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 persons 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 individuals 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, Australias 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 bylaws 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 clubs 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

Maximum
Marks

Passing
Marks

Interview
Verbal communication
skills
Interpersonal skills
Time Management Skills
Decision Making
Positive attitude
Work ethic
Flexible
Multicultural skills

60

50

10
10
10
10
5
5
5
5

9
9
8
8
5
5
3
3

Tests
Written communication
Typing speed
Analytical/Problem solving
skills
Computer proficiency
Office Equipment

25
5
5

19
4
4

5
5
5

3
4
4

90

74

Selection Criteria

Reference Check
Total

2.1
Interview Questionnaire

QUESTION
Skill
Weight
Briefly walk us trough your education and work
background as you have mentioned in your
Communication
10
resume starting with the most recent one.
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
Flexibility
5
there any studies or other activities that might
affect your flexibility?
Have you previously worked in a multicultural
environment? What is your opinion on
Multiculturalism
5
stereotyping and bullying people from other
religions or with certain habits?
Have you left the current job/ position? If yes,
Work ethics
5
why? If no, why do you want to?
What, according to your knowledge, will be the
Timechallenges you will face in this role? How will
Management,
5
you handle or resolve those?
Multi-tasking
When did you last find yourself multi tasking or
Multitasking,
dividing time between priorities? Exemplify!
Time5
Management
How would you handle customers from different
ethnicity? Have you done this before? What do
Interpersonal
10
you think are challenges and how would you
create opportunities to serve them better?
How will you handle the situation when you reach
half an hour late for work early in the morning
Decision
10
and customers have been waiting are obviously,
Making
not very happy to see you?
How will you try to get absorbed by the team or
become and active part of it? How will you make
Positive attitude
5
others realize your potential as an individual and
as a part of the team?
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 decisionmaking 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

Written Communication

Cover Letter

Typing Skills

Online test

Analytical/Problem Solving

IQ and Math Test

Office Equipment
Familiarity

Interview

Computers/Technology

Interview/References

Personal Attributes

Interview

Expectations
Precise
Error-free
Vocabulary
Content
50 Words/min.
< 5% Errors
60% Pass mark
Photocopier
Fax
Printing
Batch e-mails
Generic
Questions
Reference
Checks
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 managers 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. Managers 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 managers 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

Centers 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. Centers 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 candidates 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 managers 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 centers preferences and an applicants 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 applicants 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-dos, 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.