Assessment 2 Cluster SITXMGT001, SITXMGT002 Performance

Course Details
Course Name SIT50416 Diploma of Hospitality Management
Unit(s) of competency
Unit Code (s) and

Cluster:SITXMGT001 Monitor work operations
Names
SITXMGT002 Establish and conduct business relationships
Assessment Details
Term and Year 1/2019 Time allowed
Assessment No 2 Assessment Weighting
Assessment Case Studies

Descriptor
Due Date 12/02/2019 Extension (if approved)
Re-Assessment Details
Term and Year Time allowed
Assessment No Re-assessment Fee Paid?
Assessment Type
Due Date No Extension
Student Details and Declaration
Student Name Morelli Patrick
Student ID 201861750 Trainer/Assessor’s Ziggy Sikora

Name
Student Declaration:
a. I declare that the work submitted is my own and has not been
copied or plagiarised from any person or source.
b. I have not submitted any part of this assignment previously as
part of another unit/course. Signature:___x_________________
c. I acknowledge that I understand the requirements to complete
the assessment tasks. Date: _______/________/______
d. The assessment process including the provisions for re-
Assessment Task
SITXMGT001 Monitor work operations Page 1 of 16
submitting and academic appeals were explained to me and I
understand these processes.
Assessment Outcome - To be completed by the Assessor
Assessor’s Name Ziggy Sikora
Results Satisfactory Not Satisfactory Marks:
Re-assessment eligibility Due Date:

Yes No
This assessment First Attempt 2nd Attempt Late Penalty__________

FEEDBACK TO STUDENT
Progressive feedback to students, identifying gaps in competency and comments on positive improvements:
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________________________
______________________________________________________________________
Student Declaration: I declare that I have been Assessor Declaration: I declare that I have conducted
assessed in this unit and I have been advised of a fair, valid, reliable and flexible assessment with this
my result. I am also aware of my right to appeal student, and I have provided appropriate feedback
and the reassessment procedure.
Student did not attend the feedback session.
Signature: ____________________________ Feedback provided on assessment.
Date: ____/_____/_____ Signature: ____________________________

Date: ____/_____/_____
FEEDBACK TO STUDENT (FOR REASSESSMENTONLY)
Assessment Task
______________________________________________________________________________________
______________________________________________________________________________________
___________________________________________________________________________________
Student Declaration: I declare that I have been re- Assessor Declaration: I declare that I have
assessed in this unit and I have been advised of my conducted a fair, valid, reliable and flexible
result. I am also aware of my right to appeal. assessment with this student, and I have provided
appropriate feedback
Signature: ____________________________
Student did not attend the feedback session.
Date: ____/_____/_____ Feedback provided on assessment.
Signature: ____________________________
Date: ____/_____/_____
Assessment Task
(Performance)
SITXMGT001
Assessment Task
Monitor Work Operations
DOCUMENT CONTROL
VERSION DATE COMMENTS
1.0 30th November 2018 ▪ Original
ASSESSOR PRE-ASSESSMENT CHECKLIST
This checklist is to be completed prior to commencing the assessment.
Please discuss this with the learner and circle yes or no for each question.
Is the learner ready for assessment? ☐Yes ☐ No

Have you explained the assessment process and tasks? ☐ Yes ☐No
Assessment Task
Does the learner understand which evidence is to be collected and ☐ Yes ☐No
how?
Have the learner’s rights and the appeal system been fully explained? ☐ Yes ☐No
Have you discussed any special needs or reasonable adjustments to be ☐ Yes ☐No
considered during the assessment?
Does the learner have access to all required resources? ☐ Yes ☐No
ASSESSMENT INSTRUCTIONS
PURPOSE OF THE ASSESSMENT TASK
Assessment Tool Case Studies

To demonstrate satisfactory completion of this Assessment Task Satisfactory Not Satisfactory
the learner must: (S) (NS)
Completed responses, and supporting evidence, for ☐ ☐

all four (4) Case Study scenarios
Plan and organise workflow for a team operation or

activity that takes into account at least six of the
following contingencies:
a) Delays and time difficulties

b) Difficult customer service situations ☐ ☐
c) Equipment breakdown or technical failure
d) Financial resources
e) Staffing levels and skill profiles
f) Rostering requirements
g) Staff performance
h) Procedural requirements
a) Product development
Assessment Task
Monitor and respond to team-based operational ☐ ☐
and service issues during the above operation or
activity
Complete each of the following organisational

records for the above operation or activity:
☐ ☐
a) Performance reports
b) Staff records
Overall Assessment Task Performance Satisfactory Not Satisfactory

