operational mgt 2 NYC (1)

T-1.8.1  eLearning notes relevant to the tasks/questions Instructions for Students Please read the following instructions carefully  This assessment has to be completed In class At home  The assessment is to be completed according to the instructions given by your assessor.  Feedback on each task will be provided to enable you to determine how your work could be improved. You will be provided with feedback on your work within two weeks of the assessment due date. All other feedback will be provided by the end of the term.  Should you not answer the questions correctly, you will be given feedback on the results and your gaps in knowledge. You will be given another opportunity to demonstrate your knowledge and skills to be deemed competent for this unit of competency.  If you are not sure about any aspect of this assessment, please ask for clarification from your assessor.  Please refer to the College re-assessment policy for more information ( Student handbook ). HM_Operational Management, Assessment Task II_v2 Page 3 Last updated on 16 th Sept 2019

T-1.8.1 You, as Joe Roux, have been the Manager of ACA Restaurant Cafe’ for over 2 years and have established good relationships and communications with both your internal and external stakeholders. ACA Restaurant Cafe’ is positively represented in the media and the community and is a trusted dining option with a good reputation. The Business Summary Plan can be found on eLearning and can be referenced in your responses. Menu pricing is intended to position ACA Restaurant Cafe’ as slightly higher priced than its competitors. This pricing strategy is intended to both increase revenue and underpin ACA Restaurant Cafe’s message of higher quality The restaurant café contains and provides the following guest services:  Hot and cold beverage service  Breakfast, Lunch and Dinner (including entrée and desserts options) dining option  Seated table service  Catering services  Events / parties  Take away counter and prepared sandwiches, pastries, muffins and cakes for take away  Alcohol and non-alcohol cocktail services  Complimentary Wi-Fi Located on the bustling George Street, the restaurant cafe’ is instantly recognised for its accessibility and central location, its ambient vibes and it further provides itself on its guest greeting and quick service processes. Assessment Task – Project Report As the Manager of ACA Restaurant Cafe’ you, as Joe Roux, have been delegated the responsibility to develop the operational plan and processes and procedures for planning and managing the resources acquisition of ACA Restaurant Café’ by completing the following 2 tasks. In order to complete these tasks, you are required to follow the instructions of the tasks and utilise the directed templates as stated within this assessment. Relevant templates can be found on e-learning. You have the choice to create your own templates for the report or provide other form of evidences, however, they must meet the required criteria of this assessment. Please refer to the “Assessment Marking Criteria” at the end of this assessment for your reference. Assume the following scenario for ACA Restaurant Café;’ to complete this assessment. Scenario Presume that the management of ACA Restaurant Café’ has adopted a proposal to utilise a sunny indoor section of the lobby as a service point for morning and afternoon teas. As the Manager of ACA Restaurant Cafe’ the next part of the operational planning phase requires you, as Joe Roux, to do an analysis on the financial positions of two (2) different options : 1. The first option is to install a full espresso coffee service station in the newly designated area in the cinemas open lobby foyer area or; 2. The second option is to utilise the existing coffee facilities inside the busy 24-hour coffee shop outlet of the café’ area, situated 30 meters diagonally across the foyer of your restaurant café’. It fits all the legal requirements regarding the serving of food and after a cost-benefit analysis, it was seen to potentially create a lucrative new revenue stream in a previously revenue-neutral floor space. HM_Operational Management, Assessment Task II_v2 Page 6 Last updated on 16 th Sept 2019

