Sitxhrm006: Monitor Staff Performance

SITXHRM006
Monitor Staff performance

Student Assessment Task
Student Name
Student Id
Course
SITXHRM006 – Monitor Staff performance Assessment Task
Contents
CONTENTS 3
ASSESSMENT INFORMATION FOR LEARNERS 4
HOW YOU WILL BE ASSESSED 4
What happens if your result is ‘Not Yet Competent’ for one or more assessment tasks? 4
What if you disagree on the assessment outcome? 5
Assessor Responsibilities 5
How should I format my assessments? 5
How should I reference the sources of information I use in my assessments? 6
ASSESSMENT GUIDE 7
ASSESSMENT COVER SHEET 9
ASSESSMENT TASK 1 11
ASSESSMENT TASK 2 14
Salisbury College Australia V1.0 Page |2
RTO No:45062 | CRICOS:03565E

ASSESSMENT INFORMATION FOR

LEARNERS
Throughout your training we are committed to your learning by providing a training
and assessment framework that ensures the knowledge gained through training is
translated into practical on the job improvements.
You are going to be assessed for:

● Your skills and knowledge using written and observation activities that apply
to the workplace.
● Your ability to apply your learning.
● Your ability to recognise common principles and actively use these on the job.
All of your assessment and training is provided as a positive learning tool. Your assessor
will guide your learning and provide feedback on your responses to the assessment
materials until you have been deemed competent in this unit.
How you will be assessed

The process we follow is known as competency-based assessment. This means that
evidence of your current skills and knowledge will be measured against national
standards of best practice, not against the learning you have undertaken either recently
or in the past. Some of the assessment will be concerned with how you apply your skills
and knowledge in the workplace, and some in the training room as required by each
unit.
The assessment tasks have been designed to enable you to demonstrate the
requirements of the performance criteria and knowledge in this unit to successfully
demonstrate competency at the required standard.
Your assessor will ensure that you are ready for assessment and will explain the
assessment process. Your assessment tasks will outline the evidence to be collected and
how it will be collected, for example; a written activity, case study, or demonstration and
observation.
The assessor will also have determined if you have any special needs to be considered
during assessment. Changes can be made to the way assessment is undertaken to
account for special needs and this is called making Reasonable Adjustment.
What happens if your result is ‘Not Yet Competent’ for one or more
assessment tasks?

Our assessment process is designed to answer the question “has the desired learning
outcome been achieved yet?” If the answer is “Not yet”, then we work with you to see
how we can get there.
In the case that one or more of your assessments has been marked ‘NYC’, your trainer
will provide you with the necessary feedback and guidance, in order for you to resubmit
your responses.
If you submit assessment by the due date and deemed ‘NYC’, you will be provided
another opportunity to submit assessment without any penalty. However, failure to
submit by the due date will cease any free resubmission opportunity.
What if you disagree on the assessment outcome?

You can appeal against a decision made in regards to your assessment. An appeal
should only be made if you have been assessed as ‘Not Yet Competent’ against a specific
unit and you feel you have sufficient grounds to believe that you are entitled to be
assessed as competent. You must be able to adequately demonstrate that you have the
skills and experience to be able to meet the requirements of units you are appealing the
assessment of.
If you do not agree with an assessment decision, you can make an assessment appeal as
per your SCA’s assessment appeals process.
Assessor Responsibilities
Assessors need to be aware of their responsibilities and carry them out appropriately.
To do this they need to:
● Ensure that participants are assessed fairly based on the outcome of the
language, literacy and numeracy review completed at enrolment.
● Ensure that all documentation is signed by the learner, trainer, workplace
supervisor and assessor when units and certificates are complete, to ensure
that there is no follow-up required from an administration perspective.
● Ensure that their own qualifications are current.
● When required, request the manager or supervisor to determine that the
learner is ‘satisfactorily’ demonstrating the requirements for each unit.
‘Satisfactorily’ means consistently meeting the standard expected from an
experienced operator.
● When required, ensure supervisors and learners sign off on third party
assessment forms or third-party report.
● Follow the recommendations from moderation and validation meetings.
How should I format my assessments?

