CPCD Project December 2015

Binu Prasad Certified Performance & Competency Developer – Assignment , December 2015 1
PROJECT SUBMISSION FORM
Your Exact Name (This will be printed on your certificate): Binu Prasad P
Name of the program: Certified Performance and Competency Developer
Date of attendance (will be printed on your certificate): 30th
and 31st
October 2015
Date of Submission: 25 December 2015
IF you a participant from CAMI/WHRB - Your Batch location and year:
Valid Email ID: binuwick@gmail.com
POSTAL ADDRESS THAT YOU WANT THE CERTIFICATE TO BE DISPATCHED
AT:
NOTE:
1. Please note that the above-given name will be printed on the certificate. Participants need to
take utmost care in giving correct name.
2. In the absence of the above details, the project won’t be evaluated.
3. Participants need to provide a complete and correct address for the dispatch of the certificates.
In case the address is incorrect – reprinting and courier charges will need to be paid
4. The project must in be in single MS word document not exceeding 5MB
5. By this submission, you accept that the project can be used freely as part of the CAMI and MEC
knowledge center / digital library and can be used by them for research and learning.
Name: Binu Prasad P; Head – Human Resources; Southern Franchise Co LLC
Street Address 1: Office no: 803, 8th
Floor; Lulu Centre Building, PO Box 44145, Salam Street
Street Address 2:
City: Abu Dhabi State/Province: Abu Dhabi
Post/Zip Code: 44145 Country: UAE
Working Mobile No: +971508114388
Working land phone No: +971 2 677 6999 – Extn 262

Certified Performance
And
Competency Developer
Assignment
Author: Binu Prasad
December 2015
United Arab Emirates

ABSTRACT OF THE PROJECT
Objective:
To design a Competency Map for the following positions:
1. Training Manager – Hotel Industry
2. Crew Member – Fast Food Industry
3. Recruitment Executive – Hospitality industry
Industry:
An industry that is considered for this project is broadly Hospitality. The roles that are
considered here are from Hotel, Quick Service Restaurant & Corporate HR of a Hospitality
Company
Methodology:
1. Identification of roles, that exists in Hospitality Industry. For the purpose of this project,
three roles are taken into consideration.
2. Write down the job description of each of the identified role/s
3. Write down the job elements of each of the identified job role/s.
4. Work out a complete job element analysis and put the same on a table elaborating the
skills, knowledge and traits required for the role/s.
5. List down the competencies for each role/s using Quan Com model. Or based on the
understanding of certain specific competency required
6. Write down the BARS table for each Competency
Behaviorally anchored rating scales (BARS): These are a combination of the critical incident
and rating scale methods. Employee performance is rated on a scale, but the scale points are
anchored with critical incidents. For each behavioral area to assess it in a structured way we add
BARS.
Competency Mapping: It is about identifying preferred behaviors and personal skills which
distinguish excellent and outstanding performance from the average. A Competency is the
ingredients (skills, knowledge, attributes and behaviors) that contribute to excellence. Hence,
Competency Mapping is a process with the help of which the employer or the human resource
team decides as to where would a particular person works best as per his aptitude & temperament.

Competency Framework
For
Training Manager
Hotel Industry

Position Description:
Training Manager of a five-star hotel is taken into perspective here in this project.
Training Manager in a hotel is expected to ensure that all the employees are consistently trained
in all aspects of service, hotel products, personal development and role enhancement areas.
Job Description:
Job Description
Job Title Learning & Development Specialist
Division Hospitality
Department Learning & Development
Location of work New Delhi
Grade E5
Job Purpose
The role of Training Manager is to facilitate learning and development initiatives in the Hotel in
line with the Vision, Mission and Values of the organization. The job involves identifying and
analyzing training needs, Design and Conduct training programs to improve individual and
organizational performance.
Reports To Direct General Manager – Hotels
Indirect HR Director
Work relations / Coordination:
1. Fellow Functional heads
2. Hotel team, Corporate team
3. Institutes, External trainers, Software vendors

Critical Accountabilities
 Assess training needs through surveys, interviews with employees, focus groups, Guest
comment cards, performance appraisal forms or consultation with managers or guest
representatives.
 Design, plan, organize, or direct orientation and training programs for new as well as
existing employees.
 Offer specific training programs to help employees maintain or improve job skills
 Deliver soft skill as well as behavioral training sessions periodically
 Deliver, evaluate and certify employees on mandatory training programs
 Train potential trainers within the organization for specific technical training conduct.
 Present information using a variety of instructional techniques or formats, such as role
playing, simulations, team exercises, group discussions, videos or lectures.
 Obtain, organize or develop training procedure manuals, guides or course materials such
as handouts or visual materials
 Monitor, evaluate or record training activities or program effectiveness.
 Develop alternative training methods if expected improvements are not seen
 Evaluate training materials prepared by trainers, such as outlines, texts or handouts
 Evaluate modes of training delivery, such as in-person or virtual to optimize training
effectiveness, training costs, or environmental impacts
 Keep up with developments in the area of expertise by reading current journals, books or
magazine articles.
 Negotiate contracts with external training firms including desired training outcomes, fees
or expenses
 Attend meetings or seminars to obtain information for use in training programs or to
inform management of training program status
 Monitor training costs and prepare budget reports to justify expenditures
 Select and Assign instructors to conduct training
 Schedule classes based on availability of classrooms, equipment or instructors
 Supervise, evaluate or refer instructors to skill development classes
 Devise programs to develop executive potential among employees in lower level positions
 Build on training library and bring more information flow in the system through mailers,
fliers and other internal communication channels.
 Build multiple teams within the hotel for creating a communication forum for different
initiatives
 Design and develop management trainee programs for fresh graduates
 Prepare training budget covering the need analysis of the Organization.

Job Elements:
The above job can be categorized under the following elements:
S No Job elements % of time invested
1 Identify, Analyse Training needs for designing new
programs as well as for revising the existing modules
10%
2 Designing Training Plan, Calendar and preparing
Training budget
10%
3 Designing Training Modules 20%
4 Facilitating Training 20%
5 Delivering Training 30%
6 Analysing Feedback and Evaluation 10%
Job Elements Analysis:
Elements Time
Spent
Threshold Competencies Differentiator
Identifying &
Analysing
Training
Need for
designing new
programs as
well as for
revising the
existing
modules
10% K  Knowledge of Business needs,
trends, types of certification
available.
 Knowledge of understanding
concept of training.
 Knowledge of various
behavioural training programs
 Knowledge of MS Office
 Knowledge of reading an
appraisal form
 Knowledge of collating training
needs across various
departments and grouping the
needs
 Knowledge of email
correspondence for
coordinating the training needs
from various department heads
K  Knowledge of methods of
identifying training needs
 Knowledge of conducting
survey to identify training
need
 Knowledge of Extracting
training needs from
Customer feedback form
 Knowledge to make a good
mix of technical as well as
soft skill training for each role
in the business.
 Knowledge of plotting the
different needs into a
calendar
 Knowledge of deciphering
the needs expressed in
various ways, words,
sentences into a specific
program that covers the need
S  Analytical Skills
 Writing skills
 MS Office skills – excel and
word
 Linguistic skills in English.
 Organizing skills
S  Designing Training Need
Identification methodology
 Charting out the need based
on % of importance
 Narrowing down the core
training needs
 Conducting physical surveys
for need identification

 Ability to decide on type of
program required to meet the
needs, whether it is Internal
or external training
 Ability to decide what is
critical, essential and desirable
programs
 Ability to communicate the
methodology of training need
identification to all user
departments
Designing
Training Plan,
Calendar and
preparing
Training
budget
10% K  Knowledge of structuring
training plan for one year, one
month and one week
 Knowledge of business
scenario, high season of
businesses to low season of
businesses so that training plans
are made considering the same
 Knowledge of estimating the
costs of training, measuring the
expenses of training.
 Knowledge of zero-based
budgeting.
K  Knowledge of designing
training plan based on
organizational vision and
need
 Knowledge of balancing both
external and internal training
in the calendar
 Knowledge of costing the
training programs with
detailed costs
 Knowledge of putting a
budget of training under
distinct headings like External
training, Outbound training,
Industrial trainees,
Management training
programs, the cost of training
resources etc.
S  Ability to work on MS Excel
and MS Word
calendar
 Ability to handle calculations of
numbers, conversion of
currencies, estimation of actual
costs / expenses as per market.
S  Ability to draw a logical
training calendar.
 Ability to negotiate with
training vendors
 Ability to present training
budget to the board
 Ability to schedule training
programs in the calendar with
reference to resource
availability and time.
Designing
Training
Modules
20% K  Knowledge of course design
 Knowledge of incorporating
business needs in course design
 Knowledge of making the
course module in a clear
thought process
 Knowledge of creating
objectives
 MS Powerpoint knowledge
 Knowledge of training games
 Knowledge of software’s related
to formatting
K  Knowledge of effective ways
of presenting a course design
 Knowledge of training tools
for designing a course
 Knowledge of making a
module with a focus towards
attaining objectives
 Knowledge of subject matter
of the training need.
 Knowledge of incorporating
live examples in the training
modules

 Knowledge of making
modules that make business
sense
 Knowledge to develop
objectives and learning
outcomes
 Knowledge of instructional
design.
S  Powerpoint skills
 Designing skills
 Authoring skills
 Process thinking skills
 Formatting Skills
 Ability to collect and collate
meaningful information
 Ability to organize content of
course
 Skill in identifying right visuals
for the course content
 Skill in executing a game
S  Expertise in flow of thoughts
in arranging the course
module contents
 Skill in giving live examples
 Skill to capture relevant
videos and photos
 Expert in graphic design as
well as visual design
 Expert in writing texts in
simple and comprehensible
language
 Skill in following ADDIE (
Assessment, Design,
Development,
Implementation and
Evaluation) model for course
content design
 Ability to brainstorm for
module content and its
method of delivering
Facilitating
Training
20% K  Knowledge of teaching
 Knowledge of writing emails
 Knowledge of organizing
training
 Knowledge of coordinating
resources
 Knowledge of different types
of learning
 Knowledge of preparing
training schedules
 Knowledge of different
methods of training
 Knowledge of collating
exercises for training
 Knowledge of training tools and
its functions
K  Knowledge of coordinating
with all on training
 Knowledge of learning
objectives
 Knowledge of identifying
right trainer
 Knowledge of choosing
participants
 Knowledge of choosing the
right venue, time etc for
training
training materials and
participant handbooks
invitation letters to
participants
 Knowledge of presenting the
trainer to participants
 Knowledge of monitoring
training conduct, assessment
of learning, preparing training
report
S  Verbal communication skills in
English and native language
 Ability to coordinate the
arrangements of training
S  Expertise in identifying
excellent trainers
 Ability to evaluate trainers for
the course

