1. COMFORT INN AND SUITES
HRMN 3830_01
NOVEMBER 13, 2014
ADITYA SADH T00053808
OMKAR RAUT T000

2. 1
TO,
Kathy Wishnevski (General Manager)
Comfort Inn & Suites Kamloops
1810 Rogers Place
Kamloops, BC V1S 1T7
Thank you for giving us the opportunity to work with Comfort Inn, Kamloops. This project
will provide in-depth information about the procedure taken to create a Job Description and
Specification that would fit your organizations culture as well as be in compliance with the
human rights legislation.
The information gathered and presented will be handled with utmost confidentiality and only
two copies will be created. One for our professor Debra Sloat, HRMN (3830_01) and the
second will be handed over to you (Kathy Wishnevski, General Manager, Comfort Inn)
Best regards,
Aditya Sadh
Omkar Raut

3. 2
To,
Debra Sloat
HRMN 3830_01
Thank you for giving us the opportunity to enhance our knowledge regarding Job
Description, specifications and other topics related to recruitment and selection.
The information gathered and presented will be handled with utmost confidentiality and only
two copies will be created. One for you, our professor Debra Sloat, HRMN (3830_01) and
the second will be handed over to (Kathy Wishnevski, General Manager, Comfort Inn).
The link to the video is given below:
https://www.youtube.com/watch?v=qbZWZaXvm9g
Thank you,
Aditya Sadh
Omkar Raut

4. 3
TITLE PAGE
SR NO. TITLE PG NO.
1 EXECUTIVE SUMMARY 4
2 PART 1
a. Job Analysis
b. Job Description
c. Job Specification
5
6
9
3 PART 2
a. Recruitment and selection Strategy
b. Selection tools
c. Recruitment strategy
d. Compare and contrast
e. Behavioural and situational questionnaire
10
12
17
18
20
4. APPENDIX 1
a. Job Analysis
b. Job Description
c. Job Specification
21
22
24
5. APPENDIX 2
a. Job Ad 25
6. APPENDIX 3
a. Application Form
b. Structured interview Questions
c. Grading Rubric
26
28
29
7. References 31

5. 4
Executive Summary
The Comfort Inn and Suites, Kamloops is located at Exit 368 off the Trans- Canada
Highway.
This hotel offers various amenities such as indoor pool, hot-tub, and waterslide to their fitness
and games room. This hotel is known for its hospitality and provides a great working
environment.
Our Job Analysis was conducted for the position of a Customer service representative/ Front
Desk Agent. This project lays down Descriptions, specifications, assessment tool to select the
right candidate, comparison of current company’s practices to the new process and the add
created for recruitment process.
The Job Description includes position title, key responsibilities, reporting relationships,
salient working conditions, and an equal employment opportunity clause.
The Job Specification includes include KSAs (Knowledge, Skills, Abilities) and other
qualifications required to perform the job at an acceptable level.
The Recruitment and selection process includes a plan for recruiting individuals into the
targeted position by taking cost, efficiency and effectiveness into account.
This project also includes several behavioural and situational questions to assess the key
KSAO’s with a grading rubric to grade candidates based on these questions.
Lastly, this project contains a video that explains about the interview process, through a role
play conducted by Aditya Sadh and Omkar Raut.

6. 5
PART 1
Job Analysis
A Job Analysis was conducted on Kathy Wishnevski, General Manager Comfort Inn as well
as Customer Service Representatives. The Job Analysis Includes a series of questions
designed to obtain information regarding the targeted job position. Appendix 1 includes a job
analysis questionnaire. The answers provided, during the interview process provided a
thorough understanding of the position and the duties and specifications that are required to
perform this job. Below is a break up of tasks performed by a customer service representative
in a day:
Break up of Tasks- (customer service representative)
A Front Desk Agent/ Customer service representative is a full time task that is usually shared
by two employees at the same time and divided into two full time shifts. Duties performed
vary based on the time of the day. Making reservations and handling guest questions is an
ongoing process.
The day starts with a series of tasks that includes Checking out customers/ guests and settling
their balances, providing a list to the housekeepers regarding the checked out guests and stay
overs, answering calls and making reservations, handling guests complains.
The second part of the day (after 3) includes checking new customers in, updating
housekeeping sheet regarding the rooms that are ready and available for guests, answering
calls, solving customer issues
The last part of the day requires closing of books for that particular day, auditing, assisting
guests with any information that they require, making reservations.

