BSBWOR501

MANAGE
PERSONAL
WORK
PRIORITIES

ASSESTMMENT
TASK 1

Student: Maika de Miguel S78176

Lecture: Fionna Lee

DAILY RELATIVE TO
WORK ACTIVITY SYSTEMS KPI DESIRED
TASK ORGANIZATIONAL GOALS
1. Receive a proper handover from the night team. Handbook Signature Night Check list with To ensure all night task will be done
06:45 2.Count the float and ensure have enough change Excel % error reported and we can start new day.
Sihot Be ready for give change
1.Check my company email Outlook Empty primary inbox To make sure to be informed about
2.Confirm breakfast report weekly Excel Planning breakfast report everything that happened since the
07:00 Sihot previous shift, so I could planning the
day priorities

1.Confirm priority housekeeping and ensure have enough staff Phone Housekeeping daily report To ensure all rooms will be clean
or authorized add more Sihot before 14:00 hrs
2.Check for any disabled guests in house and make sure the Outlook To ensure reception be ready to
07: 15
team is aware welcome this type of guess and
prepare in advance the room about
property needs.
1.Read last night’s Duty Manager log entries to be prepared Sihot Sign last night’s duty To check statement hotel, accounting,
08:00 2.Check nights audit and flash report And night audits rating.. to fixed if this need to do any
correction at the Sihot System
1. Check with receptionist on “High balance” / “Guest over limit” Sihot Record Balance day To ensure the balance per room are up
08:30 Phone to day

1.Supervising the paperwork at 5 receptions Sihot Check 5 copies and supervisor To record the actually state in all
2.Exchange all Petty Cash and Due me's / Returnable with Phone all sign on all records last day. receptions
09:00
accounts team Outlook They have enough change to be any
Intranet urgent buy
1. Meeting with sales department and prepare group contract Data Stamp all new contracts and To ensure all legal staff, check extra
for next week, check if payment will be done for this week. management send copy to customers/ agent measures if it’s necessary and have a
10:00 2. Answer my company email Accounting view predictive about needs.
program

1.Answer my company email from customers Outlook Confirm with reception why not Feedback with customers, supplies to
2.Confirm Check outs and charge the extras for ate check-outs Sihot rooms checkout fix misunderstandings and others task.
11:00
Email customers/agent for To look previous day at Shihot system
extra charges
1.Meeting with technician department and authorize the rooms Sihot Sign plan renovation daily To time table the rooms available for
block for maintenance next day Outlook next day and the maintenance status
12:00
2.Check if guest is waiting for their rooms and chase at the building
Housekeeping or move booking to another building
1.Confirm late arriving with regular customers Sihot Record of available rooms To make sure to raise sales
13:00 2.Reduce the price of the available rooms for today. Outlook today and tomorrow more than
Data app 89% or drop 5% price for today
1.Count your own float and drop any cash amount due Data Sign cash flow To sure to meet the specifications
2. Confirm all rooms be cleaned or block/ move the rest management Check system in green required by accounting
14:00 To be sure no one’s received a wrong
or dirty room

1.Sing the close cashier in front offices and give instructions for Sihot Sign the balance amount To ensure obey with the policy
15:00
next shift team Handbook
 RELATIVE TO
WEEKLY
WORK ACTIVITY SYSTEMS KPI DESIRED ORGANIZATIONAL
TASK
GOALS
Approve invoices laundry company last week Outlook < 0.0 variance To ensure we do not pay for
Send estimate hours next week for Housekeeping Excel <1.2% variance in hours services that we do not need
MONDAY
company Housekeeping To ensure reduce the variable
record cost when was possible.
Send invoices Hotelbeds last week Intranet Don’t have variance between To ensure recollect all payment
Pay off credit from Hotelbeds and another tour Excel Sihot and Hotelbeds as soon as possible.
TUESDAY
operators Sihot

