SITXMGT001 Student Logbook

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First published 2020 RTO Works www.rtoworks.com.au hello@rtoworks.com.a u 0452 157 557 © 2020 RTO Works This resource is copyright. Apart from any fair dealing for the purposes of private study, research, criticism or review as permitted under the Copyright Act 1968, no part may be reproduced by any process without written permission as expressed in the RTO Works License Agreement. Hospitality Works is a subdivison of RTO Works. It is a suite of training and assessment resources developed for the Hospitality Industry.

Hilton Academy: Level 6, 250 Collins Street, Melbourne, VIC. 3000, Australia. Email: info@hilton.edu.au | Website: www.hilton.edu.au RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 Version 1.0 – Updated on 01 Nov 2020 About this Student Logbook This Student Logbook is where you will record evidence of the knowledge and skills you have developed during your training for this unit. It also serves as a handy reference guide on what you need to do during your assessment and how you should go about doing it. Student details section Fill in the table below: Student Name: Shreyan Acharya Student ID: HA22SA003 Trainer/Assessor name: Shilpi Date of Submission: 30/08/2023 Completing your reflective reports You are expected to complete a reflective report for each of the eight scenarios described in the Student Assessment Guide for this unit. A template has been provided for each report. Each report follows a similar format – it begins with a series of questions and then asks you to reflect on your experiences. Try to think about the highlights of each scenario when you are writing your reflection. You might also find the following questions useful: • What skills and techniques did I use? • What policies and procedures did I follow? • How did I ensure efficiency, safety and quality? • How did I ensure that my team met quality standards? • What did I learn during the service and how might I apply it in future? • What might I do differently next time? At the end of each template, you will find a supervisor endorsement. Supervisor declaration Your workplace supervisor’s feedback forms an important part of the assessment process and it is essential you have your supervisor complete their section of each of your reflective reports and fill in the supervisor declaration after the summary section. Keep in mind that, if you are completing your assessment in your Hilton academy kitchen, your trainer will be your workplace supervisor and should endorse your journal. Without their endorsement, your Logbook will be incomplete and it is likely to be returned to you for resubmission. Logbook summary There are a number of requirements you must fulfil within your assessment process, so a Logbook Summary has been provided. Make sure you keep this section up to date – it will help you keep track of any outstanding requirements. What do I need to demonstrate? During your assessment for this unit, you will be required to demonstrate a range of the skills and knowledge that you have developed during your course. These include: • monitoring and improving workplace operations by:

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SITXMGT001 Monitor work operations o monitoring the achievement of your organisation’s goals o monitoring the achievement of your organisation’s quality assurance standards o identifying quality problems and issues and making appropriate adjustments to procedures o proactively consulting with colleagues about ways to improve efficiency and service levels o exploring potential for new technologies and other innovations in improving efficiency and service levels o providing feedback to colleagues and management o identifying and evaluating current and emerging industry trends and practices and applying them to your own work situation o improving sustainability of day-to-day operations planning and organising workflow by: o assessing current workloads o scheduling work to maximise efficiency and customer service o operating within budgetary constraints o delegating work according to delegation principles o assessing workflow and progress against agreed objectives o providing colleagues with feedback and coaching to prioritise workload o providing feedback to management regarding staffing needs monitoring and 3 experiences with team members o challenging and testing ideas within the team o providing feedback, coaching and support o completing and submitting records • solving problems and making decisions by: o identifying and analysing workplace problems (operational and customer service) o initiating short-term resolutions o analysing problems for long-term impacts and potential solutions o encouraging team member participation in problem resolution o follow-up on effectiveness of solutions. Tips for completing this logbook • Read through your logbook (and your SITHKOP005 assessment) before you get started and make sure that you understand what you need to do. If you are unsure, speak to your assessor and/or workplace supervisor. • Stay up to date! Complete a logbook entry at the end of each service period and ask your supervisor to do the same. Providing organised, complete evidence forms part of your assessment. o monitoring the efficiency of your team o monitoring your team’s service levels supporting team members by: o monitoring team and individual performances o sharing information, knowledge and Hilton Academy: Level 6, 250 Collins Street, Melbourne, VIC. 3000, Australia. Email: info@hilton.edu.au | Website: www.hilton.edu.au RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578

• Stay in touch with your assessor. Ask questions, raise issues, check in, communicate. Most importantly, ask for help if you are having trouble! Hilton Academy: Level 6, 250 Collins Street, Melbourne, VIC. 3000, Australia. Email: info@hilton.edu.au | Website: www.hilton.edu.au RTO: 40735 CRICOS: 03796A ABN: 24 111 139 578 SITXMGT001 Monitor work operations 4

SITXMGT001 Monitor work operations 6 Logbook assessment summary Use this list to keep track of your progress. Please note that you may identify more than one scenario for a service session. Student name: Shreyan Acharya _____________________________________________________________ Student number: HA22SA003______________________________________________________________ I have completed a reflective report for each of the following situations. Evidence has been provided. Situation Date Reflective report Endorsed by supervisor ☐ Monitoring and improving workplace operations ☐ ☐ ☐ Innovation ☐ ☐ ☐ Sustainability ☐ ☐ ☐ Planning and organising workflow ☐ ☐ ☐ Monitoring and supporting team members ☐ ☐ ☐ Problem solving ☐ ☐ ☐ Contingency planning ☐ ☐ ☐ Performance management ☐ ☐ Supervisor Declaration Section Note for student: Please note, that one of these declarations must be completed by each workplace supervisor who oversaw at least one of your scenarios. If you completed all your shifts (and therefore scenarios) at the one venue then you would only submit one. If your logbook contains entries from different kitchens and venues then please have each supervisor you work under complete one at the end of all your designated shifts. Please provide this page to your workplace supervisor at the completion of your required shifts. This needs to be completed in addition to the supervisor endorsement section of your reflective reports. One copy has been provided in this logbook but you can make additional copies as needed. Supervisor name: shilpi Position:

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SITXMGT001 Monitor work operations 7 Relationship to student (for example, head chef/shift supervisor etc): During the situations described in the student’s reflective reports that I have endorsed, the student: • worked within the organisation’s policies and procedures ☐ Yes ☐ No • worked to a professional level in line with the organisation’s usual roles and responsibilities ☐ Yes ☐ No • worked safely ☐ Yes ☐ No • monitored and improved workplace operations Yes ☐ No ☐ • planned and organised workflow ☐ Yes ☐ No • monitored and supported team members ☐ Yes ☐ No • solved problems effectively ☐ Yes ☐ No • made effective decisions • kept accurate records. ☐ Yes ☐ No Please provide any feedback to the student here: The student has permission to submit the information contained within the reflective reports completed below and any supporting documentation (including organisational policies and procedures, menus, recipes and work product) for the purposes of assessment. ☐ Yes ☐ No Supervisor signature: Contact number: Date: Reflective Report Templates

SITXMGT001 Monitor work operations 8 a. Monitoring and improving workplace operations Look for a situation where you identified an efficiency gain or service level improvement. The example you report on should support the organisation to achieve its goals or quality assurance initiatives. You will report on how you made adjustments to a procedure or system, how you consulted with colleagues and how the adjustments that you made improved efficiency. You will also discuss how you supported the organisation’s goals and quality assurance initiatives. Was there potential for a new technology or innovation? How did you consider input from colleagues and provide feedback? 1. Describe the situation that you have chosen to report and reflect on. Once, there was an instance when our menu items were unavailable, causing inconvenience for customers trying to view their options on the TV screen. To address this, I suggested introducing a scanner feature on each table. This way, customers could access the menu on their smartphones or smart devices, place orders, and even select between dining in or opting for takeout. Implementing this solution wouldn't just boost sales but also enhance overall customer satisfaction. 2. Draw an organisational chart for your team and your organisation. Briefly describe your operational role and how it aligns with similar organisations within your organisation’s industry sector. 3. Describe the steps that you took to monitor the efficiency and service levels of your team. How did the operations of your team support the overall goals of your organisation? Monitoring Team Efficiency and Service Levels: Defining Key Performance Indicators (KPIs): Specify the exact metrics that mirror team efficiency and the calibre of service provided. These metrics encompass elements like response durations, resolution percentages, customer contentment scores, and more. Gathering Data: Put in place systems to capture pertinent data. This could involve employing software tools to log interactions, gauge completion times for tasks, and compile customer input. Analysing Performance: Perpetually scrutinize the data to unearth trends, zones that need enhancement, and potential predicaments. Discern patterns that might spotlight areas where the team is excelling or grappling. Identifying Root Causes: When deviations arise from anticipated performance, delve into the fundamental causes. These might span from technical glitches to procedural inefficiencies or scarcity of resources. Executive Chef Executive Sous chef Department chef chef Restaurant Cooks Helper / Apprentice

SITXMGT001 Monitor work operations 9 Harmonizing Team Operations with Organizational Objectives: • Harmonizing Goals: Ascertain that the team's aims synchronize with the overarching objectives of the organization. This might involve formulating objectives that directly contribute to upsurges in revenue, customer gratification, or other strategic priorities. • Lucid Communication: Convey the organization's ambitions and strategies to the team. Team members should apprehend how their undertakings interlace with the grander scheme of things. • Periodic Engagements: Arrange routine gatherings to discourse advancement, obstacles, and congruity with organizational objectives. This cultivates a sense of responsibility and liability within the team. 4. How did the operations of your team support the quality assurance initiatives of your organisation? For example, how did you ensure that your team operated in a way that ensured that your organisation’s quality standards were achieved? 1. Documentation of Processes: Thoroughly document the procedures and protocols engaged in the provision of products or services. This documented information serves as a reference manual, ensuring uniformity and adherence to the established quality criteria. It should encompass all phases from initial planning to ultimate delivery. 2. Training and Skill Advancement: Confirm that team members possess the requisite proficiencies and knowledge to meet the set quality standards. Administer ongoing training to keep them updated with the latest industry methodologies and quality prerequisites. 3. Quality Control Inspections: Institute regular checks and assessments across the production or service provision trajectory. These evaluations aid in the early detection of deviations from quality standards, thereby diminishing the probability of defects reaching the customer. 4. Quality Audits: Conduct periodic quality audits to gauge the comprehensive alignment with quality standards. These audits can be undertaken by internal or external teams, offering an impartial evaluation of the team's operations. 5. Feedback Mechanisms: Set up a mechanism for feedback, enabling team members to report issues, propose enhancements, and spotlight potential quality concerns. Foster an environment of open communication and collaboration. 6. Continuous Enhancement: Cultivate a culture of continuous enhancement within the team. Encourage team members to actively seek opportunities to refine processes and pinpoint areas amenable to quality enhancement. 7. Analysis of Root Causes: In instances of quality-related complications, conduct thorough root cause analysis to unveil the fundamental reasons. This approach precludes recurrence by addressing the root of the issue instead of merely treating symptoms. 8. Data-Driven Decision Making: Employ data and metrics to make well-informed decisions pertaining to quality assurance undertakings. Monitor key performance indicators (KPIs) to track advancement and pinpoint trends. 9. Interdepartmental Cooperation: Collaborate with other teams and divisions implicated in the overarching chain of product or service delivery. Quality assurance should constitute a collaborative Endeavor that traverses the entire organization. 10. Customer Input: Accumulate and scrutinize customer feedback to apprehend their perceptions of quality. Employ this feedback to institute enhancements and address any areas of concern. 11. Standard Operating Procedures (SOPs): Construct and sustain a comprehensive compendium of standard operating procedures that delineate step-by-step directives for diverse tasks. This ensures uniformity and diminishes the risk of errors.

