HD-22_8.2_Student Assessment

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name a. As a long, unbroken paragraph. b. As a footnote at the end of the advertisement. c. Using technical jargon only industry experts understand. d. In a bullet-point format detailing each criterion. Answer: Effective Advertising Media A. Which advertising media has gained significant traction in recent years for reaching younger audiences in the hospitality sector? a. Printed brochures. b. Social media platforms, like Instagram and TikTok. c. Fax marketing. d. Telemarketing. Answer: B. When launching a new luxury resort targeting high-end travellers, which of the following media would be the most effective for advertising? a. Classified ads in local newspapers. b. Billboards in premium urban locations. c. Flyers distributed at local grocery stores. d. Radio ads on local stations. Answer: C. What is a primary advantage of using online advertising platforms, like Google Ads, for promoting a boutique hotel? a. They allow for global newspaper distribution. b. They can target specific demographics and regions. c. They guarantee an increase in walk-in customers. d. They offer free room service for all hotel guests. Answer: Features of an Effective Recruitment Advertisement A. What is the primary goal of a recruitment advertisement in the hospitality sector? a. To showcase the company's achievements. b. To attract and engage potential qualified candidates. c. To highlight the company's competitors. d. To advertise the company's products and services. Answer: B. Which of the following features is critical to include in a recruitment advertisement for a hotel general manager? a. Pictures of the hotel's most recent guests. b. A clear list of responsibilities and qualifications. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 3 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name c. They ensure the candidate praises the company. d. They focus on hypothetical future scenarios. Answer: D. How should an interviewer approach a selection criterion emphasising "excellent customer service skills"? a. Ask the candidate to recite the company's mission statement. b. Ask the candidate about a time they handled a difficult customer situation and how they resolved it. c. Inquire about the candidate's favourite cuisine. d. Discuss the latest trends in fashion. Answer: Key Elements of Applicable Awards A. In the hospitality sector, what is a primary purpose of applicable awards? a. To highlight the CEO's personal achievements. b. To set industry standards for pay rates, working conditions, and entitlements. c. To showcase the company's new product line. d. To emphasise the company's holiday party themes. Answer: B. How do applicable awards benefit employees in the travel and tourism sector? a. They guarantee promotions every year. b. They ensure employees receive industry-recognised entitlements and conditions. c. They offer free international trips twice a year. d. They dictate the company's marketing strategies. Answer: C. Which of the following would most likely be covered under applicable awards for travel agency employees? a. The agency's profit margins. b. The list of preferred airline partners. c. Overtime pay rates and conditions. d. The colour scheme of the agency's logo. Answer: PartA Q1.2. Review hospitality organisational policies and procedures and complete the table. List roles and responsibilities of different personnel that would be involved in the recruitment and induction process in a typical hospitality establishment e.g. restaurant (Guide: List minimum of 3 different personnel and explain why with 2 to 5 sentences) HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 6 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name d. Sand timers. Answer: Interviewer Details A. Why are interviewer’s details documented in the recruitment process? a. To send holiday cards. b. To ensure clarity on roles and responsibilities during interviews. c. To decorate the office hallway. d. To create fan clubs. Answer: B. Which of the following details about an interviewer is NOT typically recorded for the recruitment process? a. Interviewer's name and the role in the company. b. Interviewer's name, personal and financial details. c. Interviewer's name and contact details. d. Interviewer's name, experience or expertise relevant to the position. Answer: C. In a panel interview setting, why is it essential to document each interviewer's details? a. To assign seating arrangements based on height. b. To ensure a coordinated approach and avoid repetitive questioning. c. To organise a singing competition. d. To decide the company's next mascot. Answer: Selection Panel Comments, Score Sheets, and Recommendations A. Why is it essential to document selection panel comments during the recruitment process? a. To provide material for company newsletters. b. To ensure a transparent, objective, and fair evaluation of candidates. c. To share with other candidates for comparison. d. To post on the company's social media pages. Answer: B. What is the primary function of a score sheet in the recruitment process? a. To keep track of the interviewer's personal preferences. b. To provide a quantifiable way to evaluate and compare candidates based on set criteria. c. To use as a drawing pad during interviews. d. To decide the colour theme for the office. Answer: HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 9 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name Answer: B. Why might teleconferences be useful for initial interview rounds in hospitality? a. To decide on the hotel's mascot. b. To screen a large number of candidates more efficiently. c. To host a virtual magic show. d. To discuss the interviewer's pet preferences. Answer: Telephone A. Why are telephone interviews sometimes the first step in hospitality recruitment? a. To decide on the hotel's room colours. b. To conduct preliminary screenings, saving time for both parties. c. To sing lullabies. d. To discuss the weather. Answer: B. In which scenario is a telephone interview most advantageous for a restaurant? a. To discuss the menu with all customers. b. When quickly gauging interest or availability of a potential candidate. c. To broadcast music. d. To chat about weekend plans. Answer: Videoconference or meeting (e.g. MS Teams) A. How does videoconferencing enhance the interview process in hospitality recruitment? a. To showcase the interviewer's video editing skills. b. To combine the benefits of face-to-face and remote interviews, observing non-verbal cues. c. To host a fashion show. d. To discuss the latest TV series. Answer: B. Why might a hotel chain use videoconferencing for managerial positions? a. To have a virtual dance party. b. To assess how candidates present themselves and handle technology. c. To play charades. d. To discuss the latest book releases. Answer: HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 12 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name a) To ensure customer safety and adjust travel plans b) To maintain a consistent pricing strategy c) To avoid collaborating with other agencies d) To limit the number of travel destinations Answer: C. Which tool is commonly used in the hospitality industry to prioritize tasks for the day? a) SWOT Analysis b) Flowchart c) Pareto Chart d) Daily briefing or stand-up meetings Answer: D. For a hotel marketing and reservations, which strategy helps in planning efficient work operations during peak seasons? a) Reducing marketing efforts b) Offering last-minute deals only c) Advanced booking incentives d) Limiting customer queries Answer: E. In a hotel setting, which department is crucial for organising and planning efficient work operations to ensure guest satisfaction upon arrival? a) Sales and marketing b) Back-office operations c) Housekeeping d) Procurement Answer: F. Why is understanding cultural events and local holidays is essential for hotel front desk and customer service teams? a) To minimise staff during these periods b) To avoid promoting the hotel services c) To plan for potential surges in demand d) To reduce the number guests to ensure spaces for last minute vacancies Answer: PartB Q1.2. List leadership and management roles and responsibilities are needed to run successful operations of hospitality and travel and tourism establishments. (Guide: list 5 for each) Leadership Management HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 15 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name G. Why is it important for a hotel to engage in socially responsible practices? a) It can exclusively increase room rates. b) It positively impacts the community and enhances the hotel's reputation. c) It ensures that the hotel is exempt from local regulations. Answer: H. Which of the following is an example of a hotel's social responsibility towards the environment? a) Offering valet services for all guests. b) Implementing water-saving measures and reducing carbon footprint. c) Providing lavish guest amenities. Answer: I. How can hotels demonstrate social responsibility towards their employees? a) Offering below-market salaries to increase profits. b) Providing regular training and ensuring safe working conditions. c) Hiring fewer staff to ensure higher workloads Answer: PartB Q1.5. Explain the time management principles and their application to frontline leaders and managers in order to plan own and others. (guide: 50 words) PartB Q1.6. In the context of frontline management, investigate the principles of effective delegation and the techniques associated with it. Then, evaluate the questions below and select most appropriate answers which allow frontline managers to:  Clearly communicate and specify requirements,  Secure commitment from team members,  Refrain from unnecessary or undue interference,  Ensure consistent and appropriate reporting, and  Choose the right individuals for specific tasks or operations. A. What is the primary reason for effective delegation in frontline management? a) To distribute workload evenly among staff. b) To assign tasks only to senior team members. c) To avoid work as a manager. Answer: B. Which of the following is NOT a principle of effective delegation? a ) Micromanaging every task. b) Trusting the delegatee. c) Defining clear expectations. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 18 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name Answer: Q. What should be primarily considered when selecting a person for delegation? a) Popularity in the team. b) Relevant skills, experience, and capacity to complete the task. c) Personal relationship with the manager. Answer: PartB Q1.7. In the hospitality sector, managers and supervisors must be aware of industrial or legislative issues that affect short-term work organisation appropriate to the industry sector. List 4 points and explain each of the following: a) What would an organisation need to ensure to put in place so it has accurate processes? b) What awards and relationship of relevant industrial awards to hours and conditions of work is relevant a restaurant? c) Why hospitality organisations need to ensure systems and procedures meet work health and safety requirements? a. b. c. Part C – QUESTIONS FOR THE UNIT: ROSTER STAFF PartC Q1.1. List any three (3) sources of information on awards and other industrial provisions. (Guide: 3 sources) PartC Q1.2. Assume you are working in a restaurant as a casual employee. Access the Restaurant Industry Award 2010 and: a. record the details surrounding based on for following: (Guide: 100 to 150 words)  Leave provisions  Mandated breaks between shifts  Maximum allowed shift hours  Standard, overtime and penalty rates b. Specify the maximum number of hours that can be allocated to staff members and include information on:  ordinary hours,  make-up time and spread of hours. c. Identify and list impacts on preparation of staffing rosters based on:  Contractors and considerations of fees  Permanent or casual staff a. b. c. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 21 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name PartC Q1.3. Explain the following organisational policies and their impacts on the preparation of staffing rosters. (Guide: 50 to 100 words)  Socio-cultural-friendly organisational initiatives  Family-friendly workplace initiatives  Recreation  Leave including: Illnesses, injured and Carers, Compassionate reasons, Jury service, Long service, Maternity or paternity, Rehabilitation of injured workers and Study Policies Explanations on impact on preparation of staffing rosters Socio-cultural-friendly organisational initiatives and working skills mix to be rostered Family-friendly workplace initiatives Recreation Leave types Illness, injury and carers Compassionate reasons Jury service Long service Maternity or paternity Rehabilitation of injury Study PartC Q1.4. As the Operations Manager of the hotel your role includes the following responsibilities and knowledge. Review the table below and match each statement to the correct bullet letter – a. to d. (Guide: match the headings to the correct statements) a. ROSTERS : Role of rosters and their importance in controlling staff costs b. ROSTERING SOFTWARE : System capabilities rostering & software programs functions c. STYLES & DETAILS : Different formats and inclusions of staff rosters d. DISSEMINATION : Different methods for communicate rosters (electronic & paper) Operations Managers in hospitality must understand and skilfully use tools to enable them to allocate staff efficiently, manage labour costs, and streamline operations, harnessing the system's diverse capabilities and functions for optimal service delivery. Operations Managers in hospitality utilise various sharing methods, including: emails, apps, and cloud-based platforms, and traditionally via printed schedules, bulletin boards, or hand-delivered memos, ensuring accessibility and clarity for all staff members. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 22 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name Operations Managers use tools which help them to ensure that have efficiently organise staff allocations, helping them with labour costs control by preventing overstaffing or understaffing during varying demand periods. Operations Managers must discern the most effective structures and information for staff rosters, ensuring clarity, efficiency, and alignment with the dynamic needs of the hospitality environment. PartC Q1.5. The North Sydney Harbour Boutique Hotel’s Operations Manager, Liam, revamped the rostering system. Recognising the diverse skills, cultural nuances, and social dynamics of his team, he aligned staff strengths with guest needs and paired multilingual staff and ensured culturally-aware individuals were present during cultural festivities. a. Why is it crucial for an Operations Manager, like Liam at The Harbour Boutique Hotel, to recognise and utilise diverse skills within his team when formulating rosters? b. In the context of a multicultural city like Sydney, why is it essential for Liam to consider cultural nuances and social dynamics when scheduling staff? c. Complete the table below and explain why Liam must understand and use information using these sources. (Guide: 30 to 50 words for each) As an Operations Manager, Liam must also understand:  HR policies and procedures covering leave and socio-cultural issues;  Operational requirements of the Hotel, duties, job areas for the hotel relevant to rostering;  Wages (and/or budget for staffing) for the Hotel for staff rostering. a. b. c. Information sources Explanation why Liam must understand: HR Policies Procedures Operational Requirements Wages/Budget for Staffing HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 23 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name ASSESSMENT TASK 2: PRACTICAL ACTIVITIES FOR RECRUIT, INDUCT AND SELECT STAFF Assessment task instructions: This is the second assessment task which consists of practical activities. Complete all activities at the required level to gain a “Satisfactory” outcome. The assessment task has been developed into Part A and B. Purpose of the assessment task: The purpose of this task is to assess your ability to: coordinate the recruitment, selection and induction process for each of the following recruitment needs at least once, including: (i) casual, contract or temporary, (ii) full time or part-time permanent and (iii) volunteer • develop selection criteria for each of the above recruitment needs • conduct fair and equitable selection interviews for each of the above recruitment situations • evaluate at least one applicant in each of the above selection processes to select individuals that meet a specific organisational need. Assessment conditions and resources: Skills will be demonstrated in simulated hospitality industry setting and students will have access to the following: • operational information about the organisation or activity subject to recruitment • organisational specifications that are industry current: o recruitment and induction documentation o job descriptions, linked selection criteria and interview questions o key human resource policies o multiple applicants with whom the individual can interact; these can be: o those in an industry workplace who are assisted by the individual during the assessment process; or • Colleagues and applications - individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. Activities: Part A – Recruitment planning All following activates must be relevant to the scenario in this assessment task. PartA Q2.1. Read Scenario 1 below and complete the following activities. Scenario 1: You are a supervisor in the administration area at the Resort Adriana. Adriana employs the following staff: Full time employees:  1 Operations Manager  1 Office Manager supervising 3 admin and accounts staff and 4 reception and admissions staff and 1 trainee receptionist  Maintenance and gardening / pool – 1 supervisor (2 casual staff member)  Cleaners – 5 full time cleaners  1 Head Chef (manager of restaurant kitchen and restaurant, and functions)  1 Sous Chef (2 nd in charge supporting the Head Chef) Current long-term casual employees:  2 duty managers (evening / night staff after Operations Manager finishes work) HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 24 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name  15 casual staff to cover the restaurant / function room and food room service (including: wait staff, 2 kitchenhands, and a cook)  2 Maintenance, garden and pool - casual staff member  Casual concierge – for busy periods only  2 Bus driver – for busy periods only This year, Bill, the Operations Manager decided to hand over the recruitment to you. It is getting close to the annual busy period and the resort will be needing extra staff to ensure that the resort is well resourced for this years’ Schoolies and summer holidays. Bill asked you to check on last year staffing and bookings and then catch up with him so you can give him new staff recruitment needs. Prior to recruitment and checking on staff numbers and potential new staff numbers, you reviewed the current Resort Recruitment policy and procedure and identified that recruitment of new and casual staff must be reviewed by supervisors from each resort section. Once each supervisor provides staffing needs then final approval for recruitment is granted by the Operations Manager, Bill. As you have not been not working at the resort for long and were not here during the same busy period you must ensure that you conduct a good review of the resorts recruitment needs and prepare well for your meeting with Bill and the other section supervisors. To be well prepared you decided to: a) Identify recruitment needs and check on the resort’s efficiency. Use the space below and list methods for you to use and check on staffing and efficiency levels for the required period prior to meeting with any of the supervisors and Bill. (Guide: 5 bullet points) b) Identify Resort areas / departments that may be affected by the increased number of customers staying at Resort during this period. (Guide: 5 -8 bullet points) c) Identify the type of information that you will be collecting from your colleagues (the supervisors and Bill) so you are able to evaluate staffing needs and select appropriate job descriptions? (Guide: 5 bullet points) d) Identify job descriptions that will need to be reviewed so that you can recruit appropriate staff that is able to perform the tasks and skills listed in the job descriptions. (Guide: 5 bullet points) PartA Q2.2. Read the short scenario and complete as indicated. Scenario 2 As part of your preparation, you identified that in previous years the following list of new employees was needed. The occupancy of the Resort for the years you checked was nearly full each year. This year you have an extra function room as well which has only been opened for a couple of months. The function room has its own bar. The function room is serviced by the same kitchen that services the restaurant for buffet breakfast, lunch and dinner and basic ala-card room service that runs 24 hours. The restaurant seats up to 150 patrons at each seating. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 25 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name This year you checked all bookings and it looks like that the Resort will be pretty much fully booked for Schoolies period and then again full from beginning of December to end of March. You presume that the similar staff numbers will be needed this year. These are:  5 to 8 casual bar, restaurant and kitchen employees - 5 were needed in 2017, - 8 were needed in 2018 and - 6 were needed in 2019)  2 or 3 cleaning staff - In 2018 and previous years a cleaning company was contracted to clean the full resort (when contract finished in early 2019 the contract was not renewed and 5 fulltime cleaners are employed all year round) - 2 casuals were employed in 2019 to assist during busy periods  2 additional room service staff - 1 was needed in 2018 and 2019 - In 2019 2 full time cleaners moved into this area for the busy period (2 casual cleaners were employed instead)  1 to 2 casual reception attendants - 1 was needed in 2018 and 2019 - 2 were employed in 2019  Grounds men and maintenance each year - 1 was needed in 2018 and 2019  Concierge/ travel adviser – only employed for busy periods each year The Resort’s occupancy. You must check if there are any more additional staff needed for the new function room which has only been opened 2 months and has some future bookings already including one wedding and a 21 st in a few weeks. a) Review the scenario and the above list of previously needed staff members and identify the required job descriptions which you will need to review for this year’s recruitment. b) Use the table below to explain what type of selection method you will use to recruit the new staff members for the Resort and why? (Guide: 25 to 50 words) Job description Types methods of selection for each job description Why? PartA Q2.3. Establish and confirm recruitment needs and gain agreement for new employee numbers. a) Read the scenario and complete all activities below. Scenario 3 You have finished the review of the historical data. You have emailed all supervisors, to advise them of upcoming meeting and about your responsibility of recruiting new and casual employees for the upcoming busy season. You requested, if they need, to send you staff number needs for their sections. Most of the supervisors advised that they will require some additional casual positions. The wish list includes: HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 26 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name  2 casual housekeeping staff  2 cleaners  1-part time floor assistant  2 casual bar attendant  4 restaurant wait staff  2 hostesses for the restaurant and front reception area  2 kitchenhands for the night shift in the room service kitchen  1 additional chef for evening night shift to cover room service during time when function room is also booked  1 reception assistant – (part time and may be traineeship based)  2 bus drivers  2 concierge  2 receptions for the foyer In addition, Linda, the administration trainee, has completed her traineeship and it is time to advise Bill that another trainee could be employed to assist in the reception and administration areas and a new full-time trainee needs to be employed. Bill will be happy as trainees are cheaper for wages and the employer will also receive some funding for having a trainee. Normally the Resort employs someone who has just finished their higher school certificate. Rita, has been volunteering here as a host in the foyer. Her duties are to advice customer of local community attractions. Rita is happy to come in 3 mornings a week every summer. As part of the Resort’s recruitment policy, Rita must undergo a formal interview recruitment process to ensure that her induction includes all needed information. You have never interviewed Rita and have contacted her to see if she is again willing to come in and volunteer. You have advised all supervisors that the final numbers of recruits must be finalised during a meeting and that Bill will be approving the final numbers based on the meeting. At the meeting you and your team of colleagues will be able to select existing list of positions and discuss an interview process for recruitment of new employees. You will also discuss the resort’s Recruitment Policy, which states that job descriptions must be used to develop selection criteria and organise the selection process. b) Now that you have completed your reviews for staffing numbers as well as checking the historical data from previous years, you are ready to contact and communicate with your supervisors. You are required to: (Guide: 25 to 50+ words)  Select appropriate communication process suitable for the team.  Develop an agenda with information for the communication.  Email the agenda and the information to the supervisors and Bill.  Receive responses from supervisors and confirmation of numbers. Your email Copy and paste their email and agenda into this space Agenda Develop an agenda for the team which should include all discussion points listed in the scenario above and number of needed employees Responses Student name and ID Student name and ID Student name and ID Student name and ID c) Prepare all information and documents you have gathered so that you can inform your colleagues about what you have reviewed. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 27 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name You have the following options to select to conduct your communication with the supervisors: (i) Face to face meeting (to be observed by your assessor live) (ii) Communicate via email (must be all recorded and copied and pasted in this activity and reviewed, checked and assessed by your assessor) (iii)Teams meeting (must be approved by your assessor and recorded and uploaded with this activity for assessor to review and assess)  review scenario 3 and discuss the numbers.  discuss information and seek their input on recruitment needs.  Discuss the staff numbers the supervisors require.  Explain that Bill want to:  reduce wait staff, bus drivers, cleaners and concierge numbers if possible,  at least one supervisor will question the reduction of staff numbers and;  you must discuss, argue and confirm with the team realistic staffing numbers which you know Bill will approve.  take notes based on your communication with eh supervisors and;  complete Communication Report (template) and provide an overview of the communication process you conducted including discussion points and proposed new staffing numbers. (Guide: 80+ words) Note: our assessor will select colleagues to communicate with. The selected communication process will be reviewed or observed by your who will give you feedback. You must obtain permission from your assessor if you are required to conduct the meeting on Teams; and you must record and upload the meeting. Your assessor should review your documentation and information prior to your meeting. This is to ensure that you are well prepared and that others do not copy your work. Communication’s Report Report title Date Team members involved Report developer Topics discussed PartA Q2.4. The Resort’s Recruitment Policies and Procedure state that you must seek approval from the Management of the Resort’s Operations. a) After the meeting you are now required to gain approval from Bill. Email Bill advising him of the meeting, advise him of the outcome and attach the Meeting Minutes. (Guide: (Guide: 100 – 150+ words) Your email should include the following topics: HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 28 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name  List of jobs that will be required  How will you advertise?  What job agencies (if any) should you seek assistance from and why?  Approximate cost for the advertising  Any assistance you will need from other Resort staff  How interview be conducted (e.g. panel will be selected)?  