1.

1
Role
As a receptionist you will ensure that the highest standards of customer service
and facilitation are maintained at all times. You are the first person our
members and interested consumers will approach for services, inquiries and
concerns. Your product and service knowledge should be impeccable and you
are a person of high personal standards. You are an enthusiastic individual, a
great team player and see yourself as a company spokesperson at all times.
Tasks and Responsibilities

Neat and tidy reception counter

Meeting and welcoming the customers
Handling telephone originated inquiries and concerns
Showing members clubs facilities and access areas
New member registration
Billing and account inquiries
Product delivery and services information provision
Assisting other team members as and when required

Administrative Assistance

New customer registration

Daily cash reports
Members access reports
New customer signup reports
Complains and complements sheet
Mail and e-mail handling
Storing relevant paperwork and bank reports

Expected Skills

Outstanding telephone manner

Excellent language and communication skills
Flawless English skills and Chinese (not essential)
Microsoft office knowhow
At least 45 words/minute typing speed
Familiarity with office equipment

Personal attributes

Honesty and reliability

Punctuality and self-awareness
Confidence and determination
Patience and positive attitude
Appreciation of multicultural workplace

1.2
Job description defines in detail the scope and scale of an employees duties and
responsibilities. This document is a legislative requirement and thus should not
be taken lightly. It should be detailed, precise and should cover all the relevant
areas. If an employee is asked to perform a task not in accordance with what
has been mentioned in the job description, he/she may refuse to do it and the
company can be questioned for that. Human Resource Department should
therefore take great care and time to prepare job description for all the positions
keeping in mind all the aspects of that position and how it is related to those of
the others and those tasks that may be asked to perform apart from the regular
duties of that employee.

1.3
Equal Opportunity Provision and Anti-Discrimination law is the most relevant
one that applies to the selection process. It states that all participants must be
given equal weightage regardless of their background, ethnicity, religion, caste,
culture, gender or colour. 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.

1.4
Job Advertisement
An excellent job opportunity has been created here at Bounce Fitness Health
Clubs for a bubbly, bright, confident and enthusiastic receptionist to join our
dynamic and energetic team. If you are a person who can work without
supervision, have confidence in your skills and abilities, love to stay healthy
and toned and have a little bit of experience in hospitality or a similar role, this
job is calling you.
About Us
Established in 2001 by Margaret House as a trivial aerobic studio Bounce
Fitness now boasts centres in Brisbane, Sydney, and Melbourne, with the head
office in Cairns.
Bounce Fitness intends to market its brand through excellence in service and
expertise to establish itself as a premier provider of fitness and wellness in
Australia. Much time is invested in training the Centre staff to upgrade their
professional skills and in customer service to foster a loyal member base.
Classes are innovative and varied with regular changes to routines and
activities. Bounce Fitness has developed choreographed fitness moves with
accompanying music, which is geared to the varying interests, needs and goals
of the member group. It is intended that all around Australia, gym and fitness
center members will continue to be enhancing personal performance through
classes designed and produced by this business. Classes are coupled with stateof-the-art fitness equipment to cater to those who prefer resistance training to
aerobic workouts. Additional free weights allow for use by even die-hard
lifters.
Proud of our excellent customer service, we wish to establish ourselves as the
prime providers to affordable fitness and well-being services to local Australian
communities.
The Role
The receptionist is our first point of contact with the existing and potential
members. Receptionist is responsible for meeting, greeting and communicating
with the customers. Your 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. It will also be your job to assemble, prepare and complete all
the paperwork for documentation and provide administrative support to the
manager and related operations. Consequently, following are the qualities we
seek in an individual who wishes to apply for this position:

Ability to work in a multicultural environment

Punctuality
Flexibility
Work ethics
Honesty
Responsibility and self-awareness
Energetic and proactive
Great communication and interpersonal skills

Mandatory Expectations

12 months experience in a similar role or in hospitality

MS Office suite awareness and command
45 Words/minute typing speed
Immaculate on personal hygiene and presentation
Fit, energetic and enthusiastic

Desired, not essential

Chinese or any European language
Fitness industry experience or knowledge
Direct customer handling experience/Call centre experience
The job is a full-time employment requiring the candidate to work over
weekends (rotated roster) and may be a few public holidays. All the centres are
closed for 15 days over Christmas and New Year.
Rewards of working with Bounce Fitness group
Dynamic and young team
Opportunity to move within Australia
Healthy remuneration package and overtime payments

Free on-duty meal and drinks provision

Onsite parking for staff
30% discount on clubs membership
20% discount on all retail goods sold in store
Membership transferable to other bounce Fitness clubs across Australia

How to Apply
Please forward your most recent and updated CV with a covering letter 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
10
10
10
10
5
5
5
5

50
9
9
8
8
5
5
3
3

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

25
5
5
5
5
5

19
4
4
3
4
4

Reference Check

90

74

Selection Criteria

Total

2.1

Interview Question Set

Question Area
Please take us through your education and work
history. Also mention the best learning experience
you have had in the recent past.
How comfortable are you with doing a 10-hour
shift, if required? It doesnt happen often. Do you
have any other engagements?
Why do you think it is important to work in a
multi-cultural environment? List some positives
and disadvantages.
Why do you want to leave the job you are in
currently? What do you think this job will provide
you if you are selected?
What, according to your knowledge, will be the
challenges you will face in this role? How will
you handle or resolve those?
What do you understand by multitasking? Have
you ever found yourself there? How do you
handle the pressure?
How would you communicate with people from
different ethnicity? How will you try to ensure
that you dont breach their personal and cultural
beliefs?
When did you make a mistake, which made you
feel embarrassed? How did you recover form it?
What is your strategy to become a part of a team
and make sure that everyone accepts you and
welcomes you to the team?

Criteria

Score

Communication

10

Flexibility

Multiculturalism 5

Work ethics
TimeManagement,
Multi-tasking
Multitasking,
TimeManagement

Interpersonal

10

Decision
Making

10

Positive attitude

Skills Test
It is compulsory for each candidate to visit the following web link and go
through the IQ test to be marked on their ability to solve problems and
decision-making speed with accuracy:

http://www.funeducation.com/Tests/IQTest/TakeTest.aspx
Typing Test
Also, each participant is also required to pass a typing test available here:

http://www.typingtest.com/
Expectations from the Selection Process
Test
Written Communication
Typing Skills
Analytical/Problem Solving
Office Equipment
Familiarity

Computers/Technology

Personal Attributes

Reference

Demands
Clear
Cover Letter
Error-free
Vocabulary
50 Words/min.
Online test
< 5% Errors
IQ and Math Test
60% Pass mark
Photocopier
Fax
Interview
Printing
Mail Merge
Generic
Questions
Interview/References
Reference
Checks
Simplicity
Smiling attitude
Confidence
Maturity
Sincerity
Experience
Interview
Knowledge
Persistence
Focus
Determination
Attitude
Adaptability

Venue
The tests will be conducted at the Sydney Fitness Centre in the conference
room. The interviews will take place in the Centre Managers office or
conference room, whatever is available.

2.2
Arrival
HR department and the centre manager will go through the resumes of the
candidates and select most of them based on their experience and cover letter.
These applicants will then be called for their skills and typing test. Applicants
will be given and date and time to arrive at the fitness centre. All the candidates
will be called on the same day.
They will be required to arrive in the foyer at around 10:00am and see the
receptionist who will direct them to the waiting lounge. From there, they will
be given access to computers where they can perform these tests. As the tests
will be held online, the candidates will receive their results immediately and a
list of those who have passed will be published. The successful candidates will
be personally contacted in next few days to finalize the date and time for their
personal interviews.
Introduction and Greeting
The manager of the centre will be present in the foyer when the applicants
arrive in the morning for their tests and ability assessment. He/she will carry
out the introductions, welcome and thank the candidates for taking time to
appear for this selection process. He/she will also take them on a quick tour of
the centre and show them around its services and facilities. The manager could
use the following greeting, Good Morning everyone. My name is ___.
Welcome to you all and thank you for taking such interest in our company and
this job.
In-Charge
The manager of the Sydney bounce fitness centre, Mr Martin Saunders will be
the supervisor of this whole selection process and must avail himself at each
step of the process. His presence and involvement ensures that each candidate
will be scrutinised to a sufficient level and he also provides a source of
inspiration to all the candidates.
Interview

One-on-one interviews will be conducted in the managers room or the staff

conference room, whatever is available. 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.
Interview Panel
Centres manager will be the head of this process. He may ask assistant
manager or the HR manager or head trainer to be present for wider-ranging
questions during the interview.

2.3
Questions

Open ended
Accurate and relevant
Should provide space to the candidate for thinking and reasoning
Manager will explore the candidate for attributes, knowledge and
attitude
Other panel members will focus on skills, abilities and experience
OHS knowledge, phone manner and job-related abilities should also be
discussed
Availability and flexibility should be discussed as well
Interview Appointments
Should be conducted closer to the test week
Candidates should be called twice to confirm date and time to prevent
costs and time loss
All the panel members should be available during those days
Each candidate should be allowed around 45 mins-1 hour for interview
Interviews should start no later than 10:00 in the morning
No more than 3 interviews in a day
Each candidate should be allowed around 10-15 minutes for questions
and concerns, if any
Documenting the Interview

 Each panel member is given a questionnaire module which should be

adhered to
Each panel member will score the candidate individually
Question sheet will have space for personal comments and
recommendations from the members
At the end of the interview, the candidates performance should be
discussed and sheets should be given to the manager
The manager will average the candidates score and publish a final score
All the aspects of the candidates experience, skills, presentation and
prospects should be discussed
Difference in opinion should be addressed and resolved there only
These sheets have to be retained in files for at least 3 months
They will also help the manager to make a final decision

2.4
If any unpredictable situations hinder the normal or planned course of the
selection process, it becomes necessary to find an alternative as the process
cannot be terminated or dissolved altogether. It should be the managers first
duty to get the job at hand done with minimum possible cost and time wastage:
Eliminate the source of problem
Find and alternative solution
Reschedule the event if nothing can be done

2.5
Selection Record is a folder maintained by the HR or admin department for
each candidate. This folder will have the candidates resume, cover letter, and
results from his online tests and interview comment sheets from the panel
members. It is therefore, a complete set of the candidates performance so far in
the process and makes it easy for the manager to make a final decision based
on the available information or even to compare two candidates if necessary.
This folder contains 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

2.6
Reference check is an important part of the selection process as it enables the
manager to know what other employers think of the candidate and his
performance. It can also bring up details which otherwise might have always
been hidden or unknown. Reference check is done not only to validate and
confirm the information provided by the candidate but also to find other
employers perception of this candidate. Person conducting a reference check
will be required to gather the following information about the candidate:

If the
well:

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
time allows and the referee is willing, the following would be helpful as
Pressure handling
Team bonding
Ability to work without supervision
Multi-tasking
Flexibility
Punctuality
Absenteeism
Customer attitude
Weekend/ PH work availability

4.1
As discussed earlier, selection report is a complete set of notes prepared in
regards to an applicants performance throughout the process of selection. It
shows how the candidate has performed at various levels of the process and his
feasibility as a potential employee. People, who are qualified and experienced
enough to judge a candidate for various aspects, provide their genuine feedback

on his performance and prepare the documents contained in this folder. Thus it
is a portfolio of documents showing an applicants abilities, skills, attitude,
experience and other basic characteristics. 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

Through the whole selection process for the job of receptionist, Mr Saunders
has decided to offer the job to Miss Ankita Tyagi. Below are her scores on
various criteria:

Interview 58
Typing 4
Analytical/Problem Solving 4
Written communication - 4
Computer proficiency 5
Office equipment 5
Reference check 5

Total = 85
Comments: Ankita has been the brightest candidate throughout the process. Not
once did we have to doubt her abilities. She is very well seasoned to work in a
team like ours and will definitely bring something we dont already have in our
centre. We wish her good luck and welcome her aboard.

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 centre 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 endeavours.
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 endeavours.
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 endeavours.
Yours sincerely,

4.3
Centre manager will make his final decision and inform of the same to the HR
department. HR manager will contact the successful candidate through
telephone to congratulate and invite him/her for the required paperwork and
documentation. The employee now will be asked to sign a copy of contract and
register for things such as TFN, Superannuation and union membership, if
desired. On the same day HR will also arrange for the employees initial
induction and training sessions that he/she must go through before commencing
the actual job on the floor.

4.4
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.
HR is responsible for the following before an employee can be sent on the floor
to perform what he/she has been hired for:

Induction
Training
Company history and work philosophy
Job specific training
On-the-job training
Mentoring
Probation period
Assessments and performance appraisal

OHS regulations
Union membership and requirements
Facilities and member areas
Staff facilities, perks and not-to-dos
Membership and floor responsibility