HD 1.2 SITXMGT002 SITXHRM002 AssTool V6may17 1

Assessment Tool
Qualification: SIT50416 Diploma Hospitality Management

Cluster number and name: HD – 1.2 Establish business relationships and roster staff
Units of competency: SITXMGT002 Establish and conduct business relationships
SITXHRM002 Roster staff
Student’s ID:
Assessor’s name:
ASSESSMENT INSTRUCTIONS
Overview
Prior to commencing the assessments your assessor will explain each task and the terms and submission of your task. Please consult your
assessor if you are unsure of any questions. It is important that you understand adhere to the terms and conditions and address each task.
If any task I not fully address than your assessment task will not be marked. The assessor will support you throughout this process.
Written work
The assessment tasks are used to measure your understanding and underpinning skills and knowledge of this unit of competency. When
answering please ensure you address each criteria and sub point, demonstrate your research of each of the questions and cover the topic
in a logical and structured manner.
Active participation
It is a condition of enrolment that you actively participate in your studies. Active participation is completing all tasks on time. If you do not
participate you will be required to report to Student Services Coordinator.
Plagiarism
Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them as your own. Plagiarism is a serious
act and may result in a student’s exclusion from a course. When you have any doubts about including the work of other authors in your
assessment, please consult your trainer/assessor. The following list outlines some of the activities for which a student can be accused of
plagiarism:
 Presenting any work by another individual as one's own unintentionally
 Handing in assessments markedly similar to or copied from another student
 Presenting the work of another individual or group as their own work
 Handing in assessments without the adequate acknowledgement of sources used, including assessments taken totally or in part from
the Internet
If it is identified that you have plagiarised within your assessment task, then we will organise a meeting to discuss this with you.
Copyright
You must be careful when copying the work of others. The owner of the material may take legal action against you if the owner's copyright
has been infringed. You are allowed to do a certain amount of copying for research or study purposes. Generally, 10% or one chapter of a
book is acceptable, where the participant is studying with, or employed by, an educational institution.
Competency Outcomes
Each activity in this assessment tasks will be marked as either Satisfactory or Not Satisfactory.
If your work is marked as Not Satisfactory you will be provided with feedback from your assessor and then given time to complete the task.
Your assessor will provide you with a timeline in which you will be required to submit your task. Resubmission timeline will be determined
by the assessor and based on the extent of the re-submission.
SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

Page 1 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
When you have completed all tasks in this document you will be granted an overall competency outcome, which will be either Competent
or Not Yet Competent.
If your work is marked as Not Yet Competent you will be asked to resubmit the assessment tasks as indicated by your assessor. You will not
be able to gain competency if any of your tasks are not fully completed.
Assessment Appeals Process

If you are dissatisfied with the outcome of one of the assessment tasks or the final outcome of the assessment task because you feel that
the result is unfair or incorrect, you may request to have the task/s or overall assessment task reviewed. If you are still dissatisfied with
the outcome, you may lodge a formal assessment appeal. Refer to SBTA’s Complaints/Appeals Policy and Procedure.
Application of the unite – SITXMGT002 – Establish and conduct business relationships

This unit describes the performance outcomes, skills and knowledge required to establish and manage positive business relationships. It
requires the ability to use high-level communication and relationship building skills to conduct formal negotiations and make commercially
significant business-to-business agreements.
The unit applies to all industry sectors, and to individuals who take responsibility for making decisions about purchasing or marketing
activities. They also oversee the maintenance of contracts or agreements. This could include senior operational personnel, sales and
marketing personnel, managers or owner-operators of small businesses. Agreements may relate to corporate accounts, service contracts,
agency agreements, venue contracts, rate negotiations, preferred product agreements, supply agreements and marketing agreements
Application of the unit – SITXHRM002 - Roster staff

