KINGSFORD

INTERNATIONAL
KII4025 INSTITUTE

HOSPITALITY
OPERATIONS ASSESSMENT 1
 Table of Contents
Table of Contents ..................................................................................................................... 2

Instructions to Learner ............................................................................................................. 3

Activities .................................................................................................................................... 2

SECTION A..................................................................................................................................... 2

Activity 1A ...................................................................................................................................... 2

Activity 1B ...................................................................................................................................... 3

Activity 1E ....................................................................................................................................... 4

Activity 1F ....................................................................................................................................... 5

Activity 2A ...................................................................................................................................... 6

Activity 2B ...................................................................................................................................... 7

Activity 2C ...................................................................................................................................... 8

Activity 3A ...................................................................................................................................... 9

Activity 3B .................................................................................................................................... 10

Activity 3D .................................................................................................................................... 11

Activity 4A .................................................................................................................................... 12

Activity 4B .................................................................................................................................... 13

Activity 4C .................................................................................................................................... 14

SECTION B ................................................................................................................................... 15

Activity 1A .................................................................................................................................... 15

Activity 1B .................................................................................................................................... 16

Activity 1C .................................................................................................................................... 17

Activity 2A .................................................................................................................................... 18

Activity 2B .................................................................................................................................... 19

Activity 3A .................................................................................................................................... 20

Activity 4A .................................................................................................................................... 21

Activity 4B .................................................................................................................................... 22

Instructions to Learner
Welcome to KII4025 Hospitality Operations ! This KII unit covers the following units of competency.
SITXMGT001 Monitor work operations

SITXHRM002 Roster staff

KII4025 Hospitality Operations Assessment 1

Assessment instructions
Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the terms
and conditions relating to the submission of your assessment task. Please consult with your trainer/assessor if
you are unsure of any questions. It is important that you understand and adhere to the terms and conditions,
and address fully each assessment task. If any assessment task is not fully addressed, then your assessment
task will be returned to you for resubmission. Your trainer/assessor will remain available to support you
throughout the assessment process.

Written work
Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the
overall unit of competency. When undertaking any written assessment tasks, please ensure that you address
the following criteria:

• Address each question including any sub-points

• Demonstrate that you have researched the topic thoroughly

• Cover the topic in a logical, structured manner

• Your assessment tasks are well presented, well referenced and word processed

• Your assessment tasks include your full legal name in the provided cover page.

Active participation
It is a condition of enrolment that you actively participate in your studies. Active participation is completing all
the assessment tasks on time.

Plagiarism
Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them as your
own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you have any
doubts about including the work of other authors in your assessment, please consult your trainer/assessor. The
following list outlines some of the activities for which a learner can be accused of plagiarism:

• Presenting any work by another individual as one's own unintentionally

• Handing in assessments markedly similar to or copied from another learner

• Presenting the work of another individual or group as their own work

• Handing in assessments without the adequate acknowledgement of sources used, including

assessments taken totally or in part from the internet.

If it is identified that you have plagiarised within your assessment, then a meeting will be organised to discuss
this with you, and further action may be taken accordingly.

Collusion
Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in whole or in
part of unauthorised collaboration with another person or persons. Collusion involves the cooperation of two
or more learners in plagiarism or other forms of academic misconduct and, as such, both parties are subject to
disciplinary action. Collusion or copying from other learners is not permitted and will result in a “NS” grade and
NYC.

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KII4025 Hospitality Operations Assessment 1

Assessments must be typed using document software such as (or similar to) MS Office. Handwritten
assessments will not be accepted (unless, prior written confirmation is provided by the trainer/assessor to
confirm).

Competency outcome
There are two outcomes of assessments: S = Satisfactory and NYS = Not Yet Satisfactory

Once the learner has satisfactorily completed all the tasks for this module the learner will be awarded
“Competent” (C) or “Not yet Competent” (NYC) for the relevant unit of competency.

If you are deemed “Not Yet Competent” you will be provided with feedback from your assessor and “will” be
given another chance to resubmit your assessment task(s). If you are still deemed as “Not Yet Competent” you
will be required to re-enrol in the unit of competency.

Additional evidence
If we, at our sole discretion, determine that we require additional or alternative information/evidence in order
to determine competency, you must provide us with such information/evidence, subject to privacy and
confidentiality issues. We retain this right at any time, including after submission of your assessments.

Confidentiality
We will treat anything, including information about your job, workplace, employer, with strict confidence, in
accordance with the law. However, you are responsible for ensuring that you do not provide us with anything
regarding any third party including your employer, colleagues and others, that they do not consent to the
disclosure of. While we may ask you to provide information or details about aspects of your employer and
workplace, you are responsible for obtaining necessary consents and ensuring that privacy rights and
confidentiality obligations are not breached by you in supplying us with such information.

