Exercise 1 - Planning and organising workflows and contingencies

Learner Instructions

For this Exercise you are required to:

• read Scenario 1
• submit a completed The Righteous Inn Event Workflow and Contingencies Template
• answer the questions provided in the Exercise 1 Questions template.

Your Trainer/Assessor will:

• provide assistance by explaining the requirements of this Exercise
• advise you of the 'Due by Date' for this Exercise.

When completing this Exercise:

• read Scenario 1
• complete the Event Workflow and Contingencies Template ensuring you address all requirements listed in the Exercise Checklist for this Exercise
• ensure you answer all the questions provided in the Exercise 1 - Questions template
• submit your completed Workflow and Contingencies Template and answers to questions to your Trainer/Assessor by the 'Due Date'
• keep a copy for your records.

Scenario 1 -Planning and organising workflows and contingencies

You are the Team Leader for the Food and Beverage Service team in the newly constructed Righteous Room at The Righteous Inn, which is due to hold its Grand Opening to the public on the last Saturday of next month. The Room is expected to be the flagship dining facility of the property.

Management has put you in charge of the Grand Opening of the room and while they have provided you with a generous budget, they have also insisted the food, drinks and service must be top-class.

The Righteous Room is a five-star fine-dining, silver service restaurant that management has designed to cater for VIP customers and those seeking an exclusive and memorable dining experience featuring tableside cooking and the finest of wines from across Australia and around the world.

The Righteous Room will boast outstanding views of the ocean and feature a pianist playing suitable mood music at all sittings.

The room seats 80 customers and has its own kitchen and bar, and when it is running will serve la carte lunch and dinner 7-days-a-week (Lunch: Noon - 2:30 PM and Dinner: 7:00 PM - 10:30 PM).

Management has asked you to prepare and submit workflow for the Grand Opening and suggested you factor in six of the following contingencies:

1. Action staff will take when:
   • responding to a customer complaint about the food or the service
   • referring a complaint to you
2. Action you will take if it becomes apparent you need more money to conduct the Grand Opening.
3. Action you will take to ensure suitable staff for the Grand Opening in terms of:
   • staffing levels for the bar, food waiters and beverage servers
   • silver service and gueridon skill profiles for food waiters.
4. Action you will take to ensure efficient and cost-effective rostering of bar and food service staff for the Grand Opening.
5. Action you will take in the event a staff member underperforms during the Grand Opening.
6. Action you will take to ensure standard operating procedures are in place for:
   • taking customer food orders at the table
   • notifying the kitchen that a customer has placed an order that involves a dietary-related need or allergy.

Exercise 1 -Questions

1. What are three (3) reasons it is important to assess team member workloads on a regular basis when planning and organising workflows?

1. What are three (3) keys to scheduling work for team members that optimise efficiency and quality of service delivery?

1. What are three (3) reasons a Team Leader might delegate tasks to team members?

1. Give three (3) reasons that explain why it is important for a team leader to delegate work to team members according to the principles of delegation?

1. Give three (3) reasons that explain why it is necessary for Team Leaders to assess workflow and progress against agreed objectives and timelines.

1. What are three (3) reasons a Team Leader would assist team members to prioritise their workloads?

1. Give three (3) reasons to explain why Team Leaders are expected to provide timely input to management regarding staffing needs.

Please upload your completed Event and Workflow and Contingencies Template and Exercise 1 Questions template and submit this assessment.

Provided correct answers to questions?

Exercise 2 - Completing organisational records

Learner Instructions

For this Exercise you are required to read Scenario 2, complete organisational records, and:

• submit completed copies of:
  • The Righteous Inn Performance Report Template
  • The Righteous Inn Staff Information Form Template
  • The Righteous Inn Staff Evaluation Record Template
  • The Righteous Inn Performance Development Plan Template
  • Answers to the questions provided in the Exercise 2 Questions template.

Your Trainer/Assessor will:

• provide assistance in explaining the requirements of this Exercise
• advise you of the 'Due by Date' for this Exercise.

When completing this Exercise, fulfill the following:

• read Scenario 2
• complete The Righteous Inn Performance Report Template,Information Form Template,Staff Evaluation Record Template andPerformance Development Plan Templateensuring you address all requirements listed in the Exercise Checklist for this Exercise
• ensure you answer all the questions provided in the Exercise 2 - Questions template
• submit your completed Template documents and answers to questions to your Trainer/Assessor by the 'Due Date'
• keep a copy for your records.