T-1.8.1 READ BY NAME TITLE SIGNATURE DATE Bill Cruise Wait staff 1 Bill 12/06/2020 Sally Thompson Wait staff 2 Sally 12/06/2020 Jack Fry Wait staff 3 Jack 12/06/2020 Long Nguyen Thanh Wait staff 4 Thanh 12/06/2020 Bartley O’Suvllivan Barista Bartley 12/06/2020 Phill Martin Bar tender Phill 12/06/2020 2.1 PURPOSE The main purpose of this management of ACA Restaurant Café’ has adopted a proposal to utilise a sunny indoor section of the lobby as a service point for morning and afternoon teas. 2.2 INTRODUCTION The ACA Restaurant cafe’ is instantly recognised for its accessibility and central location, its ambient vibes and it further provides itself on its guest greeting and quick service processes. Because of that management decide to expand the business so ACA Restaurant Café’ has adopted a proposal to utilise a sunny indoor section of the lobby as a service point for morning and afternoon teas. There are have to analysis to different financial options. This SOP is about the Sunny indoor Section 2.3 SCOPE To do an analysis on the financial positions of two (2) different options :  The first option is to install a full espresso coffee service station in the newly designated area in the cinemas open lobby foyer area or;  The second option is to utilise the existing coffee facilities inside the busy 24-hour coffee shop outlet of the café’ area, situated 30 meters diagonally across the foyer of your restaurant café’. 3. Business Description and Overview ACA Restaurant is Passionate about ethically sourcing the finest hot and cold gourmet food and beverages with combining unique culinary creations, exquisite décor and superior service provides a truly definitive dining experience. Delivering with great care, improving the lives of people allowing all to eat, drink and dine from with friends and family. Perfect place to start of the day valuing everyday life style that assists to guide our strategic direction and corporate planning. ACA Restaurant Cafe’ provides an impeccable, unique and compelling combination of café and restaurant experience that associates 50 seating arrangements for breakfast, lunch and dinner cuisine with a new function/party area accommodating 20 guests. This report about ACA Restaurant has adopted a proposal to utilise a sunny indoor section of the lobby as a service point for morning and afternoon teas . This is about The coffee shop of the hotel will be expanded to the station and initiate the activities in this area. 4. Key Stakeholders: Organisational Chart HM_Operational Management, Assessment Task II_v2 Page 9 Last updated on 16 th Sept 2019

T-1.8.1 13. Contingency Plans In the process of developing a company’s overall strategic plan, business managers may develop alternative strategies as a means to accommodate unexpected conditions or events, such as economic recessions or catastrophic events. Contingency planning involves having alternative strategies in place as a way of preparing for the unexpected. 14. Conclusions and Recommendations ACA Restaurant Cafe’ provides an impeccable, unique and compelling combination of café and restaurant experience that associates 50 seating arrangements for breakfast, lunch and dinner cuisine with a new function/party area accommodating 20 guests. This report about ACA Restaurant has adopted a proposal to utilise a sunny indoor section of the lobby as a service point for morning and afternoon teas . This is about The coffee shop of the hotel will be expanded to the station and initiate the activities in this area. B. Provide a detailed overview (400-500 words) of the resource and acquisition requirements and options: 5 Marks  Technology ( HM_Template 4_HR Manual )  Human Resources needs including recruiting, inducting and developing personnel within the organisation’s human resources management policies, practices and procedures ( HM_Template 4_HR Manual)  Acquiring physical resources and services  An overview of financial requirements related to the Human Resources and Physical resources required (HM_Template 4_HR Manual)  Resource options including financial requirements (given the first three (3) months are used to establish the operation and are budgeted for). (HM_Template 4_HR Manual)  Using current trade equipment prices, analyse the most financially viable option for the hotel, either by purchasing or leasing and installing a full espresso coffee station or utilising the existing coffee facilities from the coffee shop outlet (HM_Template 4_HR Manual) Technology  Free Wi-Fi If there’s one thing customers have come to expect in coffee shops and cafes these days, it’s free Wi-Fi. The romantic ideal of going to a cafe to order your favorite coffee drink and relaxing with your laptop hasn’t gone away. While Wi-Fi does result in customers taking up seating space for a longer amount of time, it also could help boost sales. People are more likely to come back up to the counter and place a second order the longer they hang out. While most customers will still only stick around for a little while, the select few who do stay longer than an hour will no doubt order multiple times in one sitting. This not only increases your sales that day but is also helpful in helping turn new faces into repeat customers. HM_Operational Management, Assessment Task II_v2 Page 12 Last updated on 16 th Sept 2019