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Job Description
The Job Analysis conducted provided information, based on which a job description was
created. In order to create a job description that would fit the organization’s culture and
policies, was asked a series of questions which provided the following results:
1. Job Identification:
Job identification usually includes job position title, location, report to, date on which
the job description was written and job code which provides easy referencing. Below
is the job identification for the targeted position:
 Job position: Customer service representative
 Location: Kamloops
 Report to: (name)
 Date: 11th
November; 2014
 Written by: Aditya Sadh , Omkar Raut
 Job Code: CSR 1
2. Job Summary
Job summary will provide information regarding the general nature of job and major
functions and activities performed.
Job Summary- under the administration of the General Manager, Kathy Wishnevski
the Candidate is responsible for providing quality guest service as it pertains to
checking in/ out of hotel guests; Choice advance operating system; taking hotel
reservations; and concierge services in a gracious and professional manner. Provide
accuracy with daily accounting procedures.

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3. Major functions and activities:
Major functions and activities will include- Check in and out, Courtesy calls, Guests
needs, telephone service, special requests, proper registration procedures, cashiering
procedures, guests services, wake – up calls etc.
Significant tasks:
The most significant tasks performed by a customer service representatives are:
a. Concierge: Answer any guest inquiries regarding the city, events, and attractions.
b. Guest Service Agent: greeting and registering the guest, providing outstanding
guest service during their stay, and settling the guest’s account upon completion
of their stay.
c. Security: overseeing the safety and security of the hotel and guests throughout the
day.
4. Relationships
Relationships shows the job holders relations with other inside and outside the
organization, along with peers, superiors, and outsiders relevant to the job.
Relationships- Internally, report to Kathy Wishnevski, provide accurate information
to housekeepers, assist housekeepers with any issue that arises. Externally, relate to
internet service provider in case any technique issue occurs, relate to courier services
to collect and send mails, customer or potential customers.
5. Educational requirements/ Work experience
Dogwood Diploma, at least 6 months of experience in similar capacity (customer
service jobs), can read, write and speak English fluently, proficient in Microsoft
office.

9. 8
6. Salient Working Conditions
Ability to grasp and bend: push or pull heavy loads weighing up to 75lbs.; and lift
and/or carry or otherwise move packages, boxes and luggage, ability to stand for long
period of time ( around 5 hours ),
7. Equal Employment Opportunity Clause
Comfort Inn complies with 41 CFR 60-1.4- According to which, Candidates will not
discriminate against any employee or applicant for employment because of race,
colour, religion, sex, or national origin.
In all solicitations or advertisements for employees placed by or on behalf of the
contractor, state that all qualified applicants will receive consideration for
employment without regard to race, colour, religion, sex, or national origin. (Law.
Cornell, 2014)
8. Problem Solving:
Diverse cultures and a fast paced working environment creates a unique and tough
business environment. The incumbent will often face customer related problems
demanding solutions that need to be creative and, at the same time, sensitive to
customer needs and requirements.

10. 9
Job Specifications
Job specification is made after examining the duties and responsibilities for the position of
customer service representative. It includes the human traits and experience to do the job.
I. Education and Experience:
High School Diploma is a requirement,
Previous knowledge/ experience as a customer service representative is an asset.
II. Skills:
Communication Skills- strong verbal and written skills (English)
Organization Skills- Strong organizational skills with attention to details
Computer skills- proficient in Microsoft office to make reservations
Basic Math skills for cash handling; ability to provide change and count back at end
of the shift.
III. Ability:
Ability to handle customer issues
Ability to solve problems that arise in workplace in an efficient and effective manner
Ability to settle in a fast paced work environment
Ability to assist co-workers, including housekeepers by giving accurate information
about room’s availability and occupancy.
IV. Knowledge :
Knowledge about the job, customer service representative. Its requirements and
expectations.

