SITXHRM009 Assessment 2 - Project

SITXHRM009 Lead and manage people
Assessment 2
Assessment Tasks and Instructions
Student Name Mario Taipe

Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXHRM009 Lead and manage people
Stream/Cluster
Trainer/Assessor
Assessment for this Unit of Competency/Cluster Details

Assessment 1 Short Answers
Assessment 2 Project
Assessment 3 Practical Observation
Assessment conducted in this instance: Assessment 1 2 3
Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required
Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:
Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date
2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
Name
Signature Date
 Australian College of Tourism and Information Technology Page 1 of 22

CRICOS Provider Code 04007E | RTO 45837 | ABN 81 647 549 424
Assessment 2
Assessment Guidelines
What will be assessed
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:

o decision making
o delegating tasks
o monitoring staff
o planning and organising
o providing information:
 organisation performance
 changes in organisational policies
 marketing information and targets
 overall organisational objectives
 plans for new equipment
 rationale for management decisions
 technology updates
 training developments
 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.
Place/Location where assessment will be conducted

Assessment 2
RTO to complete
Resource Requirements
Pen, Paper or computer
Instructions for assessment including WHS requirements

The assessment task for this project consists of 2 parts, Part A and Part B.
For Part A you are required to select a scenario provided in this assessment which most closely resembles your
sector in the TH&E industry.
Based on the chosen sector 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:
a. Set job responsibilities and tasks

b. Relate job responsibilities to specific performance indicators
c. Employee feedback collection
d. Professional development opportunities
e. Bonus and reward systems
f. Provide employees with feedback
g. 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.
The responses provided in this project will form a basis for a practical observation for Assessment 3.
Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201

Assessment 2
This assessment: First Attempt 2nd Attempt Extension – Date: / /
RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory

Feedback to Student:
Assessor(s) Signature(s): Date: / /
Student Signature Date: / /

Assessment 2
Assessment 2
Your Tasks:
Part A – Setting managing and communicating Key Performance Indicators
For this assessment you are required to consider 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:
1. Set and measure KPIs.
2. Use new or innovative approaches to meet the KPIs.
3. Define constraints to meeting KPIs.
4. Know what to do if KPIs are not met.
5. Use appropriate methods of communication.
If more space is required for any answer you can attach a separate page containing name, assessment date, unit
title unit code and the assessment task number and attach this page with the current assessment task before
submission.
Please choose ONE of the following scenarios which most closely resembles your industry.

Assessment 2
Hospitality Scenario:
You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly
management meeting.
Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12 months and
accordingly developed and set new targets to improve the organisation’s customer service provisions and sales
targets.
The following aspects will need to be addressed in the F&B section:
Current Targeted
EXAMPLE ONLY: The average per head spend EXAMPLE ONLY: Increase average spend to $26.50
currently sits at $23.00.
The feedback received per 5000 customers shows 250 Improve product and service provisions pro-actively
(5%) customers were dissatisfied with product and with a target of 98% within 9 months.
service provisions
There have been 37 errors or discrepancies with Maximum discrepancies must not exceed $100.00 per
customer accounts/wrong orders during the past 12 month – F&B manager must be informed immediately
months which resulted in $3,950.00 of losses
There have been 16 complaints related to cleanliness No complaints related to cleanliness of
of glassware/crockery during the past 5 months glassware/crockery are acceptable – procedures must
be implemented to ensure this.

Assessment 2
Tourism Scenario:
As the team leader at Bulga Bulga adventure tours you are responsible for overseeing the promotion, booking
and tour guide teams of guided bus tours in outback Australia.
The managing director has set business targets he would like to see achieved over the next 12 months. They are:
Current Targeted
On average, only 50 of our 320 customers per month Increase number of repeat customers to 70 per month.
are repeat customers.
In customer feedback surveys only 45% of people say Increase percentage of positive customer surveys to
they are happy with the catering on the tours. 75%
Commissions from bookings through our partner Increase partner agency commissions to $20,000 per
agencies made up $15,000 on average per month. month.

Assessment 2
Events Scenario:
You are the Team Leader of the Events Management team and have received an email from your Managing
Director. Part of the email reads:
------
Good Morning,
I need to draw your attention to some problems that have recently come to my attention.
On the eventmanagement.com website, our company has received 14 poor reviews out of 22. This means only
37% of people are giving positive reviews. In my opinion anything less than 80% of positive reviews is
unacceptable. The 2 most common reasons given for the poor reviews are the poor quality of catering, and that
events did not run on time.
We know from our own customer feedback that our customers are generally very happy with our service, so I
believe getting more of our happy customers to post would be a great advantage and boost our ranking on the
site. As we have almost 50 customers per month I would like to see at least half of these encouraged to post
positive reviews online.
Also, our repeat customer figures show that only 5 of our 50 customers last month were from repeat business. I
would like to see this increase from 10% to the industry average of 20%.
As team leader, I am relying on you to make the team aware of the problems, set targets for improvement, and
see that they are achieved over the next 6 months.
Regards,
Ed Ventura,
MD.
From this email the goals are:
Current Targeted
37% of people are giving positive reviews on Increase percentage of positive reviews to 80%
eventmanagement.com
Unknown Get 25 new reviews posted per month on
eventmanagement.com
10% of customers come from repeat business. Increase percentage of repeat customers to 20%.

