Assessment Tasks and Instructions

Student Full Name PATEL SACHINKUMAR HASMUKHBHAI

Preferred Name SACHI
Unit code SITXMGT004
Unit Name Monitor work operations
Trainer/Assessor NABIN SHAHI
Due Date Due Date within your moodle on: Alliance College - Online Resource Center

Assessment for this Unit of Details

Competency/Cluster
Assessment 1 Short Answers
Assessment 2 Case Study
Assessment 3 Project

Attempt Number
Student to highlight correct attempt number. Assessors to adjust if not correct or entered.
By due date or before Corrections to be made within 2 weeks

1 2 3
Assessments must be your OWN work. Fees will apply if proven and an alternate assessment may be given.

Current Grade of this assessment

S  NYS  RE  NS  PTC  RS W
S = Satisfactory, NYS = Not Yet Satisfactory, RE = Reschedule due to no attendance, NS = No Submission received,
PTC = Practical to be completed, RS = Re-sit practical, W = Withdrawn from unit,

Feedback / Comments

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Student Assessment Guidelines
What will be assessed
Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this
unit:
 work organisation and planning methods appropriate to the industry sector
 leadership and management roles and responsibilities in the relevant industry sector
 operational functions in the relevant industry sector
 procedures and systems to support work operations:
 administration
 health and safety
 human resources
 service standards
 technology
 work practices
 concepts of quality assurance and how it is managed and implemented in the workplace
 sustainability considerations for frontline operational management:
 relationship between operational efficiency and financial sustainability
 ways of minimising waste in the relevant work context
 social responsibilities of the operation
 time management principles and their application to leaders and managers for planning own work and the
work of others
 principles of effective delegation and delegation techniques in a frontline management context:
 clear communication of what is required
 gaining commitment
 no undue interference
 regular reporting
 selecting the right person
 problem-solving and decision making processes and techniques and their application to typical workplace
issues
 industrial or legislative issues that affect short-term work organisation appropriate to the industry sector:
 relationship of relevant industrial awards to hours and conditions of work
 ensuring systems and procedures meet work health and safety requirements.

Place/Location where assessment will be conducted

 Alliance College

Resource Requirements
 Alliance College - Online Resource Center

Instructions for assessment including WHS requirements

 Answer the questions on the following pages and upload this assessment and all other supporting
documents to Alliance College - Online Resource Center (within this unit)
 Follow any instructions given by trainer in regards to WHS procedures.
Performance objective
 Performance evidence if any.

Due Dates
The assessment task is due on the date specified by your assessor. Any variations to this arrangement must be approved
in writing by your assessor. Submit this document with any required evidence attached. See specifications below for
details.

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Knowledge Assessment
Question 1 KE1.0
As a manager in a busy restaurant how would you plan/organize the workday so that you make the most
of your staffs’ time at work? (What work organization methods could you use?). List 2 (two)

Question 2 KE2.0

Being a manager/leader, you have specific roles and responsibilities. List 2 (two) roles that a manager
does and (2) two responsibilities have.

a) Roles of a Manager
i.

ii.

b) Responsibilities of a Manager
a)

b)

Question 3 KE3.0

In your own words describe what are the operational functions (core activities) of a hospitality business.
(What does a hospitality business do/offer?)

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Question 4 KE4.1,4.2,4.3,4.4,4.5,4.6
Scenario:

You are the manager of a busy, upscale restaurant in the heart of a bustling city. Your restaurant is
known for its exceptional food, impeccable service, and elegant ambiance. Recently, you've noticed a
decline in customer satisfaction scores, and some employees have expressed concerns about their
workload and safety. You decide to address these issues by implementing changes to various aspects of
your restaurant's operations.

Describe how you would develop and implement procedures and systems to support the following
areas:

a. Administration

i. How would you streamline administrative tasks to ensure efficient and organized operations in
your restaurant?

ii. What steps would you take to improve communication and coordination among different
administrative departments?

b. Health and Safety:

i. What measures would you put in place to enhance the health and safety of both customers and
employees in your restaurant?

ii. How would you ensure that all employees are trained on safety protocols and aware of their
responsibilities?

c. Service Standards:

i. How would you establish and maintain consistent service standards to regain and exceed
customer satisfaction levels?

ii. What tools or training programs would you implement to help your staff deliver exceptional
service?

d. Technology:

i. What technological solutions or upgrades would you introduce to enhance the efficiency of
restaurant operations and improve the customer experience?

ii. How would you ensure that both customers and employees are comfortable with and trained on
the new technology?

e. Work Practices:

i. How would you assess and modify existing work practices to align with the changes you're
implementing

ii. What strategies would you use to foster a culture of continuous improvement among your

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 restaurant staff?

Question 5 KE5.0
Q5.1 What do we mean by quality assurance?

Q5.2 List the 6 (six) steps needed to create and implement a quality assurance plan in the workplace.
1.
2.
3.
4.
5.
6.

Question 6 KE6.1
For a business to be financially sustainable it must be profitable. What are 3 (three) ways you could
increase a business’s operational efficiency and therefore become more profitable?

1.

2.

3.