Please upload your completed Righteous Inn templates:

• Performance Report Template
• Information Form Template
• Staff Evaluation Record Template and
• Performance Development Plan Template
• Exercise 2 Questions template

Scenario 2 - Completing organisational records

The Grand Opening of The Righteous Room took place recently and was a great success and management has congratulated you on your achievement.

In keeping with organisational requirements, you now need to complete some internal records and forward them to the relevant departments.

As you look back on the night you find:

• 78 people attended
• Total sales were $10,174.75 paid as follows:
  • Cash: $583.50
  • Credit cards: $3745.20
  • Charges to room: $1800.50
  • Digital: $1755.00
  • Complimentary: $1,125.75
  • EFTPOS: $1,164.80
• Food sales were $7,440.25 compared to your projection of $8,000.00:
  • 73 soups sold
  • 65 people had entres
  • 78 people had main courses
  • 56 people had desserts/cheese platter
• Beverage sales were $2,734.50 compared to your projection of $4,00.00:
  • Cocktails $247.00
  • Wine $1,845.00
  • Beer $372.50
  • Other $270.00
• Entertainment costs:
  • Pianist: $350.00
  • Harpist: $350.00
• Labour costs were $3,930 which aligned with the draft roster you used for the event:
  • Bar staff: 2 staff for 10 hours each at $28.50 per hour
  • Food waiters: 7 staff for 10 hours at $31.00 per hour
  • Beverage waiters: 4 staff for 10 hours at $29.75 per hour.

You were disappointed with the revenue generated, and know you need to address this as part of your Performance Report.

You also recall there is a need to address the following:

• Completion of a Staff Information Form for one of the bar staff.
• A Staff Evaluation Record on one of the food waiters whose silver service skills were below standard when serving bread rolls, filleting, and serving fish, and serving soup from a tureen at table.
• A Staff Member Performance Development Plan for the same food waiter that was negotiated with them yesterday to address their identified needs.

Exercise 2 -Questions

1. What are three (3) types of Performance Reports that a business may require management-level personnel to complete?

1. Give three (3) reasons to illustrate why organisations require the establishment and maintenance of staff records?

Once you have done this, please submit this assessment.

Event Workflow and Contingencies Template

Team Leaders are required to use this template when planning and organising workflow for a team operation or activity to ensure objectives are achieved and contingencies are addressed.

Name of Operation or Activity

Day/Date

Location

Timelines

Start:

Finish:

Menu

Soups:

Entres:

Mains:

Desserts:

Service style

Beverages

Full bar/Special drinks list (Select one - add details if Special drinks list)

Entertainment

Band/artist:

Times/sets (start/finish):

Numbers

Total expected:

Table configuration: (number of tables and number of people at each table)

Decoration and table setting

Tables:

Room:

Running sheet

Please detail times and activities for the event (add more rows as required):

Contingency 1: Difficult customer service situations
Potential issue 1.1
Solution
Potential issue 1.2
Solution
Contingency 2: Financial resources
Potential issue 2.1
Solution
Contingency 3: Staffing levels and skill profiles
Potential issue 3.1
Solution
Potential issue 3.2
Solution
Contingency 4: Rostering requirements
Potential issue 4.1
Solution
Contingency 5: Staff performance
Potential issue 5.1
Solution
Contingency 6: Procedural requirements
Potential issue 6.1
Solution
Potential issue 6.2
Solution

Performance Report Template

This Report is to be completed and forwarded to management following every Event or nominated other Activity that is held at The Righteous Inn.

Event/Activity
Day/Date
Location
Time
Total number of attendees
Sales (please breakdown by type)
Payment methods (please breakdown by type)
Labour costs (please breakdown by classification)
Entertainment cost
Issues arising
Three Suggestions or Recommendations for action following this Event/Activity
Signed

Staff Evaluation Record Template

The purpose of this Record is to provide formal opportunity for communication and feedback between management and employees. Most importantly, it offers management and employees a chance to recognise performance, exchange perceptions on work, clarify expectations, identify training possibilities, and plan for the future. Every employee of this organisation is required to receive at least one Performance Report annually.
Employee Name:
Team Leader Name:
Date of Report:
Legend: Level 1: Outstanding - Consistently exceeded requirements. Level 2: On target - Consistently met requirements. Level 3: Room for Improvement - Room for improvement or the need for exposure. Level 4: Improvement required - Performance had a negative effect on results. N/A - Not applicable to job role
PART 1 - Key Performance Indicator (KPI)	Level (highlight number)
KPI 1		1	2	3	4
KPI 2		1	2	3	4
KPI 3		1	2	3	4