 Ability to arrange trainers and
monitor trainer’s performance
 Ability to write emails and
correspondences
 Ability to organize games for
training
 Ability to negotiate training
venue, refreshments for
participants, logistics for the
conduct of training etc.
 Ability to collate feedback,
analyse results and learning
effectiveness
 Ability to guide junior trainers
and training assistants to
arrange training facilities
 Ability to guide training
assistants to arrange training
materials, training forms in
place
 Ability to design training
evaluation forms
 Ability to conduct training
session when needed.
 Ability to facilitate training
games
Delivering
Training
30% K  Knowledge of presentation
 Knowledge of ice breakers
 Knowledge of using training
tools
 Knowledge of subject
 Knowledge of soft skills
training
 Knowledge of best practices in
hotels
 Knowledge of using training
tools
 Knowledge of public speaking
 Knowledge of simple language
 Knowledge of using examples
and live situations
 Knowledge of story telling
training games suitable to the
program objective.
interest in trainees
 Knowledge of developing
various training methods
 Knowledge of using
technology in imparting
training.
 Knowledge of using various
innovative methods of
training
 Knowledge of different types
of learners
interactive sessions.
S  Presentation skills
 Communication skills
 Skills in using the equipment
 Question answer skills
 Skill in maintaining eye contacts
 Skill in maintaining the pitches
of voice while delivering
sessions
S  Skills in directing games and
training trainers in delivering
a lesson
 Skills in using various
presentation tools and also in
guiding trainers to adopt
training tools suitable to
certain training sessions
 Skills in engaging trainees
using interactive, participative
techniques.
 Skill in handling difficult
participants
 Skill in assessing training
deliveries of trainers
Analysing
Feedback and
Evaluation
10% K  Knowledge of feedback design
 Knowledge of putting rating
scale for feedback
 Knowledge of collecting
feedback
 Knowledge of assessment
method
 Knowledge of analysing
feedback
feedback specific to training
 Knowledge of analysing
feedback and plotting it to an
action plan
methods of training
evaluation

 Knowledge of assessing trainers
and training effectiveness
 Knowledge of planning follow
up sessions
 Knowledge of building a system
for getting regular feedback on
training effectiveness on people.
 Knowledge of kir Patrick
model of training evaluation
and executing the same.
 Knowledge of guiding
trainers to create assessment
methods.
 Knowledge of statistics in
presenting the feedback and
training effectiveness on
employees
S  MS Excel
 Skill in analysing statistical
information
 Skill in following up
 Skill in executing Kirkpatrick
Method
 Ability to understand the
learning effectiveness through
question answers
 Skill in executing feedback
invitation mechanisms
S  Skill in analysing and
delivering the report of
training
 Skill in comparing the
feedback with the past history
 Ability to plot the changes in
learning in graphical manner
 Ability to score training
sessions and benchmark them
based on feedback
List of Competencies
Functional Competencies
 Industry Knowledge & Business Acumen
 Technical knowledge of hotel operations
 Language and comprehension
 Training Design skills
 Training delivery skills
 Transfer of learning
Behavioral Competencies
 Communication
 Planning and Organizing
 Passion for learning and development
 Teamwork

 Interpersonal skills
 Creativity and Innovation
 Customer Focus
 Influencing skills
 Analytical thinking
BARS for Functional Competencies
Functional
Competency
Needs
Improvement
Moderate Adequate Superior
Industry
Knowledge &
Business Acumen
 Expresses
average
knowledge
about hotel
industry
 Is aware of
business
performance
and purpose of
the hotel
operational
departments at
ground level
 Understands
the basic
performance
indicators of
business like
average room
rate, Revenue
per room,
Occupancy %,
Room status,
Average F&B
Check, Food
cost etc.
 Knows about
various
departments of
hotel and the
 Has a reasonably
good idea of
Industry as a
whole, be it
hotels, resorts,
F&B industry
etc.
 Has a good
understanding
about all
functions of
hotel,
understands
operational
standards and
processes well
 Demonstrates
financial acumen
while conversing
on industry
performance as a
whole.
 Expresses the
functional
department’s
existence with its
importance in
the business and
also the details of
training need of
 Well-spoken
about the
industry present
world over, has a
good knowledge
about
international
brands, types of
hotels and its
standards
 Has an in-depth
knowledge of
the various
departments in
Hotels and
demonstrates
the correlations,
organization
structure of each
of the
department well.
 Expresses
intense
knowledge of
financial figures,
business results
of various hotel
brands including
the hotel that he
works in
 Thorough in the
understanding of
hotels and
hospitality
industry as a
whole.
 Has excellent
knowledge of
purposes of each
and every
department in
hotel and
expresses its
values in
providing
service to guests
clearly and
explicitly
 Excellent
business
acumen,
demonstrates
figures about
hotel business
performance
easily
 Demonstrates
the training need
for the business
from service

need of training
in each of the
function
each function in
the hotel
 Talks of various
training need
both technical as
well as
behavioural at all
levels in the
organization
department/fun
ction wise.
aspect,
management
aspect as well as
technical aspect
required for each
role in every
department
Technical
Knowledge of
Hotel Operations
 Knowledge of
some
operations well
and some
vague
understanding
of some of the
other
operations in a
hotel
 Has
specialization
on one
particular
department and
has good
knowledge of
that specific
area, however
lacks
connecting the
different
functions and
the technical
aspects of each
function
 Aware of hotel
operations of
smaller hotels
and lacks the
concept in
larger brands
 Has a good
technical know-
how of hotel
operations of all
departments and
expresses the
workflow in
each reasonably
well.
 Has
specialization in
one function but
has good
understanding of
the technical
aspects of other
departments,
purely because
of exposure to
them
 Has a good
understanding of
technical
processes of
larger hotel
brands and has a
good
understanding of
service standards
as well.
 Has adequate
understanding of
all the
department’s
functions and
expresses fairly
good technical
know-how
 Has
specialization in
more than one
function and
very good hands
on experience in
all the core
functions of the
hotel
 Demonstrates
technical skills of
more than one
department of
the hotel. Able
to express
technical aspects
of each function
clearly and
explicitly
 Has excellent
knowledge of all
the operations of
the hotel and
demonstrates
the knowledge
with depth.
 Has
specialization in
more than two
departments and
has the ability to
connect the
technical aspects
of all
departments and
functions
 Excellent
knowledge of
food, beverage,
rooms, minor
operating
departments and
its functions that
are applicable in
all types of
hotels and those
that are more
pertinent in
larger brands
that are globally
present.
Language and
Comprehension
 Expresses
English and
native language
in a simple
manner.
 Demonstrates
moderate
understanding
of the language
 Expresses
comprehension
 Thorough
understanding
of the language
both spoken and
written.
 Excellent
written and
spoken skills
with fluency
 Demonstrates
excellent

 Demonstrates
average
comprehension
of language
 Commits
grammatical
errors while
framing
sentences and
has errors in
spelling as well
as in
punctuation
while writing.
 Sentences are
framed in a
broken manner
 Demonstrates
understanding
with less
complex
sentences
of language
reasonably good.
 Commits
grammatical
errors in some
sentences and
has influence of
native language
while
communicating.
 Makes sentences
reasonably good
manner,
however, has
difficulty at
times in framing
it correctly.
 Demonstrates
understanding of
complex
sentences to
some extent.
 Very good
comprehension
and has no
difficulty in
picking up the
content of
spoken
language.
 Thorough
understanding
of grammar,
sentence
structure and
has good ability
to express
contents for
training
 Fluent in
expressing
content and
ideas in complex
sentences.
Occasional
errors but ideas
and contents do
not deviate.
comprehension
and easy to pick
up ideas and
contents.
 Is at ease in
picking up the
accents and
demonstrates
language with
correct
grammar,
diction and
fluency.
 Articulate in
expressing ideas
in simple as well
as complex
sentences
 Demonstrates
excellent
organizational
abilities and
original insights
Training Design
Skills
 Has the ability
to design
course
objectives
under guidance
 Can design
content flow of
a training
program if
guided
 Able to
develop simple
training
modules
 Has the
inclination and
ideas to make a
training
content, but
require
checking and
auditing by a
superior.
 Has the ability
to design course
objectives
independently
and needs less
supervision.
 Able to discuss
the technical
aspects of
training
requirement
with functional
experts and
develops
training
objectives,
design of
content
accordingly.
 Good skill in
designing idea
flow, thought
process flow in
training design
 Makes sure that
training manuals
and modules are
designed as per
the organization
standard and
follows the style
and finesse of
the modules
design well.
 Able to gather
information,
data and
demonstrates
skill in collating
the same in an
orderly manner
and able to put
the same in right
perspective in
line with the
 Demonstrates
the training
design
development
techniques
keeping the
competencies
that need to be
developed in
trainees.
 Has an excellent
understanding
of the
advantages of
certain training
design methods
that are key for
achieving the
training
objectives