11. 10
PART 2
Recruitment and Selection Strategy
Target position: Customer Service Representative. This section includes a recruitment plan
for targeting individuals for the above mentioned position.
Step 1:
Conducting a job Analysis. As per the information provided to us, the ideal candidate must be
enthusiastic about the job, must be able to work in a fast pace environment, should be a
people person with good communication skills, must be punctual.
Step 2:
A job description and specification is created with lays down all the duties and
responsibilities that an ideal candidate is required to do as well as provide the knowledge,
skills, abilities and educational requirements. (Refer Appendix 1)
Step 3:
The Job description will be used to create a Job ad that will be posted in leading work engine
websites: worksafe.bc and indeed. Ca. The purpose of selecting these two websites is because
they are referred to first, when finding a job.
The Section place will be to market the Job ad through social media which includes Facebook
and LinkedIn. Since the major target for this position is students or recent graduates. Posting
on Facebook is the most efficient and reasonable way of getting a large pool of candidate.
Recruitment Sources and methods:
Online Websites: Indeed.ca, WorkBc. Ca – Online Application

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Social Media- LinkedIn, Facebook- Link that takes the interested candidate to either of the
two websites.
Drop in- Candidates can also drop in resumes at the hotel Comfort Inn, Kamloops
Online application helps to expand the pool of applicants as it is accessible to a large number
of people. In addition, Social media further expands the range of applicant pool.
Job Fair- Participate in job fair at Thompson Rivers University, to further target students.
Profile of People being targeted:
Candidates to be targeted include- Recent Graduates, University Students for part time shifts.
Students with previous customer service experience.
Cost: Cost of advertising is estimated as follows: Click- number of links embedded in the
website.
Cost’s Amount (in CAD)
Job Ad
Job Fair
Free on Facebook, $ 7.5 for both websites
Approx. 350 to 400$/ table
Social Media
a. Facebook Free
Website
a. Indeed
b. WorkBC
$1.25/click x2 = $2.5
$2.5/click x 2 = $ 5
Total $ 7.5 for 2 clicks

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Selection tools
The major requirements required, to perform the job of a customer service representative are:
Formal Qualifications: Dogwood Diploma. Post- Baccalaureate Diploma in Hotel
Management is an asset
Experience: No prior experience is required; but at least 6 months of experience in similar
capacity (customer service jobs), is considered an asset
Communication Skills: Good oral and written communication skills are required, candidate
must be fluent in English. Proficiency in one or more foreign language is an asset. The
incumbent must be able to communicate courteously and effectively. Strong interpersonal
skills are required. All interactions with customers must be handled with tact and diplomacy.
Effort:
Physical Effort: The incumbent is required to stand during majority of the working hours.
Ability to grasp and bend: push or pull heavy loads weighing up to 75lbs. Lift and/or carry or
otherwise move packages, boxes and luggage
Mental Effort:
Continuous mental attention towards guests needs. Must remain vigilant despite many
simultaneous demands on his or her attention.
Working Conditions:
Job is performed in-doors. Part time or full time work May being at 8 am sharp, five days a
week. Some over time and split shifts may be required. Evening shift begins at 4 pm sharp.
To determine the best selection procedure, several selection tools will be used to cater to the
above stated job specification:

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Step 1: Filling an application form
The application form will be available online on WorkBc and indeed. Drop-in applicants
need to fill in this form at the office branch. This application form needs to be sent with a
resume in order to extract more detailed information about the candidate. A sample
application form is attached in Appendix 3.
This application form gathers information such as available working hours, pay scale,
eligibility to work in Canada, and other basic information.
Step 2:
The application form along with the resume will be screened by the General Manager. The
application shall be judged on the following basis:
CONTENT GRADES (out of 100%)
1.Availability to work 5 days a week – Full
time
Availability to work 5 days a week – part
time (includes weekends)
10%
2. Pay scale
Minimum pay 11$/ hour. Maximum pay
12$/ hour (100% if candidate expects 11.)
30%
3.Eligible to work in Canada 30%
4.Previous experience 30%

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Candidates need to score a 100% in criteria 3 and 4 and a minimum 50% required for criteria
2 and 1. Once applications are screened for the above stated information. A phone interview
will be conducted.
Step 2:
The phone Interview may be conducted to confirm information provided on the selected
application forms. Information such as availability, salary requirements and other
requirements will be confirmed and a date and time of the next interview will be provided.
The purpose of this step is only to confirm the information provided by the application and
not to phase applicants out, unless there is a different in applicant’s information provided in
the form and information gathered during the phone interview.
Step 3:
Since the position of a customer service representative is a crucial one. The major weightage
of the selection process lies on the interview process.
During the interview, the general manager along with the assistant manager will be present to
interview candidates.
The interview will include series of behavioural and situational questions to examine
candidate’s problem solving, multitasking, quick thinking, analytical and time management
skills. Candidate will also be required to present 2 references at the end of the interview
process. The applicants will be graded using a grading rubric to ensure reliability of the
process. For the Grading Rubric Please refer to Appendix 3
Step 4:

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The final step includes a reference check to verify the information provided by the applicant
during and before the interview process is accurate and free of errors. The applicants previous
work supervisor may be contacted or any other reference provided by the applicant
Assessment Tools Used:
Assessment is used to determine whether a candidate is a correct fir for the target position. It
is a tool used to estimate, if the candidate has the required knowledge, skills and enthusiasm
to perform the required duties under the job requirements.
Assessment tools used in our project are based on
Multi hurdle selection system
It refers to having a cut-off score at each predictor - and if an applicant fails to reach the cut-
off score he/she is eliminated from the employee selection. This process is used to determine
an ideal candidate that will successfully cross all the predictors.
In this recruitment and selection procedure, multi hurdle system was used at the beginning,
i.e. during the applicant process where candidates that did not meet the required grade were
eliminated. The applicants who made it underwent a phone interview that was a basis of an
individual interview. This was the second phase of the multi hurdle system where candidates
were selected based on a series of behavioural and situational questions which was graded on
a grading rubric (Appendix 3)
Grading rubric
It is a reliable tool in calculating and setting guidelines used to promote the consistent
application on expectations required to fulfil job performance or to measure their fulfilment
against a consistent set of criteria. Grading rubrics here is used to define performance
expectations and ensure consistency in the evaluation of the candidates.

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Grading rubric is designed in such a way where applicants are graded as per their
performance in interview depending on the accuracy of information on situational questions.
Problem solving technique using critical thinking and proper communication skills.
(Appendix 3)
Compensatory:
This selection process is designed to accommodate candidates to the extent of undue
hardship. The final assessment takes place in the interview process where the candidate is
selected based on solely their skills, abilities and knowledge. However, since standing up for
a long period of time and lifting weights is a bona fide occupational requirement; physically
incapacitated candidate shall be subjected to not qualify.
Compensation may not be considered an option if there are candidates that perform much
higher than other candidates. However, in case of next to similar scores, candidates may be
subject to qualify to reach the next round, until the interview stage.
Comfort Inn and Suites Current Recruitment Strategy:
The organization currently uses the following process for recruitment:
A Job description is posted on Indeed. Ca and applicants are encouraged to drop in their
resume at the work office. Based on the resume, candidates are called for an interview. The
interview includes a serious of question based mainly on working hours, experience and other
personal information. Based on the information gathered, the candidate is called to offer the
job.
The process is brief and lacks in-dept. strength to assess candidates based on their knowledge,
skills, abilities and other key attributes. This process does not take into criteria the other
major attribute such as multitasking abilities, cognitive task abilities, and problem solving

