SITXHRM003 Assessment 2

Assessment Guidelines

The purpose of this assessment is to assess your underpinning knowledge to complete the tasks
outlined in the elements and performance criteria for this unit of competency and relating to the
following aspects:

 roles of and functions performed by supervisors and managers:

 decision making
 delegating tasks
 monitoring staff
 planning and organising
 providing information:
o organisation performance
o changes in organisational policies
o marketing information and targets
o overall organisational objectives
o plans for new equipment
o rationale for management decisions
o technology updates
o training developments
 expectations, roles and responsibilities of team members:
o adhering to policies and procedures
o cooperative and open communication
o nature and scope of work
o relationships with others in the workplace and interdependent areas of activity
o reporting requirements
 considerations in the individual development of staff:
o change in job responsibilities
o external training and professional development
o formal promotion
o internal training and professional development
o opportunity for greater autonomy or responsibility
 features of different leadership styles
 features of open and supportive communication
 characteristics of effective leadership
 principles of teamwork and:
o characteristics of effective teams
o roles and attributes of team members
o organisation of teams
o potential team problems
o benefits of effective teamwork
 role and theories of motivation as they apply to the management of individuals and teams
 the role of group dynamics in successful team management
 forms of recognition and reward applicable to leading staff:
 o acknowledging individual good performance to the whole team
o incentive initiatives
o informal acknowledgement
o presenting awards
o written reports to management
 types of organisational plans and planning processes.

Instructions for assessment including WHS requirements

The assessment task for this project consists of 2 parts, Part A and Part B.

For Part A

Based on the scenario given, you are required to demonstrate your ability to:

1. Set and measure KPIs.

2. Use new or innovative approaches to meet the KPIs.
3. Define constraints to meeting KPIs.
4. Know what to do if KPIs are not met.
5. Use appropriate methods of communication.

For Part B you are required to establish a set of evaluation criteria to monitor and evaluate the
performance of staff. The following points need to be developed for Part B:

1. Set job responsibilities and tasks

2. Relate job responsibilities to specific performance indicators
3. Employee feedback collection
4. Professional development opportunities
5. Bonus and reward systems
6. Provide employees with feedback
7. Delegating tasks

You are required to address all questions to achieve competence. Your trainer will provide you
with instructions for time frames and dates to complete this assessment.

Once completed, carefully read the responses you have provided and check for completeness.
Your trainer will provide you with feedback and the result you have achieved.

Assessment 2

Your Tasks:
You will be given a scenario from your industry and then set key performance indicators (KPIs)
based on this scenario. You will need to consider the business reasons for the KPIs, look at what
the current KPIs are and set target KPIs to be achieved.

You will then need to:

Set and measure KPIs.

Use new or innovative approaches to meet the KPIs.

Define constraints to meeting KPIs.

Know what to do if KPIs are not met.

Use appropriate methods of communication.

If more space is required for any answer you can attach a separate page containing name,
assessment date, unit title unit code and the assessment task number and attach this page with
the current assessment task before submission.

Hospitality Scenario:

You are the supervisor of the Food and Beverage Service Team and have just returned from your
monthly management meeting.

Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12
months and accordingly developed and set new targets to improve the organisation’s customer
service provisions and sales targets.

The following aspects will need to be addressed in the F&B section:

Current Targeted
The average per head spend currently sits at
Increase average spend to $26.50
$23.00.
The feedback received per 5000 customers shows Improve product and service provisions pro-
250 (5%) customers were dissatisfied with product actively with a target of 98% within 9
and service provisions months.
There have been 37 errors or discrepancies with Maximum discrepancies must not exceed
customer accounts/wrong orders during the past $100.00 per month – F&B manager must be
12 months which resulted in $3,950.00 of losses informed immediately
 No complaints related to cleanliness of
There have been 16 complaints related to
glassware/crockery are acceptable –
cleanliness of glassware/crockery during the past
procedures must be implemented to ensure
5 months
this.

Set and measure KPIs

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

Model Hospitality KPIs

KPI 1:

KPI Name: Improve the head spend

KPI Description: Ensure the client will spend more
Current: The average per head spend currently sits at $23.00.
KPI Target: Increase average spend to $26.50
How you will measure this
KPI? We will control it with the number of the sales register in our system
in each 3 months.
Over what time frame?

