Manage Team and Workplace Operations

STUDENT ASSESSMENT BOOKLET

Manage Team and Workplace Operations

SITXHRM003 Lead and manage people

SITXMGT001 Monitor work operations

Assessment Overview

  • This Student Assessment Booklet includes all your tasks for assessment of Manage Team and Workplace Operations, which consist of the units:
  • SITXHRM003 Lead and manage people
  • SITXMGT001 Monitor work operations

About Your Assessments

  • This unit requires that you complete four assessment tasks.You must complete all tasks to achieve competency for the units in this topic.

Assessment Task

About This Task

Assessment Task 1: Written Questions

Students must correctly answer all questions in this task to show that they understand the knowledge required of this unit/topic.

Assessment Task 2: Monitor Kitchen Operations

Students must demonstrate technical skills and provide hospitality service to customers while being observed.

Assessment Task 3: Manage Teams and Individuals

Students must be observed demonstrating their skills and knowledge of leading and managing staff during a service period.

Assessment Task 4: Workplace Project

Students must lead and manage a team throughout a service period, monitor staff performance and complete staffing documentation.

How to Submit Your Assessments

  • When you have completed each assessment task you will need to submit it to your assessor.
  • Instructions about submission can be found at the beginning of each assessment task.
  • Make sure you photocopy your written activities before you submit them – your assessor will put the documents you submit into your student file. These will not be returned to you.

Assessment Task Cover Sheet

  • At the beginning of each task in this booklet, you will find an Assessment Task Cover Sheet. Please fill it in for each task where you need to submit items for assessment, making sure you sign the student declaration.
  • Your assessor will give you feedback about how well you went in each task and will write this on the back of the Task Cover Sheet.

Assessment Appeals

  • You can make an appeal about an assessment decision by putting it in writing and sending it to us. Refer to your Student Handbook for more information about our appeals process.

Assessment Plan

  • The following outlines the requirements of your final assessment for this topic. You are required to complete all tasks to demonstrate competency for the units in this topic.
  • Your assessor will provide you with the due dates for each assessment task. Write them in the table below.

Assessment Requirements

Due Date

1.     Questions and Answers

 

2.     Observation

 

3.     Observation

 

4.     Project

 

Agreement by the student

Read through the assessments in this booklet before you fill out and sign the agreement below. Make sure you sign this before you start any of your assessments.

Have you read and understood what is required of you in terms of assessment?

¨   Yes

¨  No

Have you read and understood the RTO’s policies and procedures related to reassessment?       

¨   Yes

¨  No

Do you understand the requirements of this assessment?           

¨   Yes

¨  No

Do you agree to the way in which you are being assessed?

¨   Yes

¨  No

Do you have any special needs or considerations to be made for this assessment?  If yes, what are they? 

_____________________________________________________________________________________________

¨   Yes

¨  No

Do you understand your rights to appeal the decisions made in an assessment?

¨   Yes

¨  No

Assessment Task 1: Written Questions

Task summary

You must answer all questions below correctly.

Resources and equipment required to complete this task:

  • Access to textbooks and other learning materials
  • Access to a computer, printer, Internet and email software (if required)
  • Access to Microsoft Word (or a similar program).

When and where will this task be completed?

  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.

What happens if I get something wrong?

  • If your assessor marks any of your answers as incorrect, they will make arrangements with you about resubmission. Your assessor may ask you some questions verbally to check your understanding, or you may need to provide new written responses to the questions that were answered incorrectly. Your assessor will give you a due date by which this must be provided.

Student instructions for Task 1

  • This is an open book test – you can use your learning materials as reference.
  • You must answer all questions in this task correctly.
  • You must answer the questions by typing your answers in Microsoft Word or a similar program – your assessor will advise as to whether you must email them your completed assessment, submit the file on a USB drive or hand in a hard copy. If there are tables included in your task that you need to fill out, you may choose to recreate them in a word processing application. If you have been provided with an electronic version of this booklet, you may prefer to type your answers directly into the document. (Keep this bullet point for Cert IV and above levels.)

Written answer question guidance

(Delete bullet points not used in questions.)

