SIT50416 - Diploma of Hospitality Management

SIT50416 - Diploma of Hospitality Management 

Purpose of the Assessment
The purpose of this assessment is to assess the student in the following learning outcomes:	Competent (C)	Not Yet Competent (NYC)
SITXMGT001 Monitor work operations
1.1Monitor efficiency and service levels through close contact with day-to-day operations.
1.2 Ensure workplace operations support overall organisational goals and quality assurance initiatives.
1.3 Identify quality problems and issues and make appropriate adjustments to procedures and systems, with relevant approvals.
1.4 Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations.
1.5 Provide feedback to colleagues and management to inform future planning.
1.6Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.
1.7Assess and respond to opportunities to improve sustainability of day-to-day operations.
2.1. Assess current workloads, and schedule work to maximise efficiency and customer service quality within budget constraints.
2.2. Delegate work according to principles of delegation.
2.3. Assess workflow and progress against agreed objectives and timelines.
2.4. Assist colleagues in prioritising workload through supportive feedback and coaching.
2.5. Provide timely input to appropriate management regarding staffing needs.
3.1. Monitor team and individual performance against agreed goals and objectives.
3.2. Proactively share information, knowledge and experiences with team members.
3.3. Challenge and test ideas within the team in a positive and collaborative way.
3.4. Provide feedback, coaching and support to team members.
3.5. Complete and submit organisation records as required.
4.1. Identify and analyse workplace problems from an operational and customer service perspective.
4.2. Initiate short-term actions to resolve immediate problems where appropriate.
4.3. Analyse problems for long-term impact, and assess and action potential solutions in consultation with relevant colleagues.
4.4. Where a team member raises a problem, encourage individual participation in solving it.
4.5. Take follow-up action to monitor effectiveness of solutions.
SITXMGT002 Establish and conduct business relationships
1.1 Establish relationships in line with organisational requirements and protocols.
1.2 Use effective communication skills and techniques to build business relationships.
1.3 Proactively identify and take up opportunities to maintain regular contact with customers and suppliers.
2.1. Use negotiation techniques in line with professional and organisational protocols to maximise benefits of relationship for all parties.
2.2. Incorporate feedback and input from colleagues into negotiation where appropriate.
2.3. Communicate results of negotiations to appropriate colleagues and stakeholders within appropriate timeframes.
3.1. Confirm agreements in writing according to organisational requirements, using formal contracts where appropriate.
3.2. Obtain approvals for all aspects of formal agreements according to organisational procedures.
3.3. Evaluate and act on the need for specialist advice as required.
4.1. Proactively seek, review, and act upon information needed to maintain sound business relationships.
4.2. Honour agreements within scope of individual responsibility, complying with agreed terms.
4.3. Take account of agreed performance indicators.
4.4. Make adjustments to agreements in consultation with customer or supplier and share information with appropriate colleagues.
4.5. Nurture relationships through regular contact and use of effective interpersonal and communication styles.
Assessment / evidence gathering conditions
Each assessment component is recorded as either Competent (C) or Not Yet Competent (NYC). A student can only achieve competence when all assessment components listed under “Purpose of the assessment” section are recorded as competent. Your trainer will give you feedback after the completion of each assessment. A student who is assessed as NYC (Not Yet Competent) is eligible for re-assessment.
Resources required for this Assessment
All documents must be created in Microsoft Word Upon completion, submit the assessment printed copy to your trainer along with assessment coversheet Refer to the notes on eLearning to answer the task/s Any additional material will be provided by your Trainer Computer with relevant software applications and access to internet eLearning notes relevant to the tasks/questions

 

Instructions for Students

Please read the following instructions carefully This assessment has to be completed     ☒ In class   ☒ At home The assessment is to be completed according to the instructions given by your assessor. Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term. Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.  If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. Please refer to the College re-assessment policy for more information (Student handbook).

 

 

ASSESSMENT TASKS

There are three (3) tasks to complete for this unit of competence:   This assessment is based on ACA Restaurant Café’ Business Plan and uses several scenarios to complete the 3 (three) Tasks. Certain tasks contain sub-tasks with written questionnaires, case study analysis report, role plays, and development of organisational records.   These tasks comprise the assessment of the application of ACA Restaurant Café’ business standards and policy knowledge and addressing the need to oversee and monitor the quality of day-to-day work. You will need to demonstrate management skills to communicate effectively with team members, plan and organise operational functions, and solve problems.    Continually monitoring and looking for ways to improve workplace operations lead to improved time management and increased productivity needs to progress and support organisational effort to enhance customer value. The implementation of designing the workflow and system must reflect the business summary of ACA Restaurant Café’ and should state relevant experience/exposure with such workplace environment.     You are required to respond to all the tasks by demonstrating your skills and knowledge within the assessment guidelines and requirements. Certain tasks have been developed with templates, tables, and sections with appropriate spaces, in which you will have to complete and/or provide information to ensure you demonstrate the skills and knowledge of the units. Marking criteria have been provided to support the student’s understanding of the requirement for each task.    To be deemed competent in this assessment each student must demonstrate through written reports and provide information in given templates, the knowledge, and understanding of what actions are necessary to obtain and keep current with the legislative requirements for their industry and specific business. You will have to respond to all the tasks by demonstrating your skills and knowledge within the assessment guidelines and requirements. In Task 1B, 2B, 3A and 3C, there are templates provided, in which you will have to utilise to ensure you validate the required skills and knowledge.   Your responses must comprise:   a comprehensive, detailed and integrated work operations information and management plan a work strategy and operation procedures a formal communication strategy a reflection of current relevant legislation regarding diversity, working conditions and WHS acts formal and planned involvement with a wide range of stakeholders a documented risk, issues, and change-management methodology a quality execution plan with assurance and control processes of work operations for customer services a restaurant café’ team-based environment   Evidence of the following is important:   demonstration of work operations implementation and its standards review within the workplace knowledge of workflow and system application and the promotion of its benefits, strategies to comply with procedures for handling complaints or harassment allegations, and management plans, tools, issues, and likely challenges   Task 1 – Analysis and planning    This activity has been designed to assess your knowledge and understanding of the need for research and analysis for managing and applying work operations in the workplace.   This task consists of questionnaires which associate with the knowledge of the work operations procedures and standards through identifying issues, monitoring the effectiveness of workflow by tracking the need and time of process improvements and improving sustainability work practices to manage the quality services of the ACA Restaurant Café. The responses should include the following: Must be relevant to the business functions and standards of ACA Restaurant Café that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of work operations followed by relevant experience/exposure within ACA Restaurant Café’ work environment and the scenario incident stated within the assessment. Your response to the questionnaires must relate to roles and responsibilities and business of the restaurant café. The questionnaires have been developed with templates and sections with appropriate spaces, in which you will have to complete and/or provide information to ensure you demonstrate the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level.  Suggested links provided to support findings. Stimulated to practice. Certain tasks require you to reflect Assessment 2 Task 4A of the subject Workplace Diversity and Customer Service to support for the development of responses. If you do not have access to the assessment task or if you have started with this subject as an initial attempt of this course, you must negotiate and discuss with your Assessor to consider the use a scenario/case study relevant to the team briefing task as a case study as a suitable substitute or use similar workplace examples. Marking allocations have been stated with each task to support the comprehension of the required information to be delivered.  Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.   Task 2 – Role Play and Organisational records development    This activity has been designed to assess your knowledge and understanding of integrating adjustments to standards and policies and procedures of workplace operations to gain organisational goals and quality assurance initiatives.   This task consists of conducting a role play to improve the effectiveness of the staff’s overall work practice that will contribute to continuous improvement followed by, documenting staff records of decided initiatives and opportunities to maximise efficiency. The execution of the role play and staff recording should include the following: Must be relevant to the standards and policies of ACA Restaurant Café and Business Summary plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of customer service practices followed by relevant experience/exposure within ACA Restaurant Café’ work environment. The information provided must relate to roles and responsibilities and business of the restaurant café. A role play task has been developed based on staged real-life workplace environment as will be generated by your Assessor, with the consideration of the scenario incident provided within the assessment. Certain procedural acts based on the customer services standards and work operations have also been contemplated within the development of this task. You are to follow the guidelines on how to demonstrate the role play with reference to the marking guide provided in the appendices. Partners from your class will be required to assist you to conduct the role play to demonstrate the skills and knowledge of the units. Instructions are provided to which students must comply to gain the competency level.  theory answers without reference to ACA Restaurant Café’ business operations will not be assessed as satisfactory The development of the organisational recording must comprise of the requirements to accommodate the performance requirements as stated in the task instructions and marking guide, and to complete this task, the student must comply and use the template provided. Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.   Task 3 – Organisational records development, flow chart design, coaching activity, and written responses   This activity has been designed to assess your knowledge and understanding of coaching and delegating tasks in line with the organisational goals to improve work performance, decision making, and employee engagement.   This task consists of the development of an organisational record, flow chart designing, completing an activity to foster coaching and written responses to assist empowering staff to make decisions and be motivated to aim for higher achievements. Coaching can subdue costly and time-consuming performance issues and reinforce staff skills that will allow them to focus on delegated tasks to take greater responsibility and accountability for actions and commitments. The execution of these tasks should include the following: Must be relevant to the standards and policies of ACA Restaurant Café and Business Summary plan that you will find in e-learning unless otherwise stated. Responses should link to the theoretical and legislative aspects of customer service practices followed by relevant experience/exposure within ACA Restaurant Café’ work environment. The information provided must relate to roles and responsibilities and business of the restaurant café. To generate the organisational records, you must refer to standards and policies of ACA Restaurant Café and the relevant scenario incidents and must comprise of the requirements to accommodate the performance requirements as stated in the task instructions and marking guide, and to complete this task, the student must comply and use the template provided. You are to follow the guidelines on how to demonstrate and/or complete the task with the use of the information given in the appendices. The development of the document must comprise of the requirements to accommodate the performance requirements as stated in the task instructions and marking criteria, and to complete this task, the student must comply and use the template provided The responses to questionnaires and flowchart that are to be provided must reflect the relevant scenario incidents and the previous tasks responses to foster the consistency of improved work process and as a continuation process of work operations. Questionnaires have been with templates and sections with appropriate spaces, in which you will have to complete and/or provide information. Instructions are provided to which students must comply to gain the competency level.  theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory. Demonstrate that you can or have applied what you have learned, regardless of whether you have undertaken all the performance requirements of the workplace.

