Chapter 6:
Staffing for Service
Learning Outcomes:
•
•
•
Understand the process of
recruiting employees
Recognize internal and external
recruitment strategies
Analyze the importance of
student recruitment and
internship
Find and Hire People who Love to
Serve
If someone isn’t smiling during the
interview, what in the world
would make you think they will be
smiling when faced with a line of
customers all in a hurry for
service.
– T. Scott Gross
SELECTION PROCESS
STEP 1
STEP 2
STEP 3
STEP 4
STEP 5
STEP 6
Figure out exactly
what you are
looking for.
(Study the Job)
Recruit a pool of
good candidates
Select the best in
the pool
Bring the best
candidates on
board
Make the new
hires feel
welcome
Manage any
potential future
turnover of
employees
strategically
Study the Job
01
02
03
Human Resource
Planning
Job Analysis
Other key
characteristics
for service
personnel
Process of analyzing human
resource capabilities
Allows the organization to
identify the exact job
descriptions and specifications.
RECRUIT A POOL OF GOOD
CANDIDATES
Hiring Internal Candidates
following advantages:
a. The known quantity
b. Experience
c. Knowing the
d. Lower Cost
Internal Search Strategies:
A. Job Postings
Internal Search engines:
• Intranet
• Bulletin boards
• News letter/Magazines
• Other employees
B. Review of Personnel Records
1
Hiring External Candidates
It has the following advantages:
a. New Ideas and Fresh Perspectives
b. Specific Skills and Knowledge
c. Diversity
External Search Strategies:
a. Advertising
b. Colleges and Secondary Schools
c. Employee Referral Programs
d. Employment Agencies
e. Internet
f. Walk-ins
Student Recruitment
SELECT THE BEST
CANDIDATE
STEP 1
STEP 3
STEP 2
Screening
and
Evaluating
Applicants
STEP 4
The Interview
The
Application
Form
1.Unstructur
ed2.Structur
ed
Psychological
Tests
• Personality Traits
• Cognitive Ability
• Integrity Tests
• References,
Background Checks
HIRE THE BEST
APPLICANT
“Does the person have the right
personality to be successful in a
service-based role?”
“Is the person smart enough to
handle a dynamic environment,
master the training and learn the
job efficiently?”
“Does the person’s experience
suggest that he or she will
perform effectively in creating a
memorable experience?”
“Does this person have the
potential to grow into greater
roles in the future?”
MAKE THE NEW HIRE FEEL WELCOME
Hiring Process
Hiring Process
MERCURY
MOON
EARTH
Mercury is the
smallest planet
The Moon is a
natural satellite
It’s the only planet
that harbors life
JUPITER
VENUS
SATURN
It's the biggest one
of them all
Venus has a
beautiful name
It’s the ringed planet
and a gas giant
STEP 1
STEP
1
STEP
2
STEP
3
STEP
4
STEP
5
MERCURY
JUPITER
EARTH
NEPTUNE
VENUS
Mercury is the
closest planet to
the Sun
Jupiter is a gas
giant and the
biggest planet
Earth is the only
planet that
harbors life
Neptune is the
farthest planet
from the Sun
Venus has a
beautiful name
and is hot
Hiring Process
01
02
03
04
SATURN
JUPITER
EARTH
VENUS
Saturn is the
ringed planet
and a gas giant
Jupiter is a gas
giant and the
biggest planet
Earth is the
only planet that
harbors life
It has a
beautiful name
and is very hot
05
MERCUR
Y
It’s the closest
planet and also
the smallest
Hiring Process
STEP 1
STEP 2
MERCURY
JUPITER
Mercury is the
closest planet to
the Sun
Jupiter is a gas
giant and the
biggest planet
STEP 3
EARTH
Earth is the only
planet that
harbors life
STEP 4
NEPTUNE
Neptune is the
farthest planet
from the Sun
Hiring Process
01
MERCU
RY
02
It’s the closest planet
to the Sun
06
SATUR
N
It’s the ringed planet
and a gas giant
VENUS
03
It’s a gas giant and the
biggest planet
It has a beautiful
name and is hot
05
NEPTU
NE
It’s the farthest planet
from the Sun
JUPITE
R
04
MARS
Despite being red, it’s
a very cold place
Hiring Process
STEP 1
STEP 2
STEP 3
STEP 4
STEP 5
MERCURY
JUPITER
EARTH
NEPTUNE
VENUS
Mercury is the
closest planet to
the Sun
Jupiter is a gas
giant and the
biggest planet
Earth is the only
planet that
harbors life
Neptune is the
farthest planet
from the Sun
Venus has a
beautiful name
and is hot
Hiring Process
MERCUR
Y
JUPITER
EARTH
NEPTUNE
VENUS
STEP 1
STEP 2
STEP 3
STEP 4
STEP 5
MERCURY
JUPITER
EARTH
NEPTUNE
VENUS
Mercury is the
closest planet to
the Sun
Jupiter is a gas
giant and the
biggest planet
Earth is the only
planet that
harbors life
Neptune is the
farthest planet
from the Sun
Venus has a
beautiful name
and is hot
Hiring Process
STEP 1
STEP 2
Venus has a beautiful name
and is the second planet
Saturn is composed mostly of
hydrogen and helium
STEP 4
STEP 3
Mercury is the closest planet
to the Sun and the smallest
It’s the farthest planet from
the Sun and the fourth-largest
STEP 5
STEP 6
Despite being red, Mars is
actually a cold place
It’s a gas giant and the
biggest planet of them all
