- LEAD
AND MANAGE PEOPLE
aessment Criteria
All Student Learning Guide Tasks must be completed
Scenario Report submission via turnitin
Role Play Assessment Interview (approx. 20-25 min) Portfolio
ASSESSMENT 1: TASKS
Each 'Task' has associated 'Submissions'. All must be undertaken by you, the received and assessed by your lecturer,
Each Lead and Manage People class room session will address areas of supervisory management that will enable you to build your own individual plan by providing you with the tools to tackle the issues surrounding the Brougham Dining Room.
Most submissions are related to developing the report for Assessment 2,
ASSESSMENT 2: PROPOSAL
Due
OVERVIEW
You are to submit a proposal to tackle the issues raised in the Brougham Dining Room Scenario. See 'Assessment Scenariol below,
FORMAT
Report. Please use the report4.dotx template and create a formal report with its normal inclusions (see report4.dotx). This must be sent to the -Turnitin- program where it will be marked/assessed. Details will be provided by your lecturer,
Word count 2500 words. Note that the word count is for guidance only. It is NOT a criterion for pass or failure. Addressing the points your proposal should consider (overleaf) are most important thing.
SPECIAL CONDITIONS
Requests for extensions must follow the policy related to extensions in the Hospitality Student Handbook,
ASSESSMENT 2. SCENARIO 29/2
The Brougham Dining Room
You have just been appointed as a senior supewisor of a four star 400 bed city centre based hotel.
You have been appointed by the new general manager on your first day and find that you have worked with her in the past and had a very good working relationship with her, You also know she is an excellent manager and communicator. You also know that she respects you and your views.
Later that day she has called you to her office and explains the following situation she has found at the hotel:
She explains that she has only been in the job less than two weeks. Her initial reports are that you have a high turnover of first line employees with 75% staying less than a year. Although they are payed a little more (3%) in wages than the national Name; Abigale
M/F; Female
Age; 21yrs old
Status; Not married
Work situation; Casual Food service
Work History; No previous experience prior to join the company 4 months ago Availability; was very good for the first 6 weeks, but is doing less and less shifts
Motivational status; Low at the moment, and making lots of excuses to do shifts.
Other information you have obtained;
Generally a velY bright and capable young lady and enjoys helping people and has picked up some good setvice skills quickly. Also a good communicator. finished year 12, but has not decided what to do with her future.
Name; John 'Scoobby' Do
MIF; male
Age; 28yrs old
Status; Has a partner and two children
Work situation; Porter and cleaner, Casual
Work History; Worked for 3 years with the company and pervious work in a similar hotel from leaving school.
Availability; no issues on time, but not very happy with the current casual position and work environment.
Motivational status; Low due to the current situation being treated and spoken to like a fool. Started off really well and enthusiastic, feels constantly under valued
Other information you have obtained;
He does not like being taken advantage of being moved from job tojob more and more work put on him. Only has one scruffy uniform, plus has never done any forma/ training. Does not have a locker, or name badge.
Name; Clare
M/F; Female
Age; 22yrs old
Status; Engaged to be married next year
Work situation; Full time 37hrs Food service assistant for the last 12months
YOUR PROPOSAL SHOULD CONSIDER
You have now begun thinking about the situation and the kinds of things your plan could consider. They include:
Explain briefly your understanding of the company situation and what has been issues inherited in respect to both the company and the employees
Think through the current staffs situation and consider their needs in a workplace context: For example refer to 'Needs Theories', such as Maslow hierarchy of needs.
How are you going to gain credibility with your team?
How and where do you start building a new culture of improvement? How are you going to motivate all team members?
How will the task of motivating staff link with your management/leadership style?
Will you instigate delegation or will you consider empowerment? How will each work with the management/leadership style you are considering adopting and why? What are the boundaries and limitations you may put on your employees who are empowered or to whom you have delegated responsibilities?
What can you do to effectively build the team and how they work together? What are the considerations?
What type of plan are you going to introduce? What are the barriers to effective communication of the plan? How would you articulate the plan? Can you link it with motivating your staff and training and development of your Staff?
What techniques can you use to support problem solving and decision making?
How are you going to bring about pro-active/re-active management practices and encourage best practise amongst your team and other stake holders?
Include in the report:
Knowledge of leadership,
Motivation,
Team work principles. Explain effective team work principles; include one or two team building theories and strategies.
Consider and explain what are the barriers to building and effective and motivated team and how you will in reality overcome these.
Explain how you will build and manage an effective team
Explain the benefits of affective and motivated team in the work place. How to spread out the best practice.
