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Student Assessment Cover Sheet







Course Code​SIT50416​​Course Name​Diploma of Hospitality Management


Unit Code:​SITXHRM003​​Unit Title:​Lead andmanagepeople



Due Date​________________​Assessment Name​Assessment 1 -Short AnswerQuestions


Assessment 2 -Project


Assessment 3 -Role Play


StudentNo.​________________​Student Name​​_____________________________


Student Phone​________________​Student Email​​_____________________________



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I declare that this assessment is my own work and where my work is supported by documents from my workplace placement/employer permission has been granted.



Note: This assessment will not be accepted unless all sections have been completed and the front cover has been signed and dated.



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Short AnswerQuestions











Course Code and Name:​SIT50416 Diploma of Hospitality Management


Unit Code:​​​SITXHRM003


Unit Title: ​​​Lead and manage people



Assessment 1


YourTask:


Answer the following questions below. All questions must be answered.













Question 1


List 5 roles and functions performed by supervisors and managers:

















Question 2


Match the leadership style on the left to the description on the right:




Authoritarianorautocratic leadership




Participativeordemocratic




Laissez-fairestyle




Transactionalleadership




Transformationalleadership




Situationalleadership




1.Gives guidance to the team, but also seek their input and opinions when making decisions.


2.Involves somebody speaking from a position of power and exercising tight control over their subordinates.


3.Involves giving people a job and a possible direction and letting them do it themselves.


4.Involves modifying your style of leadership to suit the particular situation.


5.Involves setting out clear goals and objectives, along with the corresponding rewards and punishment.


6.The leader will offer some kind of personal transformation to the follower.















Question 3


List 4 important skills (or characteristics) of members of an effective team:​



1.



2.



3.



4.















Question 4


List the 3 individual job roles of members in YOUR team, and describe what each role does.



Job Role 1: Job Function:


Job Role 2: Job Function:


Job Role 3: Job Function:​














Question 5


List 4 common problems teams may encounter.



1.



2.



3.



4.















Question 6


What does ‘Group Dynamics’ mean?



















Question 7


List 6 advantages of working as a team, as opposed to working individually.



1.



2.



3.



4.



5.



6.















Question 8


As a leader, the most important part of being a leader is setting a good example. Why is this?


















Question 9


List 3 ways you can act to send a positive message to your team as a leader:



1.



2.



3.















Question 10


What is a manager’s role in achieving company goals?


















Question 11


Why must you show your staff that you support the business goals?



















Question 12


List 4 reasons why treating people with integrity, respect and empathy will help you manage your team.



1.



2.



3.



4.















Question 13


If you don’t treat people with respect (for example use fear and threats) this can have a negative effect on your team. List 4 examples of how lack of respect can negatively impact on a team:



1.



2.



3.



4.















Question 14


Fill in the following gaps


There are 3 types of goals you need to set, they are;




term



term



term














Question 15


List 3 methods you could use to help your team to monitor the progress of meeting goals:



1.



2.



3.















Question 16


Setting KPIs helps to keep the organisational goals, in line with the plans and objectives of your team.


List 3 good KPIs that might help your team achieve the organisational goals.



1.



2.



3.















Question 17


Why is setting a KPI of ‘increased sales’ a bad KPI for helping your team achieve business goals?



















Question 18


What type of communication methods can you use to help a team become more independent (and take responsibility for their own work)?



1.



2.



3.















Question 19


You must inform staff of what is expected in their individual role or activities they undertake. One example is making sure you have told them expected outcomes – list 4 other aspects you must clearly communicate to them:



1.



2.



3.



4.















Question 20


How can encouraging open communication and innovative thinking help your team meet goals?



1.



2.



3.















Question 21


List 3 innovations in the hospitality industry, that you may discuss with your team:



1.



2.



3.
















Question 22


Why is encouraging and rewarding staff important?


















Question 23


List 3 ways to reward individual or team performance.



1.



2.



3.















Question 24


List 3 benefits of communicating with your staff and involving them in making decisions.



1.



2.



3.















