Assessment 3 (1)

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KII5094 Managing Hospitality Busines s

KII5094 Managing Hospitality Business Assessment 3 Contents Introduction 3 Assessment for this unit 3 Assessment Task 3 6 Information for students 6 Activities 9 Assessment Task 3: Checklist 28 Introduction Welcome to the Student Assessment Task 3 for KII5094 Managing Hospitality Business. These tasks have been designed to help you demonstrate the skills and knowledge that you have learnt during your course. The following unit(s) of competency is covered in this subject SITXGLC002 Identify and manage legal risks and comply with law SITXMGT005 Establish and conduct business relationships Please ensure that you read the instructions provided with these tasks carefully. You should also follow the advice provided in the Hospitality Works Student User Guide . The Student User Guide provides important information for you relating to completing assessment successfully. Assessment for this unit For you to be assessed as competent, you must successfully complete two assessment tasks: • Assessment Task 1: Knowledge questions – You must answer all questions correctly. • Assessment Task 2: Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 2 of 41

KII5094 Managing Hospitality Business Assessment 3 o Assessment Task 2A: Legal compliance project– You are required to advise a case study organisation on their legal compliance obligations. To ensure staff comply with their findings, you are then required to develop six risk management strategies and send these to all staff. o Assessment Task 2B: Maintaining compliance – You are required to speak to a council legal representative to get information about the restaurant’s registration, then fill out, and submit, the required documentation. You are then required to ensure that all suppliers are compliant with their legal obligations. You will then review one of your risk management strategies from the previous Assessment Task 2A to include new information. • Assessment Task 3 (this assessment): Maintaining business relationships – You are required work collaboratively with your student group to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements. You are required to complete 16 activities in this assessment. ASSESSMENT COVERSHEET Unit: Course Name: Assessment Tool: Assessment 3 Student must fill this section: Student Name: Student ID: Privacy Release Clause: “I give my permission for my assessment material to be used in the auditing, assessment validation & moderation Process” Authenticity Declaration: “I declare that: • The material I have submitted is my own work; • I have kept a copy of all relevant notes and reference material that I used in the production of my work; • I have given references for all sources of information that are not my own, including the words, ideas and images of others.” • All work is to be entirely of the student. • Read the instructions for each question very carefully. • Be sure to PRINT your FULL name & LAST name in every place that is provided. • Short questions must be answered in the spaces provided or follow the word limits as instructed. • For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work formatted in double space, Arial 12 pts. • All assessment tasks must be addressed correctly in order to obtain a competence for the unit of competency. • If the Student doesn’t understand the assessment, they can request help from the assessor to interpret the assessment. All assessments must be submitted online. Login to www.kiionline.edu.au and follow the subject link to submit your assessments. Note that the hard copy of the assessments will not be accepted. Assessment Completion Status Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 3 of 41

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KII5094 Managing Hospitality Business Assessment 3 Attempt Satisfactory Non- Satisfactory Date Assessor’s Signature Initial attempt ☐ ☐ 2 nd attempt/Reassessment ☐ ☐ “I understand all the above rules and guidelines for the assessment” Full Name Signature Date (dd/mm/yyyy) Pre-assessment Checklist Your assessor will go through the assessment for this unit. It is important that you understand this assessment before taking on the questions and tasks. To confirm that you have been given this overview, we ask you to complete the following Pre-Assessment Checklist. You are required to carefully read each checklist item provided below and tick either ‘Y’ to confirm your understanding or ‘N’ if you disagree. In case you disagree with an item, please provide your reason under the ‘Comments’ column. When you have done this, we ask you to sign this Pre-Assessment Checklist. This acknowledges that your Trainer/Assessor has discussed all of the information with you prior to undertaking this assessment. Pre – assessment Checklist Comments Y   N I, the student, understand the purpose of the assessment. Y   N I understand when and where the assessment will occur, who will assess and in what format the assessment will be submitted. Y   N I understand the methods of assessment. Y   N I understand what resources are required to complete this assessment. Y   N I understand the performance level required for each assessment event. Y   N I understand that it must be my own work. I have been explained and understand the serious consequences in case this work is found plagiarised. Y   N I understand the process if I am deemed not yet competent. Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 4 of 41

KII5094 Managing Hospitality Business Assessment 3 Y   N I understand the feedback process and the appeals process. Y   N The assessor has discussed with me if I have any special needs and if so what arrangements have been made. Student Full Student ID Student Date Name Signature Assessment Task 3 Information for students This assessment is a simulation project require you to apply the knowledge you have gained and demonstrate your skills which you have acquired during the learning phase of this unit. Ensure that you: • review the advice to students regarding answering knowledge questions in the Hospitality Works Student User Guide • comply with the due date for assessment which your assessor will provide • adhere with your KII’s submission guidelines • answer all questions completely and correctly • submit work which is original and, where necessary, properly referenced • submit a completed cover sheet with your work • avoid sharing your answers with other students. Assessment information Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide . Refer to the appendix for information on: • where this task should be completed • the maximum time allowed for completing this assessment task • whether or not this task is open-book. Note : You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. Resources for the student Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 5 of 41 i

