ASSESSMENT COVER SHEET

STUDENT DETAILS / DECLARATION:

Course Name: BSB40215 Certificate IV in Business

Unit / Subject Name: BSBWRT401 Write complex documents

Trainer’s Name: Mohammad Rezaur Rahman Assessment No: WRT401#2020.11

Task-1

 I fully understand the context and purpose of this assessment.

 I am fully aware of the competency standard/criteria against which I will be assessed.
I declare that:  I have been given fair notice of the date, time and venue for the assessment.
 I am aware of the resources I need and how the assessment will be conducted.
 I have had the appeals process and confidentiality explained to me.
 I agree that I am ready to be assessed and that all written work is my own.
Student Name: Pattarakhun Boonlert Student ID: 208846

Student’s Signature: Pattarakhun Boonlert Submission Date: 16 / 11 /2020

ASSESSOR USE ONLY: (ACADEMIC DEPARTMENT)

Result: o First submission: o Satisfactory o Not Satisfactory

o Re-submission: (Attempt ___ ) o Satisfactory o Not Satisfactory

Assessor’s Feedback:

Trainer/Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible
assessment with this student, and I have provided appropriate feedback.
Date:
/ /
Assessor Signature:

ASSESSMENT SUBMISSION RECEIPT: (CAN BE COMPLETED BY ANY DEPARTMENT.)

It is student’s responsibility to keep the assessment submission receipt as a proof of submission of assessment tasks.
Student Name: Pattarakhun Boonlert Student ID: 208846

WRT401#2020.11
Unit / Subject Code: BSBWRT401 Write complex documents Assessment No:
Task-1

Staff Name: Signature:

Department: Date: / /

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Assessment Task 1: Portfolio: Plan Report
Plan document
PAMS Analyse
Purpose

The purpose of this plan document to convey the research finding on Moortown Sport and leisure
centre and brainstorm all document to do the report on

• operational structure
• marketing and communication
• the recommendation to manage on business
for Moortown sport and leisure centre

Audience

The target audience is all stakeholder and relevant person who work on Moortown Sport and
Leisure centre.

The language will use the formal language which need to clear on every detail this is because this
report will be effect on improvement on the business operation in the future

Message

The message is the information it wants to convey to the audience. Information should be
organised and coherent.

The message needs to be clear easy to read and understand because it has been clearly laid out and
the message is delivered, there is more chance that the desired action will be taken. Therefore, your
task in designing and developing a document is to convey the communication to the reader as
effectively as possible so that actions are taken

Style

It needs to have form of report with using the complex gramma and it need to easy to understand It
the report we would use the chart to explain the organize structure We also use the report form
which using

• Times News Roman type (14 for heading, 12 for body)

• Bullet point
• Graph

Brainstorm Activities
All of the detail from the survey, it needs to brainstorm to put in the topic in the report. All I have to do is
to

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Writing the topic which are used in the report such as company structure. (then finding the information
which get from the survey.

Then set all detail in each topic

Next is to evaluate which survey need to put in each topic, each feedback needs to put in graph

Mind mapping
from the table below I would set the mind mapping in the group like the following diagram

Utilisation of the
centre

Recommendation
Operational
strucuter Restructure of
space

Mind
maping
Communication
Marketing • stafff manamgnet
• booking procedure

Retail

I would group idea to put in the table as the example

Title Recommendation

● centre cannot fit any new clubs Restructure of space

● peak times are 12–2 pm, 4–8 pm Mon–Fri; 8 am–2 pm Sat Utilisation of the
centre
● 2% of Moortown residents use centre

● cafe is staffed by casuals, limited to opening times and service Retail

● opening hours 6 am–10pm
● outside peak times, centre operates at 22% capacity
● there is a drinks fridge at reception
● sports clothing, health supplements, massage oils, etc., are also
sold at reception = big demand causing space and crowding
problems

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● six rooms for therapy treatments = hired 35%, available only at Therapies
peak times
● rooms are hired on casual basis and centre receives 15% of all
monies
● no contracts, no leases
● cash is paid weekly

● 65% of community are unaware of any programs, 30% are Marketing

aware of two or fewer programs, 5% are aware of more than two
programs
● ads in local newspaper, flyers, etc.
● sometimes there is an advertising segment on 3MU community
radio
● mostly new clients are attracted by word-of-mouth, find out
about programs through notice board, reception desk or from
instructors

● seven clubs have long-standing agreements – verbal and use Operational

80% of time and space Structure
● pool and basketball court are most popular Sport Clubs
● 13 clubs use the centre:

• Moortown Basketball Club

• Moortown Soccer Club
• Moortown Athletics
• Moortown Handball Club
• Moortown Volleyball (new)
• Lake Moortown Rowers
• Moortown Cricket Club
• Central Cycling
• The Moortown Climbers
• Maulers Basketball Club
• MSLC Squash club
• Moortown Bowlers
• MSLC table tennis team.
● five new clubs want training times

● no booking procedure for BBQ/lawn area; members protest Social groups

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about private bookings because of limited space
● can fit 150 for catering

● five full-time staff Communication

● 27 casuals –Moortown Uni students who do lots of different 3.1 Staff
roles, e.g. bar/café, lifeguard, holiday program leaders, umpire, management
reception, etc.
● no handover procedure, no intranet
● communication is via central message book
● no regular staff meetings
● staffing budget is 21% over

● all bookings – crèche, rooms for hire, courts, etc., are done by Communication
hand in separate record books in the various areas, then put
Booking procedures
together into one book at main desk
● double bookings and missed bookings happen a lot.

Outline
It needs to set the report for the following of

• Introduce: review all the detail of business and survey feedback

• Company structure: it needs to show the structure of the business
• Marketing and communication
• Recommendation and
• Conclusion

Prepare to discuss your planning documents and the planning process

On the discuss process it needs to do the meeting discuss with the manager
About all the outline of the PAMS analyst above
The meeting will be held on 30th May 2020
Avenue is the meeting room
Moortown Sport and leisure centre
Resource use: Power point and hard copy
: Laptop, projector
: Pen, desk, chair

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Meet with the manager of the Moortown Sports and Leisure Centre to discuss your
planning process. In your meeting, carry out the following.

a. Present the documentation you have produced.

Using power point Microsoft for presenting

b. Describe your planning process by answering the following questions.

i. Look at your PAMS analysis. What is the purpose of the writing task and how will
you achieve this?
The purpose of this plan document to convey the research finding on Moortown Sport and
leisure centre and brainstorm all document to do the report on

 operational structure
 marketing and communication
 the recommendation to manage on business for Moortown sport and leisure centre

ii. What is the most appropriate document format for this task and why is it appropriate
to the task?
The appropriate document is the power point Microsoft and the Hard copy because power
point Microsoft can put the important point which may ensure that the CEO manager will
demonstrate on. About the Paper it can put more detail on each point to explain more plan

iii. What means of communication or communication tools (pens, paper, PowerPoint,

Word) will you use and why?
power point Microsoft can put the important point which may ensure that the CEO manager
will demonstrate on.
Paper it can put more detail on each point to explain more plan

iv. Explain how your plan/outline shows an overview of the structure and contents of the
report.
power point Microsoft I would show all structure in the bullet point, the chart (For
organization chart) and the table if it has statistic
Report
It starts with the content tell only the main point of the presentation
Inside report it need to write down follow the content plus the information on each topic
Also has the conclusion and recommendation for the plan

v. What are your main points and main arguments? Explain how your plan/outline
captures these.
 Introduce: review all the detail of business and survey feedback
 Company structure: it needs to show the structure of the business

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  Marketing and communication
 Recommendation and
 Conclusion

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Assessment Task 2: Project
Moortown Sports and Leisure Centre
report
Acknowledgements
I have completed writing this report but of course with the help and support from fantastic
peoples around me.

First and foremost, I wish to express my heartfelt gratitude to our Clients for guidance,
comments, and support. I am very indebted of our clients to patience and invaluable
advices to see things positively.

I would like to thank all community members their belief and generosity in sharing
information and experience.

Operation structure, The Moortown sports and leisure centre club is currently working
under this operational structure. The centres consists of 13 clubs including:
 Moortown Basketball Club
 Moortown Soccer Club
 Moortown Athletics
 Moortown Handball Club
 Moortown Volleyball (new)
 Lake Moortown Rowers
 Moortown Cricket Club
 Central Cycling
 The Moortown Climbers
 Maulers Basketball Club
 MSLC Squash club
 Moortown Bowlers
 MSLC table tennis team
Seven clubs gain popular from clients and use about 80% of time and space. Hence, the
rest will share another 20% of time and space. Basketball is the most popular club
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at the centre. Clients preferred to use pool and basketball court. Due to many
existing clubs, there for the centres cannot accommodate any new clubs. In addition, fives
clubs requests for training.

Executive summary
This report is written on bases of survey of Moortown sports and leisure centre to
analyse, generate ideas, research and plan to improve the centre. According to this
report the sport centre is most popular area of the centre and there are total 13
clubs which are dealing with sports. Moortown club is most popular for his pool and
basketball club but unfortunately only 2% of residence used this centre. Additionally, there
has poor management and communication which lead to poor performance and lost
customers.