Question 25


List 3 ways to show your employees that you support and value open communication within the team



1.



2.



3.















Question 26


As a manager or team leader you need to communicate the important ideas, plans and objectives. List 3 pieces of data or information the team may need full access to.



1.



2.



3.















Question 27


How does having your team fully informed about business objectives and goals help the business?


















Question 28


When someone has a criticism of your team’s performance why does this reflect badly on you?



















Question 29


What does using feedback provide team members with?


















Question 30


Finish this sentence. If the employee has done a good job, then the feedback should be......

















Question 31


Finish this sentence. If you need to provide criticism to an employee, then the feedback should be......

















Question 32


List 3 benefits of delegation



1.



2.



3.















Question 33


List 3 reasons managers don’t delegate.



1.



2.



3.















Question 34


How does increasing an employee’s level of responsibility gradually help the employee overcome some barriers to delegation?




















Question 35


Why is it important to make an effort to develop individuals within your team?



















Question 36


List 3 ways you can help individuals develop within a team



1.



2.



3.















Question 37


You can use KPIs which can help you monitor team performance, to make sure your team is progressing towards achieving goals. What does ‘KPI’ stand for?


















Question 38


KPIs should conform to the SMART principle. What does S.M.A.R.T. stand for?



















Question 39


How often should you provide coaching or mentoring to your team?

















Question 40


List 2 aspects which can affect how much coaching or mentoring a person may need.



1.



2.















Question 41


When it comes to motivation – what is more important to most people than money?


















Question 42


Why isrecognisingand rewarding good performance important?


















Question 43


List 3 methods to reward good performance of team members:



1.



2.



3.















Question 44


What are motivational theories?


List 3 examples of motivational theories



1.



2.



3.










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Project










Course Code and Name:​SIT50416 Diploma of Hospitality Management


Unit Code:​​​SITXHRM003


Unit Title: ​​​Lead and manage people



Assessment 2–Projectthis needs to be typed


YourTasks:


Setting managing and communicating Key Performance Indicators



For this assessment you are required to considerthescenario fromthe hospitalityindustry 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:​

1.Set and measure KPIs.2.Use new or innovative approaches to meet the KPIs.3.Define constraints to meeting KPIs.4.Know what to do if KPIs are not met.5.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



EXAMPLE ONLY: The average per head spend currently sits at $23.00.



EXAMPLE ONLY: Increase average spend to $26.50



The feedback received per 5000 customers shows 250 (5%) customers were dissatisfied with product and service provisions


Meals in restaurant


Wine service in restaurant


Service in restaurant


Service in bar


Cocktails in bar


Range of drinks in bar and restaurant


Service at reception



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


Overcharged for room


Overcharged for meal


Overcharged for drinks in restaurant


Overcharged for drinks in bar



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.




1.Set and measure KPIs




NOTE:Please chooseONEof the previous scenarios which most closely resembles your industry to set the following KPIs.




Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department.


Model Hospitality KPIs


KPI 1:


























KPI Name:



Customer dissatisfaction



KPI Description:





Current:





KPI Target:





How you will measure this KPI?


Over what time frame?





KPI 2:


























KPI Name:



discrepancies with customer accounts/wrong order



KPI Description:





Current:





KPI Target:





How you will measure this KPI?


Over what time frame?





KPI 3:


























KPI Name:



complaints related to cleanliness of glassware/crockery



KPI Description:





Current:





KPI Target:





How you will measure this KPI? Over what time frame?








2.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.



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 1





KPI Target 2





KPI Target 3





3.Constraints to meeting KPIs.




What could prevent you (organisational constraints) from implementing these new techniques? What needs to be considered?












4.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.












5.Methods of communication.



What methods of communication will you use to communicate the KPIs to your team?