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SITXMGT001 Monitor work operations 10 5. Describe the quality problems and issues that you identified. How did you work with your team to make adjustments to procedures and systems to ensure that the problems and issues didn’t reoccur? How did you consult? What approvals did you seek for the changes? How did you challenge and test ideas within the team? The main concern we're encountering is the lack of sufficient sauce in each burger. The reduction in sauce is negatively impacting the flavors of our burgers, and on the other hand, customers aren't favouring it when there's too little sauce. To address this issue, our solution involves introducing a precision sauce dispenser. This device ensures accurate sauce portions every time, resulting in consistency without inflating costs. After conducting a successful test in one store, we've implemented this solution across all our stores based on the positive results. 6. How did you provide feedback to colleagues and management about changes to systems, procedures and planning? 1. Thorough Documentation: Begin by comprehensively documenting the proposed alterations. Detail the motivations behind the changes, the anticipated advantages, and the systematic procedure for their implementation. This documented material will function as a point of reference for your communication. 2. Formulate a Proposal: Craft a formal proposal that succinctly outlines the modifications, their reasoning, and the potential consequences for the organization. Incorporate data or instances that substantiate the necessity for change. 3. Recognize Stakeholders: Identify the individuals or teams who will encounter the direct ramifications of the modifications. This could encompass colleagues, supervisors, and other pertinent parties. 4. Arrange Meetings: Coordinate meetings with the pertinent stakeholders to introduce your proposal. Ensure the chosen time accommodates everyone's availability and allocate ample time for deliberation. 5. Present the Proposal: During the meeting, deliver your proposal with clarity and brevity. Employ visual aids like slides or diagrams to visually elucidate the changes and their advantages. Be ready to address queries and attend to concerns. 6. Highlight Advantages: underscore the favourable outcomes that the changes are poised to bring about. This might encompass enhanced efficiency, cost reductions, heightened customer satisfaction, or other pertinent benefits. 7. How did you evaluate current and emerging industry trends and practices to inform changes and improvements to efficiency and service? The prevailing trend involves the widespread adoption of barcodes in bars and cafes, offering convenient accessibility and enhanced dependability for both patrons and proprietors. Customers can opt for either takeaway or dine-in experiences using their mobile phones and complete payments directly, all without needing to interact with the staff at the front counter. 8. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I The technique I follow using the new barcode technology that not only help the company in sale but also help in inventory management making sure maintaining the quality standard the one thing follow the new trends and adopt as soon as possible to be head in market. Supervisor endorsement Supervisor name: Shilpi Position: chef

SITXMGT001 Monitor work operations 11 Signed: Shilpi b. Innovation Look for a situation where you evaluated a current or emerging industry trend or practice and applied it to your own practice. You will report on how the innovation benefitted you, your organisation and/or your team. 1. Describe the situation or innovation that you have chosen to report and reflect on. In response to these difficulties, the restaurant establishment opted to integrate barcode technology across its processes. Every item was allocated an exclusive barcode containing vital details like product information, pricing, and stock status. 2. Describe the trend or practice and how you applied it to your own practice. The most cutting-edge development is the utilization of barcode technology, which has become prevalent in numerous fast-food establishments. This advancement aids customers in swiftly placing orders and expedites the payment process, eliminating the need to wait in queues. 3. Describe how the innovation benefitted you, your organisation and/or your team. We have adopted barcode technology and implemented it at each table, which is proving to be highly advantageous for our restaurants in several ways: 1. Efficient Order Handling: Barcodes can be assigned to menu items, tables, or customer orders. Scanning these codes streamlines the process of entering orders, leading to fewer errors and ensuring precise item selection. 2. Rapid Table Turnover: The utilization of barcode-based order management expedites the ordering and delivery process, enabling quicker table turnovers. This agility can potentially boost revenue by accommodating more customers. 3. Minimized Order Errors: Barcode scanning significantly reduces the potential for human errors during order-taking and processing. As a result, customer satisfaction improves, and instances of incorrect orders decrease. 4. Swifter Service: Barcode technology facilitates faster communication between the kitchen and servers. Orders are transmitted immediately upon scanning, reducing waiting times for customers. 5. Effective Inventory Management: Barcodes can be employed to track kitchen and bar ingredients and supplies, aiding inventory management, reducing wastage, and ensuring timely restocking. 6. Accurate Billing: Barcode scanning ensures accurate billing by matching ordered items with those served. This reduces disputes and enhances transparency with customers. 7. Enhanced Customer Experience: Quicker service and reduced errors contribute to an overall improved dining experience for customers. Reduced wait times increase customer satisfaction and the likelihood of return visits. 8. Data Insights: Transactions involving barcodes offer valuable data on customer preferences, popular menu items, peak hours, and more. This data informs menu planning and business strategies. 9. Loyalty Programs: Barcodes can seamlessly integrate into loyalty programs, allowing customers to earn and redeem rewards through scanning, encouraging repeat business. 10. Kitchen Efficiency: Barcoded orders can be organized and prioritized in the kitchen, leading to smoother workflows and timely food preparation 11. Hygiene and Safety: Barcodes reduce the need for physical contact with menus or cash, promoting hygiene and safety, particularly in the context of the COVID-19 pandemic.

SITXMGT001 Monitor work operations 12 12. Simplified Training: Barcode systems simplify staff training. New employees can quickly grasp the ordertaking and processing process, reducing training time. 13. Remote Ordering: Through mobile apps, customers can scan QR codes to access digital menus, place orders, and pay remotely. This reduces physical interaction and wait times. 14. Integration with POS Systems: Barcode systems seamlessly integrate with Point of Sale (POS) systems, ensuring accurate sales recording and simplifying financial tracking. 4. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time. The new merging trend I introduced barcode scanner for table that not only help faster checkout and also new fun experience for customer and help them to order on table and not wait in line and company has benefit with more easy access with payment and top performance product and favourable and not only help them in evaluation. Supervisor endorsement Supervisor name: Shilpi Position: manager Signed: Shilpi