Question 7 KE6.2
List 2 (two) ways of minimizing waste in your workplace.

i.

ii.

Question 8 KE 6.3
a) A business should be 'socially responsible'. In your own words, what do we mean by social
responsibility?

b) Please give 1 (one) example on how your workplace could be socially responsible?

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Question 9 KE 7.0
a) list 4 principles of Time Management
1. clear vision
2. focused time
3. one thing at a time
4. closed to-do list

b) What could happen if you or your work colleagues have ‘Poor Time Management Skills’?

Question 10 KE8.1, KE8.2, KE8.3, KE8.4, KE8.5

Read the following scenario about the principles of effective delegation and delegation
techniques.

Miles is a senior manager of The Alliance Hotel, the premier hotel in Australia.
Part of Miles’ responsibilities as the senior manager is to delegate tasks to the team he is
handling. His team comprises of the following:
 Keith, a former cashier at a local diner
 Henry, a bellboy (concierge) who had been with the hotel for 5 years
 Tommy, a fresh graduate of hotel and restaurant management
To ensure that the operations run smoothly, Miles must select the right person for every
job role. From experience, he knows that people perform better when they have relevant
background on the tasks they’re performing. Knowing that Keith has background as a
former cashier, he delegates him to attending the front desk. Miles then delegates Henry
to usher incoming guests and guide them to their needs. Then, as a graduate of hotel and
restaurant management, Miles assigns Tommy to assist him in creating reports.
Every day before starting the shift of each staff, Miles briefs each staff on their tasks for
the day. He ensures that each staff understands what is required to be accomplished.
Miles requires each staff to confirm understanding and commitment. Over the course of
the day, he makes rounds on sections of the hotel to ensure that each employee stays
committed to their respective tasks.
Miles requires each staff to report their day with him before the day ends to check for
concerns and issues encountered in completing their tasks. On the next day, Tommy
must collate the reports of each staff and provide a summary of concerns and issues
encountered. Miles designates a quiet space for Tommy to ensure that there will be no
interference when Tommy makes the report.

Answer the questions that follow.

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a) In your own words explain how Miles chose to delegate the right person for every job
role.

b) What does Miles do to ensure that his staff understands clearly what is required of
them?

c) How does Miles gain the commitment (to do their job) of each employee?

d) How does Miles checks on any concerns and issues encountered by the employees in
completing their daily tasks?

e) How does Miles ensure that there will be no interference when Tommy makes his
report.

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Question 11 KE 9.0
Read the following scenario about problem solving and decision making in the workplace.
Answer the questions that follow.

Scenario 1
Kris works as a Human Resource staff at The Continent Hotel, a premier hotel in Australia.
The organisation lost four workers in the previous week due to various reasons, and the
department is now understaffed. To resolve the loss of manpower, Kris encouraged an
increase in the hiring efforts to replace lost workers.
However, until the lost manpower is replaced, the organisation must compensate this by
requiring the current workers to work for longer hours so that productivity is
uncompromised. This caused the workers to express dismay on the extra hours they spend
without compensation. Kris advised management to provide overtime pay to the workers
that needs to work extra hours.
a. Identify the solution that Kris advised to resolve the loss of manpower.

b. Identify the solution that Kris advised to resolve workers expressing dismay over the
organisation’s new policy.

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Scenario 2
Hustle is an art gallery known for featuring contemporary art in Australia.
In summer times, Hustle’s art gallery becomes too humid for guests to enter. To resolve this,
the gallery opens their back windows to let air circulate inside the premises. However, this
is still not enough to make the area conducive for guests to visit.
The management team of Hustle identified other solutions to the issue:
 Installation of air conditioning which would require $10,000 monthly running cost
 Installation of fans around the gallery which would require $1,000 monthly running
cost
 Close down temporarily during summer times to avoid extra expenses
Knowing that the gallery barely exceeds a monthly profit of $10,000, installing air
conditioning would not be advisable as this would only consume bulk of the monthly profit.
Closing down the gallery temporarily during summer times would cut extra expenses but
would consequently lose profit that the gallery uses to sustain its monthly expenses.
Installing fans around the gallery would both solve the heat issue and keep the finances of
the gallery afloat, and thus, was chosen as the best choice to make.
a. Outline the three solutions to the issue found by the management team of Hustle.

i.

ii.

iii.

b. Briefly explain how the management chose installation of fans as the best decision to
make.

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Question 12 10.1,10.2

As a manager there will be times that you use contract labor (short term work) to help you
fill gaps in your workforce. An example of this may be that you are providing the catering
for a large wedding, and you don’t have enough staff to act as floor staff running food and
drink. In this case you could use temporary staff from an agency such as Pinnacle

Answer the following questions about using contract labor (short term workers)

a. When it comes to work health and safety requirements who is responsible for
ensuring short term workers understand and follow the correct procedure, you as the
manager or Pinnacle as they supplied you the staff?

b. If you offer your staff ‘staff meals’ at a reduced price or free, do you need to offer the
same deal to short term workers and why?

c. Do you need to follow the Hospitality Industry General Award regarding hours and
conditions of work when using short term workers?

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