KPI 2:

Reduce the number of customers were dissatisfied with product and

KPI Name:
service provisions
Improve product and service provisions pro-actively with a target of
KPI Description:
98% within
Current: 5% of customers is dissatisfied
KPI Target: Reduce this number for only 2% of dissatisfied
How you will measure
this KPI? With our feedbacks information in our page on facebook and the
questionnaire in our restaurant; In 9 months.
Over what time frame?

KPI 3:
KPI Name: No complaints related to cleanliness of glassware/crockery
No more complaints related to cleanliness of
KPI Description:
glassware/crockery are acceptable
been 16 complaints related to cleanliness of
Current:
glassware/crockery during the past 5 months
KPI Target: 0 complain
How you will measure this KPI? All waiter must check the cleanliness of glassware/crockery
Over what time frame? before to give to the client. Daily.

New or innovative approaches to meet the KPIs

For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might
need to employ innovative approaches (procedures, processes, systems, technology, etc) to
make sure that you and your team achieve each KPI.

KPI Target Steps involved to achieve this KPI.

Selling drinks is key to increasing sales per
KPI Target 1
customer. Wait staff need be pro-active;

Increase total sales per head from $23 to

Knowledge of specials and menus.Employing
$26.50 per head
suggestive selling methods.
KPI Target 2
Provide training for our F&b STAFF, teaching them
how to approach our clients and working in
Improve product and service provisions
partnership with our KITCHEN to provide the best
pro-actively with a target of 98% within 9
experiences for clients
months.
KPI Target 3

Create new procedures of cleanliness and evolved

No complaints related to cleanliness of
our staff in these new procedures to be always
glassware/crockery are acceptable –
aware about that
procedures must be implemented to
ensure this.

Constraints to meeting KPIs.

What could prevent you (organisational constraints) from implementing these new techniques?
What needs to be considered?
We believe that with techniques we can improve our reputation in social media and reduce our
complains providing a better service for our client. We need to consider that our staff are the
key point for implement these new techniques so we have to involve them in all process.

What to do if KPIs are not met.

What will you do if you identify that staff members struggle or do not achieve the set targets?
Think about the technique you would use to find where the problem lies, who you would
communicate with and the steps involved in finding a solution.

Meeting

Methods of communication.

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

Face to face

Email

Note board

Part B – Performance Review

Performance reviews are used by managers and supervisors to give and receive feedback from
staff.

In this part of the assessment you will create a set of evaluation criteria to monitor and evaluate
your staff. You will need to:

Set Job Responsibilities and Tasks

Relate job responsibilities to specific performance indicators

Employee Feedback

Professional Development

Bonus and Reward Systems

Provide employees with feedback

Delegating tasks

Set Job Responsibilities and Tasks

Choose one Job Role within your department and document the responsibilities for that job
role.

JOB TITLE Responsibilities

Provide table service to tables.

Abide by responsible service of alcohol laws.

Comply with all workplace health and safety guidelines.

Train junior staff on customer service and upselling techniques.

Head
waiter Act as a positive role model by offering excellent customer
service.

Supervise junior staff during table service.

Monitor billing and payments of orders during service.

Delegate job tasks to other waiting staff.

JOB TITLE: Responsibilities
Manage all F&B and day-to-day operations within budgeted guidelines and to the
highest standards

Preserve excellent levels of internal and external customer service

Design exceptional menus, purchase goods and continuously make necessary

F&B
improvements
Manager

Identify customers needs and respond proactively to all of their concerns

Lead F&B team by attracting, recruiting, training and appraising talented personnel

Establish targets, KPI’s, schedules, policies and procedures

Waiter Providing excellent wait service to ensure satisfaction.
 Taking customer orders and delivering food and beverages.

Making menu recommendations, answering questions and sharing additional

information with restaurant patrons.
Prepare alcohol or non-alcohol beverages for bar and restaurant patrons

Interact with customers, take orders and serve snacks and drinks

Assess customers’ needs and preferences and make recommendations

Mix ingredients to prepare cocktails

Bartender Plan and present bar menu

Check customers’ identification and confirm it meets legal drinking age

Restock and replenish bar inventory and supplies

Stay guest focused and nurture an excellent guest experience

Comply with all food and beverage regulations

Head chef Control and direct the food preparation process and any other relative activities

Construct menus with new or existing culinary creations ensuring the variety and
quality of the servings

Approve and “polish” dishes before they reach the customer

Plan orders of equipment or ingredients according to identified shortages

Arrange for repairs when necessary

Remedy any problems or defects

Be fully in charge of hiring, managing and training kitchen staff

Oversee the work of subordinates

Estimate staff’s workload and compensations

 Maintain records of payroll and attendance

Comply with nutrition and sanitation regulations and safety standards

Foster a climate of cooperation and respect between co-oworkers

Relate job responsibilities to specific performance indicators

Using the job responsibilities you listed in part A, create specific performance indicators.