0 How would you evaluate your team and how will you know you're making improvements or not... what is your plan B and how will you know you need to invoke it?
Explain how you could provide opportunities for individual development then mentor them, and team pefformance (linking with organisational goals).
How could you highlight recognition and any rewards for Individual and team's achievements?
Include a Gantt chart to highlight your planned changes (linking with organisational goals)
Explain the current company situation and what has been inherited,
Define the motivational style you think would suit this situation. Justify this by explaining: What you think your current staffs needs are in work place context.
As team leader/supervisor how are you going to motivate your staff and other departmental heads around you (stake holders) to improve performance (linking with organisational goals)?
How can you influence/change their behaviour as well as your workforce.
Your motivational strategies to improve the overall morale of your workers,
0 Define and explain the leadership or management style you are going to adapt and what you believe will be the desired out comes of this action,
Give your brief understanding of both empowerment and delegation and explain which style you are going to adopt in your work place, detailing why you feel it will produce the positive and desired outcomes.
Detail what taskls you might consider delegating within the team and scenario and why?
Explain how you would give and seek feedback from team members and other stake holders and why is it important. Explain how your course of action links into your management or leadership style together with motivational strategies you have chosen.
Assessment 3, Portfolio
This portfolio show provide performance evidence of outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisatiom It should demonstrate your ability to lead by example and manage performance through effective leadership.
Include in the report & practical application examples in the Portfolio:
1 , In this scenario explain how would intend to evaluate your team. Now provide evidence of a team and individual evaluation post event for example:
Evaluate your team against, performance standards (SOP, client feedback, business expectations) after an event such as a restaurant or kitchen service or after a practical audit as in MSW include this in your portfolio.
2. In this scenario explain how you could provide opportunities for individual development and then coach/mentor them, and improve team performance by your actions,
After reviewing your team member's performance in one of the numerous opportunities such as Restaurant service, Kitchen production, Audits or a Presentation. Include in your portfolio feedback sheet, you observation on how you can improve your individual team members performance (give specific example) and how this will assist individual and team improved development/performanca
3. With reference to the possible improvements and changing team work culture give details (from scenario) of how you could you highlight recognition and any rewards for your team's achievements?
This can be presented within minutes of meetings included/highlight in your portfolio any praise -recognition and or any suggested rewards for your team's achievements.
4. As team leader/supervisor provide evidence of how are you going to motivate your staff and other departmental heads around you (stake holders) to improve performance?
Portfolio will provide evidence of engagement of motivational techniques during feedback, training/coaching/mentoring to your team members (and other stake holders)both individually and as a team highlight any praise -recognition or any suggested rewards for achievements that improved performance either of the individual and team towards goals.
This can be through highlighting in feedback sheets, minutes of meetings, post team briefings, or possible DVD recordings of team leader providing motivation to team members individually or collectively either pre or post service with your team members creating a positive work place culture, new processes of encouragement
5. Explain your motivational strategies to improve the overall morale of your workers.
For example provide examples of how your team responded to any in-house training that you provide, in a individual and team evaluation, or through peer review..
7, assessor feedback reviews highlighting your leadership style.
From the scenario you have given your brief understanding of both empowerment and delegation and explain which style you are going to adopt in your work place, detailing why you feel it will produce the positive and desired outcomes, with roles and responsibilities of the team members; Now explain how will you encourage your team members to take responsibility for their own work and provide evidence of delegation of taskls to team members.
6, Define and explain the leadership or management styles you are have adapted and what you believe will be the desired out comes of this action (in the scenario). Include this also in the portfolio examples of peer reviews I
Include this also in the portfolio specific examples of you delegating or empowering your team, This can be through highlighting in feedback sheets, minutes of meetings, briefings, or possible DVD recordings of you delegating tasks or empowering your team members in the numerous opportunities such as restaurant service, kitchen production, MDW, MSW audits, You have numerous opportunities to gather this evidence also in the numerous presentations you are asked to perform and develop in these subjects. Present Evidence where you have made a plan which would have included new senaice or kitchen standards (SOP) which you measure progress against, new in-house training schedule. Consider new staff & customer feedback surveys. Use I S.M.A.RT' as a tool and further evidence addressing progress in formal meeting notes, briefing notes and on agendas.
14, With the improvements and new work place culture you are introducing in the scenario explain how this helps develop innovative approaches to day to day work? Explain how could you highlight recognition and any rewards for individual and your team's achievements'?
Provide examples of ideas your team and individuals have put forward, shared best practise or new processes from your encouragement of empowerment (In minutes of meetings included/highlight in your portfolio any praise -recognition and or any suggested rewards systems for your team's achievements)
15, In moving forward how will you provide supportive communication to your team?
