RECENT ASSIGNMENT

SIT60316 Advanced Diploma of Hospitality Management
SITXMGT001 Monitor work operations
ASSESSMENT 1: Assignment
Student’s Name
Student No
Student Declaration I declare that the work submitted is my own. It has not been copied or plagiarised from any other person or source.
Student’s Signature
Date Submitted
Assessor Use Only
SITXMGT001 Monitor work operations Assignment Marking Guide
Checklist
Did the student:
Participate in the meeting to:
• Monitor efficiency and service levels from the feedback data
• Provide feedback to the management and colleagues
• Discuss how workplace operations support overall organisation goals (refer to case study)
• Identify quality problems and issues to make appropriate adjustments to the systems that will improve the service levels for the upcoming event
• Identify the potential benefits from new technologies and innovation that could improve the service levels and quality for the upcoming event
• Identify and evaluate the industry trends that could improve the service levels for the upcoming event
• Assess the opportunities to improve sustainability of day-to-day operations 1.1,1.2,1 .3,1.4,1.
5,1.6,1.7
Prepare a two-page report detailing the outcome of the meeting 3.5
Prepare work flow plan and combined roster 2.1,2.2
Prepare a work priority plan to assist staff members 2.3,2.4
Written a letter to the management outlining the staffing need 2.5
Participate in coaching session to coach supervisor 3.1,3.4
Participate in meeting to:
• Provide update on the performance of the team and progress of the event
• Sharing information on positive and negative experiences from delegates about the facilities and resources
• Test the ideas to better create multicultural and inclusive work environment 3.2,3.3,3
.4
Complete staff file note and meeting minutes 3.5
Prepare a report outlining
• Problem identification and resolution
• Managing with the inadequate staffing
• Managing with the poor staff performance
• Managing with the discrepancies to deliver promised service to the customers
• Handling delays and time difficulties
• Procuring appropriate equipment and technology to satisfy customer needs 4.1,4.2,4 .3,4.4,4. 5
Competency Demonstrated: ? Yes ? No Assessor signature: Date:
Comments
GENERAL INFORMATION ABOUT ASSESSMENT
Please read the following carefully
• Assessments are to be completed according to the instructions provided in the assessment document. Your trainer-assessor will go through the instructions with you.
• Assignments (e.g. projects) are to be completed at home, in your own time.
• If you are not sure about any aspect of an assessment, ask your trainer/assessor to explain the requirements.
• All parts of each assessment (questions and/or tasks) must be answered unless the individual assessment instructions tell you something different.
• You need to complete, sign and date the front page Assessment Cover Page and attach it to your assignment.
• All assignments must be typed in 12 point type on A4 paper
• Make sure you keep a photocopy of your assignment before you hand it in.
• All assignments must be your own work – your own words. All quotes from reference sources (e.g. books and websites) must be acknowledged and listed at the end of your assignment.
• Group or Team Work: In some cases, you will be required to work on a project in small groups, and your trainer will allocate you to a group to work as a team. You may even be allocated a particular role. If you are working as part of a group, you will still be required to submit your assessment individually, and your performance will be assessed on an individual basis. Therefore, you must keep and submit with your assignment a record of the specific contribution you have made to the project, as well as keep notes of team meetings to include in your final submission.
• If you are unable to submit any assignment by the due date, you need to discuss this with your trainer/assessor beforehand and obtain an extension of time.
• If you do not follow the above rules, you may need to be re-assessed.
• Please remind your trainer of any special needs you may have. Where possible reasonable adjustment to the assessment will be made, provided that does not affect the validity of the assessment.
• After you have completed an assessment, your assessor will give you feedback about your performance and tell you whether the result is “satisfactory” or “not satisfactory” (that is, your trainer /assessor considers you need more training and experience).
• If your performance is not satisfactory, you will be advised about any gaps in your knowledge or skills and given an opportunity to be re-assessed.
• If you think the assessment process was flawed, you may appeal against the assessment decision.
• After you have completed all the assessments for a unit (or group of units in some cases), you will be awarded C (Competent) if the assessor is satisfied you have provided enough appropriate evidence to meet all criteria. If you are unable to meet this requirement, you will receive the result NYC (Not Yet Competent).
• If you are deemed Not Yet Competent by your trainer /assessor and require reassessment, you will be informed of the process.
• If you are deemed Not Yet Competent by your trainer /assessor and require reassessment, you will be informed of the process.