T-1.8.1 APPENDIX 3: RESOURCE ACQUISITION AND MANAGEMENT PROJECT TITLE: ACA Restaurant Cafe’– Coffee shop outlet Required resources Sources and Strategies Related Organization Policy and Procedures Intellectual Property rights and protection where applicable 1. Automatic Drip coffee makers 2.A high quality espresso machine 3. A Coffee grinder 4.Milk and water 5. Refrigerator system 6.Containers, Pumps and assorted miscellaneous 7.Oven, toaster and stuff -Source the best supplies at the most competitive prices -Focus on your inventory -Automate staff schedule -Research your competition -Train your staff in suggestive selling -Offer a delivery service -Enhance your interior -Focus on your ordering area -Show appreciation to your regulars -Add the right products -Familiarize yourself with your local community -Strictly force no cell phone policy -Hygiene and health safety policy -Hazards analyzing policy -Food and safety policy The first step to knowing what should be protected in the restaurant business is to understand the four basic ways that intellectual property is protected: Trademark A restaurant’s name, its logo, the names of menu items and in some cases, food designs—all these things can be protected by trademark law.  The U.S. Patent and Trademark Office (the “USPTO”) defines a trademark as a “word, phrase, symbol, and/or design that identifies and distinguishes the source of the goods of one party from those of others.” Copyright Menu designs, marketing materials, and a restaurant’s website fall under copyright law, which protects “original works of authorship including literary, dramatic, musical, and artistic works, such as poetry, novels, movies, songs, computer software, and architecture.” Copyright protection lasts a long time—70 years after the death of the author for individuals and as long as 120 years after creation for copyrights owned by businesses. Trade Secret  Recipes, customer and vendor lists, and specific ways of doing things in the kitchen can be protected as trade secrets, which the USPTO defines as any information used in a business that gives the owner an economic advantage over competitors who do not know or use the information.  Trade- secret information can “include a formula, pattern, compilation, program, device, method, technique or process.”  HM_Operational Management, Assessment Task II_v2 Page 15 Last updated on 16 th Sept 2019

T-1.8.1 APPENDIX 5: PROJECT APPROVAL FORM Project Name ACA Restaurant Cafe’– Coffee shop outlet Description Expand the ACA restaurant café with a outlet Project Champion Joe Roux Project Director Joe Roux Approval Sought Joe Roux PROPOSAL SUMMARY: ACA Restaurant is Passionate about ethically sourcing the finest hot and cold gourmet food and beverages with combining unique culinary creations, exquisite décor and superior service provides a truly definitive dining experience. Delivering with great care, improving the lives of people allowing all to eat, drink and dine from with friends and family. Perfect place to start of the day valuing everyday life style that assists to guide our strategic direction and corporate planning. ACA Restaurant Cafe’ provides an impeccable, unique and compelling combination of café and restaurant experience that associates 50 seating arrangements for breakfast, lunch and dinner cuisine with a new function/party area accommodating 20 guests. This report about ACA Restaurant has adopted a proposal to utilise a sunny indoor section of the lobby as a service point for morning and afternoon teas . This is about The coffee shop of the hotel will be expanded to the station and initiate the activities in this area. THE VALUE OF THE PROJECT: - Can expand our business - Can provide a good atmosphere for the customer - Can make delivering ststem HOW THE PROJECT WILL BE IMPLEMENTED: 1. Avoid taking up eye-space with low-profit margin offerings like roasted beans sold by the pound. 2. Create a display of syrups and other add-ons. 3. Post signs that show off your very best espresso-based creations 4. Train the staff for better customer service RISKS AND UNCERTAINTIES: - Regarding the current situation the only risk is the competition. We will planning to do better completion with our competitors SOURCES OF FUNDING Source Name Authorising Signature Amount of Approval Required Department Joe Roux Joe 10 Maintenance Joe Roux Joe 10 Finance Bill cruise Bill 10 Other Sally Thompson Sally 10 HM_Operational Management, Assessment Task II_v2 Page 18 Last updated on 16 th Sept 2019