Each assessment task in this booklet consists of the following:

Assessment Task Cover Sheet

This must be filled out, signed and submitted with your assessment responses.
You required to submit this assessment task electronically, please complete the
Assessment coversheet and signed electronically or print your name. Your assessor will
provide your feedback electronically either by an email or through the learning
management system. Your assessments should be typed in an 11 or 12 size font for ease
of reading.
Your assessor will also discuss this verbally with you and provide advice on
reassessment opportunities as per your SCA’s reassessment policy.
Depending on the task, this may include:
● resubmitting incorrect answers to questions (such as written questions and case
studies)
● resubmitting part or all of a project, depending on how the error impacts on the
total outcome of the task
● redoing a role play after being provided with appropriate feedback about your
performance
● being observed a second (or third time) undertaking any tasks/activities that
were not satisfactorily completed the first time, after being provided with
appropriate feedback.
Your Trainer / Assessor will advise you should there be any change.
Naming electronic documents

It is important that you name the documents that you create for this Assessment Task in
a logical manner.
Each should include:
Student Name
Student ID
Unit code
For example, SITXWHS003 it should be John smith_SLB00005B_ SITXWHS003
How should I reference the sources of information I use in my

assessments?
Include a reference list at the end of your work on a separate page. You should reference
the sources you have used in your assessments in the Harvard Style. For example:
● Website Name – Page or Document Name, retrieved insert the date. Webpage
link.

● For a book: Author surname, author initial Year of publication, Title of book,
Publisher, City, State.

ASSESSMENT GUIDE
The following table shows you how to achieve a satisfactory result against the criteria
for each type of assessment task. The following is a list of general assessment methods
that can be used in assessing a unit of competency. Check your assessment tasks to
identify the ones used in this unit of competency.
Assessment Method Satisfactory Result Non-Satisfactory Result
You will receive an overall result of Competent or Not Yet Competent for this unit. The
assessment process is made up of a number of assessment methods. You are required to
achieve a satisfactory result in each of these to be deemed competent overall. Your
assessment may include the following assessment types.
Written Questions All questions answered Incorrect answers for one

correctly or more questions
Answers address the Answers do not address

question in full; referring the question in full. Does
to appropriate sources not refer to appropriate or
from your workbook correct sources.
and/or workplace
Third Party Report Supervisor or manager Could not demonstrate

observes work consistency. Could not
performance and confirms demonstrate the ability to
that you consistently meet achieve the required
the standards expected standard
from an experienced
operator
Written Activity The assessor will mark the Does not follow
activity against the guidelines/instructions

detailed
guidelines/instructions
Attachments if requested Requested supplementary

are attached items are not attached
All requirements of the Response does not

written activity are address the requirements
addressed/covered. in full; is missing a
response for one or more
areas.
Responses must refer to One or more of the

appropriate sources from requirements are
your workbook and/or answered incorrectly.
workplace Does not refer to or utilise
appropriate or correct
sources of information
Observation/Demonstration All elements, criteria, Could not demonstrate

knowledge and elements, criteria,
performance evidence are knowledge and
demonstrated at the performance evidence at
appropriate AQF level the appropriate AQF level
Case Study All comprehension Lack of demonstrated

questions answered comprehension of the
correctly; demonstrating knowledge required to
an application of complete the case study
knowledge of the topic questions correctly. One
case study. or more questions are
answered incorrectly.
Answers address the Answers do not address

question in full; referring the question in full; do not
to appropriate sources refer to appropriate
from your workbook sources.
and/or workplace
Practical Activity All tasks in the practical Tasks have not been
activity must be completed completed effectively and
and evidence of evidence of completion
completion must be has not been provided.
provided to your
trainer/assessor.

All tasks have been

completed accurately and
evidence provided for
each stated task.
Attachments if requested Requested supplementary

are attached items are not attached
This assessment task only consists of Written Questions, Written Activity and
Practical Observation.

