Reflective Journal

This document is Reflective Journal It is part of the supporting assessment resources for Assessment Task 2 (option 2) of SITXHRM001 Reflective journal Student name: Mina Pradhan Date: 18-11-2023 Coachee: ☒ 1 ☒ 2 ☒ 3 ☒ 4 Did an RTO assessor observe this coaching discussion? ☒ Yes ☐ No Did an RTO assessor observe this coaching session? ☒ Yes ☐ No Identify the need for coaching Explain how you identified that this colleague required coaching. What information did you use or personnel did you consult with in this regard? During regular team interactions and observation, it became apparent that Brian was facing challenges in handling customer complaints, particularly those related to room reservations. Instances were noted where guests expressed dissatisfaction due to booking errors or unmet room preferences. Brian appeared flustered during these situations, impacting the overall guest experience. Information Used or Personnel Consulted: 1. Observation: Regular observations of Brian's interactions with guests and his responses to complaints provided initial insights into his challenges. 2. Feedback from Guests: Guest feedback and complaints were a crucial source of information. Patterns emerged, indicating a recurring issue with room reservation concerns handled by Brian. 3. Team Meetings: Discussions during team meetings allowed for open communication about challenges team members were facing. Brian himself mentioned feeling overwhelmed during peak complaint periods. 4. Direct Communication with Brian: A one-on-one discussion with Brian provided additional context to his challenges and allowed him to express his concerns and uncertainties in handling certain customer situations. Identify coaching needs Discuss the conversation you had with the coachee about their needs. Explain how you worked out their specific needs and what type of coaching was required. Coachee 1: Karen (Room Service Staff): In the conversation with Karen, the focus was on understanding her challenges with the digital order-taking machine and managing multiple orders. By actively listening to her experiences and asking specific questions, it became clear that Karen needed coaching in both navigating the machine efficiently and improving time management during busy periods. Coachee 2: Carla (Housekeeping Staff): With Carla, the discussion revolved around her struggles with time management and prioritization during peak hours. Through open-ended questions and a collaborative approach, it was determined that coaching in time management techniques and task prioritization would be beneficial for Carla to enhance her efficiency in housekeeping responsibilities. Coachee 3: David (Waitstaff in the Hotel Restaurant): David expressed hesitation in upselling and missing opportunities to suggest additional items to guests. The conversation involved exploring specific instances, allowing for a deeper understanding of his challenges. The coaching plan for David would involve strategies to boost his SITXHRM001 Coach others in job skills 1

This document is Reflective Journal It is part of the supporting assessment resources for Assessment Task 2 (option 2) of SITXHRM001 confidence and effectiveness in upselling techniques. Coachee 4: Elena (Concierge): Elena shared uncertainties about recommending local attractions to guests. Through a supportive and exploratory conversation, it was determined that coaching focused on building her knowledge of local attractions and boosting her confidence in providing recommendations would be crucial. Coachee 5: Brian (Front Desk Receptionist): The discussion with Brian centered on handling customer complaints related to room reservations. By delving into specific situations and challenges he faced, it became clear that Brian needed coaching in effective communication and problem resolution techniques to address guest concerns more smoothly. Determining Coaching Requirements: The coaching plans were tailored to address each coachee's specific needs. For Karen, it involved guidance on using the digital order-taking machine and time management. Carla's coaching plan included strategies for time management and prioritization. David would receive coaching on upselling techniques, while Elena's plan focused on knowledge-building and confidence. Brian's coaching plan targeted effective communication and problem resolution. Describe the communication strategies you used during this discussion. Active Listening: Throughout the conversations, active listening was employed. This involved fully concentrating, understanding, responding, and remembering what each coachee communicated. It allowed for a deeper understanding of their challenges and concerns. Open-Ended Questions: Using open-ended questions facilitated detailed responses, enabling the coachees to express themselves freely. This technique helped uncover specific instances and insights that contributed to a clearer understanding of their needs. Collaborative Approach: The discussions were collaborative, creating a supportive environment where coachees felt comfortable sharing their challenges. This approach encouraged openness and ensured that the coaching plans were aligned with their individual needs and goals. Empathy and Support: Expressing empathy and providing emotional support played a crucial role. Acknowledging the coachees' challenges and expressing a genuine desire to support their growth created a positive atmosphere for effective communication. Clarity and Transparency: Communication was clear and transparent. Clearly explaining the purpose of the meeting, the intention behind coaching, and how it would benefit each coachee contributed to a shared understanding of the coaching process. Organise coaching session/s Explain the process you took to organise the session/s for this coachee. In your response refer to:  the coaching required  what resources were required for the coaching SITXHRM001 Coach others in job skills 2