 Has the ability
to design the
training slides if
guided on the
requirement.
and need less
supervision
 Demonstrates
knowledge of
learning
theories,
Training module
creation
methods,
learning styles of
employees.
training
objectives.
 Uses training
design
methodologies,
arrives at
training
objectives by
conversing with
functional
heads.
 Design training
programs with
games,
interactive
methods,
activities
 Able to use
many training
elements in the
design format-
like audio ,
video, flash ,
graphics etc to
demonstrate
ideas
 Designs training
evaluation
methods based
on learning
objectives
 Demonstrates
activities well
and engages
participants
through thought
provoking
contents, stories
and videos in
the training
design
 Uses situational
simulation in the
design and
demonstrates
the same at right
time for a better
learning.
 Is practical while
designing
training for ease
of execution of
ideas and
contents
Training Delivery
skills
 Able to arrange
training
environment
for comfort,
interaction,
learning with
guidance
 Can
demonstrate
training games
with guidance
 Able to speak
clearly some
time if not
 Arranges the
training
environment for
comfort,
interaction,
learning etc.
with less
guidance
 Can
demonstrate
some simple
games
independently
but require help
and guidance
 Very good in
arranging
training venue,
training
environment
independently
 Quite eloquent
in
demonstrating
training games
and activities
 Very fluent in
expressing
training content
 Expert in
training
environment
facilitation for
training delivery
effectiveness
 Excellent in
expressing ideas
and contents
with ease of
languages.

always during
the training.
 Does not
encourage
feedback and
questions
during delivery
of training
 Employs less
effort to
engage
participants
who are not
involved or
resistant to
learning.
 Has less ability
to assess the
skill levels of
trainees and
finds it difficult
to
accommodate
different levels
of expertise in
learners.
 Can present the
training
content with
some guidance
 Able to
communicate
and create
interest in
learners with
some assistance
from senior
trainers
when it comes
to complex
games
 Can speak
clearly almost all
times, though
sometimes the
flow is lost
 Understands
and is mindful
how personal
appearances,
dress, use of
body language,
and the tone of
voice impact the
presentation, the
environment,
and how
participants
engage.
 Tries to employ
strategies, such
as ice-breakers
activities and
introductions, to
build trust
among
participants and
a positive
learning
environment
with very less
supervision.
 Has reasonably
good ability to
assess skill levels
of learners
 Can present the
training content
with ease of
flow, interesting
anecdotes and
stories
and objectives
to learners
 Adjusts
presentation
style and
language for the
specific group.
Speaks clearly,
varies volume,
pace, tone, and
inflection
appropriately
and avoids
distractions in
speech, such as
“you know” and
“umm.”
 Has a good
understanding
of body
language,
movements,
expressions that
would influence
the training.
 Has a good skill
in employing
stories, ice
breakers,
activities and
interactions in
building trust
and confidence
of learners.
 Understands
learner’s styles,
capacities and
expertise and
delivers training
accordingly.
 Uses strategies
to keep the
group on task,
focused, on
schedule, and is
responsive to
 Excellent skill in
administering
games.
 Assesses the
skill level of
learners and
accommodates
for a variety of
levels and
expertise across
a continuum,
seeks their
feedback
throughout the
session and
adjusts
accordingly to
meet their
needs.
 Uses body
language,
actions, pitch of
voice with
adroitness to
keep the
learner’s interest
high.
 Independently
demonstrates
learning content
with simple and
complex
activities
 Ensures all
participants are
encouraged
through
interactions and
invitation to
share feedback
 Pays attention to
everyone, makes
learners practice
the learning and
shares feedback
for development

breaks and
questions.
to all
particpants.
Ability to transfer
learning
 Is able to
follow up on
training after
the learning
exercise with
some guidance
 Able to collate
learner’s data
for better
preparation of
learning
content and
learning
methodology
 Can
communicate
both in written
and verbal
form with
some amount
of guidance
prior to
training
exercise to
motivate
learners for
attending the
training
sessions
 Can somewhat
identify
activities that
can promote
learning on the
job after the
classroom
learning.
 Can write
down training
logs and keep
observations
and assessment
data for
analysis of
learning and
 Has reasonably
good ability to
create follow up
schedules on
training
 Has an ability to
assess learner’s
style, learner’s
background
from the
collated data for
ensuring the
best method for
learning transfer
 Can
communicate
with less
guidance and
supervision for
pre training
exercises to
create an interest
in participants.
 Has the ability
to identify
activities and
execute the
same for
promoting
learning on the
job
 Can record
training logs
systematically
and has the
ability to assess
learning
requirement of
learners after the
training session
 Can
independently
communicate
instructions,
 Very good in
creating a
structured
follow up plans
for learning
transfer to
learners.
 Quick in
demonstrating
the training
activities based
on the learner’s
style, learner’s
capabilities that
are gathered and
analysed
through data
gathering
exercise.
 Very good in
communicating
the training
exercises and
also to pay
personal
attention to
learners for
assisting them
with learning.
 Very good in
deploying
training games
and activities
and exercises to
ensure right
learning is
transferred to
learners
 Very good in
recording
training
observations
and design a
methodology
that is suitable
 Excellent in
building a robust
follow up plans
for training
objectives
 Has excellent
understanding
of steering the
learning session
to suit the
learner’s style
and type for
better learning
transfer.
 Excellent in
Communicating
training
objectives,
training activities
and games to
learners and also
modulating the
session to suit
the learners
 Excellent in
forming and
demonstrating
training activities
to ensure high
level of transfer
of learning.
 Excellent in
noting down the
pulse of
learning, learner
wise
observations
and areas of
improvement
requirement for
each learners so
that transfer of
learning is more
specific

for follow up
training
sessions with
some amount
of guidance
 Can make
circulars, email
fliers and also
one on one
counselling for
ensuring
learning
transfer.
messages, and
plans for
ensuring that the
learning transfer
occurs.
for transfer of
learning at work.
 Very good in
inspiring
learners through
good level of
articulation in
writing and
speaking about
the training, this
ensuring
retention of
learning
 Excellent in
articulating ideas
and concepts
with live
examples and
situations to
ensure
relatedness for
better transfer
of learning
BARS for Behavioral Competencies
Behavioural
Competency
Needs
Improvement
Communication  Uses positive
communication
skills to engage in
a respectful
dialogue most
often and
sometimes
require guidance
 Able to use the
language both
English and
Native language
with somewhat
less errors
whether it is
grammatical,
spelling,
punctuation,
formation of
sentences etc.
 Has an ability to
use appropriate
language and
mode of
communication
 Has a good skill
in starting a
conversation
and discuss
topics that of any
interest and field
with a
reasonably good
ease and
confidence
 Has a good
ability to use the
language English
and Native
language with
good flow of
words, rightly
pronounced and
framed correctly
with no
grammatical
errors
 Able to use the
right language
with
 Excellent in
striking a
conversation
with positive
vibes and high
energy levels.
Has the ability to
attract listeners
using great tone
of voice
 Excellent usage
of spoken and
written language
with no errors in
grammar, frame
of sentence or
punctuation.
Has the ability to
write well which
creates an
interest in
learners
 Excellent usage
of words,
phrases,
 Inspires listeners
with quickness in
conversation
using language
which brings the
vision and
strategy of the
organization in
to light
 Demonstrates
the language
immaculately
and has a skill
like gift of the
gab type.
 Does not require
any preparation
when it comes to
engaging in a
communication
that is situation
based and has
the ability to
connect

depending on
situations and
listeners with
some amount of
guidance
 Has ability to
answer questions
after listening the
same objectively
with some
guidance and
direction.
 Can write emails
and notes with
some guidance
 Has the ability to
use simple
sentences in
training content
and can
comprehend
complex
sentences with
some assistance
considerably
good words and
tone of voice
that suits the
learners the best.
 Confident in
answering any
queries and
expresses the
answers with
confidence and
ease of language.
 Reasonably good
in expressing
content in
emails, hand
outs and
presentations
 Is good in
expressing the
conversation /
content of
discussion with
ample subject
matter be it
simple or
complex in
nature
anecdotes at the
right situation
and has a good
ability to add
content to the
case in point.
 Excellent in
addressing
queries, listens
carefully,
composes
answers to the
point with clarity
of expression.
 Excellent in
emails, notes,
telephone
conversations
and
presentations or
in meetings
where points
have to be put
across with
precision and
meaning
 Handles
complex
conversations or
written material
with ease of
comprehension
or
understanding.
thoughts well to
suit the situation.
handle sensitive
and political
questions
skilfully
 Delivers
complex
information in
an effective way
using a range of
methods
 Able to guide
people on how
to tackle
complex
communications
with simple
responses and
ease of language.
Planning and
Organizing
 Able to estimate
time and effort
for a training
session and
require some
amount of
guidance in doing
the same
 Most often
delivers results
behind schedule
and needs
 Able to estimate
time, efforts that
would be taken
and the
resources
required for
completing a
task in advance
with less
guidance.
 Can prepare
simple plans and
undertakes basic
day to day
planning such as
 Very good in
advising time
schedule to team
down the line
and also in
designing plan
of action for
various tasks in
hand
 Prioritizes and
allocates tasks
appropriately
and plans
realistic time
 Excellent in
time planning
and knows to
avoid
interruptions
and able to
refocus
whenever
distractions are
faced
 Thinks in
strategic terms
and builds plans,
which takes a
long term

