SIT50416 Diploma of Hospitality Management

Assessment Submission Sheet
Course	SIT50416 Diploma of Hospitality Management
Unit Code	SITXMGT001
Unit Name	Monitor work operations

Task 1

Assessment Instructions

This is an individual assessment. Answer the following questions.

Procedure

Answer all the questions.

To be deemed competent you will need to successfully demonstrate the following:

You must submit:

Student must answer all the questions satisfactorily.

Question 1

The process of monitoring work operations is often broken down into six stages. Name 3 of these.

Question 2

Monitoring the expected service provisions of your staff is an important part of a frontline supervisor’s job. How often should this be done?

Question 3

Once workflows have been established, what should you do to determine whether the workflows you have implemented are in line with achieving organisational goals?

Question 4

List 3 ways to identify quality problems with your service.

Question 5

‘In house training’ is one example of a process or system which you may need to make adjustments to in order to resolve quality issues. List 4 other processes or systems from your industry.

Question 6

How can encouraging a culture of open communication and innovative thinking help you improve efficiency and service levels?

Question 7

List 3 ways to identify current and emerging trends in your industry.

Question 8

Sustainability is usually associated with the environment, however it can also refer to the operations of a business. Other than environment, what are the 2 other areas of operational sustainability?

Question 9

What is the purpose of having a logical, well defined workflow?

Question 10

List 3 business benefits of having an efficient and effective workflow?

Question 11

‘Considering the task to be delegated’ is the first step in the delegation process. List 3 more steps in delegating work or job tasks to staff.

Question 12

A Gantt chart can help you monitor your workflow progress against timelines to a help ensure objectives are being met on time. List 3 things you need to do to develop a Gantt chart.

Question 13

Coaching and mentoring staff, can help them prioritise their job tasks and workload. Name 3 functions of coaches or mentors.

Question 14

‘Giving credit where credit is due’ is one effective way of providing feedback and guidance to your staff. List 3 other examples.

Question 15

You must keep management informed if the workflow you have designed impacts on staff. What are 2 possible impacts implementing a new workflow may have on staffing requirements?

Question 16

List 5 aspects of staff behaviour or productivity that you should monitor.

Question 17

What are 4 common signs that there may be some performance problems or issues you might need to deal with?

Question 18

How can simply sharing what you know to staff members improve the performance of the business?

Question 19

Brainstorming is a fantastic way of creating, developing, challenging and testing ideas. List 3 ways you can make sure your brainstorming sessions are effective.

Question 20

List 3 types of administration documents or workplace records you might need to complete and submit in your industry.

Question 21

List 5 types of customer service related problems from your industry that would require your attention as a supervisor.

Question 22

List 5 common management problems or issues that you as a supervisor, may deal with on a regular basis.

Question 23

Consider the following scenario.

A customer arrives to find that you have no record of a booking he claims he made with one of your staff members several weeks ago.

What is a possible short term action you could take to resolve the problem?

Question 24

Considering the previous scenario.

What is a possible long term action you could take to resolve the problem?

Question 25

What is the advantage of involving staff in the decision making process?

Question 26

When a staff member raises a problem with you, write 2 questions you could use to encourage them to help solve the problem.

Question 27

How often should you review decisions you have made to see if they are still effective?

Question 28

Give an example of industrial awards or conditions in your industry, that may affect how you roster staff, etc.

Question 29

Name a website could you use as a reference to check the awards and conditions of your workplace.

Question 30

For your department and your industry, list 4 job positions, and briefly describe the tasks and requirements of each position. 2 of the positions must be management positions within your sector (the positions must differ from the examples provided below)

For example:

Position

Tasks and Requirements

F&B Manager

Restaurant Supervisor

Head Waiter

Oversees bookings, training, budget, orders beverages

Ensures correct restaurant setup, service standards

Looks after sections of the restaurant

MANAGEMENT POSITION 1:

TASKS AND REQUIREMENTS:

MANAGEMENT POSITION 1:

TASKS AND REQUIREMENTS:

POSITION 3:

TASKS AND REQUIREMENTS:

POSITION 4:

TASKS AND REQUIREMENTS:

Question 31

List 4 principles of time management.

Task 2

Assessment Instructions

Read the following case studies and address each question and/or task for each case study.

Procedure

Read the case studies and provide answers as required.

To be deemed competent you will need to successfully demonstrate the following:

You must submit:

For case study 1 Report to present to the management.
For case study 2, 3 and 4 provided details answers to the questions.

Case Study 1

The partners who own Green Tour Excursions where you work as Duty Manager have decided to reappraise the operations of the Fraser Island Tours which operates 5 vehicles and drivers who also take on the role as tour guides.

The partners say there are too many potential legal issues and complaints from customers and as a result the bottom line of the business is suffering. They say the average turnover has decreased by 15 % and custom likely will be lost to other operators although comparative tours have the same cost for this day tour.