KII5094 Managing Hospitality Business Assessment 3 • Hospitality Works Student User Guide : The Student User Guide provides important information for students relating to completing training, work placements and assessment. • Student Assessment Tasks : The Student Assessment Tasks include the tasks as well as guidance about how to complete each assessment. Submission information and relevant forms are also included. The Student Assessment Tasks for this unit can be found in the Assessment folder for this unit. • Supporting resources : Supporting resources include templates, journals, workbooks and portfolios which can be used by the student to support them in providing evidence of their competence. You will find supporting resources in the Student Resources folder for this unit. Please ensure that students receive these documents before they begin their assessment tasks. For this unit, the supporting resources for students comprise: o Legal Compliance Briefing Report Template (Assessment Task 2A) o Customer Services Policy and Procedures Template (Assessment Task 2A) o Supplier Contract (Assessment Task 2B). o Project Portfolio, assessment 3 o Simulation pack, assessment 3: − Approved Contractors Record − Approved Suppliers Record − External Communication Policy and Procedure − Finance Policy and Procedure − Service Agreement Con-air − Service Agreement Fire and Safety − Supplier contract PFD Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 6 of 41

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KII5094 Managing Hospitality Business Assessment 3 Tasks you are required to complete in this assessment o Activity 1: Scenario 1 Research suppliers o Activity 2: Scenario 1 Email to arrange stakeholder meeting o Activity 3: Scenario 1 Consult with stakeholder’s role-play o Activity 4: Scenario 1 Email current packaging supplier o Activity 5: Scenario 1 Amendment to the PDF supplier contract o Activity 6: Scenario 1 Email supplier amended contract o Activity 7: Scenario 1 Email new supplier o Activity 8: Scenario 1 Prepare for the negotiation with new supplier o Activity 9: Scenario 1 Supplier negotiations o Activity 10: Scenario 1 New supplier contract o Activity 11: Scenario 1 Email contract to new supplier o Activity 12: Scenario 1 Email supplier changes to all staff o Activity 13: Scenario 2 Email owner for approval to seek legal advice o Activity 14: Scenario 2 Seek legal advice o Activity 15: Scenario 2 Amend contract o Activity 16: Scenario 2 Communicate contractor change with staff • Students are to establish and manage positive business relationships • Students must use high level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements. • 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. Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 7 of 41

KII5094 Managing Hospitality Business Assessment 3 Activities Complete the following activities. Carefully read the following information. Feast of Flavours story Feast of Flavours was begun when 3 school friends met for a drink, and the idea of opening a worldclass restaurant was conceived with a little help from a bottle of Pinot Noir. After 3 years and innumerable ups and downs, Feast of Flavours was born. Objective The objective of a Feast of Flavours is to create a culinary experience that gives people the most delicious dining experience possible. At Feast of Flavours, customers will discover the flavours of the world and a variety of 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. 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. The menu has been fashioned by a Michelin 3-star chef and his team, including world-class chefs from across the world. At Feast of Flavours, you can also find cocktails and beverages curated to give a unique experience with each slow slip. A complete list of the menu options can be located at the Feast of Flavours simulated website. Meetings & Events Feast of Flavours is acknowledged as an industry leader delivering the best food service to its customers. The restaurant is also equipped to handle private or corporate events including team outings, birthday parties, or special celebrations. Customers can choose from the below options 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 The restaurant is determined to cater for any customer within 2 minutes of their arrival and serve delicious food and drinks within 15 minutes of the order. Feast of Flavours has 15 staff on Friday and Saturday, including 4 chefs, 3 Bar attendants, 3 support staff /kitchen hands, and 5 waitresses. Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Current interrelationships: See supplier and contractor records. Scenario 1 – Need to find a new supplier for recycling packaging products. The business has decided to go eco-friendly to increase market share and business brand by using recycled packaging. Many customers are choosing businesses Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 8 of 41

KII5094 Managing Hospitality Business Assessment 3 that are considerate on the environment and the businesses impact on the environment. Due to new legislation about use of plastic cutlery and straws you have decided to Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 9 of 41

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KII5094 Managing Hospitality Business Assessment 3 change all the businesses packaging to an eco-friendly option. You are currently receiving plastic packaging supplies from PFD as they supply most of the food products used by the restaurant. You will need to maintain the relationships with PDF and develop a relationship with a new supplier. Scenario 2 - The business that maintains the air-conditioners at the businesses premise have emailed to inform that they services will be increasing by 30% as of the beginning of next month. This increase in price will increase the business budget and decrease business profits so you decide to look at alternative options. Simulated Business Website The assessment tasks provided below use a simulated business website named Feast of Flavours. To access the website, you need to log in by using the below-provided link: http://feastofflavours.vetadvisorygroup.com/ Step 1: Navigate to the website and click “Login”. Step 2: Enter the username and password provided by your trainer. Your trainer will also provide you with the simulated business website information document that will help you to navigate through the website. You need to refer to the following policies and procedures to complete the provided activities: • External communication policy and procedure • Finance policy and procedure • Approved supplier record • Approved contractor record • Service agreement Cairns fire and Safety • Service agreement Con-Air • Supplier contract PFD Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 10