Make sure stock delivery is shorted Phone Confirm we have double To ensure don’t have a complaint
Laundry Sihot laundry staff we will to used for not be ready to support baby
Babycot Outlook next week free policy or changes laundry
Paperwork Approved delivery babycots service.
WEDNESDAY
between buildings or order To ensure don’t have more than
Verifies that accurate room status more. Always Ones extra 1.5% overbooking at principal
Approved the new order for building.
paper, pens, flyers, tonners...
Receipt commissions: tours, rents, taxis… Excel Confirm 17%, 10%, 5% than To ensure encourage the team to
THURSDAY
total amount sold delivered a good custom services
Answering all request emails, and replay complains Internet Keep 0.1% complains this week To ensure keep the heights rate
FRIDAY from TripAdvisor and Booking satisfices possible and obey the customers
Keep clean the inbox mail service policy
Meeting rating reception staff Intranet Increase 0.25% last moth To encourage, motivated and fix
SATURDAY all mistakes happen las week

MONTHLY RELATIVE TO
WORK ACTIVITY SYSTEMS KPI DESIRED
TASK ORGANIZATIONAL GOALS
1. Prepare monthly roster for all buildings Excel Sign schedules with: 2,5 Days To guarantee to guarantee the
per week per employee off. maximization of the human
With 2 shifts between every day resources

2. Check all credits will be paid by tour operators Outlook Cover up 87% of monthly To ensure provide the real and
or provided differences to Account department Excel estimation reasonable accounting
Sihot
3. Tips distribute Excel Equal part between all To motived better customer service
receptionist
4. Meeting with Sales and Marketing department Management Increase 5% sales referred last To created new strategies to
brainstorm. docs year same period increase the sales.
Meeting Account department states
MANAGER FRONT DESK AT RECEPTION
VALENCIAFLATS
Supplier on-time delivery performance is critical to enabling the buyer's organization to meet its
customer service commitments. When Laundry company for example not delivery enough bed
staff I need change my priority for looking for a solution as soon as possible, because if not,
another department will be suffer the consequences as well, like Housekeeping department and
for this company this department is external company.

Because this problem was recurrently in the past I always order double of the towels, lines and
rest of bed shift for the principal building to cover any delay in any of eleven buildings the
ValenciaFlats have.
First I double check with manager of housekeeping if we can weigh for the delivery if not I
contact with the rest of manager in another buildings by email asking for give as the number of
units we need and send the taxi for company to recollect. After pass the taxi invoice to
accountant department for them adjust or claim for cover this extra expend.

At Aparthotels, be usual the customers be noisy on the biggest apartments or when they are a big
group, for this reason we sign a contract with the agent before or with the responsible person of
group on check-in, in this contract must be agreement to keep $300 amount per apartment in
advance to be sure in case don’t follow the contract.
When some of reception team realize this policy was non-follow and after asking to stop the
disturb, the receptionist immediately call me for put out this group and decide if we refund the
deposit or not, call the police if its necessary. This process will be more complicated it is depend
of quantity of apartment that they have booked, the agent who send us or another’s
circumstances.

When the Wi-Fi, hot water, air condition or another facility does not work, all my day schedule
change priority’s to fix the situation, if the reception can’t fix themselves or with maintenance
services.
In any case I need to look for the best option to compensate to the customers will be affected and
negotiate with sales department. This means I need spend time to apology customers and obtain
solutions, move the rest of the customers if the situation is not comfortable e organize free pick up
taxis for customers before arriving and move the staff for the customers already arrived.
After stop “the fire” I need check why, what and who, report every to owners and financial
department and propose contingences with strategic plan to avoid that this kind of incident happen
again.

BSBWOR501 ASSESTMENT TASK 3

HOW PLANNING
AND SEEKING
HELP YOU

In addition to the number of decisions that I make in any day is the number of request and
demands made upon myself.

With the abundance of smartphones, emails and another technology, we often have little
escape from the constant stream of intrusions. People expect us to be available at a moment’s
notice. For this reason, my offices keep closed since 8:30 after a sort briefing with the
receptionist until 11:30 every day for have time and space to focus on my daily duties.

In all moment any department could contact to me by intranet messenger if I am in my offices,

email or what’s up if they are out of offices and I can check in anyplace in my phone. But
everyone knows where and when they can found me free for them.

For be possible that I delegate many routinely decision with less impact in customer services
after training under different scenarios. With daily planner for the subordinate replay.

Planning my duties, per hours, days, weekly and monthly help me to have a general vision,
better financial planning and clear motivation about my team results.