 

TABLE OF CONTENT

CONTENT	PAGES	MARKS	MARKS ACHIEVED
Task 1 - Analysis of Monitoring to Plan for Continuous Improvement (Total of 25 marks)
Written Responses (Total of 16 marks)
Q1: Identifying problems within the work procedures and system		3
Q2: Monitoring effectiveness and service levels of the work operations		3
Q3: Current and industry trend research		3
Q4: Short term and long-term resolutions		3
Q5: Areas of day to day sustainability practise		4
Workplace operational planning to meet goals and quality assurance initiatives		7
Formal and informal methods of communication		2
Task 2 Assessing, Planning and Development of Workflow (Total of 10 marks)
Staff Performance Development Role play		5
Records of Staff performance		5
Task 3 Delegation of work and Coaching to Support for Decision-Making (Total of 15 marks)
Implementation of the principles of delegation		5
Flow chart		1
Prioritising work		4
Written Responses (Total of 5marks)
Q1: Internal and external conditions affect individual performance		1
Q2: Follow-up of effectiveness and sharing information		2
Q3: Addressing issue and alternative solution to management		2
TOTAL		50

The learner is required to update and adjust the page numbers and topics based on the amount of their content and the responses made to each task

 

Develop and Monitor Quality Work Operations

 

As stated in the Business details above, ACA Restaurant Cafe’ is owned and managed by partners Emma Supreme and Rufus Clarendon. It is located within ACA Hotel. 

 

The Restaurant Café’ is currently open:

Monday – Friday: 6:00 am – 9:00 pm

Saturday: 8:00 am – 9:00 pm

Sunday 8:00 am – 9:00 pm

 

The owners of the restaurant have decided to start opening on more hours on Saturdays and Sundays due to increased business operation and customer demands as follows:

Saturday:   6:00 am to 11:00 pm 

Sunday: 6:00 am to 11:00 pm 

 

ACA Restaurant Cafe’ has been experiencing consistent growth in sales and numbers of customers over the last two years.

The Owners of ACA Restaurant Cafe’, fosters an environment of energy, skills, and determination to exceed the customer’s expectation. Understanding the need for quality customer service being a vital element of the business operations, they cater to improve the implementation of innovative strategies and service policies that address every conceivable aspect of the customer experience. Establishing a strong customer standard by delivering quality products and services has been a drive to retain their customers and increase profits throughout the years. 

 

BACKGROUND

John Smith is the CEO of Clarendon College, Level 1, 123 Martin Place, NSW 2000 that has multiple branches across Australia. With its growth in partnership with leading organisations, Mr. Smith fosters to support and empower positive student engagement, and bring together community resources to enrich their learning and wellbeing.

To ensure the business builds relationships, trust and expands unceasingly, from time to time he would host occasions for clients from all around Australian, with the aim to exchange values and establish new professional relationships and strengthen existing ones. He had been very happy with the services of ACA Hotel and having ACA Restaurant Café’ within its facility, it has fulfilled his needs in looking after his guests in the past. His Clients would stay-over in the Hotel and enjoy dining at ACA Restaurant Café’. Only once, he had a trifling issue with ACA Restaurant Café in the past, but that was looked after well and immediately solved. He was satisfied with the overall experience.  

Just recently, he has made a new contract agreement to collaborate a project with Pacific Training & Consultancy Firm. 

 

SCENARIO 1 

Mr. Smith decided to celebrate the success of the new contract with Clarendon College and Pacific Training & Consultancy Firm from Melbourne. He had already booked in for accommodation, 2 months prior, with ACA Hotel for 10 people, and equipped to make arrangements for an exquisite dining experience at the ACA Restaurant Café. 

 

To ensure a nice table had been booked for his 10 guests, he contacted the Restaurant Café’ via phone to make a reservation on the 12th August 2019. He contacted them straight after he made the booking at the ACA hotel for one night on the 15th October 2019. It was lunchtime at 12:30 pm when he contacted the ACA Restaurant Café’.  The initial conversation started with a female staff (Imogen O’Hara) of the restaurant. While she was taking the order, it seemed that she was not sure of the items he was ordering and notified that she preferred Mr. Smith spoke to another experienced staff, as she was a new recruit and was still learning the booking for events.

Mr. Smith was getting quite impatient as he had a meeting to attend soon and that a similar case with taking delayed order has happened in the past with this restaurant Café. But the Restaurant Manager, Joe Roux had taken full control immediately and compensated. The outcome of that event ended really well. 

To appreciate his loyalty as a customer, Mr. Smith was keen to celebrate this event again with this restaurant café’, and also having the hotel adjacent, it would be easier for his colleagues from Melbourne for accommodation. 

He was put on hold over 10 minutes. The phone was then passed to Sally. She did not apologise to Mr. Smith for the wait and asked him straight away ‘Yes? How can I help you?” 

Mr. Smith started to place the order, but it seemed that Sally was rushing in taking the orders and making errors in recoding them. Being very frustrated Mr. Smith asked if there was anyone else who could take the order as it seemed, she did not know the products and did not know how to order.  “I have repeated myself three times! I don’t know why you cannot understand?” said Mr. Smith. 

To that, Sally got very angry and said, “It’s just very busy here and I am taking the order and I don’t understand your accent! I am trying my best!” 

Mr. Smith felt very offended and thought that being a racist comment. However, decided to ignore her remark. But mostly what bothered Mr. Smith the most was, that she was talking to other staffs in between taking his orders. She kept on saying that it was very busy in the restaurant and that the new system the restaurant has implemented is too complicated and that she was having difficulty placing the order. Irritation was clearly evident in her tone of voice.  

It took over 20 minutes to finalise the order, which had already delayed Mr. Smith’s meeting. Sally declared the total amount and asked him to make the payment. Mr. Smith did not want to further deal with Sally, as he was finding her very rude.  He avoided informing her that in the past he had to pay only 50 % in advance and the remaining would be billed at the end of the event. But it was a bit surprising to Mr. Smith that the amount billed was much higher than his expectation. 

When asked to clarify, Sally stated, “I don’t know what you ordered last time. The prices of the items have gone up but sorry, I don’t know by how much, and if you don’t want to pay that much, you can order something cheaper maybe, if you know what you ordered before, or cancel any item”. 

She was getting agitated and sounded very abrupt to Mr. Smith. She did not even bother to offer any other options or any other substitute suitable items for Mr. Smith to decide, rather waited for him to reply. 

“I had been to your restaurant before and have had similar events there, you should have my previous orders in your system. Why is it not there?’”  Which is what Mr. Smith queried.

