1

HUMAN RESOURCE MANAGEMENT

PROJECT 2:

RECRUITMENT STRATEGY:

1. IN LUXURY HOTEL IN HILL STATION

2. IN A PRIVATE BANK IN TIER-II CITY

Submitted to

Prof. NITIKA SHARMA

Submitted by

AKASH RAJ (2011001)

AMIT KANABAR (2011002)

ANIL KUMAR BEHL (2011003)

BHARTI VERMA (2011005)

DEEPAK RAJA (2011006)

ANURAG SINGH (2011023)

Indus World School of Business Date:

Greater Noida 31/03/2012

2

TABLE OF CONTENT:

1. Recruitment Strategy in a luxury hotel at hill station 03

1.1.1. Jobs & Position 03

1.1.2. Job Analysis 04

1.1.3. Recruitment Yield Pyramid 04

1.1.4. Recruitment Process Chart 05

1.1.5. Job Description & Specification 06

1.1.5.1.1. Qualification, Skills & Experience 06

1.1.5.1.2. Duties of Restaurant manager 07

1.1.6. Sources of Hiring 09

2. Recruitment Strategy in a private bank in tier-ii city 10

2.1.1. Jobs & Position 10

2.1.2. Job Description & Specification 10

2.1.2.1.1. Responsibilities 11

2.1.2.1.2. Key Responsibilities 12

2.1.2.1.3. Hours/Environment 13

2.1.2.1.4. Skill/Interests 13

2.1.2.1.5. Qualification & Skills Required 14

2.1.3. Sources of Hiring 15

3. References 16

3

RECRUITMENT STRATEGY

RECRUITMENT IN A LUXURY HOTEL AT HILL STATION

JOBS & POSITION:

Job: Restaurant Manager

Positions to be filled: One (1)

Assumptions made:

Some of the assumptions regarding external environment that have been made are as follows:-

Hotel has a well established brand name.

Hotel is opening a new branch in hill station and hence the entire staff is being

hired. The Luxury hotel does have few more branches in other cities, however

this is the first time it is opening up its branch in a hill station.

Economic conditions: Boom. So the new restaurant manager should be able to

achieve its targets of revenue generation.

Hotel has international presence & tie-up with international airlines and hence

this forms the base for getting customers

Upcoming international tourist spot. The Hill station has not yet been in much of

a developed state. It is only recently that hill station is being developed by the

state as a tourists spot in order to increase its revenue through tourism

Only one 3-Star hotel present. There is not much competition in the market and

it is quite easy to capture the new market before other big players also make a

move.

4

JOB ANALYSIS:

Restaurant manager is mainly responsible for maintaining the complete food and beverage

(including the bar) department. It also includes the food (or beverages) that are sent to rooms

of people living in the hotel along with the food being served within the restaurant. The hill

station is an upcoming hill station with majority of its tourist being from outside the country. As

a restaurant manager he shall also be required to constantly interact with the customers (as a

part of CRM) and hence should have a good knowledge about the various sightseeing spots so

that he could engage the customers. Apart from this he should also be skilled in his verbal and

non-verbal communication. A detail about the activities which are to be performed is

mentioned in Job description and Job specification which is in the later part of the document.

Financially, he is responsible for generating revenue of $100,000 during the first 6 months of

inception of the branch of hotel and thereafter should be able to sustain and increase the

revenue by an annual growth of 5%.

RECRUITMENT YEILD PYRAMID:-

For hiring one candidate total lead of candidates to be generated is 20.

The total number of leads generated from various sources should be 20. Further after primary

evaluation of these leads (matching their CVs with Job description and Job specification). The

total number of applications which will be carried to the next round is 15. After the primary

Offers made: 1*

Candidates selected after pre-tests: 5

Applicants invited: 15

Lead Generated: 20

5

evaluation there will be a pre-test according to the norms and policies of hotel which shall

encompass various aspects ranging from behavior of the person, stress taking ability, ability to

work in a team, ability to lead a team to finance handling abilities and to some extent even the

physical fitness. The number of candidates for final interview shall be 5. All the candidates shall

be verified with the reference checks that have been provided by them in their form. For final

selection one candidate shall receive the offer letter. The hotel however reserves the right to

cancel any recruitment at any point of time without giving any prior notice to the candidate.

The hotel shall give a acceptance time of 10 days after the offer letter has been received by the

candidate. After 10 days it will send the offer letter to the second in line candidate (second best

option after the first candidate).

