1.1

Role

As a receptionist you will ensure that the highest standards of customer service and facilitation are maintained at all times. You are the first person our members and interested consumers will approach for services, inquiries and concerns. Your product and service knowledge should be impeccable and you are a person of high personal standards. You are an enthusiastic individual, a great team player and see yourself as a company spokesperson at all times.

Tasks and Responsibilities

Neat and tidy reception counter Meeting and welcoming the customers Handling telephone originated inquiries and concerns Showing members clubs facilities and access areas New member registration Billing and account inquiries Product delivery and services information provision Assisting other team members as and when required

Administrative Assistance

New customer registration Daily cash reports Members access reports New customer signup reports Complains and complements sheet Mail and e-mail handling Storing relevant paperwork and bank reports

Expected Skills

Outstanding telephone manner Excellent language and communication skills Flawless English skills and Chinese (not essential) Microsoft office knowhow At least 45 words/minute typing speed Familiarity with office equipment

Personal attributes

Honesty and reliability Punctuality and self-awareness Confidence and determination Patience and positive attitude Appreciation of multicultural workplace1.2

Job description defines in detail the scope and scale of an employees duties and responsibilities. This document is a legislative requirement and thus should not be taken lightly. It should be detailed, precise and should cover all the relevant areas. If an employee is asked to perform a task not in accordance with what has been mentioned in the job description, he/she may refuse to do it and the company can be questioned for that. Human Resource Department should therefore take great care and time to prepare job description for all the positions keeping in mind all the aspects of that position and how it is related to those of the others and those tasks that may be asked to perform apart from the regular duties of that employee.

1.3

Equal Opportunity Provision and Anti-Discrimination law is the most relevant one that applies to the selection process. It states that all participants must be given equal weightage regardless of their background, ethnicity, religion, caste, culture, gender or colour. Decision must be made based on an individuals skills and not on any other factors. Thus, to provide an equal employment opportunity, is a legal duty of all businesses in Australia and so is ours.

1.4

Job Advertisement

An excellent job opportunity has been created here at Bounce Fitness Health Clubs for a bubbly, bright, confident and enthusiastic receptionist to join our dynamic and energetic team. If you are a person who can work without supervision, have confidence in your skills and abilities, love to stay healthy and toned and have a little bit of experience in hospitality or a similar role, this job is calling you.

About Us

Established in 2001 by Margaret House as a trivial aerobic studio Bounce Fitness now boasts centres in Brisbane, Sydney, and Melbourne, with the head office in Cairns.

Bounce Fitness intends to market its brand through excellence in service and expertise to establish itself as a premier provider of fitness and wellness in Australia. Much time is invested in training the Centre staff to upgrade their professional skills and in customer service to foster a loyal member base. Classes are innovative and varied with regular changes to routines and activities. Bounce Fitness has developed choreographed fitness moves with accompanying music, which is geared to the varying interests, needs and goals of the member group. It is intended that all around Australia, gym and fitness center members will continue to be enhancing personal performance through classes designed and produced by this business. Classes are coupled with state-of-the-art fitness equipment to cater to those who prefer resistance training to aerobic workouts. Additional free weights allow for use by even die-hard lifters.Proud of our excellent customer service, we wish to establish ourselves as the prime providers to affordable fitness and well-being services to local Australian communities.

The Role

The receptionist is our first point of contact with the existing and potential members. Receptionist is responsible for meeting, greeting and communicating with the customers. Your duties will also include providing relevant information about all the aspects of the products and packages we offer, taking the customer through the registration process, giving them a rough overview of the facilities we offer and the related costs to be incurred by the customer and support facilities. It will also be your job to assemble, prepare and complete all the paperwork for documentation and provide administrative support to the manager and related operations. Consequently, following are the qualities we seek in an individual who wishes to apply for this position:

Ability to work in a multicultural environment Punctuality Flexibility Work ethics Honesty Responsibility and self-awareness Energetic and proactive Great communication and interpersonal skills

Mandatory Expectations

12 months experience in a similar role or in hospitality MS Office suite awareness and command 45 Words/minute typing speed Immaculate on personal hygiene and presentation Fit, energetic and enthusiastic

Desired, not essential

Chinese or any European language Fitness industry experience or knowledge Direct customer handling experience/Call centre experience

The job is a full-time employment requiring the candidate to work over weekends (rotated roster) and may be a few public holidays. All the centres are closed for 15 days over Christmas and New Year.

