BSBWOR203 Work effectively with others

Name: Luqman Yaseen Date: 27/11/2022 Class:

Assessment 1

STUDENT NAME: Luqman yaseen

STUDENT ID: (if applicable) 0000017600

DOB: 10-08-1992

ASSESSMENT DATE: 27-11-2022

STUDENT DECLARATION:  I certify that this is my own work.

STUDENT’S SIGNATURE: Luqman Yaseen

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ASSESSOR’S NAME:

ASSESSOR’S COMMENTS:

(if applicable)

 SATISFACTORY  NOT YET SATISFACTORY

ASSESSOR’S SIGNATURE:

DATE:
Instructions

Read the activity questions below and provide responses as indicated:

1. You have successfully gained employment at the reception of the new Plaza Hotel. Your position
description outlines the details below:

Job Title Receptionist

Employment
Full time
Arrangements

Reporting to Front Office Supervisor

Liaising Reception staff; concierge; housekeeping

Under the direction of the Front Office Manager or Supervisor,

the receptionist is responsible for all activities relevant to the
Front Desk. This includes reception, check-in/out, rooming of all
Key skill requirements
Hotel guests, foreign currency exchange and assisting guests with
inquiries. The receptionist should promote and follow the
desired work culture and ethos.

Date of commencement 01.04.2014

Experience with international clientele and extensive knowledge

of local area. Basic knowledge of English, French and
Desirable
Mandarin due to our client base. Diploma and 2-3 years
experience in a similar role

a. What are your key duties?

Responsible for all activities relevant to the Front Desk, includes reception, check-in/out, rooming of
all Hotel guests, foreign currency exchange and assisting guests with inquiries.

b. To whom do you report?

Front Office Supervisor

2. Choose a position relevant to your area of training e.g. receptionist, apprentice chef or similar
and draw the typical hierarchy with roles and responsibilities from Director or General Manger
down to your relevant department’ roles:

Sketch of Hierarchy:

General Manager: Maintain quality service by establishing and enforcing organization standards,
organizes production, marketing, field, and technical services policies and practices.
Kitchen supervisor: Supervise cooks and kitchen helpers, make sure all employees adhere to health
and safety standards, interview, hire and fire kitchen staff, purchase food and kitchen supplies,
and may file requisitions with the purchasing department for large equipment. They schedule
routine linen and cleaning services, as well as equipment maintenance and waste removal.
Apprentice chef: Preparation and presentation, baking, sweets and desserts, coffee and hot
beverages, engaging with our team and their daily needs, facility cleaning and maintenance,
ensuring the highest standards.

3. Your workplace policy states in 3.0. – Dress code for front-of-house Positions : Shoes and foot
attire

All footwear must comply with Workplace, Health & Safety requirements for the area of work, as
well as the following:
 Shoes must be black/navy for uniformed staff, clean and in good repair.
 Shoes must have non-slip rubber soles and heels which are in good condition. This is a safety
requirement.
 Only fully closed-in shoes with heels being a maximum height of 3cm are to be worn.
 (– Thongs, sandals or deck shoes are not acceptable forms of footwear.)
 Staff required to do any style of lifting/manual handling must have flat non-slip rubber soles
unless otherwise approved through Workplace, Health & Safety.
 Hosiery and socks must complement the uniform and be without holes or ladders.
 Socks must not be worn with skirts.

1. What colour shoes must be worn on the job?

Black/Navy

2. Which types of shoes must be worn if you do lifting or manual handling tasks?
Flat non-slip rubber soles
3. Could you wear blue socks with a black uniform?
Yes
4. You have now been employed for a period of 4 months and are keen to find out how your job
performance is perceived in order to identify shortfalls and improve your work and service
skills.
Provide 3 different methods for obtaining feedback in the workplace from colleagues and
customers and describe how this can be done objectively:
Customer feedback-There are many forms of evidence that help you to assess how your
customers rate your service. One of them is when you obtain feedback from customer through
arrange of media, personal feedback and observation, mystery shoppers and measuring
compliments and complaints. Peer Review- In many cases, the people who are the more
 informed about the performance of employees are the other employees who work alongside
them. Peer reviews are therefore useful, but if used they should be conducted anonymously.
Each employee can rate the others members of their team, using rating scales or rankings 360°
Feedback- Is seeking out the views and opinions of all these different parties. It should be
conducted anonymously so that the person being reviewed doesn't know who said what.
5. Your supervisor has told you to consider time and resource constraints when planning and
organising your busy work schedule.

Explain how your daily tasks should be planned efficiently and provide examples for resource
constraints which could impact on your work.

6. Explain your responsibilities for complying with the following types of legislation and ethical
standards and state where you could find information relating to these:

 Workplace Health and Safety

Provide a safe, healthy and secure workplace for their employees. Every worker is required
to follow the WHS procedures, practices and guidelines of their workplace.

 Privacy Act
Business has the right to record and keep personal details of staff members. Whenever this
information is taken, it is subject to privacy laws.

 Environmental Sustainability
Recycling and environmental concerns are not only good for the environment, but they also
make good business sense, because they can save the business money with only small
changes to work practices.

 Code of Conduct / Ethical Principles

Some codes of conduct are voluntary, which means they are a suggestion, but some codes
are mandatory, which means that you must do as they say.

