Save your work with the filename <StudentID - Name - UnitName>, answer your assessment
questions in this sheet below and upload the assessment once it has been completed.
ASSESSMENT SUBMISSION FORM
Complete this form and submit to your assessor for grading. It is recommended that you keep a copy of your
assessment and your assessment submission form.
Student Number
Student Name
Email
Course Title
Unit Code and Title
Assessment Task No. / Title
Unit Skills Assessment (USA)
Trainer Name
DECLARATION
√
I hold a copy of this work which can be produced if the original is lost / damaged.
√
This work is my original work and no part of it has been copied from any other student’s work or
from another source except where due acknowledgement is made.
√
No part of this work has been written for me by any other person except where such collaboration
has been authorised by the instructor / teacher concerned.
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I have not previously submitted this work for this or any other course / unit.
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purpose of detecting plagiarism.
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comparison, including review by external examiners.
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√
Plagiarism is the presentation of the work, idea or creation of another person as though it is
my/our own. It is a form of cheating and is a very serious academic offence that may lead to
exclusion from the college. Plagiarised material can be drawn from, and presented in, written,
graphic and visual form, including electronic data and oral presentations. Plagiarism occurs
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assisting or allowing another person to plagiarise or to copy my/our work.
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Page 1 of 20
Date:
Student Instructions:

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. LMS), 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 the Assessment Submission form to the documents you are submitting to be marked.

Please answer each question on a separate 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.
Page 2 of 20
Complete your USA here.
Part 1
Task 1)
Position Requisition Form Details
Department:
Frontline Management
Position Title:
Customer Service Manager
Number of Positions
& reason for hiring:
Time lines:
1. Position will be vacated due to current manager’s retirement
To finalize the recruitment drive in two weeks’ time from today To
have new staff inducted in week three
Department
Manager:
CEO
Position Information
Expected Salary:
60k negotiable
Position Type
 Casual
Specific Duties
Establish and maintain an efficient and effective
process for liaison, relationship development, and
quality assurance with all stakeholders
 Temporary
 Full-Time
Approval
Approved By:
HR Manager
Sign:
HR Manager
Date:
10 Feb 2022
Job description
Job Title: Customer Service Manager
Date: 10 Feb 2022
Reports To : CEO
Dept. Frontline
management
Approved by : HR manager
Supervises : 11
(number of
employees)
Job Summary
Page 3 of 20
Reporting Relationships:
CEO, senior management, staffs
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
Support the organisation’s strategic directions by
providing a professional, transparent client centred
service.
Selection Criteria
Qualifications and Experience : Required
Excellent communication skills
Capacity to network and build relationship
Capacity to resolve conflicts and personality difference
between working groups
Team leadership
Negotiation skills
Qualifications and Experience : Preferred
Extensive supervisory experience
Experience in management of an audit process or
performance measurement
Experience in working with staff from diverse cultural
background
Position Approval Form
Department:
Position Title:
Number of Positions &
reason for hiring:
Time lines:
Department Manager:
Frontline Management
Customer Service Manager
1: position will be vacated soon due to current manager’s retirement
To finalize the recruitment drive in two weeks’ time from today To
have new staff inducted in week three
CEO
Position Information
Page 4 of 20
Expected Salary:
Position Type
Specific Duties
$60,000 annual salary
 Casual
 Temporary
 Full-Time
Establish and maintain an efficient and efective
process for liaison, relationship development, and quality
assurance with all stakeholders
Advertisement Details: (Specify briefly what advertisement media you are going to use)
Advertising Channel 1:
Recruitment websites
Advantages
Cost effective
Fast
Instant applications
Disadvantages
Large numbers of
possible
inappropriate
applications
Discriminatory to
computer illiterate
Candidates
Advertising Channel 2:
Recruitment agencies
Advertising Channel 3:
Social networks
Expert Knowledge of
market
Speedy response
Pre-screening and
pre-referenced
Access to a wide,
unlimited network
Can build
relationships
Allows to promote
brand
Risk of badly designed
Costly
Candidates may opt to
deal with
employer directly
Limited database
Labour intensive
Challenging in the
long term
Conflict between
professional and
personal life
Approval:
Approved By:
Sign:
Date:
HR Manager
HR
10 Feb 2022
CUSTOMER SERVICE MANAGER
International Hotel Group
The International Hotel Group is one of the country’s largest hotel chains, comprising of
20 hotels across 5 diferent countries in the Australasian region. . We pride ourselves on
employing qualified individuals who demonstrate a strong commitment to hospitality and
customer service.
Page 5 of 20
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 efective process for liaison,
relationship development, and quality assurance with all stakeholders.
Position Requirements:
t of tasks
for self
and others
AWAs
ated issues
in this role, it is important to have:
sues
h staf from diverse cultural backgrounds
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 on Yeonga Noh 9092 6722 or
email recruitment@ihg.com.au.
