Monitor staff performance - Australia Assignments

CANTERBURY

TECHNICAL INSTITUTE

ASSESSMENT

SIT60316

Advanced Diploma of Hospitality Management

SITXHRM006

Monitor staff performance

Candidate must fill this section:
Candidate Name:
Candidate ID:
Assessment Completion Status: (Trainer Use Only)
Attempts	Quiz	Theory	Assignment	Project	Satisfactory	Non-Satisfactory	Date	Assessor’s Signature
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Further re-submissions (more than 2 attempts) incur a cost of $50.00 per assessment. Note also, late submissions after the cut-off date are considered the second attempt and will be marked accordingly.
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Information for Candidate:

All work is to be entirely of the candidate.

General Information for this assessment:

Read the instructions for each question very carefully.

Be sure to PRINT your FULL name & LAST name in every place that is provided.

Short questions must be answered in the spaces provided.

For those activities requesting extra evidence such as: research reports, ESSAY reports, etc. The student must attach its own work formatted in double space, Arial 12 pts.

All activities must be addressed correctly in order to obtain a competence for the unit of competency.

If the candidate doesn’t understand the assessment, they can request help from the assessor to interpret the assessment.

Re-assessment of Result & Academic Appeal procedures:

If a student at CTI is not happy with his/ her results, that student may appeal against their grade via a written letter, clearly stating the grounds of appeal to the Deputy Principal. This should be submitted after completion of the subject and within fourteen days of commencement of the new term.

Re-assessment Process:

An appeal in writing is made to the Deputy Principal providing reasons for re-assessment /appeal.

Deputy Principal will delegate another faculty member of CTI to review the assessment.

The student will be advised of the review result done by another assessor.

If the student is still not satisfied and further challenges the decision, then a review panel is formed comprising the lecturer/trainer in charge, the Deputy Principal and the Director of Student Services OR if need be an external assessor.

The Institute will advise the student within 14 days from the submission date of the appeal. The decision of the panel will be deemed to be final.

If the student is still not satisfied with the result, the he / she has the right to seek independent advice or follow external mediation option with CTI’s nominated mediation agency.

Any student who fails a compulsory subject or appeals unsuccessfully will be required to re-enrol in that subject.

The cost of reassessment will be borne by the Institute. The external assessor will base his/her judgement based on principles of assessment. These principles require assessment to be reliable, fair, practical and valid.

Academic Appeals

If you are dissatisfied with the outcome of the re-evaluation process, you have a right to appeal through CTI’s complaint / grievance protocol.

The notice of appeal should be in writing addressed to the Deputy Principal and submitted within seven days of notification of the outcome of the re-evaluation process.

If the appeal is not lodged in the specified time, the result will stand and you must re-enrol in the unit.

In emergency circumstances, such as in cases of serious illness or injury, you must forward a medical certificate in support of a deferred appeal. The notice of appeal must be made within three working days of the concluding date shown on the medical certificate.

The decision of Deputy Principal will be discussed with the PEO and will be final.

Student would then have the right to pursue the claim through an independent external body as detailed in the students’ complaint / grievance policy.

Student Acknowledgement

☐

I understand all the above rules, guidelines and feedback for this assessment.

The assessment process including the provisions for re-submitting and academic appeals were explained to me and I understand these processes

I understand the consequences of plagiarism and confirm that this is my own work and I have acknowledged or referenced all sources of information I have used for the purpose of this assessment

Student Name:

Student Signature: ^{Electronic initials are acceptable}

Date

Part A: Quiz

Please login to Futura and complete your Quiz

Part A

Quiz results (Trainers and Assessors use only)

Quiz result

Satisfactory Not Satisfactory

Is a reassessment or resubmission required for the Quiz?

Yes No

Trainers notes and feedback:

Part B: Theory/Short Answers

Assessment 1

Your task: Answer the following questions. Each question must be completed.

Question 1: How does a well-defined job description help the business?

Question 2: When applying targets they should follow the SMART principle. What does SMART stand for?

Question 3: List 10 criteria which are often used in performance appraisals in the TH&E industry that can help you monitor the ongoing performance of staff.

10.

Question 4: When should you provide your employees with feedback?

Question 5: List 4 functions of coaches and mentors.

