Student Name, Student Number, SITXHRM003 TASK 1

docx

School

Royal Gurkhas Institute of Technology in Melbourne *

*We aren’t endorsed by this school

Course

SITHKOP002

Subject

Computer Science

Date

Feb 20, 2024

Type

docx

Pages

Uploaded by MateBoulderWombat23

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: Assessment Task 1: Written questions T ASK SUMMARY a) You are to answer all written questions. R ESOURCES 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). W HEN AND WHERE DO I NEED TO COMPLETE THIS TASK ?  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. W HAT DO I NEED TO SUBMIT ?  Your answers to each question in this task. I NSTRUCTIONS  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. QUESTION 1 a) Three ways a manager/supervisor/team leader might identify a quality problem or issue with a product or service in their workplace are: Such as: 1 when the Manager received a complaint from an external customer, this is where you where you identify a problem…. 2 when a manger inspecting a faulty equipment, …… etc. 1. 2. 3. b) The six steps in an accepted problem-solving model are: Explain: Such as Step 1: Define the problem ………

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: 1. Define the problem 2. . 3. . 4. . 5. . 6. . c) Five examples of workplace problems that have an operational and/or customer service impact are: Explain: Such as, 1 When there is any delay and serving time delivering to customer……, 2 when there is equipment breakdown….. etc. 1. . 2. . 3. . 4. . 5. QUESTION 2 a) Three strategies managers/supervisors/team leaders can use to optimise the chance of finding out from colleagues about ways to improve workplace efficiency and service levels are: Explain: Such as, 1 Seeking out any relevant information amongst staff members in the meeting… 2 researching online etc. 1. 2. 3. b) Three ways managers/supervisors/team leaders can monitor efficiency and service levels through a service session are: Explain: Such as, 1 by simply talking to external customers about the product or service provided by staff… 2 by observing the staff at workplace….. etc. 1. 2. 3.

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: QUESTION 3 Three ways a supervisor/team leader can provide staff and managers with information that could help with their future planning for the business are: Such as 1 Through compulsory management meeting…….. 2 providing verbal advice to the staff……, 3 by presenting a Powerpoint slides the findings in the meeting…… etc. 1. 2. 3. QUESTION 4 Managers/supervisors/team leaders can ensure their day-to-day workplace activities assist the business achieve its organisational goals by: Explain: Such as 1 communicating to higher management to determine their goals/expectations for the business…. 1. QUESTION 5 Three ways supervisors can learn about current and emerging trends which might present opportunities for their business/department/team are: Explain: Such as 1 Becoming a member, by joining an industry hospitality association……, 2 attending or visit hospitality Trade show events…… etc. 1. 2. 3. QUESTION 6 Outline one staff development consideration for each of the following: a) A change in job responsibilities What do you need to consider when: Such as when there is a change in job responsibilities, so what needs to be upgrade for this staff? For example: You consider., are their skills and knowledge required, still relevant?

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: b) Arranging external training and professional development. Such as to consider the cost of the short course? To consider the benefits it could provide for the organisation?? c) The team member has been promoted into a new position. Such as Upon the promotion, to consider a to what the new team member needs to be trained and considered? To consider Policies, Responsibilities etc? d) Arranging internal training and professional development. Consider the cost of the training such as handouts to be print? To consider the time invested? Equipment etc? e) Providing opportunities for greater autonomy or responsibility. Need to consider the capability of the staff? How much responsibilities should be given? QUESTION 7 Describe three important things to consider when delegating tasks to team members. When delegating tasks to team members the following could be taken into consideration? Explain: Such as 1 give clear expectations and goals for the tasks…. ?? 2 could be well define……….? 1. 2. 3.

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: QUESTION 8 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. a) 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. a) Jeff could have: There are service and waiting time issues, how did Jeff know? Where he got the information from? Such as 1 Jeff could observed the guests’ body language?? 2 Analyse the past sales record? 3 Checking customer feedback forms for complaints? Such as analysing the customer feedback forms, talking to customers/guests etc, talking to staff ? 1. 2. 3. 4. b) How might Jeff have determined there was a decline in sales and patron numbers? How did Jeff know that there is a drop in customers coming to the restaurant? Such as checking the customer booking sheet? Compare the figure from past sales figures etc? Such as Jeff could have checked the food orders. 1. c) What are three techniques Jeff might use to share the information he has about the looming problem?

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: Such as Jeff might use: Printed handouts of data findings to give to staff in meetings? Such as discuss in the meeting with Power-point presentation, discussion ? 1. 2. 3. d) Identify three pieces of information about the issue Jeff could/should share with the team. What are the 3 information Jeff can share with the team? Such as the service standard required by the company? Such as Jeff should share: by analysing past services as indicated by management and all customer survey data? 1. 2. 3. e) How might Jeff challenge the suggestion that all he needs to do to improve things is hire more staff? Such as Jeff might ask them to calculate the percentage labour costs for one day given the hours worked by staff on a recent day?? Such as looking at the roster to ensure there are not too many staff are being allocated, calculate labour costs? 1. f) 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? Such as using Brain storming techniques. 1. 2. 3. g) List three actions Jeff could take to support individual staff members to improve their service times. Such as Actions Jeff could take are: by providing workplace coaching, mentoring etc ?? Such as providing on the job coaching / training to that staff? Workshop etc 1. 2. 3.

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: QUESTION 9 a) Name five things that determine the overall planning and organisation of work in different sectors of the hospitality industry? Explain: Such as the 1 Budget will be required for any smooth running of the industry since it determines the finances involved like the money invested etc? 2 2 Customer demands could also determine etc? 1. 2. 3. 4. 5. b) For each of the following services name three factors that influence the way work needs to be organised/planned for the upcoming session: c) 1) Housekeeping Explain what factors influence the work for House keeper? : Such as: Factors such as number of guests booked in, timing taken to clean the rooms, how many booking, quality of services etc Such as The number of rooms being checking in/out daily by guests who stayed at the hotel. 1. 2. 3. 2) Front office AS a receptionist at the hotel, what factors any influence your work? Such as the Number of bookings and rooms available for booking in the hotel. 1. 2. 3. 3) Kitchen Such as the Number of bookings being made for breakfast, lunch and/or dinner. Menu? How many staff available? 1. 2. 3.

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: 4) Dining room Such as the number of bookings by guests for dinner service? 1. 2. 3. QUESTION 10 a) Describe the leadership and management roles applicable to your hospitality industry sector. What is role and responsibilities of for example: Head Chef or Team Leader or Floor Manager? Choose one example. b) What are the roles and functions of a supervisor? QUESTION 11 a) What is the difference between a ‘programmed’ decision and a ‘non-programmed’ decision? Programmed decision usually relate to repetitive decision that can be handled by established business rules or procedures etc…. Non-programmed decisions are unique, not very structured. Usually handle by techniques such as using your own judgment, intuition to solve any problems etc…. GOOGLE ONLINE. You need to explain both decisions yourself. A ‘programmed’ decision: ?? A ‘non-programmed’ decision: ?? b) Three ways “programmed” decisions help resolve typical workplace issues are:

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: Explain: Such as we can always refer any decisions made, back in the company for the policies and procedures etc. 1. 2. 3. QUESTION 12 a) As a manager list two industrial/legislative issues that affect how you plan/organise work for employees. Explain: The two industrial/ awards when planning/ organising work for employees that kitchen managers should consider are: Such as 1 all staff are to follow the requirements of the Fair Work Australia. What are the requirements? Such as Wages, Maximum weekly hour etc 1. 2. Explain: Such as all staff are to follow the requirements of WorkSafe Victoria mainly the Occupational Health and Safety Act 2004 (OHS Act) which is the main workplace health and safety law in Victoria. Explain: Such as Employers must provide safe equipment to staff, wearing full PPE etc. b) Describe three workplace health and safety procedures that a manager must ensure are in place and being implemented to protect the health and safety of all employees Explain the instructions: 3 workplace health and safety procedures that a manager must ensure, such as wearing full PPE, storage of dangerous chemicals/goods etc. 1. 2. 3. QUESTION 13

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: As the manager/supervisor or team leader in hospitality services, it is important that you are aware of specific service information relevant to customers. List five important facilities/promotions/service options that all employees must be aware of to inform customers : Explain: Such as any reward loyalty program, any special dining vouchers, menu specials, 24hours room service etc. 1. 2. 3. 4. 5. QUESTION 14 What are six things you can do to act as a positive role model for people you lead and manage? Being a role model, Such as always respect staff and co-workers, showing confidence and empathy, providing regular communication etc. 1. 2. 3. 4. 5. 6. QUESTION 15 What are six things you can do to show support for and commitment to organisational goals when leading and managing people? Such as providing positive feedbacks and comments to staff, encourage team bonding allowing staff to build closer relationship etc 1. 2. 3. 4. 5. 6. QUESTION 16 What are six ways a workplace leader can treat people/workers with integrity, respect and/or empathy?

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: Explain: Such as being punctual and on time and ready to complete tasks, be fair and treat all staff equally etc. 1. 2. 3. 4. 5. 6. QUESTION 17 Give five examples of plans and objectives that may need to be communicated to teams. Such as meeting the sales target, discussing staff productivity at work etc 1. 2. 3. 4. 5. QUESTION 18 a) What are three innovative approaches work teams might be encouraged to take by team leaders? Explain: Such as o ffering opportunities for self-development, training staff for the new technologies implemented etc 1. 2. 3. b) Describe three ways team leaders might encourage teams to develop innovative approaches at work? Such as encourage staff to be more creative in their thinking, lead by example by setting motivational goals so that everyone etc 1. 2. 3.

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: QUESTION 19 Describe three ways in which leaders/supervisors can model and encourage open and supportive communication within their teams. Explain: Such as paying attention and eliminate distractions, involving all staff to develop solutions to any problems etc 1. 2. 3. QUESTION 20 a) What are six examples of information that team leaders should seek from the wider organisation to share with their teams? Such as any changes in organisational policies and procedures should be made known to each staff, any new equipment needed to implemented and trained etc . 1. 2. 3. 4. 5. 6. b) Describe three ways team leaders/supervisors might obtain information from the wider organisation to share with their teams. Such as schedule a m eeting with management where they can present their issues, read management emails and memos etc. 1. 2. 3. c) What are three ways team leaders/supervisors might share information from the wider organisation with their teams? Such as By providing handouts and pamphlets to describe any new changes etc 1. 2. 3.

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: d) Give two examples of how team leader/supervisors might represent the team and communicate their interests, needs and ideas to the wider environment Such as Using electronic options to pass on the information such as emails, group messages. 1. 2. QUESTION 21 a) What are three things team leaders/supervisors should seek feedback from their teams about as part of developing team commitment and cooperation? Explain: Such as for task allocation or delegation, would there be more or less direction on your work? For communication, is there sufficient liaising between staff and management? 1. 2. 3. b) What are three keys to seeking feedback from teams as part of developing team commitment and cooperation? Such as show interest, create a culture of open and honest communication, thanks staff after they have put in suggestions, take notice of any negative body language etc 1. 2. 3. QUESTION 22 List two benefits of using presenting awards to reward good performance/ achievement of individual staff. What are the 2 advantages when giving awards to staff? Explain: Such as a way to motivate staff for their hard work, more committed to their work?? Etc. Describe briefly. 1. 2.

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: QUESTION 23 What are three ways a team leader/supervisor might provide recognition and reward for team achievements? Explain: Such as through acknowledge staff be presenting them with certificate or awards, through promotion, pay rise etc. 1. 2. 3. QUESTION 24 a) What is the name given to the leadership style that expects workers to follow the rules, display a formal work attitude and respect the chain-of-command? Which is the name of this Leadership style? Choose one only. Which types? 1. Bureaucratic style of leadership? OR 2. “Laissez faire” style of leadership? OR 3. Autocratic leadership is the leadership? OR 4. “Democratic” style of leadership? b) Briefly describe the ‘laissez faire’ style of leadership. Delegate different tasks for staff…….. etc explain c) What is the name given to the leadership style that is an authoritarian style based on telling employees what to do using threats and punishments to achieve results? Which types? Choose one: 5. Bureaucratic style of leadership? OR 6. “Laissez faire” style of leadership? OR 7. Autocratic leadership is the leadership? OR“Democratic” style of leadership? OR

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: d) Briefly describe the ‘democratic’ style of leadership. Consult with staff….. etc explain QUESTION 25 What are six characteristics of effective leadership? Explain: Such as must have Ethical and moral character, one must be honest and have a good moral character. 1. 2. 3. 4. 5. 6. QUESTION 26 a) Describe six characteristics of effective teams. Explain: Such as Team Goals - Establishing defined team roles, with a respect for each role’s part in achieving the common goal etc. Open communication? Time management? 1. 2. 3. 4. 5. 6. b) What are four roles and attributes of effective team members? Such as members is to participate in team meetings, do whatever is assigned to them, and actively participate, showing respect, etc 1. 2.

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: 3. 4. c) What are five common potential team problems? Such as Lack of trust between team members, no cooperation from team member, crucial to teamwork, Not sharing information regularly and generously for the benefit of everyone etc d) What are five practical ways to improve workplace team dynamics? Such as know your individual team member, immediately address any issues when arise etc 1. 2. 3. 4. 5. e) Describe the benefits of effective teamwork. Such as trust will be built upon, Promotes a wider sense of owners etc 1. QUESTION 27 How does motivation assist when leading and managing people? Explain: Such as may inspire employees to work hard, give good praise and rewards etc 1. QUESTION 28 a) Briefly explain Maslow’s Hierarchy of needs motivation theory. Such as Maslow's hierarchy of needs is a motivational theory in psychology comprising a five-tier model. Explain 5 needs.

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: b) What are the three categories identified by Alderfer’s ERG theory of motivation? Clayton P. Alderfer's ERG theory from 1969 condenses Maslow's five human needs into three categories. What are the 3 categories? Such as 1. Existence needs…… etc Explain c) Herzberg developed the ‘Two factor theory of motivation’: what are the two factors? Such as 1. Hygiene factors …. Etc Explain 2. ??

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: QUESTION 29 Outline two factors a manager of a restaurant should consider when informing staff of plans to implement new cash registers. Explain: When there is a new cash registers, what things you need to consider? Such as need to consider the staff’s skills and knowledge? How training should take place? Where and when training start? Explain. 1. 2. QUESTION 30 Outline how developments in training methodologies should be considered when training restaurant staff. Explain: Such as Before training staff, what needs to be consider? Which types of methods are best suit? Demonstration? Question and answer? Are they appropriate to them? What are the ways staff best learn from? QUESTION 31 Outline two factors to be considered by a manager when implementing changes to expectations, roles and responsibilities of team members in policies and procedures. Explain: Such as how managers can inform staff, how they will be affected? Through communication? Identify any overlap with existing policies? 1. 2. QUESTION 32 Provide one example of why it’s important to inform new team members on job roles, responsibilities and expectations for each of the following: a) importance of adhering to restaurant policies and procedures Explain: Why are you following restaurant policies and procedures? The one reason??

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

UNIT CODE: SITXHRM003 LEAD AND MANAGE PEOPLE STUDENT NAME: STUDENT NUMBER: Such as to make sure all staff follow the same work procedures and rules? Ensure work is carried out safely? Standard are maintains? b) Practices for cooperative and open communication Explain: Such as communicate in order to coordinate different services? c) Nature and scope of work for their job role Explain: Such as better matching workers with jobs?? Staff better understand what needs to be done, their roles? d) Interdependent areas of activity within the restaurant Explain: Such as staff can concentrate on their own task for that particular work? e) Importance of effective relationships with others in the workplace Such as Better time management? Target or deadlines will be met? f) Reporting requirement for their job role Explain what are the requirement when reporting? Such as staff will know who is the person to report to? Who to get information from? What information etc? What do I need to hand in for this task? Have I completed this? Your answers to all questions 

Student Name, Student Number, SITXHRM003 TASK 1

Related Documents