Reference no: EM133040782

ASSESSMENT TASK: WRITTEN QUESTIONS

PART A - HOSPITALITY OPERATIONS

QUESTION 1
List four (4) tasks you would typically complete to prepare the work area before starting a hospitality service period.

QUESTION 2
List nine (9) procedures typically undertaken at the end of a service period.

QUESTION 3
a) List at least six (6) common job tasks typically undertaken during a service period in the hospitality industry in the food and beverages sector.
b) List the two (2) main requirements for providing services in the accommodation sector
c) List at least one (1) main objective of a sales person in the gaming sector.

QUESTION 4A
List five (5) different common local area information, a guest should be made aware of on arrival.

QUESTION 4B
List five (5) common hotel facilities, that guests should be made aware of on arrival.

QUESTION 5
List ten (10) common types of information relevant to customers that you need to be aware of when working in hospitality services for food and beverages, gaming and/or events.

QUESTION 6A
Organisational policies, procedures and systems would usually cover what six (6) key areas/functions of hospitality operations?

QUESTION 6B
Identify below the required organisational policies, procedures and systems in each of the following categories

QUESTION 7
List four (4) ways frontline managers/supervisors/team leaders can monitor efficiency and service levels through the day-to-day operations?

QUESTION 8

When monitoring work operations, what are the three (3) main sustainability considerations for frontline operational management?

QUESTION 9
List the six (6) key principles of frontline management effective task delegation/ delegation techniques?

QUESTION 10
a) What are the six (6) main roles and functions of supervisors and managers in the hospitality sector?
b) What are the eight (8) key responsibilities of supervisors and managers in the hospitality sector?
c) List at least eight (8) different types of information that supervisors and managers typically provide to operational staff.

QUESTION 11
a) What is the difference between a ‘programmed' decision-making process and a ‘non-programmed' decision-making process?
b) List at least six (6) reasons why ‘programmed' decisions are applied to typical workplace issues or situations?
c) When would non-programmed decision-making be applied to workplace issues or situations.

QUESTION 12
What are the three (3) broad categories of problem solving and decision-making techniques?

QUESTION 13
Outline the key characteristics or features of each of the following problem-solving and decision-making techniques

QUESTION 14
When would each of the following problem-solving and decision-making techniques be applied to a workplace issues or situations-

QUESTION 15
What are the two (2)main industrialor legislative issues that affect how you plan/organise short-term work in the hospitality sector? Include in your answer the main factors that each one affects.

QUESTION 16
List eight (8) features of open and supportive communication when leading and managing people.

QUESTION 17
a) Identify at least four (4) sources from which you could seek information from the wider business environment to share with your team.
b) List four (4) ways you could share information from the wider business environment with your team.

QUESTION 18
List five (5) key actions that could be given consideration in the individual development of staff.

QUESTION 19
List four (4) mechanisms a team leader/supervisor might provide recognition and reward for leading staff achievements.

QUESTION 20
Outline the features of each of the following leadership styles:

QUESTION 21
What are the eight (8) primary characteristics of effective leadership?

QUESTION 22
a) What are the six (6) key characteristics of an effective team?
b) What are the seven (7) key attributes of effective team members?
c) What are the four (4) broad roles in an effective team?
d) What are the eight (8) steps to form and organise an effective team?
e) What are six (6) common potential problems that could hinder a team's progress or success?
f) List six (6) benefits of effective teamwork.
g) What role does group dynamics have in successful team management?Use the table below to list what occurs when a good dynamic exists within a group and when there is poor dynamics within the group.

QUESTION 23
List six (6) roles motivation plays when managing individuals and teams.

QUESTION 24
a) What are the five (5) primary needs that are the basis of Maslow's Hierarchy of needs motivation theory?
b) What are the three categories identified by Alderfer's ERG theory of motivation?
c) Herzberg developed the ‘Two factor theory of motivation': what are the two factors?

QUESTION 25
a) What are the five (5) principles of effective time management?
b) How do leaders and managers apply effective time management when planning their own work? List a minimum of five (5)
c) How do leaders and managers apply effective time management when planning the work of others? List a minimum of seven (7)

QUESTION 26
Using the template following, list the main purpose(s) and key elements of each of the following different types of planning processes?
a) Feasibility Study
b) Strategic Planning
c) Operational Planning
d) Financial Planning
e) Marketing Plan

Attachment:- Workplacement Cluster Assessment Booklet.rar