1.1

Overview

The receptionist is our first point of contact with the existing and potential customers. Receptionist is responsible for meeting, greeting and communicating with the customers. This person’s duties will also include providing relevant information about all the aspects of the products and packages we offer, taking the customer through the registration process, giving them a rough overview of the facilities we offer and the related costs to be incurred by the customer and support facilities. Also, it will be the receptionists’ job to assemble, prepare and complete all the paperwork for documentation and provide administrative support to the manager and connected operations.

Responsibilities and Duties

Meeting and greeting the guests Answering telephone generated queries and concerns Maintaining customer records New customer registration Providing walk through of our products, packages and facilities Maintaining cleanliness and presentation of the reception desk Help other area if and when required

Support to the Administration

Customer registration Related paperwork and documents’ maintenance Generating corresponding reports Daily mail and e-mail handling

Proficiencies and Expected Skills

Excellent telephone manner Superior language and communication skills (Verbal and Written) Fluent in English and Chinese (Desired, but not essential) Multitasking Ability to learn and inspire others Time management should be flawless

Analytical and mathematical skills (Basic) Microsoft office suite skills At least 50 words/minute typing speed Familiarity with office equipment like computers, copiers, faxes etc.

Attitude and Personality

Positive attitude towards work Great interpersonal and team communication attitude Honesty and punctuality Ability to appreciate a diverse work culture Tendency to learn the right way to do things and follow the same Flexibility and availability Patience and focus

1.2

Job description is a document representing in the public place what exactly is the company looking for in a candidate. Thus, it must be precise, concise and should cover all the criteria that must be met by those who wish to apply for it. It is therefore required that Human Resource Department head authorizes it personally before it can be published at various locations. HR manager, Laura will be the one to authorize it.

1.3

Throughout the process of advertising the job and recruiting the most suitable candidate, the only legal clause applicable is to provide equal opportunity to all the applicants. Decision must be made based on an individual’s skills and not on any other factors. Thus, to provide an equal employment opportunity, is a legal duty of all businesses in Australia and so is ours. Discrimination during selection on the basis of sex, culture, color, caste or religion is prohibited and is an offence. Job description is also a part of the process and hence, the same law applies to it.

1.4

JOB ANNOUNCEMENT

We at Bounce fitness, Australia’s leading health and fitness services provider, have a fantastic opportunity for an experienced receptionist to join our team. If you are a person who loves to stay fit and can inspire others to do the same, can work in a team and encourage a positive vibe among others, this job is for you.

About Us:

Founded in 2001 by Margaret House as a small aerobic studio we now have centers in Brisbane, Sydney, and Melbourne, with our head office in Cairns.

Bounce fitness was established for a sole purpose – encouraging the community towards health and wellbeing. It still stands firm. We see ourselves not as a gym but as a community health center. That is why we are committed to provide excellent fitness services, support facilities, training and aerobic classes at an international level at low prices. All our centers are operated on best business practice and comply with all legislative requirements, local by-laws and are registered with the national body.

We pride ourselves for our excellent customer service and product quality. Much of our time is invested in training the Centre staff to upgrade their professional skills and in customer service to foster a loyal member base. We believe that happy and content employees create happy and returning customer base. Through active participation, innovative learning and training techniques, a culture to help and care for each other and creating fun at work; we are always working hard to keep our employees satisfied and smiling.

About the Role:

As a receptionist, you are the first person a customer will approach. What you say and do represents what we, as a company, stand for and what a customer can expect form us. You are the first spokesperson and representative of our company. From our existing members to those who wish to seek information regarding our products, every one will require your assistance regularly. It is a role where you love to assist people and feel proud to do so. We are looking for the following characteristics in an individual for this role:

Outstanding customer service skills Great interpersonal skills Great attitude towards yourself and the others Fluent and flawless communication skills Patience and people handling ability Honesty and reliability Proactive nature and willingness to learn Strong work ethic and team spirit Ability to work in a multicultural environment

Minimum Requirements:

Fifteen (15) months of previous work experience in a similar role Microsoft Office usage (Outlook and Work most important) Typing speed of at least 50 words/minute Great on personal hygiene and presentation Healthy, active and energetic

Optional Requirements:

Verbal Chinese Experience in Fitness industry/ Clubs/ Health Centers Experience in customer service (direct) / experience in hospitality

This is a permanent full-time position and it requires working on weekends. Sometimes, public holiday work is also required but is paid for in accordance. All the clubs are closed for 2 weeks over Christmas and new-year.