Assessment 2
1. Set and measure KPIs
NOTE: Please choose ONE of the previous scenarios which most closely resembles your industry to set the
following KPIs.
Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department.
Model Hospitality KPIs
KPI 1:
KPI Name: Decrease the number of customers unhappy with the provided quality and services.
KPI Description: Set a goal to enhance the quality of food, beverages, and service.
Current: According to the survey, only 37% of customers left positive reviews, while the rest left
negative ones.
KPI Target: Increase customer satisfaction from 37% to 80%
How you will Collect customer feedback on services or products through email surveys and the
measure this KPI? company website over the next six month
Over what time
frame?
KPI 2:
KPI Name: Minimize financial losses due to incorrect orders.

KPI Description: Document all orders that are completed correctly.
Current: Incorrect orders over the past year have led to a loss of $3,950.00.
KPI Target: Ensure that monthly discrepancies do not surpass $100.00.
How you will The Food and Beverage manager should meticulously verify that the items ordered are
measure this KPI? correct and maintain a record each time.
Over what time
frame?
KPI 3:
KPI Name: Address the cleanliness of glassware.

KPI Description: Eliminate customer complaints regarding this issue.
Current: There have been 16 complaints about dirty glassware in the last five months.
KPI Target: Implement procedures to ensure there are no complaints.
How you will Staff must inspect the cleanliness of glassware before giving them to customers each day.
measure this KPI?
Over what time
frame?

Assessment 2
Model Tourism KPIs
KPI 1:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?
KPI 2:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?
KPI 3:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?

Assessment 2
Model Events KPIs
KPI 1:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?
KPI 2:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?
KPI 3:
KPI Name:
KPI Description:
Current:
KPI Target:
How you will
measure this KPI?
Over what time
frame?

Assessment 2
2. New or innovative approaches to meet the KPIs
For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to employ
innovative approaches (procedures, processes, systems, technology, etc) to make sure that you and your team
achieve each KPI.
KPI Target Steps involved to achieve this KPI.

Increase total sales  Selling drinks is key to increasing sales per customer. Wait staff need be pro-
per head from $23 active;
to $26.50 per head.  Knowledge of specials and menus.
 Employing suggestive selling methods.
KPI Target 1  Train our catering staff on how to effectively communicate with customers to
meet service standards.
 Collaborate with our kitchen team to ensure customers have an exceptional
experience.
 Monitor the flow of food in and out of the kitchen and the production time for
each dish.
KPI Target 2  Record all completed orders each month, including those delivered on time, late,
failed, or cancelled.
 Enhance order verification processes and provide additional training for staff on
data and account management.
 Upgrade the receiving system promptly.
KPI Target 3  Develop new cleaning protocols.
 Show all staff the correct cleaning methods.
 Ensure glassware is cleaned using a polishing cloth.

Assessment 2
3. Constraints to meeting KPIs.
What could prevent you (organisational constraints) from implementing these new techniques? What needs to
be considered?
The company's strict system might stop us from using new technologies; Using technology can help improve the
company's image on social media and boost teamwork between departments to serve customers better and use
new technology, we need time for careful analysis and teamwork to pick the right technology for the right
reasons. We need to analyse our work data to make sure it is effective, since our employees are crucial for using
new technologies, we must include them in all steps.
4. What to do if KPIs are not met.
What will you do if you identify that staff members struggle or do not achieve the set targets? Think about the
technique you would use to find where the problem lies, who you would communicate with and the steps
involved in finding a solution.
When staff members are not performing well, include them in setting their own performance goals. Ask them
how they want to improve, what they want to achieve, and what new skills they want to learn.
KPIs should be realistic goals, and be ready for the possibility of not meeting them. Set goals with a specific time
frame. Choose the main KPI and break it down into monthly or yearly goals. Use feedback to show team
members their progress. This can be part of the formal review process where employees and supervisors discuss
work progress. If the employee is doing well, the feedback should be positive. If there are issues, the feedback
should be constructive.
Work with employees to create SMART (specific, measurable, achievable, relevant, time-bound) goals for
improvement. This approach helps staff better achieve their performance goals and provides coaching and
guidance as needed. After setting performance goals, arrange follow-up steps to regularly check on progress.
5. Methods of communication.
What methods of communication will you use to communicate the KPIs to your team?
Email - Share KPI report with team

