Reference no: EM132296555

Assessment Tasks

The purpose of this assessment is to assess your ability to:

• Develop and implement an operational plan using a variety of information sources and consultation (including using specialist advice if required) which includes:
o resource requirements
o key performance indicators
o monitoring processes
o contingency plans
• communicate effectively with relevant stakeholders to explain the plan and supporting information, seek approvals, negotiate variations and engage work teams
• develop and implement strategies to achieve the operational plan within the organisation's policies, practices and procedures including:
o recruiting, inducting and developing personnel
o acquiring physical resources and services
o protecting intellectual property
o making variations to the plan
o monitoring and documenting performance.

Project 1

PART A
Requires you to submit an operational plan as detailed overleaf or as negotiated with your trainer.
Note: Where the student is engaged in a real workplace the assessment task may be related to a suitable operational aspect in that workplace, provided the basic key points of this assessment are addressed.

PART B
Requires you to submit a resource acquisition plan that clearly outlines the provisions for this and how resources will be managed effectively.

This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.

To demonstrate competence each task must be completed and the relevant question must be answered by the student.

Project 2

PART A
Requires you to select a procedure or task completed in an organisation or department as outlined in the tasks below. For these procedures or tasks you are required to write the detailed procedural steps required to complete these to industry standard in form of a checklist. You are then required to observe a staff maber completing the procedure/task and document the performance. Upon completion you are required to identify the shortfalls and underperformances.

PART B
Requires you to write a strategy which can be implemented to overcome the identified shortfalls. The strategy must be supported by an overview of all cost factors which will impact on the strategy including human and physical aspects On completion you are required to write a critical reflection on the project overall, including cost effectiveness, viability for the operation ain terms of ROI, and realistic alternatives to improve processes and procedures. Each suggested approach must be evaluated for positive and negative impacts.

This assessment is one form of assessment type that is used to collect evidence and will count towards gaining competence toward this unit.

To demonstrate competence each task must be completed and the relevant question must be answered by the student.

Assessment 2

Part A Develop operational plan

The Hotel Futura management has adopted a proposal to utilise a sunny indoor section of the lobby as a service point for morning and afternoon teas. It fits all the iegal requirements regarding the serving of food and after a cost-benefit analysis, it was seen to potentially create a lucrative new revenue stream in a previously revenue-neutral floor space.

As the Financial Controller, the next part of the operational planning phase requires you to do an analysis on the financial positions of two different options. The first option is to install a full espresso coffee service station in the designated area and the second option is to utilise the existing coffee facilities inside the busy 24 hour coffee shop outlet, situated 30 meters diagonally across the foyer.

Among other evaluation activities in the initial planning phase, a guest marketing survey was conducted, the trading figures for the coffee shop were analysed and the following data emerged:

• Initial estimated covers per lobby tea service per week = 250 customers
• Budgeted average spend per cover excluding including GST = $1R.50
• Two existing food service attendants are allocated for 2.5 hours for each service period.
• One food service attendant will need to be hired to ensure the operation can operate 7 days a week.
• Each tea service operates for 2 hours only i.e. 10.00am-12.00pm and 2:30-4:30pm
• The existing low tables and comfortable lobby style seating are to be used so no other capital outlay is required to establish the revenue stream
• The room service kitchen prepares the sandwiches and delivers them to the pass in the pastry section of the main production kitchen, located directly behind the proposed outlet. Gateaux and pastries are prepared and plated up by the pastry section
• The 2 food service attendants order and collect all food orders for this outlet from the pastry section pass in the main production kitchen, via a convenient service entry door located directly behind the proposed lobby tea area
• A set of service fridges in the front kitchen can be utilised for the storage and service of chilled alcoholic and non-alcoholic beverages.

Develop an operational plan using a suitable template which needs to include the following details:
1. A description of the operation.
2. The aim of the operational plan - What are you trying to achieve?
3. A SWOT analysis of the business environment - This could include similar scenarios relevant to your area and must include legal requirements for this type of operation.
4. A detailed overview of resource requirements and options:
• Technology,
• Human Resources needs,
• An overview of financial requirements related to all resource requirements and options including financial requirements (given the first 3 months are used to establish the operation and are budgeted for). Using current trade equipment prices, analyse the most financially viable option for the hotel, either by purchasing or leasing and installing a full espresso coffee station or utilising the existing coffee facilities from the coffee shop outlet,
• Requirements for intellectual property rights and responsibilities in recruitment and
acquisition of resources and services.
5. A contingency plan with alternative options for each key aspect of the operational planning stages.
6. The timeframes required to implement this project
7. The consultation requirements and provisions including timelines.
8. The evaluation methods you will use to measure the performance of each aspect of this project.

Part B Planning Resource Acquisition

In this part of the assessment you are required to outline the processes and procedures you use for planning and managing the required physical and human resources. You are required to address the following aspects:

1. Discuss your findings for the different options for the coffee machine you have researched in Part A with the Executive chef and F&B manager in your workplace, or as a role play with fellow students and/or your trainer. Provide a script of the details that were discussed and the findings of discussions with the Executive Chef and the Food and Beverage Manager regarding the pros and cons of operating a high quality food and beverage service in each situation. Depending on your training situation this may be completed in form of observation of your discussion with the 2 staff.

2. Provide an overview of the Standard Operating Procedures which would be required to implement this operation with staff to ensure all operational and legal aspects are covered.

3. Provide a job description for the role of a food service attendant for this particular operation. Which duties would this need to include and how will you ensure these are performed by the staff member? Provide an overview of the documentation, communication requirements and any other strategies you will use to ensure performance initially and monitor ongoing performance.

PROJECT 2

Part A Observation of operational procedures or tasks

This project consists of an observation of an operational procedure relevant to your area of training which may include a Kitchen operation, Front office, Tourism, Events, Food and Beverage, Rooms Division or Administration. The focus needs to be on observing and improving existing procedures or to identify new processes to improve operations.
o This may relate to workflow processes
o Cost efficiency of products and services
o Customer service related issues
o Check-in, check-out procedures
o Staff efficiency and training needs
o or a specific procedure as instructed by your trainer

Your Task:
1. Provide an overview of your workplace and a description of the operational procedure you will monitor, analyse and review and outline the reasons which indicated to you that a review would be necessary (for example complaints from customers about prolonged waiting periods for check-in; prolonged waiting periods for food in the restaurant; frequent errors in reconciliations at the end of the shift in front office or similar.

2. List the Standard Procedures which would be required to perform the procedure or tasks and the criteria which are used to industry standards to measure the performance required. This needs to show all tasks which are part of the procedure you observe.

3. Observe the task or operational procedure and provide an overview of your findings.

4. Following the observation identify any shortfalls or underperformance during the observation of tasks or processes and document these in detail. What were the issues and what were the potential reasons for these?

Part B Developing strategies and critical reflection

5. Develop a strategy that can be implemented to overcome the shortfalls you have identified and explain how each step of the strategy will be implemented to ensure it will be successful. Include the documentation required for this.

6. Provide an overview o the potential cost factors for your suggested procedures including physical and human resource aspects as relevant.

7. In brief provide a critical reflection on your project: Given what you have observed, analysed in terms of resources required and the potential outcomes from the strategy you have developed, how viable is your strategy in terms of outlay required by the organisation? Would there be a more cost effective option?