KII5094 Managing Hospitality Business Assessment 3 of 34 Additional scenario Activity 1: Research suppliers Review scenario 1 in the case study. Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 11 of 41

KII5094 Managing Hospitality Business Assessment 3 Purpose For this task, students are required to work collaboratively with your student group to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Note: This assessment will occur under workplace conditions or in a simulated workplace, whichever meets the RTO requirements Tasks to be performed Review the scenario, business documents, policies and procedures relevant to scenario 1. Research potential businesses that can supply the eco-friendly packaging and types of packaging that would suit the business needs. Record the information gathered from each supplier and the types of packaging available for each supplier. Complete the template with the information gathered. At least three suitable suppliers should be found to then assess and consult the stakeholders. Attach a minimum of three (3) New supplier research documents Activity 2: Email to arrange stakeholder meeting. Purpose For this task, students must consult stakeholders on the suppliers chosen in the previous activity to seek feedback on suitability to business needs. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Owner of the Business For the purpose of this role-play your Trainer/Assessor will play the role of the Owner. Head Chef The head chef in charge of Feast of Flavours kitchen and is responsible for preparing the dishes and meeting the special customer request as per the order taken by the wait staff. The head chef is responsible to the kitchen team and the quality of products. They ensure that the kitchen performs as a team, as well as ordering and maintain food stock and interacting with suppliers. The Head Chef is responsible for designs and costing of menus in consultation with the Operations Manager. Front of House Manager Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 12

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KII5094 Managing Hospitality Business Assessment 3 The front of house manager is responsible for the effective running of the wait staff as well as the bar staff. They are responsible to ensure that customers are receiving fast and efficient service. They are responsible for ordering and maintaining beverage stock and interacting with suppliers. Events Manager The events manager is responsible for any events held at the restaurant. They must communicate with both the front of house and the kitchen when preparing for an event. The event manager ensures that any event runs smoothly through preplanning activities and determining what the customer wants. They are responsible for creating project budgets for each event held at the restaurant in consultation with the Operations Manager. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Email the Owner and the heads of department to arrange a meeting to seek feedback on the new supplier of eco-friendly packaging. Describe the reason for the meeting and what the heads of department needs to do with the attachments. For the purpose of this task email your Trainer/Assessor, but ensure that the email is directed at all relevant staff. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Include in the email: • Copies of each new supplier document Your Trainer/Assessor will return your email with a suitable time and date to conduct the meeting (role-play). Email to stakeholders Additional Activity 3: Consult with stakeholders: role-play information You will be required to meet with relevant stakeholders to discuss the suppliers chosen in the previous activity. The role play will include the restaurant owner and the heads of each department: Head Chef, Front of House manager and the events manager. The Trainer/Assessor will play the role of the Owner and your fellow students will play the role of the other heads of department. of 34 Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 13 of 41

KII5094 Managing Hospitality Business Assessment 3 Purpose For this task, students must consult stakeholders on the suppliers chosen in the previous activity to seek feedback on suitability to business needs. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Owner of the Business For the purpose of this role-play your Trainer/Assessor will play the role of the Owner. Head Chef The head chef in charge of Feast of Flavours kitchen and is responsible for preparing the dishes and meeting the special customer request as per the order taken by the wait staff. The head chef is responsible to the kitchen team and the quality of products. They ensure that the kitchen performs as a team, as well as ordering and maintain food stock and interacting with suppliers. The Head Chef is responsible for designs and costing of menus in consultation with the Operations Manager. Front of House Manager The front of house manager is responsible for the effective running of the wait staff as well as the bar staff. They are responsible to ensure that customers are receiving fast and efficient service. They are responsible for ordering and maintaining beverage stock and interacting with suppliers. Events Manager The events manager is responsible for any events held at the restaurant. They must communicate with both the front of house and the kitchen when preparing for an event. The event manager ensures that any event runs smoothly through pre-planning activities and determining what the customer wants. They are responsible for creating project budgets for each event held at the restaurant in consultation with the Operations Manager. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Meet with the relevant stakeholders. The meeting should only be 15-20 minutes. Topics to be discussed: • Describe the products available from each supplier and how it meets the business objectives including prices • Discuss the positive and negatives of each supplier • Seek feedback on the suitability of each supplier from the stakeholders • Come to an agreement on which supplier to proceed with • Discuss business objectives, outcomes and KPI’s for new supplier During the meeting ensure that you demonstrate: • use appropriate non-verbal communication: Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 14