Rewards of working with Bounce Fitness group

Dynamic and young team Opportunity to move within Australia Healthy remuneration package and overtime payments Free on-duty meal and drinks provision Onsite parking for staff 30% discount on clubs membership 20% discount on all retail goods sold in store Membership transferable to other bounce Fitness clubs across Australia

How to Apply

Please forward your most recent and updated CV with a covering letter to:recruit@bouncefitnesssydney.com.au

If you wish to confidentially discuss any details, issues or questions before or after applying for the job, please feel free to contact:

Miss Sarah List @ +61-432937384

For details about us, our company and what we do, please visit our webpage at:http://bounce.precisiongroup.com.au/account/login

Please note, applications close on: October 20, 2011 (5:00 PM AEST)

1.5

SELECTION MARKING SCHEME / PASSING REQUIREMENTS

Selection CriteriaMaximum MarksPassing Marks

Interview 6050

Verbal communication skills 109

Interpersonal skills 109

Time Management Skills 108

Decision Making 108

Positive attitude55

Work ethic 55

Flexible 53

Multicultural skills 53

Tests 2519

Written communication 54

Typing speed 54

Analytical/Problem solving skills 53

Computer proficiency 54

Office Equipment 54

Reference Check55

Total9074

2.1

Interview Question Set

Question AreaCriteriaScore

Please take us through your education and work history. Also mention the best learning experience you have had in the recent past.Communication10

How comfortable are you with doing a 10-hour shift, if required? It doesnt happen often. Do you have any other engagements?Flexibility5

Why do you think it is important to work in a multi-cultural environment? List some positives and disadvantages.Multiculturalism5

Why do you want to leave the job you are in currently? What do you think this job will provide you if you are selected?Work ethics5

What, according to your knowledge, will be the challenges you will face in this role? How will you handle or resolve those?Time-Management, Multi-tasking5

What do you understand by multitasking? Have you ever found yourself there? How do you handle the pressure?Multitasking, Time-Management5

How would you communicate with people from different ethnicity? How will you try to ensure that you dont breach their personal and cultural beliefs?Interpersonal10

When did you make a mistake, which made you feel embarrassed? How did you recover form it?Decision Making10

What is your strategy to become a part of a team and make sure that everyone accepts you and welcomes you to the team?Positive attitude5

Skills Test

It is compulsory for each candidate to visit the following web link and go through the IQ test to be marked on their ability to solve problems and decision-making speed with accuracy:http://www.funeducation.com/Tests/IQTest/TakeTest.aspxTyping Test

Also, each participant is also required to pass a typing test available here:http://www.typingtest.com/

Expectations from the Selection Process

TestReferenceDemands

Written CommunicationCover Letter Clear Error-free Vocabulary

Typing SkillsOnline test 50 Words/min. < 5% Errors

Analytical/Problem SolvingIQ and Math Test 60% Pass mark

Office Equipment FamiliarityInterview Photocopier Fax Printing Mail Merge

Computers/TechnologyInterview/References Generic Questions Reference Checks

Personal AttributesInterview Simplicity Smiling attitude Confidence Maturity Sincerity Experience Knowledge Persistence Focus Determination Attitude Adaptability

Venue

The tests will be conducted at the Sydney Fitness Centre in the conference room. The interviews will take place in the Centre Managers office or conference room, whatever is available.

2.2

Arrival

HR department and the centre manager will go through the resumes of the candidates and select most of them based on their experience and cover letter. These applicants will then be called for their skills and typing test. Applicants will be given and date and time to arrive at the fitness centre. All the candidates will be called on the same day.