constant follow
ups.
 Able to identify
resources and
required systems
for arranging a
training activity if
directed towards
the same.
 Manages works
assigned to him in
an organized
manner and
require guidance
at times to
prioritising his
tasks
 Keeps adequate
preparation time
for scheduled
training or
meeting and
collates
information for
such situation in
advance with
some guidance
and direction
 Able to identify
critical jobs /
tasks and can
logically organise
the tasks with
guidance
 Uses a To do list,
task plan and
sticky notes in
computer for
keeping track of
tasks and
priorities
 Has a clarity of
what need to be
achieved and
hence able to
organise the ways
scheduling and
resource
allocation
 Good in
identifying the
right resources
and systems for
arranging any
task
performance
including
training activities
with less
guidance and
direction.
 Demonstrates
ability to
prioritize tasks
and uses various
methods to
organize his
tasks and
activities in a
systematic
manner with
adequate
estimation of
time scale for
each tasks and
able to
understand
which tasks to
attend to and
when.
 Shows ability to
estimate realistic
time required
for preparation
of meeting,
training or for
any events
considering all
facts and
possible
consequences.
 Good in noting
down critical
tasks or jobs
that are required
to be done in a
given
assignment and
identifies who
can do the same
and how it shall
be done in an
organized
scales for
activities,
Anticipates
problems and
prepares counter
measures
 Very good in
identifying
possible
obstacles and
can chose the
right resource
and system for
tackling the
same.
 Always analyses
situation in hand
and comes up
with priority of
tasks list with
clear thoughts
on ways to do
and ways to
handle
bottlenecks as
well as ready
with alternate
plan of action in
case any
contingencies.
 Excellent in
preparing the
time effectively
for any action
and tries to
collate more
tasks that are
possible to
achieve in that
specified time.
Able to note
down the work
flow of any
action with time
lines and
 Detail oriented
and brings down
all points in a
sequential
manner and with
the work flow.
Has the ability
to break down
the tasks into
minor activities
perspective on
current
activities.
Creates dynamic
plans taking into
account various
situations
 Demonstrates
the forecasting
of issues and
expresses
thoughts which
are future
oriented and
exhibits
confidence in
tackling
uncertainties.
Creates review
mechanisms in
the plan through
check points,
milestones and
controls
 Has an excellent
ability to identify
opportunities of
tasks and advises
team on how to
go about doing
the same and
also provides
insight into what
could be the
possible issues.
 Shows the ability
to do more in
less time. Enjoys
the busy life and
shows happiness
in doing more in
less time and the
overall
presentation of
self
demonstrates
that the person
is organised.
 Overall
personality, self-
discipline and
mannerisms are
all immaculate
and exhibits well
planned life and
orderliness in
own self

to achieve them
with some
guidance
 Tries to make
action plan and
thinks through
the process of
achieving the task
objectives and
seeks guidance for
the same
 Able to draw
work schedule,
plan of action
with timeline and
tasks break down
in a sequence with
less ambiguity
 Can handle only
one task at one
time and could get
confused if there
are multiple tasks
to be attended to
at one time
manner with
clear deadlines
 Maintains a
checklist for
every tasks and
able to develop
own checklist
for any
assignment and
uses various
methods like
forms and
formats, planner
etc for attending
to tasks.
 Good thinking
process and
mind set in
clarity of
thoughts on
what is required
to be done and
how to achieve
them.
 Demonstrates
ability to create
action plan as
well as
communicate
the same to an
audience with
confidence and
firmness. Able
to express the
thought process
and action plan
clearly
 Good ability to
work on
computers, MS
office programs
in designing
action plans,
schedule and
table of contents
with time line,
clarity of
responsibility of
tasks etc with
ease.
 Able to
concentrate on
more than one
task at one time
and has the
ability to pay
attention to
and expresses
the same in a
tabular form
with explanation
of each task.
 Uses various
modes and
methods like
calendar at MS
Office, task
planner in MS
Office and
related programs
for attending to
tasks. Has the
ability to guide
team members
in using these
tools and how to
use them.
 Demonstrates
the ability to
convey how
works need to
be organised and
planned. Shows
to people
around the
tactics of
planning and
organizing the
tasks in hand.
 Confident in
guiding people
to required tasks
achievement.
Gives people
plans and action
points designed
in an easy to
understand
formats so that
the works are
performed in a
sequential
manner to
achieve desired
results.
 Very good in
designing action
plans in a
pictorial manner
as well as on a
flow chart when
it comes to
explaining
concepts.
indicating the
skill of being
organised and
well planned.
 Excellent in
noting down
tasks to do in
planner clearly
and scheduling
the same in
calendars. Uses
reminders
planners in
advance to the
tasks thus able
to be on time in
completing
tasks.
 Excellent
communicator
of planned
actions and the
objectives of the
project or
learning is
clearly
communicated
with an
organised
thought process.
 Teaches people
on the ways of
organizing work,
creating
checklist and
preparing action
points for an
assignment in
hand.
 Has the ability
to design action
plans of work in
visual manner as
well as in simple
language
showing the
plan clearly.
 Excellent in
keeping all tasks
in hand up to
date and
demonstrates
adroitness in
organizing self
to handle all
tasks at one time
with a clearly

them equally
and organizes
the work leaving
no tasks
unattended
 Good in
handling
multiple tasks.
Manages the
tasks in hand
with grouping of
tasks and
attending to
tasks which are
common with all
assignments so
that the
deadlines are
achieved. Has a
knack of putting
mind to many
thinks at one
time and able to
switch thoughts
quickly from
one situation to
an entirely
different one
with ease.
thought through
plan and
process.
Passion for
learning
 Shows ability to
learn new
concepts and
ideas with
guidance
 Expresses interest
in news and
information
available around
but gathers little
 Involves in
discussions and
debates
occasionally
 Interested in
reading and
expressing ideas
to others
 Eager to learn
new subjects and
goes out to get
more learning
materials on his
own
 Asks questions
and searches for
answers to
various doubts
and comes out
with ideas and
knowledge
sharing.
 Indulges in
watching social
media contents,
you tube , slide
shares etc which
provides
immense
learning
 Demonstrates
knowledge in
almost all topics
and has
something to
add as value.
 Expresses
interest in doing
new things at
work, takes bold
steps to learn
things which was
never
experienced
 Participates in
forums and talk
shows where
meeting new
people and
interacting for
better learning
takes place
 Demonstrates
reflex thinking
on subjects that
are around
 Shares subject
knowledge with
many around
and inspires
learning in
others with deep
interest.
 Critical about
the incidents and
situations that
happen around
and brings out
opinions that are
based on prior
learning and
experience
Team work  Has some
difficulties at
times to
 Builds
collaborative
relationships to
solve problems
 Empowers
others to
maximise their
contributions
 Consistently lead
colleagues to
inspired
cooperation and

cooperate with
others
 On occasions
displays
behaviours and
actions that are
inconsistent with
expected
workplace
courtesy, respect
and individual
considerations
 Often shows
resistance in
working outside
comfort zone to
support common
goals
 Finds it difficult
to participate in
meetings and
group works
 Sometimes do not
maintain balanced
levels of
participation and
contribution
among members
and achieve
common goals
 Treats all team
members with
respect and
accepts
individual
differences
 Consistently
keeps others
informed up to
date with
relevant
information,
generous in
sharing
knowledge
 Flexibility and
willingness to
step out of
comfort zone to
support team
and goals
 Leverages each
team member’s
expertise and
strengths. Fulfils
commitment on
time that
contribute to
meetings and
goals
towards
achieving goals
 Promotes,
supports and
influences a
culture of civility
and respect
amongst team
members
 Organizes and
presents
information and
knowledge in a
way that’s
helpful to the
team. Facilitates
conflict
resolution
among team
 Shows initiative
in going beyond
direct
responsibilities
in achieving
team goals
 Consistently
creates a positive
morale and sense
of purpose and
accomplishment
in the team
team work in
support of
common goals
 Inspires
cooperation
among team
members by
bridging gaps
among diverse
groups and units
 Creates an open
and transparent
team
environment
that fosters
information
sharing
 Proactively
addresses and
leads team in
conflict
resolution with
great skills
 Inspires each
individual to
exhibit extra
ordinary effort,
beyond
expectations.
Mentors team to
participate in
team efforts
Interpersonal
skills
 Keeps a distance
with others and
finds it difficult
to respect others
point of views.
 Feels that own
opinion must
have better value
than others and
finds it difficult
to accept others
opinion.
 More of self in
nature and lacks
empathy
 Understands the
types of people
around and their
behaviour
patterns so that
interactions are
tuned for
smooth
relations.
 Takes time to
respond to
others rather
than reacting so
that long term
relations are
constructed.
 Makes people
feel comfortable
with pleasant
interactions
 Appreciates
people and
values their
suggestions and
way of looking
at situations
 Checks with
people for
affirmation of
any opinion and
seeks people’s
advises on
 A great listener
and shows
interest in
other’s
conversations by
agreeing to as
well as by asking
questions often.
 Shows body
language that
projects a
gesture of
involvement and
engagement
 Predicts
conflicts and

 Hides
information and
takes the personal
feelings in others
for granted
to join team for
common
gatherings or
even for lunch or
dinner
 Doesn’t convey
messages
promptly
resulting in
communication
gaps
 Uses statements
and remarks that
could offend
others
 Able to assess
facts, analyse
situations before
making any
conversations.
 Understands
people feelings,
emotions and
background,
culture etc. so
that
conversations
are better
framed and
conceived ,
hence relations
become better
 Comes forward
to help others in
need and builds
trust in people.
matters building
the respect in
relations.
 Courteous and
sincere in
dealing with
people. Do not
lose composure
while handling
stressful
situation
 Builds a one on
one equation
with others and
builds on
rapport for
better
relationships
arguments and
tailor makes
conversation to
avoid conflicts
 Comes to rescue
situations by
empathising
with people as
well as by
listening.
Creativity and
Innovation
 Consistently
repeats old
routines without
taking into
account of
changing
circumstances
and environment
 Most often
produces dull or
disengaging
materials and
require constant
supervision.
 Lacks curiosity
about best
practice and
require guidance
to think
 Has less ideas and
opinions.
 Actively looks
for ways to
improve work
processes and
makes practical
suggestions
 Looks for
imaginative
solutions to
communicate
problems and
ensures solution
is fit for the
purpose.
 Reads
professional
articles and
literatures and
tries to bring
new methods
and ideas into
system.
 Comes up with
multiple options
for issue
resolution and
has ideas
 Accepts new
opportunities
and activities, if
offered
 Initiates and
develops new
processes that
work
 Is normally
successful at
presenting ideas
and
communications
in a fresh and
compelling way.
 Advises on
where to find
ideas on good
practices in their
areas of
specialisation or
in their
organization.
 Initiates and
develops new
ways of working
which will still
be in use after
they have
moved on
 Is a recognized
inside and
outside the
organisation for
extending
established
practice and
developing fresh
thinking
 Supports and
encourages
colleagues to
generate new
ideas or adapt
existing ones in
order to
produce strong
communications
 Looks outside
internal
communication
for inspiration
Tenacity  Can easily get
stopped or pulled
 Attempts to
manage tasks by
himself under
 Maintains an
environment of
geniality and
 Has great ability
to be calm and
composed