KII5094 Managing Hospitality Business Assessment 3 o open relaxed body language o appropriate eye contact o natural hand gestures o friendly facial expression ions o appropriate personal space (around 2 feet) o smile when appropriate o high personal presentation and hygiene such as neat uniform, no bo, good oral hygiene, neat hair and facial hair (if appropriate) • use appropriate verbal communication when interacting: o speak clearly o do not speak too fast or too slow o have good volume (not too loud and not too soft) o careful with tone of voice o used professional language o avoid slang, jargon and humour • use active listening skills when interacting: o make appropriate eye contact while client was talking o do not interrupt the client o use open, closed and probing questions to clarify client needs and preferences o summarise or paraphrased to confirm understanding where applicable o show interest through body language such as nodding, lean slightly forward etc. • leadership skills: o motivated team o enabled two-way communication o identified key skills and knowledge requirements o paid attention to the needs of others o encouraged creativity and motivated to think out of box o provided opportunity to take independent decisions Your trainer/assessor will observe your performance and complete the provided checklist. Activity 4: Email current packaging supplier Purpose For this task, students must maintain business relationships with suppliers and contractors through regular contact. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Supplier Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 15 of 41

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KII5094 Managing Hospitality Business Assessment 3 Each supplier provides products to the restaurant as agreed in contracts. Each supplier is reviewed and accepted in accordance with this policy to ensure that the supplier service is aligned with the business objectives before becoming an agreed supplier. The supplier for the purpose of this activity will be your Trainer/Assessor as the role of the contract person for PDF. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Email the supplier to inform of changes in the agreement. Topics to be covered in the email: • Reason for the email • Reason for the changes needed in the contract • Legal contractual stipulations as per the agreement already in place • Confirm required amendments in the current contract • You may choose to ask if the current supplier can offer products you are needing • Outcomes or the next step in the process • Ensure to thank the supplier for their continued ongoing business in other products received For the purpose of this task email your Trainer/Assessor. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Your Trainer/Assessor will return your email confirming the amendment requirements in the contract as they do not offer eco-friendly packaging. Activity 5: Amendment to the PDF supplier contract Purpose For this task, students must honour agreements and make adjustments to agreements in consultation with supplier. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Owner of the Business For the purpose of this activity the Owner of the business will be your Trainer/Assessor. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Amend the PDF supplier contract with the agreed changes as discussed via email with the PDF supplier contact. Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 16 of 41

KII5094 Managing Hospitality Business Assessment 3 Email the amended contract to the Owner for approval. For the purpose of this task email your Trainer/Assessor. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Include in the email • A copy of the amended contract. • Email to the Owner with the amended contract as an attachment. Activity 6: Email supplier amended contract Purpose For this task, students must honour agreements and make adjustments to agreements in consultation with supplier. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Supplier Each supplier provides products to the restaurant as agreed in contracts. Each supplier is reviewed and accepted in accordance with this policy to ensure that the supplier service is aligned with the business objectives before becoming an agreed supplier. The supplier for the purpose of this activity will be your Trainer/Assessor as the role of the contract person for PDF. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Email the amended contract to the Supplier for approval. For the purpose of this task email your Trainer/Assessor. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Include in the email • A copy of the amended contract. Your Trainer/Assessor will reply to your email thanking you for your continued business and the returned signed contract. Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 17 of 41

KII5094 Managing Hospitality Business Assessment 3 Email to the Supplier with the amended contract as an attachment. Activity 7: Email new supplier Purpose For this task, students must enter into new business relationship. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Supplier Each supplier provides products to the restaurant as agreed in contracts. Each supplier is reviewed and accepted in accordance with this policy to ensure that the supplier service is aligned with the business objectives before becoming an agreed supplier. The supplier for the purpose of this activity will be your Trainer/Assessor as the role of the contract person for the new packaging products. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Email the chosen new supplier for the eco-friendly packaging agreed upon in the stakeholder meeting in activity 3. Topics to covered: • Arrange a meeting with the supplier • Be clear about what you are offering and what you are interested in receiving from the business • Set guidelines for the upcoming discussion • Ask for a suitable time and date to conduct the meeting. For the purpose of this task email your Trainer/Assessor. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Your Trainer/Assessor will reply to your email thanking you for your interest in their business and an agreed time and place for the meeting. • Email to the new Supplier Activity 8: Prepare for the negotiation with new supplier Purpose Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 18 of 41

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KII5094 Managing Hospitality Business Assessment 3 For this task, students must Establish relationships in line with business requirements and policies and procedures. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Prepare for negotiations with new supplier and add or update information to the original new supplier document created in activity 1 from the feedback from the stakeholder meeting in activity 3. Ensure that the: • Objectives of the negotiation are clear (including your minimum acceptable outcome, your anticipated outcome and your ideal outcome) • Key performance indicators (KPI’s)are relent to the supplier and the needs of the business • Develop a plan for what to do if the negotiation or an outcome fails • Determine the business needs, the needs of the supplier and the reasons for the needs • List, rank importance and value issues and any potential concessions • Create an agenda for the flow of topics to discuss to ensure that the negotiations stay on track • Practice the negotiation. Tip: Researching negotiation techniques can assist to feel confident during the negotiation process and ensure that the goals and expectations are realistic and will be a win-win for both parties. You are required to update the supplier document. Activity 9: Supplier negotiations Purpose For this task, students must establish and manage positive business relationships. It requires the ability to use high level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 19 of 41

KII5094 Managing Hospitality Business Assessment 3 collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Supplier Each supplier provides products to the restaurant as agreed in contracts. Each supplier is reviewed and accepted in accordance with this policy to ensure that the supplier service is aligned with the business objectives before becoming an agreed supplier. The supplier for the purpose of this activity will be your Trainer/Assessor as the role of the contract person for new supplier. Note: This assessment will occur under workplace conditions or in a simulated Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 20 of 41