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Role Play











Course Code and Name:​SIT50416 Diploma of Hospitality Management


Unit Code:​​​SITXHRM003


Unit Title: ​​​Lead and manage people



Assessment C– Role play


SectionA – Planning monitoring

1.Participate in a meeting with your classmates to plan a functionBBQ, you will need to actively participate in the demonstration of the following tasks:

A.Discuss theoverview of the activitiesthat will be doneby the teamat the function/role play event.B.Discuss the skillsof the teamC.Participate in the delegation ofjob roles and duties undertaken by each team memberD.Discuss what needs tobe planned, organised and allocated, and communicated to each team member or the team as a groupE.Decide who will bedecision makingfor each taskandsupervising thedelegation of tasks. (Every student in the group must have tasks they are in charge of and monitoring the delegation)F.The documentation you will use to assist you to inform staff (e.g.orderinginformation, menus, schedules etc.)G.Set a time for thede-briefing staff at the end of the service.



Based on the outcome of the meetingyou now need to document your planning of your monitoring of staff that you have been delegated to ensure the smooth running of.


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:

a.Set Job Responsibilities and Tasksb.Relate job responsibilities to specific performance indicatorsc.Employee Feedbackd.Professional Developmente.Bonus and Reward Systemsf.Provide employees with feedbackg.Delegating tasks​











a.Set Job Responsibilities and Tasks


Choose one Job Role within yourfunction planand document the responsibilities for that job role.


Use the following example as a guide:EXAMPLE: Roles and responsibilities














































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






































b.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














Example:Performance Indicator:



How this will be measured:



​​Delegate job tasks to other waiting staff.​



All waiting staff to know their own role and tasks for each shift.
























Performance Indicator:



How this will be measured:









Performance Indicator:



How this will be measured:










c.Employee Feedback
List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an example of each:














EXAMPLE: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:



1.







2.







3.






1.







2.







3.



d.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 2techniques which you can use to identify problems or skills shortages induring the function, 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.











1.




2.








Bonus and Reward Systems
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



1.




2.




3.





1.




2.




3.




1.




2.




3.




e.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 theclassmate.














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 progressof preparation for the function







Work Scenario 2



Feedback Method



During the service to ensure quality










f.Delegating tasks


List2tasks youcandelegate as a supervisorof the taskin yourfunction. 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










Task 2



Benefits of delegation















SectionB -Service of the function​



Now it is time to execute your class function. You will demonstrate your ability to carry out activitiy planned. Using your knowledge of leadership and management techniques, you will need to:

1.Plan and organise the activity(BBQ with drinks for all students)2.Use appropriate decision making techniques3.Delegate suitable tasks using the correct techniques4.Collect and provide relevant feedback from and to staff5.Use suitable motivation techniques


Section C – Post monitoring/observation. Evaluating the monitoring processes

a.Participate in a de-brief of the efficiency and/or deficiency of the workplace practices:1.What worked well?2.What did not work well and why?b.Discuss how effective was the communication:1.Between you and individual team members2.Between you and team3.Amongst the teamc.How effective was the allocation and delegation of tasks to individuals and the team overall? What were the shortfalls or weaknesses you have identified, and which actions will you take to overcome these?d.Tell your trainer the feedback have you provided? To whom?e.Tell your trainer the feedback have you received from individuals, and the team overall?f.How have you used feedback received and in which instances? How will you use feedback received for future services as part of continuous improvement?




























































































SectionA – Planning monitoring



S



NYS



Comments



Provides an overview of the activities undertaken in the workplace/ department









Provides an overview of the team characteristics









The individual job roles for each team member are provided









The tasks typically performed in each job role are provided









A description of how tasks are planned for the monitoring instance is provided









A description of how task requirements are organised for the monitoring instance is provided









A description of how tasks are allocated and communicated to staff for the monitoring instance is provided









The planned task allocation is suitable to the individual job roles and task typically performed









The provisions for decision making processes are explained









The provisions for and principles of delegation processes are outlined









The documentation which will be used for briefing, information of staff to plan and undertake the service instance is explained









The key steps for monitoring are outlined relevant for the type of tasks performed by the team and the monitoring instance.