Benefits of working with us:

Energetic and young team – full of positive energy and enthusiasm Opportunity to move within Australia working at different centers Great remuneration package and overtime payments Free on-duty meal and drinks provision Onsite parking for staff 40% discount on club’s membership 25% discount on all retail goods sold in store Membership transferable to other bounce Fitness clubs across Australia

How to apply:

Kindly forward your most recent and updated CV with a covering letter addressing the following:

Who are you? Why do you see this job as an opportunity for yourself? What qualities will you bring with you to our team? What are your expectations from a great workplace?

to, recruit@bouncefitnesssydney.com.au

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

Miss Sarah List @ +61-432937384

For details about us, our company and what we do, please visit our webpage at:

http://bounce.precisiongroup.com.au/account/login

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

1.5

SELECTION MARKING SCHEME / PASSING REQUIREMENTS

Selection Criteria Maximum Marks Passing MarksInterview 60 50

Verbal communication skills 10 9Interpersonal skills 10 9Time Management Skills 10 8Decision Making 10 8Positive attitude 5 5Work ethic 5 5Flexible 5 3Multicultural skills 5 3

Tests 25 19Written communication 5 4Typing speed 5 4Analytical/Problem solving skills 5 3Computer proficiency 5 4Office Equipment 5 4

Reference Check 5 5

Total 90 74

2.1

Interview Questionnaire

QUESTION Skill Weight

Briefly walk us trough your education and work background as you have mentioned in your resume starting with the most recent one.

Communication 10

As a requirement of the job, you might be required to stay back for a few hours or do some overtime. How comfortable are you with that? Are there any studies or other activities that might affect your flexibility?

Flexibility 5

Have you previously worked in a multicultural environment? What is your opinion on stereotyping and bullying people from other religions or with certain habits?

Multiculturalism 5

Have you left the current job/ position? If yes, why? If no, why do you want to?

Work ethics 5

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

Time-Management, Multi-tasking

5

When did you last find yourself multi tasking or dividing time between priorities? Exemplify!

Multitasking, Time-

Management5

How would you handle customers from different ethnicity? Have you done this before? What do you think are challenges and how would you create opportunities to serve them better?

Interpersonal 10

How will you handle the situation when you reach half an hour late for work early in the morning and customers have been waiting are obviously, not very happy to see you?

Decision Making

10

How will you try to get absorbed by the team or become and active part of it? How will you make others realize your potential as an individual and as a part of the team?

Positive attitude 5

Skills Test and Typing Test

Each candidate is required to visit the following weblink and go through the IQ test to be marked appropriately on their ability to solve problems and decision-making speed with accuracy:

http://www.funeducation.com/Tests/IQTest/TakeTest.aspx

In addition to the above, each participant is also required to pass a typing test available at:

http://www.typingtest.com/

Expectations

Skills/Ability Source Expectations

Written Communication Cover Letter

Precise Error-free Vocabulary Content

Typing Skills Online test 50 Words/min. < 5% Errors

Analytical/Problem Solving IQ and Math Test 60% Pass mark

Office Equipment Familiarity

Interview

Photocopier Fax Printing Batch e-mails

Computers/Technology Interview/References

Generic Questions

Reference Checks

Personal Attributes Interview

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

Venue

The interviews will be conducted at the center in either the manager’s office or in the lounge area where it is quiet and less formal.

2.2

Arrival

Applicants successful in their preliminary round of CV check will be invited for tests and ability evaluation. All the candidates will be called on the same day. They will be required to arrive in the foyer at the reception at the designated time (9:00-10:00). This will take place at the Sydney Bounce Fitness Center.

Here, they will be required to appear for the respective online tests. Since the tests are electronic, results will be published on the same day and the successful candidates will be declared. Those who have achieved passing scores will then be provided with a date and time for their interview.

Each candidate will be personally contacted for finalization of the interview date and time.

Greeting

The receptionist will receive all the applicants on that day at the reception and direct them to the lounge area. She will contact the center manager upon their arrival. Center manager will greet the candidates and briefly show them the center, its facilities, job they have applied for and induct them on the agenda of the day. Manager’s greeting would be, “Good Morning everyone. My name is ___. Welcome to you all and thank you for taking such interest in our company and this job.” Further, introductions and handshakes can be included.

Supervisor

Mr. Martin Saunders, the manager of the club will be conducting the whole process. He will be the in-charge of informing all the candidates and being personally available throughout the selection process.

Interview Room

One-on-one interviews will be conducted in the manager’s room or the staff meeting room. If all these are unavailable for any unforeseen reasons, quiet lounge room can be used for the same. Applicants will arrive at the reception on their interview day and will wait for further instructions from the receptionist who will be in regular contact with the interviewing manager.

The Panel

Center’s manager will be the in-charge. He may ask HR manager or head trainer to be present for wider-ranging questions during the interview.

2.3

Questions

Questions have to be accurate and open ended to give enough space to the candidate for reasons, explanations and thoughts. Center’s manager will focus on the personal attributes of the candidate, his knowledge, thinking and attitude. Head trainer will direct his questions towards the skilled side of the candidate focusing more on experience, OHS knowledge, phone manner and other job-specific activities.

Arranging and Finalizing Appointments

Interviews should be placed as close to the test week as possible to reduce time and costs involved in the selection process. Once the dates have been finalized, candidates will be contacted to allot day and time for their personal interview.

No more than three interviews should be conducted in ad day. Each one should take anywhere from 45 minutes to an hour. This time also includes 10-15 minutes of open discussion and Q/A session between the candidate and the panel. Thus, starting at around 10:00 in the morning would be recommended to have interviews finished by afternoon.