T-1.8.1 VARIANCE APPROVAL RESPONSE DETAILS (To be completed by relevant stakeholder) Approved (Yes/No) Decision date Decision made by Signed Yes 13/06/2020 Emma Supreme Emma  Discusses the Strategies and methods they will use to engage work teams Good teamwork helps to build morale in the workplace, which makes workers more productive and ultimately improves profits. For restaurants that have excellent teamwork, problem-solving is easier — since people with different skills and knowledge will work together to produce a creative solution. Without good teamwork in the workplace, it’s difficult to progress as a business – which can result in poor service and loss of customers. In fact, 86% of employees and executives state that workplace failures are a direct result of a lack of collaboration or ineffective communication. If you want your employees to work together and produce great results, here are some tips to improve teamwork on the floor of your restaurant. 1. Encourage informal social events 2. Clarify roles 3. Specify roles 4. Reward excellent teamwork 5. Do not micro manage 6. Establish effective communication 7. Get feedback from everyone 8. Hire wisely E. List proposed evaluation and monitoring methods including the recommended key performance indicators and performance benchmarks that you will use to measure the performance of each aspect of this project. ( HM_Template 3_ Appendix 1 )  Actions Plan – the project can be broken down into separate components and setting a due date for each component. This will allow you to identify a particular task that is delayed. Such a method can be created by hand or using a computer program.  Milestone Charts – are used to indicate time frames around which activities should reach specific stages, or in the case of project management, conclusions   Gantt Charts – named after their originator, Henry Gantt, they offer a running schedule of planned activities and outputs. It is a means of tracking the progress of a project. They are HM_Operational Management, Assessment Task II_v2 Page 21 Last updated on 16 th Sept 2019

T-1.8.1 essentially bar graphs with time represented on the horizontal axis and scheduled activities on the vertical axis.  The bars are used to show outputs, both planned and actual, over a specific period of time. Gantt charts are a simple, yet effective planning tool, in that managers or supervisors, designate (plan) specific times for task completion and are able to monitor progress using the chart. The actual progress can then be compared to the expected progress and added to the chart F. Addresses current legislative requirements including Council Approvals for installation of the espresso machines, Food Safety Accreditation, Human Resource Management and Work Health and Safety requirements and considerations (HM_Template 4_HR Manual) Food Safety   is governed by the   Food Safety   Act 1991 and regulated by FSANZ. Chapter 3 of the   Food   Standards Code covers the rules and   regulations   around   food safety . There are five standards that are of particular importance for   Food   Handlers and   Food Safety   Supervisors. As a   food   and beverage business owner, you must be familiar with:   Queensland food safety legislation , including the   Food Act   2006, the   Food   Regulation 2006, the   Food   Production ( Safety )   Act   2000 and the   Food   Production ( Safety ) Regulation 2014 TASK 2: PLANNING RESOURCE ACQUISITION 20 Marks Your task is to: Outline the processes and procedures you use for planning and managing the required physical and human resources. To complete this task, you are required to reference, and where appropriate, use the following the handouts and supporting documents: Document 1 HM_Template 4_HR Manuall Document 2 HM_Template 3_ Appendix 1: Performance Review Plan (CSS and KPIs) Document 3 HM_Template 3 _ Appendix 2: Risk Management Contingency Plan Document 4 HM_Template 3 _ Appendix 3: Resource Acquisition and Management Document 5 HM_Template 3 _ Appendix 4: Operational plan variance advice and approval form Document 6 HM_Template 3 _ Appendix 5: Project Approval Form HM_Operational Management, Assessment Task II_v2 Page 22 Last updated on 16 th Sept 2019

