Unit assessment pack (UAP) Assessments SITXHRM006 SITXHRM006 Monitor Staff Performance Assessment Instructions The assessment tasks that you need to complete for this unit are as follows: Assessment...

Unit assessment pack (UAP)
Assessments
SITXHRM006
    
SITXHRM006 Monitor Staff Performance Assessment Instructions
The assessment tasks that you need to complete for this unit are as follows:
    Assessment Task 1: Role Play
    Assessment Task 2 - Project
Assessment Task 1: Role Play
1) This assessment task is a role play to be done by each student in front of trainer/assessor on the due date set by the trainer.
2) Students must use professional language, involve class mates to seek feedback and use appropriate body language in accordance with the Manager role they are portraying.
3) Your assessor will use an observation sheet and provide feedback whether your role play is satisfactory or not satisfactory.
4) Time frame: You will need approximately 45 minutes to conduct roleplay.
5) Assessment site: WAIFS campus
Equipment/Resource Required:
· Laptop/PC with Microsoft Office installed
· Learner Guide
· Cass mates to conduct roleplay
Competency outcome:
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory
Trainer feedback will be provided within 14 calendar days after assessment submission.
Assessment Task 2: Project
1. This assessment task requires you to complete a project individually (Activity 1 to Activity 4).
2. Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the overall unit of competency. You are required to review all activities in the workbook and understand the contents/concepts thoroughly before completing this task.
3. For activity 1, 3 and 4: Your classmates will play the role of supervisor and staff members. Your trainer will observe you performing roleplays and conducting meetings and will provide feedback using observation sheet.
4. All answers MUST be your own work and should NOT be plagiarised.
Assessments must be typed and emailed to the trainer, submissions must follow below specifications:
· adhere to the specific word count specified for each question
· be in [maximum] 12 point typeface
· Must be well presented, well referenced, well-structured
· Cover page must include:
· Unit name and Unit Code
· Student’s name and Student ID
· Assessment Task 2: Project
· Trainer Name
· Assessment Submission Date
5. Time frame: You will need approximately 4 hours to finish this task.
6. Assessment site: WAIFS campus or independent learning environment.
7. Email your finished assessment to your Trainer at given email address before due date on your timetable.
Equipment/Resource Required:
· Laptop/PC with Microsoft Office installed
· Internet
· Learner Guide
Competency outcome:
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory
Trainer feedback will be provided within 14 calendar days after assessment submission
Declaration
I declare that no part of this assessment has been copied from another person’s work with the exception of where I have listed or referenced documents or work and that no part of this assessment has been written for me by another person. I also understand the assessment instructions and requirements and consent to being assessed.
Signed:        ____________________________________________________________
Date:        ____________________________________________________________
If activities have been completed as part of a small group or in pairs, details of the learners involved should be provided below:
This assessment has been completed by the following persons and we acknowledge that it was a fair team effort where everyone contributed equally to the work completed. We declare that no part of this assessment has been copied from another person’s work with the exception of where we have listed or referenced documents or work and that no part of this assessment has been written for us by another person.
Student 1: …………………………………………………………………………………………… (full name)
Signed: ………………………………………… Date: ………………………
Student 2: …………………………………………………………………………………………… (full name)
Signed: ………………………………………… Date: ………………………
Student 3: …………………………………………………………………………………………… (full name)
Signed: ………………………………………… Date: ………………………
Student 4: …………………………………………………………………………………………… (full name)
Signed: ………………………………………… Date: ………………………
If you have any questions at all please discuss them with your trainer – we are here to help
Assessment Task 1: Role Play
Scenario – Background Information:
You are the new manager of Silent Treat Café and Convention Centre.
The Café and Convention Centre is set in beautiful themed gardens with a duck pond, with indoor and outdoor seating available. The café provides breakfast, lunch or a delicious snack in lush, tranquil settings.
Silent Treat has built a reputation for quality food and friendly service. Menus change on a seasonal basis and cater to different dietary requirements. It is fully licensed and offers a wide range of Australian and local wines.
You cater for a variety of special events such as birthdays, weddings, anniversaries, fundraising events and corporate functions. You have a wide range of packages and menus to suit different budgets and styles, including buffets, barbeques, finger food and two- and three-course dinners.
Silent Treat features a boutique function room which can cater for 30 guests for an intimate celebration or convention. For larger events, the Paddock Room can seat 50 guests during the day and be expanded to seat up to 160 in the evenings.
Opening hours: 7.00 am to 5.00 pm, seven days a week, and in the evenings for function and convention bookings.
You manage a team of eight members. You are hands on with your managerial duties, and supervisors only manage team members when you are not there.