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SITXMGT001 Monitor work operations 13 c. Sustainability Look for a situation where you responded to an opportunity to improve the sustainability of an operation. You will report on what the operation was, how you improved it and what the sustainability benefits were. 1. Describe the situation that you have chosen to report and reflect on. A restaurant had long been providing plastic bags to customers for their purchases. However, as concerns about plastic pollution and environmental degradation increased, both customers and the management of the store began to recognize the negative impact of single-use plastic bags on the environment. Biodegradable and Compostable Bags: Instead of traditional plastic bags, the store introduced biodegradable and compostable bags made from eco-friendly materials. These bags would break down naturally over time, minimizing their impact on the environment. • Reducing Single-Use Plastics: The restaurant switches from single-use plastic containers and cutlery to biodegradable or reusable alternatives. This significantly reduces plastic waste and the negative environmental impact associated with plastic production and disposal. • Implementing Sustainable Sourcing: The restaurant starts sourcing ingredients from local farmers and suppliers. This reduces the carbon footprint associated with transporting food long distances, supports the local economy, and ensures fresher ingredients for the customers. • Composting and Food Waste Management: The restaurant introduces a composting system for food waste. This waste is turned into nutrient-rich compost that can be used to support local agriculture, reducing the amount of waste that goes into landfills. Sustainability and Social Responsibility Benefits: Waste Reduction: By using biodegradable or reusable containers and implementing composting, the restaurant significantly reduces its waste production, contributing to a cleaner environment and reduced landfill usage. Local Economy Support: Sourcing ingredients locally supports local farmers and producers, fostering community relationships and reducing the carbon footprint associated with long-distance transportation. Energy Conservation: Energy-efficient appliances and practices lower the restaurant's energy consumption, reducing its carbon emissions and operating costs. 2. Describe how you improved the sustainability of your operation – how did the operation work initially? What was the change that you made? What were the sustainability and social responsibility benefits? 1. Reusable Packaging: The restaurant transitioned from disposable to reusable utensils, containers, and bags for takeout orders. Customers were encouraged to return these items, and a small incentive was provided for each returned item. 2. Renewable Energy: The restaurant invested in solar panels to generate a portion of its energy from renewable sources. This move reduced their reliance on fossil fuels and lowered their carbon footprint. 3. Waste Separation and Recycling: They implemented a comprehensive waste separation and recycling program. This involved educating staff about proper waste disposal methods and collaborating with local recycling facilities. 4. Sourcing Local Ingredients: The restaurant began sourcing a significant portion of their ingredients from local farmers and producers. This not only supported the local economy but also reduced transportation emissions associated with long-distance supply chains. 5. Community Engagement: The restaurant initiated community engagement programs, such as hosting workshops on sustainable cooking and inviting local schools for educational tours about sustainable practices in the food industry.

SITXMGT001 Monitor work operations 14 3. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might apply this in future? What might I do differently next time? The techniques I used in my restaurants is removing the single use plastic and converting in to sustainable packaging paper bags, paper straws using seasonal menu option so that less wastage of food ensuring the quality of food by using fresh ingredients from the local so that there is efficiency in supply chain applying this in company standard in polices so that everyone knows it. Supervisor endorsement Supervisor name: Shilpi Position: manager Signed:

SITXMGT001 Monitor work operations 15 d. Planning and organising workflow The Student Logbook, planning documentation and supervisor observations that you complete for SITHKOP005 fulfil many of the requirements for this section. Select one service period and explain the process that you used to schedule and delegate work. You will also report on how you assisted your team to prioritise their workload. 1. Describe the service period that you selected to report and reflect on. Explain your rationale for selecting this particular service period. I've chosen the dinner shifts for my observation period, noting that there's a staff shortage during the evening when it gets busier in comparison to the morning shifts. 2. Describe the steps that you took to assess each person’s workload and to schedule their work. How did you ensure that efficiency would be maximised? How did you ensure that the customer service and quality standards would be maintained throughout the service period while ensuring that budgetary constraints would be adhered to? Review tasks of each team member Effectively manage workload by taking task management into account. Start by organizing all tasks according to importance, size, and timeline. No matter how small the organization may be, there will always be tasks of higher importance, and this is where prioritization should take place. Setting a distinction on what the team will focus on allows you to prioritize tasks and make the highest priority work conform to every situation in case team members need to adjust and adapt. 3. Consider the team's workload capacity Capacity planning is essential to planning the workload because it prevents an overload of responsibilities and the fair distribution of tasks according to the team's capacity. We also recommend conducting a workload analysis which is a tool used to measure workload management. You should also keep track of team members' holidays, sick days, full-time and part-time availability, and the schedule of contractual or third-party experts hired by your team. By recognizing each employee's function and availability, and lining that up with the due dates of your projects, it becomes easier to plot tasks against each person's capacity. 4. Assign tasks strategically Now that you have listed and categorized tasks and looked into your team's capacity, you can start assigning work to your team members. Delegate tasks according to their skill set and account for each task's dependencies linked to another task. Dividing project work into smaller tasks or subtasks also helps to avoid multitasking and taking on unplanned new tasks. Allocate and reassign tasks if needed, making sure that balancing team workload is the primary goal. Also, remember that realistic deadlines are as essential as task management. It helps save time in the long run, instead of passing the task back and forth to adjust its quality, rather than just submitting one with excellent value. 5 Monitor schedules Keeping up to date with everyone's assigned tasks can be tricky, especially when you already have millions of things on your mind. However, today's technology allows you to easily oversee schedules using a resource management tool, so that you can see who's doing what and where your projects are up to. Good team management tools often include the facility for time tracking, calculating utilization rates for performance analysis, and keeping an eye on consumed billable hours. If you're unsure if your team is already handling an unbalanced workload, you can keep track of signs and find a way to distribute them evenly with our guide on workload. 6. Recognize the importance of feedback When it comes to proper workload management, important feedback between project managers and the team can make a big difference. Listening to your team members when constructing an effective workload management plan is essential. Connect and create rapport between and among your team and