SITXMGT001 ASSESSMENT INFORMATION
You need to complete two assessments for this unit of competency. Details are provided below.
Assessment Number Assessment Task
ASSESSMENT 1: Assignment
Your trainer will give you this during the first classroom session for this unit of competency, together with any other relevant information required to complete the assessment.
You are required to submit the assessment in the last week of class for the unit. Your trainer will tell you the due date during the first classroom session. This assessment is based on a case study of “International Hotel Group” provided in the additional information section of this assessment
ASSESSMENT 2: Written Exam
During the last week of classes for this unit, you will be required to do an exam covering the content of the unit. During the first classroom session for the unit, your trainer will tell you the date of the exam. This is a 2 hour exam that you will complete in class under your trainer-assessor’s supervision. You may refer to your class notes and other materials in this exam.

Assessment 1 – Project
This assessment project is to be completed in addition to the learning and assessment activities you complete in class. The project is designed to assess the knowledge and skills required to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems.
If you are not sure about any aspect of the assessment or would like to discuss your particular needs, please speak to your trainer. Your trainer will tell you the date you need to submit your assignment.
All parts of the project will be given to you at the same time. You need to complete all parts and submit them together by the due date. This will be in the last week of classes for the unit.
This project assignment is to be completed using the “International Hotel Group” case study. It is included in the “Additional Information” section.
The checklist and scope of submission table will identify the records that you are required to prepare and submit (as a single submission).
Your assignment must be typed (in 12 point type on A4 paper) and attached to the front page of this assessment document, which you need to complete as an Assessment Cover
Page.
Make sure you keep a copy of your assignment before you hand it in to your trainer.
Background information
Australian Multicultural Foundation, Sydney (AMFS) is intending to celebrate the Harmony Week from 10-16 June 2016 as in the International Hotel Group. Around twenty international leaders from culturally diverse backgrounds, three prominent local community leaders, two scholars, two local politicians and a hundred local representatives are expected to participate along with the ten members of the organisation. The event will run for seven days and will conclude with international music, food, dance, a musical night/concert and carnival. The events will be held at the places around the hotel. The hotel has to provide the accommodation (for international leaders and the organisers only), lawns, conference hall, equipment, transport, and food/tea/meals, light & sound and miscellaneous. You as a programme manager will hold the responsibility of the success to this event. You will critically analyse the work operations which have place taken recently and will make amendments as and where required in accordance to the AMFS requests.
Part 1.
In this part you have to monitor efficiency, the service level, identify quality problems and issues for adjustments, consult with colleagues to improve service levels and new technologies, evaluate emerging industry trends, assess and respond to the opportunities to improve sustainability of day to day operations. You will use the information and data from the case study. Refer to the section ‘Analysis of feedback’.
?Task 1
a) Participate in a meeting with the team (your assessor and classmates) to:
i. Monitor efficiency and service levels from the feedback data ii. Provide feedback to the management and colleagues
iii. Discuss how workplace operations support overall organisation goals (refer to case study)
iv. Identify quality problems and issues to make appropriate adjustments to the systems that will improve the service levels for the upcoming event
v. Identify the potential benefits from new technologies and innovation that could improve the service levels and quality for the upcoming event
vi. Identify and evaluate the industry trends that could improve the service levels for the upcoming event
vii. Assess the opportunities to improve sustainability of day-to-day operations
b) Prepare a two-page report detailing the outcomes from the meeting which includes outcomes from each point listed above
Part 1. Checklist and scope of submission
Before you hand in part 2, use the checklist below to make sure you have completed all the tasks and have included all relevant information. I have:
• Participated in the meeting
• Prepared and submitted the report
Part 2.
In this part you have to plan and organise the workflow which includes the assessment of current workloads, scheduling work, delegating work, assessing the work flow and progress against the set objectives, assisting team members and providing timely feedback.
?Task 1
a) As the AMFS event is a weeklong event, you will need to carefully plan the workflow using the current staff numbers and their roster arrangements.
b) Prepare a workflow plan for the weeklong event with details of tasks/responsibilities delegated
c) Based on the workflow plan, prepare combined roster for staff members (see the sample)
d) To determine whether employees are meeting the work deadlines, make a plan to assist them with listing their work priorities and route the information to the right person to take action.
e) Write a letter to management to hire additional staff for the event.
Part 2. Checklist and scope of submission
Before you hand in part 1, use the checklist below to make sure you have completed all the tasks and have included all relevant information. I have:
• Prepared work flow plan
• Prepared combined work roster
• Prepared a work priorities plan to assist team members
• Written a letter to the management requesting additional staff Part 3.