Better communication with the team
Conference - use slide presentations to introduce KPIs
Official Websites

Assessment 2
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:
a. Set Job Responsibilities and Tasks

c. Employee Feedback
d. Professional Development
e. Bonus and Reward Systems
f. Provide employees with feedback
g. Delegating tasks
a. Set Job Responsibilities and Tasks
Choose one Job Role within your department and document the responsibilities for that job role. Use the
following example as a guide:
EXAMPLE: Roles and responsibilities
JOB TITLE Responsibilities

Head waiter  Provide table service to tables.
 Abide by responsible service of alcohol laws.
 Comply with all workplace health and safety guidelines.
 Train junior staff on customer service and upselling techniques.
 Act as a positive role model by offering excellent customer service.
 Supervise junior staff during table service.
 Monitor billing and payments of orders during service.
 Delegate job tasks to other waiting staff.

Assessment 2
JOB TITLE: Responsibilities

Head chef  Plan Menus: Decide what dishes will be served.
 Supervise Cooking: Make sure all food is prepared correctly.
 Order Supplies: Ensure the kitchen has enough ingredients and equipment.
 Train Staff: Teach kitchen staff how to cook and handle food.
 Ensure Cleanliness: Keep the kitchen clean and follow health and safety rules.
 Manage Budget: Keep track of the kitchen’s expenses and stay within budget.
 Create Recipes: Develop new and exciting dishes.
 Quality Control: Check that all dishes are of high quality before they are served.
Duty Manager  Plan Menus: Decide what food and drinks will be offered.
 Manage Staff: Hire, train, and schedule employees.
 Ensure Quality: Make sure all food and drinks are of high quality.
 Control Budget: Keep track of expenses and make sure the department stays
within budget.
 Order Supplies: Ensure the restaurant has enough food, drinks, and equipment.
 Customer Satisfaction: Handle customer complaints and ensure they are happy.
 Oversee Cleanliness: Make sure the dining areas and kitchen are clean and meet
health standards.
 Promote Specials: Plan and advertise special offers or events to attract customers.
Server Capitan  Train Servers: Teach new servers how to do their jobs well.
 Schedule Shifts: Plan work schedules for servers.
 Ensure Customer Satisfaction: Make sure customers are happy with their service.
 Supervise Staff: Oversee the servers during their shifts to ensure smooth
operation.
 Handle Complaints: Address and resolve any customer complaints.
 Maintain Cleanliness: Ensure the dining area is clean and organized.
 Coordinate with Kitchen: Work with the kitchen staff to ensure timely and
accurate food delivery.
 Monitor Performance: Keep track of how well the servers are doing and provide
feedback.
Using the job responsibilities you listed in part A, create specific performance indicators.
You will need to:
 State what the indicator is

 Document how the indicator will be measured
Example:

Assessment 2
Performance Indicator: How this will be measured:

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

Delegate job tasks to other chefs All chefs to know their own role and tasks for each
shift.

Delegate job task to the server team member to training Employees should receive comprehensive training
for new staff before starting work.

Customer satisfaction Reviews check every 2 weeks.

Assessment 2
c. Employee Feedback
List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an
example of each:
EXAMPLE:
Method: Example:
Staff meetings During each staff meeting devote time to asking for ideas or
contributions from staff.
Acknowledge staff who have given feedback.
Method 1-3: Example:

1. Communication culture of openness, honesty, respect 1. When employees do provide feedback, appreciate
and trust their honesty.
2.Email - Follow up with employees 2. Show employees that their feedback is being
considered, or better adopted.
When received feedback ask employees how they
would like to follow up.
3. Face to face communication - Develop regular, 3. How can I help you do your job better?
informal conversations with employees, ask them some What do you hear from customers about our
insightful questions business?
Do you think we can do better as an organization?
How can I provide you with the best support on
this project?

Assessment 2
d. Professional Development
Training and development should help solve problems or skill shortages in the department and improve both
the staff member and the business.
List 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.
Looking at how well employees do each month helps find where they struggle and fix those issues to make them
better.
Checking sales every month helps find any issues in the sales team and fix them.
Regularly checking production helps catch problems like using the wrong machine or machine breakdown, so
they can be fixed.

