Reference no: EM133512316

Monitor Staff Performance

Assessment: Task - Demonstration

Scenario - Pesto's Restaurant

Pesto's offers a trendy, fun place to have great food in a social environment. Chef Mario Vittorio, who is also the owner, has a large range of ethnic ingredients and recipes to provide the customers with a diverse, unusual menu. Chef Mario will also be including a lot of vegan and gluten free dishes, recognising the trend within the restaurant industry for their demand.
About the team at Pesto's

Chef Mario, who is the owner, has over 20 years of experience in the industry as a chef and is an award-winning chef who is well known in the community.

Chef Mario has assembled a back of the house team as follows:

The Head Chef, Tim Smith will be responsible for the back-end production. He has always worked in traditional types of restaurants. He has limited experience in working for restaurants with similar concepts, i.e. vegan, vegetarian, sustainable foods.

Tim Smith will be assisted by a kitchen brigade according to the stafing requirements.

The front of the house team includes two wait staff, a receptionist/hostess and two food runners.

Chef Mario is aware that all staff will need training in the new concept of organic, healthy food restaurant. The wait staff will need to be coached in describing and offering / promoting the menu to customers. He is also aware that his back of the house team will need to be trained in developing vegan and vegetarian and other types of innovative menus he plans to offer.
Chef Mario expects to face the usual challenges in training and coaching staff in the new concepts, menus and food styles, and is prepared to take up the challenges.
Pesto's strategic goals for human resource development

Apart from training and coaching all staff in the new concepts, menus and food styles, Chef Mario wants all staff to be trained and their performance to be monitored for the following standards of performance:

adherence to procedures cost minimisation customer service standards level of accuracy in work personal presentation productivity
punctuality response times team interaction
waste minimisation

Task 1 - Demonstration

You have been appointed as the Restaurant Manager and have been given the task of managing the performance of all staff. You are required to prepare the following:
A. Draft job descriptions for 2 roles - Chef and Wait Staff For each role, you must include:
3 KRAS
at least 1 KPI related to each KRA

Use the template provided in Appendix A to draft the job descriptions. How to select KRAs and KPIs:
For each job role, select 3 KRAs from the following list: adherence to procedures
cost minimisation customer service standards

level of accuracy in work personal presentation productivity
punctuality response times team interaction
waste minimisation
You must not repeat KRAs across job roles - i.e. each job must have their own KRAs from the list above.
Altogether, you must use 6 KRAs from the list above in preparing your job descriptions (3 KRAs for each of the roles). You must ensure that KRAs you select are relevant for each position.
Each KRA must be accompanied by at least 1 Key Performance Indicator that will be used to measure whether the KRA has been demonstrated or not.
B Develop the framework of a staff performance management system, which includes the following components:

Process for performance appraisal, including:
Method of collecting data (type of assessment, e.g. peer, team, self, etc., and instrument, e.g. form, checklist, etc.) timing/ frequency
Method of interpreting/ analysing performance data
Two ways for recognising and rewarding excellence in performance Process of addressing performance issues, including:
Individual Performance Planning related to position description (including employee goal setting / objectives setting)
Ongoing Performance Communication Procedure for informal and formal counselling
Consequences of continued poor performance and procedure for warning staff about this
Documentation and record keeping requirements (what performance management documents you will maintain and where you will file them)
Where this performance management system and appraisal schedule will be stored, and how they will be communicated to staff
You must prepare this framework as a policy document, with each of these components as a sub-heading followed by a description, timelines, responsibilities or examples, as applicable.

Assessment 2: Task 2 - Role Play

Task 2: Role Play

Consult restaurant owner about performance management system

Conduct a meeting with Chef Mario, the owner of the restaurant (to be played by your assessor) to discuss and agree on the framework of the performance management system you have developed.
This is a role play.

You must bring with you a copy of:

the job descriptions
the performance management system During this task, you must:
consult with the owner about the three job descriptions you have developed and expected standards of performance for each, and gain the restaurant owner's approval for your job descriptions
discuss all aspects of the performance management system you have developed (including KRAs and KPIs) gain the restaurant owner's approval to implement your performance management systems

Task 3: Inform colleagues about expected standards of performance

Prepare a generic email to be sent to the two staff members whose position descriptions / KRAs you have developed in Task 1. In the email, you must:
Advise them of where they can find information about the expected standards of performance How they can access their job descriptions
How they can access the performance management schedule Your email should be no longer than 100 words in length.

Prepare a generic email to be sent to the two staff members whose position descriptions / KRAs you have developed in Task

Assessment 3 : Task 1 - Role Play

Task 1: Monitor staff performance

Monitor the effectiveness of the two staff members for whom you have developed performance standards, in their areas of work (chef, and wait staff).
You must assume that these are new staff who have been hired recently, and this is their first performance review.

You must monitor staff performance in any one aspect (one KRA and related KPI) of their job role.

This is a role play. You will have 20 minutes to monitor the performance each staff.

