Reference no: EM133189415

SITXGLC001 Research and comply with regulatory requirements

In today's Hospitality and Tourism industries, managing a business requires extensive knowledge of the necessary legal aspects to ensure that the business is managed within compliance and regulatory requirements.

To maintain legal compliance within a Hospitality business, the correct legal information and advice must be clearly identified, implemented and updated in order to operate the Hospitality business properly and legally.

Imagine the many types of Hospitality businesses, from Cafes, Restaurants, and Cocktail Bars, to Hotels, Motels and Resorts. For any of these Hospitality businesses to operate correctly, they must be complaint and adhere to regulatory requirements.

In this assessment you are planning on opening a brand-new Hospitality business. A licensed burger bar that will operate from 11am- 2am. You will need to undertake the research required to get the business up and running. This will include, creating a business name, an Australian Business Number (ABN) and researching and sourcing all the legal and compliant aspects of the business.

Being a new business, you will need to research and access information regarding what legislative requirements will need to take place prior to opening the business. There are many areas of compliance that underpin specific areas and operations of any Hospitality business.

In this assessment you are required to gather and collate your findings and provide screen shots of the steps that you undertook to access business licensing, compliance and associated legislative requirements.

You will need to your contact local council and various State Government Departments. You will need to access, read and interpret compliance, licensing and legislative Hospitality business requirements. You must determine the hospitality business compliance requirements.

Your role will be to research, source and provide an overview of your interpretation of the regulatory requirements that would apply to the Hospitality business. Your findings must be presented in a detailed written report of no less than 1500 words that outlines the following criteria;
• List the steps to undertake and establish an Australian Business Number (ABN)
• How you derived at and registered your Business Name
• Three (3) building regulations that are associated with a new build
• The overview of three (3) planning permits that will be required or are associated with starting a new Hospitality Business
• List the associated third-party insurance
• List five (5) Health and safety regulations and requirements
• Detail the associated Liquor licensing regulations and requirements
• Explain the steps needed to register for Good and Services Tax (GST) Business Activity Statement (BAS) and other taxation requirements
• Explain four (4) Legal and ethical business requirements
• Provide an overview of the Australian Consumer Law (ACL)
• List the risks, penalties and consequences of business non- compliance
• List three (3) sources of specialist advice/ specialists required
• Provide an overview of employer superannuation contributions
• Fair Work Act 2009, especially provisions for National Employment Standards (NES) / Workplace Relations
• Describe four (4) aspects of Public liability and duty of care
• Explain work health and safety practices and legislative requirements
• Provide an outline of workers' compensation, especially provisions for injury reporting and occupational rehabilitation
• Provide an outline of Food safety / Food Standards Australia New Zealand Act 1991
• Provide an overview of the Liquor licensing, especially as it relates to the responsible service of alcohol
• List three (3) associated aspects of the Privacy Act 1988 in relation to your Hospitality customers
• Explain how you would evaluate all areas of the hospitality business operation and identify two (2) risks.
• Identify and explain in detail at least six (6) different areas of compliance underpinning a Hospitality operation
• Outline the consequences of non-compliance of these six (6) different areas
• Access and interpret three (3) sources of specialist legal advice (E.g. Accountant etc.)
• Complete and attach any required application forms associated with opening a new business, such forms could include, planning permits
• Provide detailed costs associated with each permit or process undertaken.
At the completion of this assessment you should be able to;
• Research and locate the necessary legal information required for Hospitality business compliance
• Implement these laws and legislative requirements into your workplace policies and procedures, for the benefit of all employers, employees and your customers
• Understand the importance of regulatory updating this information to ensure your business is operating properly and legally.
Your report must include an introduction or summary and be a minimum of 1500 words and presented in a professional manner. Don't forget to include all relevant Government paperwork (registration and application forms printed out and attached)

Assessment 2 - Policies and Procedures
Referring to the information you researched in Assessment one (1), you are to develop Policies and Procedures for the licensed burger bar making sure you consider the following points when writing your policies and procedures.
• The Policy and Procedures have been developed in a way that clearly outlines regulatory business policies and procedures.
• The information that you have documented in a format that is readily available to all business staff.
• You have nominated roles and responsibilities of key staff (providing at least two (2) job description outlines.) who would be responsible for compliance in a hospitality business.
• When and how would you distribute policies and procedures and other associated legal information to staff, keeping in mind time frames etc
• Any changes or updates to workplace information is organised and communicated to all staff
• Changes have been communicated in a way that ensures their knowledge of job roles and responsibilities.
From the legislative business requirements below develop six (6) policies and procedures to ensure the burger bar is compliant. Choose six from the list below.
• Incident and accident reporting (including notifiable incident reporting)
• Workplace Safety Consultation including Health and Safety Representatives
• Employer superannuation contributions
• Food safety
• Consumption of alcohol
• Refunds and exchanges
• Copyright (relating to showing or streaming audio or visual media within restaurant)
• Payroll
• Codes of conduct and ethics
When developing your policy and procedures for the Hospitality business, make sure each policy and procedure contains the following information.
• Specifies the purpose of the procedure
• Identifies the areas covered (overview)
• Identifies any prerequisite knowledge and skills (if any)
• Details any exclusions (where appropriate)
• Allocates responsibility for implementation
• Lists (or depicts) sequentially exactly what must be done (whilst noting exceptions)
• Ensures each step is neither too large or too small
• Includes hints and helps (where appropriate)
• Utilises illustrations, analogies, models, (where appropriate) etc
• Lists all documents to be used within the procedure
• Details where records will be stored (and for how long)
Once you have developed your three (3) policies, you will be required to present and distribute one (1) policy to all students in the class. Provide an introductory and brief overview of the policy before distributing.
At the completion of this assessment you should be able to;
• Implement these laws and legislative requirements into your workplace policies and procedures, for the benefit of all employers, employees and your customers
Make sure that you have submitted:
1. Provided two (2) job descriptions
2. Develop three (6) policies and procedures A written report that contains a minimum of 1500 words
3. A signed cover sheet
4. The sources of all your information

Assessment 3 - Part A & B
Ensure compliant legal requirements and maintain personal knowledge of regulatory requirements
Following Assessment two (2), you are to demonstrate your ability to communicate, maintain and continuously review and evaluate the burger bars policies and procedures and implement changes across the business.
In ensuring compliance, it is essential that you have a process of continuous review, advice operational staff that may be affected by the changes in legislation, and monitor the changes to ensure the legislation has actually been applied within the business, to ensure compliance.
If you can imagine the recent "No Smoking" legislative requirements which banned smoking in places where customers eat food. Not only did Hospitality businesses need to comply with this new legislation, but they needed to communicate and educate both the customer and their staff of the changes. They also had to monitor the changes and implement contingencies to ensure continuous compliance.

This assessment has two (2) parts.
• A written report (Part A)
• A PowerPoint presentation (Part B)

Written report
In this assessment you will need to provide a report of no less than 600 words that highlights;
• How, when and why you would access legal advice from professional support or conduct independent research (communicate with regulatory authorities)?
• When you would liaise with other colleagues regarding the implications of legislative changes on operational aspects of the Hospitality business
• If applicable, when would you check contractor compliance and why?
• Document when you would use a range of workplace activities (describe the activities) to maintain knowledge of new legislative requirements
• How you will implement new procedures required to maintain business compliance
• The types of training you will provide staff to allow for the adaption of the new requirements
• Document how you will monitor and review to evaluate the policies and procedures for effectiveness and compliance with the Hospitality business.