This unit describes the performance outcomes, skills and knowledge required to analyse internal and external business environments, and
develop and evaluate marketing strategies and plans for products and services. The unit applies to all industry sectors, and to individuals in
senior marketing or management roles. This may include those whose primary role is marketing related, or those for whom marketing is a
part of a broader job responsibility.
Marketing strategies could be developed for a new or existing product or service, a small or medium-sized business organisation, a
destination or a specific project, such as an event.
Assessment matrix
The tables below demonstrate how all assessment tasks in this assessment pack
contribute to the outcomes of your learning and assessment activities.
ELEMENTS SITXMGT002 PERFORMANCE ASSESSMENT
CRITERIA TASKS
1. Build business relationships 1.1-1.3 Task 1,2,3,4
2. Conduct negotiations 2.1-2.3 Task 1,2,4
3. Make formal business agreements 3.1-3.3 Task 1,4
4. Foster and maintain business relationships 4.1-4.5 Task 1,2,3,4
Performance Evidence Establish and maintain business relationships Task ,4
Knowledge Evidence Commercial context for business relationships in the relevant industry sector Task 1,2,3,4
Foundation Skills Reading, writing, oral communicational numeracy, problem solving, initiative Task 1,2,3,4
and enterprise

Page 2 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
Dimensions of Competency Task skills, task management skills, communication management skills, analysis Task 1,2,3,4
& problem solving skills
ELEMENTS SITXHRM002 PERFORMANCE ASSESSMENT
CRITERIA TASKS
1. Develop staff rosters 1.1-1.7 Task 1,2 3
2. Present and communicate rosters 2.1-2.2 Task 1,2 3
3. Maintain rostering records 3.1-3.2 Task 1,2 3
4. Evaluate rosters 4.1-4.2 Task 1,2 3
Performance Evidence Prepare staff rosters that meet diverse operational requirements across three Task 2 3
(3) different roster periods
Knowledge Evidence Information on awards and industrial relations provisions, organisational policies Task 1,2 3
and procedure
Foundation Skills Reading, Writing, oral communication, numeracy, problem solving, teamwork Task 1,2 3
and technology
Dimensions of Competency Task skills, task management skills, communication management skills, analysis Task 1,2 3
& problem solving skills

Page 3 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
Assessment task 1: In class research activity

Instructions to students
This assessment task will enable your ability to research and your knowledge of:
 How to roster staff; and
 Establish and conduct business relationships
To complete this assessment task, you can research your answers using learner guides provided or the Internet but your
answers must be in your own words.
At the end of this assessment your assessor will give you feedback. Your assessor will also check all your answers. If your
answers have been copied from other students from your current or other classes, you will be required to resubmit this task
again.
Please clarify any questions which you do not understand fully with your trainer and assessor prior to you completing each
question to ensure you are answering your questions correctly.
Please note that this task is to be typed up when you are submitting the task for marking unless specified otherwise.
Questions:
Read all the questions below in class with your colleagues and your trainer and assessor, and provide answers to each question
below.
Answer guide: This assessment task is to be typed with 2-5 paragraphs minimum per question unless indicated otherwise i.e.
list or select.
1.1. Research the Hospitality Industry’s (General) Award 2010

https://www.fwc.gov.au/documents/documents/modern_awards/award/ma000009/default.htm
and refer to the sections on each of the below and briefly explain the key points of each:
a) “Ordinary Hours of Work” and explain what the ordinary hours of work would be for a full-time employee
and how is it to be worked.
b) Leave provisions
c) Mandated breaks between shifts
d) Standard, overtime and penalty rates
a) The average of 38 hours per week is to be worked in one of the following ways:
- a 19 day month, of eight hours per day;

- four days of eight hours and one day of six hours;
- four days of nine and a half hours per day;
- five days of seven hours and 36 minutes per day;