In my recommendation, Moortown sports and leisure centre need to cancel all

contracts and leases which are done in past and make new contracts for all clubs
according to the present condition of this centre. Furthermore, Moortown centre need
to make online computerised data record which really help full to stop double booking
missed booking.

Introduction
This report is written on 20/11/2020 which is based on survey about Moortown
sports and leisure centre with the help of clients, community member’s observation,
interviews with staff and consultation with key stakeholders to analyse, generate ideas,
research and plan to improve our centre and make it better for all. This report is
containing marketing and promotions about sport centre, operational structure of
centre and some recommendations. During writing this report and taking survey from
all possible ways too much new information were find out about Moortown sports and
leisure centre. All the possible and important information are added in this report to make
this centre more better & useful for all peoples.

The opening hours of Moortown sports and leisure centre are 6 AM – 10 PM but the peak
times are Monday to Friday from 12 PM – 2 PM, 8 AM – 2 PM on Saturday. The café is
staffed by casuals & Moortown University students which also do many other roles for
example life guard, holiday program leaders, umpire, reception etc. The reception of
Moortown sports and leisure centre is very busy place of this centre because sports
clothing, health supplements, massage oils are also sold at reception with big demand
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there is a drinks fridge at reception for all students & members. There are five full
time staff currently working on Moortown Centre

Clubs & Program of Centre

Moortown sports and leisure centre is legally have licensed but unfortunately 65% of
community are unaware of any program of centre, 30% are aware of two or fewer
programs, only 5% are aware of more than two programs. Moortown Sports Centre based
on more than 10 clubs and only 2% residents of Moortown use this club. There are 13
Clubs which are using this centre

1 Moortown Basketball Club

2 Moortown Soccer Club
3 Moortown Athletics
4 Moortown Handball Club
5 Moortown Volleyball Club (NEW)
6 Lake Moortown Rowers
7 Moortown Cricket Club
8 Central Cycling
9 The Moortown Climbers
10 Maulers Basketball Club
11 MSCLC Squash Club
12 Moortown Bowlers
13 MSLC Table Tennis Team

Now centre cannot fit for any club new clubs. The most popular court of the centre is Pool
and Basketball.

Operational Structure
The Moortown sports and leisure centre club is currently working under this operational
structure.

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 Administrator

Management

Organiser Security Club Owner's

01 - Administrator:

Admin Department is the head of Moortown Sports & Leisure Centre and responsible for
Transport. General discipline and finance depart. Of centre.

02 – Management:

Management is responsible to manage and organise all the events which are held in centre,
it is also managed security of club.

03 – Organiser:

Event Organiser is responsible to hold their event under the instructions of management
department.

04 – Security:

Security of centre and members is most important so the security department always alert
and ready for any emergency assistance.

05 – Club Owner’s:

There are more than 10 clubs every club have their owner which is responsible for club
operational system.

Communication
Moortown Sports & Leisure Centre has a strong communication system but still
some problems occur in peak times, Central message book is only the source of

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communication in the centre which cause of double booking and missed booking. All the
clubs should update heir data in online system and connect via the entire centre with online
system. It’s better and easy way of communication.

1. Staff Management

There are Five full-time staff and 27 casuals – Moortown University students who do lots
of different roles, e.g. bar/café, lifeguard, holiday program leaders, umpire, reception, etc.
And when new staff come, there are no handover procedure, no intranet. We
communicated via central message book Also, there no regular staff meetings and staffing
budget is 21% over

2. Booking Procedures

All bookings – crèche, rooms for hire, courts, etc., are done by hand in separate record
books in the various areas, then put together into one book at main desk but the problem is
double bookings and missed bookings happen a lot.

Another issue is communication with members. Now, there has no proper

announcement about program in the centre. Mostly new clients are attracted by
word-of-mouth, find out about programs through notice board, reception desk or
from instructors. 65% of community are unaware of any programs, 30% are aware of two
or fewer programs, 5% are aware of more than two programs.

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Marketing & Promotion of a centre
It’s very necessary to promote Moortown centre to give aware all the people of city. This
centre is unique and most favourite place for all ages but unfortunately so many people are
unknown from this club. The management of Moortown Centre always give ads in
local newspaper and flyers to promote this centre. Sometimes there is an advertising
segment on 3MU community radio but mostly the new clients are attracted by word
of mouth, notice board, reception desk and instructors.