Organisation mission statement:
We use quality, sustainably sourced products and suppliers who share our beliefs. We act in an ethical and socially responsible way and continue to improve our products and services and reduce our environmental impact.
We recognise that our team is critical to our success and we are dedicated to employing the best people, who are passionate about our vision, and treating them as a valued family member. We want every customer who enters Silent Treat Café and Convention Centre to enjoy the beauty of nature and leave feeling energised and inspired.
Strategic goals:
· Take advantage of economies of scale and increase efficiencies across the café and convention centre by improving communication, HR systems, streamlining purchasing and improving customer management systems by 20XX.
· Receive a 5-star customer service rating from Hospitality Now! (hospitality accreditation organisation).
· Receive a 5-star food rating for food from Hospitality Now! (hospitality accreditation organisation).
· Receive a 5-star rating for events from Hospitality Now! (hospitality accreditation organisation).
· Be the number one convention centre and café on the east coast by 20XX.
· Identify and successfully implement innovation ideas that bring benefits to the business and our stakeholders.
· To continue to be recognised as a leader in sustainable practices and champion new sustainability initiatives and technology.
· To increase net profit by 10% annually.
· To improve existing and establish new supplier relationships with other innovative companies.
· To continue to learn and adopt current best practices.
· To develop leadership abilities and potential of the team to support expansion and growth strategies.
Managers’ code of conduct:
All managers and supervisors of Silent Treat Café and Convention Centre must abide by the following code of conduct and behaviour expectations.
· Practice professional grooming standards.
· Be respectful to all team members, customers and other stakeholders.
· Act with integrity in all their dealings with all team members, customers, suppliers and other stakeholders.
· Be honest and transparent in all their communications with customers, team members and other stakeholders.
· Be fair and consistent with customers, team members and other stakeholders.
· Act ethically in all tasks undertaken.
· Exhibit excellent communication skills, including expressing yourself positively and clearly, actively listening, asking appropriate questions and having an understanding of body language.
· Show empathy to customers, team members and other stakeholders.
· Be flexible to the ever-changing needs of the business.
· Keep all confidential information private.
· Follow all workplace policies and procedures.
Activity: Develop team plans and team’s commitment and cooperation
As you are the new manager of Silent Treat Café and Convention Centre. It is the beginning of the year and you are required to develop goals with your team. The previous manager had a Laissez-Faire leadership style previously, which had led to communication barriers/issues between staff, falling revenue and failure to adhere to organisational policies in the correct manner. You need to adopt a more effective leadership style and apply motivational theories to achieve organisational goals, whilst managing the Silent Treat Café. The executive management team would like you to come up with five (5) team goals. These goals are to be based on the organisational goals. You decide to focus on the café and its staff first.
The café staff include the following full-time employees.
· Jemma – Cafe supervisor
· Lisa – Front counter server
· Travis – Front counter server
· Meg – Chef
· David – Sous chef
· Sasha – Sandwich hand
· Kat – Front counter server
· John – Sous chef
You need to conduct a Professional development session for your team. In which you need to conduct a meeting with your team members and owner in order to develop and communicate the short, medium and long-term plans of team in consistent with organisational goals.
Your assessor/trainer will perform as your owner and your colleagues will be acting as your team members. If there are insufficient numbers of student, then your trainer/assessor will act in multiple roles.
As a manager, student must perform the following as part of this assignment task:
In this meeting, you need to cover the following aspects:
· Short / Medium / Long-term plan of team and organisation
· Roles and responsibility of each team member
· Performance review and recognition of employee
· Feedback and Q&A session
· Meeting time will be 45 minutes.
Tasks:
In this meeting, you need to perform the following tasks:
1. You need to discuss the organisational goals with your team members in this meeting. Develop short, medium and long-term team plans and objectives in consultation with your team members in consistent with organisational goals. You need to act as a positive role model in this activity in order to motivate and encourage your team members. You need to come up with any five (5) team goals that your team want to achieve in this hotel. Prepare and document these plans and submit these to your owner and management.
Short term: To review the quality of services being offered
Medium term: To attract new customers through membership plans
To develop new vendors and suppliers for procurement
Long term: To be most preferred convention centre among corporates
To achieve 5 star rating in marketplace
Based on the team plans that you have developed with you team members, communicate expectations, roles and responsibilities for following team members by interacting positively and in professional manners and encourage them to take responsibility for own work.
1. Jemma – Cafe supervisor
1. Lisa – Front counter server
1. Travis – Front counter server
1. Meg – Chef
1. David – Sous chef
1. Sasha – Sandwich hand
1. Kat – Front counter server
1. John – Sous chef
These expectations, roles and responsibilities of team members must be considered following aspects:
· Adhering to policies and procedures
· Cooperative and open communication
· Nature and scope of work
· Relationships with others in the workplace and interdependent areas of activity
· Reporting requirements
Manager: As you we have already discussed about goals for the current year it’s time to know the responsibilities what each one of us going to handle so that together we will be able to meet them. Jemma will be working with me in developing new vendors and suppliers for procuring raw materials and equipment.