“No, I can’t see it. It’s a new system, there is no record”, Sally snapped. 

Being extremely disappointed with the customer service, Mr. Smith paid for the items. He was astounded she put no effort to even look for his records within the system. He receives regular emails and notifications; his records must be within their database. He decided not to speak her again in the future. He will ask for some else or even call later if needed. But he took note to let the Manager know about his experience when he attends on the day of the event. 

Mr. Smith had reserved for the event to happen at 7 pm on the same night he had booked for the night his guest will stay at the ACA Hotel, which was a Tuesday 15th October 2019. He chose the day purposefully, to avoid the busy or peak rush periods that will allow some quality time conversing with his new clients. They will perform corporate purposes by visiting Clarendon College and finalise business contracts during the day and celebrate the new business relationship at night. The guests plan to return back to Melbourne the day after just before noon.

Just one week prior to the event, Mr. Smith contacted the restaurant Café’ again, during the breakfast period just after 8:00 am, to confirm his reservations. One of the staff members, Long, confirmed that his table has been confirmed for 8 people and not for 10. Mr. Smith was annoyed, as after spending so much time ordering, which delayed his meeting that day, Sally had still made an error. Mr. Smith expressed his severe disappointment. The staff apologised for the error and guaranteed to fix immediately as it was just adding two more guests. Mr. Smith also requested to confirm if the food that was ordered was entered correctly for 10 people. The staff confirmed that all has been taken care of.

On the day of the event, Mr. Smith was surprised to see the restaurant was full of customers and found the table he reserved was set up for 8 people. It was just 10 minutes to 7 pm. Staffs (Bill, Jack, Long, and Imogen) present were unable to locate any booking was done for 10 people. They said it had the reservation for 8 people in the system. Mr. Smith had already been waiting for 10 minutes and feeling very embarrassed in front of his guests, he was getting very frustrated and demanded to see the Manager, Joe Roux. 

Joe had taken a day off for personal reasons and the Second Manager, Tony Baldwin was attending a meeting and was running late in returning. So, the Team Leader, Bill Cruise had been asked to attend. He quickly made arrangements for all his quests to have a seat and listened to Mr. Smith’s complaint.  Bill apologised and that he will ensure the food will be served for 10 people. While Bill was investigating, he arranged for the staff to serve some complimentary drinks to make up for the error. As the restaurant was so busy, the Bartender struggled to keep up with the orders. Mr. Smith and his guests waited for a further 15 minutes until the drinks had arrived. 

Bill returned stating that is was an unusually busy day for a Monday and that the delivery of the food might be 10 - 15 minutes late, as the system showed dinner for only 8 people, and now they have to make two extras. Mr. Smith was furious and demanded to speak to the Managers as he cannot risk his guest waiting for that long. 

“Why is there no Manager available if it’s a busy day?” – asked by Mr. Smith.  Bill explained that the Managers are always present, but they had been away for a personal reason, and knowing that Monday is usually not a busy night, the Second Manager had a meeting but was running late. Rather than apologising Bill was defending the situation and seems not to care. 

The food arrived late as near to 8 o’clock. Each time the staffs (Long and Sandra) placed food on the table and would hastily leave. There was no courtesy in their mannerism, and it seemed that they all were in a rush clearing their table, as well as other tables so that other customers could get a seat. Two main dishes were served much delayed and they were cold. No staff was available to inform them of the situation.

The food was not up to the level of Mr. Smith’s expectation and he was very embarrassed in front of his new clients for such a poor dinner arrangement. 

At the end of the event, on his way out, Mr. Smith asked Bill for a refund. “I am very displeased with your services today. The food was not great at all. Two dishes were just cold. And all your staff are just unprofessional!  They don’t seem to be qualified at all. This experience has severely impacted on my image towards my business associates today. I came here because last few times the services and food were great and having the hotel adjacent makes it easier! I want a full refund! “ 

Bill stated that he does not know the refund policy for events, “I can only process the walk-in bills but not events or parties”. He added that only the Managers can process it, however, none of them were present that night. 

In response to that Mr. Smith outraged that he will formally complain to the Owner. “What is the process to complain?” Bill ran and handed him a plain A4 paper and pen and asked him to write it down his concerns. Mr. Smith looked that the blank paper and asked “You do not have any complaint form? What is the guarantee that this document will reach the Owner? I need a more confident way to contact the Owner. Can I complain online?” 

Bill plainly responded “I am not sure about the online, you can try searching at our website. Usually, there should be a place where you can complain. I am not too sure. But if you write down your concern; I will pass it to the Managers”.

Mr. Smith left the restaurant feeling disgusted with the poor quality of customer service and mortified that his new Clients had to experience such. It was way past 10:30 pm when they had left. 

 

SCENARIO 2

 

The General Manager of ACA Hotel had notified you (as Joe Roux), the Manager of  ACA Restaurant  Café’ the next day of the occurrence stated in Scenario 1,  that he was directly addressed a complaint from Mr. Smith during the check-out of his guests about the incident the night before.  He has written a formal complaint letter against ACA Restaurant Café’. As both the Managers of the Restaurant Café’ had not been present that night, and as the staff could not provide him accurate information on how to lodge the complaint, he decided to hand over the written complaint to the Hotel Manager. He requested that he brought forward this issue to the Owners of the Restaurant Cafe’. The General Manager added that Mr. Smith was very upset and declared that he wishes not to ever return to the restaurant due to its poor-quality customer service and inappropriate staff behavior. This will impact in losing loyal customers for ACA Hotel as well. The General Manager of the hotel apprehends that if he posts any negative review online, this can lead to possible reputational damage for the hotel and losing potential customers including existing ones (economic downturn). As the restaurant café and hotel have worked in collaboration to support customer retention, he contemplates that ACA Restaurant Café’ should take the full responsibility to rectify this situation to avoid escalation of more an unpleasant direction and ensure that such negative experience should not reoccur. This matter has been addressed to the Owners of ACA Restaurant Café by you and they have called for an immediate resolution action to be exercised for reviewing, redesigning, validating and implementing changes to the customer service standards, policies, and practices. This is to reduce and avoid any adverse experiences – both for the internal and external customers. 

 

Task 1 - Analysis of Monitoring to Plan for Continuous Improvement

 

ACA Restaurant Cafe’ integrates business planning, implementing, and supervising the delivery of services towards its stakeholders in both strategy and everyday work operations. They believe that an apparent understanding of decision authority, approval processes, and information dissemination are also very vital for successful work operations management within the business.

 

The Owners have been able to sustain being competitive conducting their business within the current ever-changing market by fostering ways in maximising efficiency, productivity, and revenue. They which includes enhanced open communication within the company, generating an open-door policy and fair and respectful behaviour with both internal and external stakeholders. ACA Restaurant Cafe’ aims to shape the workplace environment which embraces change in every facade of work operations of the business. This also adds value in customer relations and employee management. 

 

ACA Restaurant Cafe’ confirms and supports their staff members so that they can contribute in being organised, analytical, creative, resourceful, tech-savvy and capable to make numerous decisions daily to avoid any negative effect of the Agency’s capability to strive in the fast-changing market. 

 

However, since the incident occurred stated in Scenario 1, the Owners believes that there must have been tremendous upheavals within the workflow of the business that has impacted on its culture, creativity and the work itself which includes the systems and procedures, staff performance, and levels of service of ACA Restaurant Café’. 

They plan to focus on the following service areas, customer satisfaction, products supplied and the nature of the administration of documentation to measure how well their plans had been implemented. 

As an initial commencement, based on the incident occurred in Scenario 1, you, as the Manager of ACA Restaurant Cafe’ have been given the responsibility to conduct investigations to diagnose the cause of the unsatisfactory performance affecting the overall work plan and suggest adjustments to procedures and systems to the Owners. The aim is to identify and integrate any findings into the work operations planning for improvements. You may refer to the ACA Restaurant Café’ Customer Service Standards policy which is available on e-learning for a better understanding of the established work procedures that can reflect the customers and internal calculation of statistics of the business.

You have already contacted Mr. Smith via a phone call to apologise and confirm improvements to be incorporated within the workflow that will enable to eradicate re-occurrence of the incident as stated in Scenario 1. In addition to that, you also have posted a post customer survey (internal and external) which projected a negative trend result stating poor customer service delivery and work system. Based on the feedback from the phone call discussion and survey, you have conducted a team briefing with all the staff members to identify the causes of unsatisfactory performances. Now, you have decided to monitor the service level and review the work operations to foster continuous improvements within the business. 

