SITXMGT001 Assessment Tasks and Instructions
|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|
|· performance reports
· 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.
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:
National Park Fess
Morning Tea at a picnic ground
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:
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.
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.
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.
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