Planning the biggest issues is the only way to be sure we will do it on time, or we have time and
resources to finished. When the important is working all medium and small issues we can
forget, unless I am planning and check regularly. And the day work be more effective.

Like the rocks in the bucket explain, if we start with a bucket, enough big rocks (goals) to fill it,
some small stones (objectives), some sand and water (every day issues) the only way I can all
fit in together is by prioritizing.

Hospitality will be crazy, stressful and exhaust yourself if you don’t have clear your big rocks, if
you don’t find the balance between your responsibilities and your delegates routines.

Have a strong team, with knowledge, background and experience allow us to have an
improvement program all the time .is not possible to maintain always a highs standard, but as
Manager you can build one.

BSBWOR501 ASSESTMENT TASK 4

INDICATOR OF
STRESS

Anon., 1 Edition, March

2015. Manage quality a) What do you consider your stress level to be at
customer service work or in your personal life?
BSBCUS501. East
Melbourne (VICTORIA):
In this particular moment of my life, all stress I can suffer is less for the work
Innovation and Business
than the rest of parts than my life. After years and many trainings, I learn to be
Industry. under control the stress.

Anon., 2013. Queensland

In my opinion was easier found how keep this feelings under drastic levels at
Goverment. [Online]
work than the rest of your private life where feelings had more importance than
Available at: results. But I can remember how work without enough knowledge, background,
https://www.qld.gov.au/he
experience as management or leadership was so painful for me, also broke the
alth/mental- team with I used to work.
health/balance/lifestyle
When I have physical and psychological stress, take one step back and analyze
[Accessed 10 3 2018].
why, I start to eat more, or sleep worst, why I have bad humor or feel so tired?
Anon., 2014. Atas
complaint handling b) Give 3 examples of situations that give you
brochure. [Online] stress at workplace or in your personal life?
Available at:
http://www.afta.com.au/up
After the Valencia Flats grow more than we can support we need work overtime
loads/331/atas-complaint-
every day, without more human resources or appropriate technological
handling-brochure.pdf
resources. The company pass the 5 buildings with less 200 beds to 9 buildings
with more than 700 beds available in five months.
Ray, D. A., 2011. To
promote Wellness. My first month by manager in the group building Aparthotel in downtown I
[Online] received the police call in might of the night because the building was on fire.
Available at: Finally, we can put out all customers safe, and provided a new room for this
https://www.shrm.org/Res
week, we don’t have legal responsibilities because the fire start in another
ourcesAndTools/hr-restaurant and we can didn’t nothing except look after us customers
topics/benefits/Pages/Red
uceStress.aspx
[Accessed 06 03 2018].

Rosier, S., 2013.

Mycustomer. [Online]
Available at: 5
BSBWOR501 ASSESTMENT TASK
https://www.mycustomer.c
om/service/management/s
ix-steps-to-successful-
MANAGE
STRESSFUL

c) Explain how you can manage stressful situations

better to maintain healthy living.

Work-life balance is adjusting your day-to-day activities to achieve a sense of

balance between work life and personal life. Some benefits of a healthy work-life
balance include:

 reduced stress levels, at work and at home

 greater focus and concentration
 higher levels of job satisfaction
 the opportunity to participate more fully in family and social life
 more time to pursue personal goals and hobbies
 improved health.

Balancing the demands of a busy by regularly reviewing and assessing my

priorities.

Here are a few ideas to help you strike a good work-life balance:

 Set goals around what I value highly

 Manage my time effectively—review job activities, priorities and success
factors
 Create a boundary between balancing work and personal time-leave work
by flexible hours its possible.
 Build resilience and have a positive attitude
 Avoid stress, mental exhaustion and burnout—for example take time to
restart my mental balance
 Maintain a healthy lifestyle—look after myself, eat well, sleep well and set
aside a little time to exercise or pursue an activity like Pilates, yoga or
swimming every week
 Enlist a good support system—learn to delegate, we all need a little help
sometimes
 Enjoy my work. Remember its only a job, no the meaning of my life.

BSBWOR501 ASSESTMENT TASK 6

HOW TO
MANAGE
STRESS
d) What can the employer or organization do to
help employee manage stress?

Everyone experiences stress at some stage in their life. It is a way for us to

know that something in our life is causing us concern and is affecting how we
are thinking and feeling.

