SITXMGT001 Monitor work operations

Assessment 1 – Case Study / Project

You are to analyse the above scenario and answer the following questions in details.
Use a report format in use a professional font like Times New Roman size 12.
1. What are the main housekeeping problems at the Rock stone?

The main problem is that Fred and Wilma are not always managing to clean guest rooms and the foyer/sitting
rooms after guests check out in time for the arrival of new guests. They sometimes clean rooms that are not
required until the following day instead of cleaning the Back to back bookings. Due to workflow, they have
also received a number of guest complaints regarding the cleaning standards and customer dissatisfaction.
2. How might you go about assessing the staff workload and workflow?

(Fill the performance report record sheet according to the above scenario. You may use the
template attached or create your own. Submit this with your report.)

Cooperation between all kitchen staff is essential in creating an effective team.

Logical work lists and workflow plans enable kitchen staff to work effectively and efficiently within specific
timeframes and in the necessary order of importance. Work plans act as a guide for staff to complete all
required tasks. On fusion is eliminated, productivity is high and the working environment is better for all.
FOR FRED AND WILMA
FOR BARNEY
• First of all, ask Betty to start offering Garden view more often (can be cheaper price).
• Barney, who works from 3 pm and 11 pm, finds that he is not busy enough between 4 pm and 6 pm. He
should start cleaning common areas at those hours or be a support to Fred and Wilma cleaning rooms.
• With Barney support, Fred and Wilma will have less workload between 4 pm and 6 pm so they can focus
more in cleaning performance.
• Create or update booking system to help Betty with ‘Re-Booked’ issues

SITXMGT001 – Assessment Booklet –Student copy

Version 4.20 Copyright Pax Institute
CRICOS No. 03152D RTO No. 22207 Page 1 of 4
 SITXMGT001 Monitor work operations

3. What options might Frank and Josie have for improving the overall hotel situation?

There are some points which frank and Josie has for improving the overall hotel situation
1. They might hire one new staff member therefore workload reduce and guest could happy with services
2. They should provide training how to work fast.
3. Set work roles according their talent
4. Set a rewards for staff for receive best feedback

4. How can Betty improve the performance of the Housekeeping department with a positive
collaborative outcome?

Betty thinks, there are some vacant rooms on the garden view side of the hotel. However, Betty tends to
offer guests the front view rooms because she thinks they are ‘prettier’. If she is reserve vacant room
instead of B2B. So, this puts less pressure on Fred and Wilma to clean the rooms for the turnover before
2pm. For emergency, they should provide same price for the other rooms. Collaborative, continuous
improvement and positive open communication within the team is of utmost importance, this is what
makes the innovation team, what keeps it working well. Thus, testing and challenging of ideas and skills
provides an opportunity to strengthen or refine ideas by identifying their flaws, weaknesses and strengths.
Therefore, this should be undertaken as part of the team regular activities. The team leader may choose to
undertake this process by performing the SWOT analysis on the team operations to identify areas that need
improvement and evaluate the likely benefits of the team ideas.
5. List two opportunities to improve the sustainability of day-to-day operations

1. Encourage Learning Opportunities

2. Provide Employees with Technology

6. Develop a work flow plan for the Housekeeping department, with all available staff

SITXMGT001 – Assessment Booklet –Student copy

Version 4.20 Copyright Pax Institute
CRICOS No. 03152D RTO No. 22207 Page 2 of 4
 SITXMGT001 Monitor work operations

7. What staff records should the hotel have?

1. A performance evaluation document

2. Employee identity 3. Work eligibility, i.e., how many hours they can work.
4. Your current mailing address and telephone number.
5. Complaints and commendations

SITXMGT001 – Assessment Booklet –Student copy

Version 4.20 Copyright Pax Institute
CRICOS No. 03152D RTO No. 22207 Page 3 of 4
 SITXMGT001 Monitor work operations

SITXMGT001 – Assessment Booklet –Student copy

Version 4.20 Copyright Pax Institute
CRICOS No. 03152D RTO No. 22207 Page 4 of 4