 

Your task is to: 

1. Written Responses: 

Respond to the following queries in the appropriate spaces below: 

All responses must:

• be relevant to the Business summary, standards, and policy of ACA Restaurant Café’ and Scenario 1, unless otherwise stated. 

• demonstrate that you can or have applied what you have learned from acknowledging the policy

• theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

<50% marks of the allocated marks for the questions and answers in Task 1 (Q1 – Q5), will be given for providing theoretical aspect and remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA Restaurant Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case. However, Assessor to assess if the relevant theory has been provided by the student as per the requirement of the tasks. Non-relevant answers will be considered not satisfactory>

                              16 Marks

Question 1: Based on the situation occurred in Scenario 1, state what main problems have you, as the  Manager, have identified within the work procedures and system that has affected the overall performance of ACA Restaurant Café’? You may consider the following areas to support your findings: human resources technology service standards  administration  human resources health and safety <1 mark allocated for identifying problems, 1.5 mark for explanation and 0.5 marks relating to Scenario 1. Total of 3 marks>                                                                                                                                                             3 Mark

Human Resources: The main problem identified by the management was that the employees of the ACA Restaurant Café were not experienced at all. Also, they were not professional in terms of dealing with their clients, as depicted in the case of Mr. Smith whose queries was not answered properly by Sally, there were instances when she was even rude with Mr. Smith. Moreover, the employees were not even sure about the commodities and services of the concerned restaurant and hence they were not able to answer the queries of their customers in an adequate manner (Neupane, 2015) . Also, it can be determined, that the employees were not organized at all as they passed the phone call to other staffs due to the lack of proper information and even engaged in talking with other staffs while talking over the phone with their customers. This has a great potential to annoy the customers.  Technology: The ACA Restaurant Café did not maintain any data base in their organization. Also, they don’t take the initiative to keep the record of their regular customers. Moreover, they don’t have any computer-based system on which they keep the past record of the needs and preferences of their customers, so that it would be easier for them to deal with. Furthermore, there were no proper computer platform, wherein the customers can register their complaints that can be resolved in a systematic manner. Hence, there is a lack of computer-based platform in the organization.  Quality of Service: The quality of service offered by the ACA Restaurant Café is very poor. The customers are not attended properly by the employees of the organization. The customers are required to wait for a long time to get their queries resolved. They engage in communicating with the other hotel staffs, while communicating with the customers. Due to the lack of technology, they provide paper to their customers, to enter their complaint, which is really very unprofessional. All this has been clearly depicted in the case of Mr. Smith and the ACA Restaurant Café.  Administration- Also, the management system of the ACA Restaurant Café was not up to the mark. There was no proper system prevailing in the organization. Every process seemed to be really unorganized. There was no proper complain redressal system in the organization, no data-base system, unprofessional staffs. Hence, the entire management of the concerned hotel was very weak.

Question 2: Based on the identified problems as stated in Task 1 Q1 above, state your responsibility as a Manager, how you plan to closely monitor effectiveness and service levels of the work operations of ACA Restaurant Café’ on a regular basis to ensure services and products are consistent over time? <1 mark allocated for stating your responsibility, 1 mark for an explanation of the plan and 1 mark relating to Scenario 1 and Task 1Q1. Total of 3 marks>                                                                                                                                             3 Marks

The management of the concerned hotel should take an initiative to ensure the proper training of the employees in terms of the commodities and services of the organization. This will enhance the skills and competencies of the employees and they will work in a more professional manner. Moreover, they should be given training both in terms of hard and soft skills. Also, the management should take an initiative to have a proper data-base system in their organization, everything should depend on technology, that is every process should be based on the computer system. For example, customers record, stock keeping of the company and complaint redressal system.  Firstly, the management should ensure that there are sufficient number of employees available at the area of work. So that no customer is left unattended. Secondly, they should keep a track on the level of contentment of the customers of the restaurant. Thirdly, they should keep an eye on the various operations taking place in restaurant and thereby monitor its adequacy and efficiency. In this way any gap in the standard of service offered to the customers can be resolved.

Question 3: As the Manager, you have identified that utilising current and industry trend research can assist ACA Restaurant Cafe’ in pursuing opportunities to improve its work system and enhance quality service and product offering.    Identify any businesses that operate as like ACA Restaurant Café of your choice, and state your analysis in 200 words, by comparing the work operations – including whether they are current and suitable to compete with customers’ demands in the market and inform the Owners of the findings to negotiate improvements. Responses must reflect the situation stated in Scenario 1.                                                                                                                                                                                                      You may also choose to use the following website links to support your findings if needed: www.crestaurant.com.au www.billandtonis.com.au www.restauranthubert.com www.eaudevie.com.au www.quay.com.au <0.5 marks allocated for identifying similar business, 1 mark for stating your analysis and 1 mark for explanation and 0.5 marks relating to Scenario 1. Total of 3 marks>                                                                                                                                   3 Marks

C Restaurant is selected for the purpose of analysis and it will be compared with the operations of the ACA Restaurant Café. The restaurant is present and is appropriate to challenge the requirement of the customers. It is considered to be the best place for celebration and even for the purpose of inviting business colleague. Hence, this would have been a better place for Smith as he was also inviting his business associates to the restaurant and this would have given him a better experience. Everything ranging from selecting the food items from the menu, reserving the seats is available on the website of the restaurant. Hence there will not question for any unorganized processes. In this context it has been determined that the C Restaurant is very much professional and tries to provide the most effective services to its customers.

Question 4: To be able to keep track of the need and time of the system and process improvements, for increasing the business’s internal functions and employee morale continuously and also to decrease the operational costs, what short term and long term resolutions can you consider ensuring incident stated in Scenario 1 does not re-occur. Please consider these resolutions for both your internal and external customers including staff members.                                                                                                     <1 mark allocated for each stated short-term plan and long-term resolutions (total of 2 marks) and 0.5 marks for relating the resolutions to ACA business functions and 0.5 marks relating to Scenario 1. Total of 3 marks>                                             3 Marks

Short Term Resolutions: The goal of the management should be giving proper training to the employees in terms of enhancing their skills and expertise in their respected areas. The training module adopted by the organization should be updated regularly as per the changing needs and requirements of the concerned organization.  The goal of the management should be to consider the use of technologies in their procedures with an attempt to reduced the workload of the employees and keep them motivated. In this way lesser resources like stationaries would be used and there will be lesser provision for mistakes. Thus reducing the functional expense of the organization as well.    Long Term Resolutions: The goal of the organization is bringing total enhancement in the quality of products and services it offers to its customers and emerge as a highly professional organization (Al-Refaie, 2015). Also, the objective of the organization should be to optimize its working system by implementing adequate data base system for its customers along with proper complaint redressal system to enable the organization to function in a very smooth manner.

Question 5: Based on the incident occurred in Scenario 1, you, as the Manager has identified that when it comes to day-to-day operations, evaluating, refining and sustaining consistent behaviours is critical for long-term growth.   Referring to Scenario 1, Mr. Smith commented on whether he could complain online, which has grabbed your attention to look into ways to consider sustainability work practice within the system of ACA Restaurant Café’.   State at least 2 (two) areas of regular sustainability practice you would incorporate within the workflow of ACA Restaurant Café’ to improve the eco-friendliness of the business without disrupting any significances and the processes and ensuring stakeholders proactively commit to this practice.    You may consider the followings to support your findings:   Minimising waste Recruitment efforts Operational efficiencies Duty to act in the best interests of the environment and society Financial sustainability e.g. shared resources, invest in green technologies <1 mark allocated for stating each area (total of 2 marks), 1 mark for stating your reason for improvements in those areas and 1 mark for an explanation with relevancy to the ACA Restaurant Café’ work operation. Total of 4 marks>                          4 Marks

Reduction of Waste Materials- The ACA Restaurant should take an initiative to bring reduction in its waste materials. By implementing a proper information system in the organization, there will be a lesser use of stationeries in the organization, hence the wastage can be reduced (Rothermal, 2016). However reusable glasses can be consumed by the restaurant and the package of products to the distributors should also be returned to minimize a kind of wastage.  Employment Initiatives- The ACA Restaurant should take an initiative to mentor their employees at regular interval of time with an attempt to bring improvement in their area of expertise. Instead of spending their resources in hiring new staffs, they should concentrate on enhancing the skills of the already existing employees and contribute towards the long-term growth of both the employees as well as the organization.

