Preparing for the workplace - Flight Centre Travel Academy Industry Support... · Organisations...

© Laureate International Universities 2016

Preparing for the workplace

BIZ102FC Understanding People & Organisations

Module 7


Overview• The employment process

• Resumes – the basics and the break down

• Finding & reviewing job vacancies

• Applications

• Interviews • Phone

• In-person

• Assessment Centres

• Industry Insight: Virgin Australia

• Employment offer

• Ongoing career growth• Professional networking groups

• Career development plans

• Summary


“Choose a job you love and you will never

have to work a day in your life.”

- Confucius


The employment processWhilst the prospect of job-hunting may be exciting forsome people, it may be terrifying for others. Once you’vefound a vacancy, the task of preparing a resume,completing an online application and attending aninterview can be hard work. Sometimes, it can even bedifficult to know where to start.

Here’s a basic guide to the employment process through tobuilding and expanding your career.

Build and expand your career

Accept the job offer

Interview for the role

Complete an application

Research job ads

Write your resume

Understand your needs, wants and abilities


ResumeA resume is a written compilation of your education,qualifications, work experience and achievements. As mostorganisations require a candidate to submit a resume as apart of their applications process, a resume document reallydoes become a ‘first impression’ that a candidate provides arecruiting or hiring manager. It’s imperative, for a positiveoutcome, to put time and effort into developing andmaintaining an updated, accurate resume.

R E

S U

M E

B

A S

I C

S Look for keywords in job ads

Review resume examples for tourism

Use a professional font and layout

Start with relevance and importance

Pick your language

Highlight your achievements

Select your references

Proof-read and edit


Resume: broken down• Personal Details

• Name

• Suburb, Postcode

• Contact details: Email and mobile

• Professional Summary• Short statement of 1-2 sentences briefly describing the

current position of the candidate

• May include experience to date or may alsocommunicate the employment being sought

• Skills• 4 - 5 skills or behaviours that accurately describe the

candidate ability or experience

• Education• Includes the qualification, institute and date (year) of

completion

• Travel• Relevant for travel industry positions only


Resume: broken down• Work Experience

• Employer name

• Position title

• Suburb, State

• Period of employment

• Role responsibilities & Achievements

Work Experience is often considered the mostimportant part of a resume and often the first placethat a recruiter or hiring manager will review.

The responsibilities should highlight thetransferable experience that each position hasinvolved that offers skills to the position that isbeing applied for.

Keep each position concise by including only thetop 3 or 4 most relevant lines of experience.

• References• Provide 2 contacts that will offer positive feedback

• An alternative option may be to advise thatreferences are available upon request


Resumes: Insight from a recruiter• #1 TIP - Keep to the employer's submission requirements. Above all, you won't get noticed if you don't follow all

of the specific requirements that have been instructed in the job description. Often both resumes and coverletters are requested in a certain file format (doc, pdf, docx, rtt). Sometimes advertisements requestapplications be sent or addressed in a particular way. Adhere to these, and you'll be one step ahead of othercandidates who didn't bother to tune into this detail!

• Take out the ‘Objective’. Seeing that you're already applying for the job, it should be obvious you want it.Generally you will include your motivation for the job in a cover letter or online application.

• Brief is best. If it doesn't fit on one to two pages - it's not worth writing about! Make sure you include specificskills that are relevant to the job you're applying for, even if that means adjusting your resume for each newapplication.

• Leave it off. Age, marital status, religion and nationality. All of this information is now illegal for your employer toask you, and there's no need to include it. An address, a suburb and postcode will suffice.

• Make it clear and straightforward. Use simple text in one modern, standard font that is easy to read, and thateveryone can understand. Avoid writing in first or third person. For example, instead of writing "I managed a teamof three", or "Sarah managed a team of three" rather write "responsible for managing a team of 3" in concisebullet points below headlines where necessary.