apart by people
around
 Not very
persistent in
maintaining or
adhering to or
seeking
something valued
or desired and
require constant
supervision
 Gets easily ruffled
and loses focus
most often
pressure and
doesn’t get
carried away by
others easily.
 Tries to get on
top pf things and
maintains a
strong will
power often
 Tries to remain
calm and patient
during tough
situations
 Maintain focus
on ultimate goals
often and rarely
deviates
camaraderie
under tough
conditions, and
still ensure
results
 Maintains
sensitivity about
others and has a
calming effect
on others
be quick in
assessing
situations and
arriving at
solutions, thus
avoiding
pressure
 Clearly stays
with the
objective in
mind and works
towards the
same , no matter
what distractions
he has
always and also
has the ability to
influence others
to be so.
 Recognizes
others
temperament
and acts
accordingly to
maintain
discipline and
stability of the
situation
 Expert in
predetermining
situations and
also in tacking
situations with
ease of mind and
confidence that
creates no stress
 Does several
tasks
simultaneously
and yet does not
lose any focus on
the objectives
Customer focus  Appears
unavailable for
uninterested
customers
 Sometimes loses
patience when
handling difficult
customers
 Does not seek to
fully understand
client’s needs
 Occasionally fails
to follow through
on commitments
made to
customers and
forgets often
 Is attentive and
responsive to
clients and
exhibits positive
and welcoming
attitude
 Handles difficult
and demanding
customers with
patience, tack
and grace
 Accurately
identifies and
anticipates
client’s needs
 Follows through
on commitments
and responds to
 Engages with the
clients in a
manner that
fosters positive
associations
 Shifts difficult
customer
situations into
positive results
 Accurately
identifies
underlying needs
rather than
problems that
are presented
 Follows through
commitments
 Mentors others
in superior
customer service
 Assists and
mentors others
in handling
difficult
customers and
situations
 Proactively
anticipates
customer needs
and responds to
the needs timely
 Takes extra
ordinarily efforts

 Often not
focused at
providing services
and provides
services that are
not needed
 Has difficulty in
making
adjustments in
serving customers
 Is not efficient in
solving problems
and issues that
arise in service
industry
customers in a
timely manner
 Consistent in
providing
solutions and
services to
customers both
internal and
external
 Flexible in
making
adjustments in
service delivery
 Intervenes to
address and
resolve issues in
service delivery
despite time
pressures
 Often delivers
services that
exceeds
expectations
 Identifies and
makes
improvements
to service
delivery process
 Anticipates
service delivery
issues and
proactively
works to
minimize the
same
to meet
customer needs
 Goes out of the
way to help
customer finds
solutions and
provides value
add ons
 Seeks innovative
ways to improve
service delivery
 Acts as a guide
and advocate
when referring
customers to
other resources
or places or
departments
Influencing
Skills
 Most often
provided own
point of view
without much
facts, reasoning or
examples and
often require
guidance in this
matter
 Tries to gain
acceptance from
team down the
line or others but
often fails
 Approaches are
more rigid in
nature and that
hampers the tact
of being
influential
 Tries to build
charisma in
communicating
but often lacks in
making an impact
 Tries to speak
clearly and
succinctly to
gather people’s
attention
 Makes more
attempts to
show benefits of
his own solution
to the problem
in hand
 Asks questions
to understand
the needs of
others but it
lacks an
organized
approach
 Tries to handle
differences in
opinion
effectively and
makes attempts
well
 Expresses
interest in others
 Explains
technical aspects
of the subject
matter in
question in more
simple language
with no jargon
 Asks probing
questions to
others to bring
out opinions and
feedback for a
discussion
 Understands and
addresses
emotional
content of a
dialogue. Puts
his views
strongly and
clearly
 Adjusts
messages in line
with the
audiences
experience ,
 Constructs win
win situation
through creative
ideas
 Uses a variety of
influencing
techniques to be
effective with
different types of
people in
different
situations
 Understands the
power structure
in an
organisation and
channelizes
organizational
politics for
effective positive
results
 Speaks and
communicates
to difficult
audiences,
moving among a
variety of

 Tends to get
defensive when
confronted
and solicits
feedback from
others
 Is able to make
presentations to
a big group of
audiences and
does it
reasonably good.
background and
culture
 Makes attempt
to address
everyone’s
concern by
facing them and
hence showing
an interest in
everyone equally
 Handles
presentations
with ease and
confidence
cultural contexts
and languages
 Easily influences
the group
through
inspiring
presentations
Analytical
thinking
 Tries his best to
make analysis of
information in a
structured
manner but often
fails
 Less absorption
of current
situation and
jumps to
conclusion easily
to zero down on
problem causes
and hence analysis
fails
 Collects data and
grasps the
current situation
well
 Determines a
problem that
need to be
solved
 Tries to analyse
the data and is
able to identify
some cause-
effect relations
 Applies basic
thinking for
solutions and is
able to make
countermeasures
for possible
issues
 Has ability to
collect relevant
data and defines
the problem area
 Has a knack to
identify the root
cause of
problems
 Generates
guidelines to
analyse issues
 Identifies
patterns across
different set of
data and
situations and is
able to define
complex
problems
 Shows creativity
in solving issues
 Defines the
problem
affecting the
organization
clearly and
explicitly
work with
complex
situations and
data in analysing
the issue
 Synthesises
collated data
logically and
comes out with
guidelines for
solving issues

For
Crew Member
Quick Service Restaurant

Position Profile:
Crew member is a counter / kitchen team member who handles the actual job that happens in a
fast food/quick service restaurants.
This position is taken for competency framework creation with the idea of making one for a
different type of hospitality operation and also for a lower level of role in the organogram
Job Description
Job Description
Job Title Crew Member – Fast Food Division
Division Quick Service Restaurants
Department Kitchen & Dine in Service
Location of work UAE
Grade S 2
Job Purpose
The role of Crew Member in a Quick Service Restaurant is to ensure products are prepared
according to the specified standards and served to customers following service standards.
Reports To Direct Assistant Manager
Indirect Restaurant Manager
1. Fellow colleagues
2. Customers
3. Crew trainers, Functional department team
 Performs all the service related tasks in the department and complies with and exceeds
standard operating procedures.

 Assists to maintain company sanitation standards in the department.
 Ensure guest satisfaction through personalized, efficient service. Is responsible that all
customers leave satisfied.
 Adhere to the accident prevention program.
 Follow station observation checklist while carrying out the works
 To perform opening and closing procedures established for the place of work as
assigned.
 To have a thorough understanding of all the menu items in the restaurant.
 To ensure that the Place of Work and surrounding area is kept clean and organized at all
times.
 Maintain facilities and equipment in perfect condition and follow procedures to keep
breakages and losses to an absolute minimum.
 Ensures that personal grooming, hygiene, and appearance are in line with the company’s
standards.
 Take food and drink orders and receive payment from customers.
 Read food order slips or receive verbal instructions as to food required by customers,
and prepare and cook food according to instructions in the order.
 Prepare specialty foods such as fried chicken, pizzas, fish and chips, burgers &
sandwiches and salads, following recipes and specific methods.
 Verify that prepared food meets requirements for quality, standard and quantity.
 Wash, cut, and prepare foods designated for cooking.
 Measure ingredients required for specific food items being prepared.
 Cook and package batches of food which are prepared to order or kept warm until sold
 Operate large-volume cooking equipment such as ovens, pressure fryers, grills, deep-fat
fryers and griddles.
 Prepare and serve beverages such as tea, coffee, juices and fountain drinks.
 To receive the customers with smile and take the take away orders of the customer. To
coordinate with accounts and ensure that enough change is maintained as per the
requirement of the outlet operations.
 To ensure that the Cash Counter is always maintained in an orderly and clean manner.
 To take the signature of the Outlet In charge on the cash report and make the cash ready
for depositing in the Bank. To send the cash report to the Corporate Office.
 To take signature of the Outlet in charge on the Void Slip, if any bills are void.
 To prepare the labels for Food items like Coleslaw, Garlic Sauce, Hot Sauce, Tartar
Sauce etc.
 To keep under his safe custody of all the important documents like Outlet License copy,
ADFCA Employee Certificates etc.