  • The following written questions may use a range of ‘instructional words’, such as ‘identify’ or ‘explain’. These words will guide you as to how you should answer the question. Some questions will also tell you how many answers you need to give – for example, ‘Describe three strategies…’.
  • Describe – when a question asks you to ‘describe’, you will need to state the most noticeable qualities or features. Generally, you are expected to write a response of two or three sentences in length.
  • Discuss – when a question asks you to ‘discuss’, you are required to point out important issues or features and express some form of critical judgment. Generally, you are expected to write a response of one or two paragraphs in length.
  • Explain – when a question asks you to ‘explain’, you will need to make clear how or why something happened or the way it is. Generally, you are expected to write a response of two or three sentences in length.
  • Identify – when a question asks you to ‘identify’, you will need to briefly describe the required information. Generally, you are expected to write a response of two or three sentences in length.
  • List – when a question asks you to ‘list’, this means you will need to briefly state information in a list format, often with a specific number of items indicated.

Question 1

  1. Explain the purpose of a work schedule, and why it is important.
  2. Explain the difference between a work schedule and a jobs checklist

Question 2

  • Describe what happens during the following threeprocedures undertaken at the end of a service period:
  1. Station and equipment cleaning
  2. Post service debrief
  3. Storing and disposing of food

Question 3

What organisational documentation shows how to present dishes for service?

Question 4

Explain the purpose of a mise-en-place list and how it helps staff to manage their workload and meet organisational procedures.

Question 5

Belle is the head chef at a small bistro. Part of her role is to monitor the progress of junior staff and apprentices, along with reporting on staff performance in general. Explain what kinds of records she will need to keep regarding their progress.

Question 6

  1. Explain the concept of quality assurance.
  2. What procedures and policies used in a commercial kitchen contribute to quality assurance?

Question 7

  1. Describehow you can identify quality issues when issuing food?
  2. Discuss how you would manage the following issues to ensure they have a minimum impact on operations and service levels?
  • Delays in production
  • Equipment breakdown
  • Poor rostering of staff
  • Poor staff performance
  • Procedural inadequacies or failures
  • Unrealistic or impractical product development

Question 8

  • While at a recent trade fair you see demonstrations of a new technology/equipment that really excites you and you think that your workplace would benefit from it. You can think of plenty of ways it would cut down on cooking times and how you could create innovative new dishes with it. Explain how you would tell your colleagues about it and get their agreement to trial the new technology/equipment.

Question 9

  • You have been asked to contribute ideas for new menu items to an upcoming planning meeting with other chefs and management at the upscale restaurant where you work. Explain how you will prepare for the meeting so that you can provide good, evidence-based information and suggestions that will support the ongoing success and improvement of the restaurant.

Question 10

  • Explain how managers/supervisors/team leaders can ensure their day-to-day workplace activities assist the business in achieving its organisational goals.

Question 11

  • List three ways supervisors can learn about current and emerging trends which might present opportunities for their business/department/team?

Question 12

  1. There are three important reasons why restaurants should make every effort to minimise food waste. List and explain why they are so important.
  2. Discuss one way you can reduce how much food is wasted in the day-to-day operations of a commercial kitchen.

Question 13

  • Explain the key elements of successful delegation.

Question 14

  • Read the case study and answer the following questions.

Jeff is the manager at Evolutions Restaurant, an up-market dining space in one of the Marino gaming complexes.

The room has a reputation for fine food and drinks at competitive prices but is especially known for its super-fast service enabling players to return to their gaming machines or tables quickly. Orders are currently taken person-by-person at the table by waiters and then taken to the kitchen by hand where they are given to the Head Chef at the Pass.

Both management and guests appreciate this aspect of the dining room and market research has consistently shown this is the main reason people come to the room to eat. Evolutions is open 18 hours every day, seven-days-a-week.

Jeff knows the value of good staff in maintaining the room’s reputation and constantly monitors their work to evaluate their performance so issues can be readily detected and addressed.

He is about to enter a team meeting he has organised as a result of monitoring which has indicated service times have slowed, guest waiting times have increased, customer complaints about slow service have spiked and patronage and revenue is starting to decline.

Jeff mentioned his concerns to several of the staff and they told him the answer was to hire more waiters but his budget simply will not accommodate this suggestion.

Jeff hopes his team meeting will help resolve the issue.

  1. Jeff has data indicating that a problem with service and waiting times exists. Give four examples of the monitoring he might have done to obtain this data to become aware of the issue.
  2. How might Jeff have determined there was a decline in sales and patron numbers?
  3. What are three techniques Jeff might use to share the information he has about the looming problem?
  4. Identify three pieces of information about the issue Jeff could/should share with the team.
  5. How might Jeff challenge the suggestion that all he needs to do to improve things is hire more staff?
  6. What are three examples of critical thinking techniques Jeff could suggest to his team to encourage them to generate fresh ideas to address the identified problematic situation?
  7. List three actions Jeff could take to support individual staff members to improve their service times.

