Performance objective:

You must be able to demonstrate the ability using your skills and knowledge to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems.

Assessment description:

You are required to :

• plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies:
• delays and time difficulties
• difficult customer service situations
• equipment breakdown or technical failure
• financial resources
• staffing levels and skill profiles
• rostering requirements
• staff performance
• procedural requirements
• product development and marketing

• monitor and respond to team-based operational and service issues during the above operation or activity

• complete each of the following organisational records for the above operation or activity:
• performance reports
• staff records.

Procedure:

For the provided case study, you will assume the role of Assistan Banquet Manager

Read the case study scenario

Review the Job Description for the Banquet Manager

Answer questions 1 -19

Submission:

Banquet Manager Job Description

You are required to submit detailed answers and evidence covering questions 1-19. You must submit your answers within the timeframe set by your trainer/assessor, along with any/all related evidence required to support your answers.

Assessment - Case Study

Task instructions:

• Your task, as assistant banquets manager is to help Vanessa to get the team back on track and to help her settle in and become a dynamic manager.
• Please review Vanessa's job description "Banquet Manager Job Description".
• Read the scenario below and answer the following questions.

Vanessa is the new banquets manager for the Redbrick Resort. It is her role to plan and organise the workload amongst her team members, as well as to monitor the quality of the team's endeavours and to cater for high-quality events.

Vanessa's team consists of 10 full time staff, 46 casual staff and 4 contractors. The contractors work on an as-needs bases, depending on the bookings and event requirements. The contractors cover lighting & sound, event staging, individualised tours, and teambuilding activities for corporate clients. Six of the full-time staff have been with the organisation for more than 5 years. The other four staff members are new like Vanessa. 16 of the casual staff have been working at the Redbrick Resort for over 3 years, 10 for more than 12 months and the remaining 20 less than 6 months. Depending on the event size, additional casual staff is brought in through several casual agencies.

Over the next four weeks, the team needs to organise the arrangements for the Annual Christmas Event. This event has a capacity of 1000 guests and is an annual outdoor event held on the resorts golf course, with theming, live music, spectacular lighting, and special effects. The event is 2 months away.

In the first week of her new role, Vanessa feels that the team is behind schedule and will need to review the project plan and take action where needed to get back on track.

questions:

1. Describe at least two (2) key management functions you see as being part of Vanessa's role as the banquets manager.
2. What day- to-day monitoring systems might Vanessa and Redbrick Resort have in place to identify problems and/or conditions, which could affect daily operations?
3. What should Vanessa consider when monitoring and improving the team's day-to-day workflows?
4. Vanessa realises that many of the tasks needed to get back on track rely on her delegating effectively to her team members. What are five (5) key principles of delegation she should use? What should she consider before delegating tasks to others?
5. Now that Vanessa has monitored the team's workflow and has identified tasks that can be delegated, she needs to ensure the team manages their time effectively if they are all going to meet their deadlines. Identify how time management tools can assist Vanessa and the team and describe one (1) time management tool they can all apply
6. Quality customer service is at the forefront for Vanessa and she wants to make sure the team can deliver to the standard required. Vanessa explains to the team that they must work constantly in providing high-quality events. Monitoring work operations will ensure tasks and activities are completed to customers' expectations, on time and within budget. What quality assurance aspects will the team need to implement to achieve a quality customer experience
7. Provide two (2) examples of legislative requirements that affect short-term work organisation in the hospitality and accommodation industry. Why is it important for Vanessa to consider these requirements when planning for her team's operational plans?

8. Describe the problem-solving and decision-making processes and techniques that Vanessa could apply when delegating work to her team?