Student Name Boduhandi Gayathri Dhanushika De Silva

Student Number 100148

Unit of Competency/ Code SITXHRM003 Lead and manage people
Trainer/Assessor Rojita

Assessment 1
(1) List 5 roles and functions performed by supervisors and managers:

 Training: It is management job develop the training.

 Reporting: Supervises must report to management daily dados.
 Roster: Management will make the roster based on availability of the staffs.
 Motivating: It is important that supervisors and managers keep the team motivated to keep
the standards.
 Planning: It is a management role, but it is important to listen the staffs under them to clarify
the goals.

(2) Match the leadership style on the left to the description on the right:

Authoritarian autocratic leadership 2
Participativeordemocratic1Laissez-fairestyle 3
Laissez-faire style 1
Transactional leadership 5
Transformational leadership 6
Situational leadership 4
1.Gives guidance to the team, but also seek
their input and opinions when making
decisions.
2.Involves somebody speaking from a position
of power and exercising tight control over their
subordinates.
3.Involves giving people a job and a possible
direction and letting them do it themselves.
4.Involves modifying your style of leadership to
suit the particular situation.
5.Involves setting out clear goals and
objectives, along with the corresponding
rewards and punishment.
6.The leader will offer some kind of personal
transformation to the follower

(3) List 4 important skills (or characteristics) of members of an effective team:

1.Proactivity
2.Tolerance
3.Positivity
4.Communication
 (4) List the 3 individual job roles of members in YOUR team and describe what each role does.

Job Role 1: Executive chef

Job Function: It is responsible for creating the menu, build the team and do paperwork. Basically,
the manager of the kitchen.

Job Role 2: Sous chef

Job Function: Second in charge, it is who runs the kitchen on the daily basics.

Job Role 3: Chef de parties

Job Function: It is below the sous chef and has your own section in the kitchen. Examples of
section: Pastry, patisserie, mains.

(05) What actions can you take to resolve this complaint?

1.Poor communication
2.Weak leadership
3.disorganization
4.disunited team

(6) What actions can you take to prevent this situation from happening again in the future?

Group dynamics deals with the attitudes and behavioural patterns of a group. Group dynamics
concern how groups are formed, what is their structure and which processes are followed in their
functioning. Thus, it is concerned with the interactions and forces operating between groups.

(7) List 6 advantages of working as a team, as opposed to working individually

1.Good environment
2.Better results
3.The team works faster
4.Knowledge being shared between the team
5.People helping each other
6.Working together to solve problems

(8) As a leader, the most important part of being a leader is setting a good example. Why is
this?

Leadership is a process by which one individual influences the behaviours, attitudes and thoughts
of others. So, it is a kind of setting standards for others
 (9) List 3 ways you can act to send a positive message to your team as a leader:

 Leading by action
 Setting standards by examples
 Ethics

(10) What is a manager’s role in achieving company goals?

Managers just do not go out and haphazardly perform their responsibilities. Good managers
discover how to master five basic functions i.e. planning, organizing, staffing , leading and
controlling

(11) Why must you show your staff that you support the business goals?

 It connects employees’ goals to larger company goals

 Allows employees to take ownership of the decisions

(12) List 4 reasons why treating people with integrity, respect and empathy will help you manage
your team.

1.Good leadership is based upon trust and respect, not fear and submission.
2 People who want to achieve something are much more effective than people who are forced to
do so.
3. Trust in and respect of the leader will result in commitment to the cause
4. fear and submission will result in compliance.