RECRUITMENT AND SELECTION PROCESS:

Final Offer made (1)

Final Interview & Reference checks (5)

Conduct Preliminary tests and general interview

Short listing of candidates (15)

Matching of Applicants with JD & JS

6

JOB DESCRIPTION & SPECIFICATION:

JOB TITLE: RESTAURANT MANAGER JOB CODE: 1000201

RECOMMENDED SALARY GRADE: VI JOB FAMILY: FOOD & BEVERAGES

DIVISION: FOOD LOCATION: HILL STATION

REPORTS TO: GENERAL MANAGER DATE: 31 MARCH 2012

SCOPE OF JOB: The person is responsible for generating revenue of $100,000 per month and is

also responsible for managerial duties as mentioned below.

QUALIFICATIONS, SKILLS AND EXPERIENCE REQUIRED:

EXPERIENCE:

5 years in any domestic 5 star hotel at equivalent post.

3 years in any International 5 star hotel at equivalent post.

QUALIFICATIONS & SKILLS:

Graduates from reputed hotel management schools. (desirable)

Graduates with experience in hotels or airlines.

Fluent in spoken English, Confident verbal and non verbal communication,

Assertive, makes a point without being abrasive

Passion for interacting with people

Self motivated

High levels of service orientation

7

SPECIFIC SKILLS:

Ability to interact with guests of varied cultural, social and ethnic origins.

Ability to be poised and composed in different situations.

Ability to converse comfortably on a wide range of topic.

Should know at least 3 international language

Above average analytical & problem solving skills.

Excellent motivational, team building, organizational & leadership skills.

Payroll, P&L management & cost control skills

DUTIES OF A RESTAURANT MANAGER:

Normally a five star hotel can have a separate restaurant manager, super chef, super bar-tender

and can segregate all the other posts with only 4 posts being monitored by a single person. So

the span of control is only 4 in case of well established restaurants. Some of the duties that

restaurant manager will have to perform are listed below. His/her duties are mainly segregated

in to general activities and specific activities.

Plan and direct the activities of places that serve food and beverages

Estimate how much food and beverage will be used, and place orders with suppliers

Total cash and charge receipts at the end of each day & deposit them in bank

Schedule staff work hours, making sure that peak dining hours are covered

8

GENERAL ACTIVITIES:

Maintain relationships with customers and staff.

Schedule staff work hours and activities

Evaluate health and safety practices against standards.

Inspect equipment and food deliveries.

SPECIFIC ACTIVITIES:

Resolve customer complaints about food quality or service. Since it is a restaurant hence

the quality of food and beverages is the major concern. The manager shall have to make

sure that the quality of food that is prepared and the beverages that are being served by

the restaurant meet the required standards as being set by the hotel.

Use computer software to monitor inventory, track staff schedules and pay, and

perform other record keeping tasks.

Monitor actions of staff and customers. Maintain an atmosphere where in no customer

shall wrongly misbehave with any of the staff or the support staff and staff as well the

support staff shall have good code of conduct.

Recruit, hire, and oversee training for staff.

Monitor food preparation and methods.

Recommend changes in the food menu depending upon the observations made from

the customers and with the help of various software (MIS-interpretation) tools that are

available

9

SOURCES OF HIRING:

EXTERNAL HIRING:

Consultancy firms: The consultancy firms will be expected to provide the

candidates from:

Rival hotels from domestic market

International candidates (working overseas)

Head-Hunters

Candidates from rival hotels (domestic market)

Online Job portals: These shall be taken care by the hotel itself. However this

shall only be used in order to search for international candidates and shall be

given last preference.

INTERNAL HIRING:

Promotions & Transfer: Since the firm has many branches, as a result the firm

can temporarily transfer a manager belonging to one branch or can promote a

candidate in other branch (say Assistant manager) to the new post (but that

candidate should also have the qualifications as mentioned in the Job description

and specification).

10

RECRUITMENT IN A PRIVATE BANK IN TIER-II CITY

JOBS AND POSITIONS:

Job: Relationship Manager

Position: 2

Level: Junior Manager

Requirements:

The candidate is a responsible for increasing the revenue by 2% by maintaining relationship

with existing clients & establish new clients (corporate & walk-ins).