T-1.8.1 Document 7 HM_Template 3_ Appendix 6: Communication Plan Document 8 HM_Template 5_ Job Description You are required to address the following aspects: stated templates must be used A. Discuss your findings including the Human Resource and Physical resources required for the coffee machine you have researched in Task 1 with your Trainer who will assume the Manager role (HM_Template 4_HR Manual) Traditional Espresso Machines For making espresso using a variety of pre-ground coffees, espresso machines are probably the best option. They are cheaper than bean-to-cup machines (because they can't grind fresh coffee beans) and are also less bulky due to the lack of a grinder. Unlike pod machines, you can use ground coffee from any brand. One of the advantages of an espresso machine is that they allow you to customize your coffee. This is achieved by changing the amount of water and coffee. While this is great for coffee-enthusiasts, if you just want a quick coffee a capsule machine is less hassle. A downside is espresso machines only use pre-ground coffee. The coffee isn't as fresh as espresso made using a bean-to-cup maker. Pros  Cheaper than bean-to-cup  Use ground coffee from any brand  Allow for coffee customization Cons  Not as convenient as capsule machines  Coffee isn't freshly ground HM_Operational Management, Assessment Task II_v2 Page 23 Last updated on 16 th Sept 2019

T-1.8.1 B. Provide a script of the details that were discussed and the findings of discussions with the Manager regarding the pros and cons of operating a high-quality food and beverage service in each situation. Depending on your training situation this may be completed in form of observation of your discussion with the two (2) staff. (HM_Template 4_HR Manual) Executive chef : Hi, Good morning.Did you ask me to come? F & B Manager : Yes Please, I want to discuss regarding the pros and cons of operating a high- quality food and beverage service in each situation Executive chef : Oh yes, I also want to talk about that. Well, I think we could change the traditional espresso machine F & B Manager : I think so, but I’m not sure. Is our coffee machine service on time for the customer in a rush hour? Executive chef: I think it depends on our barista and service attendant to do quicker more. F & B Manager : All right, but the other problem is the genuine coffee lover, they are always making trouble when they offer the espresso from the machine which can’t be freshly ground. Executive chef : Never mind. They just ask for a special value which they only know but it’s exactly not different. F & B Manager : Ok, I totally agree with you. I’ll report and recommend to our owners and order a new machine foe our coffee terrace. Executive chef : Okay thank you, see you then F & B Manager : See you C. Detail your strategy on the Standard Operating Procedure for the Standard Operating Procedures which would be required to implement this operation with staff to ensure all operational and legal aspects are covered. (HM_Template 4_HR Manual) The Problem for the staff. For the staff they are having to create their own ways of doing things, they are lacking any real leadership or direction. They will generally feel like they are undervalued and possibly that the owner does not care about them. This causes resentment and high staff turnover. How this then affects the customer. It affects the customer experience negatively as there is no consistency. The staff may be overwhelmed and to the customer, look like they’re incompetent. Staff will often get orders wrong so there will be food and beverage wastage and the customer will have to wait longer for their order. This will result in an overall negative experience.  Implementation the SOP’S with Your Team Your staff may be used to doing things their own way, which is why it’s important you explain why you want to implement the procedures how they will help to better run the business and how it will give the customer an experience which is consistent and professional. HM_Operational Management, Assessment Task II_v2 Page 24 Last updated on 16 th Sept 2019