ASSESSMENT COVER SHEET

Assessment Cover Sheet
Learner’s name:
Date
Assessors Name:
Submitted:
The following questions are to be completed by the assessor:
Is the Learner ready for assessment? ☐ Yes ☐ No
Has the assessment process been explained? ☐ Yes ☐ No
Does the Learner understand which evidence is to be collected

☐ Yes ☐ No
and how?
Have the Learner’s rights and the appeal system been fully
☐ Yes ☐ No
explained?
Have you discussed any special needs to be considered during

☐ Yes ☐ No
assessment?
The following documents must be completed and attached:
☐ Assessment Task 1: Written Activity
The learner completed satisfactorily the written activity as per ☐S ☐ NYS

the assessment requirement.
☐ Assessment Task 2: Practical Activity
The learner demonstrated satisfactorily the practical activity as ☐S ☐ NYS

per the assessment requirement.
Learner Declaration
I agree to undertake assessment in the knowledge that information gathered will only be used
for professional development purposes and can only be accessed by the RTO
I declare that:
☐ I have provided with the explanation and instruction of the assessment criteria
☐ The material I have submitted is my own work
☐ I have kept a copy of all relevant notes and reference material that I used in the production

of my work
☐ I have given references for all sources of information that are not my own, including the
words, ideas and images of others
Learner
Date:
Signature:
Result and Feedback
Feedback to Learner:
Overall Outcome ☐ Competent ☐ Not yet Competent
Assessor
Date:
Signature:
ASSESSMENT TASK 1
Written Question

You require to complete the following activity, you may use reference material to assist
you such as texts and the internet, however you must correctly reference your
information.
You must answer all questions correctly and in accordance with the instructions given.
1. Why is it important for managers to check and understand interactions

with other departments when planning daily operations and schedules for
staff?
Positive interactions increase good feelings, increase morale and improve work
satisfaction. Negative interactions create confusion, anxiety, tension and uncertainty,
which adversely affect work efficiency and company productivity. As a business leader,
don't leave workplace interactions to chance.
Accurate and efficient communication between departments builds trust within the
organization. When departments trust each other to deliver accurate information, this
eliminates the extra fact-checking step that can slow down productivity.
Communication is one of the organizational functions that helps a company to stay

efficient and productive. One of the more important forms of organizational
communication is inter-departmental communication, the Institute for Public
Relations notes. The importance of communication between different departments in
an organization becomes most evident when that communication breaks down.
Implementing policies to strengthen inter-departmental communication help to
underscore its importance and maintain an efficient flow of information.
2. Why does providing continuous 360° feedback to staff help managers and
supervisors to effectively maintain high quality standards and how is used
to identify opportunities for recognition and reward for professionalism
and excellence?
The process of completing 360-degree feedback provides raters with greater insight
and understanding into the values and behaviors that are important for team success.
Seeing how others are being evaluated allows team members to formulate their own
expectations around goals for performance and behaviors

It helps uncover blind spots in an employee's behavior, which allows individuals to

focus on learning and development in a way that helps improve those overlooked
areas. The importance of 360-degree feedback increases when employees seek a
balanced view of their skills and behaviors.
3. What are specific reasons and benefits for conducting regular performance
appraisals and why is it best to be done quarterly rather than only
annually?
Performance appraisal has three basic functions:
(1) to provide adequate feedback to each person on his or her performance
(2) to serve as a basis for modifying or changing behavior toward more effective
working habits
(3) to provide data to managers with which they may judge future job assignments
Performance appraisal measures employees' performance, allowing them to identify

their points of strengths and weaknesses. This helps in employees' personal growth, as
they will try to overcome their weaknesses and enhance their strengths.
A quarterly review gives you, and your employees, the opportunity to reflect on the
past quarter to acknowledge achievements and positive progress, as well as discuss
performance gaps and areas for improvement. It's also a time to discuss goals and
adjustments for the coming quarter

