the receptionist must be good
character.
Also the overall rules is prior to posting the enrollment, we need to talk about that what
sort of the individual we really want for the position we need to select. Also the individuals
from the selection board in the gathering could be notable with the information, abilities,
and capacities expected of the position and with the workplace.
Q.9 Interview questions are one of the important areas to be considered during the
selection process. Imagine you are going to develop interview questions for an IT staff in
the IT department of your company. For the following types of questions, please provide
one example question against each type.
Type of Question Example Question
Behavioural Tell us time when you solved a problem at your job that wasn’t part of
your job description?
Open Ended How would you describe yourself?
Closed Ended “Have you ever worked in a different industry?”
Technical Do you have any technical certifications?
Hypothetical How would you deal with the irate customer?
Q.10 List down the various activities involved in scheduling the job interviews. (Max.
words: 150)
 Fill out the application form that the enroll staff give.
 While talking, the interviewees need to present themselves.
 Then the questioner and the interviewee will examine about the experience that
applicable.
 The enroll staff will get some information about the abilities that the candidate has
for settle on a choice which is match to the position or not.
 The questioner ought to clarify the set of working responsibilities and examine
about the details that link to the career.
Q.11 After that, it very well may be Q&A for different sides. Describe what happens
during the short-listing process. (Focus on major points) (150-200 words)
 Short listing should be carried out as soon as possible after the closing date for
receipt of applications and if practical, within two weeks of that date
 It is a fundamental principle that applicants should be short-listed against the
selection criteria
 In applying the selection criteria at short listing, the curriculum vitae and the
written responses to the selection criteria should be taken into account as well as
any referee comment that might be available
 Applicants who have made little or no attempt to address the selection criteria
should not usually be short listed. It should however be noted that some
international or interstate applicants may not be familiar with the process of
addressing selection criteria and their applications should not be discounted
because they did not address the selection criteria directly
 Internal applicants must be treated equally with external applicants. If an internal
applicant does not meet the selection criteria, the applicant should not be short-
listed
 All members of the selection committee should preferably be involved in the
short-listing process, unless a sub-committee has been established
 Written input from members of the selection committee should be forwarded to
the chair if the committee is unable to meet as a group for any reason
Q.12. Imagine you have been asked to schedule interview for short-listed candidates. List
down some five major considerations you would take while scheduling interviews. Also,
design an email to notify the interviewees of their interview date, time, venue and any
other important items that you wish to highlight in that email?
 Company knowledge
 Related skill and training
 Measurable example of success
 Positive attitude and flexibility
 Manners
An email to notify the interviewees as below,
Dear Sir;
Please check carefully and confirm below your interview details.
Confirm Interview (Phone):
Date: 16 Jan 2022
Time: 10.00 am
Position: Assistant Chef Manager

Venue: World Square/NSW
Please fill your information in our application form as attached file and reply back with
other documents as below;
Application form (File as attached)
Resume (English version or Japanese version)
Transcript (Copy)
Photo (formal)
Other documents
Q.13. Imagine you are participating in interview process to be held for hiring a Sales staff for your
marketing department. Why do you think it is important to make sure that the candidate is
comfortable during the interview? (150 - 200 words)
One of the main explanations is we searching for my specialization staff. So I realize my

starting point staff and there characters so I can ask to them. And furthermore they asking
to my specialty thing and they fulfilled from my response. The applicant is approached to
depict what is happening in which they have exhibited a predetermined basic conduct, with
accentuation on how they moved toward an undertaking, not what the task was. You really
want to consider what basic practices are important for superb execution in a position
permits inquiries to be planned that actually recognize normal and magnificent up-and-
comers. The initial step is to list the critical behaviors. The subsequent stage is to define
them as clearly as possible - be clear the thing you are searching for in a clever response.
The final step is to foster a lead question for every that will provoke possibility to discuss
past practices, without offering the game regarding what a 'right' answer may be.
Examining questions can be utilized to follow-up assuming the underlying response is
deficient and ought to be directed by the original meaning of a smart response.
Of the various steps/stages involved in any interview process, briefly describe the interview
close stage. (75-100 words)
The interview close stage ought to be end with positive way from the questioner.
Furthermore the organizations likewise appreciate and underline the up-and-comer that
they have possibility to be the staff in the association. For instance, what we should say is
"Your experience and abilities will foster our association well. After that assuming we know
the outcome, we will illuminate you. We anticipate cooperating". At last, the questioner
should concentration to persuade that assuming they can be the employee, they will get
the clearly career path and also will be success.
Q.14. Describe the approach a selection panel could use to reach a selection decision. You
can use bullet points to answer this question. (65-75 words)
 Make a great impression and assist new staff part with drawing in with the
association in a positive manner
 Give an experience that is positive to advance inspiration
 Guarantee staff member has the most obvious opportunity with regards to
becoming productive in the shortest possible timeframe
 Reducing the anxiety level of the new staff member and boost confidence
 The absenteeism rate should be decreased
 Fabricate a decent establishment for positive group connections
 Clear explanation of safe work practices
Q.15 Briefly describe at least four steps to be taken immediately after an interview to
achieve the following two objectives: (Max. 100 -150 words).
 To correct biases and deviations from agreed procedures and;
 Offer to response time similarly.
 Allow to opportunity to pursue
 Listening attitude
 Regard to other opinion
 To negotiate for preferred candidate