This document is Reflective Journal It is part of the supporting assessment resources for Assessment Task 2 (option 2) of SITXHRM001  Date and Time: 19 November, 2023. 9am  Location: Skyline College  Duration: 1 hour Please bring any notes or questions you may have. During the session, we will focus on navigating the digital order-taking system, time management, and order prioritization. I look forward to working together to enhance your room service proficiency. Best regards, Mina Pradhan Email to Carla: Subject: Housekeeping Coaching Session Dear Carla, I trust this message reaches you in good spirits. Our coaching session is approaching. Here are the details:  Date and Time: 19 November, 2023. 11am  Location: Skyline College  Duration: 1.5 hours Feel free to bring any housekeeping schedules or notes. During the session, we will concentrate on time management and task prioritization during peak hours. Looking forward to working together to enhance your housekeeping efficiency. Best regards, Mina Pradhan Email to David: Subject: Restaurant Upselling Coaching Session Dear David, I hope this email finds you well. Our coaching session is just around the corner. Here are the details:  Date and Time: 19 November, 2023. 2pm  Location: Skyline College  Duration: 1.5 hours SITXHRM001 Coach others in job skills 4

This document is Reflective Journal It is part of the supporting assessment resources for Assessment Task 2 (option 2) of SITXHRM001 Please bring the restaurant menu and any questions you may have. During the session, we will focus on upselling techniques and boosting your confidence in suggesting additional items. Excited to work together on enhancing your skills. Best regards, Mina Pradhan Email to Elena: Subject: Concierge Knowledge-Building Coaching Session Dear Elena, I trust you are doing well. Our coaching session is coming up. Here are the details:  Date and Time: 19 November, 2023. 4pm  Location: Skyline College  Duration: 1 hour Feel free to bring any concierge resources or notes. During the session, we will concentrate on knowledge-building regarding local attractions and boosting your confidence in providing recommendations. Looking forward to our session. Best regards, Mina Pradhan The coaching session/s How did you make sure you had considered safety and hygiene when completing this training?  Ensured coaching areas were free of hazards or safety issues.  Checked for cleanliness and hygiene in relevant areas.  Emphasized the importance of safety protocols, especially in areas with equipment or high guest interaction. SITXHRM001 Coach others in job skills 5

This document is Reflective Journal It is part of the supporting assessment resources for Assessment Task 2 (option 2) of SITXHRM001 What procedures or requirements were applicable to the task/skills? Explain how you informed the coachee of these.  Clearly outlined relevant procedures and requirements, emphasizing adherence to standard operating procedures (SOPs).  Provided written documentation or manuals for reference.  Reinforced the importance of compliance with workplace regulations and policies. Explain how the coachee went when it was time for them to practise. How well do you think they absorbed the skills and knowledge you demonstrated? Explain your answer. What types of questions did the coachee ask, and why do you think they asked these questions (for example, was it because you had missed something in your demonstration or explanation, did the coachee not listen or watch carefully, were your explanations unclear, etc)?  Karen (Room Service Staff):  Performance: Karen demonstrated improvement in navigating the digital order-taking system. She successfully managed multiple orders with increased efficiency.  Skill Absorption: Karen absorbed the skills well, as evidenced by her smoother execution of tasks and increased confidence.  Questions Asked: Karen asked clarification questions about specific menu options and shortcuts, indicating a desire for a deeper understanding.  Carla (Housekeeping Staff):  Performance: Carla exhibited enhanced time management and task prioritization during peak hours. Her approach to handling housekeeping responsibilities improved.  Skill Absorption: Carla absorbed the skills effectively, as demonstrated by her ability to prioritize tasks and maintain efficiency during the practice session.  Questions Asked: Carla asked about handling unexpected challenges during peak hours, showing a practical concern for real-world scenarios.  David (Waitstaff):  Performance: David demonstrated improved confidence in suggesting additional items to guests. His upselling techniques became more fluid and natural.  Skill Absorption: David absorbed the skills well, as seen in his increased comfort level and effectiveness in suggesting specials and upselling.  Questions Asked: David inquired about adapting upselling techniques to different guest preferences, showing an interest in tailoring his approach.  Elena (Concierge):  Performance: Elena exhibited growth in knowledge about local attractions and increased confidence in recommending them to guests.  Skill Absorption: Elena absorbed the skills effectively, showcasing a more informed and confident approach during the practice session. SITXHRM001 Coach others in job skills 7