Documentation

Each interviewer will have the interview selection questionnaire and will mark the candidate individually against the allocated score. At the end of each interview, each interviewer will total the candidate’s score and provide it to the manager. This sheet will also have space to make personal comments during the interview or points to be discussed later.

With all the scores in his hand, the manager will average the score and publish a final score for the candidate, also mentioning his strengths and weaknesses identified. These can be used later to address the candidate if he/she has been rejected or not selected.

After the interview, interviewers can discuss among themselves the strengths and weaknesses of a candidate and his likeliness to be a part of the team. It is mandatory that each panel member discusses his/her personal views and that the panel agrees upon the same point of view about a candidate. Differences in opinions here or lack of communication will lead to long-term impacts, especially if that candidate is given the job in the end.

These interview forms will be signed by the manager and will be stored for at least next 6 months for legal purposes or future references. They will also be useful while doing the reference check if so may happen.

2.4

Unforeseen circumstances are just around the corner any day in businesses and their operation. If so happens that due to any such reason it becomes necessary to deviate from the planned path, it should be the manager’s first duty to get the job at hand done with minimum possible cost and time wastage. One of the following will have to be chosen:

Elimination of the origin of the issue Arranging an alternative resource Rescheduling the existing event

2.5

The administration office will hold a file designated to each applicant. This file, also called ‘Selection History’ contains the performance record of a candidate throughout the process. It consists of the following documents:

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

Having all this information at the tips will enable the manager to consider and re-consider the center’s preferences and an applicant’s suitability. It will be easier with all this information to make an informed decision and choose the best person for the job.

2.6

Reference check serves two main purposes:

Validate the information provided by the candidate Finding other employers’ perception of the candidate and his skills

Reference check is always short and should be very precise. It is the best way to analyze the candidate from a point of view of a different employer. Person conducting a reference check will be required to gather the following information about the candidate:

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

If the other employer has agreed to spare a few more minutes, further questions regarding the following may also be posed to explore a bit further:

Pressure handling Team bonding Ability to work without supervision Multi-tasking Flexibility Punctuality Absenteeism Customer attitude Weekend/ PH work availability Reliability

4.1

A selection report, as mentioned earlier, is a complete set of documents representing the performance of a candidate at different levels of the selection process. It contains what the company has necessitated and what the candidate has to offer against those specific requirements. Thus it is a set of documents showing an applicant’s abilities, skills, attitude, experience and other basic characteristics.

The people involved in the selection process with their genuine comments, feedback and information prepare these documents. Once gathered, all this information makes it easier for the manager to make his/her final decision. The selection report folder consists of the following documents:

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

Based on the process conducted over the past few days and scrutinizing all the details, the center manager has decided to offer Ankita Tyagi this job. Her test scores are as follows:

Interview – 57 Typing – 4 Analytical/Problem Solving – 4 Written communication - 4 Computer proficiency – 5 Office equipment – 5 Reference check – 5

Total = 84

Comments from the manager: Ankita has, by far, been the strongest applicant. With her flare for customer service, excellent communication skills, pleasant personality and easily visible warm attitude towards others (every time), she is sure to bring new assets to our team.

4.2

Letter Templates

Skills Assessment Letter

Dear [Name],

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

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

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

We look forward to seeing you.

Yours Sincerely,

Interview Invitation Letter

Dear [Name],

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

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

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

We look forward to seeing you.

Yours sincerely,

Letter to an Unsuccessful Candidate (Skills Assessment)

Dear [Name],

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

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

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

We wish you the best for your future endeavors.

Yours sincerely,

Letter to an Unsuccessful Candidate (Interview)

Dear [Name],

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

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

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

We wish you the best for your future endeavors.

Yours sincerely,

Letter to a Successful candidate

Dear [Name],

Thank you for attending the interview at our Sydney branch.

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

Please find your letter of offer attached with this email.

It contains the details of your induction as well.

Thank you.

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

We wish you the best for your future endeavors.

Yours sincerely,

4.3

As soon as the center manager has made a decision, on the final selection, HR department will be informed to inform and congratulate the candidate over the phone and through e-mail as well. The candidate will then be asked to arrive at the center to collect and sign the employment terms and conditions contract, his Superannuation, TFN and other related forms. The candidate would need to return a copy of signed contract to the HR within 5 working days.

The candidate will be advised of the initial training programs, information sessions and other job related details during his visit.

4.4

The initial responsibility after a candidate has been selected is the induction. Before the candidate can commence his/her job it would be necessary to provide him/her with all the initial information that would be needed to start learning the actual job. Thus, the induction program would include staff introductions, products, packages, staff and customer facilities, resources to be used, not-to-do’s, building and its accessible areas, fire and safety training, OHS regulations and other minor details.

Now that the candidate is almost an employee, he/she will be handed a copy of employment regulations act, policy and procedure manual related to his/her job and also a copy of union laws, if applicable.