(13) If you don’t treat people with respect (for example use fear and threats) this can have a
negative effect on your team. List 4 examples of how lack of respect can negatively impact
on a team:

1. The staff will lower their standards level in order to complete the tasks.
2. this will require you to watch over them every single moment, wasting your time.
3. Continual use of threats without any follow-up action, will eventually result in the employees not
caring about the threats,
4. Continual use of threats without any follow-up action, will eventually result in the employees not
caring about the threats,
 (14) Fill in the following gaps
There are 3 types of goals you need to set, they are;

Term: short - term

Term: medium - term
Term; long - term

(15) List 3methods you could use to help your team to monitor the progress of meeting goals:

1. Create daily and weekly To Do lists

2.Prioritise tasks and objectives weekly
3.Organise regular review meetings to analyse progress

(16) Setting KPIs helps to keep the organisational goals, in line with the plans and objectives of
your team. List 3 good KPIs that might help your team achieve the organisational goals.

1. Increased top-shelf liquor sales

2. Increase in beverage units sold per month, per beverage
3. Total sales, not including spillage or other wastage, or sales per individual employee

(17) Why is setting a KPI of ‘increased sales’ a bad KPI for helping your team achieve business
goals?

KPI should be set up so that they cover the major goals and objectives of a team in a quantifiable way
allow you to quantitatively assess how well your staff are performing

(18) What type of communication methods can you use to help a team become more
independent (and take responsibility for their own work)?

1. Mobile marketing which lets customers use their mobile to look up or redeem offers and
specials
2. Social network marketing and special offers
3. Digital menu boards to show offers and specials
4. Point of sales systems with handheld terminals
 (19) You must inform staff of what is expected in their individual role or activities they
undertake. One example is making sure you have told them expected outcomes – list 4 other
aspects you must clearly communicate to them:

 Method of communication
 Whom to report
 Consultation procedure
 Time frame

(20) How can encouraging open communication and innovative thinking help your team meet
goals?

When we open communication, we can allow staff to creative may help us as manager to achieve
the goals quickly

(21) List 3 innovations in the hospitality industry, that you may discuss with your team:

1. Phone as an eftpost machine

2. Do not need meeting face to face we can use chat group to inform each other
3. Order food with application like uber

(22) Why is encouraging and rewarding staff important?

Employees respond to appreciation expressed through recognition of their good work because it
confirms their work is valued by others. When employees and their work are valued, their
satisfaction and productivity rise, and they are motivated to maintain or improve their good work.

(23) List 3 ways to reward individual or team performance.

 Praise
 Gift Cards
 Showcasing

(24) List 3 benefits of communicating with your staff and involving them in making decisions.
 1. The staff feel they are a valued part of the team. When staff are involved in the decision
making, they feel that people in ownership and management positions value them as a
significant contributor to the team’s success. When people feel valued, they will usually
raise their level of effort and commitment to ensure the department’s or company’s
success.
2. The staff are able to make better day-to-day decisions because they have accurate
information regarding the direction of the company or department. Managers and
supervisors who do not share information or involve staff in the decision making are
usually the same people who complain that staff are unable to make good decisions.
3. The staff feel a stronger bond of responsibility for making the decision

(25) List 3 ways to show your employees that you support and value open communication within
the team.

1.Invite people to suggest improvements

2.Keep them informed on the overall business environment and goals so that they can see how
they fit in to the bigger picture.
3.Give them the opportunity to express their opinions on decisions that affect them

(26) As a manager or team leader you need to communicate the important ideas, plans and
objectives. List 3 pieces of data or information the team may need full access to.

1.Sales targets
2.Previous sales data
3.Marketing reports

(27) How does having your team fully informed about business objectives and goals help the
business?

Including the team in all aspects of their project is an excellent way of motivating them and
focussing their energies on the required tasks. This requires you to communicate with them
openly on all issues affecting their work.

(28) When someone has a criticism of your team’s performance why does this reflect badly on
you?

Any failure of the team is your failure, and your failures are the team's failures. If your team is part
of a broader department or business, then you will be responsible for the performance of the
team within the organization. Whatever the team does is your responsibility.
 (29) What does using feedback provide team members with?

To give team members an indication of their progress. This can be part of a formal review process
where the employee and supervisors meet to discuss their progress in the job

(30) Finish this sentence. If the employee has done a good job, then the feedback should be......

