SITMGT004 - Monitor Work Practices and Practical Demonstration Assignment

Assignment Task

Purpose

The pre-assessment checklist helps students determine if they are ready for assessment. The Trainer/Assessor must review the checklist with the student before the student attempts the assessment task. If any items of the checklist are incomplete or not clear to the student, the Trainer/Assessor must provide relevant information to the student to ensure they understand the requirements of the assessment task. The student must ensure they are ready for the assessment task before undertaking it. 

Assessment task description:

• This is the second (2) unit assessment task that student has to successfully complete to be deemed competent in this unit of competency.
• Student needs to perform two (2) activities in this task.
• The student must attempt all criteria to the required level, e.g., Assessment criteria mentioned in the performance checklist to be deemed satisfactory in this task.

Scenario

You are the new manager of Feast of Flavours Café restaurant.

Feast of Flavours story

Feast of Flavours was begun when three school friends met for a drink, and the idea of opening a world-class restaurant was conceived with a little help from a bottle of Pinot Noir. After three years and innumerable ups and downs, Feast of Flavours was born.

Objective

A Feast of Flavours aims to create a culinary experience that gives people the most delicious dining experience possible. At Feast of Flavours, customers will discover the world's flavours and various unique cultures. It is an amalgamation of cuisines from around the globe under one roof with an ambience designed to complement the culinary joy diners will feel. Feast of Flavours will delight patrons who enjoy exploring and experimenting with flavours. The restaurant is determined to cater to any customer within 2 minutes of arrival and serve delicious food and drinks within 15 minutes of the order.

Menu options

The Feast of Flavours menu ranges from a variety of local cuisines to ones from across the globe, carefully chosen to be a part of Breakfast, Lunch and Dinner. The restaurant ambience is beautifully crafted with soft lighting, artistic decorations, and elegant design.

At Feast of Flavours, cocktails and beverages can also be curated to give a unique experience with each slow sip. A complete list of the menu options can be located on the Feast of Flavours simulated website.

Meetings & Events

Feast of Flavours is acknowledged as an industry leader in delivering the best food and service to its customers. The restaurant can also handle private or corporate events, including team outings, birthday parties, or special celebrations. Customers can choose from the options below to book for their upcoming event.

• Family Table – seats 10 guests
• Community Table – seats up to 15-20 guests
• Private Dining Room – seats up to 25-30 guests

Organisation mission statement:

We use quality, sustainably sourced products and suppliers who share our beliefs. We act in an ethical and socially responsible way and continue to improve our products and services and reduce our environmental impact.

We recognise that our team is critical to our success, and we are dedicated to employing the best people who are passionate about our vision and treating them as valued family members. We want every customer who enters Feast of Flavours restaurant to enjoy nature's beauty and feel energised and inspired.

Strategic goals:

• Take advantage of economies of scale and increase efficiencies across the café and convention centre by improving communication, and HR systems, streamlining purchasing and improving customer management systems by 20XX.
• Receive a 5-star customer service rating from Hospitality Now! (hospitality accreditation organisation).
• Receive a 5-star food rating for food from Hospitality Now! (hospitality accreditation organisation).
• Receive a 5-star rating for events from Hospitality Now! (hospitality accreditation organisation).
• Be the number one convention centre and café on the east coast by 20XX.
• Identify and successfully implement innovation ideas that benefit the business and our stakeholders.
• To continue to be recognised as a leader in sustainable practices and champion new sustainability initiatives and technology.
• To increase net profit by 10% annually.
• To improve existing and establish new supplier relationships with other innovative companies.
• To continue to learn and adopt current best practices.
• To develop leadership abilities and the team's potential to support expansion and growth strategies.

Managers’ code of conduct:

Feast of Flavours restaurant managers and supervisors must abide by the following code of conduct and behaviour expectations.

• Practice professional grooming standards.
• Be respectful to all team members, customers and other stakeholders.
• Act with integrity in all their dealings with all team members, customers, suppliers and other stakeholders.
• Be honest and transparent in all communications with customers, team members and other stakeholders.
• Be fair and consistent with customers, team members and other stakeholders.
• Act ethically in all tasks undertaken.
• Exhibit excellent communication skills, including expressing yourself positively and clearly, actively listening, asking appropriate questions and understanding body language.
• Show empathy to customers, team members and other stakeholders.
• Be flexible to the ever-changing needs of the business.
• Keep all confidential information private.

Follow all workplace policies and procedures.

Activity 1 - Plan workflow and improve workplace operations

You are currently employed as an operational manager at Feast of Flavours restaurant. Your main responsibilities are to monitor workplace operations in day-to-day inspections and provide training to staff members in order to maintain a safe and secure workplace for everyone. In this assessment task, you are required to monitor work operations in your organisation by planning and organising operational activities with the consultation of team members and management.

Currently, the restaurant employs ten full-time employees

1. John - Chef

2. Prince - Chef

3. Melisa - Waitress

4. Riya - Waitress

5. Robert - Waiter

6. Tom - Dishwasher

7. Harry -Cashier

8. Jessica - Bartender

9. Sweeney – Supervisor

10. Elicia - Team leader

You are required to undertake the role play to demonstrate the skills and knowledge to your trainer, based on which you will be assessed.

You are required to monitor the quality of day-to-day work operations in your organisation and demonstrate the ability to plan and organise operational functions, communicate effectively with team members and solve problems.

As a manager, the student must perform the following activities as part of this assignment task. Your classmates will act as your team members, and your trainer/assessor will monitor you during the role-play.