 

2. Identify workplace operational support by planning and organising activities in a timely manner that fit in with the business goals and quality assurance initiatives. Please provide your responses within the given template below by stating the future planning and its associated actions to be undertaken within the business. 

 

Refer to the feedback given during the team briefing meeting conducted in Assessment 2 Task 4A of the subject Workplace Diversity and Customer Service. This is to support your decision making for future planning by revising the existing workflow and schedule of the staff members.                     7 marks

<0.5marks allocated for providing each area of planning and action within the template. Total of 7 marks. Information provided must be relevant to the work operations and its associated responsibilities of ACA Restaurant Café’ and to Scenario 1>

 

You are to consider:

• comprehensive plans for work activities appropriate to the business (industry sector) that ensures necessary steps for success, e.g. plans for avoiding delays and time difficulties, managing adverse customer service situations, technical concerns, effective rostering, improving staff performances and/or increasing any procedural obligations 

• the endeavor to be customer focused

• leadership and management roles and responsibilities based on the business functions

• all substantial changes and contingencies

• service, provision needs to be suitably planned

• application of effective time management ethics

• industrial or legislative issues e.g. work hours and conditions and/or work systems to satisfy WHS obligations

• negotiating own work plan and the work of others by applying time management principles, appropriate to management and Owners

• scope for decision making and problem-solving process

• that the plans developed foster collaboration and information sharing with staff members for continually improving the level of services, productivity and customer satisfaction

• the need to consult with experts/colleagues for suggestive ideas and recognise better customs to advance effectiveness and to increase operational quality service levels.

• Suggestive concepts have been provided for the plan and related action for your understanding

Planning	Action
<Find the scope and goals of the planning process related to work activity, e.g. for staff to learn the new computer system>   Your response: <0.5 mark> The ACA Restaurant should take an initiative to organize proper training and development plan for their employees.	<Determine what you need to conduct for the achievement of the activity. Include the team member who will conduct the task., e.g. Roux to organise a schedule for training for team members>   Your response: <0.5 mark>  In this way information can be shared among the workforce to constantly enhance the standard of service, output and contentment of the consumers.
<Breaking down the major task for the activity into smaller steps - creating a to-do list for completion, e.g. list how many staff needs training, check the availability of staff and their working contracts, consider the days for training, consider any costs related to training, etc>   Your response: <0.5 mark>            The management should take an initiative to conduct meetings at regular interval of time with the specialists in the organization along with the other employees.    The new recruit and the receptionist needs training to be more professional in their conduct.	<Assign each person a role and specific responsibilities to divide the workload, e.g. Baldwin to check availability of staff and review their contracts, Roux to discuss any training costs with the Owners, Fry to list issues of new system and areas of training needed to be requested by staff >   Your response: <0.5 mark>   In this way the management will receive innovative point of views about a particular issue.  The manager should evaluate the performance of his team at regular interval of time and measure the gap in the skills.  Leaders should provide relevant training to the employees.  Employees are required to practice the same.
<Create the timeline for completing the work activity, e.g. all task to be completed in 2 weeks period which includes approval of Owners in 2 days, a listing of staff and confirmation of attendance in 2 days, etc. >   Your response: <0.5 mark>   The training program should be completed within a span of 15 days. But first the training module should be approved by the manager in a span of 2 days.	<Assign each task a completion date to ensure all activities are completed in a timely manner, e.g. Roux to finalise approval of Owner 26/06/19, confirmation of venue 28/06/19, etc.>   Your response: <0.5 mark>   The group of experts will prepare an outline for the training program and send it to the management for approval.  Once, it is approved the leadership of the organization can go ahead to execute the training program.
<Write how due date of tasks are recorded, e.g. set up calendar dates, etc.>    Your response: <0.5 mark>   The management will keep a record of the dead-line for the training program to be executed.	<State how you will ensure all staff involved in the tasks are known of the due dates, e.g. Roux to send reminder texts or emails with a final reminder as the deadline approaches, etc>   Your response: <0.5 mark>    The management should send notifications to the leader and the participants of the training program to enable it to be accomplished within the established deadline.
<Detect any possible difficulties or barriers for the work activities, e.g. technical glitches during training>   Your response: <0.5 mark>  The concerned organization has a poor technological setting that should be fixed to ensure smooth running of the training program (Buhalis et al., 2015).	<Produce an action plan to avoid the difficulties to maintain the activities on track, e.g. Baldwin to keep paper print outs of training steps and system manual, etc.>   Your response: <0.5 mark>    The complete information about the training module should be available in the database of the organization. The supervisor should handle relevant hard copies of the training material to the participants as and when required.
<Plan schedule meetings for staff participation and feedback, e.g. staff to fill up after training form and staff meeting schedules 1 week after training, etc. >   Your response: <0.5 mark>  The management should conduct a meeting with the participant employees in the training program and ask them to give their feedback as well as resolve any problems faced by them.	<Preserve the meetings focused and productive to ensure effective time use, e.g. Roux to create meeting agenda with responsible staff for feedback, item to be discussed with 5 minutes duration, etc.>   Your response: <0.5 mark>  The supervisor is required to provide a copy of the list of things to be discussed in the meetings to the different participants. Also, the participants would be questioned about their perspective on the same.
S< Identify communication to keep staff informed, e.g. send an email with an action plan with the due date for staff follow, ensure two-way communication maintained, etc.>   Your response: <0.5 mark>   E-mail mode will be used to the communicate the training plan to all its participants.	<State how to communicate to ensure staff members are updated with their to-do lists and timelines as necessary, e.g. Baldwin to send regular updates via email within a day after the training, etc>   Your response: <0.5 mark>  The management will prepare a soft copy of the detailed content of the training program and also the strategy to implement the same. The time-frame for each would be created and it will be sent through e-mail to all the employees taking part in it.

 

3. Once future planning has been confirmed with its associated actions to be executed, as described in the above Task 1 B, outline in 50- 100 words,  how you as a Manager, will consider to notify the appropriate stakeholders including management and all the staff members of ACA Restaurant Café’ of the planning and seek their feedback to ensure clear communication and gain their commitment. 

 

You may consider formal and informal methods of communication e.g. meetings, business letters, messaging via email, memos or video conferencing and/or through internet and intranet system. Your responses must be linked to information provided in Task 1B. 

 

<1 mark allocated for stating how you will notify the stakeholders with appropriate methods and 0.5marks for ensuring their commitment and 0.5 marks for an explanation with relating to Task 1B. Total of 2 marks>                                      2 marks

 

Firstly, the management of the ACA Restaurant should conduct a meeting with the different collaborators of the restaurant and give them a brief about the training program, the main objectives of the training program and about the strategy that has been determined to accomplish the set objectives. 

Secondly, at the end of the meeting, the different participants would be handed over to the participants and would be asked to revert back if they have any queries about the same. 

 

Task 2 Assessing, Planning and Development of Workflow

 

After a comprehensive investigation through contacting the customer via phone and survey,  followed by the team briefing, you discover that there is a need to monitor and respond to team-based operational and service issues, however,  there is a much an urgent need to focus on improving individual staff member’s performance who were involved in the incident as stated in Scanario1,  to improve the day to day operation or activity of the Restaurant Café’.

Assessing the current workloads and schedule as stated in Scenario 1, you, as the Manager in discussion with Owners, plan to support Sally to maximise her efficiency and customer service quality. Based on your analysis, she performed with a minimal amount of professionalism and this must be taken into consideration.  You have been given the responsibility to assess her performance progress against agreed objectives and timeline and the Owners are happy to consider any appropriate training with minimum cost or no cost at all. 

Owners apprehend that they have a limited budget for improvements and to recover the overall work system and staff performances of the Restaurant Café. They must be astute of utilising the budget to maintain the financial stability of the business and cannot risk spending the majority of the investment on staff performances. They are firm that staff members should take some responsibility to increase their involvement and improve their own work operations as part of their commitment towards the business. It had been stated and advised during their induction process.  

Based on your investigation, you have identified that Sally was handling multiple tasks including serving customer, coaching Imogen and clearing tables the day of the incident as stated in Scenario 1 when she had taken the call of Mr. Smith. She was unable to clearly articulate her priorities and was unsure of the decision-making process to prioritise the customer’s and the business’s needs. She was too self-focused on completing her own tasks rather than being customer focused and abandoned the scope of teamwork by not seeking the support of other team members when needed. 