(S) (NS)
Assessment Task: Case Studies ☐ ☐
Resources required for this Assessment
Trainers and Assessors are required to ensure all learners have access to:
▪ Resources and documentation used in the workplace

▪ Workplace policies and procedures
▪ Organisational documents and templates:
a) Document HR manual template

b) Performance reports
c) Rosters
d) Staff reports
▪ SWOT PESTEL Analysis Notes

▪ SWOT Analysis Template
▪ PEST Analysis Template
▪ Workplace Relations Act 1996
▪ Student Handout: Glossary of Industry Terms (Operational Planning)
▪ Student Handout: Glossary of Industry Terms (Sustainability)
▪ Student Handout: Glossary of Industry Terms (Communication)
▪ Student Handout: Strategic vs Operational Planning Notes
▪ Student Handout: Logical Levels of Change Model
▪ Business technology
▪ Website Resource: http://www.fairwork.gov.au
▪ Website Resource: Australian Industrial Relations Commission
http://www.airc.gov.au/legislation/
Instructions for Trainer and Assessors
This assessment task has to be conducted as per the Assessment Conditions:
Assessment Task
In class ☐ In an Industry Workplace In a Simulated Industry Environment
Instructions for the assessments
▪ Attendance must be recorded in the Attendance Spreadsheet

▪ The assessment is to be completed according to the Assessment task instructions This is an
individual assessment
▪ The Assessment must be completed in Blue or Black Pen
▪ Trainer and Assessor are to complete the Pre-Assessment Checklist before commencing the
Assessment process
Assessment Task Duration
▪ Three (3) Weeks
Learner Evidence Submission Requirements
▪ Presented responses in report format suitable for presentation at a management meeting.

▪ Organisational documents:
a) Performance reports
b) Rosters
c) Staff reports
MONITOR WORK OPERATIONS

ASSESSMENT TASK: CASE STUDY
Read the following case studies and address each question and/or task for each case
study.
CASE STUDY 1
The partners who own ‘Green Tour Excursions’ where you work as Duty Manager have
decided to reappraise the operations of the Fraser Island Tours which operates five (5)
vehicles and drivers who also take on the role as tour guides.
The partners say there are too many potential legal issues and complaints from
customers and as a result the bottom line of the business is suffering. They say the
average turnover has decreased by 15 % and custom likely will be lost to other
operators although comparative tours have the same cost for this day tour.
The itinerary which was in place for the current one (1) day island wilderness trip
included:
Assessment Task
▪ Central Station including Wanggoolba Creek boardwalk
▪ Lake McKenzie – a swim in crystal clear waters and pristine white sands.
▪ Seventy-Five Mile Beach
▪ Eli Creek – swim or float in the clear waters
▪ Maheno Shipwreck - take a photo stop at the rusting wreck of the Maheno
washed ashore during an out-of-season cyclone in 1935
▪ The Pinnacles Coloured Sands – learn of the Butchulla legends surrounding
them.
Inclusions:
1. National Park Fess

2. Morning Tea at a picnic ground
3. Picnic Lunch
4. Transfers from Hervey Bay Accommodation to ferry return.
The main issues which have been identified by the partners of ‘Green Tour Excursions’
for the particular tour included:
1. On three (3) out ten (10) tours the 4-wheel drive tourist vehicle ran out of fuel which
resulted in a 1 hour shortfall of the trip on each occasion.
2. On two (2) trips the air conditioning of the vehicle failed.
3. There were eighteen (18) complaints about poor hygiene relating to cups and cutlery
used for morning tea and picnic lunch.
4. Twelve (12) customers have expressed concerns of being provided with food from
eskis and service vessels provided from a plastic container.
5. Three (3) customers have complained about being served pastries from a card
board box which must have been the packaging provided by our supplier.
6. There were four (4) claims from customers who claimed they felt unwell or sick after
consuming the BBQ picnic lunch which includes a small steak, sausages, 2 different
salads and bread and butter.
7. There are increasingly complaints from drivers of the vehicles that their days are too
long given that they are required to prepare their vehicles post and before each trip
which could potentially breach WHS requirements and entitlements.
8. Twelve (12) customers have expressed concerns of being provided with food from
eskis and service vessels provided from a plastic container.
Assessment Task
9. There were three (3) incidences during the past two (2) months where customers
had close encounters with venomous snakes in the toilet block located the picnic
area used for stops.
You are required to investigate these issues and explore provisions to meet all
legislative requirements.
Present your responses in report format suitable for presentation at a management