Page 4 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
- 152 hours each four week period with a minimum of eight days off each four week period;
- 160 hours each four week period with a minimum of eight days off each four week period plus a
rostered day off;
- any combination of the above
b) Annual leave, Personal/carer’s leave and compassionate leave, Community service leave, Public
holidays
c) An employee (including a casual employee) who is required to work a shift of more than five
hours and up to six hours may elect to take an unpaid meal break of up to 30 minutes during
the shift and the employer shall not unreasonably refuse the request.
d) An employee performing work on the following days will be paid the following percentage of the
minimum wage rate in clause 20—Minimum wages for the relevant classification:
Full-time and part-time Casual employees (inclusive of 25%

employees loading)
% %
Monday to Friday 100 125
Saturday 125 150
Sunday 170 175

1 July 2017 – 30 June
2018
1 July 2018 – 30 June 160 175

2019
From 1 July 2019 150 175
Public holiday 225 250
1.2. As a supervisor, responsible for a team in an international hotel, explain why you must monitor day to day efficiency
and service levels to minimise wage costs, and support your organisation goals and objectives.
We should reduce expenses money for wages, so if we are peak time, we should hire more staffs, but we are not peak time we have to manage
service levels.
As supervisor, in order to achieve our organisation’s goals in a much more efficient way, I should monitor day to day efficiency strictly, in order
to minimise wage costs. This will assist my organisation’s and objectives.

Page 5 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
1.3. What types of cultural and social factors and broader organisational polices should you consider when developing a
staff roster?
When developing a staff roster, Cultural

considerations may relate to:
 types of work to be undertaken by individuals
 dates of cultural or religious festivals
 family considerations
 mixing of people from different cultures.
1.4. Describe the role of a manager in the hospitality industry and what are the principles of effective delegation?
Manager has responsibility in the hospitality industry
1. Hire qualified personnel according to standards
2. Organize and coordinate operations to ensure maximum efficiency
3. Supervise and evaluate staff
4. Handle customer complaints when necessary
5. Ensure all records are kept properly and consistently
6. Review and prepare reports for senior management
The principles of effective delegations are:

1. The work must be suitable and achievable
2. Provide encouragement support and training to staffs
3. Inform other staff of the delegation before started working
4. Review progress at agreed times
5. Must be available for questions and advice
1.5. Why must industrial agreements and wage budgets be taken into consideration when developing a staff roster?
We have to follow the legal employment requirements as per industrial agreements.
Obviously wage budges are a major factor in employment policy. And must be followed accordingly.
1.6. When preparing rosters, explain how you can maximize operational and customer service efficiency without
exceeding wage budgets.
We should consider
1. Know the law
2. Get to know your team
3. Set yourself up to be disaster-proof
4. Keeping in mind wage budgets
1.7. Explain the benefits of having a multi skilled workforce

Page 6 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
Having a multi skilled workforce means if someone is unable to work for any reason, work will not be affected as
there will be multi skilled staff available to do the job.
1.8. Describe the types of equipment that can be used to prepare and communicate rosters.
1. Face to face team meeting at the beginning of each week
2. E-mail
3. Phone
4. Memo
5. Notice board
1.9. Refer to the travel and tourism industry and explain the importance of establishing effective business
relationships in the commercial environment with your suppliers and customers
A good relationships in the commercial environment with your suppliers and customers can be improved Quality,
Timeliness, Competitiveness and Finance.
1.10. Research and briefly describe two (2) distribution and marketing networks and two (2) professional networks that
exist within the tourism sector.
1.11. List four (4) opportunities to maintain regular contact with customers and suppliers
1. Listen to your customers and suppliers

2. Be genuine to your customers and suppliers
z
3. Put emphasis on customer and suppliers success
4. Keep in touch
1.12. Negotiation is an essential component to establishing effective business relationships. Research and explain each of
the following:
 The principles of negotiation
 Stages in the negotiation process
 Negotiation techniques that can be used
The principles of negotiation is a method by which people settle differences. It is a process by which

Page 7 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
compromise or agreement is reached while avoiding argument and dispute.
The stages in the negotiation process is
1. Preparation and Planning.