PowerPoint presentation
From assessment two (2) choose one of the three (3) policies and procedures that you have developed and present it to your peers in PowerPoint format. You will need to:
• Explain and discuss the policy and procedure in detail
• Explain which staff members you will allocate responsibilities for at least two (2) different strategies outlined within your policy and procedure
• Discuss how you will share updated regulatory requirements
• Explain your continuous review process

It is important that you are prepared for this session, ensuring you:
• prepare for the session to ensure everything is covered
• develop and provide relevant documentation / supporting materials to your team

Your trainer will observe you presenting your policy and procedure.
Things to consider whilst performing this task:
• Be organised - prepare and plan for the session thoroughly.
• Know your position
• Know your company
• Arrange access to all required documentation for this process
• Be prepared to ask questions
• Be prepared to be asked questions

Assessment Summary
You are to submit the following;
• A copy of your policy and procedure presentation
• Your written report
• Your meeting agenda
• Copies of documentation provided to burger bar employees, such as emails notifying them of the presentation
• Your trainer will observe you presenting your policy and procedure to the class, (your class peers with act as your burger bar staff)

At the completion of this assessment you should be able to;
• Understand the importance of regulatory updating this information to ensure your business is operating properly and legal

Research and comply with regulatory requirements

Assessment 3 & 4 - Written Assessment

Questions

1 What is ‘consideration' in relation to a Hospitality business contract?

2 Describe six (6) essential elements of a Hospitality business contact.

3 List six (6) things to be aware of when entering or negotiating a Hospitality business contract.

4 What are the obligations of a Hospitality workplace in relation to EEO and Harassment?

5 Under Australian Consumer Laws, what are a Hospitality organisations responsibility? in relation to:
• Refunds
• Exchanges
• Cancellations
• Imposing and enforcing terms and conditions of quotations

6 What is the main objective of the Food Safety Act? What does this cover?

7 How do the Food Safety Standards affect the Hospitality Trade?

8 As a food handler, what are your personal hygiene requirements as set out in the Food Safety Standard 3.2.2, Division 4.15?

9 What are your legal requirements in regard to the reporting of health and illnesses whilst working with food and beverages?

10 How does a general liquor licence differ from a packaged liquor licence?

11 List two (2) conditions of an On-Premises Liquor licence?

12 What are the penalties for supplying liquor to an intoxicated person, or allowing drunk or disorderly persons on your Hospitality premises? What defence may you put forward?

13 What is the current Taxation Ruling relating to the retention of Hospitality business records?

14 Provide an explanation and an example of each of the following terms;

• GST free purchases
• Capital purchase
• Input taxed supplies
• Non GST

15 Provide an explanation of the following terms:
• Taxable sales
• GST input tax credits
• Net GST payable

16 Some items included in the G1 label at the GST section of a BAS statement are gross sales, interest earned and gross fees for services. List four (4) items that SHOULD NOT be included?

17 What does the Superannuation Guarantee (Administration) Act 1992 regulate?

18 Under the Superannuation Guarantee (Administration) Act 1992, what are Hospitality employers required to do in terms of superannuation?

19 Describe the following business structures in terms of tax and ownership;
• Sole trader
• Partnership
• Company

20 Describe how the PAYG system works in the Hospitality industry.

21 What is the main objective of the Fair Work System?

22 Describe the five (5) minimum employment conditions as set out by the Australian Fair Pay and National Employment Standards?

23 In what is the name of the Act that employees and employers must adhere to regarding workplace safety in each state of Australia?

24 What is the purpose of OHS / WHS legislation?

25 Describe the employer's responsibility in relation to workplace health and safety.

26 What is ‘duty of care', and how does it apply to managers within the Hospitality industry?

27 What a Hospitality business do to reduce your risk of public liability?

28 What are your obligations as an employer in relation to workers compensation?

29 Describe the steps an employee should take if they are injured at work (in terms of workers compensation)

30 Describe Australia's workplace relation system.

31 List seven (7) different ways you can maintain your knowledge of regulatory requirements within the hospitality sector.

32 Identify and describe the basic requirements for two licenses and what might cause theses licenses to be deemed non- compliant and therefore cancelled as a result?

33 Briefly explain the basic requirements of the Federal Government's Superannuation Guarantee Levy.

34 Briefly describe the key responsibilities of an employer under the Commonwealth "Racial Discrimination Act 1975".

35 Briefly explain the key responsibilities of an employee under the Commonwealth "Racial Discrimination Act 1975".

36 To ensure that chefs and cooks in a Hospitality business comply with the Food Act, what might be three (3) procedures that you could establish and put into place in your Hospitality business?

37 Describe the main objective of the Copyright Act 1968 in relation to the operation of a Hospitality business and provide two (2) examples.

38 Explain the main purpose of the Privacy Act 1988 and three (3) types of customer information that a Hospitality business must keep private.

39 Where might you source documentation that explains the operational and legislative requirements of a Hospitality business?

40 List six (6) ways that you can update your knowledge on Hospitality compliance?

41 It is excellent business practice to network with .......

42 Apart from updating your knowledge on Hospitality compliance, list four (4) other ways you could source opportunities to maintain your knowledge of regulatory Hospitality requirements.

43 List three (3) legal responsibilities of managers and directors of a Hospitality business.

44 Why must a Hospitality business maintain occupational licensing and certification requirements?

45 List three (3) statutory record keeping requirements that a Hospitality business needs to maintain compliance.

SITXMGT002 - Establish and conduct business relationships

Questions
1 List and describe 4 interrelationships that are important within a hospitality environment.

2 Describe 8 different sources of supply (including an example of what each source supplies) that are used within the hospitality industry

3 Describe 3 distribution / marketing networks that are utilised within the hospitality industry

4 Describe 3 professional networks, along with what they offer that are utilised within the hospitality industry

5 Describe 4 effective communication techniques

6 What is meant by the term - negotiation?

7 When is a negotiation considered successful?

8 List 2 important skills required to achieve successful negotiations

9 List 5 different negotiation styles (referring to outcomes) as described by Thomas and Kilmann

10 Describe the 4 stages of the negotiation process

11 Outline 2 different strategies for creating a win/win situation from conflict

12 For each negotiation tactic listed below, describe what the tactic is and a way you could best respond to it.
Trade-Off
Deadline

Future Promises

Threats

Exposing competitors information

Budget constraints

13 Describe 6 essential elements of a contact

14 List 6 things to be aware of when entering or negotiating a contract

15 Where could you go to seek specialist advice when developing contracts to meet the needs of clients (list 2 sources)

16 Describe each of the following components as they apply in contract law
Terms and obligations of contract (including express and implied)
Methods of contractual agreement
Exclusion clauses
Dispute resolution clause
Termination of contracts including discharge by:
• agreement
• breach
• frustration
17 What is the Trade Practices Act?