meeting.
1. Describe how you would monitor the work hours of the driver/tour guide and the
efficiency involved in those hours – this would also mean you need to identify
relevant problems associated with adjusting staff levels to attain the requested
improvement
2. Show what consultative process was used to allow for procedures and systems
(including rosters new or amended service provisions) to be adjusted. Show that in
this area, quality assurances can be given so that customers will not be affected and
indicate the time frame involved in your change
3. List the measures taken to ensure functional clean vehicles, and prevention of
hygiene issues
4. In your new plan, you must show the delegation process that will be involved. Will
you need new job specifications to be written? If so, how many?
5. Will training be necessary to accommodate the new jobs if this is the option you
recommend the owners to take? Estimate a budget for retraining should it be
necessary
6. Describe how day-to-day operations will not be negatively affected with your
proposed changes
—————————————————————————————————————————
Case Study 1
Green Tour Excursions
Report:
Green Tour Excursions

4 February 2019
Morelli Patrick, Duty Manager
Assessment Task
Introduction
After examination of many complains received from customers and employees of

‘Fraser Island Tours’ some issues with legal requirements and with the operation of the
tour vehicles are found; also standards and food safety & hygiene precaution must be
made for the good and safety of the business, employers and customers.
Executive summary
In order to reach the legal requirements I recommend new processes and procedures to
ensure the good operation of ‘Fraser Island Tours’.
• Monitor work hours of tour drivers:

This should be reviewed in relation to the legal obligation of Green Tours and the Fair
Work Act and all the Australia’s legal obligations of shift durations and breaks.
The rooster of drivers will be made from the Duty Manager, in order of qualifications of
the drivers and requests. The rooster will be at the office of the vehicles’s parking lot
where will be keep in record. The shift log in and log out will happen in the office with a
copy in the vehicle for breaks.
A detailed shift/tour schedule or checklist used by drivers should be implemented for a
continuous improvement and to to ensure the tour is run in an efficient manner.
All have to kept in record.
• Food and drinks hygiene standards:

To prevent food poisoning and future laws implications we bought and will install in
vehicles mini fridges to preserve the food.
The food packaging will be made from trained people in the kitchen area next to the
staff canteen.
• Trainings
Managements will organise interviews with the drivers to gather further information
about their daily activities.
Meeting with drivers every 2 weeks then with the upcoming of the business.
Trainings to be scheduled for food and beverage hygiene.
• Improvements
A review of the tour itinerary should be undertaken to ensure the most efficient & viable
day is planned for the customers across the sights seen.
Surveys oat the end of every trip will be given to the customers with direct advice we
can use from from them.
A SWOT analysis should be undertaken.
A review of all operational plans should be done.
Competitor tour companies should be observed.
All changes to rosters, pay rates, shifts, safety etc should be communicated in a timely
manner.
• Providing functional, clean tour vehicles
Assessment Task
A new check list on cleaning of the vehicles will be made.
A review of the pre-tour departure tasks should be examined, including the process for
fuelling the vehicles and food storage.
New operational procedures will need to be implemented.
A sensible time frame should be devised to implement new work operations. Peak & off
peak business times should be considered. Any alterations to vehicles may need to be
done in a staggered time frames.
• Staff Delegation
New job specifications may need to be drafted.
New workflows will need to be communicated.
Once revised staffing levels it is important to document a company wide delegation
chart to document and communicate any new chains of command.
Apart from drivers, other affiliated employees may need reviewed job practices, rosters
and position descriptions.
• Reduction of the impact on the day to day operations