Assessment appeals process

If you feel that you have been unfairly treated during your assessment, and you are not happy with your
assessment and/or the outcome as a result of that treatment, you have the right to lodge an appeal. You must
first discuss the issue with your trainer/assessor. If you would like to proceed further with the request after
discussions with your trainer/assessor, you need to lodge your appeal to the course coordinator, in writing,
outlining the reason(s) for the appeal. For more information please refer to our policy and procedures by visiting
www.kii.edu.au/documents or login to your LMS account by clicking the link
https://www.kiionline.edu.au/course/view.php?id=59 .

Recognised prior learning

Candidates will be able to have their previous experience or expertise recognised on request.

Special needs
Candidates with special needs should notify their trainer/assessor to request any required adjustments as soon
as possible. This will enable the trainer/assessor to address the identified needs immediately

Assessment requirements
Assessment can either be:
• Direct observation

• Product-based methods e.g. reports, role plays, work samples

• Questioning

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KII4025 Hospitality Operations Assessment 1

The assessment activities in this workbook assess aspects of all the elements, performance criteria, skills and
knowledge and performance requirements of the unit of competency.

To demonstrate competence in this unit you must undertake all activities in this Assessment and have them
deemed satisfactory by the assessor. If you do not answer some questions or perform certain tasks, and
therefore you are deemed to be Not Yet Competent, your trainer/assessor may ask you supplementary
questions to determine your competence. Once you have demonstrated the required level of performance, you
will be deemed competent in this unit.

Should you still be deemed Not Yet Competent, you may have the opportunity to resubmit your assessments or
appeal the result.

As part of the assessment process, all learners must abide by any relevant assessment policies as provided
during induction (orientation). For more information refer to our assessment policies by visiting
www.kii.edu.au/documents or login to your LMS account by clicking the link
https://www.kiionline.edu.au/course/view.php?id=59 .

If you feel you are not yet ready to be assessed or that this assessment is unfair, please contact your assessor to
discuss your options. You have the right to formally appeal any outcome and, if you wish to do so, discuss this
with your trainer/assessor.

ASSESSMENT COVERSHEET
Unit:

Course Name:

Assessment Tool: Assessment 1

Student must fill this section:

Student Name: Ajay Kumar Jaiswal

Student ID:

Privacy Release “I give my permission for my assessment material to be used

Clause: in the auditing, assessment validation & moderation Process”

Authenticity “I declare that:

Declaration:
• The material I have submitted is my own work;
• I have kept a copy of all relevant notes and reference
material that I used in the production of my work;
• I have given references for all sources of information
that are not my own, including the words, ideas and
images of others.”
Student signature: Date:

Assessment Completion Status

Attempt Satisfactory Non- Date Assessor’s

Satisfactory Signature

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KII4025 Hospitality Operations Assessment 1

Initial attempt  

2nd  
attempt/Reassessment

Feedback to student:

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 KII4025 Hospitality Operations Assessment 1

Information for Student:

• All work is to be entirely of the Student.

• 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 or follow the word limits as instructed.
• 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 assessment tasks must be addressed correctly in order to obtain a competence for the unit of
competency.
• If the Student doesn’t understand the assessment, they can request help from the assessor to interpret the
assessment.
• All assessments must be submitted online. Login to www.kiionline.edu.au and follow the subject link to
submit your assessments. Note that the hard copy of the assessments will not be accepted.
Re-assessment of Result& Academic Appeal procedures:

If a student 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 Operations Manager. 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 Operations Manager providing reasons for re-assessment /appeal.
• Operations Manager will delegate another faculty member 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 and the Operations Manager 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 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
academic appeals handling protocol.
• To appeal a decision, the person is required to complete the KII- Request for Appeal of a Decision form with
all other supporting documents, if any. This form is available via our website. The completed Request for
Appeal form is to be submitted to the Student Support Officer either in hard copy or electronically via the
following contact details:
Student Support Officer, Kingsford International Institute (KII), Level 6, 128-136 Chalmers St, Surry Hills,
NSW 2010, Email: admin@kii.edu.au

• The notice of appeal should be in writing addressed to the Operations Manager 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 Operations Manager 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.
“I understand all the above rules and guidelines for the assessment”

Full Name Signature Date (dd/mm/yyyy)

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KII4025 Hospitality Operations Assessment 1

Demonstration (if applicable)

Throughout this unit, you will be expected to show your competency of the elements through
demonstrations. Your trainer/assessor will have a list of demonstrations you must complete or
tasks to be observed. The demonstrations will be completed as well as the activities found in this
Assessment An explanation of demonstrations:

Demonstration is off-the-job A

demonstration will require:

Performing a skill or task that is asked of you

• Undertaking a simulation exercise.

The demonstration will take place in the training environment. Your trainer/assessor will ensure you are
provided with the correct equipment and/or materials to complete the task. They will also inform you
of how long you have to complete the task.

