SITXHRM003 Lead And Manage People Assessment Answer

1. approaches to meet the KPIs.
2. Define constraints to meeting KPIs.
3. Know what to do if KPIs are not met.
4. Use appropriate methods of communication.

For Part B you are required to establish a set of evaluation criteria to monitor and evaluate the performance of staff. The following points need to be developed for Part B:

1. Set job responsibilities and tasks
2. Relate job responsibilities to specific performance indicators
3. Employee feedback collection
4. Professional development opportunities
5. Bonus and reward systems
6. Provide employees with feedback
7. Delegating tasks

You are required to address all questions to achieve competence. Your trainer will provide you with instructions for time frames and dates to complete this assessment.

Once completed, carefully read the responses you have provided and check for completeness. Your trainer will provide you with feedback and the result you have achieved.

The responses provided in this project will form a basis for a practical observation for Assessment

3.

Assessment 3 – Practical observation & Report

1. You are required to wear a complete uniform applicable to your area of training or as instructed
2. Your personal presentation must reflect the standards typically expected and acceptable in the tourism, hospitality, and events industry.
3. The observation consists of 3 parts:
   • Part A Planning monitoring
   • Part B The monitoring process/Observation
   • Part C Evaluating monitoring processes
4. Part A – Prior to the observation. Planning

Select 4 different activities relevant to your job role or workplace activities with your trainer from the list below. You will need to develop a plan for the situation(s) where you undertake monitoring as detailed in Part A of this assessment below.

decision-making delegation of tasks information provision of feedback motivation through recognition and rewards planning and organizing

5. Part B – Observation – You will be observed completing the 4 different monitoring activities you selected in Part A.
6. Part C – Post monitoring/observation. Evaluating the monitoring processes

Part C requires you to evaluate the workplace practices, the effectiveness of communication, task allocation and delegation, and the feedback provisions that were employed during the monitoring instances. As part of continuous improvement and critical self-reflection, for each deficiency identified, a realistic improvement needs to be provided which can be implemented for future service instances.

The observation criteria in each Part of this assessment below provide a guideline for criteria relevant for each task.

Assessment 1

Your Task:

Answer the following questions below. All questions must be answered.

4.

5.

6.

3.

3.

4.

2.

3.

2.

3.

2.

3.

Assessment 2

Your Tasks:

Part A – Setting managing and communicating Key Performance Indicators

For this assessment, you are required to consider a scenario from your industry and then set key performance indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what the current KPIs are and set target KPIs to be achieved.

You will then need to:

1. Set and measure KPIs.
2. Use new or innovative approaches to meet the KPIs.
3. Define constraints to meeting KPIs.
4. Know what to do if KPIs are not met.
5. Use appropriate methods of communication.

If more space is required for any answer you can attach a separate page containing the name, assessment date, unit title unit code, and the assessment task number and attach this page with the current assessment task before submission.

Please choose ONE of the following scenarios which most closely resembles your industry.

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1^st edition version: 1/2020

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Hospitality Scenario:

You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly management meeting.

Mr. McElm, the new GM has reviewed the Sales and Customer service history from the past 12 months and accordingly developed and set new targets to improve the organization’s customer service provisions and sales targets.

The following aspects will need to be addressed in the F&B section:

Tourism Scenario:

As the team leader at Bulga Bulga adventure tours you are responsible for overseeing the promotion, booking and tour guide teams of guided bus tours in outback Australia.

The managing director has set business targets he would like to see achieved over the next 12 months. They are:

Events Scenario:

You are the Team Leader of the Events Management team and have received an email from your Managing Director. Part of the email reads:

——

Good Morning,

I need to draw your attention to some problems that have recently come to my attention.

On the eventmanagement.com website, our company has received 14 poor reviews out of 22. This means only 37% of people are giving positive reviews. In my opinion anything less than 80% of positive reviews is unacceptable. The 2 most common reasons given for the poor reviews are the poor quality of catering, and that events did not run on time.

We know from our own customer feedback that our customers are generally very happy with our service, so I believe getting more of our happy customers to post would be a great advantage and boost our ranking on the site. As we have almost 50 customers per month I would like to see at least half of these encouraged to post positive reviews online.

Also, our repeat customer figures show that only 5 of our 50 customers last month were from repeat business. I would like to see this increase from 10% to the industry average of 20%.

As team leader, I am relying on you to make the team aware of the problems, set targets for improvement, and see that they are achieved over the next 6 months.

Regards,

Ed Ventura, MD.

From this email the goals are:

1.Set and measure KPIs

NOTE: Please choose ONE of the previous scenarios which most closely resembles your industry to set the following KPIs.