Two more drivers will enjoy our tour from affiliate company to cover the previous long
shifts and give chance to have the needed trainings.
This are the beginning of big changes that the company needs to increase the
productivity and reputation.
CASE STUDY 2
Elena, the front office clerk has asked you for an urgent appointment to see you.
On arrival to the meeting, Elena explains to you that her supervisor in front office frequently
makes silent offensive remarks and has stalked her on multiple occasions after work. It also
seems that he rosters her for the same shifts when he is rostered on.
(The document HR manual template may be referenced for this case study)
1. What appears to be the nature of complaint here?
Elena has been subject to workplace harassment. Elena has had a violation of her
human rights and could report this behaviour to police, as well as her employer.
It could be assumed that the front office supervisor not only is acting illegally but is also
breaching the company’s code of conduct.
2. Which procedure should be followed to receive a complaint like the one from Elena
The HR manual and processes should now be followed. This complaint should be taken
seriously due to the wider legal ramifications, potential police involvement and OH&S
risks.
Assessment Task
It is advised that confidential one-on-one meeting should be conducted with Elena to
document the situation and collect any evidence.
3. Write a standard operating procedure that can be used to investigate a complaint,

including actions for e.g. EEO and sexual harassment matters.
ABC Hotel - Workplace Harassment Policy

ABC Hotel is committed to providing a safe and healthy workplace free from bullying or
harassment. Employees are protected by this policy whether they feel bullied by a
supervisor, another worker, client, supplier or member of the public.
ABC Hotel will treat reports of workplace bullying seriously. We will respond quickly,
independently and confidentially. This policy will be made available to all employees
including external suppliers & stakeholders. New employees will be given a copy of this
policy at their induction.
Managers and supervisors will remind staff of the policy from time to time. Expected
workplace behaviours under work health and safety laws, workers and other people at
our workplace must take reasonable care that they do not adversely affect the health
and safety of others.
ABC Hotel expects people to:
* behave in a accountable and professional manner
* treat others in the workplace with respect
* listen and respond appropriately to the views and concerns of others, and
* be fair and honest in their dealings with others.
This policy applies to behaviours that occur:
o in connection with work, even if it occurs outside normal working hours
o during work activities, for example when dealing with clients
o at work-related events, for example at conferences and work-related social functions,
and
o on social media where workers interact with colleagues or clients and their actions
may affect them either directly or indirectly.
Defining workplace bullying?
Workplace bullying is repeated, and awkward behaviour directed towards a worker or a
group of workers that creates a risk to health and safety. Repeated behaviour refers to
the persistent nature of the behaviour and can refer to a range of behaviours over time.
If workplace harassment or unreasonable behaviour is reported or observed, ABC Hotel
will take the following steps:
* The supervisor or manager will speak to the parties involved as soon as possible,
gather information and seek a resolution to satisfactorily address the issue for all
parties.
* If issues cannot be resolved or the unreasonable behaviour is considered to be of a
serious nature, an impartial person will be appointed to investigate. Both sides will be
able to state their case and relevant information will be collected and considered before
a decision is made.
* All complaints and reports will be treated in confidence. Only those people directly
involved in the complaint or in resolving it will have access to the information.
Assessment Task
* There will be no victimisation of the person making the report or helping to resolve it.
Complaints made maliciously or in bad faith may result in disciplinary action.
Consequences of breaching this policy
Appropriate disciplinary action may be taken against a person who is found to have
breached this policy. The action taken will depend on the nature and circumstance of
each breach and could include:
* a verbal or written apology
* one or more parties agreeing to participate in counselling or training
* a verbal or written reprimand, or
* transfer, demotion or dismissal of the person engaging in the bullying behaviour.
If workplace bullying has not been substantiated If an investigation finds workplace
bullying has not occurred or cannot be substantiated, ABC Hotel may still take
appropriate action to address any workplace issues leading to the bullying report.
4. Which legal responsibilities do have in your capacity as a manger in this instance?
Everyone at the workplace has a work health and safety duty with regards to workplace
harassment & bullying under the WHS Act.
A manager’s legal responsible is 4 fold;
* Identify the risk
* Assess the risk
* Control the risk
* Review control measures
Assessment Task
CASE STUDY 3
You are the manager at the ‘Ocean View Hotel’.
During the last four (4) weeks the numbers of patrons during dinner service on
Wednesdays to Fridays have doubled. Although this is good news for the operation,
there have been associated with this a number of operational issues which need to be
addressed swiftly to prevent bad publicity in social media and on trip advisor.
During the four (4) week period the hotel had twelve (12) complaints related to delays in
meal service, sixteen (16) complaints relating to poor or average quality of meals. A
brief conversation with sous-chef and head chef have indicated that the access to and
lack of capacity of some equipment are some of the main issues they are facing.
In front of-house (F&B) the same staff has been rostered on the periodic schedule as
usual, and staffs do not think there are any issues.
1. Provide a systematic approach for areas you will investigate
2. Provide solutions for the shortfalls in equipment pointed out to you, given that the
new budget is still five (5) months away and major expenditure was just completed
to finish the accommodation areas.
3. Which aspects will you investigate in the food and beverage/service areas?
4. Provide details for the staff who will be involved in the process.
Assessment Task
CASE STUDY 4
You are working in the capacity of manager in a trendy inner city boutique hotel,
featuring 45 rooms, a gym and wellness area, a 60 seat cafe -bistro, an 80 seat
restaurant and seating for 50 customers in the mall.
The food and beverages are in line with using local produce and following trends,
however you have noticed that due to the large number of part-time employment of
students and, it seems, lack of direction from the departmental supervisors, products
and services are always different.
Not that there have been any substantial complaints, however beverages are presented
differently at different times, food presentation varies and it looks portion sizes are not
uniform, and the rooms are made up and arranged differently depending who is in
charge and on duty, accordingly.
1. Provide suggestions for a system that can be effectively developed and