• Avoid using cluttered or complicated layouts. Headers, footers, tables or other items may not look right whenviewed on different computers with varying software versions. Make sure you also run a spell check to pick up anyerrors - a big mistake that is easy to avoid! PDF is always recommended.

• Be professional and discreet. [email protected] might have been ok email address when you were 18 butit’s not ok for a professional job application now. It might be worth your while setting up a new one for thepurpose of your job applications. Avoid using your current work email address – it’s not a good look.


Finding a job vacancyJob sites

From Seek to Indeed, Jobsearch and CareerOne, there are a large numberof websites where organisations (both employers and job serviceagencies) post job vacancies. Many of these provide personalisedsubscriptions where you can register for notification for job types andlocations or better yet, upload your resume or post your job skills andemployers can find you!

Organisations Careers pages

Many organisations (especially large ones) that have their own internalrecruitment teams are turning to their own company websites to post jobvacancies. These organisations will generally also provide moreinformation about the type and variety of positions within their businessand may also provide details around benefits, company culture and theirrecruitment process. These provide a candidate with an abundance ofvaluable information both before and during the recruitment process.

Recruitment Agencies

Within the tourism industry, recruitment agencies mainly work withexperienced candidates looking for new opportunities within theindustry.


Reviewing a job adTo know whether you meet the requirements of a position, you need toread and understand the job ad. Employers will usually include the mainresponsibilities of the role and also the key behaviours they’re wantingfrom a candidate.

The key to understanding whether you meet the requirements of the job,lies in your ability to identify your own transferable skills and experienceand match them to a position that desires them.

For example, an employer may be looking for a Sales Consultant and ifyou’ve not held the title of Sales Consultant previously, you may feel thatyou’re not suitable for the position however this may not be the case.

Consider the activities and behaviours that a Sales Consultant requires.For example their activities usually include communicating withcustomers, working towards targets or goals and even responding tocustomer queries. Desirable behaviours generally relate to theseactivities and may include drive, persistence and resilience. Now, reviewyour work experience and regardless of the position titles that you’veheld, identify if you have experience communicating with customers,working towards targets or responding to customer queries. Now, thinkabout positions where you’ve demonstrated drive, resilience andpersistence. You might be pleasantly surprised to find out that youcompletely meet the requirements for the position.


ApplicationsTo apply for a vacancy, a candidate will generally need to submit a CoverLetter and Resume or complete an online application and upload theirresume. Many positions within the travel and tourism industry todayrequire the latter however the same information that goes into a CoverLetter will generally be requested in an online application.

The information on an application is quite general however it is importantfor a candidate to convey to a recruitment manager, that reviewsapplications, how they meet the basic requirements of the position vacant.

The basic requirements come from the experience and key skills orbehaviours that are defined in the job ad. Ensure you reference how youmeet these requirements by checking your responses against the needs inthe ad. For example, if the job refers to customer service skills, it would bebeneficial to include any experiences or achievements you have previouslyhad in relation to dealing with customers.

Should you be required to submit a Cover Letter, be sure to clearly explainyour motivation in applying for the position (why you’re applying) beforeaddressing the key points from the ad. It is also recommended that youinclude brief information regarding what appeals to you about working forthat particular organisation – so be sure to do your research!

6 Rules for a Cover Letter:

1. Address the hiring manager

2. Include the position of the title and ifapplicable, the job vacancy reference

3. Be clear and direct as to why youshould be selected for the position

4. Match your skills, experience andknowledge directly to the role

5. Show interest in the company

6. Include a professional and formal close.


InterviewsCongratulations! You’ve scored an interview! Now comes the challenging (or rewarding) part of the process. An interview isyour opportunity to explain to a recruiting or hiring manager why you are the best person for the position.

Depending on the organisation, interviews in the travel and tourism industry today can take many different forms.Organisations that employ large numbers of new employees will generally conduct Assessment Centres whereas smallerorganisations or more specialist roles, may interview following a more traditional format.