Based on the chosen scenario, create 3 KPIs to help you monitor and manage the department.

Model Hospitality KPIs KPI 1:

KPI 2:

KPI 3:

Model Tourism KPIs KPI 1:

KPI 2:

KPI 3:

Model Events KPIs KPI 1:

KPI 2:

KPI 3:

2.New or innovative approaches to meet the KPIs

For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to employ innovative approaches (procedures, processes, systems, technology, etc) to make sure that you and your team achieve each KPI.

3. Constraints to meeting KPIs.

What could prevent you (organisational constraints) from implementing these new techniques? What needs to be considered?

4. What to do if KPIs are not met.

What will you do if you identify that staff members struggle or do not achieve the set targets? Think about the technique you would use to find where the problem lies, who you would communicate with and the steps involved in finding a solution.

5. Methods of communication.

What methods of communication will you use to communicate the KPIs to your team?

Part B – Performance Review

Performance reviews are used by managers and supervisors to give and receive feedback from staff.

In this part of the assessment you will create a set of evaluation criteria to monitor and evaluate your staff. You will need to:

1. Set Job Responsibilities and Tasks
2. Relate job responsibilities to specific performance indicators
3. Employee Feedback
4. Professional Development
5. Bonus and Reward Systems
6. Provide employees with feedback
7. Delegating tasks

a.Set Job Responsibilities and Tasks

Choose one Job Role within your department and document the responsibilities for that job role. Use the following example as a guide:

EXAMPLE: Roles and responsibilities

b. Relate job responsibilities to specific performance indicators

Using the job responsibilities you listed in part A, create specific performance indicators.

You will need to:

• State what the indicator is
• Document how the indicator will be measured Example:

Employee Feedback

List 3 methods you can employ to encourage employees to give you open and honest feedback, and give an example of each:

EXAMPLE:

Professional Development

Training and development should help solve problems or skill shortages in the department and improve both the staff member and the business.

List 3 techniques which you can use to identify problems or skills shortages in your department, which will help you determine training needs.

EXAMPLE:

Bonus and Reward Systems

What is the purpose of a reward system?

List 3 different ways you can reward your employees. For each reward type list any positive or negative aspects associated with the type of reward.

f.Provide employees with feedback

You should provide feedback to your staff on a regular basis. The method you use to provide feedback might depend on the time the employee has worked for you, and the context of the feedback you need to provide.

For each of the following, give an example of a method of feedback (continuous, public, private) you could use to provide feedback to the employee.

EXAMPLE:

g.Delegating tasks

List 3 tasks you must delegate as a manager/supervisor in your department. For each task, define the benefits to delegating this task:

EXAMPLE:

Assessment 3

Service Instances – Details

You will be observed monitoring individual or team performance demonstrating at least 4 of the following leadership and management roles: (Select 4)

decision making delegation of tasks information provision provision of feedback motivation through recognition and rewards planning and organising

The selected roles may be observed individually on several occasions or during e.g. preparation and service for a function, organising or holding an event or similar where a complete operational cycle can be observed.

Part A Planning monitoring

1. Once you have selected the activities with your trainer, you will need to develop a plan for the situation(s) where you undertake monitoring including:

1. An overview of the activities typically undertaken by the team in the workplace or simulated training environment

1. A description of the team

1. The job roles and duties undertaken by each team member

1. How the tasks to be completed during the instance(s) will be planned, organised and allocated, and communicated to each team member or the team as a group

1. Provisions for decision making and delegation of tasks

1. The documentation you will use to assist you to inform staff (e.g. booking information, menus, schedules etc.)

1. The provisions for monitoring

1. The provisions for de-briefing staff at the end of the service instance(s)

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Part B Observation

You will demonstrate your ability to carry out each of the 4 activities planned for in Part A. Using your knowledge of leadership and management techniques, you will need to:

1. Plan and organise the activity (e.g. a meeting to provide workplace information)
2. Use appropriate decision making techniques
3. Delegate suitable tasks using the correct techniques
4. Collect and provide relevant feedback from and to staff
5. Use suitable motivation techniques

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Part C Post monitoring/observation. Evaluating the monitoring processes

1. Provide an overview of the efficiency and/or deficiency of the workplace practices:
   1. What worked well?
   2. What did not work well and why?

1. How effective was the communication:
   1. Between you and individual team members
   2. Between you and team
   3. Amongst the team

1. How effective was the allocation and delegation of tasks to individuals and the team overall? What were the shortfalls or weaknesses you have identified, and which actions will you take to overcome these?

1. What feedback have you provided? To whom?

1. What feedback have you received from individuals, and the team overall?

1. How have you used feedback received and in which instances? How will you use feedback received for future services as part of continuous improvement?