Human Resource Management, Sales, and Marketing: A Guide for Business Efficiency and Effectiveness

Task 1 Job description and interview

Understand and apply practices of Human Resource Management, Sales and Marketing to support business efficiency and effectiveness.

a. Write a job description for the front-of-house service employees. (For reference, front-of house refers to the role of barista and wait staff.)

(i) Job title,

(ii) Reporting lines,

(iii) Role purpose,

(iv) Key duties, and

(v) Qualifications required. (10 Marks)

b. Based on the job description, write four interview questions for the front-of-house role and briefly describe the critical response you would be looking for in each question.

• Maintaining relationships with external stakeholders, e.g., customers or suppliers

• Managing relationships with internal stakeholders, e.g., management or employees

• Effective and efficient performance of the cafe, e.g., stock control or quality management

• Improving the effectiveness of the cafe, e.g., upselling product (5 Marks)

c. As part of a behavioural interview process, Annabelle would like to present a scenario to the 'potential employee' that would highlight their problem-solving and communication techniques within the answer given. Develop a short scenario (recommend 200 words) that Annabelle can use in the interview process and briefly describe the methods that have been considered in writing the scenario. (5 Marks)

Identify two suitable sales KPI's that Annabelle could use for café Aotearoa. For both KPI's include the following: state the KPI and explain why each KPI is relevant to the café, how each KPI could be measured (consider the time of year and frequency), and how could the information be used for future marketing decisions/ideas? (5 marks)

a. Create a 6-month training schedule that incorporates staff training, and development needs that you consider are important. Your training schedule needs to include a reference to the two KPI's used in task 2. You may consider the needs and development of the existing employees individually or collectively where appropriate.

b. Considering your completed training schedule, explain how the schedule links to the operational effectiveness of the cafe. (3 Marks)

Internal marketing can be an effective part of external branding and marketing efforts. Name three ways in which relationships between Cafe Aotearoa's management and its employees could contribute to its internal marketing. (5 Marks)