implemented for each department and explain in detail what this entails for each
department. Your approach must include delegation at the appropriate levels.
2. What are the implications for all existing staff as a result and how will you provide for
overcoming these?
Assessment Task
END OF PAPER
Assessment Task

Assessment 2 Cluster SITXMGT001, SITXMGT002 Performance

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Course Details

Course Name SIT50416 Diploma of Hospitality Management

Unit Code (s) and

Term and Year 1/2019 Time allowed

Assessment No 2 Assessment Weighting

Assessment Case Studies

Due Date 12/02/2019 Extension (if approved)

Term and Year Time allowed

Assessment No Re-assessment Fee Paid?

Due Date No Extension

Student Details and Declaration

Student Name Morelli Patrick

Student ID 201861750 Trainer/Assessor’s Ziggy Sikora

Assessment Outcome - To be completed by the Assessor

Assessor’s Name Ziggy Sikora

Results Satisfactory Not Satisfactory Marks:

Re-assessment eligibility Due Date:

This assessment First Attempt 2nd Attempt Late Penalty__________

Date: ____/_____/_____ Signature: ____________________________

FEEDBACK TO STUDENT (FOR REASSESSMENTONLY)

VERSION DATE COMMENTS

1.0 30th November 2018 ▪ Original

ASSESSOR PRE-ASSESSMENT CHECKLIST

This checklist is to be completed prior to commencing the assessment.

Is the learner ready for assessment? ☐Yes ☐ No

PURPOSE OF THE ASSESSMENT TASK

Assessment Tool Case Studies

Completed responses, and supporting evidence, for ☐ ☐

Plan and organise workflow for a team operation or

a) Delays and time difficulties

Complete each of the following organisational

Overall Assessment Task Performance Satisfactory Not Satisfactory

Assessment Task: Case Studies ☐ ☐

Resources required for this Assessment

▪ Resources and documentation used in the workplace

a) Document HR manual template

▪ SWOT PESTEL Analysis Notes

Instructions for the assessments

▪ Attendance must be recorded in the Attendance Spreadsheet

▪ Presented responses in report format suitable for presentation at a management meeting.

MONITOR WORK OPERATIONS

1. National Park Fess

2. On two (2) trips the air conditioning of the vehicle failed.

Present your responses in report format suitable for presentation at a management

Green Tour Excursions

After examination of many complains received from customers and employees of

• Monitor work hours of tour drivers:

• Food and drinks hygiene standards:

• Providing functional, clean tour vehicles

• Reduction of the impact on the day to day operations

1. What appears to be the nature of complaint here?

3. Write a standard operating procedure that can be used to investigate a complaint,

ABC Hotel - Workplace Harassment Policy

4. Which legal responsibilities do have in your capacity as a manger in this instance?

You are the manager at the ‘Ocean View Hotel’.

1. Provide a systematic approach for areas you will investigate

1. Provide suggestions for a system that can be effectively developed and

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Date: __/_/_ Signature: __________________________