The de-brief provisions and details are outlined









































































































































































































































































































Section B– Service of the function



S



NYS



Comments



Planning and Organising









Establishes rapport with the team









Communicates the requirements for the service instance









The individual roles and tasks are explained









The individual and team roles are allocated









Acts pro-actively during service periods and attends to problems as these arise









The operation remains effective during the instance observed









Disruption to service or production is minimal









The instance is managed without impacts on customer service or schedules









Interacts with team members in a positive manner









Encourage and promotes open communication









Conducts in a professional manner reflective of a supervisor in a leading role









Decision Making









Involves the team in decision making processes relevant to tasks and procedures:









1.









2.









3.









Decisions are made collectively and agreed on









Valid concerns are considered and evaluated









Delegation of Tasks









Tasks for delegation are discussed:









1.









2.









3.









The individual capacity is considered for delegation of tasks









The potential barriers which may affect delegation or associated tasks are identified









Tasks are explained clearly









Delegation is implemented and followed up









Shortfalls or problems are identified









The reasons for performance issues are identified









Pro-active steps are taken to ensure the outcomes are achieved









Mentoring and coaching is used to help staff to achieve tasks where possible









Provisions of Feedback









Provides feedback and encouragement to staff where difficult or new tasks are undertaken









Provides fee back on individual performance









Provides feedback on team performance









Feedback to staff is provided in a constructive manner









Student seeks feedback from individuals in the workplace









Student seeks feedback from the team









The feedback received is used to suggest changes for the operation









Where feasible, suggested changes from feedback are implemented into processes









Suggestions and improvements from the team are acknowledged as “coming from the team”









Motivation through Recognition and Rewards









Motivates team members to achieve tasks through supportive actions and constructive feedback









Recognisesand uses praise for achievement of individuals and the team overall









Uses rewards where applicable within realistic means and constraints




























































































SectionC – Post monitoring/observation.



S



NYS



Comments



The efficiencies in the workplace during monitoring have been identified and discussed









The efficiencies in the workplace during monitoring have been identified and discussed









The effectiveness of communication between has been identified and evaluated:

1.Student and individual team members2.Student and team3.Amongst the team







The effectiveness of allocation of tasks has been evaluated









Suggested provisions to overcome identified shortfalls are realistic and can be applied









The effectiveness of delegation has been evaluated









Suggested provisions to overcome identified shortfalls from delegation are realistic and can be applied









Provides an overview of feedback provided to individuals during the monitoring instances









Provides an overview of feedback received from individuals during the monitoring instances









Provides an overview how feedback received was applied and used in service instances where applicable









Provides suggestions for use of received feedback for future service instances









The suggestions for use/ application of feedback for future instances are realistic and provide for improvement


















Feedback:




Result: Satisfactory | Not Satisfactory | Not Assessed











Student Declaration:I declare that I have been assessed in this unit, and I have been advised of my result. I also am aware of my appeal rights.



Name:​________________________


Signature:​________________________


Date:​____/_____/_____












Assessor:I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback




Name:​________________________


Signature:​________________________


Date:​____/_____/_____




J:\VET\Hospitality\2018 SIT Hospitality\SIT50416 -Diploma of Hospitality (Mgmt)\SITXHRM003\STUDENT ASSESSMENT GUIDE\SITXHRM003_Student Assessment v3.1.docx

Answered Same DayJun 20, 2021SITXHRM003Training.Gov.Au

Answer To: Student Name: ___________________________________________​ Unit: ​SITXHRM003 Lead and manage people...

Soumi answered on Jun 25 2021
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Student Name: ___________________________________________    
Unit:     SITXHRM003 Lead and manage people
        
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Satisfactory (NYS)
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    Project
    
    
    
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Course Code    SIT50416        Course Name    Diploma of Hospitality Management
Unit Code:     SITXHRM003        Unit Title:     Lead and manage people
Due Date    ________________    Assessment Name    Assessment 1 - Short Answer Questions
Assessment 2 - Project
Assessment 3 - Role Play
Student No.    ________________    Student Name        _____________________________
Student Phone    ________________    Student Email        _____________________________
Student Declaration
I declare that this assessment is my own work and where my work is supported by documents from my workplace placement/employer permission has been granted.
Note: This assessment will not be accepted unless all sections have been completed and the front cover has been signed and dated.
Student Signature    ______________________________________________________________
Office Use Only
Date/s Received:    ___/___/___        ___/___/___        ___/___/___
Date/s Assessed:    ___/___/___        ___/___/___        ___/___/___
Result of Assessment:    ___________        ___________        ___________
    Entered on Training Plan
    