Problems which are needed to be solved

Like other centre of city Moortown Centre also have some problems which are really need
to be solved. The most important problem is that all bookings e.g. crèche, rooms
for hire and courts are done by hand in separate records books in various areas, then
put together into one book where the cash is paid weekly its caused a lot of double
bookings and missed bookings. The meeting of management and staff not done on regular
basis this is also caused of miss-management and problems in centre. There is no
booking for BBQ Lawn Area

Seven clubs of centre have longstanding agreements which use 80% of time and
space. 6 rooms for therapy treatments 35% centre hired for this on peak time for
that. Five news clubs want time for training for better performance. The budget of
staff is over than 21% which is more than enough because room are hired on casual basis
and centre received only 15% of all monies.

Recommendations
After getting survey and writing this report I understand the condition of centre and
problems of this centre. I recommend some points which are hopefully in favour of
Moortown Centre and help to make it best of all.

1. Moortown sports and leisure centre need to cancel all contracts and leases, which
are done in past and make new contracts for all clubs according to the present condition
of this centre.

2. Moortown centre need to make online computerised data record which really help
full to stop double booking missed booking.

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3. Centre has to set up a communication system better with the wireless network.

4. No any procedure and booking dome with hand to hand. Must be recorded in online
computer data.

5. Centre have to start training for all clubs

6. The budget of staff must be limited to 15%

7. Centre need more advertising to promote its clubs. Have to start some advertising
camping for it

This is some points which make Moortown Centre more attractive and best for all. I hope
that management and administrator department appreciate my work and take some serious
decision for make Moortown Centre better.

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Draft
Acknowledgment

This report finish my co-operative of clients and community, observation, interviews from
staff, and key stakeholder who help provide feedback of Moortown Sports and Leisure
Centre operation.

The feedback receive will help the centre acknowledge about weaknesses so they can
improve their strategy and operation. As a large Sports and Leisure Centre, We will try our
best to provide the best service to local residents to have well-being with our facilities.

Executive summary

This report aims to identify problem of Moortown sports and leisure centre. At the centre,
there has many problem occurred such as poor management, poor communication and poor
advertisement. Even though the centre has potential to grow because it contains of 13 clubs,
function room and recreation area. However, due to limited of advertisement so only 2% of
local residents visit this centre.

Therefore, we want to improve performance in many areas to gain more customer and be
able to offer better service to customers. Recommendation is to revise management
process. Installing online system so all section in the centre can access to same database.
Another recommendation is increase advertisement through various channel. The cheapest
and effective way will be social media. Staffs can post information about the centre and
activities everyday to inform customer and gain their interest.

Operational structure

Moortown sports and leisure centre is a large centre which consists of 13 clubs such as
Basketball, Soccer, Volleyball. Centre cycling, and climbers. There has potential to support
local residents. The operation hours is good for all clients, from 6am to 10pm. However,
due to poor management, Moortown sports and leisure centre is not success as expected. It
has many problems in term of human resource, internal communication, documentation,
and advertising. Therefore, this report is written to find out solution to improve
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performance of Moortown sports and leisure centre. It contains marketing and promotions
about sport centre, operational structure of centre and some recommendations.

Moortown sports and leisure centre is operate by 5 fulltime staffs and 27 casual staffs. It
has insufficient full time staff to operate all section of the centre. Sometime the café has to
close due to no casual staffs.

At the centre should have personnel to manage as below:

• General manager: control and monitor overall activities in the centre.

• Event staff: Manage with all booking at any club and function room.

• Security: Dealing with all security system including lifeguard

• Bar and restaurant: Manage all this areas as bar & restaurant can be main source of
daily revenue.

• Marketing: dealing with marketing material including flyers, brochure, press, social
media.

• Reception: Welcoming customer and ensure that they can receive service as
requested.

Casual staffs will allocated to help in all areas but we need to have sufficient full-time
staffs to control in each section to create effective management.

The centres consists of 13 clubs including:

• Moortown Basketball Club

• Moortown Soccer Club

• Moortown Athletics

• Moortown Handball Club

• Moortown Volleyball (new)

• Lake Moortown Rowers

• Moortown Cricket Club

• Central Cycling
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 • The Moortown Climbers

• Maulers Basketball Club

• MSLC Squash club

• Moortown Bowlers

• MSLC table tennis team.

Another important point at Moortown sports and leisure centre is there has no written
agreement about lease with any clubs. This is quite risk as the cenre cannot do any legal if
something occurred.

