SITXHRM003 Assessment 2
Assessment Guidelines
The purpose of this assessment is to assess your underpinning knowledge to complete the tasks outlined in the elements and performance criteria for this unit of competency and relating to the following aspects:
- roles of and functions performed by supervisors and managers:
- decision making
- delegating tasks
- monitoring staff
- planning and organising
- providing information:
- organisation performance
- changes in organisational policies
- marketing information and targets
- overall organisational objectives
- plans for new equipment
- rationale for management decisions
- technology updates
- training developments
- expectations, roles and responsibilities of team members:
- adhering to policies and procedures
- cooperative and open communication
- nature and scope of work
- relationships with others in the workplace and interdependent areas of activity
- reporting requirements
- considerations in the individual development of staff:
- change in job responsibilities
- external training and professional development
- formal promotion
- internal training and professional development
- opportunity for greater autonomy or responsibility
- features of different leadership styles
- features of open and supportive communication
- characteristics of effective leadership
- principles of teamwork and:
- characteristics of effective teams
- roles and attributes of team members
- organisation of teams
- potential team problems
- benefits of effective teamwork
- role and theories of motivation as they apply to the management of individuals and teams
- the role of group dynamics in successful team management
- forms of recognition and reward applicable to leading staff:
- acknowledging individual good performance to the whole team
- incentive initiatives
- informal acknowledgement
- presenting awards
- written reports to management
- types of organisational plans and planning processes.
Instructions for assessment including WHS requirements
The assessment task for this project consists of 2 parts, Part A and Part B.
For Part A
Based on the scenario given, you are required to demonstrate your ability to:
- Set and measure KPIs.
- Use new or innovative approaches to meet the KPIs.
- Define constraints to meeting KPIs.
- Know what to do if KPIs are not met.
- Use appropriate methods of communication.
For Part B you are required to establish a set of evaluation criteria to monitor and evaluate the performance of staff. The following points need to be developed for Part B:
- Set job responsibilities and tasks
- Relate job responsibilities to specific performance indicators
- Employee feedback collection
- Professional development opportunities
- Bonus and reward systems
- Provide employees with feedback
- Delegating tasks
You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved.
Assessment 2
Your Tasks:
You will be given a scenario from your industry and then set key performance indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what the current KPIs are and set target KPIs to be achieved.
You will then need to:
Set and measure KPIs.
Use new or innovative approaches to meet the KPIs.
Define constraints to meeting KPIs.
Know what to do if KPIs are not met.
Use appropriate methods of communication.
If more space is required for any answer you can attach a separate page containing name, assessment date, unit title unit code and the assessment task number and attach this page with the current assessment task before submission.
Hospitality Scenario:
You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly management meeting.
Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12 months and accordingly developed and set new targets to improve the organisation’s customer service provisions and sales targets.
The following aspects will need to be addressed in the F&B section:
|
Current |
Targeted |
|
The average per head spend currently sits at $23.00. |
Increase average spend to $26.50 |
|
The feedback received per 5000 customers shows 250 (5%) customers were dissatisfied with product and service provisions |
Improve product and service provisions pro-actively with a target of 98% within 9 months. |
|
There have been 37 errors or discrepancies with customer accounts/wrong orders during the past 12 months which resulted in $3,950.00 of losses |
Maximum discrepancies must not exceed $100.00 per month – F&B manager must be informed immediately |
|
There have been 16 complaints related to cleanliness of glassware/crockery during the past 5 months |
No complaints related to cleanliness of glassware/crockery are acceptable – procedures must be implemented to ensure this. |
Set and measure KPIs
Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department.
Model Hospitality KPIs
KPI 1:
|
KPI Name: |
Improve the head spend |
|
KPI Description: |
Ensure the client will spend more |
|
Current: |
The average per head spend currently sits at $23.00. |
|
KPI Target: |
Increase average spend to $26.50 |
|
How you will measure this KPI? Over what time frame? |
We will control it with the number of the sales register in our system in each 3 months. |
KPI 2:
|
KPI Name: |
Reduce the number of customers were dissatisfied with product and service provisions |
|
KPI Description: |
Improve product and service provisions pro-actively with a target of 98% within |
|
Current: |
5% of customers is dissatisfied |
|
KPI Target: |
Reduce this number for only 2% of dissatisfied |
|
How you will measure this KPI? Over what time frame? |
With our feedbacks information in our page on facebook and the questionnaire in our restaurant; In 9 months. |
KPI 3:
|
KPI Name: |
No complaints related to cleanliness of glassware/crockery |
|
KPI Description: |
No more complaints related to cleanliness of glassware/crockery are acceptable |
|
Current: |
been 16 complaints related to cleanliness of glassware/crockery during the past 5 months |
|
KPI Target: |
0 complain |
|
How you will measure this KPI? Over what time frame? |
All waiter must check the cleanliness of glassware/crockery before to give to the client. Daily. |
New or innovative approaches to meet the KPIs
For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to employ innovative approaches (procedures, processes, systems, technology, etc) to make sure that you and your team achieve each KPI.