The executive of the board needs to guarantee that each panel member has evaluated
every interviewee by recording a rating in contrast to every basis. They ought to examine
appraisals and reasons about potential contrasts by panel member. Administrator needs to
guarantee that choice isn't made under any predisposition or inclination element of any
member. When choice of right competitor is made by board, candidate can be checked on
the basis of reference check which includes the checking of their actual credentials
Q.16 Deviations and biases are very difficult to avoid during the selection panel hiring
decision discussions. Discuss briefly the use of structured communication to achieve a
consensus decision during the hiring decision discussions. (Max. 100-125 words).
The recruit staffs should consent to set the model that can be the best choice to pick the
right one. Since, in such a case that we have the model, the recruiting choice conversations
won't biases. Everybody is equivalent. The questioner likewise follow the means that
generally similar when they need to conclude who is picked. In this manner, we need to talk
about what direction that we will use before the recruiting step. Then, at that point, after
the meeting, the outcome will be coinciding. That mean assuming we have a norm, it will be
not difficult to impart and furthermore efficient.
Q.17. Briefly explains the steps to obtaining a reference for a candidate. Include the steps
you would follow for a telephone interview. (Max. 200 words).
There are the common steps to obtaining a reference include telephone interview for a
candidate as following details;
 Start with the reason and illuminate the applicants the reference should be checked
 Set up the content which use while talking.
 The recruiter need to know the candidate who they ask as we have to discuss with
the member what the question should be. Because we both side need to know the
question and the answer which will be right with the position.
 Examine inside which candidate is the most ideal for and ensure that the selection
process is without inclinations.
Q.18 What is the purpose of a selection report? Imagine you have been given the
opportunity to write few recommendations in a selection report on the selected candidate.
What key items do you think you should consider while writing down your
recommendations? (125- 175 words)
The selection report is the official record of the selection process. The principle motivation
behind the selection report is to pass on the proposal and give sufficient data to the
representative to settle on an educated and fair recruitment choice. An ultimate conclusion
to choose a candidate or make another move rests with the representative. Rating
candidates is a useful and beneficial interaction. This will guarantee that assuming your
favored applicant decays the proposal of business; you can make a work proposition to the
following appropriate competitor. Take care while rating applicants as appropriate or
unsatisfactory by ensuring your rating is upheld by, and reflective of, the proof you have
assembled from all region of the enlistment interaction, that is the application, interview,
testing and additionally refs. All applicants are entitled to feedback on their performance in
the selection process, and need great input on the selection process. You really want to
guarantee that the selection report can uphold your proposal and feedback gave to
members
Q.19 What guidelines should be followed when advising unsuccessful applicants of the
outcome of selection decisions? You can use bullet points. (30-50 words)
 Inform all unsuccessful candidates of the outcome of the selection process.
Organisations that fail to do this, or do not do it well, risk damaging their
reputation as good employers.
 While a candidate may not meet the specific requirements for the job this
time, it is sensible to promote a favorable view of the organisation among the
applicants, because there may be future job vacancies for which they would be
suitable and for which you would wish them to apply.
 Applicants and their families may be your customers as well as potential
employees, so it makes business sense to treat them fairly and courteously
Q.20 Give some (4) examples which could create problems for a hiring manager to
secure an agreement from a preferred candidate.
1. Fetching the right talent at the right time
2. Salary negotiations
3. Lack of commitments of candidate
4. False verifying credentials
Q.21. List down any 8 set of documents required for recruitment, selection and induction
1. Offer Letter.
2. Reference Check Guide.
3. Manpower Requisition.
4. Job Description.
5. Employment Agreement and contract.
6. Recruitment Tracker.
7. Candidate Evaluation Form.
8. Resume / CV
Q.22 List down steps to establish written employment contract.

 Identification of parties
Details of the employer and employee (full name and address)
 Employment contract start date

Date for when the contract commences
 Job title and description

The title and description of the job
 Place of work
Location where the employee will work
 Hours of work
Hours per week that the employee will work, including any additional hours that may be
required
 Overtime and time-in-lieu

The organisation’s policy for compensating overtime work and time-in-lieu options
 Probationary period
The trial period for the employee, if required; conditions of the trial period must also be
stated, such as a short notice period or action taken if the employee does not fulfil
expectations
 Salary and annual pay increments

Salary, applicable bonuses or commission payments, and expected annual pay increments;
specifies when payment is made
Q.23 How would you communicate the new appointment with management and staff? (25-
50 words)
 First we need to check the timetable both of the board and staff when they are
free.
 Assuming we know their timetable, the HR staff needs to make the declaration.
 The channel which we have the choices to report the new appointment are E-
mail, SharePoint, Microsoft Team, or Internal framework.
 Each channel can be the devices that make an appointment with the faculty in the
association.
Q.24 List down key activities, minimum seven (7), in a typical induction process
1. A tour of the new employee’s office, including a visit to its amenities and pointing out where
equipment is located
2. An introduction to all the relevant staff members
3. A discussion about each person’s or department’s role and responsibilities
4. An overview of the organisation and the nature of the organisation’s business
5. A detailed discussion about the department, section or area that the employee is to work in
and the job requirements involved
6. A detailed discussion of the organisation’s policies and procedures for working conditions and
behaviour
7. The employee’s rights and responsibilities, including legal and compliance issues for the
workplace
8. Policies and procedures for WHS
Q.25 What are the benefits of providing a new employee with orientation and induction?
(75-100 words)
The benefits of providing a new employee with orientation and induction are the initial
impression from the representative since what they expect is to see when they step in to
deal with the first day. They will have trust that the association they will join is the right
work environment with warm welcome. Assuming they believe they are agreeable, in
which they will give their life, time, and assurance to work for a security and furthermore
their advancement.
Q.26 How would you evaluate the effectiveness of an orientation and induction program?
(60-75 words)
The adequacy of an orientation and induction program should be assessing by the poll
which we need to review the new workers. As I would see it, assuming the two projects
are successful in light of the fact that they comprehend the association structure,
strategy, vision, mission, and values. They likewise comprehend and get rules for taking
care of business without hazard and high security. And have good relationships with each
other and also others departments for working together in the future.
Q.27 Briefly describe the concept of human resources life cycle and how recruitment
and selection play an important role in the cycle. (100 - 150 words).
1. Recruitment
This is an initial step of recruiting the worker which impact to turnover,
productivity, and development. To prevail in the enlistment period of the HR life
cycle
2. Education
The worker need to prepare first what the organization which they need to learn
and they should know their part in the organization, the organization's
assumptions, and their obligations. Likewise acquaint the new representative
with different staffs to know one another more.
3. Motivation
Keep move them to be a part of each level in the organization and give the
recompense and remuneration to make them fulfilled in light of the fact that turn
over now is still increment. Also in the event that they do the advantage to the
organization, give them an applauding and appreciating.
4. Assessment
Assess their presentation by reality. What's more the criticism should give them
back that they are appropriate for the position or not.
5. Celebration
If the employee work hard, they need to get the advantages from the
organization, for example, reward, gift voucher and so forth the organization
ought to rouse them for they will give a valiant effort to accomplish the objective
and make them like they are essential for the organization.
So, the recruitment and the selection are important in every cycle because if
each cycle will not be happened, if no recruitment and the selection.
UNIT ASSESSMENT 2
UNIT SKILLS ASSESSMENT (USA)
STUDENT TO COMPLETE AND SUBMIT
STUDENT INSTRUCTIONS:
This project assignment is to be completed using the “The Naja Group of Colleges” case study
provided. For the case study provided with this Assessment Task, you are required to:
o Identify the convergent environment

o Prepare cross sector marketing tools and techniques
o Apply convergent marketing communications
 If you are not sure about any aspect of the assessment or would like to discuss your
particular needs, please speak to your trainer.
 Your trainer will tell you the date you need to submit your assignment.
 You need to complete all parts and submit them together by the due date.
 This project assignment is to be completed using the “International Hotel Group ” case study.
It is included in the “Appendix”.
 The checklist table will identify the records that you are required to prepare and submit (as
a single submission).
 Your assignment must be typed (in 12 point type on A4 paper) and you need to complete an
Assessment Cover Page.
 Make sure you keep a copy of your assignment before you hand it in to your trainer
Note :
Any Role Play or Presentation needs to be completed in the class with your Trainer / Assessor on
the date specified by your trainer.
ASSESSMENT 2:
PROJECT REPORT on ‘THE INTERNATIONAL HOTEL GROUP’ WITH VARIOUS