2. Definition of Ground Rules.
3. Clarification and Justification.
4. Bargaining and Problem Solving.
5. Closure and Implementation.
Negotiation techniques that can be used
1. Take good care of your posture as well as your body movements

2. Be very focused
3. Never keep things to yourself and crib later
4. Be a patient listener
5. Be realistic
6. Don’t be in a hurry to close the deal
1.13. Research and explain the nature and key inclusions of two (2) agreements/contracts commonly used within the
tourism sector.
1.14. Research each of the following components of contract law and explain the key points of each.
 Terms and obligations of contract
 Methods of contractual agreement
 Exclusion clauses
 Dispute resolution clauses
 Termination of contracts

Page 8 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
Assessment task 2: Case Studies discussion activity

Instructions to students
Your assessor will divide your class into groups. Work together using the information in the case studies to plan and organise
workflow and develop rosters.
As you complete this activity in class you will be observed by your assessor who will complete an observation checklist.
2.1. Case Study
You are working as a food and beverage supervisor at an international hotel.

You have just booked a function for approximately 100 people for dinner in one of your function rooms. This
booking is on top of your normal day to day booking for dinner by regular guests.
Your day to day bookings is for 10 tables with approximately 5 guests per table for a total of 50 guests. You have 5
staff currently looking on shift looking after 2 tables each.
You now have 100 more guests for a function on the same night in the function room. Clients have requested to set
tables for 10 people on each setting
a. Assess the current workload and outline the additional staffing requirements to cover the function.
At first, we are not enough staffs for function. Usually 5staff care for 50 customers, so we need hire 10 more staffs.
b. Develop a schedule that considers normal workflow as well as the additional function that will maximise
efficiency and delegate responsibilities. Ensure you indicate how many staff you allocated to which function.
Remember industrial awards or agreements when scheduling. Briefly explain the reasoning behind your
schedule.
Function: Dinner for regular guests

Name of staff Table number Allocated guests Total guests
Mike Function table 1~2 10 10
Tommy Function table 3~4

Page 9 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
c. With having many guests, it is important to assess workflow to ensure agreed objectives and timelines are met.
Explain how you could assess workflow to ensure objective are being met?
Before the event, to assess workflow we can have a team meeting to discuss this function. Also I will get feedback from customers and staff after
the event to assess how workflow was successfully addressed or not.
d. It is important to be supportive to ensure colleagues and staff are performing to capacity. Explain the how you
would coach and mentor your staff and be supportive.
Based on feedback from the event, individual coaching meetings could be arranged to discuss any performance issues and any support/training
required.
2.2. Case study
Company Name: Clarkson’s Hotel

Overview: Clarkson’s Hotel is a popular 100 room hotel located in Sydney’s CBD.
Location: Sydney CBD
Opening and Front of house staff are rostered: 7am – 5pm

closing hours
Front Office $4,200 per week (Management would like this to be a low as possible)
Staffing Budget:
Room Bookings for Sun Mon Tues Wed Thurs Fri Sat

Page 10 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
week of 3rd March 4 reception staff 2 reception 4 reception 2 reception 3 reception 4 reception staff 4 reception staff
2014 1 door person staff staff staff staff 1 door person 1 door person
1 door person 1 door person 1 door person 1 door
person
Room Bookings for Sun Mon Tues Wed Thurs Fri Sat
week of 10th March
2017 4 reception staff 3 reception 3 reception 3 reception 1 reception 4 reception staff 4 reception staff
1 door person staff staff staff staff 1 door person 1 door person
1 door person 1 door person 1 door person 1 door
person
Staff Details Name Role Classification Requirements
Harry Front Office Fulltime - Supervisor Grade 5 Unavailable Wednesdays
Jenny Front Office Fulltime – Grade 2 Unavailable Saturday
Peter Front Office Fulltime - Grade 2
Susan Front Office Fulltime – Grade 2
Mark Front Office Casual - Grade 5 Unavailable Tuesdays or Thursday
Bill Door Person Casual - Grade 2
David Door Person Casual - Grade 2
Jo Door Person Casual - Grade 2 Unavailable Tuesdays or Thursday

Rostering Procedure  Staff will be consulted prior to roster development
 Weekly rosters will be emailed to staff two weeks prior
 Time sheets completed by staff must be compared to the roster and signed by their manager to verify their accuracy prior to
forwarding to the finance department
 Copies of all past rosters will be stored electronically on the server by the relevant manger under their department’s folder.