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skills that can be assessed through situational and behavioural questions, during an interview
process.
The advertisement is unable to generate a large pool of applicants as it isn’t marketed
effectively and efficiently. Universities aren’t targeted in order to recruit.
This is no job ads created to recruit incumbents that can be potential employees of this
organization.
The organization does follow and complies with the Human rights legislations, Health and
Safely norms and other BC laws. It also complies with Employment Equity act and Equal
Wages Act.
Recommended Recruitment Strategy:
A Job add may be posted on workbc.ca and indeed.ca which contains a job description, job
specification and an application form for candidates
Application form contains specific personal information such as availability to work as well
as work related information such as previous work experience and other necessary
information. The submitted resumes will be screened based on this application form and later
a phone interview will be conducted for the short listed applicants.
Interview process is divided into two section: phone interview and face to face interview.
This stage is extremely crucial as it assesses the candidates on their communication skills,
problem solving, multitasking, behaviour, cognitive abilities and educational qualification
and experience required to effectively perform the job.
Phone interview is conducted to confirm the information provided by the applicant in the
application form and to confirm the date and time of the personal interview.

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As per recruitment strategy, face to face interview is the most important tools to assess
candidates. Grading rubric helps assess candidates on problem solving techniques,
multitasking skills and ability to fit for this position
Grading rubric will help grading applicant on their performance and skills
Applicant with highest points will further proceed and be shortlisted as per grading rubric.
Finally, Reference check process will help complete the process and get background
information about the applicant and check information about applicant with previous
employer
After complication and passing all recruitment and selection process successfully applicant
may be hired, if they agree to comply with all the policies and procedures of the hotel.
Compare and Contrast:
Current Recruitment and selection strategy used in Comfort Inn and suites vs
New Strategies
Current: A Job description is posted on Indeed. Ca and applicants are encouraged to drop in
their resume at the work office.
Proposed: Job add is posted on workbc.ca and on indeed.ca along with an electronic
application containing information, availability, employment history, education and general
information. Applicant can even drop resume along with application in workplace.
Current: Applications are screened and called for interview without the use of any grading
rubric/ tool

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Proposed: New screening tool makes it simple by grading applicants as per availability, pay
scale eligible to work in Canada and work experience then applicants are shortlisted and a
phone interview is conducted.
Current: Interview is screened by one person either by general manager or by assistance
manager. The interview includes series of question based on previous experience and other
personal information. Based on the information gathered, the candidate may be offer the job.
Proposed: Interview is screened by general manager along with assistance manager to ensure
that the applications meet the job requirements as this job demands for exceptional customer
service skills which is tested through a phone interview and a personal interview. Phone
interview is used to check communication skills and other requirements whereas the personal
interview tests the candidate on a more skill set based level.
Current: Interview process is brief and lacks proper assessment for candidates based on their
knowledge, skills, abilities and other key attributes. The present process does not take into
consideration: multitasking abilities, cognitive task abilities, and problem solving skills.
Proposed: Face to face interview includes series of situational questions to check the ability
of problem solving, multitasking, and ethics. Based on grading rubric applicant are graded
and shortlisted.
Current: The organization follows Human rights legislations, Health and Safety norms and
other BC laws. It also complies with Employment Equity act and Equal Wages Act.
Proposed: The organization does follows Human rights legislations, Health and Safety norms
and other BC laws. It also complies with Employment Equity act and Equal Wages Act. to
avoid discrimination