They will be required to arrive in the foyer at around 10:00am and see the receptionist who will direct them to the waiting lounge. From there, they will be given access to computers where they can perform these tests. As the tests will be held online, the candidates will receive their results immediately and a list of those who have passed will be published. The successful candidates will be personally contacted in next few days to finalize the date and time for their personal interviews.

Introduction and Greeting

The manager of the centre will be present in the foyer when the applicants arrive in the morning for their tests and ability assessment. He/she will carry out the introductions, welcome and thank the candidates for taking time to appear for this selection process. He/she will also take them on a quick tour of the centre and show them around its services and facilities. The manager could use the following greeting, Good Morning everyone. My name is ___. Welcome to you all and thank you for taking such interest in our company and this job.

In-Charge

The manager of the Sydney bounce fitness centre, Mr Martin Saunders will be the supervisor of this whole selection process and must avail himself at each step of the process. His presence and involvement ensures that each candidate will be scrutinised to a sufficient level and he also provides a source of inspiration to all the candidates.

Interview

One-on-one interviews will be conducted in the managers room or the staff conference room, whatever is available. Applicants will arrive at the reception on their interview day and will wait for further instructions from the receptionist who will be in regular contact with the interviewing manager.

Interview Panel

Centres manager will be the head of this process. He may ask assistant manager or the HR manager or head trainer to be present for wider-ranging questions during the interview.

2.3

Questions

Open ended Accurate and relevant Should provide space to the candidate for thinking and reasoning Manager will explore the candidate for attributes, knowledge and attitude Other panel members will focus on skills, abilities and experience OHS knowledge, phone manner and job-related abilities should also be discussed Availability and flexibility should be discussed as well

Interview Appointments

Should be conducted closer to the test week Candidates should be called twice to confirm date and time to prevent costs and time loss All the panel members should be available during those days Each candidate should be allowed around 45 mins-1 hour for interview Interviews should start no later than 10:00 in the morning No more than 3 interviews in a day Each candidate should be allowed around 10-15 minutes for questions and concerns, if any

Documenting the Interview

Each panel member is given a questionnaire module which should be adhered to Each panel member will score the candidate individually Question sheet will have space for personal comments and recommendations from the members At the end of the interview, the candidates performance should be discussed and sheets should be given to the manager The manager will average the candidates score and publish a final score All the aspects of the candidates experience, skills, presentation and prospects should be discussed Difference in opinion should be addressed and resolved there only These sheets have to be retained in files for at least 3 months They will also help the manager to make a final decision

2.4

If any unpredictable situations hinder the normal or planned course of the selection process, it becomes necessary to find an alternative as the process cannot be terminated or dissolved altogether. It should be the managers first duty to get the job at hand done with minimum possible cost and time wastage:

Eliminate the source of problem Find and alternative solution Reschedule the event if nothing can be done

2.5

Selection Record is a folder maintained by the HR or admin department for each candidate. This folder will have the candidates resume, cover letter, and results from his online tests and interview comment sheets from the panel members. It is therefore, a complete set of the candidates performance so far in the process and makes it easy for the manager to make a final decision based on the available information or even to compare two candidates if necessary. This folder contains following documents:

Online test reports and scores Interview performance and comment sheets from the interviewers Reference check document with comments from previous employers Cover letter provided by the candidate CV of the candidate Recommendations from the manager sheet

2.6

Reference check is an important part of the selection process as it enables the manager to know what other employers think of the candidate and his performance. It can also bring up details which otherwise might have always been hidden or unknown. Reference check is done not only to validate and confirm the information provided by the candidate but also to find other employers perception of this candidate. Person conducting a reference check will be required to gather the following information about the candidate:

Duration and period of employment Their willingness to let this employee go Proficiency in handling office equipment Computer skills and technology related aptitude of the candidate

If the time allows and the referee is willing, the following would be helpful as well: Pressure handling Team bonding Ability to work without supervision Multi-tasking Flexibility Punctuality Absenteeism Customer attitude Weekend/ PH work availability