JOB DESCRIPTION AND SPECIFICATION

JOB TITLE: RELATIONSHIP MANAGER JOB CODE: : B239571

RECOMMENDED SALARY: Rs. 4,00,000 p.a. JOB FAMILY: WORKING CAPITAL FUNDING

DIVISION: SALES LOCATION: AHMEDABAD

REPORTS TO: BRANCH MANAGER DATE: 31 MARCH 2012

11

Responsibilities:

As Relationship Manager a candidate will help people get the most from their money, make the

right choices and make their money work for them. Often working for a bank or building

society, candidate will be the number one resource for customers to get advice on their

account. This would range from their account details to advice on the best financial service for

them. He will have to assess each individual needs and accounts as well as

generating new business and clients.

Speaking with customers would be a large part of his day to day work, either over the phone,

on the internet or face to face. He would set up a meeting with them, discuss their financial

needs and details and keep records, negotiate over financial products and keep the customers

well informed and advised at all times.

It would be important for the Relationship Manager to keep up to date with the latest products,

services and financial laws so that he can give reliable advice. He will also be expected to meet

sales targets, by offering them to clients and also drawing in new ones to increase business.

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KEY RESPONSIBILITIES

Collection: Achieve collection targets by maintaining the collection process effectively

for all set of customer centers

Cash Management: Ensure that cash collected is deposited with the branch/bank the

same day.

Complete ownership of a portfolio of between app. 25 productive accounts. The

number of accounts managed may vary depending upon asset size of the portfolio,

geography covered, operational intensity and branches mapped to the RM. He is

face to the customer.

Responsible for the growth of the portfolio (organic and inorganic), ensuring targets are

met and there is availability of an increased revenue stream.

Cross sell: Promote new products/services launched by the company and improve

revenue per customer .Ensuring lead conversion of leads generated by branches. To be

on the permanent look out for cross sell opportunities within his domain.

Credit Management & Housekeeping: Primarily includes CAM preparations and timely

renewals, obtaining and closing deferrals, plant and site visits and preparation of call

memos, obtaining and deciphering stock statements, quarterly results, insurance. TOD

management.

Ensuring the quality of Portfolio: Be on the lookout for stress signs in the client

operations / activity and address them.

Marketing Initiatives: Implement effective marketing activities to improve revenue by

enhancing customer retention.

13

HOURS/ENVIRONMENT

Working hours would vary depending on whether the Relationship Manager is tied to a bank or

work as an independent Relationship Manager. He would work from nine to five, Monday to

Friday and possibly Saturday mornings. Evening and shift work is also quite common.

Working independently, He would have far more flexibility, and could meet clients in the

evenings or weekends. He would often be working from an office, but travel to meet clients and

attend meetings would be needed. The chance to work from home or on client premises is also

possible.

SKILLS AND INTERESTS

To be a good Relationship Manager, you must have:

excellent communication and listening skills

the ability to explain complex information clearly and simply

good sales and negotiation skills

strong Analytical and Judgmental capabilities

an interest in financial products and markets

good mathematical and computer skills

the drive and motivation to meet targets

honesty and a trustworthy manner

accuracy and attention to detail

the ability to analyse and research information

Interest in understanding operations, IT, TF and treasury functions

14

QUALIFICATION & SKILLS REQUIRED:

There are no set qualifications needed but one preferably needs to be already working in some

way within financial services to enter the role. He would often be taken on as a trainee or have

been promoted from another role in the bank.

Qualifications & Skills:

Min. PG in MBA (Finance-Marketing) or CA from ICAI.

B

Computer skills would also be needed, especially due to the increase of online banking.

Degrees in business studies finance and accountancy or related subjects are an

advantage.

Training

Training would usually take place on the job, working with experienced members of staff. The

candidate will need to be trained to understand all of the organisations products and services,

as well as its customers

He would also have continuous training for new financial products and procedures so he is kept

continually up to date with the current market.

Annual income

At the early stages of the Relationship Manager career within banking, a prospect would earn

between Rs. 3, 00,000 per annum to Rs 4, 00,000 per annum. With more experience and a large

client base, this would rise to between Rs. 4, 00,000 per annum to Rs 5, 00,000 per annum.

15

SOURCE OF HIRING:

External Hiring

Newspaper Ads :- Prominent English newspapers

Online Job portals

Employee referrals

B-school and ICAI campus recruits

Internal Hiring

Interns

Assistant Relationship Manager

From other branch

16

REFERENCES:

http://singapore.job-q.com/Senior-Relationship-Manager-7426.htm

http://jobsearch.naukri.com/job-listings-Relationship-Manager-Business-Banking-

Working-Capital-S2-Infotech-Pvt-Ltd-Mumbai-Indore-Allahabad-Bareilly-Chandigarh-

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