18 List and describe 6 different opportunities that exist for a hospitality organisation to maintain regular contact with their customers and suppliers

19 Describe the following business structures.
Sole Trader

Partnership

Company

20 List 3 advantages and disadvantages of being a sole trader
Advantages

21 List 3 advantages and disadvantages of being in a partnership?
Advantages

22 List 3 advantages and disadvantages of operating a company?
Advantages

23 List 3 legal responsibilities for all business owners to follow when running a hospitality-based business

24 Aside from the legal responsibilities listed in Q23, list 2 specific legal obligations or responsibilities that apply to managers and directors of the following business structures
• Sole Trader
• Partnership
• Company

SITXFIN004 - Prepare and monitor budgets

Assessment 1 - Develop Operational Budget & Plan

Part A
Scenario:
VIT café has been operating for the last 2 years and they are going into their third year of operation.
The owner of VIT café is estimating that they will turn over $500,000 however they are not sure of what their outgoings are.
So, the owner of VIT Café needs some assistance from you to prepare their budget for the New Year.
You are required to prepare a budget draft for all the outgoings for the VIT café based on the following table:

As part of your budget preparation, the owner of VIT café has also requested that you write a report
(2-3 pages) including the following:
I. Identify and interpret the data provided above to help with your budget preparation.
II. Estimate monthly income and expenditure with valid, reliable and relevant information.
III. How you could reflect organisational objectives within the draft budget.
IV. Analyse and discuss the internal and external factors for potential impact on budget.
V. List the people you would consult with that could contribute to the budget planning process
when preparing your budget.

Refer to the following web site to assist you in writing the budget draft.

You must include your assessor in your planning process, ensuring your assessor has options to contribute as required.

Part B: Prepare draft budget
Now fill in the Projected budget draft below

Part C: Analyse and negotiate
This part of your assessment requires you to analyse internal and external factors that impact budget outcomes and requires you to also negotiate budgetary requirements according to an organisations budget policies and procedures. Read the case study and analyse the Café's projected annual expense than answer the questions that follow.
Case study
In 2017 you worked closely with the stakeholders and management of the VIT café and drafted up a projected annual expenses budget for that year. You are now analyzing and comparing the budget with the actual figures for 2017 and have found quite a few concerns. The actual figures reflect internal and external factors that have had a significant impact on the outcome of the forecasted budget.
You analyse the VIT budget further and identified complex ideas and concepts.
• What areas of the business have blown budget?
• What could be the internal and external factors for this happening?
• How can these factors affect the budgetary requirements of the VIT café?
• What contingencies might you consider ensuring these internal and external factors are addressed in future budgets?
• Who would you negotiate these budget changes with?
• Why would you negotiate these budget changes?
• Describe three (3) policies and procedures that support budget negotiation practice at your workplace or a workplace that you are familiar with.
• What types of information might be found in a budget that deals with complex ideas and concepts

Assessment 2 - Update Budget & Plan

Part A: Present Budget Draft
You are to arrange a meeting time and date with the owner of VIT café (assessor who will play the role of the owner of VIT café) to discuss your draft budget. The purpose of this meeting is to:
• Present your budget and negotiate your budget for approval
• Discuss any changes with income and expenditure priorities with the VIT owner
• Compromise where appropriate, and include changes as negotiated with your manager
Part B: Final budget
After your meeting, you will be required to complete your final budget (that incorporates the outcomes of your meeting) and produce a short summary report (500-600 words). This report should:
• Outlines any ramifications of your budget modifications
• Detail how you would allocate your funds as outlined in your budget
• Detail how you would keep your colleagues and stakeholders informed of your budget (ensuring you promote awareness of the importance of budget control)
• Detail how you would maintain all records of resource allocation.

Assessment 3 - Monitor and Review Budget.
STUDENT INFORMATION: Study the following Profit and Loss Statement.
VIT Café has now been operating for three years, see their budget and results below, please firstly calculate totals and variances for year 3, then follow the instructions on the following page to complete the budget forecast for Year 4 and 5.
VIT CAFÉ PROFIT AND LOSS STATEMENT Year 3

Task
Please review the actual and budget figures for year 3 in the table above.
Students need to complete year's 4 & 5 budgets in the table given with the following instructions.
1. In Year 4 the café is expected to increase sales by 15 % from year 3. Can you calculate what would be the amount?
2. In Year 5 the café is projected to increase sales a further 20 %. Can you calculate what would be the amount?
3. What are some possible reasons that Year 3 produced such an unsatisfactory trading result against budget? List at least five.
4. What might have accounted for Year 3 having higher wages in comparison to the budget?
5. At the beginning of Year 4 the landlord suddenly increases the rent by 10% and in Year 5 the rent will further increase by another 10%. To what extent will this impact on the net profit figure?
6. Due to an increase in sales of 15% from year 3 to year 4 and a 20% increase from year 4 to year 5 you need to also take into consideration all of your other expenses as well and make the appropriate adjustments for your budgets

Assessment 4 - Written Assessment

1 Define the following Budgeting Terms:
Zero-based budgeting

2 Top-Down Budgeting

3 Rolling Budget

4 Variance

5 Cash Budget

6 Cash flow budgets

7 whole of organisation budgets, departmental budgets

8 Event budgets, project budgets

9 Purchasing budgets

10 Sales budgets

11 Wage budgets

12 Explain the role and the purpose of a budget and who would you need assistance from?

13 Describe the following 4 different types of budgets, and their purposes.
REVENUE BUDGETS

EXPENSE BUDGETS

CASH BUDGETS

CAPITAL EXPENDITURE BUDGETS

14 Describe 6 main pieces of information you will need in order to prepare a project budget

15 What is performance reporting? Why is this an important part of the budgeting process?

16 Describe 4 different reporting cycles that impact on budget and cash-flow

17 List 2 different computerised accounting packages available for the Hospitality Sector?

18 Describe how accounting software programs can help prepare and monitor your budgets

19 List and describe 3-4 potential external factors that should be taken into consideration when planning and preparing a budget.

20 List 6 internal factors you could analyse whilst preparing your Budget. Briefly state how they might impact on your budget planning.

21 Describe the 7 steps involved with the budgetary planning process for a large company

22 Describe how each of the following Internal and external factors impact on budget development.
Growth or decline in economic conditions

Human resource requirements

New legislation or regulation

Organisational and management restructures

Organisational objectives

Shift in market trends rends

Significant price movement for certain commodities or items

Supplier availability and Cost

23 Describe where you would find the following data and how it impacts budget preparation?
Competitor research

Customer or supplier research

Declared commitments in areas of operation

Financial information from suppliers

Financial proposals from key Stakeholders

Income and expenditure for previous time periods

Departmental event or project budgets

Grant funding guidelines or limitations

Management policies and procedures

Organisational budget preparation guide lines

Performance information from previous periods

24 What is Regression analysis?

25 Outline 9 different expenditure and revenue items that are relevant to budgeting and forecasting?

26 It is not always appropriate to base sales forecasts on current sales trends. State 3 examples of factors besides overall demand for your product which could impact on sales in the future.