You should be able to demonstrate the skills, knowledge and performance criteria

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KII4025 Hospitality Operations Assessment 1

Activities
Complete the following activities individually. All Questions are mandatory.

SECTION A

Activity 1A
Estimated Time 35 Minutes

Objective To provide you with an opportunity to monitor efficiency and service levels
through close contact with day-to-day operations.

1. Outline three ways in which efficiency is monitored within your

organisation.

The following methods are used to monitor efficiency in my organization:

Monitoring employee efficiency- By monitoring the number of tasks they can

complete within a certain timeframe, and then comparing it with the
standard, we monitor the efficiency of employees.
Automated recording systems – This type of monitoring involves the use of
equipment and
machines which record employee data. Examples include computers that count
the number
of words entered over specific periods of time and telecommunications devices
which
record the number of calls made
Automated recording systems – This type of monitoring involves the use of
equipment and
machines which record employee data. Examples include computers that count
the number
of words entered over specific periods of time and telecommunications devices
which
record the number of calls made
Automated recording systems – This type of monitoring involves the use of
equipment and
machines which record employee data. Examples include computers that count
the number
of words entered over specific periods of time and telecommunications devices
which
record the number of calls made
Automated recording systems – This type of monitoring involves the use of
equipment and
machines which record employee data. Examples include computers that count
the number
of words entered over specific periods of time and telecommunications devices
which
record the number of calls made

Manual recording system- This type of monitoring relies upon the team
leader, who must record the tasks completed by employees and carry out
routine inspections of workplace environment to maintain data either by
paper-based system or in computers.

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Maintaining standards- The team leader should conduct regular tours to

ensure the suitable standard of efficiency.

2. Identify three aspects of customer service that are monitored by your

organisation.

The three aspects of customer service that are monitored by my organization

are:

- Customer Feedbacks
- Service response time
- Mistakes while providing service
(Ref: studocu.com)

Activity 1B
Estimated Time 40 Minutes

Objective To provide you with an opportunity to ensure workplace operations support

overall organisational goals and quality assurance initiatives.

1. Describe the methods that are used within your workplace to ensure that
business operations support the overall organisational goals.

The following are the methods used by my organization:

- Ensure every department’s work contribute towards a specific goal of the

organization.
- Carrying out regular reviews of work and employees to ensure that they are
contributing towards the organizational objectives.

2. What is quality assurance and how is it ensured within your organisation?

- Quality assurance (QA) is a way of preventing mistakes and defects in

manufactured products and avoiding problems when delivering products or
services to customers; which ISO 9000 defines as "part of quality
management focused on providing confidence that quality requirements will
be fulfilled".
- Organisation may have a dedicated quality assurance team with
responsibility for ensuring that standards, processes, and policies are
implemented and maintained. Employees are expected to act in systematic

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KII4025 Hospitality Operations Assessment 1

and organised ways to ensure the maintenance of quality standards. The

monitoring and review systems should ensure that such standards are met on
a continuous basis. There are two main aspects of quality assurance that
should be taken into consideration. You will have to ensure that products and
services are fit for purpose and right first time. They should fulfil the
requirements specified by your organisation and outlined in promotional
material. Errors should also be minimised.
(Ref: studocu.com)
assurance that should be taken into consideration. You will have to ensure that
products and
services are fit for purpose and right first time. They should fulfil the
requirements specified
by your organisation and outlined in promotional material. Errors should also be
minimised.
Many companies use the ISO9000 standard for the assurance of product and
service quality.
The representatives of such companies have to develop quality assurance
policies and
objectives. Guidelines should also be produced, informing employees how to
maintain the
necessary standards. There will then be a thorough inspection, undertaken by an
outside
assessor to ensure that the quality standards are being met. They will highlight
any
necessary areas of improvement and provide certification when the necessary
standards are
achieved

Activity 1C
Estimated Time Minutes

Objective To provide you with an opportunity to provide feedback to colleagues and

management to inform future planning.

1. Specify five steps that should be followed when giving constructive

feedback to your colleagues.

The steps that should be followed while giving constructive feedback are:

- Thinking about the current issue and how it would affect the organizational
goals.
- We should give the feedback when the situation and environment is friendly
and if the colleague has time.
- Explaining the details about the issue and being polite and non-
confrontational while doing so.
- Clarify understanding and make necessary corrections.
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KII4025 Hospitality Operations Assessment 1

- Discuss the issue thoroughly and come up with a practical and effective
solution.

2. Identify four rules that should be followed when giving feedback to

management.

These rules should be followed when giving feedback to management:

- Ensuring the feedback is necessary, specific and constructive.

- Giving positive feedbacks along with the suggestions for the main issue.
- Thank your senior for listening to your problem and responding to the
feedback.
- Focusing on positive changes that the response has made while conducting
the reviews of the changes.