KII5094 Managing Hospitality Business Assessment 3 workplace whichever meets The RTO requirements Tasks to be performed Meet with the new supplier to negotiate the supplier contract. Ensure to decide on the communication style and be confident and calm during the negotiations. Follow the agenda and ensure to keep to the business objectives and the planned alternatives. The outcomes should be a win-win for both parties. Tips for effective negotiation from https://www.business.qld.gov.au/running business/marketing - sales/sales/selling - skills Do not: • confuse negotiation with confrontation—you should remain calm, professional and patient • become emotional—remember to stick to the issue, don't make it personal, and avoid becoming angry, hostile or frustrated • blame the other party if you can't achieve your desired outcome Do: • be clear about what you are offering and what you need from the other party • be prepared—think about what the other party needs from the deal, and take a comprehensive view of the situation • be consistent with how you present your goals, expectations and objectives • set guidelines for the discussion and ensure that you and the other party stick to them throughout the entire process • use effective communication skills including positive body language • prepare for compromise (but plan in advance where you can give discounts, and where you can't) • strive for mutually beneficial solutions • consider whether you should seek legal advice • ask plenty of questions • pay attention to detail • put things in writing During the meeting ensure that you demonstrate: • use appropriate non-verbal communication: o open relaxed body language o appropriate eye contact o natural hand gestures o friendly facial expression ions o appropriate personal space (around 2 feet) o smile when appropriate o high personal presentation and hygiene such as neat uniform, no BO, good oral hygiene, neat hair and facial hair (if appropriate) • use appropriate verbal communication when interacting: o speak clearly o do not speak too fast or too slow o have good volume (not too loud and not too soft) o careful with tone of voice o used professional language o avoid slang, jargon and humour • use active listening skills when interacting: o make appropriate eye contact while client was talking o do not interrupt the client o use open, closed and probing questions to clarify client needs and preferences o summarise or paraphrased to confirm understanding where applicable o show interest through body language such as nodding, lean slightly forward etc. Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 21 of 41

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KII5094 Managing Hospitality Business Assessment 3 • demonstrate high communication: o create trust and open lines of communication o uphold business policies, procedures, standards, culture and industry best practices o support the businesses beliefs, values and goals o conduct yourself with professionalism o be honest and showed mutual respect for others o be mindful and showed empathy during discussions o accept and welcome diversity in other people. Your trainer/assessor will observe your performance and complete the provided checklist. Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 22 of 41

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KII5094 Managing Hospitality Business Assessment 3 Activity 10: New supplier contract Purpose For this task, students must establish and manage positive business relationships. It requires the ability to use high level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Owner For the purpose of this role-play your Trainer/Assessor will play the role of the Owner of the business. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Develop new supplier contract from the supplier contract template with the new supplier details agreed upon in negotiation meeting. Email the contract to owner for approval. Inform the owner that new supplier has been added to the approved supplier record. For the purpose of this task email your Trainer/Assessor. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Include in the email: • A copy of the new contract Your Trainer/Assessor will reply to your email approving the contract. Email to the Owner including the attachment of the new supplier contract Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 23 of 41

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KII5094 Managing Hospitality Business Assessment 3 Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 24 of 41

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KII5094 Managing Hospitality Business Assessment 3 Activity 11: Email contract to new supplier Purpose For this task, students must establish and manage positive business relationships. It requires the ability to use high level communication and relationship building skills to conduct formal negotiations and make commercially significant business-to-business agreements. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Supplier Each supplier provides products to the restaurant as agreed in contracts. Each supplier is reviewed and accepted in accordance with this policy to ensure that the supplier service is aligned with the business objectives before becoming an agreed supplier. The supplier for the purpose of this activity will be your Trainer/Assessor as the role of the contract person for new supplier. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Email the new contract to the supplier to confirm the contract and return signed. Ensure that thank the supplier for their business and ongoing business partnership. For the purpose of this task email your Trainer/Assessor. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Include in the email: • A copy of the new contract The new supplier returns your email thanking Feast of Flavours for their business and the signed contract. Email to new supplier including the new contract as an attachment. Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 25 of 41

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KII5094 Managing Hospitality Business Assessment 3 Activity 12: Email supplier changes to all staff Purpose For this task, students communicate results of negotiations to appropriate colleagues and stakeholders within appropriate timeframes. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Owner of the Business For the purpose of this role-play your Trainer/Assessor will play the role of the Owner. Head Chef The head chef in charge of Feast of Flavours kitchen and is responsible for preparing the dishes and meeting the special customer request as per the order taken by the wait staff. The head chef is responsible to the kitchen team and the quality of products. They ensure that the kitchen performs as a team, as well as ordering and maintain food stock and interacting with suppliers. The Head Chef is responsible for designs and costing of menus in consultation with the Operations Manager. Front of House Manager The front of house manager is responsible for the effective running of the wait staff as well as the bar staff. They are responsible to ensure that customers are receiving fast and efficient service. They are responsible for ordering and maintaining beverage stock and interacting with suppliers. Events Manager The events manager is responsible for any events held at the restaurant. They must communicate with both the front of house and the kitchen when preparing for an event. The event manager ensures that any event runs smoothly through preplanning activities and determining what the customer wants. They are responsible for creating project budgets for each event held at the restaurant in consultation with the Operations Manager. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Email relevant staff with the results of the negotiations and details of the new supplier within 2 days of receiving the signed contract. For the purpose of this task email your Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 26 of 41

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KII5094 Managing Hospitality Business Assessment 3 Trainer/Assessor, but ensure that the email is directed at all relevant staff. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Email to stakeholders Review scenario 2. Activity 13: Email owner for approval to seek legal advice Purpose For this task, students must honour agreements within scope of individual responsibility, complying with agreed terms and evaluate and act on the need for specialist advice as required Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Owner of the Business For the purpose of this role-play your Trainer/Assessor will play the role of the Owner. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Email the Owner to request to seek legal advice in regards to the information provided by Con- Air. The email should describe why you need to seek legal advice and what you are hoping to achieve by contact the lawyers. For the purpose of this task email your Trainer/Assessor. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Email to Owner Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 27 of 41

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KII5094 Managing Hospitality Business Assessment 3 Activity 14: Seek legal advice Purpose For this task, students must evaluate and act on the need for specialist advice as required Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Lawyer A lawyer is a person who practices law. For contract lawyer a specialist is required. A contract lawyer can assist your business with drafting business agreements, contracts and deeds as well as provide information on if a party has breached the contract and what can be done if the contract is breached. For the purpose of this activity the lawyer is your Trainer/Assessor. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Email the lawyer with the information that Con-air has provided and seek information to what the options are with contract. For the purpose of this task email your Trainer/Assessor. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Email to lawyer Activity 15: Amend contract Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 28 of 41

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KII5094 Managing Hospitality Business Assessment 3 Purpose For this task, students must establish and manage positive business relationships. It requires the ability to use high level communication and relationship building skills to conduct formal negotiations and make commercially significant business-tobusiness agreements. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Owner For the purpose of this activity the Owner of the business will be your Trainer/Assessor. Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 29 of 41

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KII5094 Managing Hospitality Business Assessment 3 Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Amend or create new service contract for agreed contractor for the air conditioner servicing. Ensure all the details are correct as this is a binding legal contract once signed. Email contract to the Owner for approval before sending to the contractor. For the purpose of this task email your Trainer/Assessor. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Include in the email; • A copy of the new contract • Email to the Owner with the attachment of the new contract Activity 16: Communicate contractor change with staff Purpose For this task, students communicate results of negotiations to appropriate colleagues and stakeholders within appropriate timeframes. Role and participants Operations Manager Assume you are the Operations Manager and as part of your role you need to build and foster business relationships and identify and develop opportunities by way of collaboration, negotiation and setting in place formal agreements to decrease business costs and increase business profits. Owner of the Business For the purpose of this role-play your Trainer/Assessor will play the role of the Owner. Head Chef The head chef in charge of Feast of Flavours kitchen and is responsible for preparing the dishes and meeting the special customer request as per the order taken by the wait staff. The head chef is responsible to the kitchen team and the quality of products. They ensure that the kitchen performs as a team, as well as ordering and maintain food stock and interacting with suppliers. The Head Chef is responsible for designs and costing of menus in consultation with the Operations Manager. Front of House Manager The front of house manager is responsible for the effective running of the wait staff as well as the bar staff. They are responsible to ensure that customers are receiving fast and efficient service. They are responsible for ordering and maintaining beverage stock and interacting with suppliers. Events Manager Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 30 of 41

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KII5094 Managing Hospitality Business Assessment 3 The events manager is responsible for any events held at the restaurant. They must communicate with both the front of house and the kitchen when preparing for an event. The event manager ensures that any event runs smoothly through pre planning activities and determining what the customer wants. They are responsible for creating project budgets for each event held at the restaurant in consultation with the Operations Manager. Note: This assessment will occur under workplace conditions or in a simulated workplace whichever meets The RTO requirements Tasks to be performed Email relevant staff with the results of the negotiations and details of the new supplier within 2 days of receiving the signed contract. For the purpose of this task email your Trainer/Assessor, but ensure that the email is directed at all relevant staff. Ensure that the email has no spelling or grammar mistakes, is professional and is written in a polite business style following the business policies and procedures. Email to stakeholders Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 31 of 41

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KII5094 Managing Hospitality Business Assessment 3 Assessment Task 3: Checklist Student’s name: SID: Has the following been completed? Completed successfully? Comments Does the candidate meet the following criteria? Satisfactory / Not Satisfactory Trainer/Assessor Comments 1. Build business relationships 1.1 Establish relationships in line with organisational requirements and protocols. 1.1.1 Student read, understood and complied with the businesses communication policies and procedures 1.1.2 Student researched potential businesses to develop relationships with 1.1.3 Student assessed the suitability of businesses to establish relationships with 1.1.4 Student identified business objectives for business relationships 1.1.5 Student developed KPI’s for business relationships  Yes  No Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 32 of 41

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KII5094 Managing Hospitality Business Assessment 3 1.2 Use effective communication techniques to build business relationships 1.2.1 Student demonstrated appropriate nonverbal communication during interactions 1.2.1.1 open relaxed body language 1.2.1.2 appropriate eye contact 1.2.1.3 natural hand gestures 1.2.1.4 friendly facial expression ions 1.2.1.5 appropriate personal space (around 2 feet) 1.2.1.6 smile when appropriate 1.2.1.7 high personal presentation and hygiene such as neat uniform, no BO, good oral hygiene, neat hair and facial hair (if appropriate) 1.2.2 Student use appropriate verbal communication when interacting: 1.2.2.1 spoke clearly 1.2.2.2 did not speak too fast or too slow 1.2.2.3 had good volume (not too loud and not too soft)  Yes  No Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 33 of 41

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KII5094 Managing Hospitality Business Assessment 3 1.2.2.4 careful with tone of voice 1.2.2.5 used professional language 1.2.2.6 avoid slang, jargon and humour 1.2.3 Student used active listening skills when interacting: 1.2.3.1 made appropriate eye contact while client was talking 1.2.3.2 did not interrupt the client 1.2.3.3 used open, closed and probing questions to clarify client needs and preferences 1.2.3.4 summarised or paraphrased to confirm understanding where applicable 1.2.3.5 showed interest through body language such as nodding, lean slightly forward etc. 1.2.4 Students emails were: 1.2.4.1 Professionally written 1.2.4.2 Had no spelling or grammar mistakes 1.2.4.3 Polite business style 1.2.4.4 Complied with the business communication policy and procedure 1.2.4.5 Subject field of email was clear and concise 1.2.4.6 Did not capitalise all letters in subject field 1.2.4.7 Relevant recipients identified 1.2.4.8 If sending the email to more than one person the other person should be BCC to ensure privacy of personal information 1.2.4.9 Email includes greeting and name and position 1.2.4.10 Email body concise and to the point 1.2.4.11 Email checked for spelling and tone before sending 1.2.4.12 Tone was warm 1.2.4.13 Email signature is set up with the business signature 1.2.4.14 Opened and closed with a polite salutation 1.3 Proactively identify and take up opportunities to maintain regular contact with customers and suppliers 1.3.1 Student proactively sought opportunities for building business relationships 1.3.2 Student communicated regularly with  Yes  No Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 34 of 41

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KII5094 Managing Hospitality Business Assessment 3 suppliers and contractors 1.3.3 Student contacted contractor that was supplying service for quote to add new service 1.3.4 Student contacted PDF supplier to inform that new laws required to remove plastic from current contract 1.3.5 Student informed suppliers or contractor when any change occurred Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 35 of 41

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KII5094 Managing Hospitality Business Assessment 3 2. Conduct negotiations 2.1 Use negotiation techniques in line with professional and organisational protocols to maximise benefits of relationship for all parties. 2.1.1 Student read, understood and complied with business policies and procedures 2.1.2 Student used high communication techniques: 2.1.2.1 Created trust and open lines of communication 2.1.2.2 Upheld business policies, procedures, standards, culture and industry best practices 2.1.2.3 Supported the businesses beliefs, values and goals 2.1.2.4 Conducted themselves with professionalism 2.1.2.5 Was honest and showed mutual respect for others 2.1.2.6 Was mindful and showed empathy during discussions 2.1.2.7 Accepted and welcomed diversity in other people 2.1.3 Student represented the business in a professional manner 2.1.4 Student used appropriate non-verbal communication 2.1.5 Student used appropriate verbal communication 2.1.6 Student used active listening techniques 2.1.7 Student was clear about what they were offering and what needed from the other party 2.1.8 Student was prepared with: 2.1.8.1 business objectives 2.1.8.2 KPI’s 2.1.8.3 Determined business needs and needs of the supplier 2.1.8.4 Alternative plan with potential concessions, options or alternatives 2.1.8.5 Minimum acceptable and idea  Yes  No Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 36 of 41

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KII5094 Managing Hospitality Business Assessment 3 outcomes 2.1.8.6 Agenda for meeting 2.1.9 Student developed formal commercial agreements 2.1.10 Student conducted complex negotiations of significant commercial value. 2.1.11 Student evaluate complex internal and external issues that affect professional relationships 2.1.12 Student evaluated and complex internal and external issues that affect business negotiations and 2.1.13 Student identified appropriate options to resolve issues that affected professional relationships 2.1.14 Student anticipated and responded to challenges during the negotiation process 2.2 Incorporate feedback and input from colleagues into negotiation where appropriate. 2.2.1 Student arranged stakeholder meetings 2.2.2 Student meet with stakeholders and provided information on suppliers and contractors 2.2.3 Student sought feedback and ideas from stakeholders on suppliers and contactors 2.2.4 Student used information gathered from stakeholder meeting when assessing suitability of suppliers and contractors 2.2.5 Student included stakeholder input in decision with business relationships  Yes  No 2.3 Communicate results of negotiations to appropriate colleagues and stakeholders within appropriate timeframes 2.3.1 Student emailed stakeholders outcomes of negotiations 2.3.2 Student informed staff of required information within 2 days of activity 2.3.3 Student communicated regularly with stakeholders on supplier and contractor information  Yes  No 3. Make formal business agreements. 3.1 Confirm agreements in writing according to organisational requirements, using formal contracts where appropriate 3.1.1 Student interpreted complex agreements, conditions and contracts 3.1.2 Student evaluated commercial data and cost structures 3.1.3 Student used business templates for  Yes  No Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 37 of 41

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KII5094 Managing Hospitality Business Assessment 3 agreements and contracts 3.1.4 Student entered correct information into agreements and contracts for suppliers and contractors 3.1.5 Student gained approval of contracts before sending to contractor and suppliers 3.1.6 Student complied with businesses policies and procedures 3.2 Obtain approvals for all aspects of formal agreements according to organisational procedures 3.2.1 Student read, understood and complied with business policies and procedures 3.2.2 Student gained approval for new and amended contracts from the Owner as per the business policies and procedures 3.2.3 Student emailed changes needed or requirements to relevant stakeholders before updating or creating contracts 3.2.4 Student entered information from agreements from suppliers and contractor into formal agreements 3.2.5 Student emailed new or amended contracts to suppliers and contractor to sign that corresponded to agreed information from supplier and contractors  Yes  No 3.3 Evaluate and act on the need for specialist advice as required 3.3.1 Student recognised when specialist advice was needed 3.3.2 Student emailed the owner to seek approval to contact the lawyer from the information provided in scenario 2. 3.3.3 Student actioned specialist advice by contacting the lawyer as stated in the policies and procedures  Yes  No Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 38 of 41

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KII5094 Managing Hospitality Business Assessment 3 4. Foster and maintain business relationships. 4.1 Proactively seek, review, and act upon information needed to maintain sound business relationships. 4.1.1 Student read and understood the requirements needed from the provided scenarios 4.1.2 Student researched suitable businesses to enter into business relationships with 4.1.3 Student assessed suitability of business relationships 4.1.4 Student determined business needs and objectives 4.1.5 Student determined needs in the business  Yes  No relationships 4.1.6 Student reviewed approved business suppliers and contractors 4.1.7 Student gathered information and assessed if the business relationships would be; 4.1.7.1 Local, interstate or overseas 4.1.7.2 General details of the business 4.1.7.3 How stable the business is 4.1.7.4 The quality of products and services 4.1.7.5 If the business has an ABN 4.1.7.6 If an overseas supplier was used the student checked for ethical and moral standards 4.2 Honour agreements within scope of individual responsibility, complying with agreed terms 4.2.1 Student contacted the lawyer to confirm if contract was breached or needed to honour the agreement with Con-Air 4.2.2 Student contacted PDF to amend contract to remove plastic packaging within the agreed terms  Yes  No 4.3 Take account of agreed performance indicators 4.3.1 Student developed applicable KPI’s for suppliers and contractors 4.3.2 Students KPI’s were relevant to the business needs and objectives 4.3.3 Students KPI’s were realistic 4.3.4 Student assess suitability of suppliers and contractor using the developed KPI’s  Yes  No Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 39 of 41

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KII5094 Managing Hospitality Business Assessment 3 4.4. Make adjustments to agreements in consultation with customer or supplier and share information with appropriate colleagues. 4.4.1 Student contacted suppliers and contractor with details of changes to confirm agreement 4.4.2 Student amended contracts with accurate information correlating to the agreed changes 4.4.3 Student contacted the owner to confirm agreement amendments before sending to suppliers or contractors 4.4.4 Student sent amended contracts to suppliers or contractors to sign 4.4.5 Once received sign contract informed stakeholders of changes corresponding to the amended changes  Yes  No 4.5. Nurture relationships through regular contact and use of effective interpersonal and  Yes  No communication styles. 4.5.1 Student communicated via email, phone or face to face with suppliers, contractors and stakeholders 4.5.2 Student contacted or communicated with suppliers, contractors and stakeholders where required 4.5.3 Student demonstrated positive verbal and non- verbal communication when interacting with suppliers, contractors and stakeholders 4.5.4 Student demonstrated active listening and leaderships skills when suppliers, contractors and stakeholders 4.5.5 Student demonstrated high communication skills when interacting with suppliers, contractors and stakeholders: 4.5.5.1 Created trust and open lines of communication 4.5.5.2 Upheld business policies, procedures, standards, culture and industry best practices 4.5.5.3 Supported the businesses beliefs, values and goals 4.5.5.4 Conducted themselves with professionalism 4.5.5.5 Was honest and showed mutual respect for others 4.5.5.6 Was mindful and showed empathy during discussions 4.5.5.7 Accepted and welcomed diversity in other people 4.5.6 Student built strong business relationships Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 40 of 41

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KII5094 Managing Hospitality Business Assessment 3 Kingsford International Institute |CRICOS: 03689D RTO: 45363 |KII5094| Jan 2023 v1.0 Page 41 of 41

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Assessment 3 (1)

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