SITXHRM003 Assessment task 1 SIBN V1.0

Assessment Cover Sheet Student Name Thanet Chipachip Student ID IBN220091 Unit Code / Unit Name SITXHRM003 Lead and manage people Assessment No. 1 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 15

Result: □ Satisfactory | □ Not Satisfactory SIBN College V1.0 May 2022 Page 2 of 15

Assessment Task 1 SITXHRM003 Your assessor will be looking for: SIBN College V1.0 May 2022 Page 4 of 15

Assessment Task 1 SITXHRM003  roles of and functions performed by supervisors and managers: o decision making o delegating tasks o monitoring staff o planning and organising o providing information:  organisation performance  changes in organisational policies  marketing information and targets  overall organisational objectives  plans for new equipment  rationale for management decisions  technology updates  training developments  expectations, roles and responsibilities of team members: o adhering to policies and procedures o cooperative and open communication o nature and scope of work o relationships with others in the workplace and interdependent areas of activity o reporting requirements  considerations in the individual development of staff: o change in job responsibilities o external training and professional development o formal promotion o internal training and professional development o opportunity for greater autonomy or responsibility  features of different leadership styles  features of open and supportive communication  characteristics of effective leadership  principles of teamwork and: o characteristics of effective teams o roles and attributes of team members o organisation of teams o potential team problems o benefits of effective teamwork  role and theories of motivation as they apply to the management of individuals and teams  the role of group dynamics in successful team management  forms of recognition and reward applicable to leading staff: o acknowledging individual good performance to the whole team o incentive initiatives o informal acknowledgement o presenting awards o written reports to management o types of organisational plans and planning processes. SIBN College V1.0 May 2022 Page 5 of 15

Assessment Task 1 SITXHRM003 2. Discussion - If there are differences or conflicts of opinion the team must be able to come to an amicable agreement through discussion of the issues. Question 4: List the 2 individual job roles of members in YOUR team, and describe what each role does. Job Role 1: Job Function: Restaurant Manager - Coordinate Front of the House and Back of the House restaurant - Organise and supervise shifts - Recruiting and managing employees - Organise stock for goods, kitchen utensils and cleaning products - Handling customer complaints Job Role 2: Job Function: Wait staff - Welcome customers and lead them to their seats - Take orders - Make recommendations on specialties - Deliver orders to the table - Deliver checks and accept payment Question 5: List 2 common problems teams may encounter. 1. Communication breakdowns - Team members may not listen to each other, not contribute during meetings, nod in agreement without actually agreeing with decisions, talk over each other, or avoid talk and not offering suggestions at all. 2. Lack of proper leadership - This occurs when the team is not given clear direction, tasks are not delegated and incentives and rewards are not put in place. Question 6: What does ‘Group Dynamics’ mean? Group dynamics describes the way in which people in a group interact with one another. People behave differently when they are alone and when they are participating as part of a group or team. The behaviour of the group as a whole is also different to the behaviour of a collection of individuals with no common bond. Question 7: List 3 advantages of working as a team, as opposed to working SIBN College V1.0 May 2022 Page 7 of 15

Assessment Task 1 SITXHRM003 individually. 1. For large businesses such as resorts and hotels, forming teams can give people a sense of belonging when they might otherwise feel anonymous. 2. Teams can provide a sense of togetherness and camaraderie, increase morale and encourage a fun atmosphere 3. Team members support each other and can help make the work environment pleasant Question 8: The most important part of being a leader is setting a good example. Why is this? The most important part of being a leader is setting a good example. It is no good telling people what to do and how to act, if you are not going to hold yourself to the same standards. Question 9: List 2 ways you can act to send a positive message to your team as a leader: 1. Recognition can take many forms, from an informal pat on the back 2. Reward staff with formal or informal praise, such as verbal praise, awards, written reports to more senior managers Question 10: What is a manager’s role in achieving company goals? As a manager you will need to foster a team environment to improve the success of your business. A key to creating a team environment is recognising both team and individual contributions to achieving the goals of the group. Focusing an individual's goals on a team-oriented service standard can help to achieve the goals. As a leader and manager you will spend most of your time dealing with people. Operational issues will always be important but as your responsibilities increase you will find that people issues take up more and more of your time. This requires you to become adept at solving the operational issues as efficiently as possible, while at the same time you will need to acquire the necessary people management skills so you can perform all aspects of the required job. Question 11: Why must you show your staff that you support the business goals? As the manager of a team, it is up to you to help your team achieve the SIBN College V1.0 May 2022 Page 8 of 15