Activity 1D
Estimated Time 25 Minutes

Objective To provide you with an opportunity to identify and take opportunities to

evaluate current and emerging industry trends and practices for relevance to
own work situation.

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KII4025 Hospitality Operations Assessment 1

1. Specify five ways of identifying trends and practices that are relevant to
your own work situation.

The major five ways of identifying trends and practices are as follows:

- Online products reviews.

- Trade journals.
- Podcasts and videos.
- Customer comments and feedbacks.
- Competitor information.

2. Identify five methods of critical analysis that may be used for the
evaluation of trends.

The critical analysis of industrial trends and practices are as follows:

- Comparing the new ideas to the previous ones.

- Drawing links between research and own work.
- Critiquing the new ideas and identifying the flaws in them.
- Double-checking the information provided by conducting own research.
- Planning the implementation of ideas and analyzing the outcome.

Activity 2A
Estimated Time 30 Minutes

Objective To provide you with an opportunity to assess current workloads, and

schedule work to maximise efficiency and customer service quality within
budget constraints.
1. Identify the four steps that should be followed during a workload
assessment.

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KII4025 Hospitality Operations Assessment 1

The four steps that should be used for workload assessment are:

- Ensuring daily inspections and observation of workplace environment.

- Discussing the work patterns of different departments with the employees.
- Analysis and consideration of seasonal fluctuation and the non- standard
workload that comes with it.
- Creating various graphs to summarise and rerpresent workload.

2. Identify four ways of organising work for maximum efficiency.

We should consider these ways to improve efficiency to the maximum:

- Reaching out to colleagues for help and delegation tasks when necessary.
- Using effective communication system to ensure clear and understandable
conveying of ideas and messages.
- Regular breaks and a balanced diet should be pursued for high levels of
energy and concentration.
- Keeping daily-use objects in their designated area for easy access.

Activity 2B
Estimated Time 25 Minutes

Objective To provide you with an opportunity to delegate work according to principles

of delegation.

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KII4025 Hospitality Operations Assessment 1

1. Specify four reasons for delegating tasks within your organisation.

The four major reasons for delegating tasks are:

- Delegating the task might provide a better opportunity for the work to
accomplish.
- Delegating can increase trust amongst colleagues.
- Delegating can help develop skills amongst employees.
- Delegating tasks, when necessary, can improve efficiency of the workplace
environment.
(Ref: https://christopherrjones.com/five-reasons-to-delegate/)

2. Identify four principles of delegation.

The principles of delegations are:

- Clear understanding and communication of the actual need.

- Clearly define employee’s authority and responsibility.
- Unnecessary interference should be avoided.
- Regular reporting of the delegated tasks.
- Selecting the right person with the right skills to acquire the goal.

Activity 2C
Estimated 15 Minutes
Time
Objective To provide you with an opportunity to assess workflow and progress
against agreed objectives and timelines.
1. Identify five ways of assessing workflow and progress against agreed
objectives and timelines.

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KII4025 Hospitality Operations Assessment 1

The five ways of assessing workflow are:

- Observing the workplace and discussing it with the employees.

- Conducting regular checks of quality of products and services.
- Learning the challenges employees are facing during work hours.
- External assessment is required.
- Self-assessment of workflow can also be done.

Activity 3A
Estimated Time 45 Minutes

Objective To provide you with an opportunity to monitor team and individual

performance against agreed goals and objectives.
1. How can you address employee concerns about performance monitoring?

These are the following ways to address employee concerns about

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KII4025 Hospitality Operations Assessment 1

performance monitoring:

- Providing professional guidance rather than instructions

- Enabling employees to develop skills and confidence
- Working towards the completion of agreed objectives
- Exploring workplace issues and enabling employees to identify solutions
- Building rapport and mutual respect (Ref: studocu.com)

Providing professional
guidance rather than
instructions
Enabling employees to
develop skills and
confidence
Working towards the
completion of agreed
objectives
Exploring workplace
issues and enabling
employees to identify
solutions
Building rapport and
mutual respect
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KII4025 Hospitality Operations Assessment 1

2. What are 360-degree assessments and how can they be used for the
evaluation of employee performance?

360-degree assessment is used to analyse and evaluate employee

performance by providing the opportunity to collect information and data
from various sources like supervisor, colleagues or sub-ordinate workers. It
helps by concluding the strengths and weakness of an employee with the
help of different kinds of open questions. Also, performance scaling maybe
included.

3. Identify four rules that should be followed when conducting individual

performance evaluations.

- Individual performance evaluations should be conducted fairly and openly.

- The evaluation should be treated as a discussion rather than confrontation
and dictation.
- Let the employee explain their reasoning for certain actions and decisions.
- Have the employee suggest any updates to the job description and
provide written input to the appraisal.

Activity 3B
Estimated Time 25 Minutes

Objective To provide you with an opportunity to proactively share information,

knowledge and experiences with team members.
1. Identify five communication mediums that may be used for the sharing of
information within your organisation.