You will need to provide evidence of this in your team briefings, feedback sessions, 'one to one' work place training with your staff (during development) or discussing rostering discussions. You may also present a peer review discussing you leadership style and ability to communicate!
16. In providing effective communication in the scenario which is vital to all your plans, outline your plan using a Gantt chart or flow chart or simular.
For your pottfolio, include any plans you used for presentations, audits, restaurant service functions, kitchen functions or simular where you planned the event. Include Gantt or Flow Charts, this can be suppotted by highlighting the meetings, briefings (minutes and notes) held around the event.
17. Ensure activities and initiatives important to team development are integrated into own work planning in line with organisational goals.
You are required to outline your plan for making any new changes and goals you are considering for the proposal, in planning both short and long term plans. You will need to set the plans out by using a Gantt chalt, flow chalt or simular to show the in depth details (time lines & dates, type of action or activity, in house training , meetings, who is responsible etc) of their plans for all stake holders.
18, In your report explain and detail your planning for communicating this initiative to your GM, team members and other stake holders (including what tools you will use).
Include in your portfolio, include any communication you used between you and your manager/lecturer/team members/ or other internal or external stakeholders, This may take the form of formal meetings, emails, minutes of meetings and briefings. Information from presentations, audits, restaurant service functions, kitchen functions or simular where you planned and conducted the event.
19. As supen./isor/team leader you will be required to seek and share information from the wider business environment with your team.
a Business environment defined as; such as a health and Safety committee (audit), other departments such as Housekeeping, bar, etc. Reception or marketing department where they disseminate the number of customers, specific events or patties and their requirements/demands (o you as supervisor with the team Also includes suppliers
YOU, must include evidence of receiving information (such as above) in the form of emails, updated running/event/function sheets where changes have been made and you have disseminated the information to your team. This may also include as an example; (you briefing) your team prior to service on menu changes or client updates. This can be written briefing notes or dvd format,
20. With reference to the scenario, if your plan does not deliver the expected results you intend explain your -plan B- and how will you know when to invoke it?
Include any examples where you have had to adjust your plan, timeframe, or actions as a result of any unforeseen events, circumstances etc, that you have had to deal with. This can be evidenced in minutes of meetings, pre and post briefing notes, or other meetings including memo's, emails etc.
HOSPITALITY - LEAD AND MANAGE PEOPLE
Assessment Criteria
• All Student Learning Guide Tasks must be completed
• Scenario Report submission via turnitin
• Role Play Assessment Interview (approx. 20-25 min) Portfolio
ASSESSMENT 1: TASKS
Each 'Task' has associated 'Submissions'. All must be undertaken by you, the received and assessed by your lecturer.
Each Lead and Manage People class room session will address areas of supervisory management that will enable you to build your own individual plan by providing you with the tools to tackle the issues surrounding the Brougham Dining Room.
Most submissions are related to developing the report for Assessment 2
ASSESSMENT 2: PROPOSAL
Due
OVERVIEW
You are to submit a proposal to tackle the issues raised in the Brougham Dining Room Scenario. See 'Assessment Scenario' below.
FORMAT
Report. Please use the report4.dotx template and create a formal report with its normal inclusions (see report4.dotx). This must be sent to the ilTurnitin- program where it will be marked/assessed. Details will be provided by your lecturer,
Word count: 2500 words. Note that the word count is for guidance only. It is NOT a criterion for pass or failure. Addressing the points your proposal should consider (overleaf) are most important thing.
SPECIAL CONDITIONS
Requests for extensions must follow the policy related to extensions in the Hospitality Student Handbook.
ASSESSMENT 2. SCENARIO 29/2
The Brougham Dining Room
You have just been appointed as a senior supervisor of a four star 400 bed city centre based hotel.
You have been appointed by the new general manager on your first day and find that you have worked with her in the past and had a very good working relationship with her. You also know she is an excellent manager and communicator, You also know that she respects you and your views.
Later that day she has called you to her office and explains the following situation she has found at the hotel'
She explains that she has only been in the job less than two weeks, Her initial reports are that you have a high turnover of first line employees with 75% staying less than a year. Although they are payed a little more (3%) in wages than the national Name; Abigale
MIF; Female
Age; 21yrs old
Status; Not married
Work situation; Casual Food service
Work History; No previous experience prior to join the company 4 months ago
Availability; was very good for the first 6 weeks, but is doing less and less shifts
Motivational status; Low at the moment, and making lots of excuses to do shifts.
Other information you have obtained;
Generally a vety bright and capable young lady and enjoys helping people and has picked up some good setvice skills quickly, Also a good communicator. finished year 12, but has not decided what to do with her future.