|
KPI Target |
Steps involved to achieve this KPI. |
|
KPI Target 1 Increase total sales per head from $23 to $26.50 per head |
Selling drinks is key to increasing sales per customer. Wait staff need be pro-active; Knowledge of specials and menus.Employing suggestive selling methods. |
|
KPI Target 2 Improve product and service provisions pro-actively with a target of 98% within 9 months. |
Provide training for our F&b STAFF, teaching them how to approach our clients and working in partnership with our KITCHEN to provide the best experiences for clients |
|
KPI Target 3 No complaints related to cleanliness of glassware/crockery are acceptable – procedures must be implemented to ensure this. |
Create new procedures of cleanliness and evolved our staff in these new procedures to be always aware about that |
Constraints to meeting KPIs.
What could prevent you (organisational constraints) from implementing these new techniques? What needs to be considered?
We believe that with techniques we can improve our reputation in social media and reduce our complains providing a better service for our client. We need to consider that our staff are the key point for implement these new techniques so we have to involve them in all process.
What to do if KPIs are not met.
What will you do if you identify that staff members struggle or do not achieve the set targets? Think about the technique you would use to find where the problem lies, who you would communicate with and the steps involved in finding a solution.
Meeting
Methods of communication.
What methods of communication will you use to communicate the KPIs to your team?
Face to face
Note board
Part B – Performance Review
Performance reviews are used by managers and supervisors to give and receive feedback from staff.
In this part of the assessment you will create a set of evaluation criteria to monitor and evaluate your staff. You will need to:
Set Job Responsibilities and Tasks
Relate job responsibilities to specific performance indicators
Employee Feedback
Professional Development
Bonus and Reward Systems
Provide employees with feedback
Delegating tasks
Set Job Responsibilities and Tasks
Choose one Job Role within your department and document the responsibilities for that job role.
|
JOB TITLE |
Responsibilities |
|
Head waiter |
Provide table service to tables. Abide by responsible service of alcohol laws. Comply with all workplace health and safety guidelines. Train junior staff on customer service and upselling techniques. Act as a positive role model by offering excellent customer service. Supervise junior staff during table service. Monitor billing and payments of orders during service. Delegate job tasks to other waiting staff. |
|
JOB TITLE: |
Responsibilities |
|
F&B Manager |
Manage all F&B and day-to-day operations within budgeted guidelines and to the highest standards Preserve excellent levels of internal and external customer service Design exceptional menus, purchase goods and continuously make necessary improvements Identify customers needs and respond proactively to all of their concerns Lead F&B team by attracting, recruiting, training and appraising talented personnel Establish targets, KPI’s, schedules, policies and procedures |
|
Waiter |
Providing excellent wait service to ensure satisfaction. Taking customer orders and delivering food and beverages. Making menu recommendations, answering questions and sharing additional information with restaurant patrons. |
|
Bartender |
Prepare alcohol or non-alcohol beverages for bar and restaurant patrons Interact with customers, take orders and serve snacks and drinks Assess customers’ needs and preferences and make recommendations Mix ingredients to prepare cocktails Plan and present bar menu Check customers’ identification and confirm it meets legal drinking age Restock and replenish bar inventory and supplies Stay guest focused and nurture an excellent guest experience Comply with all food and beverage regulations |
|
Head chef |
Control and direct the food preparation process and any other relative activities Construct menus with new or existing culinary creations ensuring the variety and quality of the servings Approve and “polish” dishes before they reach the customer Plan orders of equipment or ingredients according to identified shortages Arrange for repairs when necessary Remedy any problems or defects Be fully in charge of hiring, managing and training kitchen staff Oversee the work of subordinates Estimate staff’s workload and compensations Maintain records of payroll and attendance Comply with nutrition and sanitation regulations and safety standards Foster a climate of cooperation and respect between co-oworkers |
Relate job responsibilities to specific performance indicators
Using the job responsibilities you listed in part A, create specific performance indicators.
