PLEASE DO DETAILED ANSWERS TO 2 AND 3
SITXHRM003 Lead and Manage People ASSESSMENT COVER SHEET (Please ensure this cover sheet is completed and attached on top of each assessment) QUALIFICATION CODE AND TITLE: SIT60316 ADVANCED DIPLOMA OF HOSPITALITY MANAGEMENT UNIT CODE: SITXHRM003 TITLE: Lead and Manage People__________________ Student Number Student Name Assessor Name Assessment Name and Number Final Assessment Assessment Task Number and Name Assessment Due Date 22.10.2022 Submission Date Competency Date: RESULT ☐ SATISFACTORY ☐ UNSATISFACTORY FINAL OVERALL RESULT ☐ COMPETENT ☐ NOT YET COMPETENT STUDENT DECLARATION I declare that: · This assessment is my own work, based on my own study and research and no part of it has been copied from and other source except where due acknowledgement/reference has been made. · If this assessment was based on collaborative/teamwork, as authorized by the trainer, I have not submitted the same final version of any assessment material as another student. · I have not previously submitted this assessment or any part of this assessment for this or any other course/unit. · I have kept a copy of my assessment. · I give permission for my assessment to be reproduced, communicated, compared and archived for the purposes of detecting plagiarism. · I understand that plagiarism is the practice of taking someone else’s work or ideas and passing it off as one’s own work and that the attached assessment maybe checked for plagiarism. · I understand that collusion is presenting another person’s assessment as one’s own and/or providing your own work to another person to allow them to pass it off as their own. · Any assessment deemed unsatisfactory will require me to undergo reassessment which may be different to the one originally submitted. · I am aware that in the event that I disagree with the assessment outcome I have the right to appeal that result. I will follow the complaints and appeals process. · A late submission fee of $100 per assessment will apply if the assessment is submitted after the scheduled due date unless a formal extension has been granted by the Program Manager or Course Co-ordinator. Student Signature:Date: ASSESSMENT SUMMARY SHEET To be deemed competent students must have a satisfactory result recorded for each assessment activity. If a result is not satisfactory for any assessment task, the trainer/assessor will determine the training and assessment tasks to be completed. The student has been assessed as competent in the elements and performance criteria, performance evidence and knowledge evidence and in line with the assessment conditions. The students work submitted for this assessment is:☐Valid☐Sufficient☐ Current☐ Authentic ASSESSMENT TASK 1 ☐ SATISFACTORY ☐ NOT SATISFACTORY ☐ NOT APPLICABLE ASSESSMENT TASK 2 ☐ SATISFACTORY ☐ NOT SATISFACTORY ☐ NOT APPLICABLE ASSESSMENT TASK 3 ☐ SATISFACTORY ☐ NOT SATISFACTORY ☐ NOT APPLICABLE Feedback to Student The student has been given feedback and informed of the assessment result and the reasons for the decision. Trainer/Assessor Signature Date Other Resubmission Date Is this assessment subject to an appeals process Yes No Outcome of appeal ASSESSMENT 1 Answer the following questions in brief. 1. Among various functions and roles played by supervisors and managers, four major roles are given below. Discuss what actions are included in those roles. Roles Explanation 1. Decision Making 2. Delegating Tasks 3. Monitoring Staff 4. Planning and Organizing Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 2. List those eight important information that managers/leaders/ supervisors might need to share with employees. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 3. What are the five basic expectations that management will have of their employees in the workplace? 1. 2. 3. 4. 5. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 4. What are the five considerations to be made in the individual development of staff? 1. 2. 3. 4. 5. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 5. What are the features of these different leadership styles? Authoritarian Style Paternalistic Style Democratic Style Laissez-faire Transactional Style Transformational Style Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 6. What are the features of open and supportive communications. List any four. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 7. What are the characteristics of effective leadership? List any four. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 8. Discuss two key points for the following. Explanation 1. Principles of teamwork a. b. 2. Characteristics of effective teams a. b. 3. Roles and attributes of team members a. b. 4. Organisation of teams a. b. 5. Potential team problems a. b. 6. Benefits of effective teamwork a. b. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 9. Discuss the role and theories of motivation as they apply to the management of individuals and teams. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 10. Discuss the role of dynamics in successful team management and the development of a healthy people-centered workplace culture. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 11. Mention five main forms of recognition and reward applicable to leading staff. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 12. Discuss about the types of organizational plans and planning processes that helps improve business operations. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: ASSESSMENT 2 CASE STUDY Your mission as the leader is to be the most popular café. It’s popularity by strong leadership, sound communication and the provision of a clear strategic direction that ensures it’s a great place for staff to work; it provides food and beverages that the public wants with a focus on local produce and sustainable practices; and it becomes known for its vibe and atmosphere. PLANS: STAFF with trust and integrity with each other, as well as with employees and the community. Customer focus through appreciation of interests and passion for food that is local, healthy and delicious and sustainably sourced. Innovation through best practice and change Increase local traffic by 30% in the new upcoming financial year Develop and implement a “specials or loyalty” program to use as the basis of weekly advertising in the local area Provide entertainment to encourage customers to stay longer. Establish relationships with local talent to provide entertainment and increase advertising locally. The owner has asked you to develop a teamwork plan that will include a range of tasks and activities that the café’s staff can carry out over the next 3 months to achieve the key strategic goals and objectives. In order to develop a plan that will be enthusiastically adopted by the team, you are to conduct a meeting with the staff to inform them of the new key goals, and to workshop innovative ideas they may have that could help the business achieve them. With the participation of the staff, you are to translate their ideas into actions that they will then carry out. You are the manager of ADORE CAFÉ, BAR AND RESTAURANT. YOUR STAFF: ALLAN MILLER- CHEF- FULL TIME KATRINA LAMA- CHEF- FULLTIME ANIL THAPA- SOU CHEF- FULL TIME ANDREA SANTOS- SOU CHEF- PART TIME JUN SANTOS- KITCHEN HAND- CASUAL MILA CRUZ- KITCHEN HAND- CASUAL JOAN REYES- WAIT STAFF- CASUAL JIM TORRES- WAIT STAFF- CASUAL QUESTION 1 1A. CREATE A PLAN AND PREPARE A MEETING WITH THE TEAM (PLANNING AND ORGANISING) The meeting will provide an opportunity for all the employees to contribute to the next stage of the business’s development. You will be collecting ideas about how the team can fulfil the business’s objectives. Encourage all staff to be innovative and be constructive in their participation. Remember that this unit’s focus is on teams working in an effective way, and you are being assessed on your ability to encourage and support your colleagues to do this. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 1B. COMPOSE AN EMAIL TO THE OWNER presenting the plans you have to achieve your goal. (INFORMATION PROVISION) Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: 1C. COMPOSE AN EMAIL TO THE STAFF designating tasks, activities, and projects. Include the date, time, and place of the meeting in the email. (DELEGATION TASKS) Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: QUESTION 2 Case 1 You received a customer complaint email. To The Manager, [ADORE CAFÉ BAR AND RESTAURANT] [125 EDWARD ST EDWARD CITY 4000] Subject- A complaint letter for Bad Customer Service This is to bring to the kind attention that we are extremely disappointed with the service provided by you when we had visited ADORE last month. To celebrate our wedding anniversary, we thought of visiting ADORE CAFÉ AND RESTAURANT will be a great idea. But unfortunately, we have been served terrible food. My fried chicken was not crispy the soup was cold. On top of that your staff was very rude to us. We did not receive any apology or care when the food was delivered to us after a very long wait. The staff who was serving us was Joan Reyes. When I called her obviously, we are upset, and I will admit that my tone was not friendly that’s maybe the reason why she told me that she was not the one who cooked the food but still not acceptable for a staff to talk to the guests rudely. We did not finish our dinner and just ruined our celebration. I will not recommend your restaurant to anyone Thank you. Regards, Sarah Geronimo Demonstrate how you will handle the complaint. How will you give this feedback to the team? Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: QUESTION 3 Present the above activity 1 and 2 to your 2 colleagues and seek for feedback. One will be as a co- employee, and one will be as your leader. You can find templates for feedback forms attached in V-learn uploaded under Additional Resources. Attach your completed forms below. Assessor Use Only: SATISFACTORY ☐ UNSATISFACTORY ☐ NOTES: ASSESSMENT 3 1.