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SITXMGT001 Monitor work operations 16 maintain open lines of communication. ensure that the customer service and quality standards would be maintained throughout the service period as each employee has assign the task and follow the instruction so standard its maintained budget will be controlled by following proper procedure. 3. Describe the principles that you applied to delegate work throughout the service period. In the morning shift first person need to setup kitchen including placing the tool and equipment at right place , switching on the stove grills fryer and canape withing the time limit so that next person coming can take the order 4. Describe the process that you used to assess and adjust workflow throughout the service period. How did you ensure that dishes would be served as per customer and organisational expectations and timelines? 1. Outline your back of house workflow, starting with inventory Restaurant workflow planning should begin with the back of house. The menu is the heart of a restaurant, and every action taken inside the restaurant pushes toward the goal of preparing and serving those dishes. So, the food is where we begin: o Record everything you purchase and how it is used in recipes o Record every item of food that’s wasted, and the reason why Let staff easily mark orders as delivered so everyone knows it has arrived, and receive orders to make sure they are accurate to see your stock levels and COGs update automatically. This means you’ll be able to stay on top of stock levels (in real time), and everyone involved with food prep is able t o assess what’s needed for the day is on hand and ready to go 2. Make it easy to see what tables need attending to The operation latosols begin the moment a customer walks through the door. It’s a familiar dance, a warm welcome followed by the confirmation of the number of guests to be seated, and then you lead them to an empty table. 3. Table management Lightspeed’s table management tool lets you view, at a glance, how your service is performing. • Instantly see the status of each table with handy colour-coding • Know which tables have been filled but haven’t ordered • See which guests haven’t been attended to in a while • Know who has just asked for the bill 4. Take orders accurately The order- taking phase of your customers’ experience is possibly the most critical. Even the best waitstaff are at risk of human error, so it’s important to do everything possible in the preparation to set them up for success. Starting with the menu. Nearly every item in your menu will have its own discrete order flow. Even simple things such as a cup of specialty coffee can get complicated. What size? Milk? Soy? Cream? Black? Sugar? Artificial sweetener? For ordering, the first workflows you’ll design should be in your point of sale, for each item on your menu where it’s needed. This way, the selection of an entree causes prompts with variations and modifications. So when someone orders a steak, there’s no forgetting how to proceed. 5. Send orders to the right place Once an order is placed at the point of sale, the next step is to let the kitchen know what to make. In smaller venues or during non- peak hours, it’s easy to walk over to the chef/barista and to let them know what needs to be prepared. But if like our venue is larger with more components (say a bar, a kitchen with different stations and a few seating sections) or enjoys plenty of foot traffic and is always packed, production printers and kitchen display screens can be a real lifesaver. 6. Kitchen printers Using remote production printers means that the details of each order are automatically sent where they need to go. This is another case of advanced preparation that sets your establishment and staff up for success. You can

SITXMGT001 Monitor work operations 17 also define at the item level where the order prints. This means the people who receive the printed dockets only see what they need to. Ring up a customer who wants a cheeseburger (with tomatoes, pickles and extra sauce) and a beer, and you can send the food order to print in the kitchen where it’s picked up by the chef, while the beer order goes to the bar. 7. Kitchen display screens If you prefer to go paperless a kitchen display screen works just as well. The principle is the same – sending orders from the point of sale to where they need to go – but instead of printing it out on a slip, the orders get sent to a screen instead. These printing and display setups can be as robust as you need them to be, but keep in mind that production printers should be facilitating kitchen workflow, not dictating it. For example, fine-dining establishments – where specialisation in the kitchen is a given – might want to put printers at various stations in the kitchen, while a single printer is probabl y all that’s necessary for a small cafe. 8. Automate communication with your point of sale Letting your point-of-sale system automate communication keeps everyone focused on their jobs: o Your wait staf f don’t need to run handwritten tickets back to the kitchen – they can just move on to the next table or head right back to get drinks; o Your kitchen staff won’t need explanations of special requests because they’ve got all the info they need on their pro duction ticket; o The host will know which tables have only just ordered and will look elsewhere for the next available opening for customers at the door. And no one will have to go back to the guests and explain they can’t have what they ordered because the kitchen ran out of the ingredients.

SITXMGT001 Monitor work operations 18 5. Describe the strategies that you used to support, assist and coach your team to prioritise their workload throughout the service period. How did you adjust for competing operational priorities? The strategies employed in our restaurants involve demonstrating the tasks' execution process, clarifying how they should be carried out, and specifying the time allocated for each task. • Transparent Objective Setting : Initiate by establishing precise and definite objectives for the service period. These objectives should align with the team's and organization's broader goals. This approach imparts a sense of direction, aiding the team in prioritizing tasks that contribute to these goals. • Evaluation and Categorization of Tasks : Assist the team in assessing each task based on criteria such as urgency, importance, complexity, and potential impact. Categorize tasks into distinct priority levels (such as high, medium, low) to establish an organized approach to managing the workload. • Effective Time Management Techniques : Introduce time management methods like the Eisenhower Matrix (dividing tasks into quadrants: urgent-important, important-not urgent, urgent-not important, not urgent-not important). This guides the team in identifying tasks needing immediate attention, those that can be scheduled, and those that can be delegated or eliminated. • Regular Planning Sessions : Encourage the team to convene regular planning sessions, be it on a daily or weekly basis, to review and adapt priorities according to changing circumstances. These sessions provide a platform for discussing workload, exchanging insights, and collaboratively addressing challenges. • SMART Goals Implementation : Encourage the team to establish SMART goals for individual tasks — Specific, Measurable, Achievable, Relevant, Time-bound. This facilitates breaking down larger tasks into manageable steps and guarantees a clear understanding of what is to be accomplished. • Promote Communication and Collaboration : Foster open communication within the team. Team members should feel at ease discussing their workload, obstacles, and potential hurdles. Collaboration can facilitate task distribution based on individual strengths and availability. • Utilization of Tools and Technology : Introduce productivity tools and software to aid in task management, time tracking, and collaboration. Project management software, task trackers, and shared calendars help maintain organizational alignment and order. Adaptability and Flexibility

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SITXMGT001 Monitor work operations 19 • • • esources accordingly. Regular Progress Updates required. Recognition and Incentives : Educate the team about adaptability's significance. Priorities may shift due to nd the team should be prepared to adjust their workload and redistribute and : Schedule periodic check-ins to monitor progress, address sure the team remains on course. This also provides an opportunity to reevaluate priorities Acknowledge and reward the team's accomplishments and dedication. ork can enhance motivation and uphold a positive work atmosphere. Check-ins 6. Describe the feedback that you provided to your supervisor regarding your team, any additional staffing needs and team changes in relation to the service period. Setting Clear Objectives:

SITXMGT001 Monitor work operations 20 contribute to these objectives. • Evaluation and Categorization • Effective Time Management and not urgent- • Sessions: challenges. • SMART Goals Measurable, Achievable, • Facilitate Communication • and Regular Planning Utilization of Too Begin by establishing distinct and well-defined objectives for the service period. be in alignment with the overall goals of both the team and the organization. This a clear sense of purpose and direction, simplifying the task of prioritizing activities that of Tasks: Assist the team in assessing each task by considering factors like mplexity, and potential impact. Classify tasks into varying priority levels (e.g., high, an organized strategy for managing the workload. Techniques: Introduce time management techniques like the Eisenhower Matrix, nts for tasks that are urgent-important, important-not urgent, urgent-not important, ortant. This aids the team in identifying tasks necessitating immediate attention, those and those that can be delegated or eliminated. Encourage the team to hold frequent planning sessions, whether on a daily or and adapt priorities based on changing circumstances. These sessions also provide a bers to discuss their workload, share insights, and collaborate in overcoming entation: Urge the team to set SMART goals for individual tasks — Specific, -bound. This approach assists in breaking down larger tasks into ps and ensures a precise comprehension of what needs to be accomplished. and Collaboration: Foster an environment of open communication within the ould feel at ease discussing their workload, obstacles, and potential roadblocks. n distributing tasks according to individual strengths and availability. Introduce productivity tools and software designed to aid in task ing, and collaboration. Tools such as project management software, task rackers, and maintaining organizational structure and alignment. Technology: Promote Adaptability and Flexibility:

SITXMGT001 Monitor work operations 21 • Educate the team about the significance of being adaptable. Priorities circumstances, and the team should be prepared to recalibrate their workload • Schedule consistent check-ins to monitor progress, discuss nd reallocate resources as required. e team's adherence to the plan. This also provides an opportunity to reevaluate • Regular Check-ins and Progress Updates: dge and reward the team's dedication and achievements. Recognizing • otivation and sustain a positive work riorities if necessary. ironment. Recognition and Rewards: Enhancement: Instill a culture of learning and improvement. After each • reviews to analyze successes and areas for improvement in workload Encourage Learning and Continuous prioritization. pply these insights to subsequent ser Lastly, remind the team of the importance of maintaining a healthy Stress Management and Well-being: oad and stress can lead to burnout, negatively impacting productivity workwell-being. and 7. Assume that, during your planning, for one of the service periods that you are to lead, three of your team members become ill. You will need to recruit three casuals to take their place. Go to the relevant industrial award in your state and summarise the rate of pay and conditions of work for the relevant service period. In Victoria the relevant award for the hospitality industry is the award 2020 the pay rate depend of casual is depend upon on their classification level Level 1: 24.80 Level 2: 26.02 Level 3: 27.34 Level 4: 29.17 Level 5: 31.01 8. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time? • I carefully assessed each team member workload and scheduled their work accordingly considering their strength and weakness also ensuring the quality standards accurate and ensuring the standard recipe will follow • To support my team prioritising the workload providing them positive feedback while remaining organised and calm. Staff need changed due to illness or other reason • I have ensured that casual was paid with appropriate conditions. The entire service period I followed the organisational policies and procedure and maintain clear communication with my team member • In future I will more proactive in planning and ensuring the team is always prepared for unexpected changes.

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SITXMGT001 Monitor work operations 22 Supervisor endorsement Supervisor name: Shilpi Position: manager Signed:

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SITXMGT001 Monitor work operations 23 e. Monitoring and supporting team members Look for a situation where you monitored team and individual performance against agreed goals and objectives. (Hint: The workflow planning that you completed for each service period in SITHKOP005.) You will report on the strategies that you used to monitor performance, the information that you shared, the collaboration that you undertook and feedback that you provided. 1. Describe the situation that you have chosen to report and reflect on. I selected the lunch shift to oversee the team's performance during the bustling midday hours when there is a higher influx of customers. 2. Describe the strategy t hat you used to monitor your team’s performance against the objectives described in your workflow planning. • Establishing Clear Norms and Guidelines: Formulate explicit performance benchmarks encompassing food quality, portion dimensions, presentation, and adherence to recipes. Communicate these standards to the entire kitchen staff to foster a unified understanding. • Frequent Observation: Supervisors and managers should consistently oversee kitchen operations across various shifts. This provides real-time insights into the team's dynamics, order preparation procedures, and any potential deviations from established norms. • Utilization of Kitchen Technology: Leverage kitchen technology like order tracking systems, digital timers, and kitchen display systems (KDS) to monitor order statuses. These tools facilitate the tracking of cooking durations, order progression, and possible delays. • Quality Assessments: Implement a routine system for quality assessments. Supervisors or assigned staff members can periodically sample dishes to ensure they meet the required taste, presentation, and quality standards. This process can be executed randomly to maintain uniformity. 3. Describe the strategy that you used to monitor each individual’s performance against the objectives described in your workflow planning. How did it differ from the way that you monitored the team’s performance? Regular Observation: Supervisors and managers should regularly observe kitchen operations during different shifts. This provides real-time insights into how the individual is working, how orders are being prepared, and whether there are any deviations from the established standards. 4. Describe how you shared information, your own knowledge and experience with the team to assist them to achieve goals and objectives (hint: think about the team briefings and post-service period debrief that you ran for each service period). Team members are required to provide their performance feedback by the conclusion of the service period. This can be done through personal communication, or in line with company protocol, via email.In terms of establishing a feedback loop, it is important to encourage input from all team members regarding what went well and where improvements could be made. Fostering an environment where every individual's perspective holds value is crucial. Regular team briefings before service periods and debriefs after service periods facilitate an ongoing cycle of communication, learning, and enhancement. Sharing information, insights, and experiences during these sessions not only bolsters the team's performance but also solidifies the team's unity and overall effectiveness. 5.

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SITXMGT001 Monitor work operations 24 Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time? Adherence to Policies and Procedures: I followed established kitchen policies and protocols, which encompassed safety measures, food handling protocols, and hygiene standards. This ensured our operations complied with regulations and safeguarded the well-being of both the team and customers. Ensuring Efficiency, Safety, and Excellence: I enhanced efficiency by assigning tasks based on individual strengths and experience. Regular training sessions bolstered skills, leading to swifter and more accurate task completion. Safety was upheld through strict adherence to safety protocols and proper equipment use. Quality was maintained by setting explicit benchmarks, conducting routine quality assessments, and promptly offering feedback. Guaranteeing Team Conformed to Quality Standards: I set clear quality benchmarks for food preparation, presentation, and customer service. Through continuous real-time monitoring and post-service debriefs, I furnished team members with performance feedback, enabling them to fine-tune their approach and persistently enhance their performance. Learning and Prospective Application: I recognized the significance of ongoing communication, training, and feedback in achieving team success. Swift and collaborative problem-solving effectively maintained quality standards. Moreover, acknowledging both individual and team accomplishments had a positive impact on morale. In the future, I'll continue prioritizing transparent communication, comprehensive training, and punctual feedback. Supervisor endorsement Supervisor name: Shilpi Position: manager Signed: f. Problem solving Look for a situation where you have had to identify and analyse a workplace problem from an operational and a customer service perspective. Perhaps meals have been held up, did not meet special requirements or did not meet quality standards. You will report on the short-term actions that you put in place to resolve the immediate issue. You will also report on the longer-term strategies that you initiated to ensure that the problem did not recur. How did you work with your colleagues? How did you monitor the success of the solution? 1. Describe the situation that you have chosen to report and reflect on. I selected the dinner shift, during which customers experienced frustration due to extended waiting times. It is imperative to investigate the cause of this issue and promptly identify solutions to rectify the situation. 2. Compare the differences in the problem from an operational and a customer service perspective. What impact does the problem have on the customer? What impact does it have on the organisation?