ROLE PLAY TASKS
This assessment is designed to assess the skills you have to execute tasks associated with
the recruitment cycle.
If you are not sure about any aspect of the assessment or would like to discuss your
particular needs, please speak to your trainer/assessor. Your trainer/assessor will tell you
the date you need to submit your assignment.
This project assignment is to be completed using the “The International Hotel Group” case
study. It is included in the “Appendices” section of the document, Appendix: 01.
The checklist table will identify the records that you are required to prepare and submit (as
a single submission).
Tasks requiring submission of evidence - If any task(s) of this assessment requires

submitting an evidence (e.g. a report, answers to questions), you must type (in Arial 12-
point type) and submit it using the approved submission methods (paper/online). Paper
submission – attach the evidence (as single submission) to the front page of this
assessment document, complete the details on the front page and use it as the Assessment
Cover Page. Online submission – Follow the guidelines outlined the Moodle Guide for
Students and make sure that you submit all evidence a single file. Make sure you keep a
copy of your assignment evidence before you submit to your trainer/assessor.
Tasks requiring demonstration - If any task(s) of this assignment requires demonstrating an

activity (e.g. role-play, observation, presentation), your trainer/assessor will inform you of
the date you need to demonstrate this activity. Your trainer/assessor will use a checklist to
record your performance.
Part 1
In this Project you are required to recruit candidate for the position of Customer Service
Manager. This project will be completed based on the case study provided, “The
International Hotel Group”, Appendix: 1.
For this assessment your assessor will be the Human Resource Manager and you will be the
Recruitment Manager of The International Hotel Group (IHG). You are required to consult
with your senior manager on an on-going basis to seek approvals and assist in getting all the
documentation ready for the recruitment, selection, and induction process. In Task 3, you
will be required to do a role play in which you will be conducting interviews and
participating in selection processes.
 Task 1
As a Recruitment Manager, you have been informed that the position of the Customer
Service Manager will soon be vacant due to the current manager retiring in three
months’ time. Your HR Manager is undertaking several tasks to fill up the position and
you will act as his support staff to help him/her recruit, select and induct the best
candidate for the would-be Customer Service Manager position.
Perform the following tasks:
a. Fill out the following Position Acquisition Form, to be used as evidence of

approval.
Position Requisition Form Details
Department: Frontline Management
Position Title: Customer Service Manager
Number of Positions 11: position will be vacated
& reason for hiring:
To finalize the recruitment drive in two weeks’ time from
Timelines: today
To have new staff inducted in week three
Department CEO
Manager:
Position Information
Expected Salary: 60k annual
Position Type  Casual  Temporary  Full-Time
Specific Duties Establish and maintain an efficient and effective process for
liaison, relationship development, and quality assurance
with all stakeholders
Approval
Approved By: HR Manager
Sign: HR Manager
Date: 10-01-2022
b. Arrange a meeting with the HR Manager (your assessor in this case) to perform the
following tasks:
I. Present the above Position Acquisition Form to your Assessor who will role play HR
manager. The purpose of presenting the Position Acquisition Form is to seek
approval from the HR Manager (Assessor) to fill the Customer Service Manager
position.
II. Assist HR Manager in preparing the job/position description (JD), using the
template provided in Appendix: 10. The JD document for the vacant role provided
in Appendix: 02 has too many gaps and does not fully reflect the Customer Services
role requirements. In the same meeting, your Assessor, besides role playing HR
manager, will also act as a senior relevant personal to seek consultation on job
description for the vacant role. Based on the consultation with your Assessor (HR
Manager & senior personal), a professional, legally compliant and proper JD
document, revised version, should be finalized. Submit revised JD document.
Job Title: Customer service manager Date: 05-FEB-2022
Reports To: CEO Dept. FRONTLINE

MANAGEMENT
Approved by: HR Supervises: 11
(Number of
employees)
Job Summary
Reporting Relationships: CEO, senior management, staff
Conditions of Employment: Employment contract to be followed, probation period,

leave, wages
Duties or Essential Job Functions: Establish and maintain an efficient and effective
process for liaison, relationship development & quality assurance with all stakeholders.
Other Functions and Responsibilities:
Selection Criteria
Qualifications and Experience: Required
Excellent oral & written communication skills with all levels of staff
Capacity to network and build relationships
Capacity to priorities tasks, coordinate resources and manage achievement of tasks for
self and others
Capacity to resolve conflicts and personality differences between working groups
Capacity to interpret policy & apply industrial instruments e.g.
Enterprise Agreements, AWAs
Negotiation skills to manage sensitive staff related issues
Resilience & tolerance for stress
Team leadership
Qualifications and Experience: Preferred
Extensive supervisory experience in a service-oriented environment
Experience in managing staffing and industrial issues
Experience in the management of an audit process or performance measurement
Policy development & interpretation in a service environment
Coordination of the activities of multiple groups in a service-oriented industry
Experience in working with staff from diverse cultural backgrounds
III. Once you finalize the JD document, you are now required to research three
advertising channels to advertise the job vacancy. Find out the advantages and
disadvantages from each channel and the cost for advertising from these channels
and choose two channels which you think are the appropriate. Now using the
following Position Approval Form, present your findings to your HR Manager
(Assessor) in the same meeting to advise which two channels you would choose
and why and seek approval on this Form to place the same advertisement on two
different chosen advertising media. Submit the following Approval Form as
evidence.
Position Approval Form

Department: Frontline Management
Position Title: Customer Service Manager
Number of Positions 11: position will be vacated
&
reason for hiring:
To finalize the recruitment drive in two weeks’ time from
Timelines: today
To have new staff inducted in week three
Department CEO
Manager:
Position Information
Expected Salary: 60k negotiable