T-1.8.1 If you are in the pre-opening phase it’s better to start with as many of your SOP’s in place before opening. You can introduce ones you did not consider once you are open. You’ll also be able to, in fact, you will need to make periodic updates to your SOP’s as you find better ways of performing a particular job. Pre Opening Procedures to Launch With Here are some of the big procedures which you should have in place and train your launch team before you open. Put into place as many procedures as possible before you open, and get your staff up to speed with the way you want them performing those procedures. The Customer will get a far better experience. They will be more likely to come back if you and the team look like you know what you are doing  Coffee – Hold a full training session with all baristas so they know the exact timings, weights, milk texturing and temperatures for each beverage. Do tea and hot chocolate training as well  Food – How will this be presented? A portion sizes, prep methods, storage etc.  Alcohol – Do you sell alcohol, licensing,  storage, serving underage, abusive or drunk customers all need to be taken into consideration  How do customers order? Table or counter service and how to get people to make a second order, or coffee or cake after a meal?  Opening procedures – How many staff will you need, when will you open and close what time will you be doing meals? Do you close at any time during the day?  Closing procedures – cabinet cleaning, floor, toilets kitchen, the front of the house, coffee machine cleaning, cashing off etc.  OH&S (Occupational Health and Safety) fridge temperatures, rubbish, food handling certificates for staff  Regular cleaning procedures the entire shop must have a deep clean at least every week, break it down into daily tasks.  Cashing Off – be very specific about this you may want to cash off yourself to develop a bulletproof system.  How to change your displays during the day to maximize sales – ensure you are changing your display after breakfast, morning, lunch and again for the afternoon to maximize impulse purchases at the till.  There are so many more, sales procedures, uniform, staff breaks, pay, greeting customers, Suppliers etc. D. Develop a job description, using the provided template, for the role of a food service attendant for this particular operation. Which duties would this need to include and how will you ensure these are performed by the staff member? ( HM_Template 5_ Job Description) JOB DESCRIPTION JOB TITLE: FOOD SERVICE ATTENDANT HM_Operational Management, Assessment Task II_v2 Page 25 Last updated on 16 th Sept 2019

T-1.8.1 JOB TYPE: Full Time, 38 hours. Tuesday to Saturday LOCATION: ACA Hotel, 505 George Street Sydney NSW 2001 SUPERVISOR/MANAGER: Manager- Joe Roux and owners of the ACA Restaurant café, Emma Supreme and Rufus Clarendon MAIN DUTIES/RESPONSIBILITIES: The applicant will be required to manage food service of the restaurant, especially about the new coffee station area and operating in the trading hours. Example duties;  Taking orders  Deal with customers  Communicate with other staff members  Cleaning the table and arrange  Maintain and clean work place SKILLS & EXPERIENCE Strong motivational and influential people skills. Extensive and relevant knowledge of good food and wine. An eye for detail. Experience of managing people and driving business performance Experience Qualifications:  Diploma of hospitality management  Certificate III of commercial cookery  Certificate IV of commercial coocker  Food and safety online course certificate  First aid certificate Experience:  2.5 years worked experience of ABC café  1 year of worked in the Knox indoor sport center cafe Skills:  Excellent verbal communication  Excellent written communication  Organize and able to work deadline HM_Operational Management, Assessment Task II_v2 Page 26 Last updated on 16 th Sept 2019

T-1.8.1  Hard worker PERFORMANCE GOALS:  Deal with clients, suppliers and other employees professionally at all times  Ensure cafe is clean and presentable at all times E. Provide an overview of the documentation, communication requirements and any other strategies you will use to ensure performance initially and monitor ongoing performance ( HM_Template 3_ Appendix 6 ) Actions Plan  – the project can be broken down into separate components and setting a due date for each component. This will allow you to identify a particular task that is delayed. Such a method can be created by hand or using a computer program. Milestone Charts  – are used to indicate time frames around which activities should reach specific stages, or in the case of project management, conclusions  Gantt Charts  – named after their originator, Henry Gantt, they offer a running schedule of planned activities and outputs. It is a means of tracking the progress of a project. They are essentially bar graphs with time represented on the horizontal axis and scheduled activities on the vertical axis. The bars are used to show outputs, both planned and actual, over a specific period of time. Gantt charts are a simple, yet effective planning tool, in that managers or supervisors, designate (plan) specific times for task completion and are able to monitor progress using the chart. The actual progress can then be compared to the expected progress and added to the chart HM_Operational Management, Assessment Task II_v2 Page 27 Last updated on 16 th Sept 2019