 Anti-discrimination
Staff must ensure that their work activities and behaviour is carried out fairly and
respectfully of others and that they follow the organisation's policies and procedures.
 Provide 3 examples how you could support to your colleagues in the team to ensure work goals
are met:

i. Combine skill sets and provide an opportunity to learn from others, and incorporate
different skills into one team increases the effectiveness of the team.
ii. Provide a sense of togetherness and camaraderie to increase morale and encourage a
fun atmosphere.
iii. Create extra motivation for others members by making the work environment a
beautiful place to work, rest and have fun at the same time.

7. Provide 5 examples how the performance of individual team members in a work group can be
improved to enhance knowledge, skills and enhanced delivery of products and services:

Coaching and Mentoring

A coach or mentor is another member of staff who can help out other staff by sharing their
knowledge and experience. They may be a supervisor or a more senior staff member of the team.
Coaches and mentors are important to a team as they pass on the correct ways of doing the tasks
required. They can also identify weaknesses and areas for improvement, which can then be
incorporated into future training.
Skills Assessment
Analysing the skills that you have and comparing them to the skills that are required or desirable is
known as a skills assessment. By identifying the gap between the skills you have and the skills you
need, you and the business can determine what training is appropriate.
Performance Appraisals
Most businesses implement some form of performance appraisal, which involves analysing your
work performance and comparing it to the goals and KPIs. A formal review may be done annually
with less formal reviews done periodically. At the start of your job you may be on a probation
period, which will have a review at the end of it.
Work Experience
In many companies, there is an opportunity to gain experience doing different roles or to
experience similar roles in different properties. International companies with properties in different
countries often provide international exchange opportunities.

As part of a formal training course, your existing skill set may be assessed. This can help determine
your current competence level and also recognise your existing skills. This may mean that you
receive recognition of certain skills and therefore only have to complete the training in skills you do
not already have.

8. Provide 3 common reasons for conflict in the workplace:

 Jealousy
 Communication problems,
 Clashes of culture,
 Religious differences
  Sexuality.

9. What is loafing? How can loafing be managed?

Loafing is often due to a lack of motivation and can be overcome by management providing the
3Cs: Collaboration - Giving people specific tasks that contribute to the success of the team will
make them feel an integral part of it. By giving them a specific role, they will feel an obligation to
complete their tasks.

10. How could the following communication barriers affect effective communication or cause
problems in a team

• Assumptions

Assuming others see the situation the same as you or have the same feelings about the
subject can lead to miscommunication.

 Perceptions

Defensiveness, distorted perceptions from the past and guilt can all change the message. For
example, if you do not like a person you are often interpreting their message negatively.

• Distrusted source
Stereotyping and projecting your beliefs onto other people often results in
misunderstanding. Just because you think one way about a particular subject doesn’t
mean that the other party thinks the same way.

 Cultural differences

There are differences in approaches to communication across cultures which include how
close we stand to a person, the eye contact when speaking and the forms of address.
11. Provide 3 examples how you can overcome communication barriers. What would this require
from you?

1. Checking whether it is a good time and place to communicate with the person.
2. Checking that the person has understood you correctly.
3. Being clear and using language that the person understands.

12. List the steps and procedures for effective conflict resolution as part of a team:

Clarify what the disagreement is. Clarifying involves getting to the heart of the conflict. The goal
of this step is to get both sides to agree on what the disagreement is. To do this, you need to
discuss what needs are not being met on both sides of the conflict and ensure mutual
understanding. During the process, obtain as much information as possible on each side’s point
of view. Continue to ask questions until you are certain that all parties involved (you and those
on either side of the conflict) understand the issue.
Establish a common goal for both parties. In this step of the process, both sides agree on the
desired outcome of the conflict. “When people know that they’re working towards the same
goal, then they’re more apt to participate truthfully to make sure that they reach that end goal
together.” Kimberly A. Benjamin explained in a recent BLR webinar. To accomplish this, discuss
what each party would like to see happen and find a commonality in both sides as a starting
point for a shared outcome. That commonality can be as simple as “both sides want to end the
conflict.”
Discuss ways to meet the common goal. This involves listening, communicating, and
brainstorming together. Continue with both sides working together to discuss ways that they can
meet the goal they agreed on in step 2. Keep going until all the options are exhausted.
Determine the barriers to the common goal. In this step of the process, the two parties
acknowledge what has brought them into the conflict and talk about what problems may
prevent a resolution. Understanding the possible problems that may be encountered along the
way lets you proactively find solutions and have plans in place to handle issues. Define what can
and cannot be changed about the situation. For the items that cannot be changed, discuss ways
of getting around those road blocks. Agree on the best way to resolve the conflict. Both parties
need to come to a conclusion on the best resolution. Start by identifying solutions that both
sides can live with. Ask both sides and see where there is common ground. Then start to discuss
the responsibility each party has in maintaining the solution. It’s also important to use this
opportunity to get to the root cause to ensure this conflict will not come up again. “A lot of times
when we try to fix problems, we get so caught up in fixing it that we do not identify what we
need to do so it doesn’t happen.” Benjamin cautioned.
Acknowledge the agreed upon solution and determine the responsibilities each party has in
the resolution. Both sides need to own their responsibility in the resolution of the conflict and
express aloud what they have agreed to. After both parties have acknowledged a win-win
situation, ask both parties to use phrases such as “I agree to…” and “I acknowledge that I have
responsibility for.