Page 11 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
a. Review the organisational information in the case study and research the relevant award. Develop three (3) weekly
rosters. The roster must be typed up and printed, with your name on each sheet and attached to your assessment.
The rosters must demonstrate:

 The relevant award/s information regarding shift breaks, hours and other relevant information
 Refer to the relevant award to determine hourly rates for each staff member and include the budget for each
week’s roster in line with the front office staff budget
 The social and cultural considerations of the staff
 How to maximise operational and customer service efficiency
 The broader organisational requirements
 How to provide an effective mix of staff skills?
b. Regarding job roles within the hospitality sector, for example at Clarkson’s Hotel, document two (2) opportunities for
duties to be combined to ensure effective use of staff.
If reception staff is not busy, They can help door section.

Also, if any front office staff have capacity they can assist guests to their rooms when checking in.
c. Discuss the roster with three (3) of your group who will act as staff members, to gain their input about the roster. Ensure
that you record the outcomes of your consultation in the planning sheet below:
d.
Staff Consultation
Social and Cultural Concerns Actions Required
Requirements
Staff member 1
Staff member 2
Staff member 3
One (1) of the staff members, Jenny, has informed you that she is unwell and now will be unable to work on Saturday 8th.
You are required to re-word the roster to allow for this change. Attach an updated version of the roster to your completed
assessment.

Page 12 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
e. How will you communicate these rosters to the relevant staff?
Update work shift document and make that available to all staff.
f. Organisations will have specific standards in the relation to the presentation of rosters. Why is it important to consider the
format when developing a roster?
It is important to consider the format of relevant rosters, as this is important to the organisation’s process and
structure.
g. What are the key functions and capabilities of rostering software?
To help organisation of staff rostering and structure staff schedules
h. Show the rosters that you developed to your Manager (assessor) gain their feedback on the readability and clarity of the
documents. Record feedback that they provide and make any changes as required to the documents. If you make any
changes to the rosters, please attach both the original versions and the updated versions as evidence with your completed
assessment.
i. Draft an email that you could use to when distributing the rosters to the staff members. You may draft the email in your
usual email software or type up on a word document. You need to print and attach.
j. It is important to keep and maintain accurate employee and contractor files as well as records of staff and contractor
shifts and hours worked. What workplace records do you need to keep in staff files and why is proper administration of
records important?
It is important to keep employee and contractor files along with shifts and hours worked, as this will assist in current and future staffing needs.
k. Refer to the case study and explain how you, as the manager, would administer the records of shift time completed by the
staff members and contractors and explain how you would maintain the rosters and time sheets in accordance with the
organisations procedures.
As manager, following organisations procedures. I would administer the records of staff members in order to maintain staff coordination and
productivity. This will impact future successful scheduling maintenance.

Page 13 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
ASSESSORS CHECKLIST
Did the student demonstrate the following? Satisfactory / Not
Yet Satisfactory
Demonstrated oral communication skills with others in the group  Yes  No
Read and understood Case Study questions and discussed and answered as instructed  Yes  No
Developed a 3 weeks of rosters and budgeted with an acceptable variance ideally lower  Yes  No
Developed potentially complex roster documentation requiring numeracy skills to plan activities using  Yes  No
dates, times and staff ratios
Team work skills to collaborate with the group to problem solve, being respectful of other ideas and  Yes  No
suggestions and to consider staff requests and personal commitments when planning.
Received feedback on the rosters and made changes where required  Yes  No
Details of feedback and changes made by student
Assessor Feedback:

Page 14 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
Assessor Signature: ____________________________ Date: ____/_____/_____
Assessment task 3: Build relationships and conduct negotiations
Instructions to the students