Name; John 'Scoobby' Do
MIF; male
Age; 28yrs old
Status; Has a partner and two children
Work situation; Porter and cleaner, Casual
Work History; Worked for 3 years with the company and pervious work in a similar hotel from leaving school
Availability; no issues on time, but not very happy with the current casual position and work environment
Motivational status; Low due to the current situation being treated and spoken to like a fool. Started off really well and enthusiastic, feels constantly under valued
Other information you have obtained;
He does not like being taken advantage of being movedfromjob tojob more and more work put on him. Only has one scruffy uniform, plus has never done any formal training. Does not have a locker, or name badge,
Name; Clare
M/F; Female
Age; 22yrs old
Status; Engaged to be married next year
Work situation; Full time 37hrs Food service assistant for the last 12months
YOUR PROPOSAL SHOULD CONSIDER
You have now begun thinking about the situation and the kinds of things your plan could consider. They include:
Explain briefly your understanding of the company situation and what has been issues inherited in respect to both the company and the employees.
Think through the current staffs situation and consider their needs in a workplace context: For example refer to 'Needs Theories', such as Maslow hierarchy of needs, How are you going to gain credibility with your team?
How and where do you start building a new culture of improvement? How are you going to motivate all team members?
How will the task of motivating staff link with your management/leadership style?
Will you instigate delegation or will you consider empowerment? How will each work with the management/leadership style you are considering adopting and why? What are the boundaries and limitations you may put on your employees who are empowered or to whom you have delegated responsibilities?
What can you do to effectively build the team and how they work together? What are the considerations?
What type of plan are you going to introduce? What are the barriers to effective communication of the plan? How would you alticulate the plan? Can you link it with motivating your staff and training and development of your staff?
What techniques can you use to support problem solving and decision making?
How are you going to bring about pro-active/re-active management practices and encourage best practise amongst your team and other stake holders?
Include in the report:
Knowledge of leadership.
Motivation.
Team work principles, Explain effective team work principles include one or two team building theories and strategies.
Consider and explain what are the barriers to building and effective and motivated team and how you will in reality overcome these.
Explain how you will build and manage an effective team.
Explain the benefits of affective and motivated team in the work place How to spread out the best practice,
How would you evaluate your team and how will you know you're making improvements or not... what is your plan B and how will you know you need to invoke it?
Explain how you could provide oppoltunities for individual development then mentor them, and team performance (linking with organisational goals).
How could you highlight recognition and any rewards for Individual and team's achievements? Include a Gantt chart to highlight your planned changes (linking with organisational goals) Explain the current company situation and what has been inherited.
Define the motivational style you think would suit this situation. Justify this by explaining: What you think your current staffs needs are in work place context.
As team leader/supervisor how are you going to motivate your staff and other departmental heads around you (stake holders) to improve performance (linking with organisational goals)?
How can you influence/change their behaviour as well as your workforce.
Your motivational strategies to improve the overall morale of your workersi
Define and explain the leadership or management style you are going to adapt and what you believe will be the desired out comes of this action.
Give your brief understanding of both empowerment and delegation and explain which style you are going to adopt in your work place, detailing why you feel it will produce the positive and desired outcomes.
Detail what task's you might consider delegating within the team and scenario and why?
Explain how you would give and seek feedback from team members and other stake holders and why is it important, Explain how your course of action links into your management or leadership style together with motivational strategies you have chosen.
Assessment 3. Portfolio
This portfolio show provide performance evidence of outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. It should demonstrate your ability to lead by example and manage performance through effective leadership,
Include in the report & practical application examples in the Portfolio:
In this scenario explain how would intend to evaluate your team. Now provide evidence of a team and individual evaluation post event for example:
Evaluate your team against, performance standards (SOP, client feedback, business expectations) after an event such as a restaurant or kitchen service or after a practical audit as in MSW include this in your portfolio.
2, In this scenario explain how you could provide opportunities for individual development and then coach/mentor them, and improve team performance by your actions,
After reviewing your team member's performance in one of the numerous oppottunities such as Restaurant service, Kitchen production, Audits ora Presentation. Include in your portfolio feedback sheet, you observation on how you can improve your individual team members performance (give specific example) and how this will assist individual and team improved development/performance.
3. With reference to the possible improvements and changing team work culture give details (from scenario) of how you could you highlight recognition and any rewards for your team¶s achievements?
This can be presented within minutes of meetings included/highlight in your poltfolio any praise -recognition and or any suggested rewards for your team's achievements.