    Moderation
    
    Signature
Note for Assessors: Filling out the above Office Use Only section as part of an electronic submission will operate in the same way as physically signing this cover sheet. If not physically signed, Assessor must print their name in signature box.
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Course Code and Name:     SIT50416 Diploma of Hospitality Management
Unit Code:            SITXHRM003
Unit Title:             Lead and manage people
Assessment 1
Your Task:
Answer the following questions below. All questions must be answered.
    Question 1
List 5 roles and functions performed by supervisors and managers:
    Supervisors and managers manage,
· refine and optimise the performance and functioning of internal staffs,
· help in aligning quality and safety standards for the organisational service or product offering
· maintain the inventory and supply chain
· hire, train and layoff staffs as per the situation demand
· determine schedules for optimum consistency of performance
    Question 2
Match the leadership style on the left to the description on the right:
    
Authoritarian or autocratic leadership
Participative or democratic
Laissez-faire style
Transactional leadership
Transformational leadership
Situational leadership
    
1. Gives guidance to the team, but also seek their input and opinions when making decisions. (Democratic Leadership)
2. Involves somebody speaking from a position of power and exercising tight control over their subordinates. (Autocratic Leadership)
3. Involves giving people a job and a possible direction and letting them do it themselves. (Laissez-faire Leadership)
4. Involves modifying your style of leadership to suit the particular situation. (Situational Leadership)
5. Involves setting out clear goals and objectives, along with the corresponding rewards and punishment. (Transactional Leadership)
6. The leader will offer some kind of personal transformation to the follower. (Transformational Leadership)
    Question 3
List 4 important skills (or characteristics) of members of an effective team:    
    1. Having genuine dedication towards team goals and commitment for working as a part of a team
2. Having the skills for active listening and active participation in team tasks
3. Having the skills for information sharing and acting responsibly towards the team, involving unofficial service offering
4. Having good communication skills and multi-tasking abilities while performing as a part of a team
    Question 4
List the 3 individual job roles of members in YOUR team, and describe what each role does.
    Job Role 1: Manager Job Function: Managers look after the performance of each department, take decisions, make upper management orders executed and regulate the functional system.
Job Role 2: Host Job Function: The host receives the visitors to the organisations and interact with them to get their confidence, cater details of their expectations and offer services accordingly.
Job Role 3: Staffs Job Function: The staffs, as mentioned by Asensio-Martínez et al. (2019), offer their services under the directions of the manager by performing their individual tasks at hand, aiming at retaining highest quality and safety standards.     
    Question 5
List 4 common problems teams may encounter.
    1. Considering the fact that teams have more than one employee, working together for a common goal, the miscommunication among the staffs and the subsequent development of lack of coordination becomes a common problem for teams.
2. As opined by Van Bunderen, Greer and Van Knippenberg (2018), teams face problems when the leader of a team fails to resolve power distribution issues, offering direction for future, which makes team, perform less.
3. In case the team members do not feel attached to their team, they do not participate willingly, which makes the performance of the team spiral down, posing a problem.
4. Teams often face the problem of lack of creativity, as the leaders focus on performance consistency and production increase, which makes the work dull and uninteresting for staffs.
    Question 6
What does ‘Group Dynamics’ mean?
    Group dynamics is the psychological perception and attitude developed by the members of a team, while performing together. As stated by Hoey, Schroder, Morgan, Rogers and Nagappan (2018), team dynamics is the aspect that forms, retains and improves team functionality and cohesiveness of members.
    Question 7
List 6 advantages of working as a team, as opposed to working individually.
    1. Working as a team, offers faster completion of work due to higher quantities of human labour at disposal
2. Creative approach are more common in team works, as different ideas are amalgamated by team members
3. Working in a team improves multi-tasking and communication skills of members of the team
4. Teamwork offer higher capacity as multiple people work together, creating lesser work- stress on each staff
5. Working in team improves skill development of employees as they learn from each other as well as repeat tasks and cater accuracy and speed
6. Working in team gives the ability to learn about conflict resolution and motivation gathering during work
    Question 8