If the employee has done a good job, then the feedback should be positive

(31) Finish this sentence. If you need to provide criticism to an employee, then the feedback
should be......

If you need to provide criticism to an employee, then the feedback should be constructive

(32) List 3 benefits of delegation

 Skills development and enhancement.

 Increased loyalty as there are career growth opportunities.
 Decreased delays for those waiting on you, the manager, to make decisions or take
actions
 Increased and improved motivation and job satisfaction

(33) List 3 reasons managers don’t delegate.

 They are afraid that someone else might do the task more effectively
 They may truly believe that they are the only ones who really know how to do the task well
 They see the task as a key part of their authority or status

(34) How does increasing an employee’s level of responsibility gradually help the employee
overcome some barriers to delegation?

An often-successful method of overcoming employee barriers is to move slowly through the levels
of delegation. By allowing the employee to increase the level of responsibility and by not giving
the employee a huge increase all at one time, you can allow them to slowly learn and build
confidence. If there is too much to do at once, the employee will likely get lost in the work and
perform even worse than they would otherwise. Giving continual feedback and slowly increasing
the workload and responsibility will help to build a trusting and open relationship and allow the
employee to ease into their new role.
(35) Why is it important to make an effort to develop individuals within your team?

Giving individuals increased responsibility or independence is one way of allowing employees to

grow. This can encourage the employee to strive for a better level of service or productivity.
Giving people the opportunity to prove themselves can facilitate the discovery of talented
employees and potential leaders.

(36) List 3 ways you can help individuals develop within a team

1.Giving them more responsibility within the team

2.Change their job role by adding higher level tasks
3.Offer formal training or professional development

(37) You can use KPIs which can help you monitor team performance, to make sure your team is
progressing towards achieving goals. What does ‘KPI’ stand for?

A Key Performance Indicator (KPI) is a measurable value that demonstrates how effectively a
company is achieving key business objectives. Organizations use KPIs to evaluate their success at
reaching targets.

(38) KPIs should conform to the SMART principle. What does S.M.A.R.T. stand for?

Smart principle: Specific Measurable Achievable Result- oriented or Relevant Time-bound.

(39) How often should you provide coaching or mentoring to your team?

Part of leading a team is to provide coaching and mentoring whenever it is necessary it is

necessary. If people are new or inexperienced in their role, they will require more involvement
from their supervisor to get the job done correctly and efficiently.

(40) List 2 aspects which can affect how much coaching or mentoring a person may need.

1.You should use feedback to give team members an indication of their progress. This can be part of
a formal review process where the employee and supervisors meet to discuss their progress in the
job.

2. Feedback should also form part of the day-by-day operations. As mentioned earlier, feedback
should be positive if the employee has done a good job; it should be sincere and if criticism is
necessary then it should be constructive

(41) When it comes to motivation – what is more important to most people than money?

Encounter some people who appear to have no interest in their job. Have respect and a good
environment at work is more important to most people than money

(42) Why is recognising and rewarding good performance important?

Recognizing and rewarding good performance validates the team members and helps encourage
and motivate them. External rewards can play a role in motivation as well.

(43) List 3 methods to reward good performance of team members:

1. Some managers use staff initiatives to motivate and reward staff, these may include vouchers,
time off, food and drink offers.
2. Some managers reward staff with formal or informal praise, such as verbal praise, awards.
3. Written reports to more senior managers or a professional Development Awards (PDA)
program

(44) What are motivational theories? List 3 examples of motivational theories

1.Drive Reduction Theory

2. Needs Theory
3. Interests Theory
4. Maslow’s Hierarchy of Needs
Assessment 2
Part A
KPI Name: Improve the head spend

KPI Description: Ensure the client will spend more

Current: The average per head spend currently sits at $23.00.

KPI Target: Increase average spend to $26.50

How you will measure this KPI? We will control it with the number of the sales register in our
Over what time frame? system in each 3 months.