Question 15

  1. Identify the key elements of coaching you can use improve the performance of your team.
  2. When mentoring staff, it is important to uphold certain ethical principles. Describe these principles.
  3. Explain the key communication skills required for effective mentoring and coaching and why they are important.

Question 16

  • Discuss how providing feedback to staff can help improve their performance.

Question 17

  • List and explain the seven steps of decision making

Question 18

  1. Explain how the key elements of the Restaurant Industry Award 2010 inform how you plan shifts, workflow and other day-to-day planning.
  2. List and explain the ten minimum entitlements listed in the National Employment Standards
  3. When planning and organising work and tasks for your team, it is important to account for how that work can impact on their health and safety. Discuss how you can ensure that your workplace systems and procedures reduce hazards and risks associated with commercial kitchens.

Question 19

  • Describe how the following methods of monitoring team performance can provide you with information about how they act to achieve the team’s goals.

Observation

 

Sampling output (visual appearance, tasting)

 

Reviewing wastage and costs

 

Timing

 

Customer feedback

 

Question 20

  • Discuss why it is important for supervisory/managerial staff to model positive workplace behaviours.

Question 21

  • An important part of the roles of supervisory/managerial staff is to show support for and commitment to organisational goals. Explain how you would model the following behaviours.

Not criticising management to other staff

 

Not talking negatively about plans or goals

 

Helping others to move towards achieving the goals

 

Verbally aligning with goals

 

Ensuring body language aligns with verbal commitment

 

Making sure actions demonstrate movement towards goals

 

Question 22

  1. Explain the key features of open and supportive communication
  2. Explain how engaging staff in open and supportive communication can enhance their engagement with organisational goals.

Question 23

  • Discuss how you would communicate the following plans and objectives to your team.

Contingency/emergency management plan

 

Requirements for increased productivity

 

Key Performance Indicators (KPI)

 

Organisational strategies for achieving profitability

 

Performance targets for a particular project

 

Workflows

 

Question 24

Discuss how the following approaches to leadership can foster innovative teams.

  1. Question and listen
  2. Encourage experimentation
  3. Open and honest communication
  4. Coaching and mentoring

Question 25

  • Describe three ways in which leaders/supervisors can model and encourage open and supportive communication within their teams.

Question 26

  1. Explain why it is important for managers/supervisors to share information from management with their teams, including information regarding organisational performance (actual and targets), policy changes, marketing information and performance targets.
  2. It is also important for managers/supervisors to keep abreast of developments in the wider business context and share this information with their teams. List five ways that you would gather this information and explain how you would share it with your team.
  3. A key role of supervisors/managers is to represent the team and communicate their interests, needs and ideas to management. Your team has recently excelled in achieving quality and timeliness goals in presentation and service. How would you tell you management about this achievement?

Question 27

  • You are working as a kitchen manager at a suburban pub. Management is considering implementing a Sunday brunch service to bring in a new demographic of patron and broaden the appeal of the venue. You have been briefed on the plan, why they want to do it and the benefits it should bring to the organisation. You have been tasked with communicating this information to all kitchen staff, and to gain their feedback and buy in. You organise a meeting with all staff at a time that is convenient and that won’t interrupt service or exclude any staff. Discuss how you will ensure how all staff have the opportunity to provide feedback, and how you will gain their support for this new initiative.

Question 28

  • You have noticed that the final year apprentice is showing particular interest in desserts and pastries. They are in the final months of their apprenticeship, and you want to encourage them to develop their skills and knowledge and contribute further to the team with their speciality. Discuss ways in which you can provide opportunities for them to further develop their skills.

Question 29

  • One of your senior chefs has continuously exceeded the goals and quality expectations outlined in the organisation’s mission, vision and values, and in their KPIs and job description. Explain how you would acknowledge and reward their achievement.