Position Type  Casual  Temporary  Full-Time
Specific Duties Establish and maintain an efficient and effective process for
liaison, relationship development, and quality assurance with
all stakeholders
Advertisement Details: (Specify briefly what advertisement media you are going to use)
Cost effective Expensive ad prices
Recruitment websites Fast Customer distracted
Instant applications Technical problem
Illiterate people can’t find
Recruitment agencies Expert knowledge of the Costly
market Limited database
Speedy response No cultural fits
Lack of employer
branding
Access to a wide, unlimited Risk of security breach
Social networks network Expensive and time
Overall brand recognition consuming
Good customer reach Vulnerability to
misinformation
Approval:
Approved By: HR Manager

Sign: HR
Date: 10-01-2022
IV. Using two chosen and approved advertising media, b (III) above, develop an
advertisement for the job Customer Services Manager. Your advertisement must be
approximately half page to 1 page. In your advertisement, you will be required to address
the following:
o Brief description of the organisation

o Title and Description of the position
o Salary (or estimates)
o Education (if required) or skill set needed
o Working conditions
o How to apply information and whom to contact?
o References and document required to submit
o Closing date and timeframe
Online advertisement
Job title: Customer Service Manager
Location: IHG Sydney
Brief job description: Customer care Manager job fundamentally includes speaking with clients
either through telephone, email or eye to eye according to an item or administration, in addition
to conceivably administering a group of Customer Service specialists. A Customer Service
Manager set of working responsibilities will portray the delegate as following up for the benefit of
the organization, so it is principal that they know and comprehend the organization values and
consistently act in an expert way, utilizing language that lines up with that of the organization.
International Hotel Group
The International Hotel Group is one of the country’s largest hotel chains, comprising of 20 hotels
across 5 different countries in the Australasian region. . We pride ourselves on employing
qualified individuals who demonstrate a strong commitment to hospitality and customer service.
We are currently seeking a Customer Service Manager to work on a full-time basis across our
North Sydney branch. Reporting to the CEO, the Customer Service Manager is primarily
responsible for establishing and maintaining an efficient and effective process for liaison,
relationship development, and quality assurance with all stakeholders.
Position Requirements:
Excellent oral & written communication skills with all levels of staff
 Capacity to network and build relationships
 Capacity to prioritise tasks, coordinate resources and manage achievement of tasks for self
and others
 Capacity to resolve conflicts and personality differences between working groups
 Capacity to interpret policy & apply industrial instruments e.g. Enterprise Agreements,
AWAs
 Negotiation skills to manage sensitive staff related issues
 Resilience & tolerance for stress
 Team leadership
 Proficient computing skills
In this role, it is important to have:
 Extensive supervisory experience in a service oriented environment

 Experience in managing staffing and industrial issues
 Experience in the management of an audit process or performance measurement
 Policy development & interpretation in a service environment
 Coordination of the activities of multiple groups in a service oriented industry
 Experience in working with staff from diverse cultural backgrounds
Any unusual features of the job (travel, physical requirements)

5+ years’ supervisory experience
10+ years’ experience in customer service
Contact name
Rajesh (Recruitment Manager)
Please send resume: [email protected]
Contact no. +61-113-1875
If you have the skills, experience to be successful in this role, please click on the “Apply” button,
ensuring you have attached your cover letter and current resume in Word or PDF format. If you
have any further questions or queries regarding the role or would like a copy of the position
description, please contact
V. You are now required to develop clear and concise selection criteria. Arrange a
meeting with your Assessor who will role play HR Manager and seek consultation on the
following:
 Selection criteria
 Interview questions
You can use the following Interview Guide template to finalize your questions. Using your
knowledge gained during this course, assist you HR Manager in ensuring that the questions
finalized are complying with legislative requirements. Using the Meeting Minute Template
provided in Appendix: 11, submit the meeting minutes briefly mentioning the discussion
with your Assessor on finalizing selection criteria and the interview questions.
INTERVIEW QUESTIONS GUIDE TEMLPATE

Job title: CUSTOMER SERVICES MANAGER
12-Jan-2022
Date and time of interview:
Recruitment manager, HR officer, operations officer, HR manager
Selection panel:
LISA LEE
Applicant:
Questions and weighting

Question Categories Questions Applicant’s responses Weight Score
Total
(1-2) (0-5)
Work history/ 1. Tell us about yourself  Myself Rajesh 1 4 5

Education and  Having business
Training degree with hospitality
subjects
 Have 10 years of
experience
2. What are your  Ability to handle 1 4 5
strengths? customer
 A good quality of it
skills
 Level of the
communication is up
to mark
 Experienced in using
hospitality it programs
Personality, 3. How do you stay  In this industry, 2 4 6
motivation and motivated in a routine consistently is an
character job? alternate encounter.
This is the manner by
which she finished in
excess of 50 projects
effectively
 Can surpass laid out
client administrations
norms and have
encountered every
tough spot.
Customer Services 4. How do you get  Have the ability to 2 4 6
Skills especially yourself out of a exceed established
Customer difficult situation? customer services
Complaint standards and have
Handling skills encountered every
single tough spot
5. How do you work Works well under pressure and 2 3 5
under pressure? can remain calm even when
stressed
Total score (skills and knowledge) 27
Scoring – applicant’s answers should be scored as follows:

Good answer. Relevant
No answer given or answer Some points covered, not all
information. All or most
0 completely irrelevant. No 2 relevant. Some examples 4
points covered. Good
examples given. given.
examples.
A few good points but main
Some points covered. Perfect answer. All points
issues missing. No
1 3 Relevant information given. 5 addressed. All points
examples/irrelevant
Some examples given. relevant. Good examples.
examples given
Weighting – questions can be weighted 1 (low importance) or 2 (high

