SITXMGT001 Monitor Work Operations :
Instructions to the student:
- Complete ALL questions of the written assessment as per instructed by your trainer/assessor.
- Ensure you read the question carefully.
- If you have difficulty answering the question, you must at least make an attempt to answer it.
Monitor efficiency and service levels
Q1. Name five things you would consider to be good service in a restaurant from a waiter’s point of view:
Q2. Name five things you would consider to be good service in a restaurant from a chef’s point of view:
Q3. Name five things you would consider to be good service from an accommodation point of view:
Support organisational goals
Q4. If a business has quality goals which they would like to achieve, how can management support staff to achieve these goals?
Identify quality problems
Q5. Guest comment cards are very common in hotels and restaurants as part of a quality assurance system. Identify three quality problems that you might expect to identify through guest comment cards:
Adjust procedures and systems in consultation to improve efficiency and effectiveness
Q6. It has been identified through guest comment cards that a common comment was that the hot meals were only warm and not hot.
Who would you consult about these guest comments? How could you work with those consulted to make adjustments to fix the issue?
Consult and get feedback
Q7. After visiting a hospitality trade show, you decide that your restaurant would benefit from the introduction of a new computer-based POS (Point of Sale) system for taking guests’ orders.
- Conduct a pilot test:
Identify and take opportunities to evaluate
Q8. How does attending hospitality trade shows help us identify industry trends?
Q9. What feedback processes could be used to identify industry trends?
Assess current workloads of colleagues
Q10. Identify two ways to assess the current workload of a staff member:
Schedule work to enhance efficiency and service
Q11. Put these four tasks in the scheduled order:
Q12. How is a diary used to schedule your work tasks?
Q13. Complete this sentence:
You can delegate the task, but not the _______________________________
Q14. Name three principles of good delegation:
Q15. Name three advantages of good delegation:
Q16. In what way can delegation act as a learning tool for those being delegated work?
Assess workflow and progress of work
Q17. The student resource says that a written plan or checklist should have timelines included in it.
Explain what is meant by the term ‘Timeline’ in a plan or checklist:
Prioritisation of workload
Q18. Put these four categories of time management in order of urgency putting the highest priority task first:
Urgent – not important
Urgent – and important
Not Urgent – not important
Important – not urgent
Q19. How is a ‘To do’ list used to schedule your work tasks?
Input regarding staffing levels
Q20. Name three indicators that staff is having trouble coping with the workload:
Q21. Name three indicators that staff do not have enough work to do:
Q22. Name two legal issues which a Manager must keep in mind and comply with when running a hospitality business and monitoring work operations:
|Written Assessment Record|
|SITXMGT001||Monitor work operations|
|Element 1||Monitor and improve workplace operations|
|Element 2||Plan and organise workflow|
|Element 3||Monitor and support team members|
|Element 4||Solve problems and make decisions|
|Has the student satisfactorily completed all areas of this assessment?|
|Which areas of this assessment has the student NOT completed satisfactorily?|
|Assessor’s name and signature:|