Question 30

Provide a definition for the following styles of leadership:

  1. Bureaucratic
  2. ‘Laissez faire’
  3. Autocratic
  4. Democratic

Question 31

  1. Discuss how the following characteristics contribute to an effective team.

Good/strong leadership

 

Clear and achievable goals and plans to reach them

 

Good communication skills

 

Willingness to help each other

 
  1. Explain how the following attributes make an individual a good team member.

Reliability

 

Positive attitude

 

Honesty

 

Willingness to share the load

 

Engaged and committed

 
  1. Discuss how the following common problems can contribute to the breakdown of a team.

Poor communication

 

Personality clashes between team members

 

Groupthink

 

Lack of team purpose and identity

 

Procrastination

 
  1. Discuss at least one technique you would use to overcome each of these problems if your team was underperforming.

Poor communication

 

Personality clashes between team members

 

Groupthink

 

Lack of team purpose and identity

 

Procrastination

 
  1. List and explain the stages in the cycle of team formation

Question 32

  • How does motivation assist when leading and managing people?

Question 33

  1. What are the three categories identified by Alderfer’s ERG theory of motivation?
  2. Herzberg developed the ‘Two factor theory of motivation’. What are the two factors?

Assessment Task 2: Monitor Kitchen Operations

Task summary

  • For this task, you are required to demonstrate technical skills and provide hospitality service to customers while being observed by your assessor.

Resources and equipment required to complete this task:

  • Access to a hospitality workplace
  • A workplace supervisor
  • Workplace colleagues
  • Workplace technology
  • Access to paying customers
  • Products and services to be delivered to customers
  • Cleaning equipment
  • Access to workplace policies and procedures
  • Access to workplace rosters
  • Access to organisational reporting requirements and forms for staff performance reports and staff records

When and where will this task be completed?

  • You will do this task in the workplace environment during your assessor’s workplace visit.
  • Your assessor will provide you with the date of their workplace visit and observation.

What happens if I get something wrong?

  • If you get something wrong you will need to redo that part of the observation, or your assessor may ask you some questions verbally to check your understanding. Your assessor will provide you with guidance as to what needs to be resubmitted and how.

Student instructions for Task 1

You will be observed by your assessor demonstrating your skills and knowledge to monitor operations and provide service to customers.These tasks require the involvement of workplace personnel and customers. Before your work placement, it is important that you tell your supervisor what you need to do (refer to checklist below). Your supervisor will tell you when and where you can do these tasks.

During the observation, your assessor will be looking to see that you can:

1.     Plan and organise kitchen workflows

§  Participate in handover or pre-start meeting to confirm work schedule and delegation of tasks, share shift information and service requirements

§  Prepare work schedules, jobs checklists within organisational restraints 

§  Ensure recipes and information about dish presentation are available

§  Share information, knowledge and experience with team members

§  Monitor and participate in preparation of work area for service requirementsincludingmise-en-place

2.     Monitor workplace operations

§  Monitor efficiency and deal effectively with delays

§  Monitor and adjust workflows, job checklists and recipes as required

§  Monitor and adjust quality and presentation of dishes as required

§  Ensure safe use of equipment and technology

§  Monitor and minimise waste for sustainability

§  Identify and act on problems in workplace operations as they arise

3.     Monitor staff performance

§  Monitor staff performance against agreed goals and objectives

§  Assist with prioritising workload

§  Provide supportive feedback

§  Coach and mentor staff

§  Identify and act on problems in staff performance and service as they arise

§  Work collaboratively with colleagues to identify and solve problems

4.     Complete end of shift procedures and responsibilities

§  Monitorcleaning and sanitising procedures

§  Monitor safe storage of food ingredients and leftovers

§  Actively participate in handover or end-of-service meeting to debrief, share shift information and service requirements

§  Seek feedback from the team about service efficiency, effectiveness of communication and/or identified issues

5.     Complete organisational records for end of shift including:

§  Performance reports

§  Staff records

  • Your assessor will also ask you some verbal questions at the end of the observation. The questions will relate to the following topics:
  • Rostering procedures and relevant legislative requirements
  • Time management principles
  • Principles of delegation
  • Problem solving and decision making

Assessment Task 3: Manage Teams and Individuals

Task summary

You will be observed by your assessor demonstrating your skills and knowledge of leading and managing staff during a service period.

Resources and equipment required to complete this task:

  • Access to a hospitality workplace.
  • A workplace supervisor
  • Workplace colleagues
  • Workplace technology
  • Access to workplace policies and procedures
  • Access to paying customers
  • Products and services to be delivered to customers

When and where will this task be completed?

  • You will do this task in the workplace during your assessor’s workplace visit.
  • Your assessor will provide you with the date of their workplace visit and observation.

