Australian Federation Student Assessment Tasks_SITXMGT001 Monitor Work Operations College Assessment Task 3 Instructions Carefully read the following scenario: You have been tasked to setup and run a client event that runs from 12noon to 3pm. You have the following parameters to work with: The function room contains 10 tables of 8, and 8 tables of 4, plus 100 chairs. 3 long tables are also available for hot water urn, Bain-Marie and food displays, and need to be ready one hour before guests arrive. It will take 2 people one hour to rearrange and setup tables, or 4 people half an hour. Half an hour is needed after table setup before guests arrive. The event will run for 3 hours and requires 3 drinks waiters, 4 food servers, and your self 9grade 3, full- time) as supervisor. Food servers will be responsible to direct attendees to the good display area when food is available and clear plates as needed. One of the food servers will also be tasked to manage the food display area where the 3 courses will be placed and at 45 minute intervals. All speaker equipment will be the responsibility of the client although they may need occasional support throughout the event. They intend to arrive 30 minutes before the other guests. Three staff will be required to clean-up for an hour afterwards. Casula and part-time staff, who are all food and beverage attendants, grade 2, are available. Their details are as follows. 1. Jenni: part-time, guaranteed ten hours per week. 2. Don: causal, works only to 1pm before going to college. 3. Lilly: casual, works any shifts. 4. Pania: casual, doesn't work before 12 noon due to religious and gamily commitments. 5. Hong: casual, works any shifts. 6. Dragi: casual, can't work after 2pm as has a personal appointment to attend. 7. Rosie: part-time, guaranteed ten hours per week. 8. Tine: casual, works any shifts. 9. Ronny: casual, sometimes unreliable, although good with electronics. Minimum wages The rates from the Hospitality Industry Award are updated periodically. For this reason, base your responses on the rates provided for you. This may be different to the actual Hospitality Industry Award rates current at the time of assessment. Level Classification Minimum Weekly Wage Minimum Hourly Wage 2 Food and beverage $720 $19.50 attendant, grade 2 3 Food and beverage $745 $21.00 attendant, grade 3 AFC-ASS-SITXMGTO01 Learnvault Pty Ltd T/A Australian Federation College Page 28 V 1.3 RTO Code: 45616 CRICOS Provider No.: 03854G Level 1, 126 Charles Street, Launceston TAS 7250 www.afcollege.edu.auAustralian Federation Student Assessment Tasks_SITXMGT001 Monitor Work Operations College Complete the following activities: 1. Assess, plan and organise workflow for the event that takes into account thefollowing contingencies: o delays and time difficulties 0 equipment breakdown or technical failure financial resources o staffing levels and skill profiles rostering requirements o staff performance Your workflow plan should include event process map, event run sheet and event roster planning schedule. These templates are given in the SITXMGT001 Project Portfolio Task 3. You can use those templates to guide your work Write an email to Management (assessor). The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Your email should include the following: list and briefly explain the contingencies taken into account while developing the workflow. Attach a copy of your completed workflow with your email. Complete Section 1 of your SITXMGT001 Project Portfolio Task 3. 2. Monitor performance. Morrison is one of Olivia's supervisors. All the supervisors have a number of similar KPIs, including Morrison. 90% customer satisfaction rate at every event based on email feedback results. Maximum deviation of 10% from agreed event timelines Staff labour costs within 10% of labour budget for each event. Here is the labour cost results for the last five events Morrison has supervised since Olivia started to reduce her workload by no longer attending all events and checking all staff time cards. Event Budget $ Actual $ Deviation Smith wedding 9,500.00 1,255.00 . 18% Raison wedding 4,650.00 4,560.00 - 2% Pound 50th birthday 1,450.00 1,690.00 + 17% Millers AGM 1,200.00 1,180.00 - 2% AFC-Ass-SITXMGTOO1 Learnvault Pty Ltd T/A Australian Federation College Page 29 V 13 RTO Code: 45616 CRICOS Provider No.: 03854G Level 1, 126 Charles Street, Launceston TAS 7250 www.afcolleAustralian Federation Assessment Tasks_SITXMGT001 Monitor Work Operations College Rostack conference 12,500.0 13,830.00 + 11% Olivia held a performance review meeting with Morrison about his performance. Here is a summary of the meeting. Morrison has been employed with the company for six months. It's his first job supervising events. Prior to starting with Boutique Events, he was employed in a large hotel managing a restaurant Most cost overruns are associated with service staff, not kitchen. Olivia attended part or all of the events that were slightly under budget. Morrison feels certain service staff take longer to complete assigned duties on purpose so they will be paid for additional hours. He finds they do not listen to him when he requests them to complete tasks faster and deliberately slow down when requested to improve performance. Other members of the team have approached him during events; they wish to go home when their assigned tasks are done and do not want to have to remain until all duties are finished. They feel they are regularly completing extra duties due to other staff members underperforming The conference labour costs were over budget as the client's guest speakers ran over their allocated time periods. The conference dinner finished one and a half hours late on the first day and the workshops one hour late on the second. Olivia is aware of these issues as Morrison informed her when they occurred. Morrison has suggested introducing a system for capping hours for each event and notifying all staff. He thinks it might reduce the incentive to perform slower. He also suggests the business undertake a productivity review to calculate average time it takes to complete a range of common tasks to make it easier to evaluate if staff are deliberately underperforming. Olivia shared customer feedback which indicated 95% of customers were satisfied with events Morrison has supervised. Based on the above information, complete Performance Evaluation Report for Morrison. Complete Section 2 of your SITXMGT001 Project Portfolio Task 3. 3. Support team members. You need to have a meeting with Morrison (your assessor) and discuss your Performance Evaluation Report with him During the meeting you need to discuss: Discuss report findings. Proactively share information, knowledge and experiences with Morrison. Assist in prioritising workloads through supportive feedback and coaching. Provide feedback, coaching and support to team members as required. Address issues the staff member may have with new workflow and/or requirements. Discuss and agree on the follow-up action that should be taken to monitor effectiveness of solutions. Demonstrate effective communication skills including: speaking clearly and concisely using non-verbal communication to assist with understanding asking questions to identify required information responding to questions as required o using active listening techniques to confirm understanding AFC-Ass-SITXMGTO01 Learnvault Pty Ltd T/A Australian Federation College Page 30 V 13 RTO Code: 45616 CRICOS Provider No.: 03854G Level 1, 126 Charles Street, Launceston TAS 7250 www.afcollege.edu.auAustralian Federation Student Assessment Tasks_SITXMGT001 Monitor Work Operations College Complete Section 3 of your SITXMGT001 Project Portfolio Task 3. 4. Send an email to the Management (your assessor). After the meeting, you are required to update the Management of the outcomes of the meeting by sending an email. The text of the email should be in grammatically correct English, written in an appropriate (polite, business-like) style. Your email should include the followings: . Summary of the meeting and outcomes. Attach a copy of your completed Performance Evaluation Report with your email. Complete Section 4 of your SITXMGT001 Project Portfolio Task 3. AFC-ASS-SITXMGTO01 Learnvault Pty Ltd T/A Australian Federation College Page 31 V 1.3 RTO Code: 45616 CRICOS Provider No.: 03854G Level 1, 126 Charles Street, Launceston TAS 7250 www.afcollege.edu.au