importance) to reflect their overall importance to the position.
Part 1 Task 1: Your assessor will be looking for:
Before you hand in Task 1, make sure you have completed all the tasks and have included
all relevant information. You must demonstrate that you have:
 Met with the HR Manager (Your Assessor) to obtain approval using the provided
Position Requisition Form;
 Prepared and submitted revised job description (JD document) using the template
provided in Appendix: 10;
 Submitted duly signed, by your Assessor, Position Approval Form as an evidence on
obtaining approval on the advertising channel;
 Written and submitted job ad;
 Prepared and submitted selection criteria and the interview questions by arranging
a meeting with your Assessor and using the Interview Questions Guide Template
provided
 Task 2
Post Advertisement publishing scenario – Interview preparation stage
Once the advertisements published, you are expected to receive applications. You need to
shortlist the applicants and prepare for the interviews of selected candidates. Please refer
to the case study information under the heading ‘Information on received applicants’,
Appendix: 03, and use it as the list of those candidates who replied against your job ad.
a) Shortlist, using the provided list in the case study, the applicants based on the
selection criteria specified in the position description and advertisement. Prepare a
shortlist matrix report, using Template in Appendix: 5, of the candidates.
Shortlisting Matrix
Date: 10-Jan-2022 Position Number: 1235
Branch/Section: Sydney Position Title: Customer Service Manager
Selection criteria
A. Degree/Diploma in Hospitality D. Computer literate
Management
B. More than 5 years of experience in E. Proven skills in communication and leadership
similar role
C. Experience in managing teams F. Proven ability to meet deadlines
Applicant Name Score for each selection criteria Overall assessment
A B C D E F
Tom Jones     S
David Cohen       HS
Lisa Lee      HS
James Cain    NS
Alfio Musu      HS
Robert Smith     S
Scale Description
Highly Suitable (HS) Selection criteria assessed as highly suitable.
Suitable (S) Selection criteria assessed as suitable.
Unsuitable (NS) Selection criteria assessed as unsuitable.
Shortlisted candidates David Cohen
for interview Lisa Lee
Alfio Musu
b) Prepare a schedule of interviews of the shortlisted applicants.

David Cohen
Date: 12
Jan 2022
Time:
11am- 12pm
Venue: IHG Meeting Room E
*No accessibility requirements
Lisa Lee
Date: 12
Jan 2022
Time:
3pm- 4pm
Alfio Musu
Date: 12
Jan 2022
Time:
10am- 11pm
c) Prepare an email to the successful candidates. In your email you must cover
information on:
a. Interview dates, times and venues.
b. Access to the building
c. Parking
d. Alternative arrangements such as skype interviews
e. Disabled access if required
9/01/2022
Dear David,
Thank you for your recent application to our company as Customer Services
Manager
After further reviewed of all applications, we are pleased to inform you that you have been
short-listed for the role and are invited to come for an interview. Please see the details below:
DATE: WEDNESDAY, 12 Jan 2022

TIME: 11am
LOCATION: Level 10 101-115 Elizabeth St Pyrmont NSW 2111
Car parks are available in the venue. Upon arrival, please proceed to reception and they will be
assisting you to the Meeting rooms. If you have any special needs or accessibility requests,
please do let us know.
We look forward to meeting you in person.
Should you have any queries, do not hesitate to contact us.

Kind Regards
IHG HR Staff
09/01/2022
Dear Lisa,
Manager

TIME: 11am

Kind Regards
IHG HR Staff
09/01/2022
Dear Alfio,
Manager

TIME: 11am

Kind Regards
IHG HR Staff
d) Draft an email to the interview panel (your colleagues) advising them of the date
and time of the interview. You need to ensure that you include a copy of the
interview questions and expected responses to the interview panel members.
Dear HR Team,
I am pleased to inform you that we have short-listed the applicants for the Customer
Services Manager role and meet with interview plans have been finished and affirmed
by the candidates. Kindly see the subtleties below:
David Cohen
Date: 12 Jan 2022
Time: 11am-05pm
Lisa Lee
Date: 12 Jan 2022
Time: 03pm-04pm
* No accessibility requirements
Alfio Musu
Date: 13 Jan 2022
Time: 10am-11pm
* No accessibility requirements
I have also attached in this email a copy of the interview questions. Feel free to have a
look and add questions should you deem it appropriate.
If you have any other queries, do not hesitate to contact me Best Regards,
IHG Recruitment
Part 1 Task 2: Your assessor will be looking for:
Before you hand in Task 2, make sure you have completed all the tasks and have included
all relevant information. You must demonstrate that you have:
 Prepared and submitted a list of shortlisted applicants using the Shortlist Matrix
Report template provided in Appendix: 05;
 Prepared and submitted interview schedule of the shortlisted applicants;
 Prepared and submitted emails to the successful candidates informing them of the
interview details;
 Submitted a draft email to the interview panel advising them of the interview
details.
 Task 3
Role Play: Interview
e) In this task, you are required to conduct the interview of three different applicants, your
classmates. At all times the room setting, body language, and questioning must be
utterly legal and appropriate. Ensure that all applicants are treated equally and the
same questions are asked of each. Minor changes to gain further necessary clarification
or to gain understanding may be asked, but all applicants should be treated equally and
all allowed equal opportunity to ‘sell’ themselves.
Each student will be required to participate in a role play in two capacities: as a

selection panel member (interviewer) and as an interview candidate (interviewee).
Students will only be assessed using the Observation Checklist provided in Appendix: 08
for their role as a selection panel member (interviewer). Details provided below.
Information about role play for an interviewee:
 You will not be assessed for your role as an interviewee in the role play activity.
However, constructive participation in the role play activity is a must and
adherence to interview etiquettes as outlined below, is expected by all the
participants.
 Before the start of the role play, the whole class will be briefed by the trainer on
the role play requirements as set out in the Learner Assessment Guide for this
unit, see below, and also on the job advertisement finalized, Task 1 b (IV) above.
Although Job advertisement for each student would vary to some extent, it is
entirely left up to the discretion of the trainer to choose any Job advertisement
and keep it same for students to consider prior to participating in a role play
activity as an interviewee. The purpose here is to ensure fairness and to give all
students the same job advertisement (with same job requirements) so that they
can know in advance the job requirements and selection criteria.
 Students are required to go through the job advertisement prior to participating