Sally failed to follow the written procedure in monitoring, serving appropriately to satisfy Mr. Smith’s need for the event with appropriate information. Not only that, she had ignored her responsibility to sound professional and be patient enough to offer suitable products to M. Smith when he seemed confused. It is evident that she was unsure of the products of the business as well as the prices. She thought he should have known his choices before he rang and if he wasn’t sure that is not her responsibility to support him as it was his money and he can use it on any items however suits him. Also, it was not her responsibility to discuss price changes as it was not her fault that the price of products has changed. Not being aware of the policy and procedures, she then continued with her own duties and operational priorities of the business.

This being a quality problem of services and, ACA Restaurant Café’ will require to incorporate adjustments to policies and procedures to ensure workplace operations support overall organisation goals and quality assurance initiatives.

Your Task is to:

 

1. Conduct a role play of a staff performance development/performance appraisal session for 5 minutes with Sally Thompson.                   5 Marks

 

Reflecting Scenario 1, you as the Manager, recognise Sally’s inability to accomplish her responsibilities up to the standard level of ACA Restaurant Café’ and deem that arranging a performance appraisal system would enhance her broad cross-functional involvement in decision making.

 

During your roleplay, you must address the following within your discussion with Sally (played by one of the classmates - Please see Appendix 1 and Appendix 3 for details);

 

• the aim is to improve the effectiveness of Sally’s overall work practice that will contribute to the quality and continuous improvement of the business operations

• consult clearly about methods to improve any raised issues, efficiency and service levels including any innovative ways e.g. training for new systems

• convey procedures and systems to support work operations and reporting

• to ensure her performance fosters to establish and maintain business relationships with all customers of the Restaurant Café’ with encouragement to solve individual issues

• You will play the role of the Manager of ACA Restaurant Café’ the other person plays the role of Sally. Please see Appendix 1 for details of Sally’s characteristics and Appendix 2 to acknowledge her qualifications and past work experiences. The other person will not be assessed. You will have to demonstrate appropriate leadership and emotional behaviour to the other person and discuss work plans during the meeting.

• Please refer to Marking Guide Criteria in Appendix 4.

 

2. Complete Staff performance development records form based on the staff performance development session as stated in Task 2 A above. 

 

You are to develop this staff record by documenting your discussion and analysis of assessing Sally’s performance and work efficiency in the given template below. The aim is to record the initiatives decided to respond to team-based operational and service issues and providing opportunities to maximise efficiency.

 

You are to consider the following to submit appropriate organisational records to management and make it available for staff for acknowledgment:

 

• planning and organising a work plan based on Sally’s performance as stated in Scenario 1 with the reflection of her characteristics as stated in Appendix 1 and Task 2A

• link the job description of her role based on her responsibilities towards the business of ACA Restaurant Café, and her qualifications and experiences from her resume as stated in Appendix 2

• contingency plan fostering the difficulties in maintaining the time, dealing with demanding customers, technical issues, staffing levels, appropriate rostering ensuring enough staff is available, staff performance, procedural requirements, and product marketing. 

• legislative requirement including hours and condition of work, awards and enterprise agreement, WHS acts

• procedures and systems to support work operations and reporting

• stated monitoring strategy and feedback input from Sally to measure her workflow and progress against agreed objectives and timelines

• discussed strategies to solve individual issues raised by Sally  

• giving timely input to Owners regarding staffing needs to support Sally receiving any training if required

5 Marks

 

Staff Performance Development Records
Name	Position Title	Date
Sally Thompson	Waitress	18-6-2020
Job Description <1 mark>
As a waitress her duty would be to greet the customers with a pleasant smile. Also, should have knowledge about the different products available in the restaurant, take orders from the customers and serve it to them.
Qualification/s and or Experience <0.5 marks>
Customer Assisting Executives in the banking sector.
Key Performance Objective<0.5 marks>
Sally’s objective was to enhance her career prospects in the hospitality sector. Being an energetic person, she wanted to create connection with people around her.
Connection to Job Description <0.5 marks>
The role of a waitress also requires communicating with people.
Proposed Development Need <0.5 marks>)
Training with the new system in the restaurant.
Opportunities identified and action to be taken for improvement <0.5 marks>
Alternative solution (if not performance improved): <0.5 marks>
More advanced level of training.
Stakeholder present: (e.g. Owners, Managers or Team Leader) <0.5 marks>
Management, Sally and her team leader. Also Mr.Smith should be present who has complained about the issue.
Feedback received from Staff member: <0.5 marks>
Minor improvement.

 

Task 3 Delegation of work and Coaching to Support for Decision-Making

 

ACA Restaurant Cafe’ aims to provide quality customer service and thrive to achieve that through ensuring all team members are committed to appropriate work operations. The Owners have always supported and coached team members with delegating tasks to develop certain skills to identify their strengths, be more focused and find the correct path on what they should execute and how. This assists them to create valuable skills and knowledge and develop a sense of pride and satisfaction. 

 

Coaching and delegating tasks overall can help the business overcome costly and time-consuming performance problems as well as retention; employees are more loyal and motivated when their bosses take time to help them improve their skills.                       

 

Based on the incident mentioned in Scenario 1, the Owners apprehend that if prompt actions are not taken to avoid the repetition of the event, that ACA Restaurant Cafe’  will run the risk of inconsistency and miscommunication built across the business, and as a resultant, it will adversely damage the relationships with the customers. As the Owners appreciate all staff members’ contribution, they believe staff members need to be given the scope and initiative aimed to improve their work performance and employee engagement. 

 

Once the workflows have been identified for Sally as stated in Task 2A and Task 2B, it is important to determine whether you have been able to implement them in line with the organisational goals and the necessary tasks to achieve it. 

 

ACA Restaurant Cafe’, has assigned you, as the Manager, to delegate tasks and coach Sally in the requirements of decision making and improve her work operations.

 

Your task is to:

 

1. List at least two significant goals and its associated tasks that you have decided to delegate to Sally as per the need of business. Then outline the relevant activities of those tasks and KPI’s that must be met within a timeframe to accomplish the expected outcome of maximum efficiency and customer service quality. 

 

You are to document the necessary information in the given template below. The template has been created based on the principles of delegation. Suggested examples provided for your better understanding.

5 Marks 

<Marks have been allocated within the given template, totalling of 5 marks. Please refer to the marks within the template. Information provided must be relevant to the work operations and its associated responsibilities of ACA Restaurant Café’ and to Scenario 1 and Task 2A and Task 2B >

 

Consider the following when delegating the work:

• referring to Appendix 1 to analyse Sally’s characteristics and need for support for work pattern

• must be linked to the incident occurred in Scenario 1 that reflects workplace problems from an operational and customer service perspective and duties assigned to the right personnel

• contingency plan fostering the difficulties in maintaining the time, dealing with demanding customers, technical issues, staffing levels, appropriate rostering ensuring enough staff are available, staff performance, procedural requirements, and product marketing

• procedures and systems to support work operations and reporting

• consultation and negotiation with relevant Owners and staff for a short-term and long-term resolution to advance productivity and service levels, including possible for new technologies and other innovations

• ensuring staff confirmation for agreement and commitments

• current work capacities and scheduled work within the business 

• financial constraints of the business for consideration of use of resources or training with no unnecessary disruptions to resources or budget

• problem-solving and decision-making processes and techniques

• legislative requirement including hours and condition of work, awards and enterprise agreement, WHS acts 

 