There may also be different stages of interviews. For example, many organisations will conduct brief phone interviews toscreen candidates to find out if a candidate meets the basic requirement of the position, before progressing them into aface-to-face interview (which may also be virtual).

To understand how to put your best foot forward at an interview, we’ll look at each type of interviews separately.

Phone Interview In-person Interview Assessment Centre


Phone Interviews

Questions that may be asked on a phone interview:

• What motivated you for this position? Why did youapply for this role?

• What is your perception of the role? What do you thinkyou’ll be doing in the role?

• Tell me a little about yourself / your experience / whyyou’d be the best person.

Phone interviews are generally quite brief, usually last for 5-15mins and are generally conducted for three reasons:

1. To confirm that you meet the requirements of the positionand clarify any missing elements from your application

2. Understand your motivation for the role, your perceptionof the position and review your transferable skills andexperience

3. Clarify your ability to complete the hours required andpossibly check that your salary expectation is within theoffered range.


In-person interviewsIn-person or face-to-face interviews are probably the mostpopular and oldest form of information collection that arecruiter conducts to get to know a candidate and assess theirsuitability for a position.

Most of these interviews will include behavioural questions.Behavioural questions are based on the premise that pastbehaviour is the best predictor of future behaviour – and thatwhy they are so often asked, because an interviewer wants toknow that the candidate has demonstrated the requiredcompetencies of the position that they are recruiting for.

These types of competency-based interview questions typicallybegin with the phrase, “Tellme about a time when…”.

The key to successfully answering behavioural interviewquestions is to not only understand what skills and expertiseyou bring to a role, but most importantly, being able to back upyour claims with real examples from your previous experience.

Link: https://www.youtube.com/watch?edufilter=NULL&v=ZKGTFC4QnWo

Career guru Aimee Bateman shares her top jobinterview tips to help you impress your potentialemployer during your next interview. As part of ourcareer boot camp show The Job Academy, Aimeeoffers tips on how to do your research, how to presentyourself and what questions and answers to expect.

Source: The Job Academy. (2013)

https://www.youtube.com/watch?edufilter=NULL&v=ZKGTFC4QnWo


Industry Insight: Virgin AustraliaWhat type of interview questions do you ask at VirginAustralia?

At Virgin Australia, we pride ourselves in matching the rightperson to the right job. To help us select the right person, weundertake behavioural interviewing. Behavioural interviewingallows us to determine how a candidate will perform theirduties based on their prior behaviour in the workplace.

How would you recommend a candidate prepare for aninterview with Virgin Australia?

Create a good first impression: Groom for the occasion and actin a professional manner. Ensure you arrive on time and haveprepared any documentation required from you.

Research the business and role. Take the time to understandthe working environment of our business and the role. Preparefor any likely questions you may be asked about the role.

Structure your responses. Think about the question beforejumping to a response; structure your responses by describingthe situation, what action you undertook and the result ofyour action.

Source: Virgin Australia. (n.d.).


Assessment CentresLarger organisations within the travel and tourism industry willgenerally conduct Assessment Centres rather than individualone on one interviews. Assessment Centres are generally usedas part of a broader bulk recruitment process because itprovides an opportunity to assess a candidate across a range ofactivities, in an environment that simulates real workplacescenarios.

Assessment Centres are very common in entry-levelrecruitment – especially with mid to large employers whorecruit higher volumes of candidates. Employers use anAssessment Centre in recruitment for a range of reasons. Themain benefits being:

• It is highly valid (when used appropriately)

• It enables an employer to compare a group of candidates with each other

• It can be mapped across multiple competencies

• The multiple activities provide an opportunity to see a candidate in a range of situations and formats

• It more closely simulates real workplace scenarios

• It provides the employer and candidate a good opportunity to communicate via a two-way process


A typical Assessment Centre• Introductions & Briefing – a chance to meet those around you and learn about the day ahead

• Group Activity – used for both an ice-breaker and as an opportunity for recruiters to observe how candidates interact with others

• Overview of the position – providing information about the position to educate candidates about the requirements

• Assessments – these may be written, oral, online or group work. They will generally be based on key skills required in the position

• Organisation information – a chance to hear about the benefits of working for the organisation and also may include informationabout the company culture.