Timeline for the selection process to be completed Your email Copy and paste email to Bill b) Receive an email from Bill, who must either question or approve your proposal of new employee numbers. If Bill questions any of the positions, you must respond and provide information until you gain Bills approval. c) Copy and paste exchange of emails and approval from Bill in the space below. Bill response will be pasted here. PartA Q2.5. Review Attachment 1 “Resort Job Descriptions” and: a) Select one (1) job description from Attachment 1 b) Develop an advertisement for one of the positions from the case study. (Guide: 150+ words) c) Once you have finished with the advert, disseminate the advertisement for positions to the team and Bill to ensure everyone is well informed. In the advertisement you will be required to list:  Name of the organisation  Small description about the organisation, (which may include e.g. industry, some legal requirements relevant to the organisation and the industry)  Type of position being advertised  Approximate wages or awards or a range / variables  Job requirements – e.g. RSA, and qualifications or experience in, etc…  Time lines, shifts, hours etc… (whatever suitable)  What type of employment? e.g. part time / causal  How can candidates apply  Contact details for organisation’s representatives – e.g. email for candidates to email resumes etc… Job description Name the job description you selected in here Advertisement Construct the advertisement in here disseminate Compose email disseminate the advertisement for positions to team and Bill HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 29 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name PartA Q2.6. Use the job description and list the selection criteria to recruit for this position. a. Ensure criteria incorporate customer service attitude and experience to ensure a good fit for the service industries. (Guide: 100+ words) b. Prepare suitable interview questions and explain how they meet the interview process and why? (Guide: minimum of 1 point per question) Document Y/N Why? Closed Open Direct Probing Leading Loaded Part B – Interviews Part B Q2.1. You are now to process application, select most suitable candidates and conduct interviews. (Guide: complete the table below) a. You have received many resumes. Review the available resumes and select most appropriate candidates. (ref. to available resumes)  Use the space below to contract an email to your General Manager and the supervisor/management team; and  provide progress report on received resume and selection process and explain which resume is suitable and which may not be suitable and why? Email to your General Manager and management team How many resume were received How many have been reviewed as successful Names of candidates to interview Short explanations why they are suitable Planned interview date and times 1 . 2 . 3 . b. Conduct your interviews which must include: 1. one new casual employee, 2. one permanent and 3. one volunteer. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 30 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name Refer to the table below. The table provides indicative answers from your interviewees. Your assessor will advise you who will be your interviewees. You must be well prepared for the interviews, meet with your assessor first to show them what you have prepared. To successfully complete this activity, you must:  Review all comments taken during the interviews  Select 3 of the most appropriate applicants from the table (1 must be casual / contract, one must be full or part time and permanent and one must be a volunteer)  Explain why you have selected the applicants and why you have not for the others.  Email the information to Bill for his records. Read the case studies prepare your briefing notes and complete each interview. The interviews must include one casual employee, one full time or part time permanent employee and one volunteer. Applicants Questions Benchmark answers Comments from interview Rebecca Roberts 26 Years What is your greatest strength When I'm working on a project, I don't want just to meet deadlines. Rather, I prefer to complete the project well ahead of schedule.  Good answers, has 1 experience in German Restaurant in the Bar area and has RSA and is still working there  Wants to get experience in a Resort and classy and reputable restaurant  Attended silver service training and barista training recently  Next year wants to enrol into certificate III in hospitality or tourism  Is able to learn fast  Good communication skills  Happy to work shift work  Was able to upsell  Used to working in in teams  Demonstrated good customer handling and explained problem solving.  Well presented  Resume is good and lists experience  Finished year 12  Has 2 languages  Referees contacted and gave good responses Why did you want this job? This is not only a fine opportunity, but this company is a place where my experience in customer service can make a difference. Tell me about yourself? Applicant should set themselves apart from other candidates and discuss what sets them apart from their competitors. Describe a difficult customer you had and how you have handled him / her? Asked questions from the customer, understand his / her views, make them understand and be companionate, provide a solution and keep everyone informed. Robert Morgan What is your greatest strength When I'm working on a project, I don't want just to meet deadlines. Rather, I  Has RSA and RCG  Little shy but communication skills HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 31 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name 19 years prefer to complete the project well ahead of schedule. were okay  Worked in a chicken factory for the last 6 -months so has food handling and hygiene experience  Happy to work shift work  Never did sales  Used to working in in teams  Problem solving skills seemed okay  Well presented  Resume is basic but okay  Completed year 11  Travelled back packing when he was 18 years’ old  Referees gave good responses Why did you want this job? This is not only a fine opportunity, but this company is a place where my experience in customer service can make a difference. Tell me about yourself? Applicant should set themselves apart from other candidates and discuss what sets them apart from their competitors. Describe a difficult customer you had and how you have handled him / her? Asked questions from the customer, understand his / her views, make them understand and be companionate, provide a solution and keep everyone informed. Rebecca Argyle What is your greatest strength When I'm working on a project, I don't want just to meet deadlines. Rather, I prefer to complete the project well ahead of schedule.  Booked to do RSA next week  Communication skills were okay  Worked in McDonalds for 2 years while at school  Now studying at Journalism at University and needs to have a holiday job  Has customer service experience  Does not want to work on Saturdays and weekends  Going on holidays over the Christmas period but only for 2 weeks  Used to working in in teams  Problem solving skills are good from working in McDonalds  Well presented  Resume demonstrates lots of experience  Referees did not respond as yet Why did you want this job? This is not only a fine opportunity, but this company is a place where my experience in customer service can make a difference. Tell me about yourself? Applicant should set themselves apart from other candidates and discuss what sets them apart from their competitors. Describe a difficult customer you had and how you have handled him / her? Asked questions from the customer, understand his / her views, make them understand and be companionate, provide a solution and keep everyone informed. Marcus Symonds What is your greatest strength When I'm working on a project, I don't want just to meet deadlines. Rather, I  RSA yes  Communication skills good HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 32 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name 21 years prefer to complete the project well ahead of schedule.  Baker by trade  Used to shift and happy to do any  Looking for full time position but happy to start casual  Happy to work in the kitchen or in the restaurant or bar areas into  Still employed as an apprentice baker but leaving next week as apprenticeship is finished  Has customer service experience from working at Coles while at school  Very keen to work and seems to like over time – hard worker  Used to working in in teams  Problem solving skills are good from working in other customer service roles  Well presented  Resume demonstrates lots of experience with customer service while at school and before becoming apprentice (in cinema kiosk)  Referees provided good response Why did you want this job? This is not only a fine opportunity, but this company is a place where my experience in customer service can make a difference. Tell me about yourself? Applicant should set themselves apart from other candidates and discuss what sets them apart from their competitors. Describe a difficult customer you had and how you have handled him / her? Asked questions from the customer, understand his / her views, make them understand and be companionate, provide a solution and keep everyone informed. Simone Stuart 18 years ole You just finished year 12 – why do you want to work in a Resort Was good, is happy to be a trainee, wants to be in reception and admin. Is also happy to work in the restaurant. Very bubbly and good with people  School reference provided, never worked before only used to baby sit. Very nice and sweet, good with answers and has been bubbly.  Wood be good at the front of house and in reception.  Very basic resume  Good marks for English in HSC Rita Marino Elderly community member Volunteer every summer This would be 3rd year for Rita Rita was advised of the new function room She is very helpful and wishes to work again.  Has new resume  Knows everyone  Is willing to work during functions to sit people on tables.  She is not keen on serving she is good to just chat to customers and tell them about the area and the local community. Part B Q2.2. You have completed day 1 of your interviews. a) Use the table below and indicate who you have selected and the reasons (why?):  One (1) casual or contract employee  One (1) permanent (full or part time)  One (1) volunteer Who have you Applicant Reasons (Why?) Applicant Reasons (Why?) HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 33 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name selected? 