Reference no: EM133009983

Third Party Report

Purpose
Students who work in the workplace can seek evidence to support a judgement about the competence. Students' work performance will be documented using a third-party report completed by a relevant workplace observer (e.g. direct supervisor).

Procedures

Step 1:
Students provide the third party report to the observer to be completed.

Step 2:
The relevant observer uses the following table to judge and records observations of the student in workplace situations. The relevant workplace representative may record the student's observations during and/ or periods of workplace observation. The following conditions must be followed:
- The necessary materials and resources must be provided to the student, and any concerns or questions the student has must be clarified or answered before the observation commences
- The period of observation should be over a work period sufficient to observe all the skills outlined in the checklist provided and to ensure that the student's performance is captured in full. This must be negotiated and agreed to by workplace colleagues to minimise interruptions to the everyday activities and functions of the workplace environment, as well as to the observation being undertaken
- The student must complete the observation task unassisted by the observer or other personnel

Work effective in hospitality service
Interact with and positively respond to the diverse demands and requests of different customers; this might be demonstrated when answering the phone, taking bookings/ reservations, greeting guests/ customers, providing food or beverage services, negotiating event schedules etc

Work cooperatively as part of a service team while providing technical advice and other support to team members.
Technical advice can relate to operational equipment and procedures, transaction processing equipment, or machinery and equipment used to support the service provided. Team work means cooperating and collaborating with others to ensure high quality products and services.

Prepare and set up the work area, equipment and supplies according to organisational standards and within realistic commercial time frames.

Interact positively with customers and provide clear and accurate information to them, answer any questions correctly and courteously and respond to their service delivery expectations.
Offer relevant information on products and services.
Check to ensure that products and service are meeting customer needs.
If customers indicate that they have special requests or cultural requirements, ask appropriate questions and provide service that will meet these needs.

Use appropriate communication skills to address and resolve customer complaints within the scope of your responsibility.
Listen attentively to their complaints and work with them to negotiate satisfactory resolutions.
Check with the customers to ensure that they are happy with the problem solution. This might involve verbal, face-to-face communication or telephone or email communication after the event.

Follow the necessary organisational procedures and use a range of technological applications to complete operational tasks. If operational problems arise they must be responded to in a timely manner and using suitable problem-solving techniques.
Technology could include: electronic ordering, sales and stock tracking equipment, record keeping equipment, communication devices, sound and lighting equipment etc.

Problems might relate to:
• staffing/ rosters
• supplies
• equipment
• customer requirements
• customer complaints
• shortages or stock outs
• issues with staff members/ performance issues etc

Complete end of shift duties within commercial time frames for a minimum of thirty-six different complete service periods (shifts).

Follow health, safety and security requirements
Monitor safe work practices
Can identifying hazards, and assessing and controlling risks
Prepare and discuss the features of a budget that allocates resources to a department or organisation:
• allocate funds according to budget priorities
• discuss the changes to income and expenditure in relation to previous budgets and actual performance

Manage a budget over a three-month period.
Undertake at least two of the following to inform management in relation to the budget:
• discussions with existing suppliers
• evaluation of staffing and rostering requirements
• evaluation of impact of potential roster changes
• review of operating procedures
• sourcing new suppliers
Gather information needed to prepare a budget:
• determine and confirm the scope of the budget
• identify, access, and interpret information
• analyse internal and external factors that can impact the budget
• consult with colleagues
Analyse information and prepare budget:
• estimate income and expenditure
• reflect organisational objectives
• provide a range of options
• circulate draft for comment
Prepare a budget for a business that meets the specific business' needs:
• negotiate budget with stakeholders
• incorporate agreed modifications
• complete budget in required format
Demonstrate the following when preparing the budget:
• consultation on components
• analysis of factors that impact on the budget
• completion of draft and final versions of budget within designated timelines

Review and prepare a report on budget performance in meeting budget objectives:
• establish review cycles
• incorporate financial commitments into budget and report
• investigate and take action on significant deviations
• analyse changes in internal and external environment and recommend adjustments

Develop rosters across three different roster periods, demonstrating:
• there are sufficient staff to cover business needs and meet wage budgets
• there is an appropriate skill mix of the team
• duties have been combined where appropriate to ensure effective use of staff
• compliance with industrial provisions and organisational policy, including social and cultural considerations
• correct use of the roster system and associated equipment
Consult with colleagues to ensure their input into the rosters and complete the rosters within commercial and staff time constraints.

Present and communicate rosters in the required format across three different roster periods, ensuring that rosters are clearly presented and communicated to colleagues within designated time frames.

Consult with colleagues to monitor the effectiveness of rosters and identify ways that roster development could be improved.
Take action to improve the roster development according to the results of the consultation process.

Model high standards of performance and behaviour as a leader of others on a day-to-day basis, acting as a positive role model through individual performance, through showing commitment to organisational goals and by interacting with team members in a positive and professional manner.

Develop and communicate organisational plans and objectives in consultation with team members while modelling and encouraging open and supportive communication.
Communicate the expectations, roles and responsibilities of team members, encourage them to take responsibility for their own work, to develop new and innovative approaches to work and identify and reward individual/ team efforts.
Share information with the team from the wider business environment and ensure commitment to team interests when considering the impact of the wider business environment.
Seek and respond to feedback from team members surrounding:
• allocation or performance of work
• effectiveness of communication
efficiency or deficiency in workplace practices

Evaluate, monitor and motivate individual and team performance while demonstrating at least four of the following management roles:
• decision making
• delegation of tasks
• information provision
Evaluate, monitor and motivate individual and team performance while demonstrating at least four of the following management roles:
• decision making
• delegation of tasks
• information provision
• provision of feedback
• motivation through recognition and reward
• planning and organising
Monitor efficiency and service levels using log books, financial metrics, customer feedback logs etc.
Meet with worker to discuss customer interactions and to debrief after service periods.
You could also:
• monitor customer phone contacts
• review emails to customers
The assessor will be able to observe some of these activities. You can present completed log books, budgets and other calculations as proof of performance.

Plan and organise work flow for a team operation or activity that takes into account at least six of the following contingencies:
• delays and time difficulties
• difficult customer service situations
• equipment breakdown or technical failure
• financial resources
• staffing levels and skill profiles
• rostering requirements
• staff performance
• product development and marketing
Where necessary, hold meetings, draw up work flow lists and consult with colleagues and workers about current and emerging trends and about current and future planning.

Create a plan and organise work flow for a team operation or activity that takes into account at least six of the following contingencies:
• delays and time difficulties
• difficult customer service situations
• equipment breakdown or technical failure
• financial resources
• staffing levels and skill profiles
• rostering requirements
• staff performance
• procedural requirements
• product development and marketing
• workload problems
• achievement of specific objectives or targets

Monitor and improve workplace operations
interact with and positively respond to the diverse demands and requests of different customers; this might be demonstrated when answering the phone, taking bookings/ reservations, greeting guests/ customers, providing food or beverage services, negotiating event schedules etc

Attachment:- Third Party Report.rar