Part A

In your workplace, there is an event on Saturday evening, and your management has given you the responsibility to handle the work operations on that day. You need to plan and organise the workflow of workplace operations according to organisational policies and procedures. You are required to analyse the current workload of your team members and plan efficiently to maximise the efficiency and the quality of your customer services. You also need to ensure that this is done within budget constraints. You checked the roster of staff for this event and found that only six staff members on the roster will be working on Saturday evening. You realised that the number of staff members is not enough for the event. You need to adjust the rostering requirements. Following is the staff roster for the event in your restaurant from 6 pm to 12 pm:

You have contacted to the management and supervisor that there are not enough staff members for the event. They told you that Elicia and John are on medical leave as they worked hard last week for different occasions. Melisa and Tom are not happy to work on weekends, so they took off on Saturday evening.

Since the present staff is not meeting your rostering requirements for Saturday and you need more staff for the event. You are required to inform the management and supervisor that you need at least two more staff members for that event other than six already working staff members.

Roles and participants

Manger

You will act as a manager who will approach the senior management for additional staff required for the event.

Student 1 - senior manager

One of your classmate will act as senior manager and will call Melissa and Tom requesting them for Saturday shift.

Student 2 - Melissa

Another student will act as Melissa and will receive a call from senior manager for additional shift on Saturday. You will agree for the shift.

Student 3, Tom

Another student will act as Tom and will receive a call from senior manager for additional shift on Saturday. You will agree for the shift. You as a manager are now required to modify the staff roster by filling the template given below. You are required to delegate task and responsibilities for each team member based on their levels and skills profiles. You are required to follow the principles of effective delegation and delegation techniques while assigning roles and responsibilities to the team members. After making this roster get approval from your management. You need to plan and organise workflow for a team activities and operations in order to maximise the efficiency of the operations and staff performance.

Part B

Once your staffing requirements are met, you are required to identify and take opportunities in order to evaluate current and emerging industry trends and practices relevant to your own workplace activities and operations. For this, you are required to investigate a range of sources to collect information about current and emerging best practices relevant to your work role. once the information is identified, you are required to integrate and evaluate this information applicable to your job role. You are also required to analyse and the opportunities that can maximise the sustainability of operations and team activities in day-to-day tasks and operations. Your are required to complete the template 2 given below.

Activity 2 - Develop team plans and the team’s commitment and cooperation

Part - A Meeting 1

Meeting before the event

Roles and participants

Manager, conducting the meeting

RP 3: In this activity, you are required to conduct a meeting with your team members and discuss the goals and tasks for this event to ensure that workplace operations support overall organisation goals and quality assurance initiatives. You are required to consult with your colleagues about making improvements in the efficiency and the services provided to the customers. You are also required to discuss new technologies and innovations that can enhance the efficiency and services provided by your restaurant.

You are also required to provide feedback to your colleagues and the management to improve the future planning of the following: s

• Offering new packages or changing the inclusions that are offered within packages
• Offering a greater selection of food and beverage products
• Offering secretarial services to business clients

Team members and supervisor

Your classmates will act as the two team members and the supervisor in the meeting. They will contribute to the meeting by suggesting potential new technologies and innovations that can improve the efficiency of the services provided by the restaurant.

You are required to submit the meeting minutes template below as proof of completion of this activity.

Part B - Role Play 1

Inspection and monitoring during the event

RP 4 - On the day of the event, you are required to monitor the operations of the restaurant and examine the efficiency and service levels. You are required to ensure that the workplace operations meet the organisational objectives and the quality assurance goals of the restaurant, including health and safety practices in workplace. You are required to monitor the efficiency of operations in workplace, team and individual performance against agreed goals and objectives. Your organisation is committed to provide timely and quality services to the clients. Roles and participants

Manager

While monitoring workplace operations to ensure that workflow and progress of the tasks is on track as agreed with the team members. You observed that there is breakdown in two equipment (blender and grinder) and customer ordering systems is also having a trouble. One staff member came to you and told you that there are delays in service for customers and they are complaining about the delays of service. You need to initiate short-term actions to resolve this problem with the participation of the team members who have informed you about the problems. You need to act with your team members to handle the customers who are making complaints about delays in services to ensure the effectiveness of solutions in operations and services. Once the problem is resolved, you are required to follow-up the action taken by having a discussion with customers who faced difficulty about the solution  implemented to the problem they faced.

Customers

Two or three students are required to act as angry customers who have experiencing a delay in their orders.

Part-C ROLE PLAY-2

Two of your team members are assisting a customer with disability.

Customer

One of the students will act as a customer with disability. Two team members will be assisting this customer.

RP 5- You were observing the performance of all staff members and found that the two employees are not performing according to the organisational standards. They are having difficulty to assist customers with disability because they haven’t handled person with disability before. This may have a long-term impact on operations of the restaurant. You need to provide the potential solution to this solution by providing necessary feedback, coaching and support to these two team members on the spot. After the event, you are required to organise a training session for the team to deal with customers with a disability. Once you provide them training, you are required to assess their performance afterwards. .

PART-D MEETING-2

RP 6 - After the event, you are required to conduct another meeting with the entire team. Discuss the event with the team members in detail. You are required to share information with the team about their performance, your experience and observations based on the event, you are also required to ask for the ideas from the team about the things that could have made the event even better. You are also required to challenge and test their ideas in a positive and collaborative manner. You are required to give feedback and ideas about new approaches of improvements in workplace operations and staff activities.

RP 7 - As a part of this activity, you are required to prepare and complete the following records and reports of operations in templates and submit it to your trainer/assessor.

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