Name	Sally Thompson
Organisational Goal <1 mark>
<Example: Improve the quality of taking orders over the phone> <1 mark for each goal> To enhance the standard of services that Sally offers to her customers. In this context she should sound pleasant and professional to her customers.    To enhance patience level of Sally when she is communicating over the phone with the customers.
Task<0.5 mark>		Activities<0.5 mark>	KPI<0.5 mark>	Time<0.5 mark>	Expected Outcome<0.5 mark>
< Example: take orders over the phone every week>   <0.25 mark for each>   Your Response: Practice answering the queries of the customers on phone.		Example: acknowledge and revise the full menu and prices of products, have hard copy menu available at hand when taking orders, take orders, confirm the order with a customer, confirm the order has been received within the system by the appropriate personnel, send a notification to Team Leader as for record> <0.25 mark for each>    Your Response: Stay updated with the products and services of the organization at regular interval of time to prevent any lack of information.	< Example: minimum 3 orders to be taken via phone per week and at least 1 event booking in per month, 100% Client satisfaction feedback> <0.25 mark for each>  Your Response: At least three customers handled and at least 1 customer’s issue resolved.	< Example: 4 weeks for ordering via phone and 3 months for events booking continued until Team Leader feedback on performance and review date> <0.25 mark for each> Your Response: 2 weeks of practice.	< Example: Improved professionalism, increased knowledge of products, pricing and capacity to take orders via phone, elimination of errors> <0.25 mark for each>   Your Response: Offering a professional service to the customers.
Your Response: Convincing the clients.		Your Response: Trying to understand the preference of the customers.	Your Response: 3 attempts to convince the clients, with one successful attempt.	Your Response: 2 weeks	Your Response: 2 customers convinced.
Monitoring strategy, feedback, and review: <1.5 marks>
Monitoring strategy: < state how performance will be monitored against agreed goals and objectives, how often and how will you proactively share this information with the staff, e.g. team leader will check every two days the notification sent from staff of the orders taken, weekly monitoring of online feedback from customer, give regular reminder to staff about her progress>  <0.5 marks for stating monitoring action, 0.5 mark for the time frame and 0.5 marks for sharing information. Total of 1.5 marks> Your response: Sally would be required to send a daily report of the task performed to her team leader and she will evaluate the same on a daily basis. In every 7 days updates would be taken from the customers to check if they are satisfied with the standard of service or not.    Feedback: < provide staff member’s input, e.g. staff would like a full training of the customer services standards > <0.25 mark > Your response: Sally is also required to determine if she needs training in any particular area or she wants to be mentored on a different task.    Review: <state when the staff’s next performance will be reviewed and the date> <0.25 mark > Your response: Sally’s performance will be reviewed again after 1 week on 25th June 2020.

 

2. Outline a workflow using a simple flow chart to demonstrate Sally the logical sequence of tasks. 

 

You are to create the flow chart based on your provided information as provided in Task 3 A. Choose any tasks delegated to Sally and create the flow chart. A suggested example is given below for your better understanding.             

Consider the followings to create the flow chart:

 

• the timeframe of the task to perform

• recognition of hours of work, awards and breaks  

• number of people to best achieve a result or task

• procedures and systems to support work operations and reporting

• WHS acts requirements 

• appropriate logical order of tasks to avoid duplication and gaps in service

• interaction with other staff who performs this task regularly for feedback

 

<0.5 marks for creating the flowchart and 0.5 marks for relevancy to Task 3A. Total of 1 mark> 1 mark

 

Suggested Example:

 

A simple flowchart for preparing the restaurant café’ for customers could be:

 

Review bookings sheet

 

Work out numbers of tables & chairs

 

Determine the position of tables and chairs

 

Set out tables and chairs in the restaurant

 

Attend customers queries (2 weeks)

 

Generate daily work report (2 weeks)

 

Get Feedback from the management (Weekly)

 

Give suggestions for improvement ( when asked)

 

3. To coach and test Sally’s ability to prioritise her work and seek her feedback for her understanding to ensure tasks can be completed effectively while focusing on the areas of management for her as stated in the previous task. 4 Marks 

 

It is crucial that you use your initiative to determine which weaknesses she will need to prioritise first and encourage her participation in solving it, should she consider it a confusing task.

Using the priority matrix as given below, you are to coach Sally by completing the following template by providing what she could have prioritised her work based on urgency and importance. Consider the incident occurred in Scenario 1 and procedures and systems to support work operations, to assist her to identify the tasks and develop the skills to categorise her work plan and list the tasks in the appropriate quadrant.

<You are required to cover all four quadrants with at least 1 (one) appropriate and relevant data.1 mark allocated for each quadrant information. Responses must be linked to Scenario 1. This totals of 4 marks>

QUADRANT 1                                                                                       URGENT AND IMPORTANT TASKS   Communicating effectively with the clients.  Keeping updated with the latest technologies used in the company.  Keeping updated with the products and services of the restaurant.	QUADRANT 2                                                                                       NOT URGENT, BUT IMPORTANT TASKS   Work within deadline.  Be more enthusiastic.
QUADRANT 3 URGENT, BUT NO IMPORTANT TASKS    Pleasant personality.	QUADRANT 4 NOT URGENT AND NOT IMPORTANT TASKS   Product development.

 

4. Written Responses

Respond to the following queries in the appropriate spaces below: 

All responses must:

• be relevant to the Business summary, standards, and policy of ACA Restaurant Café’ and Scenario 1, unless otherwise stated. 

• demonstrate that you can or have applied what you have learned from acknowledging the policy

• theory answers without reference to ACA Restaurant Café’ business will not be assessed as satisfactory

<50% marks of the allocated marks for the questions and answers in Task 3D (Q1 – Q3), will be given for providing theoretical aspect and remaining 50% marks for providing the relevancy on how the information fits in with business operations of ACA Restaurant Café’. Only theoretical responses will not be accepted, and 50% marks will be allocated, should that be the case. However, Assessor to assess if the relevant theory has been provided by the student as per the requirement of the tasks. Non-relevant answers will be considered not satisfactory>

                                  6 Marks

Question 1: Identify and discuss the internal and external conditions that may affect Sally’s overall operational performance.                                                                                                                                                  1 Mark

Internal Condition: < 0.25 mark for identifying the condition and 0.25 mark for explanation. Total of 0.5 marks>    The unsystematic functioning of the organization will create a huge impact on the complete performance of Sally (Uzel, 2015).    External Condition: < 0.25 mark for identifying the condition and 0.25 mark for explanation. Total of 0.5 marks>    The reputation of the organization among its customers (Prayag et al., 2015). Mostly for Sally and Mr. Smith which has created a bad impression both about her as well as the organization.

Question 2: State how you would follow up the effectiveness of Sally’s performance once the tasks have been delegated to her as stated in Task 3A - whether she is meeting the agreed goals or not. Also, outline how you would share this information with her? <1 mark for stating how to follow up performance with relevancy to Task 3A and 1 mark for outlining a method to share. Total of 2 marks>                                                                         2 Mark

Sally has shown a significant improvement in her performance. It has been determined that now mostly the customers are satisfied with her behaviour. She doesn’t go blank if asked about something by the customers (Noe et al., 2018). Hence, she has met the objectives of her performance management plan.    Here development report would sent to her through e-mail and the mail will even ask her to provide feedback, if she needs any other development or not.

Question 3: If Sally was not to meet the targets as stated in Task 2 and Task 3A, who would you address this issue from management and how? What alternative solutions could you consult with them? <0.5 mark for stating who to address to from management, 0.5 marks for stating the method and 0.5 marks allocated for stating alternative solutions and 0.5 marks for relevancy to Task 2 and Task 3A. Total of 2 marks>                                                   2 Mark

The trainer would be reported about the non-performance of Sally along with a copy of her performance report.  The trainer would be then required to prepare a new performance development plan with an new strategy and further coach Sally.

 

References 

Prayag, G., & Hosany, S. (2015). Human resource development in the hotel industry of Mauritius: myth or reality?. Current Issues in Tourism, 18(3), 249-266. Retrieved from https://www.tandfonline.com/doi/abs/10.1080/13683500.2013.787051

 Noe, R. A., & Kodwani, A. D. (2018). Employee Training and Development, 7e. McGraw-Hill Education. Retrieved from https://books.google.co.in/books?hl=en&lr=&id=VlakDwAAQBAJ&oi=fnd&pg=PT35&dq=training+and+development-+hotel+industry&ots=lmeWRoq5-t&sig=G4Sp4e8dJLdrBjJZY9b07i9PUDw&redir_esc=y#v=onepage&q=training%20and%20development-%20hotel%20industry&f=false
Uzel, J. M. M. (2015). Effect of Strategic Management Drivers on the performance of the hotel industry in Kenyan Coast (Doctoral dissertation). Retrieved from https://d1wqtxts1xzle7.cloudfront.net/61221178/JEAN_MUTINDI_MUZERA_UZEL20191114-59397-18wlp4r.pdf?1573790839=&response-content-disposition=inline%3B+filename%3DEffect_of_Strategic_Management_Drivers_o.pdf&Expires=1592474786&Signature=cA68Rk524ZSM0c8~pq1BV~V3OiYrovtjciMjiFh-mexwzpx099z9PvixgpX~4uzDvTrIF3kytQmuIpSRhk2-V-d18fTBudrtq5LqIpiuUOqNgB00~YPFUmxTVIbudmuf~nebU7Slwk~yblivCvnpKZGmlBqdWHa1k~wmRP9DWH9OBSU1GVt9HxVi9jTnw1EHZnvY1ZZHwI804v6V3IbwQ~RYrhiFUZLtBoB9CqVPbBWAHrSCambM64sYiWJeskivJDXNNWmW41dVQatnNgCLFPBkd6-ohuGXPbWJuTFrUDqz6wGm-t3toRXIk4Z0XuOC6EVcWUhIDM9iFXgRD4Q9GQ__&Key-Pair-Id=APKAJLOHF5GGSLRBV4ZA

