This form must be attached to the front of all submitted hard copy assessments .

Student Details: Student to complete

Student Name: Huong Quynh Nguyen

Student ID : 10071741

Student Declaration:
By signing below, I declare that the work submitted here is my own work and it does not include work which is
plagiarised, copied in whole or in part from another student or other source such as published books, internet or
journals without due acknowledgement in the text.

Student Signature: Date: 27/03/2020

Huong Quynh Nguyen
Assessment Details: Teacher to complete
SIT50416 Diploma in Hospitality Management-
SIT50416 Diploma of Hospitality specialising in Patisserie
Course National ID and Title
SIT50416 Diploma of Hospitality specialising in
Commercial Cookery
Unit/s National ID and Title
BSBMGT517 Manage Operational plan
Assessment Task number and name Assessment Task 3: Project 2
Date due: Date submitted: 29/03/2020
Assessor Name: Vikram Arora

Assessment Result and Feedback

Satisfactory
Result Re-submit date if required:
Not yet Satisfactory

Feedbac

Assessor’s signature: Date:

I acknowledge that I have received Student signature Date:

the assessor’s feedback
Assessment Review
If you believe that you have been assessed unfairly, you have the right to request an informal assessment review. When your
assessment cover sheet is returned to you, you can request an informal review by filling in the section below and returning it to
your assessor or the Operations Manager of your area. If you are not satisfied with the outcome, you can apply for a formal
review of assessment on the application form located on the Box Hill Institute Website https://goo.gl/Pb3Rtx

VCE courses: VCAA rules and regulations replace the above assessment review. Please see
your VCE Teacher or VCE Coordinator for further discussion.
I request a review of my assessment for the following reasons (not applicable to VCE courses):

Student Signature Date

Instructions to Student

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Assessment Cover Sheet
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Assessment task name Assessment Task 3
Assessment task type Project 2
Time allowed 3 hours
Where the assessment will take place In Class and in your own time
Personal protective equipment required N/A
Emergency procedures N/A
Equipment provided N/A
Individual or group work Individual
Support equipment allowed i.e.: calculator, No
dictionary
Context and conditions of assessment Clearly outline the conditions under which the evidence for the
assessment task will be gathered. Your curriculum document may
provide you with some information.
What to submit Completed Assessment Task
How to submit Upload to Student Web
How to present your work Professionally
How many attempts at assessment are 2
permitted
Naming protocol for electronic files
How will the assessment judgement be made Observation checklist Exemplar

Performance checklist Rubric

Answer guide -

Safety

If at any time during the learning and assessment process, your Trainer/Assessor considers that the safety
of any person is at risk they will abort the session.
Reasonable Adjustment

Students identifying as having a disability may access reasonable adjustment to enable them to participate in
training and assessment on the same basis as other students. Students can learn more about this through the
Learners with a disability policy and procedure on the Box Hill Institute website http://www.boxhill.edu.au/for-
students/student-support or by calling Student Life on 9286 9891, by emailing the Disability liaison service on
dls@boxhill.edu.au or by calling into the Student Life office at Elgar Campus in E3.G56, just near the cafeteria.
Special Consideration

Where a student anticipates that a result will be impacted by special circumstances such as ill health or bereavement,
application can be made for special consideration. Forms can be accessed from the Student Life office at Elgar Campus in
E3.G56 or downloaded at: http://www.boxhill.edu.au/for-students/student-information/forms-and-downloads.

VCE courses: Supplementary exam procedures apply.Please see your VCE Teacher or VCE
Coordinator for further discussion.

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Assessment Task 3 – Project 2

Part A Observation of operational procedures or tasks

This project consists of an observation of an operational procedure relevant to your area of training which may include a
Kitchen operation, Front office, Tourism, Events, Food and Beverage, Rooms Division or Administration. The focus needs to
be on observing and improving existing procedures or to identify new processes to improve operations.
o This may relate to workflow processes
o Cost efficiency of products and services
o Customer service related issues
o Check-in, check-out procedures
o Staff efficiency and training needs
o or a specific procedure as instructed by your trainer

Establishment/Organisation: ______________________________________________

Task Procedure performed in the Organisation selected: _____________________________________________

Date: ____________________________________________________

Your Task:

1. Provide an overview of your workplace and a description of the operational procedure you will monitor,
analyse and review and outline the reasons which indicated to you that a review would be necessary (for
example complaints from customers about prolonged waiting periods for check-in; prolonged waiting periods
for food in the restaurant; frequent errors in reconciliations at the end of the shift in front office or similar.

Indochine is a Vietnamese restaurant, sitting right beside Box Hill Central that is why there are lots of
people come there to dine in, most of them are families with small children. Opened since 1983, so they
got a lot of loyal customers, but they always need to improve if there are anything that the customers
didn’t enjoy it so they have some positive as well as negative sides to improve:
Setting table:
- Tables are not usually cleaned properly by employees after customer finishing their mealfor the
nextservice.
- Tables are not set up correctly
-Chairs still have dusts, food from the tables when the staffs forgot to check on them when the next
customer coming
-Employees take a long time to clean tables
Communicate with customer:
-Employees don’t meet special requirement of customers.
-Customers complaint about employee attitude
-Take the wrong order for the customers
-Employees have misunderstanding with customers

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2. List the Standard Procedures which would be required to perform the procedure or tasks and the criteria
which are used to industry standards to measure the performance required. This needs to show all tasks
which are part of the procedure you observe.
Task Procedure
Setting Table
 Select the appropriate size tablecloth and spread it over
the table.
 Napkins must be placed at the left of forks, open corner
nearest to the plate.
 Salt must be on the left hand and pepper be on the right
hand
 All forks must be placed at the left side of the plate.
Knives and spoons at right side of the plate.
 The coffee cup and saucer with the table setting may
be included for an informal meal.
 Putting food menu, drink menu on the table.