27 Describe and compare the following forecasting techniques
Time series forecast

The Delphi Method

Executive Opinions Forecasting

28 List 3 common features and assumptions that are inherent in forecasting, regardless of the method used?

SITXHRM004 - Recruit, select and induct staff

Assessment 1 - Identify Recruitment Needs
Before beginning this assessment, you need to remember that all work submitted must be presented in a professional manner as if you were presenting it in a real workplace. Therefore, all templates you provide must be formatted and presented professionally.
During the following assessments you will be required to:
• Write a variety of reports
• Develop job descriptions
• Design job advertisements
• Apply for simulated job roles
• Conduct simulated interviews
• Develop specific induction programs.
Scenario- Pop Up Café
In this assessment you have been employed by the owner of a new take away "pop- up" café called Mondo's as the "Recruitment Manager". In this role you will be required to identify the recruitment needs of a brand-new pop- up Hospitality business. You will need to identify the recruitment needs based on the trading trend that the owner has forecast in the café's opening week. Keeping in mind that the café will operate as follows;
• Wednesday - Friday 7am-4pm
• Saturday 7am-11pm.
Questions that you might need to ask yourself include:
• How many staff will be required to operate "Mondo's" during the specified trading hours?
• What will be the roles of the staff that you need to employ?
The owner has forecast an average customer count across the four days of trade:
• 7am-11am- 37 customers
• 11am-2pm- 103 customers
• 2pm- 4pm- 88 customers
• 4pm-6.30pm- 42 customers
• 6.30pm-11pm- 96 customers
Analyse the above and identify the recruitment needs of the café. Hospitality operational standards indicate that one staff member should be able to comfortably service 20 customers.
• How many managers will you need to hire?
• How many Baristas will you need to hire?
• How many chefs and kitchen hands will you need to hire?
• And so forth
Report
Once you have clearly identified the recruitment needs for the café, write a brief report (of no less than 500 words) on your findings, including:
• How you identify the recruitment needs of the cafe
• How you will consult with colleagues about staffing
• Discuss the process you will undertake to obtain approval for recruitment according to specific organisational requirements (this may include a "Recruitment Request) which has been attached to assist you in this part of the assessment
• Describe the relationships of the job descriptions to the selection criteria
• Discuss how you will link the interview questions to the criteria.
You have identified the recruitment needs for the café and will now need to recruit the following;
• One casual barista
• One full-time waitperson
• One volunteer kitchen hand.
Before you advertise these positions, you will need to develop the job descriptions for each. That will be a total of three (3) job descriptions. Make sure that they are developed in a clear and concise manner, addressing the identified selection criteria. To ensure that you develop job descriptions to meet the selection criteria. Remember that a job description must include the following:
• The title of the job
• Workplace responsibilities
• Customer service responsibilities
• Day to day operational tasks and duties
• Who the person will be reporting to
• Salary range
• Department/ outlet or venue the job will take place
• The skills required to perform the job
• Personal qualities required for the job
• Qualifications required to perform the job
• Job performance standards
• Employment conditions.

Make sure that you have submitted:
1. Your report of no less than 500 words that covers all criteria listed
2. Job description for casual barista
3. Job description for full-time waitperson
4. Job description for volunteer kitchen hand
5. Provide the sources of where you obtained information and templates

Assessment 2 - Administer Recruitment
Before beginning this assessment, you need to remember that all work submitted must be presented in a professional manner as if you were presenting it in a real workplace. Therefore, all templates you provide must be formatted and presented professionally. Previously you have identified the recruitment needs of "Mondo's" pop- up café and have successfully developed the job descriptions for the following;
• One full- time wait person (Wednesday to Saturday 38 Hours / Rostered system / Salary as per award)
• One casual barista - (Wednesday, Friday and Saturday - 6.5 hours per day / Salary as per award)
• Volunteer Kitchen hand - Part Time (1 day per week).
a) Interview questions
Looking over the three (3) job description that you have created above, you will now need to look at the criteria of each job description and come up with a set of interview questions that you will ask when interviewing for each role. Attach these three sets of questions for your assessor.
b) Report
Now as part of assessment 2- Administer recruitment, you will write a brief report of no less than 500 words indicating:
• What is a selection process and how does it work?
• How are job applicants processed?
• What checks will be done when processing applicants?
• What will you look for when reviewing the applicants received and why?
• What are standard methods of informing unsuccessful and successful applicants?
• What special needs may need to be considered when progressing applicants?
• What process must a Hospitality business follow when documenting and filing recruitment?
• Describe three (3) interview strategies that will be used to conduct the interview process (for example, face to face)
• How do you ensure that interview questions mirror the job description criteria?
c) Job advertising
Once you have completed the report above and discussed all the criteria, you are now required to source and/ or research appropriate templates to develop advertisements for the three (3) positions.
Advertisements will appear in different platforms, from online, newspaper and internal. So that will be a total of three (3) job advertisements using various advertising methods. Once you have developed the job vacancy advertisements you will need to disseminate them to the other students in the class. Students will then apply providing their resume that has been written to address the criteria of the specific job role.
To assist you in providing professional and standard assessment work please ONLY use the templates provided at the link:

Make sure that you have submitted;
1. Word documents using Microsoft word
2. Your interview questions that meet the criteria of each role (total three (3) sets of interview questions)
3. Written report minimum 500 words
4. Advertisements for each job role
5. Sources of all your information

Assessment 3 - Select Staff
Before beginning this assessment, you need to remember that all work submitted must be presented in a professional manner as if you were presenting it in a real workplace. Therefore, all templates you provide must be formatted and presented professionally.
In your assessments thus far, you have;
• Identified the roles that you need to fill for the pop- up café, "Mondo's"
• Placed appropriate advertising
• Received applicants from students
In this assessment you will now have the difficult task of selecting one applicant for each position advertised. How will you do this? Do you know how to do this?
Keeping in mind that Mondo's section process must:
• Adhere to equal employment opportunity principles
• Use specific job criteria indicated in the job description as basis for selection
• Ensure merit based select
• Include you to participate in the selection process
• Evaluate applicants making sure that their experience is the best fit for the position advertised
• Evaluate applicant's customer service standards and the attitude towards best practice
• Determine whether the applicant is the best fit for the café's culture
• Discuss selection recommendations with others
• Make an employment offer
• Provide new employees details of organisational policy
• Maintain records of the selection process.