1 2 Why did you not select these applicants? Applicant 3 Reasons (Why?) Applicant Reasons (Why?) b) Explained how you used the selection criteria as the basis for selection ensuring merit-based selection and adherence to EEO principles and law and why? (Guide: 50+ words) Part B Q2.3. Resort’s Recruitment Policies state that the Resort’s Operations Manager must approve all successful applicants prior to employing them. In the space below design an email, which you will send to Bill informing him about the two new applicants and the volunteer. (Guide: 100 to 200 words) The email should include:  The applicant’s names  The type of positions they were applying and selected for  Why the applicants have been selected  How will the applicants be informed and when will they be advised?  Establish a need and explain any special arrangements for those progressing; and  Explain any supporting evidence that should be attached for Operations Manager to assist him with the approval of the applicants. Part B Q2.4. The Resort’s Recruitment Policies state that all successful and unsuccessful applicants must be informed by writing. a) In the space below design a confirmation letter or an email that you must send to your applicants. The written notification should advise them of: (Guide: 200+ words)  Interview date they attended  Successful applications  What position will the Resort will offer to them?  How will they advise the Resort that they have accept the position?  Provide a contact person from the Resort for the applicants to contact  Explain when they must come in to the Resort  What type of documentation they must bring?  What wages or award they will be employed under  List induction or special arrangements that the applicants may need to know;  and make special arrangements required by each, e.g. access, times etc… HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 34 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name b) Design written notification for unsuccessful applicants. The written notification should advise them of:  Date the interview was held  What position did they apply for?  That their application was not successful at this time  Contact details for Bill  Thank them for their application  Provide them some feedback about their application including, other recruitment information in appropriate media within reasonable timeframes (e.g. their application will be kept on file for 6 months and the Resort may call them at a later date if required) Students will be pasting their letters / emails in here for unsuccessful candidates. Part B Q2.5. List the type of documents or information that must be kept to ensure the resort maintains accurate records of the selection process for each of the new employees. (Guide: minimum of 5) Part C – Inductions PartC Q2.1. Read the scenario below and complete all questions below. Scenario 4 Bill has successfully selected applicants for the following positions, which were approved by Raymond, the Resort’s Operation Manager.  2 housekeeping staff  1 floor assistant  2 bar attendants  2 wait staff  1 hostess  1 kitchen hand  1 chef  1 volunteer The Resort’s Recruitment Policies state that you must:  Develop an appropriate induction plan for the new employees  Have all documents ready for the induction  Book the training room for the induction  Book times for all managers to be able to say hello  Book times with individual coaches from departments (to meet the new staff members in after lunch)  Liaise with operational colleagues (departmental supervisors and staff) to ensure that the induction times are suitable and minimise any operational interruptions. a) In the space below develop a timetable for the full day Resort induction of the new staff. In your Induction time table, you will be required to: HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 35 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name  list general induction for the Resort  list individual section induction  the induction will be from 9am to 5pm and will be going full day  Develop a list of documents that will be used for the induction  Ensure you also list required laws and regulations information sessions (Guide: 1 full day’s induction timetable) b) List the type of documents that you must compile and include for the induction of all new employees. (Guide: 40 to 60 words) PartC Q2.2. Design an email for all supervisors and Bill to:  check and confirm if the induction timetable you have planned is agreeable to them.  obtain RSVP for those who will and for those who will not be available; and  book their times in the timetable so they know when they are booked come into the induction to introduce themselves to the new employees. (Guide: 80 to 200words) PartC Q2.3. Review the induction process and identify deficiencies in advertising and recruitment processes related to application processes and resolve by choosing different recruitment methods or re-advertise .  Review what worked and  Review what did not work (e.g. were inappropriate applications received?)  Come up with improvements for future recruitments, advertisements and selection techniques.  Report on the improvements using the template below. Improvement Report Improvement: Date evaluated: Work area/s: Resort Restaurant Specific activity/task: Position Vacant for Wait staff Successful aspects and rating (Low/Med/High) Improvements: PartC Q2.4. Read the following scenario and complete the calculation based on wages for a new staff member. (Guide: calculate 4 normal shifts and 1 with 50% loading) Scenario 5: Bill requested for you to advise him about the rate of one of the new employees, Marcus. Marcus will be HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 36 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name working as a casual employee in the restaurant. Access the current award for the position and calculate the rate. His pay will be $XX dollars per hour. For his first week he has been rostered to work four (4) days and four (4) hour shifts. Three (3) shifts will be during the week and one shift will be on Saturday night. For the Saturday night shift’s Marcus will be receiving a loading of XX % on top of his normal $XX per hour wage. In the space below list the award hourly rate and any relevant loading and calculate Marcus’s total income for the week prior to any tax being taken out. Award rates Marcus’s wages HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 37 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name ASSESSMENT TASK 3: PRACTICAL ACTIVITIES - OPERATIONS & ROSTERS Assessment task instructions: This is your second assessment task which consists of practical and written activities, including 3 role- plays and scenarios. You must complete all activities including communication activities (role-plays) at the required level to gain “Satisfactory” outcome. Purpose of the assessment task: The purpose of the assessment task is to assess your skills to successfully:  plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies: o delays and time difficulties and difficult customer service situations o equipment breakdown or technical failure o financial resources o staffing levels and skill profiles and rostering requirements o staff performance o procedural requirements o product development and marketing  monitor and respond to team-based operational and service issues during the above operation or activity  complete each of the following organisational records for the above operation or activity including: performance reports and staff records. Assessment conditions and resources: Assessment will be conducted in a safe simulated environment where you will have access to: organisational documents and templates, individuals who participate in role plays or simulated activities, set up for the purpose of assessment, in a simulated industry environment operated within a training organisation. Note: electronic devices are allowed during the assessment activities. In this task you will be required to demonstrate:  monitor team and individual performance: (against agreed goals and objectives and proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies and other innovations and proactively share information, knowledge and experiences with team members).  identify quality problems and issues: (make appropriate adjustments to procedures and systems, with relevant approvals).  read to interpret varied and wide-ranging information (of an operational nature and use numeracy skills to develop schedules and timelines for team activities).  provide feedback, coaching and support: (to team members and to monitor and respond to team-based operational and service issues during the above operation or activity).  use problem solving skills: (to anticipate and respond to unpredictable operational problems and situations at a frontline management level, plan and organise and coordinate multiple and potentially competing operational priorities and complete organisational records for work operations or activities). Part A: OPERATIONS Read the scenario below and complete activities as directed. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 38 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name Scenario 1 You are currently employed as Duty Operational Manager at the resorts restaurant and events rooms. Your main responsibilities are to monitor workplace operations in day to day inspections and provide training to staff members in order to maintain safe and secure workplace for everyone. You are required to monitor work operations in your organisation by planning and organising operational activities and consulting with of team members and management. (note: Your assessor/trainer will act as senior manager, appoint suitable persons and other colleagues to as your team members.) You are rostered to work on Saturday evenings. You need to plan and organise the workflow of workplace operations according to organisational policies and procedures for each Saturday to Thursday. You work afternoon shifts. You need to check and assess workloads and schedules to ensure you are able to provide and maximise the efficiency and customer service quality and remain within budget constraints established for your job role. You are now planning for afternoon and evening shifts for two weeks ahead. You will be running the restaurants’ operations and also an event. The restaurant is supplying the services and is catering the event. The event on Saturday needs ten (10) employees for services at the restaurant and only six are currently rostered. Not enough staff members for this event. Minimum of four individuals will be required to successfully run the event and the restaurant. The history shows that the restaurant is not as busy if the Resort is hosting an important event. Guests tend to go elsewhere for dinner knowing the event is on. You may be also see if your staff who are experiences would be willing to increase the restaurant’s table areas so they could mingle between the event and the restaurant so they could be called for when required. You have reviewed the communications log and identified the following staff movements and comments:  Elicia and John are on medical leave. They are both good workers and worked very hard last week for different occasions.  Melisa and Tom are not happy to work on weekends so they took off on Saturday evenings. Tom just does not like working on Saturdays and always needs to be persuaded to come in.  After you spoke to Melisa, she would be available as long as she has time to contact her babysitter to mind her kids. Your manager is the primary hiring manager. And as you need more staff in the event you need to send an email to your manager that you need at least two (2) staff members more on that event. You know that your manager constantly received new resume for casual staff and has a folder which he can access and contact some casuals that applied recently. Instructions for students: There are several practical (role-play) activities which must be demonstrated. As these role- plays are during an operational shift some roleplays can be conducted as one larger practical activity. Students are advised that: your assessor will select colleagues to assist you with role- plying your role-play and for you to also assist others with their own role-plays. If there are insufficient numbers of students to perform your role-play your assessor will act in multiple roles. Activities: PartA Q3.1. Review the scenario and complete the following activities. a) In this activity you are to: (guide: medium)  review the rosters below and confirm the roster  review the scenario and complete the table below with comments you have collected from each staff you contacted and; HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 39 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name  compose and email in which you will describe the difficulties you have with sourcing the restaurant for the event.  explain that you have tried to call all staff on the roster listed below to organise staff for the event in your restaurant from 6pm to 12 pm however this is the feedback from each of the staff members you contacted to come in.  email this to your manager who will respond and also try to assist you with gaining enough numbers. Use this space to compose your email to the manager. Seek assistance with sourcing and staffing your event. Use this space to copy and paste email you received from your manager. Staff roster for Saturday Staff members Saturday Comments John (chef) Off Prince (chef) In Melisa (Waitress) Off Riya (Waitress) In Robert (waiter) In Tom (Dishwasher) Off Harry (cashier) In Jessica (Bartender) In Sweeney (supervisor) In Elicia (team leader) Off b) Your manager phoned Melisa and she is now okay to come in. The manager also presented you with the following staff list who are available for the event on Saturday. To complete this task, you are to:  plan and organise work flow for team activities and operations in order to maximise the efficiency of the operations and staff performance  identify and take opportunities in order to evaluate industry practices relevant to the event and workplace operations  check different sources including internal and external information to ensure all responsibilities and operations and flow well during the event.  Seek opportunities that can maximise the sustainability of operations and team  list roles and responsibilities for each individual staff member  provide timelines for each individual to come in and finish to ensure you plan the event to be most efficiently run whilst you are able to not waste wages for staff to come in too early or leave too late when they are not required. Staff roster – Saturday HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 40 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name Staff members Sat. Roles / responsibilities Staff start/finish Additional comments Prince (chef) In Melisa (Waitress) In Riya (Waitress) In Robert (waiter) In Tom (Dishwasher) In Harry (cashier) In Jessica (Bartender) In Sweeney supervisor) In PartA Q3.2. Activities and Role-Play 1 Read all points below and conduct the role-play. You are to organise and lead a meeting with your team and complete a report for your manager. Your responsibility during the meeting with your team is to discuss goals to ensure workplace operations support the restaurant’s needs, ideas and quality. You are also to ensure that all current or any new employees are inducted, oriented and their duties explained prior to the Saturday event. During the meeting you are to: a) provide suggestion to improve the efficiency and workflow and service levels, that could be adapted for the event b) explain to the team that you have researched new ideas that are the current trends and will tried some new ideas with the team to improve communication and efficiency of services. c) encourage comments from the team on new technologies and innovations that you researched and see if they have better solutions to consider d) include the future planning and feedback from the team on the following: • Offering greater selection of food and beverage products and during events (discuss maximum, minimum and implications that may occur for each • Offering services to business clients which include short meeting bookings, delivery of services to their premises etc… • Offering new food packages or changing any of the current inclusions that are offered within packages – team is to discuss a menu and services ideas that the restaurant could supply and work with. • Listen to any comments from the team as these must be reported to your manager • Test the teams understanding and ideas of all topics discussed. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 41 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name e) Use the organisational template below to write your meeting minutes that will be emailed to your manager for his review and for operational records. (guide: 80 to 150 words) Meeting date: Meeting times Team members present List student name and student IDs Lead of the meeting Students own name and ID Topics discussed Information presented Comments from others To be implemented for this event or not (why yes or why not) PartA Q3.3. Scenario and Role-play 2 Read the following scenario and complete the role-play, your assessor will observe your performance and give you feedback. Scenario 2 It's a bustling shift again. Your task is to thoroughly inspect all operational procedures, including health and safety practices. As you navigate the workplace, you engage with supervisors and managers to gauge the operational efficiency and measure team performance against set goals. During your inspection, you notice two key equipment - the blender and grinder - have malfunctioned. Additionally, the customer order system is glitching. Amidst these challenges, a staff member approaches you, concerned about service delays that are causing customer complaints. You promptly gather the team to brainstorm immediate solutions. As you collaboratively tackle these issues, you observe that two employees are struggling to assist customers with disabilities, a situation they've never encountered before, leading to underperformance by organisational standards. It will be necessary to review organisational procedures to establish contingency plans. a) In this activity you are to act with your team members and handle customers who are making complaints about delays in services in order to monitor the effectiveness of solutions in operations and services. Your assessor ensure you have an angry customer. b) As this is a long-term impact on operations in this restaurant you need to provide the potential solutions to these two employees. Use the space below to: • Collect information and notes from the issues identified • Write some ideas and list of coaching steps that will assist the staff members • Write some points that you will provide as feedback to the staff members for them to better their work efficiency. short list of points they have noticed during their observations or use handwritten notes to make the role-play continuous and discuss them with the and scan or take photos of them and insert them in here. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 42 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name PartA Q3.4. Role-play 3 providing feedback and coaching to improve service skills. a) In this task you are to provide feedback, coaching and support to the two team members. Provide appropriate solutions and support to team members and assess their performance afterwards. Use the space below on what feedback and support you would be able to provided. (guide: taking own notes) ideas of feedback and support which will be using to complete your workplace report. b) Use your notes above, meet the team members and provide feedback, service ideas and some coaching steps to support the team members. Your role-play is to be approximately 10 to 15 minutes. Use the space below to collect feedback from the team members. Staff coaching feedback form - 1 Candidate name: Student name role- playing team member 1 Company number: Student 1 ID Staff support is for: Improving service skills Type of support provided Feedback and coaching on services Candidates comments Good Yes / No (for No specify in comments below) The feedback about my skill was accurate The feedback on my skills was well explained and clear Coaching steps were easy to follow I was able to take away improvement which I will be able to adapt immediately I was satisfied with the coaching and feedback provided I would recommend this process to improve the team’s skills to others Any additional comments Staff coaching feedback form - 2 Candidate name: Student name role- playing team member 2 Company number: Student 2 ID Staff support is for: Improving service skills Type of support provided Feedback and coaching on services Candidates comments Good Yes / No (if not why) The feedback about my skill was accurate The feedback on my skills was well explained and clear Coaching steps were easy to follow HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 43 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name I was able to take away improvement which I will be able to adapt immediately I was satisfied with the coaching and feedback provided I would recommend this process to improve the team’s skills to others Any additional comments PartA Q3.5. Prepare the following records and reports of operations in templates and submit it to your manager. Staff records S. # Name of staff member Designation Status - Full/Part time/Casual Job Role Job description Delays and time difficulties Why How long Steps to recover Feedback Difficult customer service situation Difficult situation Why the situation occurred Ways used to handle this situation Feedback Staff performance Team member What went wrong? Processes and methods Steps to resolve issues Feedback PartA Q3.6. Based on the above report and meeting minutes you are now to share relevant information knowledge and experiences with your team and explain any new approaches and improvements in the restaurant, operations and team activities. Compete the following: a) Compose an email to your manager with an overview of the attached report and why this report was completed and also list any ideas about new approaches to adapt from experiences learned based on the report and why these need to share with the team. b) receive confirmation from your manager of which ideas are to be shared and which are to be addressed later or discarded. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 44 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name Students will be compiling an email to the manager in this space. c) Your manager confirmed what can be shared and reminded you of privacy about sharing personal or sensitive information. The assessor will either appoint someone to advise these or select the items not to share so you can complete this activity. If you to use an email you must use SBTA student emails. List below points that can be shared and those that cannot be shared. Points to okay to share Points not to share and why d) You are to compose an email to the team and provide an overview if the ideas that the manager has approved. Use the space below to write the email. Students will be emailing all staff about the ideas which were approved to be implemented by the manager. Part B – ROSTERS Read the scenario and complete all activities as directed. Scenario You are as a manager in the resort restaurant that serves different modern cuisines and drinks. It is your job to manage the restaurant staff, prepare roster for the work, and resolve any conflicts with the customers and within staff members. The restaurants roster periods are scheduled weekly. The restaurant is determined to cater any customer within 2 minutes of their arrival and serve delicious food and drinks within 15 minutes of order. # Role Staff # Country of origin Name of employee Gender diversity 1 Manager 2 Italy, Australia John, You 2-Male 3 Chef 3 Italy , China, Russian Dimitra, Su, Alex 2-Male, 1-Female 4 Sous 2 Nepal, Malaysia Ram, Joe 2-Male 5 Waiters 7 China, Italy, England Xia, Sarsi, Rim, Sally, Fey, Harry, Charles 5-Female, 2-Male 6 Bartender 3 China, Australia, Italy Roman, Josh, James 3-Male 7 Causals contract s - - - There are total of 18 staff, including you. John (another manager) and you are both permanent employees, while the rest are in casual. The permanent staff each has two days off per week and the casual staff work as required, in the shifts provided. For large events and busy bookings, the restaurant also sources additional casual staff from JRM (recruitment agency for hospitality, commercial cookery and event management): https://jrmhospitality.com.au/ (agreement with JRM requires management to pay directly the JRM. The restaurant must by $35 per hour plus 30% loading on top which is JRM’s service fee. To ensure you ensure that you pay correct amounts to each of your workers you regularly review the following: HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 45 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name https://library.fairwork.gov.au/award/?krn=MA000009#_Toc141802985 https://www.employmentinnovations.com/knowledge-base-hr/modern-awards/hospitality-industry- award-summary/ With the arrival of Footy season, the customer inflow has increased, creating a busy environment in the restaurant. Being located in the heart of CBD, the restaurant is busy during lunch time from 12:30pm to 2:00pm, Thursday nights from 10pm to 11:30pm and on Friday nights from 10pm to 1:30am. Your gross pay is $1570.00 per week, John getting $1350.00. Casuals are paid as below: Your restaurant currently pays all staff $30 per hour and as it is hard to get staff on weekends you have negotiated the following with your staff: Public Holiday and Sundays staff receive $51 per hour. Minimum Wage Pay Rate | Café and Restaurant | Australia Casual Mon-Fri Public Holiday 20+ years $22.61 $50.87 19 years $19.22 $43.25 18 years $15.83 $35.62 17 years $13.57 $30.53 Currently, revenue of restaurant is approximately $36,500.00 per week. For rules and regulations, restaurant follows the general rules provided by Fair work ombudsman, Fair Work commission and Restaurant Industry Award 2010. Day Open Close Saturday 10:00 AM 9:30 PM Sunday 12:00 PM 8:30 PM Monday 10:00 AM 8:30PM Tuesday 10:00 AM 8:30PM Wednesday 10:00 AM 8:30PM Thursday 10:00 AM 11:30 AM Friday 10:00 AM 1:30 AM For the preparation of the day, following staff are required for 1 hour before start of the day:  One of the managers to open the restaurant and help with the material supplies.  1 chef and 1 helper for pre-food preparation  2 waiters to clean up the area and set up tables and bar. The restaurant opening times for customers is as below: For closing the day, following staff are required for 30 minutes at the end of day:  One of the managers to close the restaurant. If manager is not available, chef or head waiter should handle the process.  2 waiters to clean up the kitchen and restaurant area. General information on day to day operation:  The restaurant requires that John or you are on for closing; if not possible higher rate (20 % extra) must be paid to the casual staff member in charge.  1 Bartender is required from restaurant opening till 6pm, after which point 2 bartenders are needed in the bar.  Bar on Thursday and Friday nights should run at full capacity, with 3 bar tenders.  Manager can share the duties of waiter, bartender or chef when required. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 46 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name  Waiters and bartenders are able to perform the same duties when required, however both need to be present in a shift to ensure complimentary mix of skills. For example: when a bartender helps as waiter, another waiter should be present to fulfil waiting duties, as the other waiter is now acting as a bartender.  Maximum each employee can work is 10hrs. a day for full time permanent and 7 hrs a day for casual.  With socio-cultural-friendly and family-friendly initiatives, married staff can request to set their working hours till 9:00 PM.  There are 16 tables in the restaurant with 4 customers each. Bar can handle 15 customers at a time.  For staff ratio: At a peak time, one waiter can cater 4 tables at a time. For normal day, one waiter can look after 8 tables.  The restaurant has two roster periods for Saturday to Wednesday: o Morning to afternoon (till 3:00 PM) focusing on food items – breakfast and lunch. o 3:00 PM onwards with focus on food and bar items – dinner and drinks.  For Thursday and Friday, restaurant has three roster periods: o Morning to afternoon (till 3:00 PM) focusing on food items – breakfast and lunch. o 3:00 PM to 10:00 PM focusing on food and bar items – dinner and drinks. o 10:00 PM onwards focusing on bar items with snacks – drinks.  Rosters cycle (period) is scheduled weekly. Key information: The restaurant is focused on providing mouth-watering and lavish modern fusion foods during the day time and entertaining lively bar for the evening and late nights. Based on the information provided in the scenario and assumptions provided below, develop staff roster.  John does not work on Saturday due to personal commitment.  