T-1.8.1 APPENDIX 6: COMMUNCIATION PLAN Stakeholder Name or Group Communications Item Purpose Frequency Start/ end Dates Format /Medium Person Responsible Person A Emma- Formal letter To get the approval 1 week 7/06/2020 Formal Joe Roux Person B Rufus Clarendon- Formal letter To get the approval 1 week 7/06/2020 Formal Joe Roux Client Face to face chat Notice board Letters Expand the customer base 1 month 10/06/2020 - Bill Cruise and staff Snr Management Formal letter To get approval 2 weeks 10/06/2020 - Emma Supreme Sponsor Formal letter Getting financial support 2 weeks 10/06/2020 - Joe Roux Team Members Meeting, e-mail To get help and ideas 2 weeks 12/06/2020 - Joe Roux Bill cruise Suppliers Email/ letter Get coffee beans/ Machine 2 weeks 15/06/2020 - Joe Roux News Media Website/ Face book adds To inform to the customers 1 week 15/06/2020 - Rufus Clarendon Community Advertisements, news letters To inform to the customers 1 week 15/06/2020 - All staff F. Explain the requirements for intellectual property rights and responsibilities in recruitment and acquisition of resources and services which could include the use of logos, brands, products, images and/or trading names ( HM_Template 3_ Appendix 2 ) Intellectual property (IP) represents creations of the mind or intellect that can be legally owned. Almost every business has some form of IP that they need to protect. IP laws allow for the protection of ideas and unique creations that exist in every business. They're important for long term financial success and can make you more competitive than your rivals. In employment situations, the following types of intellectual property may arise:  patents  designs  copyright  moral rights. HM_Operational Management, Assessment Task II_v2 Page 28 Last updated on 16 th Sept 2019

T-1.8.1 Recruitment can be defined as searching for and obtaining a pool of potential candidates with the desired knowledge, skills and experience to allow an organization to select the most appropriate people to fill job vacancies against defined position descriptions and specifications. Acquiring the best applicants for a role can be a competitive advantage for an organization whereas ineffective recruitment and selection can result in enormous disruption, reduced productivity, interpersonal difficulties, and interruptions to operations, customer service and long term costs. ASSESSMENT MARKING CRITERIA CHECKLIST TASK 1: DEVELOP OPERATIONAL PLAN A: The Operation plan must include: (HM_Template 1_Standard Operation Procedure and Business Summary Plan  Your table of content is missing the page number  Missing planning Grid for your Goal  Can you please include contingency plans and not just give me an explanation of what is contingency.  No recommendation included in the report B:  Technology ( HM_Template 4_HR Manual )  Human Resources needs including recruiting, inducting and developing personnel within the organisation’s human resources management policies, practices and procedures ( HM_Template 4_HR Manual)  Acquiring physical resources and services  An overview of financial requirements related to the Human Resources and Physical resources required (HM_Template 4_HR Manual)  Resource options including financial requirements (given the first three (3) months are used to establish the operation and are budgeted for). (HM_Template 4_HR Manual)  Using current trade equipment prices, analyse the most financially viable option for the hotel, either by purchasing or leasing and installing a full espresso coffee station or utilising the existing coffee facilities from the coffee shop HM_Operational Management, Assessment Task II_v2 Page 29 Last updated on 16 th Sept 2019

T-1.8.1 outlet (HM_Template 4_HR Manual)  Requirements for intellectual property rights and responsibilities in recruitment and acquisition of resources and services which could include the use of logos, brands, products, images and/or trading names ( HM_Template 3_ Appendix 3 )  Monitoring and documenting performance. ( HM_Template 3 _ Appendix 1 ) C: Develop a contingency plan with alternative options for each key aspect of the operational planning stages. ( HM_Template 3_ Appendix 2 ) D: Develops a proposal, and communicates, discusses and seeks approval from the Trainer (acting as the relevant personnel/stakeholders). During the discussion the student must further explain the proposed consultation requirements and provisions for implementation including: 3 Marks  The Timelines proposed to implement and manage this project (HM_Template 4_HR Manual)  The Communication Methods and strategies they will use with relevant stakeholders ( HM_Template 3_ Appendix 5 )  How they will negotiate variations of the operational plan ( HM_Template 3_ Appendix 4)  Discusses the Strategies and methods they will use to engage work teams E: List proposed evaluation and monitoring methods including the recommended key performance indicators and performance benchmarks that you will use to measure the performance of each aspect of this project. ( HM_Template 3_ Appendix 1 ) HM_Operational Management, Assessment Task II_v2 Page 30 Last updated on 16 th Sept 2019