Assessment Questions
Looking over the above selection process answer the following questions and provide answers in word document:
1. What are three (3) equal employment opportunity principles?
2. Why is it essential that you use specific job criteria as a basis for your applicant selection?
3. What is meant by the phrase "merit-based selection"?
4. Why would you include others in the selection process?
5. How would you ascertain if an applicant's experience was the best fit for the position?
6. In the Hospitality industry, why is customer service standards and attitude paramount?
7. What is meant by the term, "cultural fit"?
8. What are the benefits of discussing selected applicants with significant others?
9. What are five (5) essential elements of a "letter of employment offer"?
10. When providing new employees with organisational information, what are four key (4) details that must be provided?
11. Describe the steps taken in the selection process, include how records are maintained.
Now that you have a clearer understanding of the selection process, you now have the task of selecting one applicant for each position.
Job evaluation application form (example provided)
From all the resumes submitted by your fellow students to you for the job role you advertise, you will now need to
evaluate at least one applicant for each of the three (3) roles advertised against the job description criteria. To assist you in this task you may use the following template. Make sure you have submitted your completed Job evaluation application form as part of this assessment.
To assist you in providing professional and standard assessment work please ONLY us the templates provided at the following link:
Role play (Observation)
Now that the successful applicants have been notified, each student will act out their role of "Recruitment Manager" for "Mondo's" café and conduct an interview with one other student (the successful applicant). Using the interview questions that they developed in assessment two (2) and their resumes that they have tailored to address the criteria of each job vacancy
Inform applicant
You will then review the applications provided and inform applicants of your decision. You will do this by drafting up either a letter informing them that they have either been unsuccessful or successful. A copy of both must be attached for your assessor.
To assist you in providing professional and standard assessment work please ONLY us the templates provided at the following link:
Letter of employment offer
You will now develop a "letter of employment offer" using the templates available by searching the following:
At the completion of the interview as the acting "Recruitment Manager" you will now need to issue a "letter of employment offer" to the successful student. Time will be allocated for you to draft your letter.
To assist you in providing professional and standard assessment work please ONLY us the templates provided at the following link:

Make sure that you attached your "letter of employment offer" as part of this assessment.
Make sure that you have submitted:
1. A word document using Microsoft word
2. Answers to ALL assessment questions
3. A drafted copy of your "letter of employment offer"
4. Provide the sources of where you obtained information and templates

Assessment 4 - Plan and organise induction programs
Before beginning this assessment, you need to remember that all work submitted must be presented in a professional manner as if you were presenting it in a real workplace. Therefore, all templates you provide must be formatted and presented professionally.
In assessment three (3) you conducted an interview with one other student (the successful applicant). Using the interview questions that they developed in assessment two (2). You analysed and matched the job criteria with the applicants resume.
You then developed a "letter of employment offer" using the templates your sourced. Now that you have selected the applicants that you want to fill the advertised roles.

To assist you in providing professional and standard assessment work please ONLY us the templates provided at the following link:

In this assessment you will now plan and organise an induction program so that you can induct the new employees into the "Mondo's organisation. Your task here is to present your induction program in PowerPoint form and induct other students in your class.
Make sure that you consider the following key points:
• Plan content and format of induction programs to must reflect organisational objectives and policies
• Include all appropriate information in induction programs according to organisational policy.
Information that could appear in your induction program (depending on type and size of the business) PowerPoint may include:
• Introduction to Mondo's Cafe (which includes an outline of business objectives)
• Conditions of employment
• Contact details of various departments or work colleagues
• The organisations customer focus and/ or initiatives
• Employee benefits
• Employee responsibilities
• Employee rights
• The organisations culture
• The organisational goals
• The organisations objectives
• The organisations responsibilities
• The organisations vision/ vision statement
• Organisational policies and procedures (reflect on the policies and procedures that were developed in the research and comply with regulatory requirements learning module)
• Department locations and equipment (if applicable)
• Staff amenities for example lunch room
• Off-site operations- could include external catering agreements
• All aspect of the business premise
• Business or organisational chart (if applicable)
• Payroll information
• Superannuation
• Wage payments
• Leave entitlements
• Work health and safety
• Policies and procedures relating to job role
• Social media compliance
To assist you in the task of developing an induction program for new staff members, use the following keys words when searching the internet:
• Induction plan template
• Template for new employee induction program
• Guide to providing a good induction
• Images for induction program examples
Present your induction program
Now that you have developed your induction program you will be asked to present a part of it to your class members (acting as new employees).
When presenting your induction program via PowerPoint to the class, ensure you have discussed:
• the history of the business and its role
• who the employee reports to
• the employee's duties and what training will be provided
• performance expectations and when and how performance will be reviewed
• hours of work and the procedure for recording hours of work
• meal breaks
• the applicable award or enterprise agreement, and where to find a copy
• the payment method first pay date and how payslips are distributed
• any workplace policies and procedures including:
o uniform or dress code (if any)
o procedure if the employee is sick or running late
o procedure for applying for leave
o rules regarding personal calls, visitors and/or use of social media at work
o any bullying, harassment and anti-discrimination policies.
Implementation of induction program
On presentation closure you will then be asked to explain how and why your induction program needs to be implemented in a manner that minimises operational disruption to your workplace. A word document explaining this must be attached for your assessor.
Make sure that you have submitted:
1. A word document using Microsoft word
2. Develop an induction program for new staff
3. Present a part of your induction program (as requested by facilitator)
4. Provide an explanation on how and why it is important to implement an induction program with minimal operational disruption to daily workplace operations
5. Provide the sources of which you obtained information and templates

Assessment 5 - Written Assessment

Questions

1 What is the minimum full time hourly wage for the following positions according to the Hospitality Industry (General) Award 2010 as at Jan 2018.

Level 2 Cook - Grade 1
Level 3-Food and Beverage Attendant - Grade 3

Level 2-Kitchen Attendant
- Grade 2

2 According to the National Employment Standards .........
a. What are the maximum weekly hours of work an employer can request an employee undertake?
b. What employees are entitled to Parenting Leave entitlements?

c. How much notice must an employee give to an employer before taking unpaid parental leave?

d. What rights does an employer have regarding requiring employees to work onpublic holidays?

3 According to the Hospitality Industry (General) Award 2010, what allowances must be paid in the event of:
Overtime of more than 2 hours, without notification
A cook who is required to use their own tools
An employee required to start earlier than their shift, before their normal method of transport is available
A full-time staff member required to perform first aid duties as part of their job (who holds a first aid
certificate
A staff member is working
remotely and is required to stay over night
Part time and casual
catering employee's laundry reimbursements

4 According to the Hospitality Industry (General) Award 2010, what rates must be paid to an employee required to work overtime?

5 According to the Hospitality Industry (General) Award 2010, what are the mandated breaks an employee can take in their shift?

6 According to the Hospitality Industry (General) Award 2010, what are the maximum allowed shift hours for a full-time employee, and the mandated breaks between shifts?

7 According to the Hospitality Industry (General) Award 2010, what are the maximum allowed shift hours for a part time employee, and the mandated breaks between shifts?

8 List four (4) key aspects of EEO within a workplace

9 What are the rights and responsibilities of staff under EEO?

10 What are three (3) procedures that are undertaken when conducting an employment check?

11 How might you encourage an applicant to allow you to reference check?

12 How might you encourage an employer to provide a reference check if they do not want to?

13 Describe the role of recruitment agencies

14 Describe the relationship between job descriptions, selection criteria and interview questions.

15 What is the importance of Staff Induction?

16 When should staff induction occur?

17 List 10 types of information that may be included in an induction program and/ or presentation.

18 Referring to individuals that may have special needs, list 3 different arrangements you may need to make during the interview process and prior to the applicant starting employment.