The five-communication medium that may be used for sharing information

are:

- Faxes
- E-mail
- Social media
- Telephone
- Face-to-face discussions

2. Specify three reasons for sharing knowledge and experience with team

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KII4025 Hospitality Operations Assessment 1

members.

The reasons are as followed:

- Collaborate and build collective knowledge.

- Find better ways of doing things.
- Create better customer experiences.
(Ref: https://gethownow.com/blog/7-reasons-why-knowledge-sharing-is-
important/)

Activity 3C
Estimated Time 30 Minutes

Objective To provide you with an opportunity to provide feedback, coaching and

support to team members.

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KII4025 Hospitality Operations Assessment 1

1. Identify five rules that should be followed when providing feedback

about aspects of employee performance.

The five rules that should be followed are listed below:

- Ask permission to provide feedback.

- Be timely.
- Be specific.
- Describe what you’ve seen, not what others told you.
- Respect the person’s privacy. (Ref:
https://www.entrepreneur.com/article/280791)

2. Specify five requirements that coaches may be expected to fulfil.

The five requirements are as followed:

- The coach should provide professional guidance rather than instructions.

- Help employee to develop skills and confidence to their maximum
potentiality.
- Help everyone towards the completion of agreed objectives.
- Identifying workplace issues and discussing solutions with employees.
- Building rapport and mutual respect amongst employees.

Activity 4A
Estimated Time 1 to 2 Hours

Objective To provide you with an opportunity to identify and analyse workplace

problems from an operational and customer service perspective.

1. This practical activity will require you to identify and analyse problems

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KII4025 Hospitality Operations Assessment 1

which are having an impact on the operation of your business. You should
carry out a root cause analysis investigate the issues in accordance with
organisational expectations.

Root cause analysis is the process of discovering the root causes of problems
in order to identify appropriate solutions.

Ways to deal with root cause analysis

There are numerous strategies, approaches, and procedures for conducting

root cause analysis, including:

Occasions and causal factor analysis: Widely utilized for major, single-
occasion issues, for example, a refinery blast, this procedure utilizes proof
accumulated rapidly and systematically to build up a timeline for the
exercises leading up to the mishap. When the timeline has been built up, the
causal and contributing variables can be recognized.

- Change analysis: This methodology is relevant to circumstances where a

framework's exhibition has moved fundamentally it investigates changes
made in individuals, gear, information, and more that may have added to
the adjustment in execution.

- Obstruction analysis: This method centers around what controls are set
up in the process to either forestall or identify an issue and which may
have fizzled.

- The board oversight and hazard tree analysis: One-part of this

methodology is the utilization of a tree outline to see what happened and
why it may have happened.

Operational issues in Business and Examples

Managing overheads

Overheads can without much of a stretch mount up, regardless of whether

they're coming in the type of admin costs, insurance, lease, or utility charges,
inordinate overheads can be especially damaging on the off chance that they
aren't overseen in an opportune manner, so they’re a genuinely huge issue
for private ventures to battle with.

Example

- Regardless of whether it’s falling behind on lease, missed utility

installments. office hardware. or business overspend. spiraling overheads
can be various.
-
- The arrangement: Take a glance at your spending and see what can be

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KII4025 Hospitality Operations Assessment 1

decreased. Any help that is surplus to your group or your clients'

necessities ought to be downsized. Handy solutions like distributed
computing, free video call administrations, telecommuting where
conceivable. and renting instead of buying office hardware, would all be
able to be valuable here

Monitoring execution

How would you measure execution? What's more, how do potential

indicators show that your group is, performing to its fullest? On the off
chance that certain colleagues working just as they should. your business
could endure accordingly.

Example

- An individual from your staffs lackluster showing is starting to influence

the remainder of the group's assurance, which has affected their
profitability accordingly.

- The arrangement: Detail a lot of execution indicators that show how well
your group and your business is performing. As opposed to using
oversimplified finance indicators, it very well may be exceptionally
gainful to recognize, explain, and concur upon the desires for separate
groups. Distinguish how the outcomes will effect the organization.

Listening to input

In the advanced business world, your picture and notoriety can without
much of a stretch be influenced by negative surveys online. Moreover,
clients anticipate brisk, powerful client care. It is dependent upon businesses
to tune in to the criticism they get, so they can set themselves in a place to
convey good support of their target fans.

Example  

- There's been a complaint about the convenience of your site, which has
caused a drop in the rush hour gridlock and business ifs gotten of late.
Presently you need to act. 
- The arrangement: Consider investing in an advisor or an outsider who
can screen how you're seen online and can pinpoint where you’re going
amiss with your client assistance. They'll help including choosing
the correct client-facing representatives to streamline the handoff
procedure. 