In this part you will demonstrate your learning, to monitor team and individual performance against agreed goals and objectives, proactively share information, knowledge and experience with the team members, challenge the ideas in a positive and collaborative way, and provide feedback, coaching and support to team members and complete and submit workplace records as required.
?Task 1
Three days into the event you made the following observations
a) An employee from Samoan background complained about the supervisor on comments he made about her background on the first day of the event. She has not been performing well since then. Feedback also received from some of the delegates that the supervisor is bit noisy at times
b) Coach (role-play) the supervisor on the identified performance issues and counsel him/her on the complaints and consequences if this problem continues. Provide feedback to reinforce excellence. Use File Note to record the conversation.
c) At the conclusion of the day 3 event, you decided to call for a team meeting to:
i. Provide update on the performance of the team and progress of the event
ii. Sharing information on positive and negative experiences from delegates about the facilities and resources
iii. Test the ideas to better create multicultural and inclusive work environment iv. Prepare a meeting minutes with the outcomes of the meeting which includes outcomes from the above p0oints
Part 3. Checklist and scope of submission
Before you hand in part 3, use the checklist below to make sure you have completed all the tasks and have included all relevant information. I have:
• Participated in a coaching session to coach supervisor
• Completed Staff File Note
• Participated in a meeting
• Prepared meeting minutes
Part 4.
In this part you will need to demonstrate your prior abilities and current learnings to identify and analyse workplace problems from an operational and customer service perspective, initiate action to resolve immediate problem, analyse problems for long term impact, assess and action potential solutions in consultation with relevant colleagues, encourage individual participation in problem solving and follow up action to monitor effectiveness of the solutions.
?Task 1
a) Prepare a report on how you will imply suggestions and approvals you have received for recently held event, where there were some issues with staff and media delivery system; to make the current one with better experience. The report should reflect:
• Problem identification and resolution
• Managing with the inadequate staffing
• Managing with the poor staff performance
• Managing with the discrepancies to deliver promised service to the customers
• Handling delays and time difficulties
• Procuring appropriate equipment and technology to satisfy customer needs
Part 4. Checklist and scope of submission
Before you hand in part 3, use the checklist below to make sure you have completed all the tasks and have included all relevant information. I have:
• Prepared a report
Additional Information: Case Study - The International Hotel Group
The International Hotel Group started business with two small boutique style hotels in Melbourne, Australia. The group is owned and financed by a large consortium of international business experts and several large investment companies. It is in a strong financial position for expansion.
Over a period of 15 years it has grown to now comprise a chain of 20 hotels across 5 different countries in the Australasian region. This growth was a result of an acquisition of a small hotel chain and establishment of some new properties, mainly in Australia. The group employs cultural specialists and prides itself on its multicultural expertise that assists with its success in welcoming guests from all regions of the World.
The Group now employs 1000 staff in full time, part time and casual positions.
The Head Office, located in Melbourne, houses the management team for the group.
The group is owned and financed by a large consortium of international business people and several large investment companies. It is in a strong financial position for expansion.
The Head Office, located in Melbourne, houses the management team for the group.
The vision for the Group is to expand geographically to provide a quality boutique alternative in key locations across the Australasian region, whilst maintaining its reputation for exceptional personalised service.
Brief Description of Organisation Structure
The Head Office of The International Hotel Group houses the Chief Operating Officer and the Strategic Management Team, the Chief Financial Officer and the Finance Department (finance officers are allocated a number of hotels to service), The Human Resources Manager and Assistant (the system is devolved with HR representatives in each hotel), The Development Team who manage building contracts and maintenance and The Marketing and Sales Team (a team of 15 culturally capable managers and staff) and the frontline management team that form the main liaison team of the company. Marketing and sales staff are constantly travelling to visit the Hotel Groups and may be seconded to a hotel or country for 6 months in the period leading up to acquisition or commissioning of a new hotel.
The majority of staff employed by the Hotel Group are located in the hotels. This includes Manager and Deputy Manager, Hotel Coordinator and Administrator/Events manager, Restaurant Manager and all the staff who cook, clean and wait in the hotel.