As part of this assessment task you will be required to read and interpret policies and procedures to assist you to resolve a
customer complaint. You will need to access the following website to assist with your answers
https://www.absoluterewards.com.au/qld-ar/benefits-chart/Pages/default.aspx
You will also be required to conduct a role-play to demonstrate your ability to problem solve issues and to come up with
solutions for your customers.
below.
Answer guide: This assessment task is to be typed with 1-3 paragraph minimum per question unless indicated otherwise i.e.
list or select.
3.1 Case Study
You are working at the front desk of Jupiter’s Hotel and Casino on the Gold Coast as a guest relation’s officer when you receive a
phone call from Mrs. Smith. She is calling to confirm her booking for 7 days next week and their pickup from the airport.
Upon checking the computer, you confirm that you have a booking for a twin share room for Mrs. Smith checking in at 2pm on Friday
but there is no transfer arranged.
Mrs. Smith, sounding quite upset tells you that she booked a double room and requested a king size bed and that she also requested an
early check in as herself and Mr. Smith will be arriving on a 6.15am flight at the Gold Coast airport, Friday morning and that they
wanted the Jupiter’s courtesy bus to pick them up and bring them straight to the Hotel.
Her daughter is getting married on Friday at 4pm on the beach and the reception is being held at the Casino. The bridal party and some
guests will also be staying there.
As you check your system you are concerned as there is a large medical conference this week also, you can see from your system that

Page 15 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
you don’t have any double rooms available.

There are some suites available but they are triple the price of a double and you are not sure if Mrs. Smith will be able to afford this,
especially as she has booked for the entire week.
You can also see that Mrs. Smith has booked with your motel on several occasions and she is a black member of the Absolute Rewards
program. She doesn’t appear to have used many of her benefits, as you can see she has 2 of her 4 complimentary nights still available
and she also has over 14590 points which may entitle her to some additional benefits.
You will need to check the rewards benefit chart to see if Mrs. Smith may be entitled to exclusive benefits that may assist you in
solving her problem.
a. What questions will you need to ask Mrs Smith to confirm her booking, and attempt to solve her complaint
I should ask when she have booked our hotel, which day, time want stay our hotel. Also I need to explain that she can sue membership
point and benefits.
b. what impact this may have on Mrs Smith if you are unable to resolve her
complaint.
If I am unable to resolve her complaint, she will complain my manager. And she is black member, we will lost good customer. Also
she can complain on the web or social media. It will be critical damage on my company.
c. what communications techniques you would use to assist with the management
of the complaint
I have to apologize customer. And I need to listen customer saying. So I should check what can we do for this problem.
d. how you would handle the situation with sensitivity, courtesy and discretion
At first I will apologize customer. Listen and respect customer’s complaint. Also I should try to solve this issue
e. Explain how you will take responsibility to find a solution to the complaint
I should find why this problem happened. If I have any changed information, I must tell to customer.
Also I need to research what can suggest for solution.
And I should organize this complaint and must make document for reporting.
f. how you would provide internal feedback to avoid future occurrences and how
would you reflect on and evaluate this complaint to enhance responses to future
issues
I must report this issue after then we have team meeting about this issue.
We need to find out why this problem happened. If our booking on-line system has problem, we need to research this solution and
change or update system. Also when we have booking, we need to double check. And we make system that send e-mail to customer
when we get booking.
g. Explain how you will communicate the results of the negotiations with Mrs. Smith to colleagues and other
stakeholders?

Page 16 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
Organise a meeting to make a report document to assess what went wrong. And discuss appropriate steps to correct in future.
Assessment task 4: Conduct negotiations and make formal business

agreements in class group activity and role play
Instructions to the students

This task will allow you to demonstrate your ability to conduct negotiations and make formal business agreements.
You are required to read the following case studies, answer the questions that follow and participate in a role-play.

Page 17 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
below.
Answer guide: This assessment task is to be typed with 1-3 paragraph minimum per question unless indicated otherwise i.e.
list or select.
4.1. Case Study
The hotel where you are employed as the Food and Beverage Manager will be holding a function for approximately 100
customers on the last Friday of each month for the next 7 months. The client hosts many Japanese business people and has
advised they will want fresh seafood and Sushi available at each event. The hotel manager is not happy with the current
supplier of seafood and does not have a Sushi supplier,
You have been asked to investigate different suppliers and meet with one of the suppliers to negotiate pricing for the seafood
and sushi that will be used by the restaurant to cater for this ongoing event.
It is your responsibility to ensure that the hotel receives the best deal possible and maintains a good relationship with the
supplier on an ongoing basis.
a. How will you conduct the negotiations in a professional manner in the relevant cultural context?
b. How will you ensure that the negotiation is carried out in a manner that reflects the orga nisations goals?
c. Explain what negotiation techniques you will utilise to maximise the benefits for both parties in the context of
establishing a long-term relationship.
d. Explain who you may seek feedback and input from to assist in the negotiation process.