Applications for this role will close on Monday
INTERVIEW QUESTIONS GUIDE TEMLPATE
Job title:
Date and time of interview:
Selection panel:
Applicant:
CUSTOMER SERVICES MANAGER
10am / 15 Feb 2022
Recruitment manager, HR officer, operations officer, HR manager
Kevin Kim
Page 6 of 20
Questions and weighting
Question Categories Questions
Work history/
Education and
Training
Applicant’s responses
Weight
(1-2)
Score
(0-5)
Total
1. Tell us about
yourself
Business degree with two
hospitality subjects, have 10
years of experience
1
4
5
2. What are your
strengths and
weaknesses
Can manage several team
members, have strong IT
skills, high level
communication skills,
and experienced in using
hospitality IT programs
1
4
5
Personality,
motivation and
character
3. How do you stay
motivated in a routine
job?
In this industry, every day is
a diferent experience. This is
how she completed more
that 50 projects successfully
2
4
6
Customer Services
Skills especially
Customer
Complaint
Handling skills
4. How do you get
yourself out of a
difficult situation?
Have the ability to exceed
established customer services
standards and have
2
experienced
all difficult situations.
4
6
5. How do you work
under pressure?
Works well under pressure
and can remain calm even
when
stressed
3
5
2
Total score (skills and knowledge)
Task 2)
Shortlisting Matrix
Date: 10 Feb 2022
Position Number: 0051
Branch/Section: North Sydney
Position Title: Customer Service Manager
Selection criteria
A. Degree/Diploma in Hospitality
Management
D. Computer literate
B. More than 5 years of experience in
similar role
E. Proven skills in communication and leadership
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
Kevin Kim
v
v
v
v
v
v
HS
James Lee
v
v
v
v
v
v
HS
Page 7 of 20
27
Kelvin Castors
V
Joshua Hall
v
List Jeon
V
Albert Smith
v
v
v
v
v
v
v
v
v
v
HS
NS
Ns
v
v
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
for interview
Kevin Kim, James Lee, Kelvin Castors
Interview schedule for shortlisted applicants
Name
Date and time
Venue
Kevin
9am 12 Feb 2022
IHG Conference room
James
10am 12 Feb 2022
IHG Conference room
Kelvin
11am 12 Feb 2022
IHG Conference
room
Email to the successful candidates
15/02/2022
Dear Kevin,
Thank you for your recent application to our company as Customer Services
Manager.
After further reviewal 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:
Time & Date : 9am 12 Feb 2022
LOCATION: IGH hotel conference room
Carparks are available in the venue. Upon arrival, please proceed to reception and
they will be assisting you to the conference 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
Dear James,
Thank you for your recent application to our company as Customer Services
Manager.
After further reviewal of all applications, we are pleased to inform you that you have
Page 8 of 20
been short-listed for the role and are invited to come for an interview.
Please see the details below:
Time & Date : 10am 12 Feb 2022
LOCATION: IGH hotel conference room
Carparks are available in the venue. Upon arrival, please proceed to reception and
they will be assisting you to the conference 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
Dear Kelvin
Thank you for your recent application to our company as Customer Services
Manager.
After further reviewal 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:
Time & Date : 9am 11 Feb 2022
LOCATION: IGH hotel conference room
Carparks are available in the venue. Upon arrival, please proceed to reception and
they will be assisting you to the conference 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
Draft an email to the interview panel
Dear HR team,
I am pleased to inform you that we have short-listed the applicants for the Customer
Services Manager role and interview schedules have been finalised and confirmed by the
applicants. Please see the details below:
Name: Kevin Kim
Time/Date: 9am / 10th of Feb 2022
Venue: IHG Conference room
Name: James Lee
Time/Date: 10am / 10th of Feb 2022
Venue: IHG Conference room
Name: Kelvin Castors
Time/Date: 11am / 10th of Feb 2022
Page 9 of 20
Venue: IHG Conference room
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 3)
Meeting minutes
DATE: 20/02/2022
LOCATION
MEETING CALLED BY
SCRIBE
ATTENDEES
OTHER PRESENT
ABSENTEES
TIME: 10
IHG hotel meeting room
MEETING TYPE
Yeonga Noh
TIME KEEPER
Recruitment officer
Operations manager, marketing manager, HR
manager
None
None
A.M./P.M.