Jemma: I will be looking for the same through food and hospitality exhibitions, e-commerce websites and online directories.
Manager: The quality should not be compromised and cost of raw material need to be negotiated efficiently.
Jemma: Noted!
Manager: Lisa, Travis and Kat will make sure that ethical policies and procedures will be followed strictly. You have to make sure that environment is customer friendly and all their needs are taken care of. I am available for discussion at the end of day regarding daily activities.
Lisa: The feedback forms will be filled by customer so that we can keep a track on service quality
Travis: The food quality will also be monitored through quick response mechanism machine.
Kat: I will be assimilating these reports and submit their analysis
Manager: These reports will be submitted on daily and fortnightly basis so that evaluation of quality can be on regular basis. Make sure these reports are generated on time.
Manager: The chef will be managing whole chefs’ team and recording their daily menu preparations along with checking the quality of food. Critically evaluating quick response by clients and taking actions there itself.
Meg: My team and I will be doing so diligently.
Manager: John and David both of you are chefs and have shift duties so you will be managing your shift teams under the leadership of Meg and will be adhering to menus and nutrition standards. Mostly corporate events are held in morning and family gathering in night so menu designing needs to according to the taste, season and occasion.
John: Definitely, we have few designed corporate menus in process along with suggestion from them to include any.
David: For other arrangements, we have worked with the nutritionist of the company and included some multi cuisine recipes as well.
Manager: Finalise it and we will be working on it tomorrow. Sasha will be coordinating with team members and looking after the customer relationship department. She will handling their queries along with me and offering them innovative packages for business development.
Sasha: I have worked on few and will discuss with you by today evening!
1. In this meeting, you need to share and seek information from the wider business environment by encouraging your teams and individuals and ask their suggestions in order to develop innovative approaches to work. You need to share the following information with your team:
· Organisation performance
· Changes in organisational policies
· Marketing information and targets
· Overall organisational objectives
· Plans for new equipment
· Rationale for management decisions
· Technology updates
· Training developments
· Methods of collecting and interpreting performance data
You need to observe the contribution of each team member in developing innovative approaches.
Manager: Hello team! Today we all will be discussing about some information which is critical in everyday routine here at workplace. I believe that you all will be participating actively in the discussion and pour in your valuable suggestion as a part of change management.
We have true responsibility on our shoulders to take organizational performance to next level. We have to gain rating through our work and not just advertisements and promotion.
Lisa: I feel the need of introducing new equipment at some places in the cafeteria to reduce the waiting time and quicken the process like vending machines.
Kat: I feel that training should be imparted of all process to junior staff so that dependency on one particular staff member can be reduced and the work should not be suffered in their absence.
Manager: I agree to both you Lisa and Kat. Jemma, Travis and Meg do you have more to add?
Jemma: We need to be more proactive in promoting the café and conventions centre through available marketing channels and involve marketing team with us so that new ideas can be explored. It will help in merging ideas and attainment of organization’s objectives.
Meg: Though I am chef but I feel holding competitions at promotional events like introduction of new nutritional recipes, ideas to promote a particular service will give new dimensions to add to the plan.
Travis: I agree with Meg on this part and support her idea.
Sasha: The feedback, which is collected at counter need to be reverted to customer to give feeling of belongingness with company. We can invite them to witness the change as assess the quality.
Manager: Thank you team for the insights. I have noted your suggestions and I will discuss the same with management.
1. You need to create a comfortable environment for the team where they will show their interest in meeting. For this, you need to model and encourage open and supportive communication with them.
Manager: Hello team! As we are dealing with regular challenges I hope you are finding your job quite interesting and exciting.
David: Indeed! These new introductions giving us exposure to deal with quality as it is coming with lot of performance pressure.
Meg: Being chef is a responsibility as it serves warmth and feeling at home delivery. The quality parameters and menus are so much fun at workplace though they are serious jobs.
Manager: I am happy that you are quite comfortable with the environment.
Lisa: The interaction with team on regular basis help us to know each other potential better and work with positive competition.
Travis: I agree with all of you though we might face some rude customers but at the end, their satisfaction is our priority.
Manager: I am glad we are moving on right path and will surely achieve goals of being a leader.
1. You need to seek feedback from your team members in professional manner. Your team members will suggest you some changes in goals and policies, you need to implement that changes within the bounds of organisational goals and policies.
Manager: It is feedback time. I appreciate that if you share...