Page 18 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
e. Explain who you would communicate the results of the negotiation to and how you would ensure this is done in a
timely manner.
4.2. Case Study / Role Play
You have researched Sushi suppliers in Sydney and have decided upon Yoshino Fresh Sushi
http://www.yoshino.com.au/wholesale.html. You have decided that the Sushi platter roll “large” would suite your
purpose and you estimate four (4) trays.
You have arranged a meeting with them to negotiate the wholesale price as your Sushi budget each month for this event is
$150.00.
will be offering them a monthly order for the next 7 months and would like to get the best price possible, you may even
be ordering more depending on the success of the platter at the first function next Friday.
a. Using the Yoshino Fresh Sushi wholesale prices. You are required to plan and meet with the Sushi supplier to
negotiate the prices, delivery timelines, quality and quantity of the Sushi you will require for the function each
month.
You will pair up with another person from your class and role – play the above case study meeting that will
allow you to demonstrate your negotiation skills, communication skills and your ability to engage with the
supplier to build a positive relationship. You must also demonstrate problem-solving skills by responding
appropriately to challenges which may arise in the negotiation process.
Your role-play will be approximately 10-15 minutes and each person must play the role of the food and beverage
manager.
ASSESSORS CHECKLIST
Did the student demonstrate the following? Satisfactory / Not
Yet Satisfactory
Ability to use effective oral communication skills to negotiate the Sushi price within the budget.  Yes  No
 Yes  No
Ability to use problem-solving skills to respond to any challenges during the negotiation process

Page 19 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
such as the supplier challenging the price offered.

 Yes  No
Ability to conduct negotiations in a professional manner and demonstrated ability to maximize
benefits for the supplier and the organisation using negotiation techniques
Assessor Feedback:
4.3. After your meeting, you are now required to prepare a memo to your manager outlining the outcome of your meeting
and negotiations with the supplier. Your memo must include all the information discussed in your meeting with the
supplier such as products, prices and delivery timelines. Your memo must be at least 250 words and properly
structured.
Ensure the memo has the following structure:

MEMORANDUM
To:
From:
Date:
Subject:
Content

Page 20 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
……………………………………………………….
Signature
Name of the Food & Beverage Manger
Position
4.4. Develop a contract between your organisation and Yoshino based on the negotiations you conducted. When
preparing the contract ensure you seek advice from specialists as required, your assessor will act as the “specialist
advisor”. You can research the Internet for sample templates. Your contract must be properly structured and include
the following where applicable.
 The Parties
 The Engagement, and whether it is exclusive or non-exclusive
 Prices and Payment
 Retention of Title (optional), i.e. whether the Supplier retains ownership of the Goods after delivery until the
Goods are paid for
 Quality of Contract Goods, i.e. mandatory warranties as to fitness for purpose and compliance with relevant
safety standards, Codes and legislation
 Performance Indicators
 Ordering, Delivery and Packaging
 Breach by Supplier, time to remedy the breach, termination of supply
 Breach by Customer, time to remedy the breach, termination of supply
 Warranty, Supplier to repair and fix
 Termination, with optional compensation clause
 Additional Clauses (if any, in the Schedule) to override provisions in the Agreement
 Statutory Warranties
 Guarantee in favour of the Supplier (optional) and Schedule (to include 21termination of Goods, Prices per unit,
method & terms of Payment, Price Variations (if any), Delivery details, Additional Clauses (if any).
4.5. Once you have completed the contract, make an appointment with your manager and obtain
approval from your manager (your assessor). In a brief 250-word report outline to your manager
how you will continue to foster and maintain the relationship between Yoshino and your hotel.