in a role play activity as an interviewee.
Interview etiquettes for interviewees:
The following Interview etiquette refers to codes of conduct a student in his/her role as
an interviewee must follow while appearing for interviews:
 Make an eye contact with the interviewer. Avoid looking here and there.
 Be honest with the interviewer. Remember a single lie leads to several other lies.
Avoid fake stories. It might land you in trouble later.
 Take care of your pitch and tone. Be polite but firm.
 Stay calm. Avoid being nervous during interviews. Remember no one will hang you
till death if you do not clear the interview. There is always a second chance.
 One must sit straight for the desired impact. Avoid fiddling with pen and paper. It is
important to have the right attitude as it helps you stand apart from the crowd.
 Keep your cell phone in the silent mode while attending interviews. Cell phone
ringing during interviews is an offence.
 Chewing gum during interview is childish.
 Do not fold your resume; instead keep it in a proper folder. Carry all other relevant
documents which you might need during interview. Keep a passport size photograph
handy.
 Slangs and one-liners must not be used in interviews.
 Avoid cracking jokes with the interviewer.
 Once you are done with the interview, do not forget to thank the interviewer.
Important instructions for students:
(Role Play Interview Requirements and Observation Checklist)
Role play interview task will work in groups of 3 members each. The group will comprise of
the HR Manager (your assessor) and you, as the recruitment Manager who is there to assist
the HR Manager. The last member in the group will be assigned by your assessor, your
classmate, on the interview day who will role play selection panel member. Using the
information gathered in Task 1 & 2, you are now required to interview and assess
candidates against the selection criteria for the position of Customer Service Manager. Use
the Interview Guide Template completed in Task 1: V above, and perform the following
tasks:
i. Role-play the interview with three of your colleagues; and

ii. Short-list two (2) applicants from the three applicants,
iii. Discuss each panel member’s short-listed applicants and come up with a conclusion
on the right applicant. Document the meeting and how you selected the right
applicant using the Meeting Minutes Template provided in Appendix: 11.
MEETING MINUTES
DATE: 25/01/2022 TIME: 11:00-05:00
LOCATION MEETING TYPE: Selecting the customer services manager
MEETING CALLED BY
Recruitment TIMEKEEPER: Operations manager
Operations manager
ATTENDEES Marketing manager
Human resources manager
OTHER PRESENT Recruitment officer
ABSENTEES NONE
SCRIBE Recruitment Officer
Meeting started at 11:00am
iv. Document applicant’s responses, using MAINthePOINTS DISCUSSED

Interview Guide Template provided
1. Approval to fill the position, clarify the timelines and requirement for appointment
2. Job description and strategies
3. Discussion on advertising process
4. Shortlisted applicants to 2: Lisa Lee and David Cohen
5. Lisa Lee:
 Has no hospitality degree but has a business degree and is much experienced than
David
 Has dealt with a group of a few staff yet not substantially more than David's
 Has more involvement with IT and hospitality programs
 Completed a few ventures effectively?
6. David Cohen
 Gets a degree in hospitality
 Has less insight than Lisa however has dealt with more staff individuals Has anticipates
working on himself through more PDs
 Dealt with a few tasks
 His solid relational abilities however may need administration abilities and client care
DECISION TAKEN
Organization has picked Lisa Lee to be more appropriate for the job as she has undeniably more
experience taking care of a group, in friendliness programs, initiative, client support, and has
been on this field for quite a long time. She would require less management and can be relied
upon to lead and convey projects well
DOCUMENTS PROVIDED/
CIRCULATED
Resumes of both applicants
Shortlisting matrix
Interview notes of each panel member
Job description
Next meeting- until next quarter
above, Task 1: V, to each question and include your comments on each applicant.
You will be assessed for your role play activity as an interviewer (selection panel member)
using the Observation Checklist provided in Appendix: 08.
 Prepare the environment for the interview – organise a table and chairs facing each
other for the panel and the candidate. Ensure you have all the necessary
documentation required for the interview. Have the Interview Guide developed in
Task 1: V above handy.
 Welcome and greet the candidate, conduct interview and assess each applicant
against selection criteria. Ask questions as outlined/developed in Task 1 above and
mentioned in the Interview Guide. Evaluate applicants for customer service attitude
and experience to ensure a fit for the service industries Close the interview and
advise applicants of next steps. Use the Interview Guide Table used in Task 1: V
above to discuss your weightage given to the candidates with the selection panel.
The objective is to ensure merit-based selection. The candidate with the highest
score will be considered for the post.
 Discuss assessment of the interviewed candidates with the selection panel and assist
in making the final decision, ensuring that the process is free from any biases and
that the preferred applicant is the most suitable applicant for the position in line
with EEO and anti-discrimination. Select people according to their attitude, aptitude
and fit to the existing organisational culture. The information from this discussion
will be useful to prepare selection report
BSBHRM405 SUPPORT THE RECRUITMENT, SELECTION AND INDUCTION

OF STAFF: ASSESSMENT 1
Observation Checklist*
STUDENT NAME:RAJESH STUDENT NO:5085
Candidate No.1 - Candidate No.2 -
Part 2 Task 1 - Observation Satisfactory Satisfactory
(Interview) by Assessor
Yes No Yes No
Did the student:
Prepare documents for the  
interview
Demonstrate organisation skills  
to arrange interview
Demonstrate scheduling skills 
to arrange interview
Participate in interview and  
demonstrate active listening
and questioning skills
Observe compliance with EEO  
and anti-discrimination while
questioning
Support applicants and other  
interview personnel
Assessor Comments (if required)
Assessor Signature: Date: 25/01/2022
f) In this task you will be required to conduct referee checks once you have come up
with the right candidate to ensure that the candidate you have selected is the right
candidate for the job. Draft an email to contact two referees to conduct the referee checks.
One of the emails would be to your Assessor and use the Reference Check Form provided in
Appendix: 06 to attach it to the email. Your Assessor would reply back to your email with duly
filled in Reference Check Form. Submit duly filled in Reference Check Form by your assessor
as an evidence of obtaining referee’s report.
Important instructions for students: (Post interview observation checklist)
 You will be assessed using the Observation Checklist provided in Appendix: 09.
 Please feel free to go through the Observation Checklist Appendix: 09 prior to
participating in a role play activity.
Applicant’s Name: Lisa Lee

Referee’s Name: Kelly
Relationship to Applicant: Manager
Period of time known to Referee: 3 years
What were the main responsibilities of the applicant’s previous position?
Supervise the work of office administrative or customer service employers to quality principles, cutoff times,
and legitimate techniques, adjusting blunders or issues
What were the applicant’s main achievements whilst working for you?
Fostering an appropriate plan for getting work done by financial plan and responsibility they have been given.
What areas for improvement did you identify in the applicant’s work?
Change the executive which requires further preparation. Creating Self Development.
If the applicant is no longer employed in the position, confirm the reason for termination of employment
and if the referee would re-employ the applicant given the opportunity.
If there should be an occurrence of the circumstance over, the justification behind the end will be the high rate
yearly installment and assuming we were to re-utilize the candidate, it will be for a significant degree of
comprehension of the organization, her obligations and faithfulness.
Please comment on the applicants skills in the following areas:
(Add in relevant skills from the selection criteria)
Skill: High degrees of relational abilities to capacity to surpass laid out client support guidelines.
Skill: Ability to plan complex report
Skill: Problem Solving with overall quite delicate attitude
Are there any other comments you would like to add?