4. Why is it important to set organizational targets and that are closely

aligned to staff performance objectives with clear KPI’s?
Researchers have found that setting goals can help employees feel a greater connection
to their organization. Not only does this contribute to increased optimism in the office,
but it also encourages better employee performance.
When a company sets goals, it makes its priorities clear for everyone involved in the
organization. The purpose of goal setting is to show employees what they need to focus
on the most during the upcoming quarter, which then helps them to be able to
prioritize their tasks.
KPIs are important to business objectives because they keep objectives at the forefront
of decision making. It's essential that business objectives are well communicated
across an organization, so when people know and are responsible for their own KPIs, it

ensures that the business's overarching goals are top of mind.
5. What are four (4) problems that can take place in the planning and conduct
of staff appraisals that will have an undesired affect the outcome of results?
The four elements of Purpose, Outcomes, Accountability and Teamwork need to be

used as the foundation of a performance culture.
Provide constant feedback. Finally, the best way to avoid problems with performance
reviews is to provide feedback on a regular basis.Employees will therefore know how
they're doing and there won't be any surprises during their annual appraisal.Lack of
confidence in the employee's ability and willingness to solve the problems. Lack of
attention to the performance problem . Lack of attention to poor performance
immediately. Lack of understanding of performance appraisal
6. What performance management systems and procedures can be used to

ensure that corporate policies are maintained and staff objectives and
service standards are achieved?
What is the performance management process? The performance management

process is a collaborative, communication-based process where employees and
management work

together to plan, monitor and review the employee's objectives, long-term goals, job
trajectory and comprehensive contribution to the company.
ClearCompany and PeopleFluent are best as an applicant tracking system. HRsoft and
Engagedly provide the best performance management features. UltiPro is best for
payroll functionalities and SAP SuccessFactors is best as an HR tool.
7. How are the results of appraisal and performance reviews used for
preparing and implementing staff development and career plans?
Performance appraisal helps to rate the performance of the employees and evaluate
their contribution towards the organizational goals.Performance appraisal is also
closely linked to other HR processes like helps to identify the training and
development needs, promotions, demotions, changes in the compensation etc.
They identify the strengths and weaknesses of an employee and address how to
improve or develop these areas.In addition, they aim to motivate the employee and
provide them with sufficient challenges and responsibilities with the business
objectives.

8. What are four (4) benefits of providing staff with recognition and rewards
when they a have achieved specific corporate objectives and performance
targets?
Employee reward and recognition has been proven to improve organisational values,
enhance team efforts, increase customer satisfaction and motivate certain behaviours
amongst members of staff.
It will help you attract the top talent.
It helps retain top talent.
It contributes to a strong, positive company culture.
It strengthens your Employee Value Proposition (EVP) .
It contributes to employee wellbeing.
It increases productivity.
It helps you build a good reputation.
9. Provide answers to the following questions relating to how you would

conduct basic appraisals and reviews for hospitality and tourism customer
service staff.
Performance appraisal is a tool that helps management to better know the quality of its
human resource and how well they convert their qualities into performance. Hotel
industry is a labour intensive industry and human resources play a crucial role in
guest-customer satisfaction.

Guest expectations in the hospitality industry, today, are higher than ever and there
are several factors behind this.
Make the Right First Impressions.
Add the Personal Touch.
Offer Incentives.
Create Useful Hotel Loyalty Programs.
Prioritize Guest Experience.

ASSESSMENT TASK 2
Written activity
Task Summary
You have recently hired as an HR manager in ABC hotel. As an HR manager you require
to recruit, select and induct staff. Please read the following case study and answer the
question.
The assessment should be conducted in SCA simulation setup (COVID19 Exemption)
Required
● Computers, Microsoft office, printers and communication technology.

● Access to a relevant laws and regulation.
Timing
Your assessor will advise you of the date of the assessment
Submit
1. 7 task or responsibility of each role (2 positions)

2. Key performance indicator for each role and each job
3. Develop measurable criteria
4. Annual performance review
Roleplay
● Your assessor will advise you regarding the role play as per the assessment
requirement.
Hospitality:-
7 task or responsibility
Although the job description for these duties varies, there are mainly some key
responsibilities every Hospitality Manager should expect to administer: Managing
budgets, customer service, supervising maintenance, coordinating departmental tasks,
and overseeing food and beverage.The relationship between Hospitality and Tourism,