Question 6: Giving feedback helps guide and support your staff. ‘Giving credit where credit is due is one example’. List 3 others.

Question 7: List 3 ways to identify if a staff member might need further coaching or training.

Question 8: List 5 strategies you might take to prevent performance problems.

Question 9: What is the first step in resolving a performance problem?

Question 10: List 3 possible solutions to performance problems.

Question 11: If you find that performance issues are ongoing what are some steps you might take? What policies and procedures must be followed?

Question 12: What does a formal grievance procedure usually involve?

Question 13: Why is it important to have accurate records of any disciplinary procedures?

Question 14: Name and describe 3 methods of reviewing performance.

Description:

Question 15: Why is analysis of performance data useful? What must be considered when analysing performance data in preparation for a performance review?

Question 16: Name 5 aims of a performance management system.

Question 17: Any criticism given during the review should be what?

Question 18: What do you do with completed performance records?

Question 19: What are the advantages of an employee agreeing to a course of action during a performance review?

Question20: For YOUR organisation or industry, describe the procedures for performance appraisal, counselling sessions and grievance procedures. Are there any areas that need to be reconsidered for inclusion?

Your response must include the procedures that exist in the organisation. If you are not working in industry, provide an overview what this procedures entail based on your studies.

Part B

Theory/Short Answers results (Trainers and Assessors use only)

Theory/Short Answers result

Satisfactory Not Satisfactory

Is a reassessment or resubmission required for the Theory/Short Answers?

Yes No

Trainers notes and feedback:

Part C: Project

Assessment 2

Your task: Answer the following questions. Each question must be completed.

This assessment consists of 2 parts, Part A and Part B

Part A

requires you to choose 3 different job roles relevant to your industry or area of training, for example Hospitality, Tourism or Events and develop the documentation for a performance appraisal procedure for these 3 positions.

Part B

requires you to write a report in which you will outline how you will administer the performance appraisal, the provisions for various feedback requirements, processes to recognise and deal with performance problems including training, and informal and formal grievance procedures.

PART A – Developing procedures for performance appraisal

Choose 3 different positions relevant to your industry or area of study in Hospitality, Tourism or Events and determine at least 7 tasks or responsibilities of each role. Use the attached document “Performance-agreement-template.docx” or suitable documents sourced from http://www.fairwork.gov.au/about-us/policies-and-guides/templates (Managing performance), to record your tasks and responsibilities.

Examples for different positions and job roles in these sectors can be accessed under following links:

http://www.thejobilove.com.au/category.php?id=15 (hospitality)

http://www.thejobilove.com.au/category.php?id=13 (travel and tourism)

http://www.thejobilove.com.au/category.php?id=14 (events)

For each job role and each task, establish the key performance indicators. The following links can help you to define these:

http://www.profitablehospitality.com/public/88.cfm

Position Description – Executive Sous Chef

Develop measurable criteria which you will use to base your questions for the individual appraisals on.

The criteria need to be measurable e.g. in form of a rating scale that measures the level of performance.

Ensure that each of the key aspects listed below are incorporated into the key outcomes and key performance indicators.

Compile these criteria into a checklist for each job role that can be used for monitoring the effectiveness of staff as they perform their day-to-day duties in Assessment 3, Practical Observation.

Key Aspects:

adherence to procedures

cost minimisation

customer service standards

level of accuracy in work

personal presentation

productivity

punctuality

response times

team interaction

waste minimisation

Develop the annual performance review document addressing the criteria developed in Question 3 which will be used for the staff performance appraisal

See example review templates at:

https://www.fairwork.gov.au/how-we-will-help/templates-and-guides/best-practice-guides/managing-underperformance

http://www.business.vic.gov.au/hiring-and-managing-staff/staff-management/review-staff-performance

Note: if a sample template is selected, you must amend the existing criteria therein to reflect those you have developed in Question 3.

PART B – Report

Write a report that clearly outlines how you will implement the performance appraisal for your 3 staff. Your report needs to include the following details:

Notification of staff and timelines of what will occur, how and when

Who will participate in the review process

How the review will be administered

How you will identify performance problems based on your criteria which you have developed in PART A

Provisions for training and professional development: How these are determined and which options could be used to manage this effectively

Grievance procedures

Informal and formal counselling options including options for problem solving techniques

Provisions and options for recognising and rewarding outstanding performance

Procedures for disagreements of performance

Documentation and record keeping requirements

Part D: Observations

Assessment 3

Your tasks:

This assessment consists of 3 parts, Part A, Part B and Part C.