Staff Management

Staff need regular training course so we can ensure that the centre provide safety
management and staff has knowledge to operate to business. A development program
brings all employees to a higher level so they all have similar skills and knowledge. This
helps reduce any weak links within the company who rely heavily on others to complete
basic work tasks. Providing the necessary training creates an overall knowledgeable staff
with employees who can take over for one another as needed, work on teams or work
independently without constant help and supervision from others. A structured training and
development program ensures that employees have a consistent experience and background
knowledge. The consistency is particularly relevant for the company's basic policies and
procedures. All employees need to be aware of the expectations and procedures within the
company. This includes safety, discrimination and administrative tasks. Putting all
employees through regular training in these areas ensures that all staff members at least
have exposure to the information.

Booking procedure

Currently, Moortown sports and leisure centre use Central message book as main
communication channel. This is quite traditional way and ineffective for a large place like
Moortown sports and leisure centre. One book cannot fit to all request. Hence, there always
had double booking/missed booking happened many times.

To improve communication channel, Moortown sports and leisure centre must install
online database so every clubs, receptionist and event staff can connect to each other. This
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is to prevent any double or miss booking because everyone use same calendar/schedule.
With an online database, you could theoretically access the information in the database
from any computer. The information is also available 24 hours a day, seven days a week.
This means that all employees have access to the same information and can collaborate
with one another on projects -- regardless of location. This advantage can increase
productivity and improve efficiency.

Marketing & Promotion of a centre

The Moortown has problem with promote their program. Due to ineffective in
announcement so only few people know what program is running. Mostly new clients are
attracted by word-of-mouth, find out about programs through notice board, reception desk
or from instructors. 65% of community are unaware of any programs, 30% are aware of
two or fewer programs, 5% are aware of more than two programs.

It quite clear that there has insufficient advertising of Moortown sports and leisure centre.
Residents do not know the existing of the centre. Also existing clients cannot access to
latest update information and detail of daily activities. Hence, Moortown sports and leisure
centre should enhance marketing campaign by focus on social media as this is an effective
communication channel. Marketing staff can reach to local residences by post the
information about Moortown sports and leisure centre on Facebook page of community.
Moortown residences can add/follow the centre’s page to follow any activities and also can
send inquiry directly to staff. Social media channel help increase brand recognition. This is
important because it simultaneously make easier and more accessible for new customers,
and makes more familiar and recognizable for existing customers. This will be first phase
of marketing campaign which help gain more customer with less cost.

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Assessment Task 3: Project: Web Text Project
Write a 200 word (approx) ‘about us’ company profile for the home page of our website
www.keysrealestate.com.au with a hyperlink to a media release about our new William
Island Holiday rental website.

How did the company begin?

Dad, Gerald, started the company back in 1950 with one office in Fitzroy. He opened
another office after the ’56 Olympics in Richmond. Mum did the books in between taking
care of us two kids. My brother, James, and I grew up inspecting properties, learning how
to fix things, filing etc. I guess you could say real estate is in our blood. He took two weeks
off every Xmas when the family went to William Island, which was almost deserted, like
an undiscovered paradise, in those days.

William Island Holiday rental now?

At William Island Holiday rental now we have fifteen offices – ten in the metro area and
five rural offices. Our metro offices are mostly located in the inner city, western and south-
eastern suburbs plus four on the peninsula and surrounds. In 1998 we opened a small office
on William Island.

What makes us different?

We are a family business that people can trust. We have a loyal staff who are experts in the
industry. We provide them with a good training program. We have an induction program
for everyone. The sales team receive professional development every six months and the
property managers have a training session every month.

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Write a 300 word (approx) media release about our new William Island holiday website
and our new holiday rental online booking system, ‘bookitnow’ for our website.

New William Island holiday website

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The company is just about to launch a new website totally devoted to holiday rentals at
William Island. It’s a new phase for us. We’ve paid a fortune and made sure that the site is
well positioned in web searches. It’ll feature our new online booking system, ‘bookitnow’.

Prospective holiday guests will be able to make their own bookings online.

• They’ll be able to look at availability ‘live’ 24/7.

• It’s very exciting and we believe that it will increase landlords’ holiday rental by up
to 30%.
We are interested in anyone who is interested in renting or buying property. We have
seventy properties available for holiday rental on William Island. Currently we have over
100 metro and rural properties for sale listed on our books.

One area that we would like to improve on our roll in the metro rentals area. We are
looking for more properties to rent as the demand is increasing.

Because we provide a quality service. Our property managers are trained, mentored and
have expertise in all aspects of property management. We vet prospective tenants carefully,
carry out regular property inspections and action all requests, problems, etc. immediately.
Our sales team really know their stuff. We get a lot of repeat customers.

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