You will need to:

State what the indicator is

Document how the indicator will be measured

Performance Indicator: How this will be measured:

Delegate job tasks to other waiting staff and All waiting staff to know their own role and tasks
bartenders for each shift.
Performance Indicator: How this will be measured:
Delegate job tasks to other All chefs to know their own role and tasks for each
chefs shift.
Performance Indicator: How this will be measured:
Delegate to the other bartender to Make sure the bartenders check the prep list and
make prep list for all drinks include the items missing for the next shift
Performance Indicator: How this will be measured:
Increase the client Follow the number of good and bad
satisfaction reviews

Employee Feedback

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

Method: Example:
Staff During each staff meeting devote time to asking for ideas or contributions from
meetings
 staff.

Acknowledge staff who have given feedback.

Method 1-3: Example:
Daily meeting In the beginning of the shifts have a casual conversion with team ,
ask them what the plan for the job of the day
As a manager always leave
the door of your office The staff are always welcome to get in any time
open
When you have a poor performance, call the employee and have a
Never do a criticism in private conversation an try to understand what is going on, never
front of other staff expose for others.

Professional Development

Training and development should help solve problems or skill shortages in the department and
improve both the staff member and the business.

List 3 techniques which you can use to identify problems or skills shortages in your department,
which will help you determine training needs.

EXAMPLE:

TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES:

Using customer feedback surveys. Customers making complaints might point you to a problem
with products or service, which may highlight gaps in an individual’s knowledge or skills.

Bonus and Reward Systems

What is the purpose of a reward system?

Reward systemsserve severalpurposesin organizations. Effectivereward systemshelp an

organization be more competitive, retain key employees, and reduce turnover.Reward
systemsalso can enhance employee motivation and reinforce the image of an organization
among key stakeholders or future employees.

List 3 different ways you can reward your employees. For each reward type list any positive or
negative aspects associated with the type of reward.

Reward Positive Negative

 It can work for a short goals not a
For a short time in my opinion it works pretty
long period
well but with the time people wont be happy
Financial
with the amount offered because it will part
Rewards It will for sure motivate the
of the payment
employee that get the promotion
Give and push them to keep improving
It can make other employees jealous and
promotion
cause some conflicts
3. It will for sure motivate the
benefits employee that get the benefits as
It can make other employees jealous and
example day off and push them to
cause some conflicts
keep improving

Provide employees with feedback

You should provide feedback to your staff on a regular basis. The method you use to provide
feedback might depend on the time the employee has worked for you, and the context of the
feedback you need to provide.

For each of the following, give an example of a method of feedback (continuous, public, private)
you could use to provide feedback to the employee.

EXAMPLE:

Work Scenario Feedback Method

Continuous positive feedback is needed as each task is learned and
completed.
Training a new
employee.
New employees can feel anxious if they are not clearly shown what to do,
and given praise as they learn the ropes.
Work Scenario 1 Feedback Method
Indicating the progress of the team in Showing the progress is a way to motivate the team and
relation to meeting KPIs. show them the good job they are doing .
Work Scenario 2 Feedback Method
It is very important to be honest and follow workers, to give a
The worker needs to be
feedback after a poor performance is important and also is a way
spoken to after a period of
to try understand what is going on and as work together to get
poor performance.
better performance
Work
Feedback Method
Scenario 3
 It is important because in a economy things change on the time and also in a
Yearly review
company so review with your KPI still fit in the moment of the company otherwise
process.
change and get a new plan

Delegating tasks

List 3 tasks you must delegate as a manager/supervisor in your department. For each task,
define the benefits to delegating this task:

EXAMPLE:

Task Benefits of delegation

Saves my time during service.

Supervision of waiting stuff during table Increases morale of head waiter.

service
Creates professional growth for head
waiter.
Task 1 Benefits of delegation
Saves my time during service.

Supervision of cummis chefs during prep Increases morale of others chefs .

time
Creates professional growth for other
chefs
Task 2 Benefits of delegation
Delegate check list of cleanliness of the kitchen for Show that is a obligation for everyone no
different chefs or kitchen hand just for kitchen hands
Task 3 Benefits of delegation
Delegate for waiters polish Win time to work in tasks more important as do roster, do
cutlery orders etc..