Page 21 of 23
Assessment Tool
Student’s ID:
Assessor’s name:
Include in your report how you will:

 How you will seek, review and act upon information regarding the Sushi being supplied
 Honour your agreement with Yoshino
 The key performance indicators you expect from Yoshino throughout the term of the contract
 Any reason you may have to adjust the agreement and how you will share this information
 How you will continue to nurture the relationship with Yoshino?
Overall cluster feedback

Assessors Observation Checklist Satisfactory
The student demonstrated the ability to:
Reading skills to interpret a wide range of information, workplace documents such as policies and
procedure.
 Yes  No
Writing skills to develop roster and other workplace documentation and contracts  Yes  No
Numeracy skills to plan activities involving dates, times and staff ratios and cost of products and service  Yes  No
Technology skills to use software packages  Yes  No
Problem solving skills to re-work rosters in cases of staff illness and to negotiate and source solutions  Yes  No
Initiative and enterprise to proactively seek opportunities to build business relationships with both internal
and external customers and suppliers.
 Yes  No
Planning and organisational skills to regularly monitor customer service systems and processes,  Yes  No
technology skills to use system capabilities and functions of software programs.  Yes  No
Assessment Task 1 – completed and satisfactory  Yes  No

Assessor Feedback:
Assessment Task 1
Assessment Task 2
Assessment Task 3
Assessment Task 4
Assessor signature: Date: Supervisor initials

& name only if relevant:

Page 22 of 23
Assessment Tool
Student’s ID:
Assessor’s name:

Page 23 of 23

HD 1.2 SITXMGT002 SITXHRM002 AssTool V6may17 1

Uploaded by

Document Information

Original Title

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

HD 1.2 SITXMGT002 SITXHRM002 AssTool V6may17 1

Uploaded by

Copyright:

Available Formats

Assessment Tool

Qualification: SIT50416 Diploma Hospitality Management

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

Assessment Appeals Process

Application of the unite – SITXMGT002 – Establish and conduct business relationships

Application of the unit – SITXHRM002 - Roster staff

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

Assessment task 1: In class research activity

1.1. Research the Hospitality Industry’s (General) Award 2010

- a 19 day month, of eight hours per day;

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

Full-time and part-time Casual employees (inclusive of 25%

Monday to Friday 100 125

Saturday 125 150

Sunday 170 175

1 July 2018 – 30 June 160 175

From 1 July 2019 150 175

Public holiday 225 250

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

When developing a staff roster, Cultural

The principles of effective delegations are:

We have to follow the legal employment requirements as per industrial agreements.

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

1. Listen to your customers and suppliers

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

compromise or agreement is reached while avoiding argument and dispute.

The stages in the negotiation process is

1. Preparation and Planning.

1. Take good care of your posture as well as your body movements

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

Assessment task 2: Case Studies discussion activity

2.1. Case Study

You are working as a food and beverage supervisor at an international hotel.

Function: Dinner for regular guests

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

2.2. Case study

Company Name: Clarkson’s Hotel

Location: Sydney CBD

Opening and Front of house staff are rostered: 7am – 5pm

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

Staff Details Name Role Classification Requirements

Harry Front Office Fulltime - Supervisor Grade 5 Unavailable Wednesdays

Jenny Front Office Fulltime – Grade 2 Unavailable Saturday

Peter Front Office Fulltime - Grade 2

Susan Front Office Fulltime – Grade 2

Mark Front Office Casual - Grade 5 Unavailable Tuesdays or Thursday

Bill Door Person Casual - Grade 2

David Door Person Casual - Grade 2

Jo Door Person Casual - Grade 2 Unavailable Tuesdays or Thursday

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

The rosters must demonstrate:

If reception staff is not busy, They can help door section.

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

e. How will you communicate these rosters to the relevant staff?

To help organisation of staff rostering and structure staff schedules

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

Details of feedback and changes made by student

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

Assessor Signature: ____________________________ Date: ____/_____/_____

Assessment task 3: Build relationships and conduct negotiations

Instructions to the students

SITXMGT002_SITXHRM002 Assessment Tool Version 1 Issued 6/05/2017

Assessor Signature: __________________________ Date: /_/___