Assessment Task 1 SITXHRM003 Question 16: Setting KPIs helps to keep the organisational goals, in line with the plans and objectives of your team. List 2 good KPIs that might help your team achieve the organisational goals. 1. Increase average sales per head spent to $30. 2. Increase the occupancy rate to average of 70% per day. Question 17: Why is setting a KPI of ‘increased sales’ a bad KPI for helping your team achieve business goals? It is not specific, measurable and no time frame. It is essential to set clear guidelines and quantitative performance indicators. If these are not set then there is no effective way of measuring the performance and success of the team. KPIs should be set up so that they cover the major goals and objectives of a team in a quantifiable way. Question 18: What type of communication methods can you use to help a team become more independent and take responsibility for their own work? 1. open team meetings 2. open communication Question 19: You must inform staff of what is expected in their individual role or activities they undertake. One example is making sure you have told them expected outcomes – list 2 other aspects you must clearly communicate to them: 1. Level of productivity required 2. Service standards Question 20: How can encouraging open communication and innovative thinking help your team meet goals? By encouraging a culture of open communication and innovative thinking, your staff may alert you to new technologies, suggest better ways of doing things, or find new ideas or ways to do things that can improve service, save time or increase sales. Question 21: List 2 innovations in the hospitality industry, that you may discuss SIBN College V1.0 May 2022 Page 10 of 15

Assessment Task 1 SITXHRM003 with your team: 1. Social network marketing and special offers 2. Tablet-based ordering systems Question 22: Why is encouraging and rewarding staff important? Recognizing and rewarding good performance validates the team members and helps encourage and motivate them. Incorporating a rewards and recognition program helps increase employee engagement, leading to many benefits for the company, like increased productivity and retention. Question 23: List 2 ways to reward individual or team performance. 1. Some managers use staff incentive initiatives to motivate and reward staff, these may include vouchers, time off, food and drink offers. 2. Some managers reward staff with formal or informal praise, such as verbal praise, awards, written reports to more senior managers, or a Professional Development Awards (PDA) program. Question 24: List 2 benefits of communicating with your staff and involving them in making decisions. 1. This gives each employee the opportunity to voice their opinions, and to share their knowledge with others. While this improves the relationship between manager and employee, it also encourages a strong sense of teamwork among workers. 2. It is a good way to gather information about the employees as to how they work in a team environment, and where training may be necessary, all of which leads to an increase in effectiveness, and ultimately an increase in good teamwork and performance. Question 25: List 2 ways to show your employees that you support and value open communication within the team 1. Specific operational aspects of the team's work should be left to the team to allow them decision-making powers. This immediately provides ownership to the team and starts the development of commitment. SIBN College V1.0 May 2022 Page 11 of 15

Assessment Task 1 SITXHRM003  Increased employee engagement.  Give your people something they actually want. Question 30: Finish the sentence. If the employee has done a good job, then the feedback should be positive. If you need to provide criticism to an employee, then the feedback should be constructive. Question 31: List 3 benefits of delegation 1. Saving the manager's time to do more important tasks 2. Reducing manager stress and imbalance of workload 3. Increasing employee morale Question 32: List 2 reasons managers don’t delegate. 1. Lack of faith - Often managers will feel that their employees do not have the necessary skills, enthusiasm or desire to conduct a task. Believing that your employees are inferior is a sure way of making them perform poorly. If confidence and faith are shown, then this may be justified by the employee's actions. 2. Fear of failure - Building on the lack of faith in employees, managers may also be afraid of repercussions following on from a poorly done job. If the person the task was delegated to fails in it, then in the eyes of their superiors, the manager has failed too. Question 33:List 2 ways you can help individuals develop within a team 1. Giving them more responsibility within the team 2. Offer formal training or professional development SIBN College V1.0 May 2022 Page 13 of 15

Assessment Task 1 SITXHRM003 Question 34: KPIs should conform to the SMART principle. What does S.M.A.R.T. stand for?  Specific  Measurable  Achievable  Result-oriented or Relevant  Time-bound Question 35: List 2 aspects which can affect how much coaching or mentoring a person may need. 1. If people are new or inexperienced in their role, then they will require more involvement from their supervisor to get the job done correctly and efficiently. 2. If you have identified performance issues through the use of your KPIs, then you will need to deal with the problems. Some team members will require specific mentoring or coaching to help them through their duties. Question 36: When it comes to motivation – what is more important to most people than money? Everybody has something that interests them that they like to do even when there is no financial, social or other obvious reason for doing so. People often can't explain why they like doing things, other than it makes them feel good and that they enjoy it. It is simply for feelings such as satisfaction, pride and personal achievement. Question 37: Why is recognising and rewarding good performance important? Recognizing and rewarding good performance validates the team members and helps encourage and motivate them. Many teams are harmonious and successful because management takes the time to show their appreciation. Regular reinforcement of appreciation can help to keep team members happy and focused. Question 38: List 2 examples of motivational theories 1. Drive Reduction Theory SIBN College V1.0 May 2022 Page 14 of 15