Assessment 2 - Case Studies

SITXMGT001 Monitor work operations

SIT40516Certificate IV in Commercial Cookery Block F

SIT50416Diploma of Hospitality Block B

SITXMGT001 Monitor work operations

Elements of Competence
1. Monitor and improve workplace operations.

2. Plan and organise workflow.

3. Monitor and support team members.

4. Solve problems and make decisions.

SIT40516 – Certificate IV in Commercial Cookery / SIT50416 Diploma of Hospitality Management

Assessment Details:
Assessment number Assessment type Due
Assignment 1: Group Assignment
Assessment 1 Week 3
Quality assurance/Workflow Planning
Case Studies
Assessment 2 Part A: Problem Solving Week 5
Part B: Delegation
Assessment 3 Assignment 2 Week 5

Assessment details
Assessment 2

Assessment Method Case studies

Units Assessed SITXMGT001 Monitor work operations

Instruction to This assessment consists of 2 case studies. Students must analyse the
Students/Assessment situation mentioned in the case studies, complete the questions and
Description submit the report to Blackboard.
Assessment Purpose Successful completion of this activity will contribute to the evidence
collected by your Trainer/Assessor to demonstrate that you possess
the required knowledge for the units.

When and where Students are expected to complete the case studies in their own time.
However, trainer/Assessor will discuss the case studies in class and
students will have the opportunity to clarify any questions about the
case studies.
Resources and Equipment
Skills must be demonstrated in an operational tourism, travel,
hospitality or events business operation or activity for which a team is
managed. This can be:

an industry workplace
a simulated industry environment.

Timeline This assessment will take approximately 2– 3 hours to complete,

however this is only a guide.
This assessment is due to be submitted in Week 4 of the Block. The
workbook must be submitted through Blackboard
Submission Instruction Students must submit the completed written report online through
Blackboard using the student’s user name and password. Hard copies
of the workbook will not be accepted.
SITXMGT001 Monitor work operations
By completing this assessment, you will demonstrate the knowledge to:
Assessment outcome  Monitor and improve workplace operations.
 Plan and organise workflow.
 Monitor and support team members.
 Solve problems and make decisions..

MWO - SITXMGT001 Monitor work operations – Assessment 2 Case Studies --CC block F/ Dip Hosp block B - Reviewed March 2020
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SIT40516 – Certificate IV in Commercial Cookery / SIT50416 Diploma of Hospitality Management

CASE STUDY
Case study 1
The “Holmes Hotel” is a medium sized licensed venue, with dining, bar (2) and gaming facilities.
Unexpectedly, the food and beverage manager resigns. To fill his position the company hires Harry Houdini,
an experienced manager from another similar venue in the state. The management team of Holmes Hotel
feels that Harry has the right experience to take over the operation at short notice, and will bring some fresh
ideas into the two bars. When Harry reports for work he is shown around the club and introduced to his team
by the executive manager. The executive manager also outlines Harry’s duties, and indicates his plans for
reorganising the food and beverage department, in particular, the bars.

The following week, Harry begins to analyse the operation of the food and beverage section and finds
several disturbing facts.

 Documentation – reports and summaries were disorganised and incomplete

 RSA signage and programs for staff were non-existent
 Cashier balances were not in balance
 Bar takings were declining rapidly
 Customer complaints were high
 Staff were out of uniform and often late or not at their station

Answer the questions

1. From these facts a number of problems may occur. Take each one of these facts and detail two issues
that may arise.
Findings Issues
Documentation Issue 1

Guest files can easily get lost or mix up with other guest file documents.

Issue 2
Guest record are extremely difficult to modify since modification
generates dirty unpresentable report.

RSA signage Issue 1

If we don’t have this signage the customer (less age) maybe they want
to drink alcohol and the waiter can’t sever alcohol however this is a
legal requirement and the consequence we have to pay fiancé

Issue 2

not serve anyone who is intoxicated

Cashier balances Issue 1

further training is required for a particular cashier.

Issue 2
Money can be missing.

Bar takings were declining rapidly Issue1

To reduce such issue either improves the customer
service or give promotions so that this would get
slow.

Issue 2
MWO - SITXMGT001 Monitor work operations – Assessment 2 Case Studies --CC block F/ Dip Hosp block B - Reviewed March 2020
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SIT40516 – Certificate IV in Commercial Cookery / SIT50416 Diploma of Hospitality Management

Publicity is another way to control or we can make balance sales.