Assessment 2
Bonus and Reward Systems
What is the purpose of a reward system?
List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects
associated with the type of reward.
Reward Positive Negative
1. Vouchers or Gift cards 1. Gift rewards can motivate 1. Some employees may never be
employees and improve able to meet the motivational
performance, encouraging the requirements
adoption of better behaviours.
2.Better payment rates 2. Improve morale and a positive 2. Bonus incentives may inhibit
working environment, it can teamwork because they often
encourage the people and will have reward individual achievements
more and more customers.
3. It may need additional funds

3. Flexible time off 3. Workers will enjoy and also can for extras; it can be a loss to your
cover the losses which were cause company maybe on a shorter scale.
by their unpaid leaves.
e. Provide employees with feedback
You should provide feedback to your staff on a regular basis. The method you use to provide feedback might
depend on the time the employee has worked for you, and the context of the feedback you need to provide.
For each of the following, give an example of a method of feedback (continuous, public, private) you could use
to provide feedback to the employee.
EXAMPLE:
Work Scenario Feedback Method
Training a new employee. Continuous positive feedback is needed as each task is

learned and completed.

Assessment 2
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 relation Public feedback is a way to motivate the team and show them
to meeting KPIs. the good work they are doing.
That is necessary for the operations team. If the KPI fails to

meet the target, you need to meet and talk to the team.
The worker needs to be spoken to after a Personal face-to-face communication can let you know which
period of poor performance. position has problems and provide feedback.
Yearly review process. Performance evaluations are usually conducted once or twice
a year, feedback should not be limited to a short evaluation
period.
The annual review should provide a consistent assessment.
When the company is established, you can still use your KPIs
for auditing, otherwise you will make changes and get a new
plan
f. 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
Supervision of waiting stuff during table service Saves my time during service.
Increases morale of head waiter.
Creates professional growth for head waiter.

Assessment 2
Task 1 Benefits of delegation
Supervision with the food quality and services Improve efficiency, productivity and management.
provided at the restaurant
Supervision staff how to communicate with Improve the professional growth of employees.
customers to solve problems
Supervision checklist of the kitchen cleanliness No complaints related to the cleanliness of cutlery and kitchen
and food and beverage cleanliness


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SITXHRM009 Lead and manage people

Assessment Tasks and Instructions

Student Name Mario Taipe

Assessment for this Unit of Competency/Cluster Details

2nd Assessor to complete

 Australian College of Tourism and Information Technology Page 1 of 22

 roles of and functions performed by supervisors and managers:

 Australian College of Tourism and Information Technology Page 2 of 22

Instructions for assessment including WHS requirements

a. Set job responsibilities and tasks

 Australian College of Tourism and Information Technology Page 3 of 22

This assessment: First Attempt 2nd Attempt Extension – Date: / /

RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory

Assessor(s) Signature(s): Date: / /

Student Signature Date: / /

 Australian College of Tourism and Information Technology Page 4 of 22

Part A – Setting managing and communicating Key Performance Indicators

 Australian College of Tourism and Information Technology Page 5 of 22

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

 Australian College of Tourism and Information Technology Page 6 of 22

 Australian College of Tourism and Information Technology Page 7 of 22

From this email the goals are:

 Australian College of Tourism and Information Technology Page 8 of 22

1. Set and measure KPIs

Model Hospitality KPIs

KPI Name: Minimize financial losses due to incorrect orders.

KPI Name: Address the cleanliness of glassware.

 Australian College of Tourism and Information Technology Page 9 of 22

Model Tourism KPIs

 Australian College of Tourism and Information Technology Page 10 of 22

Model Events KPIs

 Australian College of Tourism and Information Technology Page 11 of 22

2. New or innovative approaches to meet the KPIs

KPI Target Steps involved to achieve this KPI.

 Australian College of Tourism and Information Technology Page 12 of 22

3. Constraints to meeting KPIs.

4. What to do if KPIs are not met.

Email - Share KPI report with team

 Australian College of Tourism and Information Technology Page 13 of 22

Part B – Performance Review

a. Set Job Responsibilities and Tasks

a. Set Job Responsibilities and Tasks

EXAMPLE: Roles and responsibilities

JOB TITLE Responsibilities

 Australian College of Tourism and Information Technology Page 14 of 22

JOB TITLE: Responsibilities

b. Relate job responsibilities to specific performance indicators

You will need to:

 State what the indicator is

 Australian College of Tourism and Information Technology Page 15 of 22

Performance Indicator: How this will be measured:

Performance Indicator: How this will be measured:

Performance Indicator: How this will be measured:

Performance Indicator: How this will be measured:

 Australian College of Tourism and Information Technology Page 16 of 22

Method 1-3: Example:

 Australian College of Tourism and Information Technology Page 17 of 22

TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES:

 Australian College of Tourism and Information Technology Page 18 of 22

Bonus and Reward Systems

What is the purpose of a reward system?

Reward Positive Negative

3. It may need additional funds