Tourism and hospitality help each other, the hospitality industry offer services like
accommodation, transportation, food and beverage, recreation and leisure.The
hospitality industry is a broad category of fields within the service industry that
includes lodging, food and drink service, event planning, theme parks, travel and
tourism. It includes hotels, tourism agencies, restaurants and bars.
Oversee personnel including receptionists, kitchen staff, and office employees.
Monitor employee performance and conduct regular evaluations to help improve

customer service.
Collect payments and maintain records of budgets, funds, and expenses.
Welcome and register guests once they arrive.
Key performance indicator for each role and each job
As a hospitality manager, your task is to oversee various departments in your resort or

hotel, for example, in housekeeping, concierge, restaurant, spa, budgeting, conferences,
reception, maintenance, and guest services.
Hospitality businesses that provide customers with a positive experience will reap the
benefits of a higher customer retention rate, as opposed to their counterparts who offer
a less pleasant experience. Hospitality is also important for businesses because it
encourages positive customer reviews.
Average daily rate (ADR) .
Revenue per available room (RevPAR) .
Average length of stay (ALOS) .
Occupancy rate.
Online reviews.
RevPAR Room Type Index (ReRTI) .
Market penetration index (MPI).
Develop measurable criteria
The essential factors, influencing the success in the hospitality service industry, are as
follows: value creation, development of the relationship with partners, ICT, as well as
customer relationship management.

Performance Review Hospitality
A performance review is a two-way conversation used to guide, support and develop

your team. It gives you: Opportunity to be clear about the objectives and expectations
you have set for your team, as well as gain feedback on your own performance.
Tourism Or Events:-
Task or responsibility of each role of tourism or event
These are: tourist boards, travel services, accommodation services, conferences and
events, attractions and tourism services. Below, I will explain what each of the
components offer to the tourism industry and provide some relevant examples.Events
stimulate the intensity and the dynamics of travel. Event management is a fast growing
professional field in which tourists constitute a potential market for planned events and
the tourism industry has become a vital stakeholder in their success and attractiveness
(Getz, 2008: 403).Ensuring that on the day logistics are running smoothly (catering,
venue, equipment) Managing event staff to help mark attendance, run speeches, provide
attendee support, collect sign ups etc. Sending SMS communications to attendees when
needed (last minute venue changes, parking notices etc)
Key performance indicator of tourism or event
Definition. Key performance indicators (KPIs) quantitatively measure an organization's

performance on various factors that, when taken together, will determine goal
achievement. In tourism, a goal may be set to increase visitor revenues by a certain
percent.
Develop measurable criteria
It can be measured by taking into account four elements: people (tourists), money
(expenditure, receipts), time (stays and travels durations) and space (distances, lengths
of trips) . The first two classes of measurements are by far the most common.
leisure time - there has been an increase in the amount of paid leave days.
greater awareness - television travel programs have raised people's expectations.
increased life expectancy - there are a greater number of older people travelling.

greater affluence - people have more spending money.
Annual performance review
In 2019, tourism in Australia accounted for 3.1% of the national GDP, contributing $60.8
billion to the Australian economy. The means that tourism GDP grew at a faster rate
than the national economy. Of this, 26% came from international visitors to Australia
while 74% came from domestic tourism.
Assessment Instructions
1. Choose 2 different positions relevant to your industry or area of study in Hospitality,

Tourism or Events and determine at least 7 tasks or responsibilities of each role.
Use the document “Performance-agreement-template.docx” in the assessment

resource page on the canvas or suitable documents sourced from
http://www.fairwork.gov.au/about-us/policies-and-guides/templates
(Managing performance); to record your tasks and responsibilities.
Examples for different positions and job roles in these sectors can be accessed under
following links:
● Hospitality
● Travel and tourism
● Events 1
● Events 2
2. Select one of the job role, for the selected job and it’s each task, establish the key
performance indicators. The following links can help you to define these:
Position Description – Event planner

