Assessment Tasks and Instructions

Student Name
Student Number
Course and Code
Unit(s) of Competency and Code(s) SITXMGT001 Monitor work operations
Stream/Cluster
Trainer/Assessor

Assessment for this Unit of Competency/Cluster Details

Assessment 1 Short Answers
Assessment 2 Project
Assessment 3 Observations
Assessment conducted in this instance: Assessment 1 2 3

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required

Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
Name

Signature Date

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Assessment Guidelines

What will be assessed

The purpose of this assessment is to assess your ability to complete tasks outlined in elements and
performance criteria of this unit in the context of the job role, and:

 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
o difficult customer service situations
o equipment breakdown or technical failure
o financial resources
o staffing levels and skill profiles
o 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:
o performance reports
o staff records.
Place/Location where assessment will be conducted
RTO to complete

Resource Requirements
Refer to the Assessment conditions attached to the Futura Group Mapping Document located in the teacher
support tools folder or the “Assessment Conditions” for this unit in the SIT 1.0 Training Package.

For this assessment, the following organisational documents and templates must be made available by the
RTO:

 document HR manual template (attached)

 performance reports
 rosters
 staff reports
Instructions for assessment including WHS requirements
The assessment for this unit of competency consists of 4 case studies. Read each case study and complete the
questions and tasks for each as instructed.

You are required to answer all questions and tasks as outlined in each Case study below.

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 Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals were explained
to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I have
acknowledged or referenced all sources of information I have used for the purpose of this assessment
Student Signature: Date: / /201

This assessment:
First Attempt 2nd Attempt 3nd Attempt Extension – Date:    /    /   

Case study 1 Satisfactory Not Yet Satisfactory

Case study 2 Satisfactory Not Yet Satisfactory
RESULT OF ASSESSMENT
Case study 3 Satisfactory Not Yet Satisfactory
Case study 4 Satisfactory Not Yet Satisfactory
Feedback to Student:

Assessor(s)
Date:    /    /     
Signature(s):
Student Signature Date:    /    /     

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Assessment 2

Read the following case studies and address each question and/or task for each case study.

Case Study 1

The partners who own Green Tour Excursions where you work as Duty Manager have decided to reappraise the
operations of the Fraser Island Tours which operates 5 vehicles and drivers who also take on the role as tour
guides.
The partners say there are too many potential legal issues and complaints from customers and as a result the
bottom line of the business is suffering. They say the average turnover has decreased by 15 % and custom likely
will be lost to other operators although comparative tours have the same cost for this day tour.
The itinerary which was in place for the current 1 day island wilderness trip included:

 Central Station including Wanggoolba Creek boardwalk

 Lake McKenzie – a swim in crystal clear waters and pristine white sands.
 Seventy-Five Mile Beach
 Eli Creek – swim or float in the clear waters
 Maheno Shipwreck - take a photo stop at the rusting wreck of the Maheno washed ashore during an
out-of-season cyclone in 1935
 The Pinnacles Coloured Sands – learn of the Butchulla legends surrounding them.

Inclusions:
National Park Fess
Morning Tea at a picnic ground
Picnic Lunch
Transfers from Hervey Bay Accommodation to ferry return.

The main issues which have been identified by the partners of Green Tour Excursions for the particular tour
included:

 On 3 out 10 tours the 4-wheel drive tourist vehicle ran out of fuel which resulted in a 1 hour shortfall of
the trip on each occasion.

 On 2 trips the air conditioning of the vehicle failed.

 There were 18 complaints about poor hygiene relating to cups and cutlery used for morning tea and
picnic lunch.

 12 customers have expressed concerns of being provided with food from eskis and service vessels
provided from a plastic container.

 3 customers have complained about being served pastries from a card board box which must have been
the packaging provided by our supplier.

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  There were 4 claims from customers who claimed they felt unwell or sick after consuming the BBQ
picnic lunch which includes a small steak, sausages, 2 different salads and bread and butter.

 There are increasingly complaints from drivers of the vehicles that their days are too long given that
they are required to prepare their vehicles post and before each trip which could potentially breach
WHS requirements and entitlements.

 12 customers have expressed concerns of being provided with food from eskis and service vessels
provided from a plastic container.

 There were 3 incidences during the past 2 months where customers had close encounters with
venomous snakes in the toilet block located the picnic area used for stops.

You are required to investigate these issues and explore provisions to meet all legislative requirements.
Present your responses in report format suitable for presentation at a management meeting.

1. Describe how you would monitor the work hours of the driver/tour guide and the efficiency involved in
those hours – this would also mean you need to identify relevant problems associated with adjusting
staff levels to attain the requested improvement

2. Show what consultative process was used to allow for procedures and systems (including rosters new or
amended service provisions) to be adjusted. Show that in this area, quality assurances can be given so
that customers will not be affected and indicate the time frame involved in your changes
OPTION A
individually wrapped portions
portable fridge
individually wrapped cutlery and crockery -single use items
clean items properly beforehand and sanitise, make sure no scratches and stains
this option involves cost for purchase of single use cutlery
the divers may need a food safety training (extra cost)
regular maintenance for the aircon
maybe an extra driver (extra cost)
OPTION B
approach a restaurant to go for lunch
driver will have an hour break whilst the customer is dinning
no extra cost for single use items, and food prep
hand out a muesli bar and apple morning tea to save costs and time
no fridges needed
hire an extra cleaner for the preparation of the car (extra cost)
no food safety training needed
safe use of toilet facilities
include in the sop to fill up the full after each trip

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 3. List the measures taken to ensure functional clean vehicles, and prevention of hygiene issues

Regular maintenance
Hire a cleaner and create and sop with all procedures included to ensure proper clean

4. In your new plan, you must show the delegation process that will be involved. Will you need new job
specifications to be written? If so, how many?

communicating with the supervisor and the owners

driver needs to be informed about changes
inform the restaurant about numbers the number of people is coming for lunch
communicate with the cleaner
or none if we stay on option a

5. Will training be necessary to accommodate the new jobs if this is the option you recommend the owners to t
Take? Estimate a budget for retraining should it be necessary

OPTION A food safety training

OPTION B no training required

6.Describe how day-to-day operations will not be negatively affected with your proposed changes

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Case Study 2

Elena, the front office clerk has asked you for an urgent appointment to see you. On arrival to the meeting,
Elena explains to you that her supervisor in front office frequently makes silent offensive remarks and has
stalked her on multiple occasions after work. It also seems that he rosters her for the same shifts when he is
rostered on.