T-1.8.1 F: Addresses current legislative requirements including Council Approvals for installation of the espresso machines, Food Safety Accreditation, Human Resource Management and Work Health and Safety requirements and considerations (HM_Template 4_HR Manual) TASK 2: PLANNING RESOURCE ACQUISITION Discuss your findings including the Human Resource and Physical resources required for the coffee machine you have researched in Task 1 with your Trainer who will assume the Manager role (HM_Template 4_HR Manual) Provide a script of the details that were discussed and the findings of discussions with the Manager regarding the pros and cons of operating a high-quality food and beverage service in each situation. Depending on your training situation this may be completed in form of observation of your discussion with the two (2) staff. (HM_Template 4_HR Manual) Detail your strategy on the Standard Operating Procedure for the Standard Operating Procedures which would be required to implement this operation with staff to ensure all operational and legal aspects are covered. (HM_Template 4_HR Manual) Develop a job description, using the provided template, for the role of a food service attendant for this particular operation. Which duties would this need to include and how will you ensure these are performed by the staff member? ( HM_Template 5_ Job Description) Provide an overview of the documentation, communication requirements and any other strategies you will use to ensure performance initially and monitor ongoing performance ( HM_Template 3_ Appendix 6 ) HM_Operational Management, Assessment Task II_v2 Page 31 Last updated on 16 th Sept 2019

T-1.8.1 Explain the requirements for intellectual property rights and responsibilities in recruitment and acquisition of resources and services which could include the use of logos, brands, products, images and/or trading names ( HM_Template 3_ Appendix 2 ) Assessment Marking Criteria – your lecturer will use this matrix to assess your satisfactory competence. Task 1A: Operational Plan 10 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <5 5 5.5-6.5 7-8 8.5-10 Task 1B: Overview of the resource and acquisition 5 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <2.5 2.5 2.5-3 3.5-4.5 4.5-5 Task 1C: Contingency plan. 5 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <1.5 1.5 1.5-2 2-2.5 2.5-3 Task 1D: Develop a proposal, and communicate, discuss and seek approval 3 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <1.5 1.5 1.5-2 2-2.5 2.5-3 Task 1E: Proposed evaluation and monitoring methods Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of Exceptional level of information provided demonstrating a thorough understanding of HM_Operational Management, Assessment Task II_v2 Page 32 Last updated on 16 th Sept 2019

T-1.8.1 5 Marks content. content. <2.5 2.5 2.5-3 3.5-4.5 4.5-5 Task 1F: Current legislative requirements 2 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <1 1 1.25 – 1.5 1.5-1.75 1.75-2 Task 2A: Human Resource and Physical resources 5 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <2.5 2.5 2.5-3 3.5-4.5 4.5-5 Task 2B: Script of pros and cons of operating a high- quality food and beverage service 3 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <1.5 1.5 1.5-2 2-2.5 2.5-3 Task 2C: Strategy on the Standard Operating Procedure to ensure all operational and legal aspects are covered. 3 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <1.5 1.5 1.5-2 2-2.5 2.5-3 Task 2D: Job description 3 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <1.5 1.5 1.5-2 2-2.5 2.5-3 Task 2E: Documentation and communication requirements to monitor ongoing performance 3 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. HM_Operational Management, Assessment Task II_v2 Page 33 Last updated on 16 th Sept 2019

T-1.8.1 <1.5 1.5 1.5-2 2-2.5 2.5-3 Task 2F: Intellectual property rights and responsibilities in recruitment and acquisition of resources and services 3 Marks Insufficient information provided Satisfactory information provided Sufficient information provided with a clear understanding of content High level of information provided demonstrating a clear understanding of content. Exceptional level of information provided demonstrating a thorough understanding of content. <1.5 1.5 1.5-2 2-2.5 2.5-3 HM_Operational Management, Assessment Task II_v2 Page 34 Last updated on 16 th Sept 2019