Job Elements
S No Job elements % of Time invested
1 Preparation of Menu items as per standard that is
specified
40%
2 Maintain Hygiene, Grooming and Sanitation standards 20%
3 Follow service procedures as per Company standards 15%
4 Handle order taking, cashiering & stock maintenance 15%
5 Handle guest relations and complaint handling 10%
Job Elements Analysis
Elements Time
Spent
Preparation
of Menu
items as per
standard that
is specified
40% K  Understanding of all the
products in the menu from a
broad perspective
 Knowledge of ingredients that
are used for production of items
 Knowledge of method of
cooking like frying, grilling,
baking etc
 Knowledge of cutting
vegetables to various type of
cuts
 Knowledge of processing
chicken, fish and meat for
burgers, sandwiches, wraps and
fried chicken
 Knowledge of salad dressings
and type of salads
 Knowledge of pizza toppings
and Pizza base types

K  Knowledge of internationally
famous menu items
 Knowledge of various types
of ingredients, the properties
of the same as well as the
usage of the same.
 Knowledge of types of
cooking methods that suit the
ingredients as well as the
temperature that need to be
maintained for such types of
cooking
 Knowledge of joining
chicken, filleting fish and
meat based on the weight
requirement for each of the
menu items
 Knowledge of classical salad
ingredients, salad dressings
and the names of salads
 Knowledge of sizes of pizza,
topping requirement,
arrangement of line items for
preparing the pizza
S  Ability to thaw chicken, meat
and fish based on production
planner
 Ability to marinate chicken and
fish for fried menu items
 Ability to make pizza dough
and follow the proving process
S  Ability to cut higher volume
of chicken , fish and meat
with no wastage and in the
shape and size that is required
as per menu standards
 Ability to sense the cooking
time and temperature for
each type of pizza

 Ability to mix salads and
dressings
 Ability to bread the chicken as
per standard
 Ability to make burgers and
toasts with the right type of
fillings
 Ability to control the
functioning of kitchen
equipment.
 Ability to make production
planner and estimate the
requirement of items on
holding tray
Maintain
Hygiene,
grooming and
sanitation
standards
20% K  Knowledge of health hazards in
food and beverage areas
 Knowledge of standard
temperature that need to be
maintained at walk in
refrigerators, Freezers, thawing
areas.
 Knowledge of cleaning
solutions that are used at food
preparation areas
 Knowledge of basic physical
hygiene
K  Knowledge of HACCP
standards
 Knowledge of FIFO while
stocking food items
 Knowledge of storage
procedures of food items
 Knowledge of different food
items and the storage
methods of the same based
on shelf life
 Knowledge of Food Safety
department’s standards
applicable to fast food
industry
S  Ability to check the
temperatures of food items
using thermometers as well as
meat temperature checkers
 Ability to calibrate temperatures
of storage areas depending on
type of food items stored inside
 Ability to groom himself as per
standards of the organisation
and follow the physical hygiene
meticulously
S  Ability to guide people on
hygiene norms
 Ability to teach people on
food safety hazards
 Ability to make guidelines
and charts on sanitation
standards, hygiene tips etc
 Ability to conduct audits on
hygiene and sanitation.
Follow
service
procedure as
per Company
standards
15% K  Knowledge of placing food
items on the plates and trays
 Knowledge of accompaniments
and side dishes that need to be
served along with the main food
items
 Knowledge of service on the
table
 Knowledge of laying a table
with necessary condiments and
table wares
 Knowledge of placement of
items on the food tray
K  Knowledge of different types
of service
 Knowledge of service
procedures on the counter
 Knowledge of handling
service related complaints
 Knowledge of documenting
service standards and
communicating the same to
all
 Knowledge of service wares
that are used for service of
food items
S  Ability to attend to guest needs
on the table
 Ability to carry trays with drinks
 Ability to serve customers on
the table with elegance
 Ability to arrange guest tables
with right placement of table
wares
S  Ability to guide team on
service procedures.
 Ability to teach team on how
to arrange tables and trays
 Ability to set service
standards as and when
required
 Ability to audit service
standards and process

Handle order
taking,
cashiering
and stock
maintenance
15% K  Knowledge of writing down
guest orders correctly
 Knowledge of punching orders
at Point of sale monitor
 Knowledge of basic arithmetic
for cash handling
 Knowledge of exchange of
currencies
 Knowledge of stock taking
activity
K  Knowledge of suggesting
items while taking orders
 Knowledge of maintaining an
indication of the guest orders
while taking orders so that
the right item is served to the
right guest.
 Knowledge of making cash
reports
 Knowledge of stock analysis,
reordering , par stock etc
S  Skill in writing the orders in an
order
 Skill in punching the orders
with right specification and
special preference
 Skill in handling multiple
currencies and its exchanges
 Ability to take stocks and enter
into stock register
S  Ability to suggest menu items
and add ons to guests while
order taking time
 Ability to analyse cash reports
and revenues in the store
 Ability to teach people on
method of taking orders
 Ability to balance and tally
stocks
 Ability to forecast store
requirements based on par
stock and re ordering levels
Handle guest
relations and
complaint
handling
10% K  Knowledge of handling guest
complaints with patience
 Knowledge of language that are
commonly used for
conversations with guest
 Knowledge of reporting guest
complaints at the right time to
superiors
K  Knowledge of teaching team
on how to handle different
types of guests
 Knowledge of standards that
need to be followed while
handling guest complaints
 Knowledge of recording
guest related situations and
briefing team on the same
S  Ability to converse well with
guests
 Ability to identify issues in
advance
 Ability to anticipate guest needs
and delight guests by being of
service to them
 Ability to listen to guest issues
patiently and empathetically
S  Ability to talk to guests in
multiple languages , making
them comfortable
 Ability to pre-empt issues and
problems and prepare team
around to tackle project ted
issues
 Ability to relate to guests well
and engage them in
conversations of food, service
etc and turn them into regular
guests
 Ability to teach team on the
tips to handle guest
complaints
List of Competencies
Functional Competencies
 Knowledge of Food and Service aspects

 Skill in food preparation and service
Behavioral Competencies
 Communication
 Commitment to Career
 Trustworthiness and Ethics
 Grooming
 Service focus
 Team Work
BARS for Functional Competencies
Functional
Competency
Needs
Improvement
Knowledge of Food
and Service aspects
 Has no basic
knowledge
about fast
food, QSR.
Haven’t
heard the
concept and
speaks
vaguely
about it.
 Has not been
to any fast
food outlets
in the past as
a customer.
 Has no
experience in
working in
similar
operations.
 Has not read
or seen
places where
quick service
products are
served.
 Has some idea
about what a
fast food is and
able to define
the concept to
some extent
 Has been to
some fast food
outlets and able
to name some
where he/she
has been a
customer.
 Has worked in
such operations
but has less
working
knowledge of
the operations
 Has some
cooking
knowledge but
has not shown
any interest.
 Has less
knowledge on
service but has
 Has reasonably
good
knowledge of
fast food and
QSR
operations.
Able to define
products and
brands of fast
food.
 Has visited and
even worked in
some fast food
outlets. Has an
understanding
of the work
process.
 Able to explain
the work
methods,
standards,
product
recipes, holding
time of
products,
thawing
temperatures,
 Has excellent
knowledge of
the industry.
 Has been able
to describe the
concept very
well and
expresses the
functioning of
fast food in
detail
 Has worked
with some
renowned
brands and
has a clear
understanding
of the
products,
work flows
and processes.
 Able to
describe the
products well.
 Has a good
hand in either
Pizza or

 Has no
knowledge
of cooking.
Has not
done
cooking even
at home.
 Does not
have any
understandin
g of dine in
service or
cashiering
other than
having seen
others doing
in
restaurants.
 Has no
passion for
cooking or
serving.
seen others
doing it.
freezer
temperatures
etc.
 Understands
the procedure
of making fast
food products
like pizza,
burgers, fried
chicken,
sandwiches etc.
 Has a
reasonably
good
understanding
of customer
service and has
adequate
knowledge on
customer
service aspects
Burgers or
Fired Chicken.
 Has a sound
understanding
of the
products
standards,
cooking
methods,
operational
procedures
etc.
 Has even
trained people
in some of
these
processes.
 Has handled
customer
service,
difficult
customers and
situations and
understands
how to handle
these
situations
Skill in food
preparation and
service
 Has no
experience in
working in
fast food or
even in a
restaurant.
 Has no
interest to do
physical
work in
kitchen
 Has no
interest to
cook. Does
not want to
work with
meat
products and
has no
passion for
 Has some
understanding
of fast food
items and has
made a few
items by himself
but not as per
standards.
 Has not been
exposed to
working as per
process and
quality
 Has some
interest in
cooking but has
not worked
anywhere in any
restaurant.
 Reasonably
good skill in
making
products
served in QSR.
 Demonstrates
passion in
cooking.
Explains the
way items were
made in the
past work
place.
 Has worked in
restaurant
kitchen and has
adequate skill
in making a
few products as
per standard.
 Skillful in
making fried
chicken,
Burgers,
Sandwiches,
Rolls, and
Pizzas and
explained the
process of
making with
passion.
 Able to
explain the
quantity of
ingredients,
cutting
methods,
cooking
methods etc
well

working in
kitchen
 Has no
inclination to
customer
service and
has not been
to any such
field in the
past.
 Does not
show the
inclination to
be of service
to any.
 Has an
understanding
of customer
service and have
interacted with
customers but
not in fast food
industry
 Explains the
making of a
few product
clearly and with
right
specification
 Has been
exposed to
customer
service and
handles
customers well.
 Able to address
customer issues
and
communicate
with customers
flawlessly.
 Has worked in
Fast food
kitchen and
demonstrates
confidence in
product
preparations.
 Has handled
customer
service,
cashiering in
the previous
job.
 Has handled
difficult
situations and
customers.
 Demonstrates
skill in sorting
out problems
and issues
BARS for Behavioral Competencies
Behavioral
Competency
Needs
Improvement
Communication  Cannot speak
words clearly.
Broken English.
Grammatical
errors. Poor
comprehension.
Languages that
are acceptable
like Arabic and
Hindi is also
poor
 Have to repeat
each sentence
over and again
as the
comprehension
is poor.
 Attempts to
speak the
language in
reasonably
good manner
 Makes effort
to speak by
using words
that are
simple.
Stammers in
between.
 Few
grammatical
errors,
Vernacular
influence in
 Fluent in
language. Able
to speak clearly
and briefly
 Pronouns the
words clearly
and rightly.
Frames
sentences
accurately.
 Shows an ease
of language
though not
consistent.
 Uses the
articles clearly
and has no
 Speaks with
ease. No
mistakes in
language.
Clear speech
and expresses
words with
clarity.
 No
grammatical
errors, No
regional
accent.
Pronunciation
is accurate.
 Very confident
in speaking