As a leader, the most important part of being a leader is setting a good example. Why is this?
    In a team, leaders are considered by members of the team as someone with higher knowledge, skill and vision. As mentioned by Kosfeld (2019), as employees consider the leaders as their role model within respective teams, it becomes important that leaders set good example, so that employees get motivated by his or her acts and perform better.
    Question 9
List 3 ways you can act to send a positive message to your team as a leader:
    1. Acting as a leader, abiding the punctuality at the workplace would give the team members a positive message, as they would also follow the tendency of abiding punctuality, offering consistent work
2. As a leader, the team members must be praised for their work, which would make them feel positive about their tasks and improve their performance
3. A leader can show utmost respect for each members of a team, making their self-esteem high and send a positive message for them to work more dedicatedly as a team.
    Question 10
What is a manager’s role in achieving company goals?
    A manager shows its employees the direction towards the goals, which makes them strive mutually. In addition, managers also offer guide lines, and use tools such as SMART recommendations for attaining targeted goals (Verburg et al. 2018).
    Question 11
Why must you show your staff that you support the business goals?
    The leaders get the chance of taking orders directly from the executives and managers of company, forwarding them to the team members. As opined by Liu, Han and DeBello (2018), in order to manage teams and motivate team members properly, the leaders of teams must have faith in the organisational goals, therefore, must support the business goals.
    Question 12
List 4 reasons why treating people with integrity, respect and empathy will help you manage your team.
    1. Showing integrity, respect and empathy improves workplace satisfaction and self-esteem, leading to easy managing of teams
2. It improves cohesiveness of employees within a team, making them complement each other’s work as a team
3. It generates dedication among team members, creates organisational loyalty, which gives management flexibility
4. Showing integrity, respect and empathy for team members improves the likability of leaders among employees, which gives the leaders the ability to manage team members
    Question 13
If you don’t treat people with respect (for example use fear and threats) this can have a negative effect on your team. List 4 examples of how lack of respect can negatively impact on a team:
    1. Lack of respect for team members create low self-esteem and job satisfaction and lead to employee turnover
2. As mentioned by A Megeirhi, Kilic, Avci, Afsar and Abubakar (2018), lack of respect for team members hinder team cohesiveness, communication and coordination, which hinder team performance.
3. Lack of respect showcased for team members make them reluctant towards work, which result in lower quality and performance as well as difficulties in management
4. Leaders are not respected and their views are not accepted by team members if the members are not shown proper respect from the leaders’ end.
    Question 14
Fill in the following gaps
There are 3 types of goals you need to set, they are;
    Long term: to attain highest quality for hospitality standards, performance and quality in a consistent manner
Medium term: to acquire changes as per the changes in the contemporary market and public demand
Short term: to generate profit and maintain a sustainable business environment with proper use of resources
    Question 15
List 3 methods you could use to help your team to monitor the progress of meeting goals:
    1. By setting short-term goals that gradually lead to final goals can be used to monitor team progress in meeting goals
2. By using benchmarks, team members’ progress in meeting goals can be monitored
3. Use of 360 degree appraisal and checklist can help in monitoring the team members’ progress in meeting goals
    Question 16
Setting KPIs helps to keep the organisational goals, in line with the plans and objectives of your team.
List 3 good KPIs that might help your team achieve the organisational goals.
    1. Customer satisfaction degree is directly proportional to team goal attaining and therefore, is an effective KPI
2. Return on investment is also an effective KPI, which hints at the effective performance of team goal attaining
3. Number of customers a KPI as it hints at the effectiveness of the team members; goal attaining and their effectiveness
    Question 17
Why is setting a KPI of ‘increased sales’ a bad KPI for helping your team achieve business goals?
    Increased sales does not indicate team performance and effectiveness, as sales can increase due to marker demand increase and lack of competition, therefore, considering increased sales as KPI is bad for business goals.
    Question 18
What type of communication methods can you use to help a team become more independent (and take responsibility for their own work)?
    1. By using hand signals and gestures (non-verbal communication) team members can be communicated without much information sharing and more responsible about their tasks