Pre / During interview

19 List four (4) different triggers that would prompt you to employ additional short-term staff?

20 List two (2) different people / departments you would consult with when identifying staffing needs (and why)

Read the job advertisement below and answer the following questions.
Specifics Food Company

• Immediate StartAvailable
• Full Time Position - 40 Hours - SalaryNegotiable
• Modern Fast Paced Friendly TeamEnvironment

Successful small real food establishment located in Castlecrag requires a well presented and reliable person to work Monday to Friday 9-5 as a junior receptionist - maternity leave relief for 12 months to start immediately.
The position includes training and free parking for the successful applicant We require someone who:
• Has a professional phonemanner
• Excellent written and verbal communicationskills
• Good computerskills
• Attention todetail
• Has the ability to workautonomously
If you meet the above criteria and wish to apply please send your resume to [email protected] or via the link below

This job advertisement was sourced from seek.com.au. Some changes have been made to this piece of text for the purpose of assessment.

21 List three (3) positive elements used in this text?

22 What is the purpose of a job advertisement?

23 Identify four (4) changes that could be made to this job advertisement to make it more effective

24 Describe each of the following recruitment options, and outline at least 2 advantages and disadvantages of each one.

Internal Recruitment

Newspaper Advertising

Recruitment Agencies

Group interviews

Assessment Centres

25 Describe the purpose and content / inclusions for each of the following

Administrative documents

Interview schedules

Interviewer details

Selection panel comments, score sheets and recommendations

Records of interviews

26 When undertaking the selection process, what might be three (3) checks performed before selection is made?

27 Image that you have chosen a successful applicant for a recent job vacancy and are going to have them in for an interview. a)What might be five (5) interview strategies and (b) What two
(2) tasks could follow if interviewee was successful?

28 List five (5) special arrangements that could be in an organisations selection procedure?

SITXHRM006 - Monitor staff performance

Assessment 1 - Monitor Staff Performance and Provide Feedback
In this assessment you will:
• Consult with hospitality colleagues about expected industry standards
• Identify and use appropriate communication strategies
• Provide hospitality colleagues with guidance
• Provide hospitality colleagues with support to enhance their work performance
• Provide initiatives around recognition of a job well done
• Reward hospitality individuals with rewards for achieving outstanding work performance
There are several parts to this assessment. Please ensure that you complete each part and follow the
assessment instructions.
Group Assessment
As hospitality professionals you are required to gather in small groups read the case study and complete individual performance reviews based on the information you have read and shared.

Part A- Case study (Sheraton Grande Mirage)
Andrew has been offered the position of Food and Beverage Operations Manager at Sheraton Grande Mirage, a five- star resort in Port Douglas, Cairns, Australia. Securing this position is the highlight of his hospitality career.
Andrew worked the last eight years travelling around Australia in positions ranging from Bar Supervisor to Night Audit Manager. He understands the importance of hospitality industry standards and will be using this as his main focus when getting to know his food and beverage team at Sheraton Grande Mirage.
Andrew attends an induction and is ready to hit the ground running the next day. He is excited that he will become the leader of a hospitality team of 88 staff.
As Andrew pulls into the resort's car park the next day he notices a group of resort staff standing around smoking cigarettes in their uniforms. When he confronts them about this, they ignore him and walk in the other direction. Several of the staff hurl abusive words at him, laugh and some of them butt out their cigarettes in the garden bed.
Andrew parks his car and makes his way to the staff entrance of the resort. As he does this he witnesses three (3) kitchen staff dressed in their work uniform making their way to their shift entering through the lobby entrance of the resort.
At this point Andrew feels that there seems to be a lack of industry standards, staff moral and possibly staff training. He is concerned about this and feels that you should address these concerns first thing so that he can set expectations and service standards and pave his place within his new team.
After speaking briefly with the Alison, the General Manager, he leaves her office even more disconnected than he had anticipated. She informs him that the hospitality team has been operating for the last 14 months with little to no directives, since it is very hard to get hospitality professionals in the far North of Australia.
Along with overseeing the general day to day operations of the resort, Alison has tried to offer support when and where required, but in many instances has not been able to maintain control and uphold five-star service expectations.
Alison informs Andrew of the following re-occurring issues:
• Over recent months the F&B team has exceeded budgetary operational costs
• Customer complaints are received weekly due to a decline in customer service standards
• Staff are half-heartedly performing tasks and the level of accuracy in their work has dropped
• Staff personal presentation standards are a hit and miss on most days
• Staff productivity has dropped significantly
• Staff punctuality has become a main concern
• Staff responsiveness to directives and tasks at hand are not being met in a timely manner
• Team morale has decline and there is little to no team interaction
• Excessive food and beverage waste
Alison also informs Andrew that staff morale has dropped significantly which could be the main reason for most of the issues identified. The hospitality team has not been recognised for a job well done, nor have individuals been
rewarded for achieving outstanding work performance, and the workplace culture is at an all-time low.
On hearing this Andrew informs Alison that the challenge has been set and that it is obvious that further coaching and possible on the job training will be required. He informs her that he plans on conducting performance appraisals and additional formal counselling sessions with all staff.
Andrew spends his first day meeting and introducing himself to his new team and indicates to them that he will be expecting them to attend a staff meeting at the end of the week.

Part B- Preparation for meeting report
Analyse the case study and the identified re-occurring issues described in Part A.
In preparation for his meeting with all hospitality staff members at the Sheraton Grande Mirage, Andrew is asking for your assistance. In a 500-word report provide valuable information (addressing the key concerns below) that will assist Andrew in monitoring staff performance and help him provide his new team with guidance, support, and recognition of a job well done.
• Sheraton Grande Mirage Resort is a five-star establishment. What would be the expected industry standard?
• Communicating to a new team can be difficult, describe four (4) appropriate communication strategies that Andrew could use during the meeting.
• Analysing the re-occurring issues what could be some guidance that Andrew could offer in his role as Food and Beverage Operations Manager?
• With low staff morale and a lack of workplace culture, what can Andrew do to support his new team and enhance their work performance?
• The hospitality team at the resort have not celebrated team or individual achievements for some time. Andrew wants to provide initiatives around recognition of a job well done. What could be three (3) workplace team initiatives that could boost team morale and address some of the issues identified?
• Andrew has realised that in his new position he will need to monitor the ongoing performance of all team members and departmental managers. How will he do this?

Part C- Staff performance appraisals
The information in the report that you provided Andrew was a great help and Andrew believes that his introduction to the resort and the staff meeting went well. He ensured the team that the meeting was a safe environment and that staff should feel free to speak their minds and express any concerns they have about their workplace.
Andrew also informed the team that he is planning on conducting one-on-one formal counselling sessions with each staff member over the following months, which he hopes will provide valuable information that will not only benefit the individual, but the team and ultimately his role has Food and Beverage Operations Manager.
The one-on-one sessions will assist Andrew in identifying the need for further coaching and possible on the job training. Not only this but it will be a great way to get to know each team member. The first three (3) staff that Andrew conducted a one-on-one session with were Sally from Housekeeping, Norman from the Culinary Department and Rachel from the cocktail lounge.
Analyse the information obtained by Andrew and complete a staff performance review for each staff member. A resort template has been provided to assist.
Make sure that you submit three (3) performance reviews in total.

