SITXMGT001 Monitor work operations

Assessment 1 – Case Study

You are to analyse the above scenario and answer the following questions in details.

Use a report format in use a professional font like Times New Roman size 12.

1. Overlooking the situation how could the manager at PAX Café planned his afternoon to
run more smoothly?

First of all, manager should set the Father’s Day lunch menu for the day. Manager should make a
plan before start and set a goal for each staff. They could provide limited dishes in the menu which
is easy to handle or promote. You could set the tables with water bottles and glass on the
tables before start.
2. Consider the workload of each individual staff member and the tasks that they had to
complete, what could the manager have done to reduce the workload of the staff?

They should give different tasks to each staff which makes the task easier. They should make pre –
preparation of food on special events. Manager could provide best equipment and technical
facilities. The manager could hire immediately to other staff member from their roaster

3. How could the manager have delegated duties better?

They should give different tasks to each staff which makes the task easier. They should make pre –
preparation of food on special events. Manager could provide best equipment and technical
facilities. The manager could hire immediately to other staff member from their roaster.

4. What were the 6 main problems that had arisen at PAX Café on Father’s Day?
1. Delays and time difficulties
2. Equipment maintenance
3. Rostering requirements
4. Staff performance
5. Staffing levels and skills profiles

SITXMGT001 – Assessment Booklet –Student copy

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 SITXMGT001 Monitor work operations

6. Lack of customer services on different situations

5. In your opinion how could the manager and the staff have dealt with each situation
better?

1. Communicate more than you think you need to.

2. Show where they fit in the company mission.
3. Create their performance goals together.

6. Please provide short term solutions for these situations that could have made
everyone’s (customer/colleagues) more enjoyable. Also discuss the long-term
solutions to prevent this from re-occurring

Short term solution to the problem that has arisen at Boleros restaurant as in perspective would be
to handling responsibilities and assigning duties and managing tasks pre-handedly as a pre-conceived
house full was already expected this afternoon as it was the Father's day. I would have set out more
tables and asked two of my staff members to stay only by tables and provide initials or starter foods
and waters and keep the customers engaged in munching so as to feel appealed even free snacks by
restaurant as overwhelmingly distressing the customer is not a better option. I would have alarmed
kitchen staff 3 hours before specifically about the potential situation that may come true as odds of
the day and would have demanded them to prepare their basic ingredients pre handed so when
orders come in abundance they could only fill the requisites for quick response.
For longer term i would calendar mark important days or days when there are more visitors and
overloading on the restaurant and start sketching scheduling tasks, outsourcing more employees and
kitchen utensils if needed for the specific day pre-handedly so there come to be no mess in our
service provisions as customers satisfaction is the pith behind business success.
7. Describe some service procedures that you could implement to monitor each member
of the F.O.H. team?

Schedule regular meetings with team members and ensure that the team objectives are
communicated clearly.
Discuss time frames for the completion of tasks.
Facilitate ongoing training in the workplace and implement mentoring programs.

SITXMGT001 – Assessment Booklet –Student copy

Version 4.20 Copyright Pax Institute
CRICOS No. 03152D RTO No. 22207 Page 2 of 3
 SITXMGT001 Monitor work operations

Encourage and reward multi-skilling.

8. List 6 points that should be discussed in a pre-service briefing
Schedule regular meetings with team members and ensure that the team objectives are
communicated clearly
Discuss time frames for the completion of tasks.
Facilitate ongoing training in the workplace and implement mentoring programs.
Encourage and reward multi-skilling.
Share information among team members.
Maintain accurate records that can be used for planning
9. As the manager, what coaching, and support can you give to the F.O.H to ensure
smooth service for the B.O.H.?
• A traineeship.
• Mentoring the employee.
• Coaching the employee.
• Organising training at an RTO or TAFE institute to provide off the job training.
• Providing formal in-house training.

• Excellent grooming.
• Never ask a person to do a job that you yourself would not.
• Don’t go out to long lunches.
• Treat all people with respect.

SITXMGT001 – Assessment Booklet –Student copy

Version 4.20 Copyright Pax Institute
CRICOS No. 03152D RTO No. 22207 Page 3 of 3