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SITXMGT001 Monitor work operations 25 Operational Perspective: From an operational perspective, the problem of delayed food orders affects the efficiency of the kitchen. It can lead to congestion, increased wait times, and potential confusion among kitchen staff. This may result from issues such as poor task allocation, lack of coordination, or inefficient cooking processes. Operationally, the problem disrupts the workflow, leading to decreased productivity and the potential for customer dissatisfaction. Customer Service Perspective: From a customer service perspective, the problem of delayed food orders directly impacts the customer experience. Customers come to a restaurant expecting timely service, and delays can lead to frustration, impatience, and dissatisfaction. Prolonged wait times might affect the overall impression of the restaurant, and customers may choose not to return due to poor service. It can also influence customer perceptions of food quality, even if the food itself is prepared well. Impact on the Customer: Operational Problem: Customers experience longer wait times, frustration, and potential dissatisfaction with the service. Their overall dining experience is compromised. Customer Service Problem: Customers perceive the restaurant as providing subpar service, leading to negative reviews, reduced customer loyalty, and a lower likelihood of repeat business. Impact on the Organization: Operational Problem: The operational problem of delayed food orders can lead to inefficiencies, increased stress among staff, and potential errors in food preparation. It may also cause a backlog of orders and hinder the kitchen's ability to handle peak hours effectively. Customer Service Problem: The customer service problem can damage the restaurant's reputation, result in negative word-of-mouth marketing, and affect the restaurant's profitability in the long run. Dissatisfied customers are less likely to recommend the restaurant to others. 3. How did you resolve the problem in the short term? What decision-making process did you use? 1. Problem Recognition: Clearly outline the predicament at hand. Grasp the extent, influence, and possible repercussions of the issue. 2. Data Collection: Gather pertinent data and information linked to the predicament. This might involve investigative research, expert consultations, and a review of prior experiences. 3. Examination: Subsequently, analyze the compiled information to comprehend the underlying causes of the problem. Pinpoint any imminent risks or challenges that demand immediate attention. 4. Task Prioritization: Ascertain the level of urgency and arrange tasks in order of their influence and attainability. Determine which issues necessitate immediate resolution and which can be deferred. 5. Decision-Making: Examine the array of available options and potential solutions. Evaluate the advantages and disadvantages associated with each alternative. 4. What strategies did you put in place to prevent the problem from recurring in the longer term? How did you work with your team to achieve this? Did you include the team member who alerted you to a problem in its resolution? How did you monitor and follow up on the effectiveness of the solution?

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SITXMGT001 Monitor work operations 26 1. Investigation of Root Causes: I initiated an in-depth analysis to uncover the fundamental reasons behind the delayed food orders. This encompassed a thorough examination of the kitchen's operational flow, the allocation of tasks, communication procedures, and potential points of congestion. 2. Enhancement of Processes: Based on the findings from the root cause analysis, I introduced enhancements to streamline operations and rectify the identified issues. This could entail reevaluating how tasks are assigned, optimizing cooking methods, and improving communication channels among kitchen staff. 3. Training and Skill Development for Staff: I provided supplementary training and guidance to the kitchen team, ensuring they were equipped with the requisite proficiencies to handle high-pressure situations efficiently. This might encompass imparting techniques for effective time management, strategies for multitasking, and practices for clear communication. 4. Establishment of Clear Communication Protocols: I established unambiguous communication protocols within the kitchen environment. This encompassed standardized methods for order communication, the creation of task completion checklists, and regular updates exchanged among team members concerning the status of orders. 5. Promotion of Team Collaboration: I nurtured a culture of collaboration among team members. This involved endorsing open and transparent communication, offering team members the opportunity to express their concerns, and encouraging the exchange of insights and solutions. 5. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time? Skills and Techniques Used: I applied effective communication skills to collaborate with my team and understand the problem's nuances. Active listening helped me grasp the concerns of team members. Problem-solving skills allowed me to identify root causes and devise strategic solutions. Coaching techniques enabled me to guide the team toward improved performance. Policies and Procedures: I adhered to established kitchen policies and procedures, particularly regarding safety and hygiene standards. This ensured the team operated in a safe environment and that the quality of food preparation met the required standards. Efficiency, Safety, and Quality: To ensure efficiency, I streamlined kitchen processes and task allocation. I also emphasized training to enhance staff skills and time management. Safety was maintained through strict adherence to safety protocols, promoting proper equipment use and food handling. Quality was ensured by setting clear standards, conducting regular quality checks, and providing immediate feedback. Team Quality Standards: I set clear quality standards for food preparation, presentation, and customer service. Through real-time monitoring and post-service debriefs, I provided timely feedback to the team. This allowed them to make necessary adjustments and continually improve.

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SITXMGT001 Monitor work operations 27 Supervisor endorsement Supervisor name: Shilpi Position: manager Signed: Shilpi g. Contingency planning Select one of the 12 service periods that you will be the team leader for and, in addition to the workflow planning requirements that you complete for SITHKOP005, complete a contingency plan for each of the following six contingencies: • delays or time difficulties in producing meals In the dinner shift, delays in meal preparation arise due to the substantial influx of customers and a restricted number of staff members. This situation poses challenges for the team in managing orders, resulting in delays in fulfilling customer requests. • difficult customer service situations o An Upset Customer o Customer is Dissatisfied o Customer Asks You to Bend the Rules o Your Product Isn’t Up to Standard • equipment breakdowns or technical failure In the dinner service period one of the fryer has been stop working due to technical failure because of this there is delayed in customer service and also make the service slow.