The itinerary which was in place for the current 1 day island wilderness trip included:

Central Station including Wanggoolba Creek boardwalk
Lake McKenzie – a swim in crystal clear waters and pristine white sands.
Seventy-Five Mile Beach
Eli Creek – swim or float in the clear waters
Maheno Shipwreck - take a photo stop at the rusting wreck of the Maheno washed ashore during an out-of-season cyclone in 1935
The Pinnacles Coloured Sands – learn of the Butchulla legends surrounding them.

Inclusions:

National Park Fess

Morning Tea at a picnic ground

Picnic Lunch

Transfers from Hervey Bay Accommodation to ferry return.

The main issues which have been identified by the partners of Green Tour Excursions for the particular tour included:

On 3 out 10 tours the 4-wheel drive tourist vehicle ran out of fuel which resulted in a 1 hour shortfall of the trip on each occasion.
On 2 trips the air conditioning of the vehicle failed.
There were 18 complaints about poor hygiene relating to cups and cutlery used for morning tea and picnic lunch.
12 customers have expressed concerns of being provided with food from eskis and service vessels provided from a plastic container.
3 customers have complained about being served pastries from a card board box which must have been the packaging provided by our supplier.
There were 4 claims from customers who claimed they felt unwell or sick after consuming the BBQ picnic lunch which includes a small steak, sausages, 2 different salads and bread and butter.
There are increasingly complaints from drivers of the vehicles that their days are too long given that they are required to prepare their vehicles post and before each trip which could potentially breach WHS requirements and entitlements.
12 customers have expressed concerns of being provided with food from eskis and service vessels provided from a plastic container.
There were 3 incidences during the past 2 months where customers had close encounters with venomous snakes in the toilet block located the picnic area used for stops.

You are required to investigate these issues and explore provisions to meet all legislative requirements.

Present your responses in report format suitable for presentation at a management meeting.

Describe how you would monitor the work hours of the driver/tour guide and the efficiency involved in those hours – this would also mean you need to identify relevant problems associated with adjusting staff levels to attain the requested improvement
Show what consultative process was used to allow for procedures and systems (including rosters new or amended service provisions) to be adjusted. Show that in this area, quality assurances can be given so that customers will not be affected and indicate the time frame involved in your changes
List the measures taken to ensure functional clean vehicles, and prevention of hygiene issues
In your new plan, you must show the delegation process that will be involved. Will you need new job specifications to be written? If so, how many?
Will training be necessary to accommodate the new jobs if this is the option you recommend the owners to take? Estimate a budget for retraining should it be necessary
Describe how day-to-day operations will not be negatively affected with your proposed changes

Case Study 2

Elena, the front office clerk has asked you for an urgent appointment to see you. On arrival to the meeting, Elena explains to you that her supervisor in front office frequently makes silent offensive remarks and has stalked her on multiple occasions after work. It also seems that he rosters her for the same shifts when he is rostered on.

What appears to be the nature of complaint here?
Which procedure should be followed to receive a complaint like the one from Elena?
Write a standard operating procedure that can be used to investigate a complaint, including actions for e.g. EEO and sexual harassment matters.
Which legal responsibilities do have in your capacity as a manger in this instance?
After the investigation you have decided the complaint is true. Complete the disciplinary form for the supervisor.
What training will you provide to staff to emphasise that harassment will not be tolerated.

Case Study 3

You are the manager at the Ocean view hotel. During the last 4 weeks the numbers of patrons during dinner service on Wednesdays to Fridays have doubled. Although this is good news for the operation, there have been associated with this a number of operational issues which need to be addressed swiftly to prevent bad publicity in social media and on trip advisor.

During the 4 week period the hotel had 12 complaints related to delays in meal service, 16 complaints relating to poor or average quality of meals. A brief conversation with sous-chef and head chef have indicated that the access to and lack of capacity of some equipment are some of the main issues they are facing.

In front of-house (F&B) the same staff has been rostered on the periodic schedule as usual, and staff does not think there are any issues.

Provide a systematic approach for areas you will investigate
Provide solutions for the shortfalls in equipment pointed out to you, given that the new budget is still 5 months away and major expenditure was just completed to finish the accommodation areas.
Which aspects will you investigate in the food and beverage/service areas?
Provide details for the staff who will be involved in the process
Prepare a staff performance report for your management, explaining the issues and solutions.

Case Study 4

You are working in the capacity of manager in a trendy inner city boutique hotel, featuring 45 rooms, a gym and wellness area, a 60 seat cafe -bistro, an 80 seat restaurant and seating for 50 customers in the mall.

The food and beverages are in line with using local produce and following trends, however you have noticed that due to the large number of part-time employment of students and, it seems, lack of direction from the departmental supervisors, products and services are always different. Not that there have been any substantial complaints, however beverages are presented differently at different times, food presentation varies and it looks portion sizes are not uniform, and the rooms are made up and arranged differently depending who is in charge and on duty, accordingly.

Provide suggestions for a system that can be effectively developed and implemented for each department and explain in detail what this entails for each department. Your approach must include delegation at the appropriate levels.
What are the implications for all existing staff as a result and how will you provide for overcoming these?

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