2. With written document based direction sharing, acting as communication method, team members can be provided with same information, making them perform their respective tasks responsibly
3. By organising general body meetings each member of the team can be communicated and respective job roles allocated, making them independent.
    Question 19
You must inform staff of what is expected in their individual role or activities they undertake. One example is making sure you have told them expected outcomes – list 4 other aspects you must clearly communicate to them:
    1. Making the team members know the respective time allocated for each tasks within, which they have to finish them
2. Making the team members abide the safety and quality standards during work, to ensure legal guidelines
3. To abide the directions of their leaders without much protest and must provide logical reasoning for rejecting the direction of the leaders
4. To maintain time schedule under all circumstances and offer higher performance to compensate late initiation of work
    Question 20
How can encouraging open communication and innovative thinking help your team meet goals?
    1. Innovative thinking and open communication help in streamlining production channels and supply chains, which makes the goal attaining easy
2. Open communication and innovative thinking improves inner team-communication, which improves coordination and faster goal attaining
3. Innovative thinking and open communication gives work flexibility, enabling meeting of team-goals easy
    Question 21
List 3 innovations in the hospitality industry, that you may discuss with your team:
    1. The use of Keyless entry for staffs using smart devices in hospitality industry
2. Use of Internet of Things and virtual assistants (SIRI, Alexa and Google Now) for room services and order taking
3. Cloud based storage for data collection, access and information based data mining for knowing customer preferences
    Question 22
Why is encouraging and rewarding staff important?
    Encouraging and rewarding staffs act as motivators, which gives staffs a feeling of prioritisation of their respective works by organisational management, making them dedicated to work leading to higher performance, more efficiency, job satisfaction and self esteem retention, which is responsible for organisational loyalty (Gawke, Gorgievski & Bakker, 2018).
    Question 23
List 3 ways to reward individual or team performance.
    1. By listing the name of the best performing team on notice board the team performance can be rewarded, making the team members derive pride from the recognition
2. By offering monetary incentives to individual employees, a sense of rewarding can be generated within organisations
3. By promoting individuals, they can be rewarded, offering higher salaries and job flexibility
    Question 24
List 3 benefits of communicating with your staff and involving them in making decisions.
    1. Involvement of staffs in decision making makes the decisions mutually accepted, reducing disagreement
2. Involvement of staffs make decisions more unique as brainstorming process is executed extensively
3. Staff involvement gives decisions a sense of potential risk, which leaders and managers often fail to identify
    Question 25
List 3 ways to show your employees that you support and value open communication within the team
    1. Send meeting information to each and every employee within the organisation and offer entry to all
2. Consider employee suggestions with rational criticism in prior final decision making
3. Allow employees to vent their perceptions in regard to a discussed issue or guideline
    Question 26
As a manager or team leader you need to communicate the important ideas, plans and objectives. List 3 pieces of data or information the team may need full access to.
    1. Access to task schedules including the time allocated for entire task as well as individual parts of the task
2. List of tasks allocated to each employee, understand individual role in the entire task and its process
3. Access to information about the safety and quality standards abided by the organisation
    Question 27
How does having your team fully informed about business objectives and goals help the business?
    Making the members of a team aware about the business objectives and goals helps them to accept the rules, regulations and tasks rationally. As mentioned by D’Souza and De Sousa (2018), organisational objectives and goals are centred at the time of task guidelines setting, and the knowledge of the objective and goals give team members justification for the guidelines, making them abide them unquestionably.
    Question 28
When someone has a criticism of your team’s performance why does this reflect badly on you?
    As a person criticises the team performance, I as the leader is held responsible, as the team members perform and abide norms and guidelines that the leader determines, which affects the leader negatively and impacts the leadership badly.
    Question 29
What does using feedback provide team members...
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