Internal Management Report

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Name: Niamh Kenny

Module: Business Management

Code: B30139

Tutor: Joyce Trimble

TABLE OF CONTENTS

01. Introduction

02. Recruitment Methods

03. Selection Methods

04. Induction

05. Conclusions/Recommendations

06. Bibliography

07. Appendix

.0 Introduction

I am a second year student of Applied Languages and Information Technology. I have been assigned an Internal Management Report on the recruitment, selection and induction training methods of a company. I have chosen Hertz International Reservations Call Centre in Swords, Co. Dublin as I recently completed a week on work placement there.

While on work placement there, I learnt about how the call centre operates and the selection and training procedures. In my assignment I will give a report on my findings.

2.0 Recruitment Methods in Hertz

The main part of recruitment in Hertz is done through recruitment agencies. The agency in which Hertz use is 'Richmond Recruitment'.

The other means of recruitment is by accessing applications on file. These present application forms may be postal CV's, emailed CV's or Internet applications. Applications can be made directly to Hertz on their website at www.hertz.com or www.hertz.co.uk.

From time to time newspapers are also used as a way to recruit staff. Internal recruitment, i.e. positions for Team Leaders/Market managers is also popular within Hertz call centre.

3.0 Selection Methods

3.1 Curriculum Vitaes

All CV's which are received by Hertz are screened by the recruitment team and/or Team Leaders. The qualities and competencies in which they look for in a CV are:

* Customer service skills and experience, including an ability to work well with the public and an ability to adopt a customer perspective.

* Technical skills, including proficiency with computers, systems and keyboarding skills.
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* Strong verbal communication skills, including good voice quality, diction and articulation.

3.2 Interviews

After the process of the selection and elimination of CV's, the unsuccessful applicants are sent a letter within weeks. The agencies are also notified. The accepted candidates are notified with a date and time of interview. There are usually two interviews given. The recruitment team does the first interview although depending on the position and CV. The second is performed by a Team leader/Manager with a recruitment panel.

The same questions are asked of all candidates (so that valid comparisons can ...

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