Responding to rivalry

These days, starting a business is more reasonable and feasible than any
time in recent memory. Be that as it may, with so much effectively available
information and direction out there, it implies that there can hypothetically
be more rivalry in a similar market. 

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Example

- A contender offers a similar item/administration at a lower cost than

you, taking a sizeable lump of your clients with them.

- The arrangement: Keeping an eye on contender movement can give you

an inside track on the best way to excel. Monitoring their procedures
and practices can assist you with anticipating their best course of action
– and adjust your technique accordingly. 

Guideline and consistency

Guideline and consistency can be a significant issue if not managed

appropriately. As business sectors and innovations develop, they bring with
them another arrangement of rules and guidelines. Sadly, businesses are
frequently unconscious of or don’t comprehend, what’s being asked of
them. Now, fines and punishments become an integral factor, and
something that could without much of a stretch have been settled turns into
an issue. 

Example

- The ongoing reception of GDPR, which was implemented in May 2018.

- The arrangement: Depending on your area, attempting to comprehend

the perplexing wording of any new guidelines could be a touch of a
daunting task, particularly with everything else that is going on in your
business. Consider hiring an advisor to ease you along with the
procedure of consistency if you have to. (Ref: chegg.com)

2. Give five examples of problems which may be encountered in your

workplace.

The following are the examples of problems:

- Delays and time difficulties

- Difficult customer service situations
- Equipment breakdown or technical failure
- Failure to deliver promised service to customers
- Inadequate financial resources

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KII4025 Hospitality Operations Assessment 1

Activity 4B
Estimated Time 45 Minutes

Objective To provide you with an opportunity to initiate short-term actions to resolve

immediate problems where appropriate and analyse problems for long-term
impact, and assess and action potential solutions in consultation with relevant
colleagues.
1. Outline the process of initiating short-term actions for the resolution of
immediate problems within your organisation. Consider the involvement
of staff members and identification of appropriate problem-solving
methods.

ick fix. This should

prevent
the issue from having a
continuous negative
impact on your business
processes and
reputation. You are
advised to arrange
brainstorming sessions
and group discussions
for

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identification of suitable
short-term solutions
Identifying and
addressing the root
causes – you should use
the methods outlined in
the
previous criteria for the
identification and
analysis of any root
causes. A long-term
solution
may then be developed
Verifying the solution –
you should perform
rigorous testing of any
solutions that have been
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recommended by your
team members. It will
be necessary to identify
any problems which
may impact the chances
of successful
implementation. You
should also consider the
emotional impact on
your staff members and
employees
Implementing the long-
term solution – it should
be possible to identify
the most appropriate
problem-solving method
if you have carried out a
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KII4025 Hospitality Operations Assessment 1

thorough analysis. You

should ensure that
all of the team members
are committed and that
you have the resources
in place for
successful
implementation. It will
also be necessary to
monitor the problem-
solving method
and make any changes
as necessary
Minimising the risk of
re-occurrence - you
should gather your team
together upon
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KII4025 Hospitality Operations Assessment 1

implementation of the
problem-solving
method. Consider the
possible ways of
ensuring that
the issue doesn’t arise in
the future. You may
deem it necessary to
change the
organisational
policies and procedures.
Training and ongoing
communication may
also be necessary to
ensure that all of the
team members fulfil
their responsibilities
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Celebrating success – it
will be necessary to
celebrate success if you
are to ensure ongoing
commitment to the
process. Focus on short
term wins and reward
employees for their
positive contributions.
The 8D problem solving method was devised by the Ford Motor company
during the 1980’s. It is a comprehensive method for the analysis and
resolution of organisational problems. It incorporates a variety of stages,
which should be followed for permanent problem resolution.

Planning – It will be necessary to spend time planning your approach to the

problem-solving process. You should consider the involvement of team
members, amount of time required, and the resources which are likely to be
of assistance.
Building the team – You should attempt to draw upon the knowledge and
skills of various staff members. It would be worth creating a team charter,
detailing the goals that you are striving to achieve and the respective roles of
each team member.
Describing the problem – You are advised to spend some developing an
accurate definition of the problem. A risk analysis should be carried out for
the identification of dangers to staff members and the organisation as a
whole.
Implementing a short-term solution – If you are confident that you have
established the nature of the problem then it will be necessary to implement
a quick fix. This should prevent the issue from having a continuous negative
impact on your business processes and reputation. You are advised to arrange
brainstorming sessions and group discussions for identification of suitable
short-term solutions.
Identifying and addressing the root causes – You should use the methods
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KII4025 Hospitality Operations Assessment 1