(The document HR manual template may be referenced for this case study)

1. What appears to be the nature of complaint here?

Sexual harassmment

2. Which procedure should be followed to receive a complaint like the one from Elena?
When a manager investigates a complaint, they should follow this procedure.
1. Do not assume guilt.
2. Advise on the potential outcomes of the investigation if the allegations are substantiated.
3. Interview all directly concerned, separately.
4. Interview witnesses, separately.
5. Keep records of interviews and the investigation.
6. Interview the alleged harasser, separately and confidentially and let the alleged harasser know
exactly of what they are being accused. Give them a chance to respond to the accusation. Make it clear
they do not have to answer any questions, however, the manager will still make a decision regardless.
7. Listen carefully and record details.
8. Ensure confidentiality, minimise disclosure.
9. Decide on appropriate action based on investigation and evidence collected.
10. Check to ensure the action meets the needs of the complainant and {Business Name}.
11. If resolution is not immediately possible, refer the complainant to more senior management. If
the resolution needs a more senior manager’s authority, refer the complainant to this manager.
12. Discuss any outcomes affecting the complainant with them to make sure where appropriate you
meet their needs.

3. Write a standard operating procedure that can be used to investigate a complaint, including actions for
e.g. EEO and sexual harassment matters.

When a manager investigates a complaint, they should follow this procedure.

1. Do not assume guilt.

2. Advise on the potential outcomes of the investigation if the allegations are substantiated.

3. Interview all directly concerned, separately.

4. Interview witnesses, separately.

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5. Keep records of interviews and the investigation.

6. Interview the alleged harasser, separately and confidentially and let the alleged harasser know exactly of
what they are being accused. Give them a chance to respond to the accusation. Make it clear they do not have
to answer any questions, however, the manager will still make a decision regardless.

7. Listen carefully and record details.

8. Ensure confidentiality, minimise disclosure.

9. Decide on appropriate action based on investigation and evidence collected.

10. Check to ensure the action meets the needs of the complainant and {Business Name}.

11. If resolution is not immediately possible, refer the complainant to more senior management. If the
resolution needs a more senior manager’s authority, refer the complainant to this manager.

12. Discuss any outcomes affecting the complainant with them to make sure where appropriate you meet
their needs.

4. Which legal responsibilities do have in your capacity as a manger in this instance?

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Case Study 3

You are the manager at the Ocean view hotel. During the last 4 weeks the numbers of patrons during dinner
service on Wednesdays to Fridays have doubled. Although this is good news for the operation, there have been
associated with this a number of operational issues which need to be addressed swiftly to prevent bad publicity
in social media and on trip advisor.

During the 4 week period the hotel had 12 complaints related to delays in meal service, 16 complaints relating to
poor or average quality of meals. A brief conversation with sous-chef and head chef have indicated that the
access to and lack of capacity of some equipment are some of the main issues they are facing.

In front of-house (F&B) the same staff has been rostered on the periodic schedule as usual, and staff does not
think there are any issues.

1. Provide a systematic approach for areas you will investigate

Investigate whats going on with the food ; organise a food testing
Check what are being used
Check temperature of cold room
Check the individual performance of the staff
Check the average time it should be to make and serve the food and how long it currently to take to be
ready
Check roaster

2. Provide solutions for the shortfalls in equipment pointed out to you, given that the new budget is still 5
months away and major expenditure was just completed to finish the accommodation areas.

Change the menu to avoid the use of certain equipment

Substitute equipment where is possible
Make some Adjustment on the roster

3. Which aspeects will you investigate in the food and beverage/service areas?
We will be investigating the staff roaster
Possibly put another
4. Provide details for the staff who will be involved in the process.

Front of house: supervisor, all staff

Main kitchen; executive chef .

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Case Study 4

You are working in the capacity of manager in a trendy inner city boutique hotel, featuring 45 rooms, a gym and
wellness area, a 60 seat cafe -bistro, an 80 seat restaurant and seating for 50 customers in the mall.

The food and beverages are in line with using local produce and following trends, however you have noticed
that due to the large number of part-time employment of students and, it seems, lack of direction from the
departmental supervisors, products and services are always different. Not that there have been any substantial
complaints, however beverages are presented differently at different times, food presentation varies and it
looks portion sizes are not uniform, and the rooms are made up and arranged differently depending who is in
charge and on duty, accordingly.

1. Provide suggestions for a system that can be effectively developed and implemented for each
department and explain in detail what this entails for each department. Your approach must include
delegation at the appropriate levels.

Kitchen
Take some pic of the food to make sure presentation is the same
Establish the weight of items in your recipes and make sure the staff follow
Create a sop STANDARD RECIPE CARD
Drinks
Follow recipes
Staff training.
sop
Hotel Rooms
SOP
Create a procedure of where items are supposed to be placed
Follow the appropriate cleaning procedure

2. What are the implications for all existing staff as a result and how will you provide for overcoming
these?
Organise staff training
Rostering needs to be done so experienced staff are working with less experienced staff
Mix of skill

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