KPI Name: Reduce the number of customers were dissatisfied with

product and service provisions

KPI Description: Improve product and service provisions pro-actively with a

target of 98% within

Current: 5% of customers is dissatisfied

KPI Target: Reduce this number for only 2% of dissatisfied

How you will measure this KPI? With our feedback’s information in our page on Facebook and
Over what time frame? the questionnaire in our restaurant; In 9 months

KPI Name: No complaints related to cleanliness of glassware/crockery

KPI Description: No more complaints related to cleanliness of

glassware/crockery are acceptable

Current: It has been 16 complaints related to cleanliness of

glassware/crockery during the past 5 months

KPI Target: 0 complain

How you will measure this KPI? All waiter must check the cleanliness of glassware/crockery
Over what time frame? before to give to the client. Daily.
 1. New or innovative approaches to meet the KPIs

KPI Target Steps involved to achieve this KPI

KPI Target 1 Provide training for our F&b STAFF, teaching

Improve product and service provisions pro- them how to approach our clients and working
actively with a target of 98% within 9 months. in partnership with our KITCHEN to provide the
best experiences for clients.

KPI Target 2 Selling drinks is key to increasing sales per

Increase total sales per head from $23 to customer. Wait staff need be proactive,
$26.50 per head. Knowledge of specials and menus. Employing
suggestive selling methods.

KPI Target 3 Create new procedures of cleanliness and

No complaints related to cleanliness of evolved our staff in these new procedures to be
glassware/crockery are acceptable – always aware about that
procedures must be implemented to ensure
this.

2. Constraints to meeting KPIs.

What could prevent you (organizational constraints) from implementing these new techniques?
What needs to be considered?

We believe that with techniques we can improve our reputation in social media and reduce our
complains providing a better service for our client. We need to consider that our staff are the key
point for implement these new techniques, so we must involve them in all process.

3. What to do if KPIs are not met.

What will you do if you identify that staff members struggle or do not achieve the set targets? Think
about the technique you would use to find where the problem lies, who you would communicate
with and the steps involved in finding a solution.

If staff member/members are struggling to achieve the set targets then a refresher course of
additional training as well as increased level of communication, support and encouragement can be
helpful to achieve the targets. Also, if there is a need to provide more resources to the staff to
achieve the targets then it should be arranged a soon as possible to help the staff member achieve a
collective goal

4. Methods of communication.

What methods of communication will you use to communicate the KPIs to your team?

Methods of communication:

 Staff meetings.
 Emails.
 Noticeboards.
 Informal discussions.
  One-one interviews.
 Brains storming sessions.
 Debriefing sessions.
 Online portals.

Part B
a. Set Job Responsibilities and Tasks

JOB TITLE Responsibilities

Head waiter • Provide table service to tables.
• Abide by responsible service of alcohol
laws.
• Comply with all workplace health and safety
guidelines.
• Train junior staff on customer service and
upselling techniques.
• Act as a positive role model by offering
excellent customer service.
• Supervise junior staff during table service.
• Monitor billing and payments of orders
during service.
 Delegate job tasks to other waiting staff.

F & B Manager  Manage all F&B and day-to-day operations

within budgeted guidelines and to the
highest standards
 Preserve excellent levels of internal and
external customer service
 Design exceptional menus, purchase goods
and continuously make necessary
improvements
 Identify customers’ needs and respond
proactively to all their concerns
 Lead F&B team by attracting, recruiting,
training, and appraising talented personnel
 Establish targets, KPI’s, schedules, policies,
and procedures
Waiter  Providing excellent wait service to ensure
satisfaction.
 Taking customer orders and delivering food
and beverages.
 Making menu recommendations, answering
questions, and sharing additional
information with restaurant patrons.