3. Develop measurable criteria which you will use to base your questions for the
individual appraisals on.
● The criteria need to be measurable e.g. in form of a rating scale that measures the
level of performance.
● Ensure that each of the key aspects listed below are incorporated into the key
outcomes and key performance indicators.
● Compile these criteria into a checklist for each job role that can be used for
monitoring the effectiveness of staff as they perform their day-to-day duties in
Assessment 3, Practical Observation.
Key Aspects:
● Adherence to procedures
● Cost minimisation
● Customer service standards
● Level of accuracy in work
● Personal presentation
● Productivity
● Punctuality
● Response times
● Team interaction
● Waste minimisation
4. Develop the annual performance review document addressing the criteria developed
in Question 3 which will be used for the staff performance appraisal
See example review templates at:
● https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-
practice-guides/managing-underperformance
● http://www.business.vic.gov.au/hiring-and-managing-staff/staff-
management/review-staff-performance
Note: if a sample template is selected, you must amend the existing criteria therein to
reflect those you have developed in Question 3.


ASSESSMENT TASK 3
Practical Observation
Task Summary
Consider you have been appointed as a New HR Manger for the company (industry
depending on the position checklist you created in assessment task 2), you are requiring
to monitor 2 staff members.
The assessment should be conducted in SCA simulation setup (COVID19 Exemption)
Required
● Computers, Microsoft office, printers and communication technology.

● Access to a relevant laws and regulation.
Timing
Your assessor will advise you of the date of the assessment
Submit
1. Completed checklist.
Roleplay
● Your assessor will advise you regarding the role play as per the assessment
requirement.

Assessment Instructions
1. Consider you have been appointed as a New HR Manger for the company
(industry depending on the position checklist you created in assessment task 2),
you are requiring to monitor 2 staff members (your classmates will play role of
staff members) performance for 6 of the performance standards listed below as
instructed.
● Adherence to procedures
● Cost minimisation
● Customer service standards
● Level of accuracy in work
● Personal presentation
● Productivity
● Punctuality
● Response times
● Team interaction
● Waste minimisation
Your assessor will observe you while you playing the role.
2. You will be required to use the criteria and checklist developed in Assessment
Task 2. Please submit the completed checklist and provide supportive and
encouraging feedback to the staff member’s performance against the specified
criteria.
****************End of the task**************


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Monitor Staff performance

Salisbury College Australia V1.0 Page |2

RTO No:45062 | CRICOS:03565E

ASSESSMENT INFORMATION FOR

You are going to be assessed for:

How you will be assessed

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RTO No:45062 | CRICOS:03565E

What if you disagree on the assessment outcome?

How should I format my assessments?

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RTO No:45062 | CRICOS:03565E

Assessment Task Cover Sheet

Naming electronic documents

How should I reference the sources of information I use in my

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RTO No:45062 | CRICOS:03565E

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Assessment Method Satisfactory Result Non-Satisfactory Result

Written Questions All questions answered Incorrect answers for one

Answers address the Answers do not address

Third Party Report Supervisor or manager Could not demonstrate

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Attachments if requested Requested supplementary

All requirements of the Response does not

Responses must refer to One or more of the

Observation/Demonstration All elements, criteria, Could not demonstrate

Case Study All comprehension Lack of demonstrated

Answers address the Answers do not address

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All tasks have been

Attachments if requested Requested supplementary

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RTO No:45062 | CRICOS:03565E

ASSESSMENT COVER SHEET

The following questions are to be completed by the assessor:

Is the Learner ready for assessment? ☐ Yes ☐ No

Has the assessment process been explained? ☐ Yes ☐ No

Does the Learner understand which evidence is to be collected

Have you discussed any special needs to be considered during

The following documents must be completed and attached:

☐ Assessment Task 1: Written Activity

The learner completed satisfactorily the written activity as per ☐S ☐ NYS

☐ Assessment Task 2: Practical Activity

The learner demonstrated satisfactorily the practical activity as ☐S ☐ NYS

☐ The material I have submitted is my own work

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Result and Feedback

Overall Outcome ☐ Competent ☐ Not yet Competent

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1. Why is it important for managers to check and understand interactions

Communication is one of the organizational functions that helps a company to stay

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RTO No:45062 | CRICOS:03565E

It helps uncover blind spots in an employee's behavior, which allows individuals to

Performance appraisal has three basic functions: