SITXHRM003 Assessment task 3 SIBN V1.0

Assessment Cover Sheet Student Name Thanet Chipachip Student ID IBN220091 Unit Code / Unit Name SITXHRM003 Lead and manage people Assessment No. 3 Date of Submission 14/6/2022 Student Declaration : I certify that:  I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source.  I have read the Assessment and Student Handbook and I understand all the rules and guidelines for undertaking assessments.  I give permission for my assessment material to be used for continuous improvement purposes. Student Signature: Thanet Chipachip Date: 14/6/2022 Trainer/Assessor Feedback Trainer/Assessor Signature_______________________ Date: ____ / _____ / ______ SIBN College V1.0 May 2022 Page 1 of 23

Result: □ Satisfactory | □ Not Satisfactory SIBN College V1.0 May 2022 Page 2 of 23

Assessment Task 3 SITXHRM003 The observation criteria in each Part of this assessment below provide a guideline for criteria relevant for each task. Submissions You must: o Demonstrate and submit all the evidences required in Part A, B and C Your assessor will be looking for:  monitor individual or team performance demonstrating at least four of the following leadership and management roles: o decision making o delegation of tasks o information provision o provision of feedback o motivation through recognition and rewards o planning and organising  seek and respond to feedback from team members during the above service periods, in line with organisational goals and policies in the following areas: o allocation or performance of work o effectiveness of communication within team, between other teams or within organisation o efficiency or deficiency in workplace practices. SIBN College V1.0 May 2022 Page 4 of 23

Assessment Task 3 SITXHRM003 Service Instances – Details You will be observed monitoring individual or team performance demonstrating at least 4 of the following leadership and management roles: (Select 4) decision making delegation of tasks information provision provision of feedback motivation through recognition and rewards planning and organising The selected roles may be observed individually on several occasions or during e.g. preparation and service for a function, organising or holding an event or similar where a complete operational cycle can be observed. Instance Date Duration from ... to... Leadership role observed Instance 1: 9/6/22 3pm to 4pm Information provision 9/6/22 3.30pm Motivation through recognition 9/6/22 4pm Delegation of tasks Instance 2: 10/6/22 4pm Information provision 10/6/22 4pm to 4.30pm Delegation of tasks 10/6/22 4.05pm Decision making Instance 3: 10/6/22 7.08pm to 7.38pm Decision making 10/6/22 7.09pm Information provision 10/6/22 7.38pm Motivation through praise Instance 4: 11/6/22 3pm to 5.30pm Provision of feedback 11/6/22 4pm Motivation through SIBN College V1.0 May 2022 Page 5 of 23

Assessment Task 3 SITXHRM003 Instance 1: Information provision Team member: 3 (Manager, Waiter, Chef) At a restaurant, introduce and train new waiter. Waiter: Hi. I’m looking for the manager. Manager: Hello. You must be the new waiter. I’m the manager here. Welcome to our restaurant. Let me show you around. Waiter: Okay. At the kitchen. Manager: Over here is the kitchen, our chef will be in here. He will be doing all the cooking and when the food is ready to serve, you will hear a bell and the food will be place on the table over there. Chef will put the docket underneath the plate, you can see the table number and the name of the dish. Waiter: So, if I hear the bell, I should collect the food from there and serve to the table? Manager: Yes, that’s right. Chef place a dish on the table. Waiter: Okay. Wow, that plate looks so good. Manager: Not only looking good, but taste very good as well. Our chef was awarded best chef of the year three years in a row. Waiter: Wow. Chef: Please…. I’m flattered. Manager: Sometime, not every day, chef will have special menu, he will inform us and we have to put the special menu on the board over there for the customer. If you see a special menu, you will have to inform the customer. Waiter: When should I inform the customer? Manager: When the customer is seated, when you hand over the menu to the customer, you can inform them about the special menu. Waiter: Oh, okay. At the bar. Manager: And over here, we have the bar. Our bartender will prepare and make the drinks here. He will also serve the drinks to the table. However, if the bar gets busy, he will place the drinks onto a tray SIBN College V1.0 May 2022 Page 7 of 23

Assessment Task 3 SITXHRM003 and place it on the bench here. If you see drinks on a tray on this bench, you can collect the tray and serve it to the table. Same as the food, Waiter: Okay. If customer order alcohol drink, do I have to check their ID? Manager: Of course, Yes, if you are taking the order and see that they look under the age of 18, please always check their ID. Waiter: Okay. At the reception/cashier desk. Manager: Now, this is the cashier. You will be placing order and process the payment here. I will show you how to use the system later. Manager: This sheet of paper will always be here, you can see the table number from here. Have a look. Waiter: Oh, okay. Manager: These are our food menu and these are our drink menu. You can take the menu from here and place on the table when the customer come in Waiter: Okay. Manager hand over the menus to Waiter. Manager: For now, please have a look at our food and drink menu and see what we have. For our food menu, we have entrée, main and dessert. For our drink menu, we have wine, beers, spirits, cocktails and non-alcoholic beverages. Today, you will not take order yet, but you will be running the food and drink to see what they look like. If you are unsure of anything, please ask me or any of the staff. Waiter: Thank you. SIBN College V1.0 May 2022 Page 8 of 23

Assessment Task 3 SITXHRM003 PK: They always deliver at 3 pm every Tuesday and Friday. Bank: I got it and I will send you an e-mail when I order to supplier and then you can follow up my task. PK: Thank you Bank Next is Ploy PK: As you are in charge, I would let you confirm of booking and check all special request from customer. Ploy: I will call customer and let them confirm the number of people in bookings. PK: The problem is it always increase and decrease the number of each booking even they confirm. Ploy: No worry I will spare seat for them. PK: And don’t forget to ask them for any special request. Ploy: Sure, I will ask them for any allergic also. PK: And prepare some cake if they have birthday. Ploy: Sure, and I will let you know as soon as possible. PK: Thank you Ploy. SIBN College V1.0 May 2022 Page 10 of 23

Assessment Task 3 SITXHRM003 Instance 3: Decision making Manager: Today I’m going to talk about public holiday “Queen birthday “we need to arrange the role as position manage restaurant on a busy day or busy hour Manager: PK You are supervisor here i would like you make a roster on that week and include public holiday as well you can add more people on public holiday that week is long weekend PK: How many people would you like? Manager: I would like you put 2 more people in the front and 2 more people in the kitchen try to put 2 people look after customer and service outdoor area and can do greeting as well when customer come and another 2 people indoor 1 in the bar, please and you can do all-rounder to help every section but specially in the bar PK: Ok I will make sure everything necessary is done keep things running smoothly and I will monitor waitress and customer when to encourage waitresses when to provide recognition when to provide feedback and when to adjust the deployment plan if needed Manager: PLOY you are head waitress here you have to manage a booking on call and walk in try to make a second setting much you can and monitoring service solving customer issue make sure tables are clear as fast as possible Ploy: Yes, I will try to fix and manage a booking and look after all waitress and will arrange fix position for them including customer service welcoming guests ordering delivering the food and beverage and supervise financial SIBN College V1.0 May 2022 Page 11 of 23

Assessment Task 3 SITXHRM003 Richard: What do you think if I will provide all staffs the training? Lisa: I think that is a good idea because we can improve their skills and know what their responsibilities is for doing the job. Richard: Ok, I will discuss about this topic with Joan, then we can go ahead to fix this problem. Lisa: For another issue, I think we can use the point-of-sale system to support our staffs. This system can accommodate this requirement, making every process simpler, easier and faster. Also, it can support us to avoid any wrong order from our customer. Richard: I agreed with you that we can use it to support the business. Lisa: For the cost of this system, I will find the best deal then I will share you when getting it. Richard: Ok, good. I’m waiting for your feedback. Thank you for coming today. Lisa: Ok, thank you Part A – Planning monitoring 1. Once you have selected the activities with your trainer, you will need to develop a plan for the situation(s) where you undertake monitoring including: A. An overview of the activities typically undertaken by the team in the workplace or simulated training environment Instance 1: Training and information is provided for new staff by the manager Instance 2: Delegation of tasks and planning for the booking/event SIBN College V1.0 May 2022 Page 13 of 23

Assessment Task 3 SITXHRM003 Instance 3: Short-term decision making and involve team member in the decision Instance 4: Performance feedback and recognition to the team member B. A description of the team Total of six staffs including one manager, one chef, one bartender, three waiters. C. The job roles and duties undertaken by each team member Restaurant manager:  Organize and supervise shifts.  Train new or current employee.  Oversee operation of the restaurant.  Handle customer complaints,  Coordinate between Front of House and Back of House. Chef:  Prepare ingredients for cooking.  Prepare the food.  Create new recipe.  Monitoring the food quality.  Review and order the inventory.  Ensure clean and safe kitchen. Bartender:  Prepare alcohol or non-alcohol beverages.  Interact with customers, take orders and serve snacks and drinks.  Mix ingredients to prepare cocktails.  Check customers’ identification and confirm it meets legal drinking age. Waiter:  Greet and escort customers to their tables,  Inform customers about the day’s specials.  Take food and drinks orders.  Check customers’ IDs to ensure they meet minimum age requirements for consumption of alcoholic beverages.  Communicate order details to the Kitchen Staff.  Serve food and drink orders.  Carry dirty plates, glasses and silverware to kitchen for cleaning.  Deliver checks and collect bill payments. SIBN College V1.0 May 2022 Page 14 of 23

Assessment Task 3 SITXHRM003 When the tasks are given or delegated to the staff, the manager should monitor and follow up on the how the staff are performing the tasks. The manager can gather information about the employees, and where training may be necessary, all of which leads to an increase in effectiveness, and ultimately an increase in good teamwork and performance. H. The provisions for de-briefing staff at the end of the service instance(s) De-briefing staff at the end of service is shown in instance 4. This is to provide feedback to the staff of what went well and what need to be improved. If the staff has done a good job, then the feedback should be positive. This is to encourage them by giving recognition, praise and sometime rewards. If you need to provide criticism to a staff, then the feedback should be constructive. This is help them to improve without making them feel stressful or wanting to quit. SIBN College V1.0 May 2022 Page 16 of 23

Assessment Task 3 SITXHRM003 Part A – Planning monitoring S NYS Provides an overview of the activities undertaken in the workplace/ department S Provides an overview of the team characteristics S The individual job roles for each team member are provided S The tasks typically performed in each job role are provided S A description of how tasks are planned for the monitoring instance is provided S A description of how task requirements are organised for the monitoring instance is provided S A description of how tasks are allocated and communicated to staff for the monitoring instance is provided S The planned task allocation is suitable to the individual job roles and task typically performed S The provisions for decision making processes are explained S The provisions for and principles of delegation processes are outlined S The documentation which will be used for briefing, information of staff to plan and undertake the service instance is explained S The key steps for monitoring are outlined relevant for the type of tasks performed by the team and the monitoring instance. S The de-brief provisions and details are outlined S Comments SIBN College V1.0 May 2022 Page 17 of 23

Assessment Task 3 SITXHRM003 2. Encourage open communication with the team S S S S 3. Decision are made as a team S S S S 4. Agreed and respect the decision made S S S S Decisions are made collectively and agreed on S S S S Valid concerns are considered and evaluated S S S S Delegation of Tasks S S S S Tasks for delegation are discussed: S S S S 1.Choose the staff S S S S 2.Explain the reasons S S S S 3.Explain the jobs S S S S The individual capacity is considered for delegation of tasks S S S S The potential barriers which may affect delegation or associated tasks are identified S S S S Tasks are explained clearly S S S S Delegation is implemented and followed up S S S S Shortfalls or problems are identified S S S S The reasons for performance issues are identified: _________________________ S S S S Pro-active steps are taken to ensure the outcomes are achieved: _________________________ S S S S Mentoring and coaching is used to help staff to achieve tasks where possible S S S S Provisions of Feedback S S S S Provides feedback and encouragement to staff where difficult or new tasks are undertaken S S S S Provides fee back on individual performance S S S S Provides feedback on team performance S S S S Feedback to staff is provided in a constructive manner S S S S Student seeks feedback from individuals in the S S S S SIBN College V1.0 May 2022 Page 19 of 23

Assessment Task 3 SITXHRM003 workplace Student seeks feedback from the team S S S S The feedback received is used to suggest changes for the operation S S S S Where feasible, suggested changes from feedback are implemented into processes S S S S Suggestions and improvements from the team are acknowledged as “coming from the team” S S S S Motivation through Recognition and Rewards S S S S Motivates team members to achieve tasks through supportive actions and constructive feedback S S S S Recognises and uses praise for achievement of individuals and the team overall S S S S Uses rewards where applicable within realistic means and constraints S S S S Comments: SIBN College V1.0 May 2022 Page 20 of 23