Buhalis, D., & Mamalakis, E. (2015). Social media return on investment and performance evaluation in the hotel industry context. In Information and communication technologies in Tourism 2015 (pp. 241-253). Springer, Cham. Retrieved from https://link.springer.com/chapter/10.1007/978-3-319-14343-9_18
Neupane, R. (2015). Effects of coaching and mentoring on employee performance in the UK hotel industry. International Journal of Social Sciences and Management, 2(2), 123-138. Retrieved from https://www.nepjol.info/index.php/IJSSM/article/view/12323 

Yang, Z., & Cai, J. (2016). Do regional factors matter? Determinants of hotel industry performance in China. Tourism Management, 52, 242-253. Retrieved from https://www.sciencedirect.com/science/article/abs/pii/S026151771500148X 

Al-Refaie, A. (2015). Effects of human resource management on hotel performance using structural equation modeling. Computers in Human Behavior, 43, 293-303. Retrieved from https://www.sciencedirect.com/science/article/pii/S0747563214005950 

Rothaermel, F. T. (2016). Strategic management: concepts (Vol. 2). McGraw-Hill Education. Retrieved from https://ogur.org/koguk-copi.pdf 

 

END OF ASSESSMENT     

 

Appendix 1

 

Sally Thompson (Played by one of your classmates. This person will not be assessed)

 

Sally joined ACA Restaurant Café’ as a Wait Staff 8 months ago. She recently graduated and this is her first job in the hospitality industry. She had previously worked in the banking sector as a Customer Service Consultant, but due to extreme workload and difficulties in effectively managing the work she was obligated to do, she decided to change her career. Her character displays being a very enthusiastic person and through being a people-person she decided to amplify her career in the hospitality industry, where she could meet, greet and service people in one of the most demanding places people enjoy spending and socialising. To her knowledge, the banking sector was confined an office environment and was too fast-paced and required you to monitor, track of work priorities and keep informed of your performance on a daily basis. This was a skill that she found very difficult to execute especially dealing with record keeping while serving a customer, paperwork and inputting data within a system electronically. 

Since her tenure with ACA Restaurant Cafe’, she developed a profound interest in her work and considered the level of work much more exciting to her previous job. She was given only one week of training for the induction and was provided the handbook of customer services standards, policies and procedures of ACA Restaurant Cafe’ for her to study and to acknowledge. Assuming all the guidelines were similar for dealing with client or customer, Sally ignored the need to have a comprehensive look at the procedures. 

When the new system within the Restaurant Café’ was installed, she felt overconfident that it would be easy to handle as she had experiences working with much more innovative technologies in the banking sector and preferred not to waste time cross-checking her knowledge, but later identified the system being too complex and very different to her exposure during operating it within the day to day work schedule. She would complain about this issue to her team members but never mentioned anything to the Team Leader, Bill Cruise for support.

It was lunchtime at 12:30 pm and the restaurant Café’ was very crowded. Sally was extremely busy managing multiple tasks cleaning, serving and supporting to train the newly recruited, Imogen. Sally was approached by Imogen stating that Mr. Smith has called via phone to order for an event and as she is very new and unaware of the process and does not know how to operate the system yet. Sally was already stressed with the workload she had to deal with and felt confused about how to complete each request all at the same time. She wanted to finish clearing up the table for the awaiting customers and show Imogen how to conduct a certain task. So, she preferred to attend the phone a bit later and keep Mr. Smith on hold for a while so that she could reduce her workload. It took her more time than expected which upset her mood. She took the phone call and started to take his orders. 

Sally noticed that Mr. Smith had a strong accent and with the Restaurant Café’ being busy with customers, she found it very difficult to understand him and would ask him to repeat his orders. In between taking the orders, Imogen would seek her support on how to serve customers and Sally was getting overwhelmed with dealing with taking orders and directing the new staff. She also realised that she could not operate the new system that was incorporated within the restaurant Café and felt angry that no proper training was given, and not enough staff are rostered each day. She had mentioned this to her colleagues, and no one even bothered to inform management. 

So, when Mr. Smith got angry with her as she asked him to repeat the orders, she could not handle her stress and started to complain to him, “It’s just very busy here and I am taking the order and I don’t understand your accent! I am trying my best!”. She had not realised that she had inappropriately commented to Mr. Smith and how unprofessionally she had presented herself. She had demonstrated non-compliance to customer services standards as set up by ACA Restaurant Café’. 

Rather, she got more frustrated that M. Smith was not cooperating and asking too many questions keeping her occupied on the phone for so long. Customers in the restaurant were increasing, with Imogen and her colleagues needing her help, which as altogether was distracting her to focus on operating the new system. She was making too many errors and, as she was doing it in a hurry, the technical system would freeze from time to time. Not able to manage her emotions, she started to grumble without noticing that she was being very unprofessional and impolite towards Mr. Smith. She would respond to her colleagues or any customers while taking the orders from Mr. Smith. She kept thinking about her pending workload and wanted to end this phone conversation with Mr. Smith, so she could attend her work and finish on time. Sally prefers not to stay back at work and that is one of the main reasons the banking job did not suit her. She stayed back at the bank for many days to complete her work. She got overwhelmed with the amount of work she was managing that she could not prioritise the workflow and could not seek any support to assist her only because she didn’t want to create an image in front of the newly recruit that she is incapable of doing her work.

Due to Sally not being aware of the policies and procedure, she ignored her responsibility towards Mr. Smith being professional by offering any options or suitable products when he seemed displeased with the price. She couldn’t be bothered to support and clarified ignorantly, “I don’t know what you ordered last time. The prices of the items have gone up but sorry, I don’t know by how much, and if you don’t want to pay that much, you can order something cheaper maybe, if you know what you ordered before, or cancel any item”. 

She was getting irritated with the thought and questioning herself, why Mr. Smith was asking so many questions, and if he knew what he had ordered before, why he can’t just be happy ordering the same. She tried to convince her that everyone knows that the prices always change, and Mr. Smith is just being too difficult here.

As opposed to being professional and patient, she got more disturbed, as, in addition, she could not operate the new system to locate his past orders and lost track of the orders she had already placed. When Mr. Smith asked her for his previous orders, she could not control her frustration and abruptly said ‘“No, I can’t see it. It’s a new system, there is no record “. Mr. Smith ended the conversation by paying over the phone and Sally quickly continued to perform her other operational duties.

As part of her duty, she did not notify nor follow up with the Team Leader or the Manager of the event booking and orders she had placed to ensure all her responsibilities were correctly completed. 

 

Appendix 2:

Sally Thompson’s Resume’  

 

Appendix 3

Sally Thompson’s Role (Played by 1 (one) of the classmate. This person will not be assessed) for staff performance development/performance appraisal role play in Task 2A.

During the team briefing role play as a stated in Assessment 2 Task 4A of Workplace Diversity and Customer Service, Sally had contributed her feedback by complaining to the Manager, Joe Roux the following points: (Person playing this role should state the following points when participating the roleplay)

• Lack of staff are working on the floor

• Not a user-friendly new system incorporated within the business which causes technical failures at the 

• time 

• Not enough training provided

• Unexpected excessive workload – serving customers, cleaning, training new staff and attending phone calls - too much workload for one staff

• Managers not available at all times 

 

Appendix 4

Task 2A Role Play – Staff Performance Development Review - Manager and Sally                          /5 Marks

Observation checklist
Did the student:		Marks	Marks Achieved
1	Prepare for the role play	0.25
2	Use language that is suitable for the scenario	0.25
3	Use tone and appraisal style appropriate for the setting and topics raised to evaluate workflow and progress against agreed objectives and timelines in a performance review	1
4	Identify current workload to schedule work in order to improve efficiency and customer service quality within certain restrictions	1
5	Offer suitable resolution in prioritising workload through supportive feedback and coaching within constraints of policies and procedures and business functions	1
6	Communicate with suitable interpersonal skills and provide timely input to appropriate management regarding staffing needs	0.5
7	Write/ acknowledge documentation required to provide feedback to ensure delegated work is complaint to principles of delegation	0.5
8	Follow up and determine the outcome of performance review performance against agreed goals and objectives.	0.5
	Total	5

 

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