Providing quality & confidential client services is the mission statement of Serenity Beauty Hub. This growing chain of personal care locations was started in Portmore, St Catherine by Alicia Harper. A trained cosmetologist, Alicia started her one-woman operations in her mothers front room. She now has six shops distributed across Portmore, Kingston and St Andrew and dreams of opening more shops in those two parishes as well as in Clarendon. Her plan is to continue expanding by adding at least one new hub every year. Alicia understands that the personal care services industry in Jamaica is a competitive one. Therefore, she is always looking for ways to stand out as well as being cost effective. Serenitys competitive advantage is that it provides a range of personal care services that include both women and mens hair, skin, and nails. She also tries to keep up with and introduce the latest in industry developments and is keenly aware that building customer loyalty is important in her service industry. For the new hub to be opened this year, Alicia plans to include therapeutic massage and also build out the services for men. Services for male clients now constitute 40% of her revenue earnings and is becoming a profitable part of her customer base. Alicia recognizes that she will have to formalize the HR practices for her business to support growth and enable it to deliver on its mission and realize the vision. She feels that she only needs to ensure that training on quality and service is delivered consistently across all operations. Serenity wants to put together a training programme to ensure that current studio managers will mentor and develop future studio managers. She thinks her staffing numbers for each hub should be one manager, 5 permanent associates and 5 to 7 persons who are on call when it becomes very busy. Each associate is required to deliver on the company promise which is; Our commitment at Serenity Beauty Hub is to provide each client with an extraordinary 4 experience each and every time they visit us. We provide a calm, serene and welcoming environment where our clients can get away from the outside world and truly relax, unwind and escape. Associates are typically HEART Cosmetology Level 2 graduates. They also accommodate internships for persons studying cosmetology. For many, Serenity is their introduction to the world of work. Alicia is aware that to continue to be competitive her HR practices, need to be formalized, be cost effective and also flexible. She is now interested in formalizing Serenitys HR practices and processes. Address the following issues facing her.

COMPULSORY QUESTION- Issue Developing an Orientation Process 25 Marks

1. The case mentions that Serenity accommodates interns studying cosmetology. Currently there is no orientation programme for these interns. Usually, they are put alongside a seasoned employee and this employee watches over and guides their activities for the 4 weeks of the internships. These interns bring an assessment form with them, Alicia has noticed that increasingly the form asks for information on the orientation that the interns get. Serenity currently has such an orientation process for new employees but none for the interns. Alicia is wondering if she can use the same process for the interns. Assume that the process and content is similar to that outlined in your required text. New employees generally participate in a week-long orientation. She is asking your teams assistance in making the decision. a. Review your required text and make your recommendations to Alicia about an orientation process suitable for the interns. Justify your recommendations and present an outline in table form for DAY 1 of the orientation.

25 marks 2. In general, Alicia tended to rely on informal employee selection and recruitment practices. Usually she uses, resumes, walk-ins, employee referrals and unstructured interviews. The process is generally, laborious, time consuming and sometimes does not result in enough candidates or persons who are a fit for Serenity.

a. Critique Alicias selection and recruitment practices; and b. suggest ways that these could be improved. Alicia, does not want a system that has more than 5 components.

c. Justify the teams suggested practices.