PART 2: SERVICE ORIENTATION	Level
Actively seeks information to understand customers' circumstances, problems, needs and expectations	1	2	3	4	N/A
Responds quickly to meet customer needs and resolve difficulties	1	2	3	4	N/A
Seeks opportunities to improve processes and services to better meet customer needs	1	2	3	4	N/A
Delivers customer service in accordance with procedures and service standards	1	2	3	4	N/A
Comments
PART 3: INTERPERSONAL COMMUNICATION	Level
Works cooperatively with colleagues, customers and management at all times	1	2	3	4	N/A
Establishes and maintains rapport with others	1	2	3	4	N/A
Maintains effective working relationships	1	2	3	4	N/A
Practices active listening	1	2	3	4	N/A
Keeps management informed about significant actions or problems	1	2	3	4	N/A
Avoids unnecessary conflict, and manages any disagreement or difference of opinion with professionalism	1	2	3	4	N/A
Comments
PART 4: WORK METHODS AND PRODUCTIVITY	Level
Organises and plans work in advance	1	2	3	4	N/A
Sets and meets realistic target dates for project assignments	1	2	3	4	N/A
Doesn't waste any time on non-essential work or tasks	1	2	3	4	N/A
Meets commitments as assigned and outlined in job description	1	2	3	4	N/A
Goes above and beyond normal requirements of the job and assumes extra duties when needed	1	2	3	4	N/A
Produces the expected volume of work, or exceeds it	1	2	3	4	N/A
Comments
PART 5: THOROUGHNESS AND ACCURACY	Level
Completes assigned tasks and job duties accurately, and in accordance with organisational standards, policies, and procedures	1	2	3	4	N/A
Verifies questionable information and procedures	1	2	3	4	N/A
Pays close attention to instructions and essential emails	1	2	3	4	N/A
Provides thorough and accurate written reports when required	1	2	3	4	N/A
Identifies errors and corrects them or makes appropriate personnel aware of them	1	2	3	4	N/A
Comments
PART 6: INDEPENDENT ACTION	Level
Exercises initiative in starting and following through on assigned work	1	2	3	4	N/A
Works independently, requiring little or no close supervision	1	2	3	4	N/A
Maintains steady performance under work pressure	1	2	3	4	N/A
Goes above and beyond normal requirements of the job and assumes extra duties when needed	1	2	3	4	N/A
Comments
PART 7: WORK HABITS	Level
Maintains dependable, regular attendance	1	2	3	4	N/A
Arrives on time daily	1	2	3	4	N/A
Is not distracted by personal calls or other personal activities during work hours.	1	2	3	4	N/A
Provides a day of work for a day of pay, stays focussed on tasks	1	2	3	4	N/A
Comments

OVERALL EVALUATION
Achievements
Areas for Improvement
GOALS FOR NEXT 3 MONTHS
Declaration This Staff Evaluation Record has been discussed between the manager and the employee:
Employee Signature		Date
Supervisor Signature		Date

Staff Information Form Template

This Form is to be completed by the Team Leader or Supervisor whenever a new employee joins the organisation.

The completed Form is to be forwarded to the Human Resources Department and will form the basis of the staff member's Personnel File.

Staff Member Name
Gender/Pronoun
Date of Birth
Job Title
Classification
Employment location
Reports to
Staff Member Address and Contact Details
Next of Kin
Qualifications
Previous Experience
Employee Tax File Number
Bank details
Documents attached
Name of and Signature Person completing this Form
Date

Staff Member Performance Development Plan Template

This document details the agreed training and development activities for a staff member to help them develop their skills and knowledge and/or address an identified area of workplace performance that needs attention. This document must be negotiated between the Team Leader, Supervisor or Manager and the relevant staff member.
Employee name		Position Title
Team Leader/Supervisor/ Manager name		Dept/Division
This Staff Development Plan has been agreed by:
Employee signature		Date
Team Leader/Supervisor/ Manager name		Date

Area of concern
Expected standard of performance
Agreed improvement actions
Support to be provided
Monitoring and review schedule