Bartender  Prepare alcohol or non-alcohol beverages

for bar and restaurant patrons
  Interact with customers, take orders, and
serve snacks and drinks
 Assess customers’ needs and preferences
and make recommendations
 Mix ingredients to prepare cocktails
 Plan and present bar menu
 Check customers’ identification and confirm
it meets legal drinking age
 Restock and replenish bar inventory and
supplies
 Stay guest focused and nurture an excellent
guest experience
 Comply with all food and beverage
regulations

Head Chef  Control and direct the food preparation

process and any other relative activities
 Construct menus with new or existing
culinary creations ensuring the variety and
quality of the servings
 Approve and “polish” dishes before they
reach the customer
 Plan orders of equipment or ingredients
according to identified shortages
 Arrange for repairs when necessary
 Remedy any problems or defects
 Be fully in charge of hiring, managing, and
training kitchen staff
 Oversee the work of subordinates
 Estimate staff’s workload and
compensations
 Maintain records of payroll and attendance
 Comply with nutrition and sanitation
regulations and safety standards
 Foster a climate of cooperation and respect
between co-workers

b. Relate job responsibilities to specific performance indicators

Performance Indicator: How this will be measured:

Delegate job tasks to other chefs All chefs to know their own role and tasks for
each shift.

Performance Indicator: How this will be measured:

Delegate to the other bartender to make prep Make sure the bartenders check the prep list
list for all drinks and include the items missing for the next shift

Performance Indicator: How this will be measured:

Increase the client satisfaction Follow the number of good and bad reviews

c. Employee Feedback

Method 1-3: Example:

Daily meeting In the beginning of the shifts have a casual
conversion with team, ask them what the plan
for the job of the day

As a manager always leave the door of your The staff are always welcome to get in any time
office open

Never do a criticism in front of other staff When you have a poor performance, call the
employee, and have a private conversation and
try to understand what is going on, never
expose for others.

d. Professional Development

TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES:

Adaptability - Apply Workforce Skills in A Different Way
Interestingly, there might be a more direct solution than you think – so many companies have
discovered that they already have the people they need but are merely using them in an
ineffective way. It is important to keep an open mind when looking at your available skill sets,
paying close attention to skills that could be transferable

TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES:

Re-evaluate Your Recruiting Practices
When skills shortages become such a serious concern, it might be time to re-evaluate how you
recruit new employees. Without hurting your company, you could easily hire applicants with 80%
of the right requirements and help them grow into the role. Or, you could try hiring applicants
with all the right skills, but ones perhaps with less experience than initially wanted.

TECHNIQUE TO IDENTIFY PROBLEMS OR SKILLS SHORTAGES:

Use Contingent Workers
Naturally, one of the easiest ways to fill a skills shortage is by hiring contingent workers. With
freelancers, consultants, contractors and more, you can fill massive gaps in your operation quickly
and in a cost-effective manner. Contingent workers are becoming an incredibly popular option for
many, considering their expertise, availability, and flexibility, which allows them to work within
the confines of any time frame, budget, and project

e. Bonus and Reward Systems

Reward Positive Negative

Small Events Office parties are great Costing money
because it gives people the
opportunity to feel valued and
let their hair down.

Money (bonus) The bonus would be Not for prolonged motivation

appreciated by employees
when there are many
expenses needed for them to
cover their life

Gamification Using gamification to add a Costing time

new level of interest to routine
tasks will boost your
engagement and set a fun,
competitive environment for
your employees

f. Provide employees with feedback

Work Scenario 1 Feedback Method

Indicating the progress of the team in relation Showing the progress is a way to motivate the
to meeting KPIs. team and show them the good job they are
doing

Work Scenario 1 Feedback Method

The worker needs to be spoken to after a
period of poor performance.
It is very important to be honest and follow
workers, to give a feedback after a poor
performance is important and also is a way to
try understand what is going on and as work
together to get better performance

Work Scenario 1 Feedback Method

Yearly review process. It is important because in an economy thing
change on the time and also in a company so
review with your KPI still fit in the moment of
the company otherwise change and get a new
plan

g. Delegating tasks

Task Benefits of delegation

Supervision of waiting stuff during table May include:
service • Saving the manager’s time to do more
important tasks
• Reducing manager stress and imbalance of
workload
• Increasing employee morale
• Increasing productivity
• More realistic decision-making
• Improving employee skills and training
• Employee professional growth

Task Benefits of delegation

Cleaner to lock up the store at the end of the Increasing cleaner morale.
night Saving my time to do more important tasks

Task Benefits of delegation

Head waiter is required to check item inventory Saves my time to do more important tasks.
and order required products, provided the Increasing my productivity. Improving head
supervisor is kept informed of the outcomes waiters’ skills and training.
Professional growth for head waiter.