NO
Completed By: RAJESH

Date: 20/01/2022
g) Using the Selection Report Template provided in Appendix: 07, Write a 1-2 page
selection report to the Hotel Manager advising of the interview panel’s decision and
explain why you have made the recommendation for the candidate selected. You
must ensure you include referee’s feedback in your report as well.
Vacancy Details:
Customer Service Manager
Vacancy Applicant Pool:

6 applicants
Assessment Strategies:
{List all assessment strategies used
IQ test
Work test
Interview
Pre-Employment Checks
List all pre-employment checks undertaken, including referee reports (for example
criminal history checks, serious discipline history declarations and information
exchanges)
Merit Assessment
Candidate 1 Candidate 2 Candidate 3
Yes Yes Yes

Overview
 Overview of the applicant’s

skills and experience relevant to
the role
No No No
Selection Criteria Met
 Yes / No
Positive Negative Positive
Referee Reports/Comments
 Positive / Negative
Additional information on the recommended applicant (if applicable)

Insert additional information required to be considered by the decision maker – e.g. if the
recommended applicant is not a current public service officer, include information on the
recommended pay-point commensurate with the skills their skills and experience}
Decision
Appointment Recommendation:
Approved
In approving this appointment, I am satisfied that the recommendation (and order of merit
– if relevant) reflects the comparative merits of the applicants, and the selection process has
been conducted in accordance with the Public Service Act 2008 and the directive relating to
recruitment and selection.
Not Approved
Delegate’s comments:
{Provide any applicable instructions regarding the process e.g. :
 further information is required – additional information on the comparison
between applicants to be provided
 further information is required – conduct additional assessment technique XXX
 no appointment is to be made – vacancy to be re-advertised / closed}
I have made my decision after reviewing the following material provided to me by the panel:
Insert list of all documents provided to the decision maker: e.g.
 position description
 short-listing matrix (including description of the strategy)
 selection report
 application material of the recommended applicant and all applicant’s assessed
as meritorious
 referee reports for recommended applicant(s)
 pre-employment check results (if relevant)
{insert decision maker’s signature block}
h) Write a formal letter to each unsuccessful applicant and advise them of the outcome
of the interview process and the decision of the interview panel. Explain why? Make
sure you provide in your letter contact details to respond to any queries raised by the
unsuccessful candidates.
20/01/2022
Private and confidential
Dear James Cain,

Outcome of application for employment: Customer Service Manager
Thank you for applying for the position of Customer Service Manager with IHG.
Unfortunately, on this occasion your cases for the position were not however solid as
different up-and-comers and your application seemed to be fruitless. Would it be a
good idea for you wish to talk about the result of your application further, kindly don't
spare a moment to reach me straightforwardly on [email protected]. I wish you well in
your future employment endeavors.
Best Regards,
XXXXXX
Recruitment Manager, HR Department,
The International Hotel Group
The International Hotel Group Building
555 Elizabeth Street, Sydney NSW 2000 Australia
Tel: 0-2555-5555
E-mail: [email protected]
Web: www.ihg.com.au
i) Write a formal letter to the successful candidate advising the candidate of the
outcome of the recruitment process and seek confirmation from the candidate of the
job acceptance. You must include in your letter the start date and the induction
process as per your organisational policy.
From: recruitment IHG ([email protected])

To: Lisa Lee
CC: Senior HRM ([email protected])
Subject: Offer letter for the position of Customer Service Manager from The
international Hotel Group
Dear Ms. Lisa Lee,

I was satisfied to meet with you on 22nd/01/2022. I was very dazzled with your
capacities and abilities. Your capabilities are unequivocally the thing our firm is
searching for and we are more than happy to offer you the place of Customer Service
Manager at IHG. I'm sure you will be satisfied with the advantages the position and
our organization give.
Allow me to outline the terms of our offer for this position. The compensation is
$50,000 each year, with yearly optional rewards attached to your division's net deals.
Furthermore, we offer a marking reward of $5,000. You will have three weeks of
vacation time per year and ten sick days. We would like you to start on Monday,
22/01/2022.
Since we are certain you will be blissful at IHG, we will stand firm on this foothold
accessible to you for the following 10 days. If it's not too much trouble, get in touch
with me before then so we can affirm your acknowledgment of this proposition.
Welcome to IHG
Sincerely,
XXXXXXX
Recruitment Manager, HR Department, The International Hotel Group
j) Imagine a successful candidate has accepted your offer and is willing to start as per
the date advised in the outcome letter sent to him/her earlier (see above).
Develop an “Employment Contract” and attach copies of any relevant policies and
procedures from the given case scenario with the employment contract. You must
also refer to https://www.fairwork.gov.au/awards-and-agreements/employment-
contracts website when preparing the employment contract. Print and attach any
pages, screen shots also acceptable, you referred to as evidence when researching
the Fair work website. Use can use the Employment Contract Template provided in
Appendix: 05.
DATES
Your employment will commence and terminate on XXXXXXXXXXX.
DUTIES
List duties of the receptionist as advertised or the job description here
LOCATION
Your place of employment will be at the location or locations XXXXXXX
PROBATION
Enter how long the probation will be for?
The National Employment Standards (NES) are the 10 minimum standards of employment which cover
the following:
 Maximum weekly hours of work – 38 hours per week, plus reasonable additional hours.
 Requests for flexible working arrangements – certain employees can ask to change their working
arrangement.
 Parental leave and related entitlements – up to 05 months unpaid leave and the right to ask for
an extra 05 months unpaid leave. Also includes adoption-related leave.
 Annual leave – four weeks paid leave per year, plus an additional week for some shift workers.
 Personal/carer’s leave and compassionate leave – 10 days paid personal/carer’s leave, two days
unpaid carer’s leave as required, and two days compassionate leave as required.
 Community service leave – unpaid leave for voluntary emergency activities and leave for jury
service, with an entitlement to be paid for up to 10 days for jury service.
 Long service leave – paid leave for employees who have been with the same employer for a long
time.
 Public holidays – a paid day off on a public holiday (unpaid for casuals), except where reasonably
requested to work.
 Notice of termination and redundancy pay – up to 5 weeks notice of termination and up to 16
weeks redundancy pay, both based on length of service.
 Provision of a Fair Work Information Statement – must be provided by employers to all new
employees.
SUPERANNUATION DETAILS
TERMINATION
POLICIES AND PROCDURES