 Shows an
expression of
blankness while
spoken to
 CV is written
with lots of
mistake or No
CV available
 Does not
understand
questions and
talks irrelevant
matters which
has no
connection to
the questions
language. Not
very fluent in
English /
Arabic /
Hindi
 Lisps when
speaking and
uses slangs
and mixes
mother
tongue in
between the
conversation
 Sometimes
questions are
understood,
however some
words are not
comprehende
d hence
repetition in
simple words
required
hesitation in
expressing the
views
dexterously
 CV is written
with no
mistakes and
has expressed
the contents
orderly and
clearly
 Understands
questions in
one go and
tries to
communicate
well, however
clarity at times
is missing.
Sometimes
answers are not
directly to the
point
and expresses
points very
clearly and in
an adept
manner
 No errors in
written
language,
contents
explained in a
clear, concise
manner.
 Able to
comprehend
questions
clearly and
answers after
due listening.
 Answers are to
the point and
meticulously
demonstrated.
Commitment to
Career
 Has no
knowledge of
the job and
industry.
 Has no idea of
what career to
choose
 Has no interest
in doing a job or
building a
career. Very
short term
objectives seen.
Clarity of
thoughts
missing.
 No ambition
and no plans in
mind. Has a
blank approach
to life
 Has less
knowledge of
the job,
function and
industry.
 Does not
venture out
much to
understand
the job.
 Has vague
and
imaginative
idea about the
job but does
not show an
urge to know
more or learn
more. Mostly
influenced by
others
 Does the job
well and shows
interest in
knowing more.
Asks questions
and comes
across as a
curious person.
 Tries to
develop skills,
but sometimes
capability is
limited with a
strong
willingness to
learn
 Understands
the job
reasonably well
and tries
learning
however
 Has an
excellent
understanding
of the job,
function,
industry and
comes across
as a well-read
person on the
job that is
offered.
 Seems to have
done research
about the
Company and
people in the
Company
 Approaches
the work with
clear thought
process and
shows interest

 Shows lack of
seriousness
about the job or
career and treats
the discussion
with no passion
decision on
their career
 Has less
understanding
of own
capabilities
and looks
forward to a
job to sustain
 Happy in
being at one
level as long
as job is safe
and money is
coming in
limitations in
probing for
more is seen
though attitude
to career is
positive
 Seems to be
less ambitious
and sees
growth to a
particular level
and sees
comfort at that
level
to learn
consistently.
 Demonstrates
passion in
doing the job,
reads more
about the
industry,
expresses
knowledge
and skills on
current job
 Projects
ambition and
always ready
to contribute
to other
functions
Trustworthiness and
Ethics
 Tries to
manipulate the
facts in CV
 Have left jobs in
few months.
Kept changing
jobs for no valid
reasons. There
are gaps in
career.
 Does not attend
interview on
time and are not
groomed well.
 Changes
information
given often in
conversations
and tries to hide
facts. Not clear
about what is
written on CV.
 Shows
discomfort
when
questioned
deeply on the
facts given on
CV
 Sometimes
forgets to help
people or
respond to
people
requests.
 Not able to
explain the
reasons for
quick moves
in career
 Has told lies
and
sometimes for
personal
gains.
 Does not
have many
friends and
does not
remember
past
relationships
that were of
value.
 Mostly prefer
to be left
alone.
Explains the
free time
 Believes in
helping others
and supporting
people. Have
delivered
results timely
always.
 Lies have been
said but
harmless and
not with an
intention of
damaging
anything. Silly
cases of lies.
 Showed loyalty
to the previous
employers and
to family.
 Strict
adherence to
Dress code and
discipline is
seen in
personality.
 Explains about
past incidents
where values of
trust and
 Has examples
of past
experience
where the
employer
seemed to
have entrusted
responsibilities
of cash,
processes etc.
 Demonstrates
pride in having
worked in past
places.
 Does not lie at
work or at
personal front
for any
personal gains
 Explains how
he handled
work alone
and how his
managers left
him with some
responsibilities
without
supervision
 Has friends at
work who

spent as alone
than being
with people.
 Has less
interaction
with people.
 Responsibilitie
s in the past
were removed
from the
candidate and
assigned to
someone else
with no
elevation of
jobs given to
the candidate
 Thinks a lot
before
answering a
question on
the years
mentioned in
CV , or any
other details.
 Takes time to
answer and
goes wrong in
answering
questions
especially on
details like
age, date of
birth, years of
experience etc
reliability were
shown.
 Has a number
of friends and
close friends
 Gives answers
honestly. All
details that
were
mentioned in
his CV is true
and honest. Is
very
transparent and
clear in
explaining
details of
previous salary
details, reason
for leaving etc.
approaches for
help.
 Has not
borrowed
money from
any friends
and delayed
the return.
Explains
personal
qualities that
exhibit values
 Takes up
responsibilities
and have
ensured that
the image of
team, work etc
is safeguarded
whenever
required.
 Has gone out
of way to
support
company.
 Family details
and family
members’
profession and
culture
exhibits
certain root
values.
Grooming  Poor grooming
standards.
Mannerisms and
habits are below
average. Not
shaven, hair not
trimmed well,
large sideburns.
 Body odor and
bad breath.
Personal hygiene
missing. No
attention to
 Grooming is
OK and
require some
minor
improvements
and guidance.
Manners are
OK and needs
to be trained
more on it
 Body and
breath odor is
not there but
 Well-groomed
and exhibits
good manners.
 No body odor,
no bad breath,
clean face, hair
made in a good
manner,
however
require finesse.
 Good dressing
sense but can
be better.
 Carries oneself
immaculately
and exhibits
high sense of
grooming ,
deportment
and
mannerisms
 No body odor,
no bad breath,
clean face, hair
neatly made,
no blemishes

health and
sanitation
standards
 Shabby clothes,
not attired for
an interview, no
dressing sense.
Very casual
 Not pleasant,
appearance
uninteresting, no
smile and shows
arrogance in
facial
expression.
Finds it hard to
be at ease.
needs to be
more hygienic
in personal
maintenance.
 Wears
reasonably
good clothes,
however a
professional
attire is
missing.
 Smiles rarely.
Appearance is
not very
pleasant but
can be trained
to be pleasant.
 Physique is
average and is
alright for
doing heavy
works
Looks neat and
clean.
 Good smile,
appearance and
reasonably
good physique
or marks on
the face or
visible parts of
body
 Excellent
dressing sense.
Wears suitable
clothing for
the occasion
and looks neat
and clean
 Wears a
pleasant smile,
appearance,
posture and
physique.
Service focus  Is disrespectful
or rude to
customers
 Is defensive or
inappropriate
with difficult
customers
 Unable to
accurately
identify
customer needs
 Consistently
fails to follow
through
commitments
made to
customers
 Does not
provide service
or avoid doing
the work
 Resists change
and unwilling to
make
adjustments to
 Appears
unavailable or
uninterested
to customers
 Is impatient
with or unable
to handle
difficult
customers
 does not seek
to fully
understand
customer
needs
 Occasionally
fails to follow
through
commitments
made to
clients
 Often
provides
services or
solutions that
does not meet
the expected
 Is attentive and
responsive to
the needs of
customers,
exhibits
positive and
welcoming
attitude
 Handles
difficult or
demanding
customers with
patience, tact
and grace
 Accurately
identifies and
anticipates
customer needs
 Follows
through on
commitments
and responds
to customers in
a timely
manner
 Mentors
others in
superior
customer
service
 Assists and
mentors
others in
dealing with
difficult
customers
 Proactively
anticipates
clients
demands and
exceeds
expectations
 Takes
extraordinary
actions to
meet customer
needs
 Seeks
innovative
ways to
improve

accommodate
customer needs
level of
service
 Difficulty in
making
adjustments
to customer's
needs
 consistently
provided
quality service
and solutions
to customers
 Flexible in
making
adjustments in
service delivery
process
service
delivery
 Develops and
implements
significant
improvements
in service
delivery.
 Identifies and
makes
improvements
into service
delivery
process
 Shifts difficult
customer
situations into
positive
results. Often
delivers
services that
surpasses
customer's
expectations
Team Work  Does not
cooperate with
others to
achieve assigned
goals
 Is disrespectful
or disruptive as
a member of the
team.;
dominates team
discussions or
limits ability of
others to
contribute
 Does not share
or withhold
information and
knowledge from
others in the
team
 Unable to
resolve or
constructively
manage conflicts
 Has difficulty
in cooperating
with others to
achieve
assigned goals
 On occasion
displays
behaviors and
actions that
are
inconsistent
with expected
workplace
courtesy,
respect and
individual
consideration
 inconsistently
shares
information
and
knowledge
with team
 Builds
collaborative
relationships to
solve problems
and achieve
common goals
 Treat all team
members equal
and with
respect, accepts
individual
differences
 Consistently
shares
information
with others
 Provides
constructive
feedback to
team members,
works with
others to
resolve
conflicts
 Consistently
leads team to
shared goals
with
inspiration.
 Empowers
others to
maximize their
contribution
towards
achieving
goals
 Inspires
cooperation
among team
members by
bridging gaps
amongst
diverse groups
 Allows team
to share
information in
a transparent
manner

 Unwilling to
working outside
comfort zone to
support team
and goals
 Rarely
participates in
team meetings,
activities and
group work
 Often reacts
unproductivel
y in situations
with conflicts
or difference
of opinions
 resistant to
working
outside of
comfort zone
to support
team and
goals
 Often does
not participate
in meetings
and group
works
 Actively
participates in
meetings and
group work
 Fulfills
commitment
on time that
contribute to
team success
 Handles team
conflicts
proactively
and has a style
and charisma
in doing so
 Mentors team
members to
perform better
 Inspires each
individual to
exhibit
extraordinary
effort beyond
expectations

For
Recruitment Executive
Corporate HR - Hospitality

Position Profile:
Recruitment Executive role chosen for the competency matrix framework is chosen considering
the role that is there in a corporate HR of a Hospitality organization handling businesses of Hotels,
Restaurants, Fast food, Night clubs and industrial catering
Job Description
Job Description
Job Title Recruitment Executive
Division Human Resources & Training
Department Human Resources
Location of work UAE
Grade S 2
Job Purpose
The role of Recruitment Executive is to identify, screen, recruit, interview and place employees
based on the need of the organization within the time limit so that the operations and other
functions of business runs smoothly.
Reports To Direct Recruitment Manager
Indirect Human Resource Director
1. Fellow colleagues
2. Candidates
3. Recruitment agents
4. Divisional heads, department heads
5. Press and advertisement agencies