• Interviews – may be conducted one on one or in a panel environment (1 recruiter : 3 or 4 candidates or vice versa). A chance forthe recruiter to ask behavioural based questions

• Wrap Up – candidates are often given the opportunity to ask any final questions and advised of the following stages of therecruitment process before leaving.

Where large numbers of candidates attend, there may be a point during the session where unsuitable candidates are advised thatthey’re not suitable for the position and will not continue in the Assessment Centre.


Interviews – the hidden elementsRegardless of the type of interview, recruiters and hiring managers willalways be looking to gauge your suitability for the position vacant. Inaddition to the interview questions and assessments that a candidateundertakes there are also a number of other elements that the recruiterwill be taking into consideration – these elements are sometimes referredto as ‘the hidden elements’ of a recruitment process.

These elements include aspects such as:

◊ Punctuality – make sure you arrive 5-10mins prior to your scheduledinterview

◊ Presentation – your attire should also be smart and appropriate. Alsoremember your personal hygiene! Jeans are never appropriate for aninterview!

◊ Professionalism – this includes the language, how you conduct yourselfand how you interact with those interviewing you and those around you

◊ Communication – remember to always speak clearly. If you don’t understand a question, ask for it to be rephrased.Maintain eye contact and use peoples names.

◊ Interest – research the organisation before your interview and be prepared with genuine questions. Smile when you’reintroducing yourself, listen to others and show your enthusiasm towards the role – but avoid going over the top!


More interview advice

Job Interview Etiquette

Anna Post shares her advice on etiquette that is a conversation with someone that could be the most life-changing experience that you ever have!

Link: https://www.youtube.com/watch?edufilter=NULL&v=NKBlWanXzGE

Source: TED-Ed. (2013 )

https://www.youtube.com/watch?edufilter=NULL&v=NKBlWanXzGE


Employment offerWow! You’ve been offered the job, well done! Just before you rush to sign thatcontract, there are a few things you need to be informed about. Look out forthe following:

1. Dates & Times – pay close attention to the start date, hours of workingand take note of the annual leave policy. Ensure you’ve advised theemployer of any holidays you may have booked in the coming 12 months.

2. Base Salary – ensure the figure on your contract matches what you’vebeen told. If it doesn’t, discuss it with the recruiter / hiring managerbefore signing.

3. Bonuses – if the role includes a bonus, incentives or commission, makesure you understand how and when this is (or isn’t) paid.

4. Confidentiality – know what you’re allowed to say and what you’re not.Working in the travel and tourism industry, you may be exposed tosensitive information which if released, may have severe consequences.

5. Probation Period – the period of time from when an employee is firstemployed which allows either the employee or the employer toterminate the employment for any reason.

6. Specific Requirements – these may include things such as additionalhours or mandatory training and completion of qualifications.


Professional networking groups

A professional network is a group of people who have connected with one another for

career or business-related reasons. Members, who are called contacts or connections, can share information which may include, but is

not limited to, job leads.

Young Tourism NetworkThe Young Tourism Network (YTN) is a not-for-profit

organisation that was established in 2005 with the aim to provide students and new entrants the opportunity to

learn and grow through professional development workshops and networking opportunities, gaining

valuable knowledge and building strong relationships across the broader industry. Anyone can join YTN! There is no age restriction and our network is relevant to those in

the tourism, travel, hospitality, events and accommodation sectors.

Womenwise (A Flight Centre Travel Group network) Established in 2015 by a group of Flight Centre’s senior

female leaders to inspire all women by showcasing opportunity, providing role models and offering

structured support to create gender balance in all leadership teams across FCTG. Their aim is to inspire

women across the FCTG network. FCTG’s global workforce is 75% female and they have a network of strong, fierce

women leading their businesses around the world. Womenwise recognises the achievements through ‘The 4 C’s’: Celebrate, Connect, Collaborate, and Create Change.

