Impacts of the COVID-19 global pandemic

As part of a new initiative to recover from the impacts of the COVID-19 global pandemic, a large

government tourism and hospitality organisation is establishing new “Tourism Centres” across Australia. The Tourism Centres will provide tourism information, vacation planning and transport booking services directly to domestic and international tourists, for the next two years or as long as needed. The retail Tourism Centres will be located in major shopping centres and large regional towns. Reflecting Australia’s states and territories, eight Area Managers across Australia will oversee the operations, with 15 to 20 sites each. To cover all retail hours including weekends, a small team in each site is expected to include:

One site supervisor with operational and people management experience and superior tourism- related expertise including flight bookings, hotel reservations, vacation planning, problem- solving, able to consult with a wide range of internal and external stakeholders.

Ten to twelve tour advisors. Tasks include providing travel, accommodation and hospitality advice to phone, email and walk-in clients, and managing electronic bookings for those clients. These tour advisors are responsible for preparing vacation plans based on client requirements, discussing and finalising schedules, and booking transport and accommodation for clients. They are also responsible for accurate data entry and internal reporting.

A receptionist. Tasks include greeting, welcoming, and directing clients appropriately, notifying tour advisors of clients’ arrival, maintaining all communications systems and housekeeping.

QUESTION –

INTERVIEWING: Referring to best practice recommendations for interviewing and focussing on any one of the roles, outline your interview process to help you select the best candidates. Provide three relevant interview questions and scoring of the responses. Who will conduct the interviews?