Formal meeting
Jin Choi
Main Points Discussed
1. Shortlisted applicants to 2: Kevin Kim and Jason Lee
2. Kevin Kim
Has no hospitality degree but has a business degree and is much experienced than
Jason has managed a team of several staff but not much more than Jason
Has more experience in IT and hospitality programs Completed several projects
successfully
3. Jason Lee
Obtains a degree in hospitality
Has less experience than Kevin but has handled more staff members Has
plans on improving himself through more PDs
Handled several projects
Hs strong communication skills but may lack leadership skills and customer service
Decision Taken
Kevin Kim has been selected for the given position based on his experiences and skills
Documents Provided / Circulated
Resumes of both applicants
Shortlisting matrix
Job description
Interview notes of each panel member
Selection report template
Vacancy Details
Page 10 of 20
Customer Service Manager
Vacancy Applicant Pool
6 Applicants
Assessment Strategies Used:
{List all assessment strategies used
•
IQ test
•
Work test
•
Interview
Pre-Employment Checks
Criminal history check, medical assessment and inductions relevant to the duties
Merit Assessment
Candidate 1
Candidate 2
Candidate 3
Yes
Yes
Yes
Overview
• Overview of the applicant’s skills
and experience relevant to the
role
Page 11 of 20
Yes
Yes
No
Positive
Negative
Positive
Selection Criteria Met
• Yes / No
Referee Reports/Comments
• Positive / Negative
Formal letter to unsuccessful candidates
25/02/2022
Private and confidential
Dear Jason lee,
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 claims for the position were not as strong as
other candidates and your application
was unsuccessful.
Should you wish to discuss the outcome of your application further, please don’t hesitate
to contact me.
I wish you well in your future employment endeavours.
Best Regards,
Yeonga Noh
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: recruitment@ihg.com.au
Web: www.ihg.com.au
Page 12 of 20
Formal letter to the successful candidate
From: recruitment IHG (recruitment@ihg.com.au)
To: Kevin Kim
CC: Senior HRM (seniorhrm@ihg.com.au)
Subject: Ofer letter for the position of Customer Service Manager from
The international Hotel Group
Dear Kevin Kim,
I was pleased to meet with you on 22/02/2022. I was quite impressed with your abilities
and skills. Your qualifications are
precisely what our firm is looking for and we are delighted to offer you the position of
Customer Service Manager at IHG. I am certain you will be pleased with the benefits the
position and our company provide.
Allow me to outline the terms of our offer for this position. The salary is $50,000 per year,
with yearly discretionary bonuses tied to
your division’s net sales. In addition, we offer a signing bonus 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, 01/03/2022.
Since we are confident you will be happy at IHG, we are willing to hold this position
available to you for the next 10 days. Please
contact me before then so that we can confirm your acceptance of this offer.
Welcome to IHG
Kind regards,
Yeonga Noh
Recruitment Manager,
HR Department,
The International Hotel Group
Employment contract
EMPLOYMENT CONTRACT
(For Permanent Managers of National System Employers)
This is an employment contract
BETWEEN The International Hotel Group
Page 13 of 20
the Employer AND Kevin Kim the Employee
1.
Commencement Date
This employment contract commences on the 01/03/2022
2.
Probation (See Note 1)
2.1
Employment is subject to the satisfactory completion of a three-month probation period.
2.2
The purpose of the probation period is to enable the employer and the employee to assess
their suitability and capability to work together.
2.3
During the probation period the employer or the employee has the right to terminate the
employment with one week’s notice for any reason and without any repercussions.
3.
Industrial laws
The federal industrial laws govern this employment contract.
4.
Employment Category (See Note 2)
The employee is employed as a full-time permanent/part-time [delete where not applicable]
Customer Service Manager to undertake the duties as outlined in the attached position
description. [attach position description.]
5.
Ordinary hours of work (See Note 3)
The ordinary hours of work are 38 hours
6.
Additional hours (See Note 3)
6.1
The employee will be expected to work reasonable additional hours.
6.2
This contract anticipates that the employee will work 3-5 hours per week
7.
Remuneration (See Note 4)
7.1
The rate of pay is $1,250 per hour/per week/per month [delete where not applicable].
7.2.
The employer will pay the employee weekly/fortnightly/monthly [delete where not
applicable] into a bank account/by cheque/in cash [delete where not applicable].
8.
Annual Leave (See Note 5)
[full-time employees]
The employee is entitled to four weeks paid annual leave for each completed year of
service with the employer. Annual leave accrues throughout the year and from year to year.
OR
[part-time employees]
The employee) is entitled to annual leave of four weeks per year calculated on a pro-rata
basis according to the number of hours worked each week. Annual leave accrues
throughout the year and from year to year.
Page 14 of 20
9.
Personal/Carer’s leave and Compassionate Leave (See Note 6)
“Immediate family” is defined as follows:
a)
A spouse, child, parent, grandparent, grandchild or sibling of the employee;
b)
A child, parent grandparent, grandchild or sibling of a spouse of the employee.
[full-time employees]
9.1
The employee is entitled to 10 days paid personal/carer’s leave per year for personal injury
or illness. Personal/carer’s leave accrues throughout the year and from year to year.