You will need to:
State what the indicator is
Document how the indicator will be measured
|
Performance Indicator: |
How this will be measured: |
|
Delegate job tasks to other waiting staff and bartenders |
All waiting staff to know their own role and tasks for each shift. |
|
Performance Indicator: |
How this will be measured: |
|
Delegate job tasks to other chefs |
All chefs to know their own role and tasks for each shift. |
|
Performance Indicator: |
How this will be measured: |
|
Delegate to the other bartender to make prep list for all drinks |
Make sure the bartenders check the prep list and include the items missing for the next shift |
|
Performance Indicator: |
How this will be measured: |
|
Increase the client satisfaction |
Follow the number of good and bad reviews |
Employee Feedback
List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an example of each:
|
Method: |
Example: |
|
Staff meetings |
During each staff meeting devote time to asking for ideas or contributions from staff. Acknowledge staff who have given feedback. |
|
Method 1-3: |
Example: |
|
Daily meeting As a manager always leave the door of your office open Never do a criticism in front of other staff |
In the beginning of the shifts have a casual conversion with team , ask them what the plan for the job of the day The staff are always welcome to get in any time When you have a poor performance, call the employee and have a private conversation an try to understand what is going on, never expose for others. |
Professional Development
Training and development should help solve problems or skill shortages in the department and improve both the staff member and the business.
List 3 techniques which you can use to identify problems or skills shortages in your department, which will help you determine training needs.
EXAMPLE:
|
TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES: |
|
Using customer feedback surveys. Customers making complaints might point you to a problem with products or service, which may highlight gaps in an individual’s knowledge or skills. |
Bonus and Reward Systems
What is the purpose of a reward system?
Reward systemsserve severalpurposesin organizations. Effectivereward systemshelp an organization be more competitive, retain key employees, and reduce turnover.Reward systemsalso can enhance employee motivation and reinforce the image of an organization among key stakeholders or future employees.
List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects associated with the type of reward.
|
Reward |
Positive |
Negative |
|
Financial Rewards Give promotion benefits |
It can work for a short goals not a long period It will for sure motivate the employee that get the promotion and push them to keep improving 3. It will for sure motivate the employee that get the benefits as example day off and push them to keep improving |
For a short time in my opinion it works pretty well but with the time people wont be happy with the amount offered because it will part of the payment It can make other employees jealous and cause some conflicts It can make other employees jealous and cause some conflicts |
Provide employees with feedback
You should provide feedback to your staff on a regular basis. The method you use to provide feedback might depend on the time the employee has worked for you, and the context of the feedback you need to provide.
For each of the following, give an example of a method of feedback (continuous, public, private) you could use to provide feedback to the employee.
EXAMPLE:
|
Work Scenario |
Feedback Method |
|
Training a new employee. |
Continuous positive feedback is needed as each task is learned and completed. New employees can feel anxious if they are not clearly shown what to do, and given praise as they learn the ropes. |
|
Work Scenario 1 |
Feedback Method |
|
Indicating the progress of the team in relation to meeting KPIs. |
Showing the progress is a way to motivate the team and show them the good job they are doing . |
|
Work Scenario 2 |
Feedback Method |
|
The worker needs to be spoken to after a period of poor performance. |
It is very important to be honest and follow workers, to give a feedback after a poor performance is important and also is a way to try understand what is going on and as work together to get better performance |
|
Work Scenario 3 |
Feedback Method |
|
Yearly review process. |
It is important because in a economy things change on the time and also in a company so review with your KPI still fit in the moment of the company otherwise change and get a new plan |
Delegating tasks
List 3 tasks you must delegate as a manager/supervisor in your department. For each task, define the benefits to delegating this task:
EXAMPLE:
|
Task |
Benefits of delegation |
|
Supervision of waiting stuff during table service |
Saves my time during service. Increases morale of head waiter. Creates professional growth for head waiter. |
|
Task 1 |
Benefits of delegation |
|
Supervision of cummis chefs during prep time |
Saves my time during service. Increases morale of others chefs . Creates professional growth for other chefs |
|
Task 2 |
Benefits of delegation |
|
Delegate check list of cleanliness of the kitchen for different chefs or kitchen hand |
Show that is a obligation for everyone no just for kitchen hands |
|
Task 3 |
Benefits of delegation |
|
Delegate for waiters polish cutlery |
Win time to work in tasks more important as do roster, do orders etc.. |
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