Task Benefits of delegation

Cashier required to count and record money in Saves my time to do more important tasks.
the register, and lock the money in the safe at Reducing my stress and imbalance of workload.
the close of business Improving cashiers’ skills and training.
Professional growth for cashier.

Assessment 3
 Criteria for Acceptable Performance Service Instances – Details

You will be observed monitoring individual or team performance demonstrating at least 4 of the
following leadership and management roles: (Select 4)

 decision making
 delegation of tasks
 information provision
 provision of feedback
 motivation through recognition and rewards
 planning and organising

Instance Date Duration from… Leadership role

to… observed
1.customer is not happy with food, 01/05/2018 1:00 pm to The manager told
because they were being served cold 2:00pm Head chef about
food customer’s
complain then
head chef asked
for their
forgiveness and
served hot food.
2.Divied the work with team members 02/05/2018 11.00 am When the job
to12.00 pm roster is been
finalised, the task
has been divided
by head chef to all
the team
members
according to their
experience
3.informationregardingdeliveryprocess 03/05/2018 10:00 am Before the period
for a function to12:00 pm of function
Manager and
head chef has
informed about
how to execute
delivery to all the
team members.
4.Discuss on the issues 04/05/2018 4:00 pm to If there is any
5:00pm issue or problem
which need to be
sort out then
manager and
head chef will
discuss on
it.1Sanjaya
BogatiDC4483
Part C – Post monitoring/observation. Evaluating the monitoring processes
a. Provide an overview of the efficiency and/or deficiency of the workplace practices:

When we are organizing a function, we must look after all the things. If we find any mistake in that we
must solve it as soon as possible or make sure it will not happen in the upcoming project. We should
always try to do things in a simple way and focus that everyone doing their tasks properly

b. How effective was the communication:

Effective communication is about more than just exchanging information. It's about understanding the
emotion and intentions behind the information. As well as being able to clearly convey a message, we need to
also listen in a way that gains the full meaning of what is being said and makes the other person feel heard
and understood. Overall, between me & individual team members the communication impact was good as we
had expected

c. How effective was the allocation and delegation of tasks to individuals and the team overall?
What were the shortfalls or weaknesses you have identified, and which actions will you take to
Overcome these?

Since jobs are generally divided according to the abilities of staff there was not much hassle to get done job.
However, some weakness in serving time was appeared because of new staff such as (plating,
presentation). I have realized that lack of self-confidence on new staff could be the reason for it. So, I will
have to coach and teach them properly before the period of events to tackle such problems.

d. What feedback have you provided? To whom?

After the function I have reported to my manager regarding what went wrong or what was good while
getting job done. I have pointed out some necessary thing as well to not let happened this thing again in our
upcoming project.

e. What feedback have you received from individuals, and the team overall?

Like I have mentioned earlier, the entire team member was happy to get their assigned task except few
mistakes. The entire team member has realized and committed that we will not repeat such mistake again,
which was appreciable.

f. How have you used feedback received and in which instances? How will you use feedback received for
future services as part of continuous improvement?

Since feedback is the cheapest, most powerful, yet, most underused management tool that we have at our
workplace. It helps us to get on track and serves as a guide to assist people to know how they and others
perceive their performance. I’ll take all the feedback as a highly motivating and energizing. It has strong
links to employee satisfaction and productivity, which will leave the positive impact for our future services.