Travel Industry Mentor Experience (TIME) A not-for-profit organisation established in 2009 to help

ambitious, aspiring leaders of the Travel , Tourism, Hospitality and Aviation industry accelerate their careers

through mentoring. The program operates within a structured mentoring and peer collaboration framework

to deliver agreed outcomes for each participant. The Mentor’s role to hold his or her Mentee accountable, to

offer challenging ideas, new ways of thinking and to inspire, as well as building Mentee self-confidence

through encouragement and constructive feedback.


Career development planA Career Development Plan is a written list of the short andlong-term goals that employees have pertaining to their currentand future jobs, and a planned sequence of formal and informalexperiences to assist the employees in achieving their goals.These goals should be linked to each person's strengths andpotential.

Ultimately, the purpose of a Career Development Plan is toassist employees in achieving their goals. In doing so, anorganisation also increases the likelihood of retainingemployees, because employees recognise that managers havehelped employees achieve their career goals within theorganisation, rather than employees believing they need toleave to pursue these goals somewhere else.

The Career Development Plan also helps employees set realisticexpectations of career growth by suggesting timeframes forcertain milestones to happen (like promotions) and identifyingareas that employees need to develop before becoming eligiblefor their next career milestone. Note, too, that CareerDevelopment Plans are just plans; they do not represent careercommitments to the employee nor the Manager or Supervisor.

Source: NCDA. (n.d.).


Summary• An employment process can be confusing and difficult however can reap huge rewards

• The resume is a candidates first opportunity to demonstrate the skills and experience they can bring to a position and anorganisation

• A recruiters’ most important tip is to keep an application to the employers’ submission requirements!

• Job vacancies are most commonly listed on job sites, organisations websites and through recruitment agencies

• It’s important to understand what an employer is looking for in a candidate by identifying the requirements details in thejob ad

• Phone interviews are generally conducted to confirm a candidates application details and gain more of an insight intowhether the candidates meets the basic requirements of the position

• In person interviews allow a recruiter or hiring manager to further understand the skills, experience and competencymatch that a candidate can offer. To find out these requirements, behavioural questions are commonly used.

• Assessment Centres are commonly used by larger organisations and provide an opportunity for the employer to observecandidates undertake a number of job-related activities

• There are a number of considerations that should be reviewed prior to signing an employment offer, these includereviewing the salary and bonus structure of the contract and also the specific conditions of employment

• Ongoing career growth often involves career development plans and professional networking groups.


BibliographyNCDA. (n.d.). The Career Development Plan - A Quick Guide for Managers and Supervisors. Retrieved from https://associationdatabase.com/aws/NCDA/pt/sd/news_article/6420/_PARENT/layout_details/false

TED-Ed. (2013). Put those smartphones away: Great tips for making your job interview count - Anna Post [Video file]. Retrieved from https://www.youtube.com/watch?edufilter=NULL&v=NKBlWanXzGE

The Job Academy. (2013). Expert Job Interview Tips from Aimee Bateman - The Job Academy | Totaljobs.com [Video file]. Retrieved from https://www.youtube.com/watch?edufilter=NULL&v=ZKGTFC4QnWo

Virgin Australia. (n.d.). Our Recruitment Process. Retrieved from http://www.virginaustralia.com/au/en/about-us/careers/our-recruitment-process/

https://associationdatabase.com/aws/NCDA/pt/sd/news_article/6420/_PARENT/layout_details/false

https://www.youtube.com/watch?edufilter=NULL&v=NKBlWanXzGE

https://www.youtube.com/watch?edufilter=NULL&v=ZKGTFC4QnWo

http://www.virginaustralia.com/au/en/about-us/careers/our-recruitment-process/

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