The manager of HTL Boutique Hotel is recruiting a night receptionist. The hotel has received applications from people with different experience. The manager...
Question 1 Report
The manager of HTL Boutique Hotel is recruiting a night receptionist. The hotel has received applications from people with different experience. The manager plans to use application forms, references and interviews. One applicant has worked in a hotel before but has no experience using the hotel booking software. Another applicant has strong IT skills but has never worked with guests. The business aims to maintain good service for overseas visitors while controlling the cost of training. The manager must select one option by Friday because the current receptionist leaves next week.
(a) What is meant by a reference in the recruitment process? [2]
(b) State two qualities that the manager should include in the person specification for a night receptionist. [2]
(c) Analyse one reason why checking references may be useful before offering the job. [3]
(d) Calculate the training cost for Applicant 1 if booking-software training lasts 18 hours at $14 per hour and a training manual costs $28. [3]
(e) Justify which applicant the manager should select. [4]
Answer Details
(a) A reference is information or a statement about an applicant supplied by a previous employer or another suitable referee. [2 marks]
(b) Two suitable qualities are, for example, communication skills and honesty and reliability. Customer-service skills, IT skills, problem-solving and ability to work at night are also valid. [2 marks]
(c) Checking references can confirm claims made on the application form, such as attendance, reliability or customer-service performance. This reduces the risk of recruiting an unsuitable or unreliable employee. [3 marks]
(d) Training wages:
\[18\text{ hours}\times\$14=\$252\]
\[\$252+\$28=\$280\]
Applicant 1's training cost is $280. [3 marks]
(e) Applicant 1 has previous hotel experience, so is likely to understand guest service and hotel routines. Although software training costs $280, booking software can be taught. Applicant 2 has strong IT skills but may need more extensive and costly training in customer service. Applicant 1 is therefore the stronger choice because direct guest experience is important for a night receptionist and the software gap can be addressed through training. [4 marks]
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