Your assessor will organise for two volunteers to play the parts of the staff being monitored. Prior to undertaking this task:
Provide copies of the job descriptions you have developed to the volunteers who are playing your staff.
Inform the volunteers of which task or aspect of job performance you will be monitoring, and the actions you would like them to perform.
Prepare a Staff Appraisal Form for each of the two staff you are monitoring, using the template in Appendix B. You must reflect the KRA and related KPI you have selected to monitor, in the form. This form is for use during the task.
During the task, for each staff member, you must:

Inform the staff that you will be evaluating their performance, familiarise the staff with their Staff Appraisal Form, and brief them on the performance evaluation process
Monitor their performance in the Acumen restaurant to ensure it is line with the performance standards you have identified for their job
Provide on-the-job guidance or support to staff when you see any aspect of performance that can be improved with immediate feedback
Evaluate and record staff performance using the Staff Appraisal Form - complete sections 1 and 2 of the form.

Assessment 3: Task 2 - Role Play

Scenario

In addition to your observations in the monitoring session, you have received the following feedback about the performance of these staff members, from other restaurant staff.

Chef:

Changes recipes or menu items frequently, without approval, in order to be innovative. As a result of this, costs are going up and productivity is being affected.
Wait staff:

Teamwork and communication skills need to be improved; sometimes gets into arguments with other staff members and creates an unpleasant work atmosphere through rude behaviour.
Good customer service skills; friendly and polite to all customers and ensures orders are correctly placed and delivered; good at upselling to customers.

Task 2 - Discuss performance appraisal with staff

Following on from the monitoring sessions, you must conduct a Performance Appraisal with the two colleagues you monitored. You must explain the staff appraisal process to each colleague before the session.
You must bring a copy of the Staff Appraisal Form

During the session, with each colleague (chef and wait staff), you must:

Discuss your observations of their performance when you monitored them (Task 1)
Discuss your evaluation of their performance against the selected standard of performance, as noted in the Staff Appraisal Form
Where relevant, provide recognition of good performance
Discuss the other feedback you have received from team members about their performance, and seek their inputs on reason for their poor performance (e.g. "Why do you think this is happening?")
Counsel them about ways in which they can improve performance
Suggest training or coaching solutions to improve performance, including: At least one areas of training/ coaching each
Expected outcomes of training/ coaching
Timeline for training/ coaching (when, how long for, etc.)
Seek staff's input and agreement on the training/ coaching solutions you have suggested You must make notes of the following in the Staff Appraisal Form you have prepared:
Further areas for improvement identified - complete section 2 Reasons for poor performance based on staff input - Section 3
Training and coaching solutions you have discussed - Section 4

You must get the staff member's agreement (signature) on the Staff Appraisal Form agreeing to the training/ coaching solutions agreed upon.
This is a role play. Your assessor will organise two volunteers to play the parts of the chef and wait staff in this role play.

Task 3 - Prepare a coaching session plan for each colleague

Based on your discussions with your colleagues in Task 2, prepare two coaching session plans, one for each colleague. Use the template in Appendix C to create your plans.
In your plans, you must identify:

Area of coaching and structure of session Expected outcomes of coaching
Review mechanisms

Assessment 3: Task 4 - Role Play

Task 4 - Conduct a coaching session for wait staff

Deliver a coaching session to the wait staff.

You will have 15 minutes to deliver the coaching session.

You must follow your coaching plan for this session that you have prepared in Task 4. During the coaching session you must:
explain purpose of the session to the trainee
demonstrate the skills and deliver the knowledge required by the trainee check trainee's understanding and clarify/ repeat instructions as required provide the trainee to practice the skill and assess their demonstration provide constructive and supportive feedback to the trainee
You will be assessed on your ability to:
demonstrate and explain skills and knowledge clearly
use verbal and non-verbal communication skills effectively to ensure your trainee has gained the knowledge and skills they are being coached in
complete your coaching session within the specified time frame

Assessment 3: Task 5 - Role Play

Task 5 - Conduct a formal counselling session

It has been four weeks since your performance appraisal and coaching session for wait staff. You have received feedback from colleagues that the staff member continues to occasionally create unpleasant situations with colleagues.
They are not yet working effectively with their colleagues.

Conduct a formal counselling session with this staff member.

Before the session, you must explain the purpose of the session and how it fits within the performance management process -
i.e. why this session is happening.

In the session, you must:

Collaboratively identify at least 1 barrier to effective participation in the workplace and training/ coaching Explain the consequences of continued performance issues, based on the performance management system
Discuss and agree on the actions required from the staff member, in order to continue participation in the job role (e.g. assess the commitment of staff member to improving performance, identify desire to participate in further training/ coaching, etc.)

Task 6 - Demonstration

Task 6 - Provide recognition of excellence

The pastry chef, Vanessa Lee, has been awarded 1st prize in Buffet Centre Piece in Salon Culinaire National Competition. This is her third competition award in the last two years.
Draft an email to the whole team, announcing the chef's achievement and providing recognition of the chef's achievements. You will be assessed on your ability to:
Provide recognition of specific achievements Provide recognition of continuing excellence
Using positive language to motivate the chef to continue excellence in performance

Draft an email to the whole team, announcing the chef's achievement and providing recognition of the chef's achievements, in the space provided.