STAFF SELECTION PROCESS ASSIGNMENT

Briefcase Logo (n.d) taken, October 5th, 2007 from http://www.almc.army.mil/ALOG/issues/MarApr00/BRIEFCASE2.jpg

STUDENT: JOE MINIELLI INSTRUCTOR: STACEY MERITT COURSE: HRT 320 3R DUE DATE: OCTOBER 17TH, 2007 TABLE OF CONTENTS

Part 1 Job Description Introduction of position List of the Key K.S.A.s Part 2 Staff Selection Process Steps Recruitment Process Evaluation process Part 3 The Interview Structuring Statement Interview Questions Evaluation Form

PART 1 INTRODUCTION I will be playing the role of a Director of Human Resources for CARA operations head office. The position that will be filled for this staff selection is a General Manager position for a Swiss Chalet restaurant. KEY K.S.A.S At the time of hire the candidate is expected to have certain Knowledge Skills and Abilities the hiring organization (CARA Operations) is looking for in this position. The key K.S.A.s that are being evaluated for this position are: Knowledge: College diploma, university degrees, hospitality related Equivalent experience Minimum 5 years of experience in Restaurant industry Strong knowledge of food safety Computer knowledge

Skills: Excellent organizational skills Communication skills Leadership skills Computer skills (Microsoft Office) Verbal skills Written skills Customer service skills The ability to create an environment where guest and team-mate expectations

Abilities:

are met or exceeded. Decision making ability Ability to exhibit, hospitality and care for others Ability to create, support and maintain a culture that promotes openness, mutual respect, participation, trust and motivation Ability to work long hours

PART 2 STAFF SELECTION PROCESS This staff selection process will consist of 3 steps. These steps found in this process are: 1. The recruitment methods. 2. Evaluation of the candidate. 3. Running reference and background checks on candidates. Recruitment Methods Since there is a new position available, recruitment would involve getting individuals to apply to fill the vacancy. The best way for this to be done is by using job postings with job descriptions. These postings can be external; put by the employers into newspapers in the careers section. The most common one today would be on the internet, on websites such as hcareers (www.hcareers.ca), or any other website that would have online applications for companies to post. These postings can also be internal; through the companys Human resources

head office department. Or by the promotion of management through the company itself, giving notices for qualified candidates who are currently working for this company. The person(s) who would be posting for this type of position, would be the CARA head office directors of HR management. They will also be involved in the staff

selection process.
Evaluating Candidate Step One; Resume Review: The candidate will be evaluated based on whether his/her resume has the education and experience which is relevant to what is expected. The evaluation of the resume would strongly be based on whether the individual(s) has the K.S.A.s that would apply for this position. Mainly the candidates knowledge, based on their education, whether it is college or university completion for a hospitality program. Whether the candidates meets the minimum of 5 years experience of work that is required to fill this position. Overall industry knowledge based on years of experience. Whether candidate has the skills that are needed to operate in this position.

Step Two; 1st Round of Interviews: After resumes of 6 potential candidates have been chosen, they will be called in for a specific date for an interview. They will be interviewed one by one at different times. The interviewing process, will consist of 3 rounds. Candidates will be asked 1 general question, 1 role play question 2 theoretical and 1 behavioral situational question. They will also be evaluated heavily in this first round on their

presentation and professionalism. The questions asks will be based upon situations which deal mainly with: The professionalism Communication skills Attitudes Flexibility / adaptation Temperance

The rationale behind evaluating these, is to get an idea of what level of professionalism this individual has. Also, how they communicate and the attitudes they may have/had in certain conditions. This will give an idea of exactly what kind of person they are and it will also be a projection if they are actually capable of this position. Previous experiences and attitudes, temperance and flexibility will always be passed on to any position. Step Three; 2nd Round of Interviews: After process number one has been completed, the top 4 candidates will be interviewed a second time. They will be further questioned on the remainder of the heavily weighted questions and evaluated once again. These candidates will then go through testing. What is measured through testing: Operational knowledge Technical skills Decision making ability Written skills Customer service skills

The rationale behind this is to measure whether the candidate has the ability to operate in this position. This will decide if they do have the skills and abilities needed for this position.

Background Checks After testing and evaluation have been completed for these individuals, there will be a background check done. Information such as proof of their education backgrounds and if necessary a police check. Reference Checks There will be references required to be given by the candidate to gain external information. A list of reference contacts and phone numbers will be requested. This will be to verify previous work and to question specific job tasks. There will need to be at least 2 of these contacts. Written references will be accepted only if they have been directly given by previous management.