This document is Reflective Journal It is part of the supporting assessment resources for Assessment Task 2 (option 2) of SITXHRM001  Questions Asked: Elena sought advice on handling specific guest inquiries, indicating a practical application of the knowledge acquired. What performance problems or difficulties were encountered during the coaching? What steps/strategies did you take to address them? Were you successful?  Karen (Room Service Staff):  Difficulties Encountered: Karen faced challenges in managing multiple orders simultaneously and occasionally hesitated in navigating certain menu options.  Strategies Taken: Provided additional demonstrations focusing on efficient order prioritization and shortcuts in the system. Offered personalized guidance on handling specific menu-related challenges.  Success: Karen showed improvement by the end of the session, demonstrating increased confidence and competence in managing multiple orders.  Carla (Housekeeping Staff):  Difficulties Encountered: Carla struggled initially with identifying priorities during peak hours and felt overwhelmed with unexpected challenges.  Strategies Taken: Collaboratively reviewed the housekeeping schedule, identified common challenges, and discussed proactive strategies for unexpected situations. Encouraged Carla to practice prioritization during simulated peak hours.  Success: Carla exhibited improved time management and task prioritization by the end of the session, showcasing a more composed approach to her responsibilities.  David (Waitstaff in the Hotel Restaurant):  Difficulties Encountered: David faced challenges in smoothly incorporating upselling techniques into his interactions with guests and hesitated in suggesting additional items.  Strategies Taken: Conducted additional role-playing scenarios, emphasizing the natural integration of upselling techniques. Provided constructive feedback on tone and timing during upselling.  Success: David showed progress in the fluidity of his upselling techniques, demonstrating increased confidence and a more polished approach by the end of the session.  Elena (Concierge):  Difficulties Encountered: Elena expressed uncertainty about handling specific guest inquiries and lacked confidence in recommending local attractions. SITXHRM001 Coach others in job skills 8

This document is Reflective Journal It is part of the supporting assessment resources for Assessment Task 2 (option 2) of SITXHRM001  David: Acknowledged significant improvement but noted persistent confidence issues; provided continuous encouragement.  Elena: Noticed a bright improvement but ongoing shyness; offered ongoing support and considered public recognition.  Coachee 5: Recognized a decline in skills and increased mistakes; arranged immediate intervention and refresher sessions.  Support and Assistance Offered:  Conducted follow-up meetings to address specific concerns.  Maintained regular check-ins for ongoing guidance.  Provided encouragement and positive reinforcement.  Offered additional support sessions for skill reinforcement. Attached Evidence: [ Emails, and Follow-Up Meeting Schedules] Who did you need to report to in regards to the coachee’s progress/improvement? *Attach evidence of your report/s.  Reporting Recipient: Reports were submitted to the supervisor (assessor) who played the role of the supervisor during the coaching activities. Attached Evidence: [Email Reports, Progress Summaries] Were there any further issues or difficulties you had to attend to after the coaching session/s? If yes, explain what you did to address them. If no, explain why you believe this was the case. Issues Addressed: SITXHRM001 Coach others in job skills 10

This document is Reflective Journal It is part of the supporting assessment resources for Assessment Task 2 (option 2) of SITXHRM001  Karen: Addressed recent mistakes through targeted assistance and scheduled follow-up sessions.  Carla: Provided ongoing guidance through regular check-ins.  David: Continued encouragement to address persistent confidence issues.  Elena: Offered support for ongoing shyness and considered additional recognition. . Reflection (highlights, skills and techniques shown, what did I learn, what would I do different in future?) The coaching experience has been both insightful and rewarding, offering a unique opportunity to engage with colleagues in the hospitality setting. Through careful identification of individual needs, the coaching sessions aimed at addressing specific challenges encountered by each coachee. Karen, for instance, faced initial difficulties with the digital order-taking system, and the coaching focused on improving her efficiency in utilizing the technology. The subsequent monitoring period, spanning approximately four weeks, revealed positive progress but also highlighted recent mistakes. To address this, targeted assistance and follow-up sessions were scheduled to ensure sustained improvement. Carla's coaching, centered around enhancing time management and task prioritization in housekeeping during peak hours, initially met with some hesitation. However, ongoing monitoring demonstrated moderate improvement. Recognizing the need for continuous guidance, regular check-ins were maintained to support Carla's journey towards further refinement. David's coaching on upselling techniques in the hotel restaurant showcased significant improvement in workplace dynamics. Nevertheless, persistent confidence issues were identified during the monitoring phase. Continuous encouragement and positive reinforcement were key strategies employed to bolster David's self-assurance. Elena's coaching aimed at building knowledge and confidence in recommending local attractions as a concierge. The monitoring period highlighted tremendous improvement, but ongoing shyness became a challenge. To address this, ongoing support and consideration of public recognition were initiated. SITXHRM001 Coach others in job skills 11

This document is Reflective Journal It is part of the supporting assessment resources for Assessment Task 2 (option 2) of SITXHRM001  Coachee 1 (Karen): Identified needs well; some clarity issues during the session.  Understanding Explanations:  Coachee 2 (carla): Clear explanations; multiple demonstrations were easy to follow.  Following Demonstrations:  Coachee 3 (David): Demonstrations were good; coach better at doing than explaining.  Time for Practice and Questions:  Coachee 4 (Elena):: Sufficient time for practice and questions; felt comfortable asking. Coachee name: Karen Carla David Elena Position: Room Service Staff Housekeeping Staff Waitstaff in the Hotel Restaurant Concierge Signed: Supervisor Endorsement Supervisor name: Position: Signed: SITXHRM001 Coach others in job skills 13