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SITXMGT001 Monitor work operations 28 • the absence of a team member or team members Because of a team member's absence during the lunch shift due to medical reasons, additional workload has been placed on other team members. This situation has created a stressed atmosphere in the workplace. Although the option of calling in casual staff exists to alleviate the situation, there are instances when this solution is not feasible. • team member performance issues Due to giving the wrong order to customer performance issue packing the wrong item or missing item is consider the lack of focus and negligence during work. That is not acceptable • failure of procedure or process. Due to technical issue or faulty equipment leads to delayed in process Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time? The new merging trend I introduced barcode scanner for table that not only help faster checkout and also new fun experience for customer and help them to order on table and not wait in line and company has benefit with more easy access with payment and top performance product and favourable and not only help them in evaluation.

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SITXMGT001 Monitor work operations 29 Supervisor endorsement Supervisor name: Shilpi Position: Manager Signed: Shilpi h. Organisational records Select one of the 12 service periods that you will be the team leader for and, in addition to the workflow planning requirements that you will complete for SITHKOP005, complete a performance report and a staff record. Performance report Add your goals for service under the following headings and report on level of achievement at the end of service. Service period: dinner Date:21/06/2023 Team Leader: Shreyan Recipes served: lasagne What are your goals for this service? Achievement Comments Food safety goals • Preventing Foodborne Illnesses • Contaminant Control • Maintaining Quality • Compliance with Regulations Staff has done a commendable job maintaining food safety standards throughout the service. All necessary precautions were taken, and no safety incidents were reported. Highly satisfied

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SITXMGT001 Monitor work operations 30 Food quality goals • Freshness • Flavour and Aroma • Texture • Appearance The food quality during this service was exceptional. The lasagne was prepared according to the recipe's specifications, and its taste and presentation received positive feedback from both staff and customers. Highly satisfied Timeliness of dishes goals Order-to-Table Time Peak Hour Efficiency Table Turnaround Time The dishes were prepared and served promptly. There were no significant delays in getting orders out to the customers, contributing to a smooth and efficient service flow. Highly satisfied Number of dishes served goals Peak Hour Capacity Upselling Strategy Catering and Events Reduced Wait Times The team successfully managed to serve the expected number of dishes during the service period. The kitchen and waitstaff coordination ensured that all orders were prepared and delivered in a timely manner. Highly satisfied

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SITXMGT001 Monitor work operations 31 Customer satisfaction goals Overall Satisfaction Response Time Table Turnaround Problem Resolution Customer satisfaction was high during this service. Positive feedback was received regarding the quality of the food, service speed, and overall dining experience. Highly satisfied Teamwork and efficiency goals Clear Communication Collaborative Workflows Cross-Training Time Management Technology Integration The team worked cohesively and efficiently throughout the service. Communication between kitchen staff and waitstaff was effective, leading to seamless collaboration and quick problem resolution. Highly satisfied

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SITXMGT001 Monitor work operations 32 Food storage, clean-up and handover goals • Temperature Control • First-In, First- Out (FIFO) • Cross-Contamination Prevention Clean up goal • Hygiene Maintenance • Surface Sanitization • Dishwashing Efficiency Handover Goals • Shift Transition • Checklists • Problem Reporting Food storage protocols were followed rigorously, ensuring the preservation of ingredients and leftovers. Clean-up was thorough, and the kitchen was left in excellent condition for the next service. Handover procedures were completed according to standards. Highly satisfied Staff report Add your goals for each staff member under the following headings and report on level of achievement at the end of service. Service period: lunch shift Date: 25/06/2023 Team Leader: Shreyan Recipes served: paneer Staff member and goals Achievement Comments

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SITXMGT001 Monitor work operations 33 Name and goals Name: Mex Goals: Prepare paneer dish according to recipe specifications. Ensure proper food safety protocols are followed. Collaborate with the team for efficient service. Maintain a clean and organized workstation. Mex achieved all set goals. The eggplant dish was prepared with accuracy, adhering to food safety standards. Alex's cooperation with the team contributed to a smooth service, and their workstation was well-maintained throughout the shift. Highly satisfied Name and goals Name: Mahin Goals: Assist in food preparation and assembly. Support kitchen team in managing orders. Communicate effectively with both kitchen and waitstaff. Maintain a high level of cleanliness during the shift. Mahin successfully met her goals. She provided valuable assistance in food preparation, effectively communicated with colleagues, and contributed to the overall efficiency of the kitchen. Bianca's commitment to cleanliness was evident in her work area. Highly satisfied

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SITXMGT001 Monitor work operations 34 Name and goals Name: Chris Goals: Coordinate with waitstaff for order delivery. Ensure accurate plating and presentation of dishes. Support team communication and collaboration. Adhere to timing and prioritize timeliness. Chris achieved his goals commendably. He collaborated closely with waitstaff to ensure timely delivery of orders. His attention to detail was evident in the presentation of dishes, and his effective communication contributed to a cohesive team effort. Highly satisfied Name and goals Name: David Goals: Manage food inventory and ingredient restocking. Assist in managing cooking equipment and stations. Support a well-organized and efficient kitchen flow. Uphold cleanliness and sanitation standards. David excelled in meeting his goals. He managed inventory efficiently, ensuring ingredients were available when needed. His assistance in equipment management and maintaining kitchen organization contributed significantly to the smooth operation of the kitchen Highly satisfied Highly satisfied Name and goals Name: Emily Goals: Emily's achievements align well with her goals. She provided valuable support in recipe preparation, and her workstation

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SITXMGT001 Monitor work operations 35 Assist in recipe preparation and cooking. Maintain a hygienic and orderly workspace. Communicate effectively with colleagues. Contribute positively to the team's overall performance. remained organized and clean. Emily's positive attitude and effective communication positively influenced the team dynamic. Reflection – What skills and techniques did I use? What policies and procedures did I follow? How did I ensure efficiency, safety and quality? How did I ensure that my team met quality standards? What did I learn and how might I apply this in future? What might I do differently next time? The organization adheres to its standards by implementing established policies and procedures, in alignment with Victoria's laws, to guarantee safety and excellence. I ensure the continual enforcement of quality benchmarks through frequent inspections, deploying trained personnel, and keeping staff updated with industry advancements. Supervisor endorsement Supervisor name: Shilpi Position: manager Signed: Shilpi

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