4.1As discussed earlier, selection report is a complete set of notes prepared in regards to an applicants performance throughout the process of selection. It shows how the candidate has performed at various levels of the process and his feasibility as a potential employee. People, who are qualified and experienced enough to judge a candidate for various aspects, provide their genuine feedback on his performance and prepare the documents contained in this folder. Thus it is a portfolio of documents showing an applicants abilities, skills, attitude, experience and other basic characteristics. The selection report folder consists of the following documents:

Online test reports and scores Interview performance and comment sheets from the interviewers Reference check document with comments from previous employers Cover letter provided by the candidate CV of the candidate Recommendations from the manager sheet

Through the whole selection process for the job of receptionist, Mr Saunders has decided to offer the job to Miss Ankita Tyagi. Below are her scores on various criteria: Interview 58 Typing 4 Analytical/Problem Solving 4 Written communication - 4 Computer proficiency 5 Office equipment 5 Reference check 5Total = 85Comments: Ankita has been the brightest candidate throughout the process. Not once did we have to doubt her abilities. She is very well seasoned to work in a team like ours and will definitely bring something we dont already have in our centre. We wish her good luck and welcome her aboard.

4.2Letter Templates

Skills Assessment Letter

Dear [Name],

Thank you for your recent application for the job of a Receptionist at out Sydney branch as advertised by our organization.

We are pleased to inform you that we would like to invite you to our centre for a skills assessment on Monday, May 30 at 10:00 am.

Please make sure you have an hour available for the same.

We look forward to seeing you.

Yours Sincerely,

Interview Invitation Letter

Dear [Name],

We are pleased to inform you that you have been successful at our skills assessment and we would like to invite you to attend an interview on [date], at [time] at our Sydney branch.

You will have an interview with our assistant manager, Mr Martin Saunders. The interview would take about 45 minutes.

Should the date or time be inconvenient for you, please contact Sarah at 02

We look forward to seeing you.

Yours sincerely,

Letter to an Unsuccessful Candidate (Skills Assessment)

Dear [Name],

Thank you for attending the skills assessment at our Sydney branch.

Though your qualifications and results of the assessment were impressive, we could only select three and we regret to inform you that at this stage you have been unsuccessful.

We appreciate your time and interest in Bounce Fitness and we would encourage you to apply again in future should an opportunity arise at out establishment.

We wish you the best for your future endeavours.

Yours sincerely,

Letter to an Unsuccessful Candidate (Interview)

Dear [Name],

We were glad to have the opportunity of meeting with you on [date]. We were very impressed with your capabilities and attitude.

However, we regret to inform you that we have selected a candidate whose profile matches more closely with this particular position at our organization.

We appreciate your time and interest in Bounce Fitness and we would encourage you to apply again in future should an opportunity arise at out establishment.

We wish you the best for your future endeavours.

Yours sincerely,

Letter to a Successful candidate

Dear [Name],

Thank you for attending the interview at our Sydney branch.

We are pleased to offer you the position of Receptionist at our organization.

Please find your letter of offer attached with this email.

It contains the details of your induction as well.

Thank you.

We appreciate your time and interest in Bounce Fitness and we would encourage you to apply again in future should an opportunity arise at out establishment.

We wish you the best for your future endeavours.

Yours sincerely,

4.3Centre manager will make his final decision and inform of the same to the HR department. HR manager will contact the successful candidate through telephone to congratulate and invite him/her for the required paperwork and documentation. The employee now will be asked to sign a copy of contract and register for things such as TFN, Superannuation and union membership, if desired. On the same day HR will also arrange for the employees initial induction and training sessions that he/she must go through before commencing the actual job on the floor.

4.4Now that the candidate is almost an employee, he/she will be handed a copy of employment regulations act, policy and procedure manual related to his/her job and also a copy of union laws, if applicable. HR is responsible for the following before an employee can be sent on the floor to perform what he/she has been hired for: Induction Training Company history and work philosophy Job specific training On-the-job training Mentoring Probation period Assessments and performance appraisal OHS regulations Union membership and requirements Facilities and member areas Staff facilities, perks and not-to-dos Membership and floor responsibility