Key Organisational Goals
The key organisational goals for the next five years are to:
1. Increase the number of properties by 15% over the next 5 years
2. Break into new markets e.g. new international regions
3. Expand into the larger hotel market
4. Maintain quality service reputation during expansion
5. Attract & retain high quality, experienced staff
6. Ensure all facilities are maintained to world class standards
7. Provide a unique hotel experience for all guests
Organisational Values Statements
1. Team work is the key to success.
2. Customer service is what we do best!
3. We endeavour to show respect to all people, be supportive of our co- workers and work towards achieving the organisational goals.
4. We are all in this together and focussed on being the best chain of boutique hotels in the world!
5. We value clear communication and the right to express our opinions in a polite and pleasant manner and we extend this right to others.
6. We endeavour to support others by observing all appropriate legislation and guidelines and ensure that our hotels are safe environments.
Plans for Immediate Future
The Hotel Group is investigating expansion into new regions, possibly Pacific Island Region, New Zealand and Indonesia/Malaysia. Preliminary evaluation of marketing opportunities has identified the Pacific and New Zealand regions as promising areas for further expansion in the next 12 months. The Hotel Group is also planning to value add to its Hotel experience by establishing expertise for events management, in particular conference facilities for small- medium size conferences. This is currently not a core competence of the Group.
Performance Management Policy
Policy Statement
The work performance of all employees is to be reviewed regularly. This review should comprise regular informal feedback from the employee’s immediate supervisor and a formal performance review conducted annually.
Policy Objective
Conducting regular reviews of work performance will achieve the following results:
• Employees will clearly understand what is expected of them and how their performance is viewed by their immediate supervisor
• Employees will be encouraged to reach their full work potential within realistic time frames
• Managers and supervisors will develop, implement and maintain equitable and realistic performance standards in their work areas
• Supervisors and managers will have the opportunity to manage poor performance
Procedures
• All employees are encouraged to discuss their job performance and goals on an informal basis with their immediate supervisor and to conduct interim performance reviews on an as-needed basis, preferably half yearly.
• Performance reviews must also be conducted prior to a transfer, relocation, promotion, reassignment or salary adjustment and must accompany all salary changes.
• Performance standards should be documented using the Performance Management Plan
• Performance Development Plans should be compiled at the end of the performance review or when an employee is promoted to new role.
• Performance reviews are formally scheduled every 12 months as part of the business planning process. Performance Review Form is used to rate the performance of an employee for each key result area. Completed forms must be kept in the staff file. Supervisors and Managers are responsible to conduct performance review.
• Staff File Notes are used to record discussions relating to poor performance of an employee or to record informal feedback sessions. All completed notes must be kept in the staff file
• Performance feedback must be clear, supportive, and focus on employee development.
• Performance problems should be addressed as soon as identified and not left until the formal performance review cycle. Line managers should consult HR or the Employee Assistance Program for support when addressing poor performance.
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Staff Code of Conduct
Definitions:
“The Group” refers to The International Hotel Group
All staff members of the International Hotel Group:
• Shall diligently carry out all instructions issued by The Group as long as they are legal, reasonable and safe
• Shall act honestly, diligently and in good faith and integrity in all their dealings with and for The Group.
• Shall display integrity, fairness and ethical conduct at all times while working for or representing The Group.
• Shall maintain the confidentiality of any information acquired in the course of employment and shall not to use or to disclose such information other than in the proper conduct of duties or in the course of instituted legal proceedings
• Shall avoid any relationship with a contractor or supplier that could compromise the ability to transact business on a professional, impartial and competitive basis
• Shall avoid conflict of interest situations (e.g. undeclared financial interests in a supplier, contractor that does business with The Group, assisting competitors on a consultancy basis, engaging in business activities that are in competition with The Group, performing outside work on The Group’s time & using The Group’s assets, giving favourable treatment to a supplier, contractor etc for personal reasons.)
• Shall not accept directly or indirectly any gifts, invitations or discounts from anyone having business dealings with The Group. Gifts of up to $100AUD may be received if refusal of gift would be unsocial or impolite and as long as acceptance will not cause improper influence on the performance of the recipient.
• Shall not offer bribes to any person for the purpose of influencing business dealings.
• Shall report any unethical behaviour, suspected fraud or violation of The Group’s policies.
• Shall comply with all applicable laws, rules and regulations, safety, security and operational guidelines of The Group
• Shall safeguard the property of The Group and not engage in any activity which would result in misusing The Group’s assets.
• Shall not enter into any agreement, arrangement or contract to bind The Group unless authorised to do so
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Operational Plan
Operational Goals KPI Team Priority
Develop and implement operational plans 1. 2.