OR
[part-time employees]
The employee is entitled to paid personal/carer’s leave of 10 days per year calculated on a
pro-rata basis according to the number of hours worked each week. Personal/carer’s leave
accrues throughout the year and from year to year.
9.2
The employee can use their personal/carer’s leave as paid carer’s leave for the purpose of
caring for a member of the employee’s immediate family or household who requires care or
support because of personal injury, illness or an unexpected emergency.
9.3
The employee is entitled to two days unpaid personal/carer’s leave per occasion for the
purpose of caring for a member of their immediate family or household who requires care or
support because of personal injury, illness or an unexpected emergency.
9.4
The employee is entitled to two days paid compassionate leave per occasion for the
purpose of attending the funeral of a member of the employee’s immediate family or a
member of the employee’s household or for spending time with a member of the
employee’s immediate family or a member of the employee’s household who has a
personal injury or illness which poses a serious threat to his or her life.
9.5
The employer may require medical evidence or a statutory declaration for any period of
personal/carer’s leave or compassionate leave.
10.
Public Holidays (See Note 7)
[full time employees]
In accordance with the National Employment Standards, the employee is entitled to a day’s
paid leave for public holidays which fall on days when the employee would ordinarily work.
OR
[part time employees]
In accordance with the National Employment Standards, the employee is entitled to be paid
for the hours they would ordinarily work on public holidays which fall on days when the
employee would ordinarily work.
Page 15 of 20
11.
Community Service Leave (See Note 8)
The employee is entitled to 10 days paid jury service leave or unpaid leave to attend a
voluntary emergency management activity as provided for in the NES. The employee must
provide evidence of the need for the leave if required to do so by the employer.
12.
Long Service Leave (See Note 9)
The employee is entitled to long service leave as provided for in the National Employment
Standards or state legislation.
13.
Parental Leave (See Note 10)
The employee is entitled to Parental Leave in the form of Maternity, Paternity or Adoption
Leave as provided for in the National Employment Standards.
14.
Flexible Working Arrangements (See Note 11)
The employee is entitled to make a written request for flexible working arrangements once
the employee has completed 12 months continuous service.
15.
Superannuation
The employer will make superannuation contributions to a fund nominated by the
employee. The superannuation contribution will be not less than that required under the
Superannuation Guarantee (Administration) Act.
16.
Termination (See Notes 12 & 13)
16.1
The following minimum notice periods apply to termination of employment:
Employee’s period of continuous service with
Period
the employer at the end of the day the notice
is given
16.2
1
Not more than 1 year
1 week
2
More than 1 year but not more than 3 years
2 weeks
3
More than 3 years but not more than 5 years
3 weeks
4
More than 5 years
4 weeks
If the employee is over 45 years of age and has worked at least two years of continuous
service with the employer the period of notice will be increased by one week.
16.3
Payment in lieu of notice will be made if the appropriate notice period is not required to be
worked.
Page 16 of 20
16.4
The period of notice to be given by the employer will not apply in the case of dismissal for
serious misconduct that justifies instant dismissal, including conduct which causes
imminent and serious risk to the health or safety of a person or the reputation, viability or
profitability of the employer’s business; attendance at work under the influence of alcohol or
drugs; theft, fraud, assault in the course of employment or refusal to carry out a lawful and
reasonable instruction.
17.
Other Benefits
[Other benefits e.g. accommodation can be listed here.] (See Note 14)
SIGNED
......................................................................................... THE EMPLOYER
......................................................................................... THE EMPLOYEE
DATED
.........................................................................................
Prepare an email to advise managers and staff of the new appointment
From: Senior HRM (senior.hrm@ihg.com.au)
To: (relevant staf’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
4
th December 2020. Please follow information below for your concern actions;
Name : Mr. Kevin Kim
Page 17 of 20
Position Title : Customer Service Manager
Department : Front Office
Salary : AUD $50,000 per year
Grade/Level : 2/1
Meal : Applicable at Staf Canteen
Group Insurance : Plan 2
Public Holiday : 14 days per year as company announcement
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
Staf Room Rate : Applicable (After complete probation)
Best Regards,
Yeonga Noh
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: recruitment@ihg.com.au
Web: www.ihg.com.au
Individual Induction plan
Name : Mr. Kevin Kim
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
Page 18 of 20
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
Items
Completed date
Section A
01/03/2022
Company profile
01/03/2022
Job scopes / responsibilities
01/03/2022
Tour Company procedures
01/03/2022
Company facilities
01/03/2022
Computer system
01/03/2022
Prior to the first day of employment
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.
Page 19 of 20
Check
V
V
V
V
V
V
V
V
V
V
V
V
V
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
Page 20 of 20
V
v