PART 3 THE INTERVIEW This beginning interview process with the structuring statement will be used for all candidates whom I will be interviewing in the first round of interviews. The candidate will walk in, and I will give some small talk saying: Hello my name is Joe Minielli. I am one of the directors of Human Resources for

CARA Operations. Thank you for taking the time to come today.
He/she will then greet me back tell me there name and I will then tell the candidate to take a seat. Structuring Statement The structuring statement will be done as soon as the candidate has given their greeting and has sat down. This is what will be said:

Let me take a few moments to explain to you how this position will be filled. As you know, we are trying to fill a vacant position for a general manager, for Swiss Chalet store # 1932, in the Keele & Wilson area. We have 6 candidates that will be interviewed, including you over the course of the next 2 days. There will be 2 rounds of interviews that will be conducted. We hope for this number to be cut down to 4 by the second day and those 4 candidates will be interviewed a second time for further information. After the decision is made of which 2 candidates are the most qualified, they will be called in for testing. Todays interview will take approximately 25 minutes. I will be asking several questions and taking note of your answers. If you are unsure of what is being asked, do not hesitate to ask me to repeat the question. I will also give you the chance to ask me questions, if you have any concerns or general comments on what is being asked of you. Unless there is any questions you have for me now about this process, let s begin.
At this time I will answer any questions or concerns of the candidate. If there is nothing further the candidate would like to say, will go on and start with the

questioning. THE QUESTIONS [1] You have had the opportunity to read this job description for this position.

Please tell me how you believe your formal education and experience have prepared you to perform the critical elements of the job. Purpose: Understanding of position and critical skills. Source: Joe Minielli Type: General Question [2] Describe a situation when a server had reported to you that a customer

came into the restaurant, drank over the drinking limit and asked to be served more alcohol. When he/she had refused to serve this customer, they became furious. What was your attitude towards the customer? How did you deal with this situation? What could have been done better? Purpose: To evaluate judgement, attitudes and knowledge of liquor policies. Source: Joe Minielli Type: Behavioural Situational

[ 3 ] A customer has just entered the restaurant saying that they have just received their food on take-out and it was cold. He/She is continually saying to the manager that he wants to speak to the boss because this is the second time this week and does not appreciate the service he/she has been receiving in your restaurant. He is threatening to tell everyone he/she knows that your restaurant has the worst service, which could potentially be a problem for your store. What will you do to accommodate this customer? Purpose: Measuring the Judgment, Professionalism and communication.

Source: Joe Minielli Type: Theoretical Situational

[4]

Describe a time when the amount of work became much for you to

handle. You have had to push your abilities to the limit, to get work done because reports had to be published for the next day. What did you do to motivate yourself? Were you persistent to continue? Was the level of pressure to much for you to handle? Purpose: To evaluate the candidates self motivation and whether they are persistent to continue under a pressured environment. Source: Joe Minielli Type: Behavioural Situational [5] The food delivery service has just came to do it is usual large Saturday

shipment of 200 items. You see the driver, it is not the usual gentlemen who does the deliverys and he told you that you that he was a new driver. After he left you had realized that he did not give you the correct amount of potatoes or cooking oil, which are vital for your business and you need these items as soon as possible. What would you do and say to the service company? Purpose: Measures communication, temperament and judgment. Source: Joe Minielli Type: Theoretical Situational [ 6 ] Describe a time when a you had problems with your daily checks and revenues balancing at the end of the night because of a server had left checks open at the end of the night. Were you able to fix this? What was your attitude towards the server? What did you learn?

Purpose: Evaluate the technical skills, the attidude and flexibility. Source: Joe Minielli Type: Behavioral Situational [7] You have been noticing the kitchen workers have not been finishing their

nightly clean up, this should be done at the end of the night. Weeks go by, you notice that in your kitchen the ovens and grill area is getting dirty and your finding that your having to clean-up every night. What will you do to make sure that these tasks get completed every night by each of the closing kitchen staff? Purpose: To measure judgement, knowledge of workplace and ability to make decisions. Source: Joe Minielli Type: Theoretical Situational [8] It is a Sunday night in your restaurant, it is unexpectedly getting very busy

before dinner time and one of your kitchen staff has called in sick to work, meaning one of your managers is not free to help you. Your inventory has not been completed for the following week, your payroll has not been put in and you know that you will be there until 2 oclock in the morning. How would you organize yourself to complete these tasks? Purpose: To measure organizational skills and flexibility. Source: Joe Minielli Type: Theoretical Situational

[9]

Describe a time when there had been a problem with the service that had

been provided by the servers and the customers have complained that the food is now cold. What did you do about this? How was your attitude towards this? Were you flexible in this situation?

 What did you learn? Purpose: To evaluate the judgement, professionalism, attitude and flexibility to adapt in situations. Source: Joe Minielli Type: Behavioural Situational Level 3 Question

[ 10 ] Interviewer: I will play the role of a customer phoning to complain about poor delivery service.

I called to place my order 1 hour ago and it still has not arrived to me. . .
Candidate: Response Interviewer: My children are getting restless and we have to eat. I want to speak

to a manager!
Candidate: Response Purpose: To measure level of professionalism and communication. Source: Joe Minielli Type: Role Play