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Behavioural and situational questions:
Having a structured interview has a drastic influence on selection of an ideal candidate. In
order to assess candidate in the most reliable manner, interviewer must prepare in advance,
questions that can assess the knowledge, skills, abilities and qualification of candidates.
(Appendix 3. B) Provides a series of questions, comprising of both behavioural and
situational to ask the candidate, in order to assess them on their problem solving,
communication skills, quick thinking and multitasking, and customer service skills.
These skills are very essential for the position of customer service representative and a
grading rubric is presented (Appendix 3. C) That helps in assessing these KSAO’s. This
grading rubric defined under Step 4 of the selection process assesses candidates on a scale of
1 to 4, where 4 is the highest grade. Interviewer is also provided with a second grading rubric
that breaks down essential skills and allots weightage to each attribute. For e.g.,
Communication skills is weighed at 15%. The grading rubric 1 is given a total weightage of
70%, whereas, grading rubric 2 is weighed at 30%. Candidates have the opportunity to score
higher with this process as they are marked on their answer as well as their individual traits.

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Appendix 1. A
Job Analysis Questionnaire
JOB ANALYSIS QUESTIONNAIRE
Job title: Location:
Department: Date:
Prepared by:
1. Purpose of Job
. What is the purpose of the job? Why does the job exist?
2. Major Responsibilities and essential functions
. What are the responsibilities? . Why is the activity performed?
. How are they done? . What is the measure of success?
. Percentage of time?
3. Knowledge
. What technique and/ or practices are necessary? Why?
. List specific education requirement(s)
. List experience requirement (s) and number of years required in each.
. List required licences or certificates.
4. Problem solving and decision making
. List how the job holder solves problems
5. Skills of persuasion
. Describe the communication skills required in this job? Are contacts inside or outside?
. Any other skills required to perform the job? . Who is communicated with?
6. Any Health and safety hazard related to the job?

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Appendix 1. B
Job Description
Comfort Inn and Suites
Position: Customer Service Representative
Location: Kamloops
Department: Front Desk Services
Job Code: CSR 1
Reports to: Kathy Wishnevski (General Manager)
Date: 12th
Nov 2014
Starting date: 2nd
January, 2015
Job Summary:
Under the administration of the General Manager, Kathy Wishnevski the Candidate is
responsible for providing quality guest service as it pertains to checking in/ out of hotel
guests; operating system; taking hotel reservations; and concierge services in a gracious and
professional manner. Provide accuracy with daily accounting procedures.
Duties and Responsibilities, not restricted to:
. Ensure each guest receive exceptional welcome upon arrival and departure at the hotel
. Provide efficient check-in/check-out process.
. Cash and Credit card handling
. Posting of all transactions: ensuring that all bills are kept up to date and accurate
. Assisting guests both in person and on the phone
. Taking advance reservations, booking and special requirements.
. Manage guest messages and enquiries in an efficient manner
. Must comply with all standards operating procedures and policies of Comfort Inn and Suites
. Perform other related duties assigned by the management team.
Relationships:

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Internally, report to Kathy Wishnevski, provide accurate information to housekeepers, and
assist housekeepers with any issue that arises. Externally, relate to internet service provider in
case any technique issue occurs, relate to courier services to collect and send mails, customer
or potential customers.
Educational Requirements/ Work Experience:
. Dogwood Diploma. Post- Baccalaureate Diploma in Hotel Management is an asset
. No prior work experience is required; at least 6 months of experience in similar capacity
(customer service jobs), is considered an asset
. Ability to read, write and speak English fluently
. Proficient in Microsoft office.
Problem Solving:
Diverse cultures and a fast paced working environment creates a unique and tough business
environment. The incumbent will often face customer related problems demanding solutions
that need to be creative and, at the same time, sensitive to customer needs and requirements.
Salient Working Conditions
. Ability to grasp and bend: push or pull heavy loads weighing up to 75lbs
. Lift and/or carry or otherwise move packages, boxes and luggage
. Ability to stand for long period of time (around 5 hours)
Candidates must provide at least 2 references at the time of selection interview
Interested Candidates may send their detailed resumes at indeed.ca or workbc.ca or email
Kathy Wishnevski, general manager at gm@comfortinnkamloops.com. Drop-in resumes are
also welcomed at Comfort Inn & Suites Kamloops, 1810 Rogers Place, Kamloops, BC V1S
1T7. The last date to submit application is 23rd
December 2014. Only selected candidates will
be contacted.
Comfort Inn proudly complies with 41 CFR 60-1.4- According to which, Candidates will not
discriminate against any employee or applicant for employment because of race, colour,
religion, sex, or national origin.