Customer complaints Issue 1

We can get the feedback from the customer.

Issue 2

Staff should be aware of custumer time and sensitive need.

Staff were out of uniform Issue 1

Proper training and the presentation of himself or herself
knowledge should be given before the allocation

Issue 2

If they don’t apply the rule finally give them warning.

:
2. Harry has identified a number of problems. With reference to the learning material, use the problem-
solving skills to explain how the identified issue (choose any one issue that Harry has identified) will be
resolved.

Ans Ans1. Identify/define the problem:

Staff were out of uniform and often late or not at their station
2. Analyze the problem. The staff don’t use the correct uniform, why the staff don’t use the
correct uniform, what could be the causes? Why the staff come late or not at their station.
3. Develop a range of solutions: Meeting with staff to jointly come up with a solution,
Researching options Meeting where he talks about how use the uniform and why is
important arrive on time.
4. Test the solutions: Getting staff to cooperate again. If the staff don’t have enough
uniform we can give that. If the staff aren’t clear about the shift we can send the email or
text about their shift.
5. Decide on the best solution: The best solution is have a meet with the staff don’t use the
correct uniform and explain what the important use the correct uniform is and the other
thing why it’s important to arrive at time

MWO - SITXMGT001 Monitor work operations – Assessment 2 Case Studies --CC block F/ Dip Hosp block B - Reviewed March 2020
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SIT40516 – Certificate IV in Commercial Cookery / SIT50416 Diploma of Hospitality Management

6. Take action: Monitoring about the action, by observation, in this way Harry can remain
the check list induction about last meeting. When all staff know about the uniform and
arrive on time.
7. Follow through: Check staff before start the shift and may sure if the staff come at time.

3. Sould Harry involve other people in making any of the problem-solving decisions? If so, who, why and to
what extent.

Ans
Workplace has various levels of people working together. This is the place where not only harry but other
people will also be working as a team. Yes, he needs other people to make any of this kind of decision so he
will not have any of the misunderstanding with any other seniors or juniors co-workers. Also this helps him to
be safe on his side.

4. Does Harry require any documents to support the changes he is making? What are these workplace
records?

Ans Yes, Harry does require making some documents to support the changes he is making. Those
documents can be:
- Return of assets
- Financial report
- Return of sales
- Quick reports

MWO - SITXMGT001 Monitor work operations – Assessment 2 Case Studies --CC block F/ Dip Hosp block B - Reviewed March 2020
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SIT40516 – Certificate IV in Commercial Cookery / SIT50416 Diploma of Hospitality Management

Case study 2
Jake is the food and beverage manager at a busy CBD hotel. Food deliveries often come when Jake is busy
with other duties. In order to meet the company policy for receiving, all items must be inspected and
checked off prior to signing the invoice. Jake has identified a responsible employee (Gerry) who shows
interest in management training.
Explain in detail. what steps need to be followed for successful delegation to Gerry?

Ans Jake being a food and beverage manager, since he has identified Gerry having a interest on the field
required, he has to train Gerry in such a way so that he would be success to handle the job in proper and
prompt way. For this Jake can follow the following steps for the successful delegations:

1. Explain the various standards necessary for establishing receiving and storing stock in the
commercial cookery kitchen.
2. Describe the receiving and storing stock in the commercial cookery kitchen.
3. List the different types of information for receiving and storing the kitchen cookery.
4. Describe two method of maintaining safety receiving and storing stock in the commercial cookery
kitchen.
5. Describe the procedure used to organize storing stock in the kitchen commercial cookery.
6. Describe the effects of temperature, humidity, light, handling techniques and storing methods on
the shelf life of food.
7. Define a requisition system and describe the method of FIFO.
8. Compare the techniques for receiving, storing in small restaurant and big restaurant as per the
size or quantity of stock received.
9. Identify the objectives of controls for receiving and storing the stock in the commercial cookery
kitchen.
10. Thus, these techniques will help Jake to train the Gerry to be successfully handle, receive and
store the stock the business.

MWO - SITXMGT001 Monitor work operations – Assessment 2 Case Studies --CC block F/ Dip Hosp block B - Reviewed March 2020
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