4. As team leader/supervisor provide evidence of how are you going to motivate your staff and other departmental heads around you (stake holders) to improve performance?
Portfolio will provide evidence of engagement of motivational techniques during feedback, training/coaching/mentoring to your team members (and other stake holders)both individually and as a team highlight any praise -recognition or any suggested rewards for achievements that improved performance either of the individual and team towards goals.
This can be through highlighting in feedback sheets, minutes of meetings, post team briefings, or possible DVD recordings of team leader providing motivation to team members individually or collectively either pre or post service with your team members creating a positive work place culture, new processes of encouragement
5. Explain your motivational strategies to improve the overall morale of your workers.
For example provide examples of how your team responded to any in-house training that you provide, in a individual
and team evaluation, or through peer review..
6. Define and explain the leadership or management styles you are have adapted and what you believe will be the desired out comes of this action (in the scenario). Include this also in the portfolio examples of peer reviews / assessor feedback reviews highlighting your leadership style.
7, From the scenario you have given your brief understanding of both empowerment and delegation and explain which style you are going to adopt in your work place, detailing why you feel it will produce the positive and desired outcomes, with roles and responsibilities of the team members; Now explain how will you encourage your team members to take responsibility for their own work and provide evidence of delegation of task}s to team members.
Include this also in the portfolio specific examples of you delegating or empowering your team. This can be through highlighting in feedback sheets, minutes of meetings, briefings, or possible DVD recordings of you delegating tasks or empowering your team members in the numerous opportunities such as restaurant service, kitchen production, MDW, MSW audits, You have numerous opportunities to gather this evidence also in the numerous presentations you are asked to perform and develop in these subjects. Present Evidence where you have made a plan which would have included new service or kitchen standards (SOP) which you measure progress against, new in-house training schedule. Consider new staff & customer feedback surveys. Use 'S.M.A.R.T' as a tool and further evidence addressing progress in formal meeting notes, briefing notes and on agendas.
14. With the improvements and new work place culture you are introducing in the scenario explain how this helps develop innovative approaches to day to day work? Explain how could you highlight recognition and any rewards for individual and your team's achievements'?
Provide examples of ideas your team and individuals have put forward, shared best practise or new processes from your encouragement of empowerment, (In minutes of meetings included/highlight in your portfolio any praise -recognition and or any suggested rewards systems for your team's achievements)
15. In moving fowvard how will you provide supportive communication to your team?
You will need to provide evidence of this in your team briefings, feedback sessions, 'one to one' work place training with your staff (during development) or discussing rostering discussions. You may also present a peer review discussing you leadership style and ability to communicate!
16, In providing effective communication in the scenario which is vital to all your plans, outline your plan using a Gantt chart or flow chalt or simular.
For your portfolio, include any plans you used for presentations, audits, restaurant service functions, kitchen functions or simular where you planned the event. Include Gantt or Flow Charts, this can be supported by highlighting the meetings, briefings (minutes and notes) held around the event.
17, Ensure activities and initiatives important to team development are integrated into own work planning in line with organisational goals.
You are required to outline your plan for making any new changes and goals you are considering for the proposal in planning both short and long term plans. You will need to set the plans out by using a Gantt chart, flow chart or simular to show the in depth details (time lines & dates, type of action or activity, in house training , meetings, who is responsible etc) of their plans for all stake holders.
18. In your report explain and detail your planning for communicating this initiative to your GM, team members and other stake holders (including what tools you will use),
Include in your portfolio, include any communication you used between you and your manager/lecturer/team members/ or other internal or external stakeholders. This may take the form of formal meetings, emails, minutes
of meetings and briefings. Information from presentations, audits, restaurant service functions, kitchen functions or simular where you planned and conducted the event.
19. As supervisor/team leader you will be required to seek and share information from the wider business environment with your team.
a Business environment defined as; such as a health and Safety committee (audit) other depaHments such as Housekeeping, bar, etc. Reception or marketing depanment where they disseminate the number of customers, specific events or parties and their requirements/demands (o you as supewisor with the team, Also includes suppliers
YOU must include evidence of receiving information (such as above) in the form of emails, updated running/event/function sheets where changes have been made and you have disseminated the information to your team. This may also include as an example; 'you briefing' your team prior to service on menu changes or client updates. This can be written briefing notes or dvd format.
20. With reference to the scenario, if your plan does not deliver the expected results you intend explain your -plan B- and how will you know when to invoke it?
Include any examples where you have had to adjust your plan, timeframe, or actions as a result of any unforeseen events, circumstances etc, that you have had to deal with, This can be evidenced in minutes of meetings, pre and post briefing notes, or other meetings including memo's, emails etc,