Page 145 - planet_rent

11.0 Staff recruitment, performance management & training

Brands are built one transaction at a time and all staff have the opportunity to make a difference. So we
will focus on building staff profiles and stories of heroic behaviour to be copied and gradually to be created.
This can be done via scripting and story boards.

11.1 Recruitment and selection
Irrespective of how you decide to employ site staff, as Operator we would recruit and select them. This will
start in the mobilization period and a time and cost allowance needs to be made for pre-occupation on the
job training, as well as classroom culture and ethos training too.

Pre-recruitment and selection Ringley will meet with the Build to Rent developer to agree the vision and
brand values to be trained, and these will be incorporated into job adverts and person specifications. To
achieve an aspirational lifestyle brand it will be important to consider key messages, adapt staff handbooks
and build a bespoke training program during the mobilization phase.

11.2 Staff selection & recruitment in detail:
Selection will involve up to 7 parts:
1. Pre-screening: CV upload and emotional intelligence testing & optimism profiling via
www.hr.ringley.co.uk/recruitment_ringley
2. Group: Speed interviews: groups of 5-6, (interviewers = applicants),
3. Individual: Customer scenario, Maths and English testing,
4. Academic: Training needs analysis,
5. Practical: Flat cleans, inventories, check a plug, demonstrations & tours,
6. Classroom: Online health & safety training,
7. Off-site: e.g., PAT Testing for Inventory Clerks & Maintenance Engineers

Teachers have a second subject, at ‘Disney’ you could be ‘Mickey Mouse’ in the morning and selling coffee
in the afternoon, and, as in the recessionary hotel model we require that staff are trained to fulfil at least
two job roles. This not only builds in opportunities for overtime and sickness cover but also ‘informed and
knowledgeable’ staff who can cross boundaries and enables work to be allocated as the service delivery
model dictates. During our rigorous interview process we identify staff who do not have the desired
flexibility to deliver the brand. The importance here is planning sufficient time pre-opening to recruit, train
and role play numerous scenarios. Workshops need to be designed, and the psychological contract and
identify affinity to the brand starts at recruitment. This means understanding and embodying your vision
and aspirations as a Build to Rent Client.

Our emphasis is importance of 1st touch resolution and the ethos ‘what is reported to you, is for you to
resolve or channel’. This underpins the culture that anything can be reported to anybody, logged and
tracked with regular updates results in the best for the customer. Cross training will continue post launch
so that all ‘do someone else’s job’ for say 1 day a month. This way all can listen to residents with some
conviction in knowing what is likely to happen or what should happen.

137