3. Develop the plan by end of January
Implement the plans and monitor progress every quarterly Report results at AGM in December Executive 1
Standardise financial management processes across the hotels 1.
2. Review policies and processes in consultation with the responsible person from each hotel
Ensure by June 100% of hotels implemented the standardised financial management process by July Finance 4
Attract and retain high quality experienced staff 1. 2. 3.
4. HR Manager to review the HR processes by end of January
Introduce ‘Best Employee’ reward program by end of January
Promote at least 5 current best performing employees to supervisory and managerial roles by end of June
Monitor staff performance through July and August and provide reports HR 2
Maintain existing properties and support expansion goals 1. Submit development plan to Executive by end of June Development 6
Introduce a segmented approach to the marketing to appeal to higher and medium income groups and introduce a customer retention and loyalty program 1.
2. Submit marketing plan to the Executive Mgmt. by end of March Introduce customer retention and loyalty program by end of June Marketing and
Sales 5
Maintain a quality service reputation and provide unique hotel experience 1. 2.
3.
4. Collect and analyse customer satisfaction survey by end of August
Supervisors to submit junior staff performance report to HR Manager by end of August
Supervisors to submit at least two innovative ideas relating to customer service to Development team by end of June
Supervisors to attend at least 40 hours of professional development activities by end of the year Frontline 3
SITXMGT001 Assessment 1: Assignment, v1, April 2016
© Apex Institute of Education Page 12 of 15
Analysis of feedback
Analysis of recent feedback has identified the following areas for improvement:
• More flexibility in hotel accommodation options
• Minimum 2-night policy is unsatisfactory for some travellers
• Time taken to supply information regarding function bookings is too long and some bookings have been lost due to the delay in information provision
Detailed performance data can be found below.
Sample performance data
Customer Satisfaction:
Measure Summary of Performance
Current customer satisfaction level 75% of customers rated satisfaction as met expectations or exceeded expectations
Customer referral rate 65% of customers reported they would use our services again or refer others
Percentage of customer base lost in the last financial year 5%
Percentage of current customer base that would be considered new customers 20%
Percentage of repeat business 25%
Customer complaints per customer 0.05%
Product/ Service Performance:
Measure Summary of Performance
New service sales dollars as a percentage of total sales 15%
Total percentage cost of the procurement cycle per invoice 80%
Percentage of projects within or under budget 75%
Percentage of service deadlines met 87%
Cycle Time:
Measure Summary of Performance
Average time to respond to requests for function bookings information 48 hours
Average time to respond to requests for other services information 2 hours
Average time to respond to customer call (wait time) 3 mins
Average call time/ customer 7.5 mins
Productivity:
Measure Summary of Performance
Percentage of total FTEs involved in generating and implementing new product/service ideas per $1 million revenue 25%
Percentage of total FTEs providing service of product/services per $1 million revenue 30%
Total marketing cost as a percentage of revenue 10%
Average annual hours of training per sales employee 10 hours
Average annual hours of training per service employee 3 hours
Average annual hours of training per supervisor/management employee 20 hours
Percentage of customer calls resulting in a job 60%
Innovation:
Measure Summary of Performance
Number of improvement ideas suggested annually 200
Number of improvement ideas implemented annually 15
Percentage of sales due to service improvements 25%
Sample Team Roster
SITXMGT001 Assessment 1: Assignment, v1, April 2016
© Apex Institute of Education
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Team Roster
Event Mon Tue Wed Thu Fri
No of guests
No Of Arrivals
No Of Departures
No Of In-House
Staff Member
LEGEND
07:00 - 15:00 M
15:00 - 23:00 A
23:00 - 06:00 N
Weekly OFF WO
Prepared By :
Approved By:
Staff File Note
Employee Name: Date:
Signatures (if applicable)
SITXMGT001 Assessment 1: Assignment, v1, April 2016
© Apex Institute of Education
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Role-play Coaching Observation
Identify the performance issue ? ?
Allow the employee time to think before replying to questions ? ?
Use body language cues to help put the employee at ease ? ?
Acknowledge the employee during the coaching session using positive feedback ? ?
Provide constructive feedback to the employee during the session ? ?
Provide strategies for continuous improvement for the employee ? ?
Provide counselling to staff about the consequences if this problem continues ? ?
Provide feedback to reinforce excellence in customer service ? ?
Utilise a number of communication skills to reflect and clarify the employee’s answers:
? Active Listening
? Clarifying
? Summarising
?
?
?
?
?
?
Assessor’s name Assessor’s signature Date
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