Part D
Now that you have assisted Andrew with information to assist his meeting and provided appraisal for three (3) staff. Finally, as a reflection of this you will need to provide a synopsis of no less than 200 words outlining the following:
1. Explain the procedures for conducting a performance appraisal
2. Explain the procedures for conducting formal counselling sessions
3. Describe Four (4) performance appraisal and counselling documents that are used to monitor staff performance
4. Explain the benefits of monitoring staff performance.

SITXHRM006 Assessment 2 - Recognise and Resolve Performance Problems
In this assessment you will be required to:
Field Trip- Mystery Shopper
In this assessment you have been employed by a local coaching company as a "Mystery Shoppers". You and one of your colleagues will undertake this assessment. You are both required to investigate performance problems either in your own workplace or in a workplace that you are familiar with. If you don't have a workplace you will need to visit a café or restaurant of your choice. You will act professionally at all time. Do not be obvious. It could be a matter of just ordering a coffee and sitting in a quiet part of the café, playing on your iPhone, but observing your surroundings.

Written report
Part 1
• Identify and document at least three (3) performance problems
• Recognise and document at least three (3) outstanding performance attributes

Part 2
• Discuss and agree on possible solutions with your colleague and record your findings.

Part 3
• Explain how you will use this feedback and coaching to address performance problems
• Describe the guidance that you will provide to improve standard of performance
• Describe the feedback, coaching and counselling you will provide the team member

Part 4
• Research and use appropriate templates to conduct a formal counselling session addressing performance issues
• Research and use performance appraisal templates to document a staff appraisal that addressed performance problems

Part 5-Training session
• Develop a training session for the staff member that provides support and guidance on performance issues identified.
• Develop a Performance Improvement Plan that address the performance problems in part 1.
• As part of the presentation provide follow-up outcomes of informal counselling
• Discuss how you will review these outcomes in the staff members workplace.
You are to submit your report as outlined above.

SITXHRM006 Assessment 3 - Implement Performance Management Systems
In this assessment you will;
• Implement formal performance management systems
• Complete and file performance management records
• Agree on courses of action with colleagues and follow-up in workplace
• Evaluate factors contributing to poor staff performance
• Monitor the performance of individuals and their effect on the team
• Take corrective action to enhance whole of team performance
Scenario- Sheraton Grande Mirage Resort
Remember Andrew, the Food and Beverage Operations Manager at Sheraton Grande Mirage, Port Douglas. Well after a few set backs he has finally conducted performance reviews on all 88 hospitality staff members. Through monitoring their performance, he has identified many issues.
Some issues could not be addressed. Remember Rachel the Cocktail barperson/ supervisor, she tried for a week or so to work with Andrew in reaching operational expectations and goals, but decided it wasn't really for her. She has since moved on and obtained an apprenticeship as a hairstylist at a Cairns hair and beauty salon.
Andrew also got a bit of pushback from staff that were long standing team members. They didn't understand the importance of change and told Andrew that they were happy with things they way they were and didn't think there was anything wrong with their performance.
Other staff embraced the change of management and wanted to be an integral part of the performance appraisal process.
Consequently, Andrew has advertised for several positions and you have applied. Andrew calls you and has asked if he could ask you a few questions regarding the performance review process.
Interview- Andrew discusses the implementation of performance management systems
You are required to provide a dialogue of your telephone interview, as follows:
Andrew- "have you ever been part of the performance review process in any job you have had"?
You-
Andrew- What where the factors that could cause you to contribute poorly to your work performance?
You-
Andrew- What do you know about the performance management system?
You-
Andrew- What are the benefits to an organisation for implementing performance management systems? We have a performance management system at the resort. How could you participate in its success?
You-
Andrew- Have you ever complete and filed performance management records? If yes, explain the process, if not, what do you think is the objective of completing and filing such documents?
You-
Andrew- If you observed a staff member with performance issues, how would you agree with them on the course of action and follow-up in workplace?
You-
Andrew- If I didn't monitor the performance of individuals in my team, what could be the impact or effect on the team as a whole? How could I rectify this?
You-
Andrew- What and when would corrective action need to be taken to enhance a hospitality team's performance
You-
You are to submit your report as outlined above.

SITXHRM006 - Monitor staff performance
Assessment 4 - Written Assessment

Questions
1 Describe the role of feedback and coaching has in relation to monitoring hospitality staff performance

2 What are the grievance procedures within your hospitality workplace or one that you are familiar with

3 What are three (3) basic functions of an effective performance appraisal?

4 What actions should the supervisor undertake during a performance appraisal to ensure it remains focused, objective and fair?

5 What are five (5) key principles behind the developmental performance appraisal system?

6 What data should you compile prior to conducting a performance appraisal and how would you obtain it?

7 What is the procedure / steps you would follow when conducting a formal counselling session with a staff member?

8 List five (5) potential solution to staff performance issues including an example of when they may be appropriate

9 Describe the following types of assessment processes along with two (2) pro's and two (2) cons for each.
Self-Assessment

Peer Assessment

Team Assessment

10 Describe the process you would follow when performing performance appraisal interviews.

11 Describe the process used to give and receive feedback during a performance appraisal.

12 Why is it important to identify the mean average within a team's performance review? Explain how you would identify this.

13 Why is it important to chart data identified within performance reviews? Explain two (2) different ways you could do this.

14 What are Productivity Indicators? What makes an effective Productivity Indicator?

15 List four (4) different Productivity Indicators that would apply within the hospitality industry

16 Describe three (3) reasons that undertaking performance appraisals with your staff is vital

17 List the five (5) key points that should be included on all Training Needs Analysis forms.

18 Describe the following forms of guidance and support you can provide to employees to enhance their performance.
Advice on training and development opportunities

Confirmation of organisational objectives and key performance requirements

Ensuring adequate resources are applied
Opportunity to discuss work challenges

Providing confirmation and corrective feedback

Representing staff interests in other forums

support with difficult interpersonal situations

SITXCCS007 - Enhance customer service experiences

Questions

1 Describe the following conflict resolution techniques
Accommodating

Avoiding

Collaborating

Compromising

Competing
2 Describe, in point form, the steps you would follow to resolve conflict. Answer should include at least 10 points.

3 Describe 5 reasons why it is important to gather customer feedback.

4 Describe 5 strategies appropriate to hospitality that you can implement to gather effective customer feedback.

5 Describe what you should do with the feedback received in Q4

6 Identify 5 strategies that you could implement to identify customer's needs?

7 List 3 ways you could ensure customer feedback is effective.

8 List and explain 8 different ways that could help you deliver superior service to customers

9 Why is following up with clients important? Explain your answer

10 What are the two dimensions of service?

11 Describe five elements of quality customer service

12 List 8 words or phrases that damage customer relationships

13 Identify 6 different common customer needs, and how you can address them.

14 Service breakdowns occur whenever any product or service fails to meet the customers' expectations. Describe the steps you would take to rectify a service breakdown.