 Establish recruiting requirements by studying organization plans and objectives, meeting
with managers to discuss the needs
 Manages the Vacancy master sheet of the organization, division and department wise
 Prepares, modifies and manages the job specification and job description of all the
positions in the organization
 Builds applicant sources by researching and contacting community services, colleges,
employment agencies, recruiters, media, and internet sites.
 Providing organization information, opportunities, and benefits, making presentation,
maintaining report.
 Creatively designs advertisements for vacancies to attract the best talents
 Determine applicant requirements by studying job descriptions and job qualifications
 Attracts applicants by placing job advertisements, contacting recruiters, using news
groups and job sites.
 Prepares competency matrix required for all positions to make interviews easier and
objective
 Screens all CVs and shortlists candidates for interview
 Conducts initial interviews with candidates and gathers information that are relevant to
the position and role.
 Determines applicant qualifications by interviewing applicants, analyzing responses,
verifying references, comparing qualifications to job requirements.
 Line up candidates for further rounds of interviews
 Develop a systematically arranged data bank of candidates
 Make sure all candidates are informed of the selection and non-selection through
standard email templates
 Arranges management interviews by coordinating schedules, arranges travel, lodging and
meals, escorting applicants to interviews etc.
 Coordinate the interviews with other interviewers based on the recruitment matrix
 Conduct assessment tests, interviews, group discussions and debates
 Coordinate with recruitment agencies, process their invoices and review the contracts
and agreements
 Finalize the salary, make the structure and communicate to candidates
 Prepare and close offer letters with the candidates
 Liaison with all shared services on all recruitment documents
 Coordinate job fairs , campus interviews and advertisements
 Plan recruitment trips for Recruitment Manager to overseas countries and coordinate the
interviews with respective agencies, make travel plans, hotel stays, interview documents
etc.
 Manage recruitment master tracker sheet based on selections
 Put documents of candidates for VISA process and follow through for the same
 Follow the process for reference checks
 Follow standard email templates that are used for recruitment.
 Open staff personal files, update software, prepare payroll authorizations
 Coordinate pre-employment medical tests with the authorized hospitals
 Explain the JDs to all new joiners

 Handle all on boarding tasks for new joiners
 Manages new employees relocation by determining new employee requirements,
negotiating with movers, arranging temporary accommodation , coordinating airport
picks ups, preparing welcome letters, providing basic information on the country and
joining process
 Arranges email ids, telephones, laptops, uniforms etc. for new recruits
Job Elements
S No Job elements % of Time invested
1 Organizational knowledge and Identification of
recruitment needs
10%
2 Creating recruitment and Staffing plans 10%
3 Identify talent pools and recruitment methods 20%
4 Conducting Interview assessments and Selection 25%
5 Closing the hire 20%
6 On boarding 15%
Job Elements Analysis
Elements Time
Spent
Organizational
Knowledge
and
Identification
of recruitment
needs
10% K  Has a fair idea about hotel
industry and the various
departments and functions in a
hotel, restaurant, fast food and
catering field
 Has an understanding of the
terminology used for different
roles
 Understands the organization
chart and has a good knowledge
of where does each role fit in
the organization
 Knowledge of types of people
who would fit the industry
norms
K  In depth knowledge of
industry as a whole.
 Thorough understanding of
the departments and
functions in detail
 Knowledge of all the roles
that are commonly used in
the industry world wide
 Knowledge of best practices
that the industry uses in
structuring the role
relationships in organogram
 Knowledge of core
competencies required for
any candidate wanting to be
in hospitality industry.

 Knowledge of MS Excel and
simple calculations of
summation, variance etc for
tabulating manning
requirements
 Knowledge of software used
for manning budgets,
calculating vacancies and
plotting the requirement of
recruitment in a graphical
form with date when the
recruitment should be closed
at.
S  Ability to recognize brand
names of hotels and restaurants
that are world-wide known
 Ability to differentiate roles
based on type of hospitality
establishments
 Ability to identify the correct
recruitment needs based on the
JD.
 Ability to read and understand
Job specifications
 Ability to compile the data of
recruitment needs
 Ability to communicate with
user departments and
understand the need
 Ability to analyse data and
assess the manning need
 Ability to work out logics for
manning need assessment.

S  Ability to guide others about
the organization and industry
 Ability to differentiate types
of industry under the
hospitality sector
 Ability to present the
organization concept to
others and also to candidates
organization vision and
mission and values to
candidates
 Ability to analyse the job
description and plot out the
actual recruitment
specification
 Ability to estimate
recruitment needs / manning
needs based on operational
volume, especially in industry
like catering where manning
depends on number of meals
served in a day
Creating
recruitment
and Staffing
plans
10% K  Knowledge of process like
succession plans, replacement
plans, workforce mobilization
strategy
 Knowledge of business plans
and the staffing needs based on
the plans
 Knowledge of using calendars
for plotting the recruitment
drive both locally and overseas
 Knowledge of recruitment
vision and standards
 Knowledge of the terms like
skill gaps, will gaps, training
needs etc .
recruitment evaluation methods
K  Knowledge of planning the
recruitment activities
throughout the year
 Knowledge of staffing
acquisition plans, retention
plans and succession plans
vision and the alignment of
the same with business
objectives
 Knowledge of designing a
need forecasting chart
 Knowledge of exit interview
survey data for assessing
recruitment need and
recruitment plans
metrics like lead time,
recruitment yield, Analysis of
source of recruitment, ratio
of drop outs from selection
etc.
S  Ability to assess the needs of
each division a year in advance
S  Ability to assess labor market
trends and plan the sourcing
strategy

 Ability to assess the historical
data of business performance
and the number of people in
the operations.
 Ability to present the needs of
the organisation and the plan
for sourcing to senior members
of management
 Ability to communicate to
stakeholders on future needs of
manpower
 Ability to liaise with
stakeholders on retention
strategies and succession plans
while drawing a recruitment
plan and strategy
 Ability to identify sourcing
methods and tapping
innovative ways of
recruitment
 Ability to plan for job fairs
and campus recruitments
 Ability to plan campus
presentations for recruitment
 Ability to identify internal
talent pools for future needs
 Ability to see the potential
exits and plan ahead for back
up plans
 Ability to calculate the
recruitment Metrix and
present data analysis on
various measures of
recruitment function
Identifying
talent pools
and
recruitment
methods
20% K  Knowledge of sourcing
methods
 Knowledge of maintaining
databank of candidates who
apply to the Company via
various modes
 Knowledge of communicating
via emails and telephones with
campuses for inviting talents
assessment used for identifying
talents
recruitment plans and methods
 Knowledge of making
presentations in power point
about recruitment method
K  Knowledge of assessing
different sources for talents
that the Company require
 Knowledge of negotiating
terms with agencies for
inviting talents
 Knowledge of using social
media for talents
 Knowledge of creating a
recruitment strategy for
various levels of recruitment
in the Company
career fairs and talent expos
 Knowledge of designing
assessment techniques that
are used for choosing the
right talent.
S  Ability to explore new sources
of recruitment
 Ability to design creative
advertisements in social media
for inviting talents
 Ability to communicate clearly
on talent specifications to
candidates
 Ability to negotiate rates with
ad agencies for talent
acquisition
 Ability to tie up with
institutions for specific skill
based talent pools
 Ability to conduct written tests,
group discussion, debates,
extempore, one on one
S  Ability to conduct
presentations and road show
independently as an event
 Ability to take assessment
tests and analyse the results
for the senior management to
take a decision easily
 Ability to create innovative
methods for referrals and
ensure a flow of talents come
through internal references
 Ability to plan recruitment
methods for various levels in
organization as per the skill
assessment requirement
 Ability to coordinate and
conduct trade tests for

interview etc as part of campus
recruitment method
 Ability to draw a recruitment
plan from overseas countries
specified skills as part of
recruitment methods
 Ability to interview
candidates personally as per
competency matrix and come
to a decision
Conducting
Interview
assessment
and selection
25% K  Knowledge of competencies
required for different roles in
the organisation
 Knowledge of core
competencies of the
organisation that everyone must
have
 Knowledge of psychometric
tests like Big5, FiroB, MBTI
etc.
 Knowledge of general questions
asked for interviews
 Knowledge of filling up of
assessment forms details for
candidates
 Knowledge of coordinating
interviews as per levels of
recruitment
 Knowledge of coordinating role
plays, assessment centres etc
 Knowledge of checking
candidate CV and gathering
details that are relevant to a
position/role
 Knowing how to open and
close an interview
K  Knowledge of developing
situational based questions
for interviewers
behavioural questions
 Knowledge of marking
system in an assessment tool
 Knowledge of analysing the
CV with the candidate
 Knowledge of devising
methods and style to make
candidate ask for questions
during interview
focused interviews
 Knowledge of designing
evaluation forms and
marking criteria for selection
 Knowledge of common
interview errors like leniency
errors, central tendency, Halo
and Horn effect, Fatigue,
Stereotypes, Similar to me
concepts etc.
competency matrix for each
role based on the job element
analysis of each job role.
S  Ability to organize interviews
for candidates
 Ability to schedule interviews
considering less waiting time
 Ability to communicate to
candidates on interview
methods and preparing the
candidate for the same.
 Ability to organize documents,
forms and formats that are
required for the assessors
 Ability to test cultural fitment
through observations of
personality
 Welcoming candidates and
making them comfortable at the
waiting lounge
 Expressing courtesy to
candidates waiting for
interviews by offering them
refreshments
S  Ability to assess candidates
on a one on personal
interview
 Ability to ask questions on
subject matter, work
experience and competencies
 Ability to infer decision
based on the marks on
assessment tests
 Has a good observation skill
and derives meaning from
body language and gestures
of candidates
 Ability to design selection
criteria in an assessment form
 Ability to draft information
that can be communicated to
candidates
 Ability to develop interview
questions and ideal responses

CPCD Project December 2015

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