Communicating with customer  Always smile when greeting with customers

 Taking them to the table
 Taking order and ask them about special requirements
like vegan, gluten, lactose, vegetarian,…
 Recommending them about matching meal with wine
 Take note carefully what customer ordered

3. Observe the task or operational procedure and provide an overview of your findings.
+ Setting table
-Before service:
 Clean and sanitize tables.
 Wash hands before handling place settings, food, or beverages.
-During service:
 Handle all dishes, glasses, cups, and flatware by non-food contact surfaces only.
 Immediately wipe up spills as they occur. Use designated cloths and appropriate sanitizing
solution.
-After service:
 Remove unused flatware after service, clean and sanitize.
 If tables are covered with linen, remove after service and replace with clean tablecloths. Soiled
cloth linen, tablecloths, and napkins should be taken to the laundry and kept separate from other
linen used in the establishment, such as custodial towels. Treat stains promptly.
 If no tablecloth is used, remove all materials (salt and pepper shakers, sweetener, etc.) clean
and sanitize tables. Replace materials and reset tables.
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  Wipe table seats if necessary after table tops have been cleaned and sanitized.
 Sweep and mop floors or vacuum carpet after meals.
+Communicating with customers:
-Employees have responsibilities to ask customer’s dietary requirements before making orders
-Telling them ingredients in food for customer be carefully their dietary.
-Always smile, friendly when serve with customers
-Asking customer about their satisfaction after finishing their meal.

4. Following the observation identify any shortfalls or underperformance during the observation of tasks or
processes and document these in detail. What were the issues and what were the potential reasons for
these?
These were the issues and the potential reasons:
+Setting table:
-With new employees, they usually confuse put salt and pepper’s side (salt must be on the left hand
and pepper be on the right)
-Sometimes the shop is too busy, and they have a short staff member. Therefore, staff may not
clean table properly and still let some food that drop out or dust on the table and chair.
-Not enough the linens, table clothes to change for the next customers because they have lack of
order stock.
+Communicating with customers:
-With a lot of kind of dietary requirements, so staffs are hard to identify between them. Staffs have to
take order and take note individual customer’s dietary requirement carefully to make sure that can’t
miss it. Employees have to communicate clearly with customers to identify what kind of dietary they
have and should remember ingredients of food to recommend for customers.
-In the customer service environment, employees may contact to diversity customers who may not
good at English. Therefore, some customers have the accent that be hard to hear. Staffs should
always listen to customer, communicate clearly and slowly. If staffs are difficult to help customers,
they can ask manager to help them or using google translate or telling customer write down on
paper what they want to help.

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Part B Developing strategies and critical reflection

5. Develop a strategy that can be implemented to overcome the shortfalls you have identified and explain how
each step of the strategy will be implemented to ensure it will be successful. Include the documentation
required for this.
 Should have supervisor in each service area
 Organizing training/coaching sessions periodically
 Headwaiter and supervisor should monitor the operation of staff
 Collecting feedbacks from customers to survey their ideas and evaluation during a time they
use our products/services.
 Using an education strategy to make sure your customers know all of the benefits of your
product or service and give them suggestions for using what you sell for maximizing its
benefit.
 Should have debrief after finishing the shift to discuss and solve problems in the day
between manager, supervisor, headwaiter and staffs.

6. Provide an overview of the potential cost factors for your suggested procedures including physical and
human resource aspects as relevant.
+Setting table:
-Need to buy more linen, table clothes to make sure that it will not lack of stuff to serve customer.
-Organising the training/coaching session periodically.
-Hiring more staff to divide task to make sure that still provide good service even on peak time.

+Communication strategy
-Should give feedback sheet or send feedback through emails to customers when they finish their
service
-Should organise promotion for customers on special days like free gift on customer’s birthday,
Christmas .With the cost about $20or discount for new services when customers try them on the first-
time period.
-Giving discount or promotion when customer didn’t enjoy the services after.

7. In brief provide a critical reflection on your project: Given what you have observed, analysed in terms of
resources required and the potential outcomes from the strategy you have developed, how viable is your
strategy in terms of outlay required by the organisation? Would there be a more cost-effective option?

We also should boost strong in the building relationship with customers. Because it helps business to
attract more new customers and keep more loyal customers that make increasing turn over and bring
many benefits to business. Therefore, the business need to hire more staff and take time to training for
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new staff to make sure that they are able to provide good services and meet customer satisfaction.
Manager should monitor and manage staff operation more carefully if the number of customers get
more and more, the aim to make sure to meet customer demand and they will come back our business
to support us.
-Staff will provide service for customer faster
-Staff will more professional in customer services, be able to meet customer satisfaction.
-All tables will be cleaned and re-set up table properly to make sure they are ready to serve for the next
customer
- Staff will not rush if the business hired enough staff
These are able to bring more benefits as well as more outcome and more cost-effective option to
business.

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