Part A requires you to

Monitor the effectiveness of staff in your area of work, using the criteria and checklist you developed in Part A of Assessment 2. You must ensure that your monitor and record the effectiveness of staff members, comparing their performance against at least 6 of the criteria.

Provide supportive feedback for the staff being monitored, as well as guidance for improving performance standards in cases where observed performance is below the required standard.

Part B requires you to

Plan and conduct a structured performance appraisal of at least 2 staff members you have observed in Part A in line with established organisational procedures.

Part C requires you to

Plan and conduct formal counselling and training sessions for at least 2 staff members you have observed in Part A in line with established organisational procedures.

PART A – Monitoring staff effectiveness

Your tasks:

You will be observed monitoring staff performance for 6 of the performance standards listed in the table below over 2 or more service periods as instructed.

You will be required to use the criteria and checklist developed in Assessment 2, PART A for these tasks.

During the monitoring of staff performance you will be required to provide supportive feedback on each staff member’s performance against the specified criteria.

In cases where you determine that the staff member’s performance does not meet the required standard, you will be required to provide guidance for how the staff member can improve their performance – you will be required to conduct the structured formal counselling and training sessions for 2 students in Part C of this assessment.

Instance

Staff members monitored

Performance standards monitored

(6 must be selected in Total – this may be covered in 2, 3 or more instances as relevant to organisational processes.)

Instance 1:

Date:

_________

Duration

From:

_________

To:

_________

Name:

Job role:

Name:

Job role:

Name:

Job role:

adherence to procedures

cost minimisation

customer service standards

level of accuracy in work

personal presentation

productivity

punctuality

response times

team interaction

waste minimisation

Instance 2:

Date:

_________

Duration

From:

_________

To:

_________

Name:

Job role:

Name:

Job role:

Name:

Job role:

adherence to procedures

cost minimisation

customer service standards

level of accuracy in work

personal presentation

productivity

punctuality

response times

team interaction

waste minimisation

Instance 3:

Date:

_________

Duration

From:

_________

To:

_________

Name:

Job role:

Name:

Job role:

Name:

Job role:

adherence to procedures

cost minimisation

customer service standards

level of accuracy in work

personal presentation

productivity

punctuality

response times

team interaction

waste minimisation

PART B – Conducting Performance Appraisals

Your task:

Using your plan for conducting performance appraisals developed in Assessment 2 Part A, you will be observed how you organise and undertake performance appraisals of 3 staff you have observed in Part A of this assessment.

PART C – Conducting Counselling and Training Sessions

Your task: following your observations in Part A, you are required to conduct each, a training session (1.) and a formal counselling session (2.) to two students who were underperforming during these sessions.

Training session:

Nature of the training:

Performance requirements:

Staff member name:

Location:

Date:

Resources:

Documentation:

Signature staff member: ___________________________________________

Signature Student: _______________________________________________

Counselling session:

Reason/Nature of the session:

Performance requirements:

Staff member name:

Location:

Date:

Resources:

Signature staff member: ___________________________________________

Signature Student: _______________________________________________

Assessment Marking Checklist for SITXHRM006

Instructions to assessors: This checklist is to be used to record your evaluation of the candidate’s evidence provided in Task 1. When completing this checklist, you must ensure that:

Each checklist item is assessed against the criteria listed.

An assessment result of ‘Yes’ or ‘No’ is recorded on the right of the checklist.

Feedback is provided to the student.

The candidate is advised of the assessment result.

Checklist item: Candidates must answer all questions correctly:

Result

Was reasonable adjustment included in any part of this assessment? No Yes		Reasonable adjustment that was incorporated into this assessment (if any)
Complete Assessment result (1^st Attempt) Competent Not Yet Competent		Complete Assessment result (2^nd Attempt – if required) Date: Competent Not Yet Competent
Assessment notes:
Assessor name	Assessor signature^{Electronic initials are acceptable}		Date