What happens if I get something wrong?

  • If you get something wrong you will need to redo that part of the observation, or your assessor may ask you some questions verbally to check your understanding. Your assessor will provide you with guidance as to what needs to be resubmitted and how.

Student instructions for Task 1

You will be observed by your assessor demonstrating management and leadership skills during one service period. At the end of the observation you will need to submit to your assessor copies of all documentation completed for this service period as required by workplace or training kitchen policies and procedures.

  • These tasks require the involvement of workplace personnel and customers. Before your work placement, it is important that you tell your supervisor what you need to do (refer to checklist below). Your supervisor will tell you when and where you can do these tasks.

During the observation, your assessor will be looking to see that you can:

1.     Act as a role model to staff

§  Model high standards of performance and behaviour according to workplace policies and procedures

§  Demonstrate support for and commitment to the organisation’s goals

§  Demonstrate positive and professional behaviour in interactions with team members

2.     Develop commitment and cooperation in the team

§  Clearly communicate short, long- and medium-term goals with team

§  Encourage team to take responsibility for their own work by communicating your expectations, and their roles and responsibilities

§  Encourage innovation from individuals and the team

§  Provide constructive and positive feedback

§  recognise and reward team efforts and contributions

§  Recognise and reward individual effort and contributions

§  Engage team in providing feedback and implementing changes

§  Represent the interest of the team in the organisational environment

3.     Manage team performance

§  Delegate tasks and responsibilities according to individual capabilities and potential

§  Identify areas for individual improvement or potential and provide opportunities for development

§  Monitor team progress and provide supportive feedback

§  Coach and mentor staff

§  Motivate team members to achieve their best

  • Your assessor will also ask you some verbal questions at the end of the observation. The questions will relate to the following topics:
  • Leadership styles
  • Communication skills
  • Principles of team work
  • Characteristics of teams and group dynamics

 

Assessment Task 4: Workplace Project

Task summary

  • For this task you are required to lead and manage a team throughout a service period, monitor staff performance and complete staffing documentation.

Resources and equipment required to complete this task:

  • Access to textbooks and other learning materials
  • Training kitchen or an industry workplace
  • A workplace supervisor
  • Workplace colleagues
  • Workplace technology
  • Access to paying customers
  • Products and services to be delivered to customers
  • Staff Performance Template (provided)
  • Performance Report Template (provided)

When and where will this task be completed?

  • This task may be done in your own time as homework or you may be given time to do this task in class (where applicable).
  • Your assessor will provide you with the due date for this assessment.

What happens if I get something wrong?

  • If you get something wrong you will need to redo that part of the project, or your assessor may ask you to respond to some verbal or written questions to check your understanding. Your assessor will provide you with guidance as to what needs to be resubmitted and how.

Student instructions for Task 1

  • For this task, you are required to participate in a service period and reflect on service issues and staff performance. You are required to observe one other employee and monitor their performance.
  • You must seek permission from your chosen employee and your supervisor before commencement of this task.

Part 1

  1. Prepare for assessment
  • Identify one other employee to observe and monitor during one service period in your workplace/work placement service.
  • Meet with the employee and discuss the assessment task requirements and purpose.
  • Complete the following staff performance agreement template together prior to commencing the service period.

 

Staff Performance Agreement Template

Staff member:

Position:

Date:

Performance

Task/responsibilities

Key outcomes

Checks to be made

Prepare for service

   

Prepare ingredients

   

Cook ingredients

   

Present dishes

   

Perform end of service duties and clean up

   

Team member signature:

Team leader signature:

Part 2

  1. Using the performance report template provided, develop a list of at least eight observable criteria based on the employee’s position.
  2. Participate in the service period in the workplace. Assist to lead and manage the work team throughout the service period.
  3. Throughout the service period, closely observe your chosen employee’s work performance.
  4. Complete the performance report based on the employee’s work performance throughout the service period.
  • Include comments and recommendations for individual development
  • Your supervisor must sign the report to confirm that you have completed the task in the workplace as required

Employee Performance Report

Name of Person being observed:

Location of observation:

Date:

Position:

Instructions: Observe the employee and record your observations of their performance as truthfully and accurately as you can against the listed competencies.

Did the person you are observing:

Yes

No

Unsure

Comments

Additional comments/feedback to candidate:

Name of Observer (student):                

Signature:

Name of workplace supervisor:              

Signature:

 

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