outlined in the previous criteria for the identification and analysis of any root
causes. A long-term solution may then be developed.
Verifying the solution – You should perform rigorous testing of any solutions
that have been recommended by your team members. It will be necessary to
identify any problems which may impact the chances of successful
implementation. You should also consider the emotional impact on your staff
members and employees.
Implementing the long-term solution – It should be possible to identify the
most appropriate problem-solving method if you have carried out a thorough
analysis. You should ensure that all of the team members are committed and
that you have the resources in place for successful implementation. It will also
be necessary to monitor the problem-solving method and make any changes
as necessary.
Minimising the risk of re-occurrence - You should gather your team together
upon implementation of the problem-solving method. Consider the possible
ways of ensuring that the issue doesn’t arise in the future. You may deem it
necessary to change the organizational policies and procedures. Training and
ongoing communication may also be necessary to ensure that all of the team
members fulfil their responsibilities.
Celebrating success – It will be necessary to celebrate success if you are to
ensure ongoing commitment to the process. Focus on short term wins and
reward employees for their positive contributions. (Ref: studocu.com)

2. Identify five methods that may be used for the resolution of problems
which may have a long-term impact.

The five methods of problem solving are:

Trial and error

Trial and error is a way of solving problems through repeated attempts, trying
something different every time until you are successful.

Difference reduction
Difference reduction requires you to break down a large task into smaller
steps.

Means-ends analysis
With means-ends analysis you compare your current situation and the
situation you want to arrive at, identify the most significant difference
between those two situations, and then create a sub-goal to remove that
difference.

Working backwards
Working backwards refers to, identifying a solution and working it backwards
to a problem.

Encouraging participation
Encouraging employees to participate in problem solving can bring new ideas

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KII4025 Hospitality Operations Assessment 1

and perspective towards the problem and solutions.

(Ref: https://study.com/academy/lesson/problem-solving-methods-
definition-types.html)

Activity 4C
Estimated Time 10 Minutes

Objective To provide you with an opportunity to encourage individual participation for

the resolution of problems raised by team members.

1. Identify three advantages of independent problem solving.

The three advantages of independent problem solving are:

- If individuals focus on problems, then it can lead to rapid and more focused
resolution of problems.
- There will be someone to held accountable for different action, positive or
negative, and someone will be held responsible for resolution of a problem.
- If different people focus on their problems independently, it can reduce the
collective time of a group along with the money that is required while
resolving an issue.

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KII4025 Hospitality Operations Assessment 1

SECTION B

Activity 1A
Estimated Time 20 Minutes

Objective To provide you with an opportunity to recognise how to develop rosters

according to relevant industrial agreements and other considerations and
wage budgets.
1. What are the relevant awards that you must follow when developing
rosters for your staff?

The following are the awards:

Amusement, Events and Recreation Award 2010

Car Parking Award 2010
General Retail Industry Award 2010
Fast Food Industry Award 2010
Hospitality Industry (General) Award 2010
Travelling Shows Award 2010.

Annual leave- An employee is entitled to 4 weeks paid annual leave and

those employees who are described as a ‘shift worker’ are entitled to 5 weeks
of paid annual leave.

Compassionate leave- An employee is allowed to have 2 days of

compassionate leave when the employee’s household members have a life-
threatening illness or dies.

Parental leave and related entitlements-

An employee is entitled to 12 months of unpaid leave when:
- The leave is associated with the birth of a child of the employee, or the
employee’s spouse or de facto partner.
- The leave is associated with the placement of a child with the employee for
adoption.
- The employee has or will have responsibility for the care of the child.

Maximum weekly hour- An employee shouldn’t be forced to work more than

38 hours with or without a valid reason.

Standard, overtime and penalty pay rates-

These include:

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- Weekends
- Public holidays
- Overtime
- Late night shifts
- Early morning shifts.

2. How much annual leave are workers entitled to in Australia?

For each year of service with his or her employer, an employee is entitled to 4
weeks paid annual leave. Employees who are described as a ‘shift worker’ are
entitled to 5 weeks of paid annual leave.

3. What should be taken into consideration when determining whether

additional work hours are reasonable?

The employee’s personal circumstances should be considered when

determining additional work hours as reasonable.

Activity 1B
Estimated Time 30 Minutes

Objective To provide you with an opportunity to maximise operational and customer

service efficiency while minimising wage costs.

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KII4025 Hospitality Operations Assessment 1

1. Speak to a minimum of three customers about their current experiences

of customer service and their needs and expectations regarding customer
service.

The following are the three needs and expectations of customer service:

- Prompt response/service.
- Understanding of our needs.
- A personalized experience. (Ref: https://fonolo.com/blog/2014/07/5-
things-customers-want-and-expect-when-it-comes-to-customer-service/)

2. Outline three common needs and expectations that customers have of

employees.

The three most common needs and expectations are:

- Friendliness
- Empathy
- Fairness

3. What considerations need to be made about policies and procedures in

relation to the impact of leave and overtime on wage costs?

