Can help them prioritise their job tasks and workload

Assessor Use Only
Assessment Items		Result
Task 1	Knowledge Test	S	NS
Task 2	Project	S	NS
Final Result for this unit		C	NYC

Assessor’s Final Comments

Procedure

Answer all the questions.

Question 2

List 3 ways to identify quality problems with your service.
1.

Sustainability is usually associated with the environment, however it can also refer to the operations of a business. Other than environment, what are the 2 other areas of operational sustainability?
1.

List 3 business benefits of having an efficient and effective workflow?
1.

Question 14

How can simply sharing what you know to staff members improve the performance of the business?

List 4 principles of time management.
1.

Assessment Instructions

Read the following case studies and address each question and/or task for each case study.

You must submit:

For case study 1 Report to present to the management.

The itinerary which was in place for the current 1 day island wilderness trip included:

Central Station including Wanggoolba Creek boardwalk
The Pinnacles Coloured Sands – learn of the Butchulla legends surrounding them.

Inclusions:

The main issues which have been identified by the partners of Green Tour Excursions for the particular tour included:

On 3 out 10 tours the 4-wheel drive tourist vehicle ran out of fuel which resulted in a 1 hour shortfall of the trip on each occasion.
There were 4 claims from customers who claimed they felt unwell or sick after consuming the BBQ picnic lunch which includes a small steak, sausages, 2 different salads and bread and butter.
There are increasingly complaints from drivers of the vehicles that their days are too long given that they are required to prepare their vehicles post and before each trip which could potentially breach WHS requirements and entitlements.

Describe how you would monitor the work hours of the driver/tour guide and the efficiency involved in those hours – this would also mean you need to identify relevant problems associated with adjusting staff levels to attain the requested improvement
Show what consultative process was used to allow for procedures and systems (including rosters new or amended service provisions) to be adjusted. Show that in this area, quality assurances can be given so that customers will not be affected and indicate the time frame involved in your changes

Case Study 2

Elena, the front office clerk has asked you for an urgent appointment to see you. On arrival to the meeting, Elena explains to you that her supervisor in front office frequently makes silent offensive remarks and has stalked her on multiple occasions after work. It also seems that he rosters her for the same shifts when he is rostered on.

After the investigation you have decided the complaint is true. Complete the disciplinary form for the supervisor.
What training will you provide to staff to emphasise that harassment will not be tolerated.

During the 4 week period the hotel had 12 complaints related to delays in meal service, 16 complaints relating to poor or average quality of meals. A brief conversation with sous-chef and head chef have indicated that the access to and lack of capacity of some equipment are some of the main issues they are facing.

In front of-house (F&B) the same staff has been rostered on the periodic schedule as usual, and staff does not think there are any issues.

Prepare a staff performance report for your management, explaining the issues and solutions.

What are the implications for all existing staff as a result and how will you provide for overcoming these?