Xia and Ram both married have requested not to set their rosters time after 9:00 PM for the next month. Based on the organisational policies and socio-cultural consideration, you will adjust the roster accordingly.  You are on compassionate leave on Sunday next week.  Sally and Fey have informed that they won’t be able to come to work on Thursdays and Fridays next week also.  Your manager reminded you to contact JRM if more staff are needed for next week to cover leave for that weekend.  You must administer records of shift time of staff and maintain rostering records and monitor effectiveness of rosters in consultation with colleagues and identify and implement improvement areas for the roster and roster development processes.  You are to use MS Excel while preparing each of the three rosters and staff budget. Today is Thursday morning. Based on above information, prepare rosters for upcoming three weeks from Saturday to Friday based on relevant staff agreements and other considerations and wage budgets. Only 60% of total income is allowed as labour cost. Instructions for students:  This assessment task requires you to take on the role of a Manager at the restaurant.  You must develop roster and staff budget based on the scenario provided.  You must develop and submit a roster for minimum of three (3) roster periods (cycles) and upload these with this assessment task; and save and name each roster as Roster A, B and C) HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 47 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name  To develop your rosters, you are to use template provided: ROSTERS- 2020 Award , which is situated in the Support Materials folders; (example tables are also supplied in this assessment which can be used as drafts prior to you transferring information into the Roster’s 2020 Award template). Note: your rosters must show minimising and most efficient wage management and costs.  You must conduct consultation meeting with colleagues and staff to get input for the roster and later to monitor effectiveness of roster and identify improvement on roster and roster development.  Your Assessor will act as the staff (Head chef, Manager) for the discussion session or appoint someone suitable in his/her place.  Your assessor will appoint students assigning designated roles to each person.  At the conclusion of the scenario, you will be required to will switch roles to ensure everyone an opportunity to complete their practical activities. Note: If there is an insufficient number of a student, your assessor will assume multiple roles for the scenario, rotating roles at the conclusion of each exercise. Activities: Prepare wage budget for the roster period. Use template provided. You must prepare three separate rosters, save each as: Roster Week A / Roster week B and Roster week 3. PartB Q3.1. While preparing roster, ensure efficiency in operational and customer service with minimum wage cost. Your assessor will direct you as well to the most appropriate software application/s. a) combine duties where appropriate with roster team with complementary skills mix b) use the example template provided for roster preparation across three different roster periods such as “When I Work” or ABC Roster and c) transfer the table into spreadsheet. PartB Q3.2. Prepare your rosters and; a) ensure that your roster includes Xia and Ram combined roster b) use MS Excel as rostering software program or a rostering software program to develop your roster. Roster template called: ROSTERS - 2020 Award Template is situated in the Support Materials folder in your learning portal. c) use the template for the three individual roster periods d) ensure award provision for leave, mandated breaks between shifts, maximum allowed shift hours. e) check for standard, overtime and penalty pay rates while rostering staffs. Example Roster template : Week beginning: ……./……./…….. an example - add week days Note: you MUST develop three (3) rosters, you have been provided with Award title: <insert Award title> Minimum shift length (full-time): 00 hours Minimum shift length Maximum hours of work without a meal break: Other break entitlements: <insert details, e.g. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 48 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name (casual): 00 hours 00 hours 10 minutes paid rest break before and after lunch> STAFF NOTE: You must take your break as rostered below. Ensure you have at least <insert> minutes off if working more than <insert> hours. Saturday: / /20 Sunday: / /20 Monday: / /20 Tuesday: / /20 Wednesday: / /20 Thursday: / /20 Friday: / /20 Public Holidays Day: Date: / /20 Shift Staff's Name Start Meal break Finish Start Meal break Finish Start Meal break Finish Wage budget template: Week beginning: ……./……./…….. Id Staff’ s Name Sat Sun Mon Tues Wed Thurs Fri Total budget ($) 1 2 3 4 5 6 7 8 9 10 11 12 13 HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 49 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name 14 15 16 17 Tota l PartB Q3.3. With the prepared roster, conduct a consultation meeting with colleagues and staff to ensure input in the roster. a) Conduct a discussion session with three (3) staffs (Chef – Dimitra, Manager- John and Head waiter - Xia) to get input on roster planned for next week. Instructor will act as Chef, and two (2) students will act as John and Xia for the meeting. Get input on need of any change in the roster. b) Use following template to gather the input: JD / Name: Input – comments Chef – Dimitra PartB Q3.4. Based on the input during the discussion session on rosters, update each roster and wage budget to incorporate any changes encountered in required format to ensure clarity of information based on organisational standards. a) To administer each roster, prepare a register book to log the in and out time along with lunch time of each staff. This will record shift time of the staff. b) Print out the final rosters and share them with the staff members in clear format by Thursday evening. Also, prepare email with the roster copy and information that they need to log their time in the register book to record shift time of each staff. PartB Q3.5. Read the following scenario and complete the activities: Scenario 1 On Wednesday afternoon, James had minor injury on his hand. Doctor suggested him to give rest to his hand for 2 days. He informed you that he won’t be able to work on Friday night shift as bar tender. On the same afternoon, Joe called you saying that he has to go to his friend’s program so won’t be able to come to work for tomorrow. a) Based on the new information, re-work roster due to injury of James and unavailability of Joe. Replace them with appropriate casual staff. Note: keep in mind the replacement guidelines outlined earlier for staff working in different areas. b) Print the updated roster and email it to the staff members in PDF format and upload with your task or copy and paste in this task. HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 50 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name PartB Q3.6. Conduct a meeting. Scenario 2 On Wednesday evening, while checking the register, you found that even though staff are logging their times, some missed entering their break times while others failed to log in correctly. Also, due to unavailability of Joe, you had to arrange someone to help in kitchen on Thursday and had to make changes to wage schedule as a result. a) On Wednesday evening, conduct a meeting with the staff members to monitor effectiveness of roster. Meting should include three (3) staffs (Chef – Dimitra, Manager- John and Head waiter - Xia). Instructor will act as Chef, and two (2) students will act as John and Xia for the meeting. Get input on need of any change in the roster. b) During meeting, identify the ways in which rosters and roster development processes can be improved and decide on action items. Use the template as below: Suggestions Action item Owner Due date c) One of the suggestions that came out of the meeting was to link log in and out times in the register, with wages provided. This way if somebody fails to adequately log their times, the will not be paid. If someone has genuinely made a mistake, they must email one of the managers with an explanation and details of what occurred. Based on this suggestion, take appropriate action by: (Guide: 150- 250 words)  writing an email to send to all staff, regarding the new clock in/out process and;  steps should be taken if they fail to adhere to the new system. Your email Construct an email d) Develop a report for your next staff meeting in which you will report the following points. You will be circulating this report to other staff during the meeting and explaining its content.  Improving monitoring of effectiveness of rosters in consultation with colleagues and improvements  ways in which rosters and roster development processes is to be improved and take appropriate action  rostering and designated timeframes and communication improvements and  clarity of information and organisations standards and updated procedures. Improvement Report Improvement: Date: Work area/s: Activities/ HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 51 of 52

Student Assessment Qualifications: SIT60322Advanced Diploma of Hospitality Management STI50422 Diploma of Hospitality Management Term reference: HD-22_8.2_RECRUIT, OPERATE & ROSTER Units of competency: SITXHRM010 Recruit, select and induct staff SITXMGT004 Monitor work operations SITXHRM008 Roster staff Student’s name Student’s name Student ID ID Assessor’s name: assessor’s name task: Details: Explanations (Guide: bullet points with overviews for each) monitoring of effectiveness roster development processes timeframes and communication Clarity and updated procedures HD-22_8.2_| HAD-22_8.2_RECRUIT, OPERATE & ROSTER - Student Assessment Version 1 Dated: 21/10/2023 Page 52 of 52