Considerations while assessing these costs would include comparing cost of

hiring additional labour with costs of providing wages on overtime. The hiring
of most labour would also involve additional costs like costs of insurance,
other benefits, etc. These must also be considered while estimating cost
involved in hiring new employees. (Ref: chegg.com)

Activity 1C
Estimated Time 15 Minutes

Objective To provide you with an opportunity to understand how to combine duties

where appropriate to ensure effective use of staff

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1. In what ways can you ensure staff members are capable of combining
different duties within the workplace?

The major way to ensure that staff members are capable of different duties within
the workplace is to have employee profiles. By having employee profiles that contain
employee skills and knowledge, we can source employees for a certain timeframe
and match them with appropriate tasks.

2. What are the benefits of having employees combine their duties?

The benefits of combining employees’ duties are:

- Easier to cover up work if an individual is sick or on a leave.

- Helps the employee to develop skills and knowledge on their own.
- Helps to use employees at different stations/departments during rush hours
or leisure period.
- It can help increase the overall operational efficiency of the organisation.

Activity 2A
Estimated Time 15 Minutes

Objective To provide you with an opportunity to understand how to present rosters in

required formats to ensure clarity of information according to organisational
standards.

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1. What workplace factors impact on the type of roster that needs to be

developed?

The factors that affect the developing of the roster are:

- Annual leave
- Personal leave and compassionate leave
- Public holidays
- Parental leave and related entitlements
- Mandated breaks
- Maximum allowed shift hours
- Permanent or casual staff
- Standard, overtime and penalty pay rates.

2. Describe the uses of two different types of rosters.

Full-time rosters - When employees work on a fulltime basis and the

workplace is operational 7 days a week.
Part-time and casual rosters - A separate roster that is introduced for part-
time and casual staff.
Duty rosters - Used to alternate the duties that employees will undertake
during their shift.
Cyclic rosters - Implemented to alternate undesirable shifts between staff.
Shift roster - contains the specific hours that employees are required to work.
A staggered roster - This is where the number of staff or the start times of
staff differ.
Split rosters - Split rosters are used when the organisation require employees
to work over separate periods.

Activity 2B
Estimated Time 15 Minutes

Objective To provide you with an opportunity to recognise how to communicate rosters

to appropriate colleagues within designated timeframes.

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KII4025 Hospitality Operations Assessment 1

1. In addition to sending individuals their personal rosters, who else within

your organisation do you need to communicate rosters with?

It is necessary to communicate rosters with colleagues via e-mail, verbally,

memos, through online software, and meetings.

2. What are the advantages of providing rosters with plenty of notice?

When provided with plenty of notice, the advantages are:

- It helps everyone to plan their time and schedule accordingly.

- It helps employees to report any issue with the shifts and schedules.
- Changes can be made accordingly and in advance.

Activity 3A
Estimated Time 20 Minutes

Objective To provide you with an opportunity to identify how to administer records of

shift time completed by employees or contractors; and maintain staff
rostering records according to organisational procedures.

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KII4025 Hospitality Operations Assessment 1

1. Describe two different methods of establishing the hours worked by

employees.

The two different methods are:

- Using of electronic device for signing in and signing out of work.

- Use of time cards for, arrivals, breaks and leaves.

2. Explain the importance of maintaining staff rostering records.

Maintaining records is important because it can help the organisation protect

itself from industry regulations, maximum working hour and the regularity of
breaks. Also, it can settle disputes among organization and employee while
giving out wages.

Activity 4A
Estimated Time 15 Minutes

Objective To provide you with an opportunity to understand how to monitor

effectiveness of rosters in consultation with colleagues.

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KII4025 Hospitality Operations Assessment 1

1. Describe a minimum of two aspects of rostering of which you ought to

monitor the effectiveness.

Aspects that ought to be monitored are:

- Has the rostering system provided the adequate level of staff at any time?
- Have employees been subjected to working overtime?

2. Provide three examples of negative consequences resulting from

understaffing.

The three examples of negative consequences from understaffing are:

- Increment in missed deadlines.

- Increased expenses from the delayed tasks.
- Decreased customer satisafaction.
(Ref: https://www.insureon.com/blog/risks-for-understaffed-businesses)

Activity 4B
Estimated Time Minutes

Objective To provide you with an opportunity to identify ways in which rosters and
roster development processes may be improved and take appropriate action.

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KII4025 Hospitality Operations Assessment 1

1. How could you alter rosters to reduce the levels of fatigue experienced by
employees?

To reduce the fatigue levels of staffs we must;

- Alter shift patterns.

- Allocating shifts in fairer manner.
- Providing more breaks.
- Increasing or decreasing the number of staff working at certain periods.
- Recruiting new employees.

2. How could roster development processes be improved in order to reduce

understaffing?

Roster development can be improved by:

-Try to reduce fatigue levels of employee.

-Plan ahead.
-Recruit new members and discipline them.
-Provide incentives for regularity and punctuality.
-Combine works of different departments.

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