(List these and attach copies from Bounce Fitness website).
CONFIDENTIALITY
ACCEPTANCE OF CONTRACT
k) Prepare an email to advise managers and staff of the new appointment and to make
administrative arrangements for pay and recordkeeping. 4.3
From: Senior HRM ([email protected])
To: (relevant staff’s email)
Subject: Request to process payroll and other recordkeeping activities for new
Customer Service manager
Dear All,
Please be informed that as the new Customer Service Manager of The International
Hotel Group will start work on 4th December 2022. Please follow information below
for your concern actions;
Name : MS. Lisa Lee
Position Title : Customer Service Manager
Department : Front Office
Salary 2/1 AUD $50,000 per year
Grade/Level :
Meal : Applicable at Staff Canteen
Group Insurance : Plan 2
Public 14 days per year as company announcement

Holiday
Vacation Pro-rata, after complete probation
14 working days for the first and second year
16 working days for the third and the fourth year
18 working days for the fifth year onward
Staff Applicable (After complete probation)

Room
Rate
Best Regards,
Rajesh (Mr.)
Recruitment Manager, HR Department, The International Hotel Group
The International Hotel Group Building

555 Elizabeth Street, Sydney NSW 2000 Australia Tel: 0-2555-5555
E-mail: [email protected]
Web: www.ihg.com.au
l) Using the Induction checklist, Appendix: 04, complete the following Induction Plan.
Individual Induction Plan
Name: Ms. Lisa Lee
Welcome to The International Hotel group
This is your induction plan. You are responsible for ensuring that all the items here are
covered. Please keep a record of each of the activities as they happen and if you are
having problems with any of the items please ask The General Manager or me for help.
Regards,
Chief Executive Officer
The induction plan
Date/time Topic Location How Who

05/01/2022 introduce Office Face to face CS staffs
13/01/2022 Undertaken job Office Document Senior staff
m) Using the Induction checklist, Appendix: 04, complete the initial orientation of new
employee (your classmate in this case). Ask your friend, your classmate, to help you fill
out the Induction Checklist. Your classmate will role play new employee and you act as
a Recruitment Manager, running the Induction program for your classmates (new
staff).
IHG INDUCTION CHECKLIST
Prior to the first day of employment Check
Told the employee before their first day where, when and who they should report to and
□
whether they need to bring any tools or equipment
Organised building and IT access as well as any uniforms (if necessary) □
Returned, signed copy of the letter of offer □
Completed Tax file number declaration form □
Completed Superannuation choice form □
Completed employee personal details form □
Given employee a copy of the Fair Work Information Statement □
Copy of employees passport and visa collected if employee is not a citizen or the
□
permanent resident
On the first day – Initial Orientation 
Introduce the new employee to other staff □
Show the new employee the kitchen, toilet facilities and where to store personal items □
Within a week – work induction
Given the employee copies of IHG policies or procedures e.g. codes of conduct and work
□
health and safety policies or procedures.
Discussed:
 the history of the International Hotel Group
 who the employee reports to
 the employee’s duties and what training will be provided
 performance expectations and when and how performance will be reviewed
 hours of work and the procedure for recording hours of work
 meal breaks
 the applicable award or enterprise agreement, and where to find a copy □
 the payment method, first pay date and how payslips are distributed
 any workplace policies and procedures including:
o uniform or dress code
o procedure if the employee is sick or running late
o procedure for applying for leave
o rules regarding personal calls, visitors and/or use of social media at work
o any bullying, harassment and anti-discrimination policies.
Completed a workplace health and safety induction
□
Completed work training
□
ction to find a range of relevant articles, including risk management.

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What is the purpose of the induction checklist?

What is the purpose of the induction checklist?

What topics are covered in the work induction?

What topics are covered in the work induction?

BSBHRM405 Support the recruitment, selection

and induction of staff

Learner Assessment Pack

Evidence recorded Evidence Type/ Method of assessment Evidence

Unit Assessment 1 Unit Knowledge Assessment (UKA) Yes / No

Unit Assessment 2 Unit Skills Assessment (USA) Yes / No

UNIT ASSESSMENT PLAN............................................................................................................................. 8

BSBHRM405 Support the recruitment, selection and induction of staff

Evidence of the ability to:

 prepare job descriptions

 identify documentation required for recruitment, selection and induction

 workplace policies and procedures

Assessors must satisfy NVR/AQTF assessor requirements.

ACSF SPECIFICATIONS AND FOUNDATION SKILLS

The student will have access to the following:

Evidence recorded Evidence Type/ Method of assessment Evidence Submitted

Unit Assessment 1 Unit Knowledge Assessment (UKA) Yes / No

Unit Assessment 2 Unit Skills Assessment (USA) Yes / No

UNIT KNOWLEDGE ASSESSMENT (UKA)

 All questions must be answered correctly to be completed satisfactorily.

 Student may handwrite/use computers to answer the questions.

 This assessment task may be completed in a classroom, at home, learning management

 The Trainer/Assessor may further prompt and question in order to receive

Q.7 The following recruitment advertisement appeared on an internet job-search website.

Opening the interview

Date: 16 Jan 2022

Position: Assistant Chef Manager

One of the main explanations is we searching for my specialization staff. So I realize my

 To negotiate for preferred candidate

Q.22 List down steps to establish written employment contract.

 Employment contract start date

 Job title and description

 Overtime and time-in-lieu

 Salary and annual pay increments

STUDENT TO COMPLETE AND SUBMIT

o Identify the convergent environment

PROJECT REPORT on ‘THE INTERNATIONAL HOTEL GROUP’ WITH VARIOUS

Tasks requiring submission of evidence - If any task(s) of this assessment requires

Tasks requiring demonstration - If any task(s) of this assignment requires demonstrating an

Perform the following tasks:

a. Fill out the following Position Acquisition Form, to be used as evidence of

Job Title: Customer service manager Date: 05-FEB-2022

Reports To: CEO Dept. FRONTLINE

Conditions of Employment: Employment contract to be followed, probation period,

Position Approval Form

Expected Salary: 60k negotiable

Approved By: HR Manager

o Brief description of the organisation

Location: IHG Sydney

In this role, it is important to have:

 Extensive supervisory experience in a service oriented environment

Any unusual features of the job (travel, physical requirements)

INTERVIEW QUESTIONS GUIDE TEMLPATE

Questions and weighting

Work history/ 1. Tell us about yourself  Myself Rajesh 1 4 5