15 List 6 factors that may reduce / restrict or prevent service recovery?

16 List and explain 6 things you should know about your customer

17 Describe 2 techniques you could use to anticipate your customers' needs and expectations throughout the service

18 Describe each of the following standards as they relate to working within the hospitality industry
Respect
Integrity

19 Describe 2 different client reward / loyalty programs that are used in the hospitality industry, along with their benefit for a commercial restaurant

20 Describe 5 essential features that should be in any good customer database

21 Describe 2 scenarios where the use of customer databases will help a hospitality-based organisation

22 Describe 3 different customer service need / expectations that relate to the hospitality environment

23 Describe 3 main factors that must be considered when determining compensation for dissatisfied customers

24 What would be the industry acceptable response time for resolving or responding to a complaint?

25 Describe an acceptable response for the following customer complaints incorrect pricing or quotes

delays or errors in providing products or services

misunderstanding of customer requests

escalated complaints or disputes

other team members or suppliers not providing special requests

misunderstandings or communication barriers

unmet expectations of, or problems or faults with, a service or product

26 Describe 5 typical add-ons / up-sells that are inherent in the vast majority of commercial restaurants.

27 Apart from providing discounts or free food, list 5 other methods you can use to help compensate dissatisfied customers

28 List 4 triggers / identifiers that will alert you to a customer that may have some special or specific needs

29 List 3 different types of communication systems including when they are used and what their purpose is

SITXCCS008 Assessment 1 - Develop Quality Customer Service Practices

Part A

Formal and informal research
In this part of this assessment you will be required to use both informal and formal research to obtain information on the specific customer needs, expectations and satisfaction levels for at least three (3) different rated hospitality businesses of your choice. This means three (3) hospitality business's each with a different star rating.

To assist you in the understanding of the hospitality star rating system refer the link below:
Once you have researched the specific customer needs, expectation and satisfaction levels, you are then required to collate the data using the template below. You MUST also provide the source of you informal and formal information.

Information source Star rating Type of business Customer needs Customer expectations Customer satisfaction levels

Part B
From Part A, select one of the hospitality businesses that you have researched and develop customer service policies and procedures for at least three (3) different areas of the business that meet industry standards. We have provided an example of what a "Customer complaint policy and procedure" may look like. Use this example as a blueprint for the three (3) that you are going to develop.
• Staff professionalism and personal presentation policy and procedure
• Wedding function policy and procedure
• Customer complaint policy and procedure
• Meet and greet policy and procedure
• Coffee service standards policy and procedure

Part C
In groups of three (3) students are to swap their developed policy and procedure (Part B) and discuss each of them with the group. Identifying opportunities for further development that will enhance existing customer service practices.
Once each student has shared and documented the changes and/ or additional aspects of the policy they will communicate feedback using the sample feedback sheet provided below. Each student is to communicate any adjustments they have made to the rest of the group.

Part D
Using your current workplace or one that you are familiar with, think about three (3) quality service practices. In a 150-word minimum report explain the following:
• What where the three (3) quality service practices that you identified?
• Explain how you evaluated these practices against the quality service expectations
• What were the failings that you identif3eid, for example the service gaps?

Part E
Using the Quality Management Plan template below, integrate your findings and attach as part of your part E assessment.
• Integrate findings into Quality service management plan
• Identify the three (3) largest service gaps and develop one (1) policies and procedures for each of the three (3). So that will be a total of three (3) quality service policies and procedures.

Part F
Using a PowerPoint presentation demonstrate how you will implement each policy and procedure over four (4) service periods. Breakfast/ Lunch/ Dinner and Function. For example, if you identified that customers were not being attended to within the designated time frame, explain how you will make sure this happens during a breakfast service, a lunch service, dinner service and a function.
Make sure that you have added slides to your presentation that explain the following:
• The internal and external changes that affect the quality service practice at your workplace
• The importance of reviewing quality service practice policies and procedures and how you plan to do this.

SITXCCS008 Assessment 2 - Manage Delivery of Quality Service

To do: Make a submission To do: Receive a grade
In this assessment you will learn how to:
• Communicate policies, procedures and expectations to staff.
• Make policies readily available to customers and staff.
• Monitor customer service in the workplace to ensure standards are met.
• Initiate staff training to enhance customer service.
• Take responsibility for service outcomes and dispute resolution.
• Act as a positive role model for professional standards expected of service industry personnel.
• Seek ongoing feedback from staff and customers to improve performance.
• Assess effectiveness of customer service practices.
• Identify systemic customer service problems and adjust policies and procedures to improve service quality.
• Develop, document and communicate new approaches to customer service to staff involved in service delivery.
Part A Reflection- Written report
In this assessment you will be required to reflect on previous assessments for this unit and provide a 1000-word written report reflecting your findings.
• Why is it essential to communicate policies, procedures and expectations to staff?
• How does a hospitality business make policies readily available to customers and staff?
• What are four (4) strategies that a business can implement to effectively monitor customer service in the workplace to ensure standards are met.
• How would you initiate staff training to enhance customer service?
• What might be three (3) types of training strategies that a hospitality business could use to enhance customer service practices?
• Who is involved and should take responsibility for service outcomes?
• Explain an example of a dispute resolution process that turns a service complaint into a positive outcome
• How can you and your team act as a positive role models for professional standards
• Describe five (5) expected standards of service industry personnel
• How and why should a hospitality business seek ongoing feedback from staff and customers to improve performance?
• What can a hospitality team do to assess the effectiveness of their customer service practices?
• Describe three (3) systemic customer service problems that arise in the hospitality industry
• What might be five (5) adjustments to quality service practice policies and procedures you might make to improve service quality?
• Why is it paramount for a hospitality business to communicate new approaches to customer service to staff involved in service delivery.

SITXCCS008 Develop and manage quality customer service practices

Assessment 3 - Written Assessment (A)

Questions

1 Under Australian Consumer Laws, what are an organisations responsibility in relation to:
Refunds

Exchanges

Cancellations

2 Why is customer service important in a hospitality business

3 What is the purpose of establishing service standards for an organisation?

4 What characteristics do effective service standards hold?

5 What is Total Quality Management? Explain in detail

6 List eight (8) elements that are part of providing a quality customer service

7 List six (6) elements that are part of unprofessional customer service

8 Why are customer complaints important?

9 What strategies could you implement to identify customer's needs?

10 List three (3) factors required to ensure customer feedback is effective.

11 List six (6) different interactions made with customers in every business

12 Why is following up with clients important? Explain your answer

14 Service breakdowns occur whenever any product or service fails to meet the customers' expectations. Describe the steps you would take to rectify a service breakdown.

15 List and explain ten (10) things you should know about your customer

16 List and describe six(6) different attributes that make up a good customer service worker in the hospitality industry.

17 Describe three (3) different methods you can use to monitor, measure and evaluate your business performance

18 Who would you involve in the development of your organisations customer service procedures (and why)

19 What industry schemes may impact on customer service standards and industry?

20 List six (6) changes that could occur in either your internal or external environment that would affect your quality service planning?

21 List four (4) examples of professional standards expected of service industry personnel?

22 What is the importance of a feedback form?
How does it assist in achieving quality service practice standard bench marks?

23 How does a feedback form help in customer service policies and procedures?

24 Describe the roles and responsibilities of the following positions (in terms of customer service)
Wait Staff
Manager
Supervisor

Attachment:- Research and comply with regulatory requirements.rar