Hiring Process
1
2
3
4
5
MERCURY
JUPITER
EARTH
NEPTUNE
VENUS
Mercury is the
closest planet to
the Sun
Jupiter is a gas
giant and the
biggest planet
Earth is the only
planet that
harbors life
Neptune is the
farthest planet
from the Sun
Venus has a
beautiful name
and is hot
Hiring Process
Mercury is the
closest planet to
the Sun
Jupiter is a gas
giant and the
biggest planet
Earth is the only
planet that
harbors life
Neptune is the
farthest planet
from the Sun
Venus has a
beautiful name
and is hot
Despite being red,
Mars is a very
cold place
Hiring Process
2
1
Earth is the only
planet that
harbors life
Mercury is the
closest planet to
the Sun
4
Jupiter is a gas
giant and the
biggest planet
3
Venus has a
beautiful name
and is hot
5
Neptune is the
farthest planet
from the Sun
6
Despite being red,
Mars is a very
cold place
Hiring Process
0
1
SATURN
Saturn is the
ringed planet
and a gas giant
0
MERCUR
2Y
It’s the smallest
planet in the
Solar System
0
3
JUPITER
0
4
MARS
Jupiter is a gas
giant and the
biggest planet
Despite being
red, Mars is a
very cold place
Hiring Process
1
2
3
4
5
MERCURY
JUPITER
EARTH
NEPTUNE
VENUS
Mercury is the
closest planet to
the Sun
Jupiter is a gas
giant and the
biggest planet
Earth is the only
planet that
harbors life
Neptune is the
farthest planet
from the Sun
Venus has a
beautiful name
and is hot
Hiring Process
MERCURY
Mercury is the closest
planet to the Sun
VENUS
1
4
JUPITER
Jupiter is a gas giant and
the biggest planet
SATURN
2
5
NEPTUNE
Neptune is the farthest
planet from the Sun
Venus has a beautiful
name and is hot
Saturn is the ringed planet
and a gas giant
MARS
3
6
Despite being red, Mars is
a very cold place
Hiring Process
STEP
STEP
STEP
STEP
STEP
01
02
03
04
05
MERCURY
JUPITER
EARTH
NEPTUNE
VENUS
Mercury is the
closest planet to
the Sun
Jupiter is a gas
giant and the
biggest planet
Earth is the only
planet that
harbors life
Neptune is the
farthest planet
from the Sun
Venus has a
beautiful name
and is hot
Hiring Process
1
Mercury
Mercury is the closest planet to the Sun and also the smallest planet of them all
2
Mars
Despite being red, Mars is actually a very cold place full of iron oxide dust
3
Jupiter
Jupiter is a gas giant and also is the biggest planet in the Solar System
4
Venus
Venus has a beautiful name and also is the second planet from the Sun
Hiring Process
MERCURY
VENUS
It's the closest
planet to the Sun
Venus has a
beautiful name
1
HIRING
PROCES
S
MARS
Despite being red,
is a cold place
2
3
JUPITER
It's a gas giant and
the biggest planet
4
EARTH
5
Earth is the only
planet with life
5
MOON
The Moon is a
natural satellite
Hiring Process
MERCURY
JUPITER
EARTH
Mercury is the
closest planet to
the Sun
Jupiter is a gas
giant and the
biggest planet
Earth is the only
planet that
harbors life
NEPTUNE
VENUS
SATURN
Neptune is the
farthest planet
from the Sun
Venus has a
beautiful name
and is hot
Saturn is the
ringed planet
and a gas giant
Hiring Process
MERCURY
MARS
SATURN
Mercury is the closest
planet to the Sun
Despite being red, Mars is
actually a cold place
It’s composed mostly of
hydrogen and helium
JUPITER
NEPTUNE
VENUS
Jupiter is a gas giant and
the biggest planet
Neptune is the farthest
planet from the Sun
Venus is the second
planet from the Sun
Hiring Process
MERCUR
Y
SATURN
JUPITER
EARTH
VENUS
Saturn is the
ringed planet
and a gas giant
Jupiter is a gas
giant and the
biggest planet
Earth is the
only planet that
harbors life
It has a
beautiful name
and is hot
It’s the smallest
planet in the
Solar System
01
02
03
04
05
Hiring Process
SATURN
EARTH
MARS
It’s the ringed
planet and a
gas giant
It’s the only
planet that
harbors life
Despite being
red, it’s a very
cold place
MERCUR
Y
This is the
closest planet
to the Sun
NEPTUN
E
Neptune is the
farthest planet
from the Sun
Hiring Process
VENUS
SATURN
NEPTUN
E
Venus has a
beautiful name and is
the second planet
Saturn is composed
mostly of hydrogen
and helium
It’s the fourth-largest
planet by diameter in
the Solar System
JUPITER
MARS
MERCUR
Y
It’s a gas giant and
the biggest planet in
the Solar System
Despite being red,
Mars is actually a
cold place
It’s the closest planet
to the Sun and the
smallest one
Hiring Process
1
2
3
4
MERCURY
Mercury is the closest planet to the Sun and also the smallest one
JUPITER
It's a gas giant and the biggest planet in the Solar System
MARS
Despite being red, Mars is a cold place full of iron oxide dust
NEPTUNE
It’s the farthest planet from the Sun and the fourth-largest
Hiring Process
1
2
3
4
5
Mercury
Mars
Jupiter
Venus
Earth
It's the closest
planet to the Sun
Despite being red,
Mars is a cold place
It's a gas giant and
the biggest planet
Venus has a
beautiful name
Earth is the only
planet with life
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