Assessment

Unit Name / Monitor work operations
Unit Code / SITXMGT001A
Student’s Name

Task:

Students are required to read the following tasks below. Students are to submit one formal report covering all points detailed in each task below. The report must follow AOI Institute’s document standards and guidelines on report structure given to students on the commencement of their studies (this can also be accessed in the student’s portal). Students are permitted to ask trainer for clarification of any question, but will not be given any assistance, or hints as to what the answer could be. Assessments should be submitted electronically via the student’s portal on or before the due date given to by the trainer.

Task 1:

Did the student describe how they would monitor the work hours of the kitchen staff and the efficiency involved in those hours?

Did the student identify relevant problems associated with adjusting staff levels to attain the requested improvement?

Did the student show what consultative process they would use to allow for procedures and systems (including rosters and a new menu) to be adjusted?

Did the student give quality assurances so that the customers will not be affected?

Did the student indicate the time frame involved in their changes?

Did the student list the equipment that would enhance the kitchen performance?

Did the student include the cost of the equipment?

Did the student illustrate the consultation process with the staff?

Did the student indicate how a new menu would enhance or lessen the ‘bottom line’?

Did the student show the delegation process that would be involved?

Did the student analyze whether they would need new job specifications to be written?

If so, did the student state how many of new job specification would be needed?

Did the student analyze whether any training was necessary to accommodate the new jobs if thatwas the option they recommend the owners to take?

Did the student estimate a budget for retraining if necessary?

Did the student prioritize the tasks given if necessary?

Did the student describe how day-to-day operations would not be negatively affected with the proposed changes?

Did the student make sure that the customers’ needs were always considered when reappraising staff levels?

Task 2:

Did the student write a report addressing the problem in the scenario in the short-term?

Did the student suggest how to improve the workplace operations, as well as solving the immediate and long-term problems caused by the malfunctions in the laundry?

Did the student include explanation of who they would involve in communication, planning and decision-making process and justify their answer?

Did the student analyze how they would make decisions about the long-term future of the laundry operation?

Did the student determine whether it was still a financially sound proposition, given the following issues?

The age and condition of the equipment

The performance of the department over the past 5 years

The time elapsed since the decisions regarding purchase of equipment versus contracting or leasing were made

The age and condition of the current linen stock-on-hand

The size of the laundry payroll

The business risk caused by machine breakdown

Task 3:

Did the student write a report addressing the problem in the scenario?

Did the student analyse how Rosanne, or her staff could work smarter rather than longer?

Did the student advise on how to handle the staff shortage?

Did the student suggest how complaints could be reduced or resolved before reaching the General Manager?

Did the student state, what they would say to the General Manager or ask of them provided they were Rosanne

Did the student state, how they would handle their staff provided they were Rosanne

Trainer’s Name:Date: / /

Trainer’s Signature: Student’s Signature:

Reviewed

Auditor’s name:Date: / /

Auditor’s Signature:

Instructions for assessor(s)

Ensure the completeness of this form before handling to the training manager. Students should use extra sheet to answer their questions. Ensure that you have attached the “answer sheet” to this cover.

Results of this assessment are to be recorded in to the SAFHIN system.

Person responsible for recording to SAFHIN:

SAFHIN Code:

Assessment Tasks

Task One:

The partners who own the 240 seat tourism restaurant where you work as General Manager have decided to reappraise the staffing levels of the kitchen. They say there are too many hours being wasted through idle staff and as a result the bottom line of the business is suffering. They say the efficiency of the kitchen has to be analyzed and it is claimed there is a 10% improvement needed in performance.

You are required to investigate this request to see if workplace operations can be modified to meet their requests and how you would instigate these changes for organized work flow.

Requirements:

  • Describe how you would monitor the work hours of the kitchen staff and the efficiency involved in those hours – this would also mean you need to identify relevant problems associated with adjusting staff levels to attain the requested improvement
  • Show what consultative process you would use to allow for procedures and systems (including rosters and a new menu) to be adjusted. Show that in this area, quality assurances can be given so that customers will not be affected and indicate the time frame involved in your changes
  • List the equipment that would enhance the kitchen performance and the appropriate cost. Illustrate that you have consulted the staff about this and indicate how a new menu would enhance or lessen the ‘bottom line’.
  • In your new plan, you must show the delegation process that will be involved. Will you need new job specifications to be written? If so, how many? Will training be necessary to accommodate the new jobs if this is the option you recommend the owners to take? Estimate a budget for retraining should it be necessary. In order to increase staff performance, you will have to prioritize the tasks given.
  • Describe how day-to-day operations will not be negatively affected with your proposed changes Reappraising staff levels is an ongoing issue in modern management of all hospitality businesses and during the process, customers’ needs must always be considered. It is that fine line between customer satisfaction and increased profit margins that shows true management skill in restaurant operation.

Task Two:

Hotel Futura has a fully operational in-house laundry, which has operated efficiently for5 years. The decision to purchase new commercial laundry equipment was made 5 years ago after a lengthy cost-benefit analysis process.

During the cost-benefit analysis, the options of leasing or buying second hand equipment were ruled out and the option of using a contract laundry was deemed to be less cost-efficient than doing the laundry in-house.

The manufacturer’s warranty is due to expire in two months and this week 3 of the 5washing machines have broken down, requiring major repairs. There are 2 gas dryers, 2 extractors and 2 ironing presses made by the same manufacturer that have operated continuously without major problems. These all had a three year manufacturer’s warranty which expired 2 years ago. The in-house maintenance department regularly services these ‘old beauties’.

The laundry operates with 12 line staff, a supervisor, plus a manager and does the entire hotel guest linen, all the restaurant and functions table linen, staff uniforms, as well as the kitchen rags.

*

At present, the machinery breakdown is causing:

  • Insufficient linen supply for all departments
  • Delays and time difficulties
  • Stress for the Housekeeping and Laundry staff
  • Operational problems
  • Failure to deliver promised service to customers

Requirements:

  • In your report explain how you would address this problem in the short-term
  • Analyzehow you would make decisions about the long-term future of the laundry operation
  • Include suggestions on how to improve the workplace operations as well as solving the immediate and long-term problems caused by the malfunctions in the laundry
  • Include explanation of who you would involve in communication, planning and decision-making process and justify your answer
  • Determine whether it is still a financially sound proposition, given the following issues:
  • The age and condition of the equipment
  • The performance of the department over the past 5 years
  • The time elapsed since the decisions regarding purchase of equipment versus contracting or leasing were made
  • The age and condition of the current linen stock-on-hand
  • The size of the laundry payroll
  • The business risk caused by machine breakdown

Task Three:

The sublime Point hotel’s housekeeper, Rosanne, was in a constant state of worry, faced with one crisis after another. Her assistant, Marcus, was overseas for three months, and although it was not a peak season, she was experiencing endless problems meeting deadlines, mainly as a result of staff shortages. There had been an average of three housekeeping-related complaints a day and the General Manager had called to make an appointment with her to discuss these problems (and no doubt her future employment). Clearly, Marcus had played a bigger role than she had realised in heading off complaints, and the only path she could see clear to her was working around the clock until he returned.

Write a short report covering the following points:

  • How can Rosanne or her staff work smarter rather than longer
  • Your advice on how to handle the staff shortage
  • How complaints could be reduced or resolved before reaching the General Manager
  • If you were Rosanne, what would you say to the General Manager or ask of them
  • If you were Rosanne, how would you handle your staff