High stress can result in depression, anxiety, compulsive behaviors and

substance abuse. Moreover, it can lead to headaches, fatigue, insomnia,
stomach disorders, hypertension and high blood pressure.
A study published August 2011 in BMC Public Health, Psychosocial Working
Conditions and the Utilization of Health Care Services, shows that those with
high-stress jobs visited physicians 26 percent more often than those with low-
stress jobs. The European Agency for Safety and Health at Work reports that
over half of the 550 million working days lost annually in the U.S. from
absenteeism are stress-related. It goes on to say that unanticipated
absenteeism is estimated to cost American companies $602 per worker per year
and the price tag for large employers could approach $3.5 million annually.
For this reason, the employer or organization must be help the employees to
reduce the stress at work. Managing stress is about making a plan to be able to
cope effectively with daily pressures. The ultimate goal is to strike a balance
between life, work, relationships, relaxation and fun. By doing this you are more
able to deal with daily stress triggers and meet these challenges head on.

Some strategies that can help you look after your mind and body, and in turn
help you to better control behaviors that result from too much stress include:

 Know your stress triggers

 Recognise early warning signs and symptoms and act on them to reduce stress
 Practise relaxation techniques or meditation
 Eat a well-balanced, healthy diet
 Exercise regularly—aim for at least 30 minutes every day
 Get enough sleep—aim for around 8 hours every night.

YOUR THINKING
BSBWOR501 ASSESTMENT TASK 7
 Try to worry less about things you can’t control, and make plans for dealing with
the things you can control
HOW TO
MANAGE
STRESS

 Try to worry less about things I can’t control, and make plans for dealing
with the things I can control
 Set small, manageable and achievable goals
 Apply problem-solving techniques—identifying the problem, clarifying its
nature and map out options for dealing with it
 Choose to have a positive attitude
 Take time out to visualise a calm and peaceful place
 Compete against myself, not those around me and aim for your personal
best
 Develop, keep and use my sense of humour.

 Plan and organise ahead to allow enough time to get tasks done
 Use 'to do' lists and set priorities to help me achieve my goals
 Be open and honest with people, rather than hiding my thoughts and
feelings
 Seek guidance and support when I am feeling stressed
 Create a balanced lifestyle for myself and allow time for recreation and
relaxation
 Reward myself when I reach my achievements and goals

BSBWOR501 ASSESTMENT TASK 8

REFERENCES

Anon., 1 Edition, March

2015. Manage quality
customer service
BSBCUS501. East
Melbourne (VICTORIA):
Innovation and Business
Industry.
Anon., 1 Edition, March 2015. Manage quality customer service BSBCUS501. East
Anon., 2013.
Melbourne Queensland
(VICTORIA): Innovation and Business Industry.
Goverment. [Online]
Anon., 2013.
Available at:Queensland Goverment. [Online]
Available at: https://www.qld.gov.au/health/mental-health/balance/lifestyle
https://www.qld.gov.au/he
[Accessed 10 3 2018].
alth/mental-
health/balance/lifestyle
Anon., 2014. Atas complaint handling brochure. [Online]
[Accessed
Available at: 10 3 2018].
http://www.afta.com.au/uploads/331/atas-complaint-handling-brochure.pdf
Anon.,
Ray, 2014.
D. A., 2011.Atas
To promote Wellness. [Online]
complaint handling
Available at: https://www.shrm.org/ResourcesAndTools/hr-
brochure. [Online]
topics/benefits/Pages/ReduceStress.aspx
Available 06
[Accessed at: 03 2018].
http://www.afta.com.au/up
Rosier, S., 2013. Mycustomer. [Online]
loads/331/atas-complaint-
Available at: https://www.mycustomer.com/service/management/six-steps-to-
handling-brochure.pdf
successful-monitoring-of-your-customer-service
Ray, D. A., 2011. To
promote Wellness.
[Online]
Available at:
https://www.shrm.org/Res
ourcesAndTools/hr-
topics/benefits/Pages/Red
uceStress.aspx
[Accessed 06 03 2018].

Rosier, S., 2013.

Mycustomer. [Online]
Available at:
BSBWOR501 ASSESTMENT TASK
https://www.mycustomer.c 9
om/service/management/s
ix-steps-to-successful-