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Appendix 1. C
Job Specification
Comfort Inn and Suites
Job title: Customer Service Representative Location: Kamloops
Job Code: CSR 1 Report to: Kathy Wishnevski
Department: Front desk services
Date: 12th
Nov 2014
Job Summary:
Under the administration of the General Manager, Kathy Wishnevski the Candidate is
responsible for providing quality guest service as it pertains to checking in/ out of hotel
guests; operating system; taking hotel reservations; and concierge services in a gracious and
professional manner. Provide accuracy with daily accounting procedures.
Skills:
Formal Qualifications: Dogwood Diploma. Post- Baccalaureate Diploma in Hotel
Management is an asset
Experience: No prior experience is required; but at least 6 months of experience in similar
capacity (customer service jobs), is considered an asset
Communication Skills: Good oral and written communication skills are required, candidate
must be fluent in English. Proficiency in one or more foreign language is an asset. The
incumbent must be able to communicate courteously and effectively. Strong interpersonal
skills are required. All interactions with customers must be handled with tact and diplomacy.
Effort:
Physical Effort: The incumbent is required to stand during majority of the working hours.
Ability to grasp and bend: push or pull heavy loads weighing up to 75lbs. Lift and/or carry or
otherwise move packages, boxes and luggage
Mental Effort:
Continuous mental attention towards guests needs. Must remain vigilant despite many
simultaneous demands on his or her attention.
Working Conditions:
Job is performed in-doors. Part time or full time work May being at 8 am sharp, five days a
week. Some over time and split shifts may be required. Evening shift begins at 4 pm sharp.

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Appendix 2. A
JOB AD
Comfort Inn and Suites
Head Office: Comfort Inn & Suites Kamloops, 1810 Rogers Place, Kamloops V1s 1T7
Comfortinnkamloops.com email: gm@comfortinnkamloops.com
Ph. no: (+1) 250.372.0987
CUSTOMER SERVICE REPRESENTATIVE
Comfort Inn and Suites is looking to hire customer service representatives for the coming winter
season (2015) in Kamloops area. We require personnel with “can do” attitude that can work
effectively and efficiently in a fast- paced customer friendly environment.
Duties may include, but not limited to:
. Ensure each guest receive exceptional welcome upon arrival and departure at the hotel
. Provide efficient check-in/check-out process.
. Cash and Credit card handling
. Posting of all transactions: ensuring that all bills are kept up to date and accurate
. Assisting guests both in person and on the phone
. Taking advance reservations, booking and special requirements.
. Manage guest messages and enquiries in an efficient manner
. Must comply with all standards operating procedures and policies of Comfort Inn and Suites
. Perform other related duties assigned by the management team.

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Appendix 3. A
Application Form
Personal Information
Name:
City:
Province:
Cell phone: Email Id:
Entitled to work in Canada Y/N
Have you worked before in choice hotels? Y/N
Availability:
Days: Monday Tuesday WednesdayThursday Friday Saturday Sunday
Time:
Total hours available for work:
Minimum hours of work:
Maximum hours of work:
How did you heard about this position:
Do you have you own means of transportation?
Employment history:
Previous work experience
Company: Worked until:
Address: City: Province:
Phone number:
Supervisor name: Managers name:
Pay rate: Reason of leaving:
Employer 2
Company: Worked until:
Address City. Province:

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Phone number:
Supervisor name: Managers name:
Pay rate: Reason of leaving:
Education (most recent attended):
Name of Institution
Year of Passing
Grade
General summary
About you’re self:
Why you want this job:
Expectations from us:
I hereby state that all information provided above is true and accurate
Applicants Signature:
Date:

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Appendix 3. B
Structured Interview Questions
Introductory questions:
. What are your strengths and weaknesses?
. Why are you applying for this position?
. Where do you see yourself in the next 5 years?
Behavioural and Situational Interview questions:
B. Give us an example of a time you resolved a conflict between other people?
S. Now here’s a situation related to conflict. A conflict between a housekeeper and a
customer, relating to a missing good’s is bought to your notice. How will you deal with this
situation?
B. Time management is a key to being successful. What strategies do you use to ensure your
time is well managed?
S. During peak hours, around 5 guests come at the same time. How will you deal with this
situation, ensuring that all guests’ needs are satisfied?
B. Have you had any experience in a similar capacity, like any customer service job?
S. During your shift, you get a call from a customer, but at the same time another customer
walking in, in addition, your supervisor is asking to see you? Whom will you deal with first
and why?

30. 29
Appendix 3. C
Grading Rubric
Weightage – 70%
Skills/rank 1 2 3 4
Education/
knowledge
The candidate
displayed poor
knowledge
regarding
customer service
The candidate
displayed fair
knowledge
regarding
customer service
The candidate
displayed good
knowledge
regarding customer
service
The candidate
displayed excellent
knowledge
regarding customer
service
Problem Solving
skills
Candidate
demonstrated poor
problem solving
ability
Candidate
successfully
demonstrated
fair problem
solving ability
Candidate
successfully
demonstrated good
problem solving
ability
Candidate
successfully
demonstrated
outstanding
problem solving
ability
Team work/
Group setting
Candidate
displayed poor
flexibility and was
uncomfortable in
a group
environment
Candidate
displayed
average
flexibility and
was hesitant in a
group
environment
Candidate
displayed good
flexibility and was
comfortable in a
group environment
Candidate displayed
excellent flexibility
and was
comfortable in a
group environment
Quick Thinking,
multitasking and
analytical skills
Candidate
demonstrated poor
multitasking,
quick thinking and
analytical skills
Candidate
demonstrated
fair multitasking,
quick thinking
and analytical
skills
Candidate
demonstrated good
multitasking, quick
thinking and
analytical skills by
providing real life
instances
Candidate
demonstrated
excellent
multitasking, quick
thinking and
analytical skills by
providing real life
instances and
examples
Communication
skills
Candidate
demonstrated poor
English skills
Candidate
demonstrated
average English
skills
Candidate was
good in English,
Both speaking and
writing
Candidate was
fluent in English,
both speaking and
writing
The Grading rubric is divided into 2 parts: the first one lays a detailed structure, from point 4
to 1. Four being the best. This rubric segregates candidates based on their knowledge and
skills required to perform the task. Weightage 70%

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The second table grades candidate based on their performance at the interview. This table is
divided into several small segments each holding a certain percentage. For instance, the
accuracy of the information provided will be graded out of 10, whereas their problem solving
skills will be graded out of 3 and so on. Higher weightage is given to communication skills as
it is one of the major skills needed to perform the task of a customer service representative.
Rubric 2
Interview Grade/Percentage (30%) Grade Obtained
Interview 10% (includes accuracy of information (5%), problem
solving skill (3%), critical thinking skills, multitasking
(2%)
Individual
Grading
20% (15% for communication skills, 5% for
confidence)
Final Grade: Rubric 1 : /70 + Rubric 2: /30 Total: /100

32. 31
APPENDIX 4

33. 32

34. 33

35. 34

36. 35
References
Job Descriptions. (n.d.). Retrieved November 10, 2014, from
http://www.silvercloud.com/jobdescriptions.htm
Dessler, G., D. Cole, N., & L. Sutherland, V. (2000). Designing and Analyzing Jobs.
In Human resource management in canada (9th ed., pp. 88- 100). Toronto, ON: Prentice
Hall.
Kathy Wishnevski, General Manager, Comfort Inn and Suites. Job Analysis
conducted on September 22, 2014
http://www.comfortinnkamloops.com/locations.aspx (Picture in the Job Ad)