Who cleans the kitchen and staff areasbetty

STUDENT COPY

Table of Contents ............................................................................................................................................... 2 How Do I Use This Book? ................................................................................................................................. 3 Section 1: Introduction to the Unit of Competency ....................................................................................... 4 Assessment Resource Summary ........................................................................................................................ 4 Section 1: General Instructions to Student ......................................................................................................... 5 General information on Assessment Methods ................................................................................................... 8 Learner Declaration ......................................................................................................................................... 10 Assessment 1 – Case Study.............................................................................................................................. 12 Assessment 1 – Assessor Checklist ................................................................................................................. 15 Assessor Use ONLY ........................................................................................................................................ 15 Assessment 2 – Case Study/Project ................................................................................................................. 18 Template for Performance Report Record ....................................................................................................... 21 Assessment 2 – Assessor Checklist ................................................................................................................. 22 Assessor Use ONLY ........................................................................................................................................ 22 Assessment 3 – Assignment Activity .............................................................................................................. 25

SITXMGT001 – Assessment Booklet –Student copy
Version 4.20 Copyright Pax Institute
CRICOS No. 03152D RTO No. 22207 Page 2 of 28

divided into two sections:

SITXMGT001 – Assessment Booklet –Student copy
Version 4.20 Copyright Pax Institute
CRICOS No. 03152D RTO No. 22207 Page 3 of 28

Students are encouraged to reflect on key observations and issues encountered during their studies to encourage learning. Knowing what you understand or have mastered and identifying where you need to improve the critical skills for successful learning.

Your assessor will give you feedback throughout the duration of the unit you are studying and after assessment results. The feedback given to you will always be to support your achievements and to monitor your progress throughout your studies.

In assessing the competence of individuals, assessors must provide reasonable adjustments to ensure the assessment principles of fairness and flexibility are addressed.

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There are two outcomes for each assessment task level:

S (S) = Satisfactory

▪Should students not reach competency after the re-assessment attempt, they will be re-enrolled in the Unit of Competency

Your assessor will check your work through the antiplagiarism software Plagiarism Checker X

SITXMGT001 – Assessment Booklet –Student copy
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ALL tasks must be completed in Intelligible English. It is preferable that tasks are typed, where this is not possible or where room is provided on a paper for short answers, students must write clearly.

Copy of students work
Students are required to hold a copy of their submitted assessment task prior to their submission to PAX Institute of Education.

Students have the right to access current and accurate records of their participation and results at any time. Students can see their results by requesting the information from their trainer/assessor or can request a copy of records by contacting student administration.

Assessment tasks may be structured with any combination, but not limited to, of:

e)Logbook

Each unit will clearly show

Case Study/Reports/Projects/Research

•Ensure you are clear on the topic. If you are unsure please ask questions to your trainer/assessor.

•In order to achieve satisfactory , ALL questions MUST be answered CORRECTLY •Use a pen. Assessments written in pencil or red pen will not be accepted.

•If your writing is illegible your trainer may request, you to type your written task. You will then

•Do not talk to your classmates. If you are caught talking, you will be asked to leave and your

assessment will not be marked.

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• Allow opportunities for the student to ask questions
Discuss this tool with the student prior to the observation taking place to ensure that the •
student is ready for the observation and in particular that they can prepare for their setting as listed in the tool.

Practical units of competence offer the opportunity for the student to be graded on their competence at each class by what they have prepared and how they have prepared it. For a student to be competent, the student should have demonstrated each task in the Checklist.

I understand what is required to be completed in this assessment. I have been fully informed of the

instructions and I am confident to proceed.

SITXMGT001 Monitor work operations

Assessment 1 – Case Study

Case Scenario 1 – Organising workflow to prevent customer complaints and difficult situations involving at least 6 different contingencies:

It is 10:30 am on Father’s Day and you open for service at mid-day, you are expecting a full house of customers to arrive within 1½ hours for the lunch period.

Just before the beginning of service you received a last-minute call from a customer to inform you that they will be running late by at least half an hour.

SITXMGT001 Monitor work operations

The table of seven begin to demand for their food and their children are getting restless and start to run around the tables, disturbing other clients.

Just before their meals arrive, a gentleman from the table gets up and informs that he cannot wait any longer and has to leave - stating he doesn’t want his meal anymore. This creates tension in the kitchen and they are furious.

SITXMGT001 Monitor work operations

You are to analyse the above scenario and answer the following questions in details.

4.What were the 6 main problems that had arisen at PAX Café on Father’s Day?

5.In your opinion how could the manager and the staff have dealt with each situation better?

9.As the manager, what coaching, and support can you give to the F.O.H to ensure smooth service for the B.O.H.?

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CRICOS No. 03152D RTO No. 22207 Page 14 of 28

Please complete below

SITXMGT001 Monitor work operations

There have been some problems of late in relation to some of the housekeeping services. Because of the size of the hotel, some of the staff members have more than one role and there seem to be too many peak and troughs in terms of workload.

The relevant service staff members are:

oThe hotel and dining room bookings
oPurchase and control of cleaning equipment and chemicals, oGuest room linen and table linen,
oSpecial requests for guests,
oCare of floral and plant décor, for the foyer
oGuest valet and dry cleaning.

The main problem is that Fred and Wilma are not always managing to clean guest rooms and the foyer/sitting rooms after guests check out in time for the arrival of new guests. They sometimes clean rooms that are not required until the following day instead of cleaning the Back to back bookings (guest out at 10am – new guest in at 2pm)

Betty, sometimes books her newly arriving guests into rooms that are currently booked – therefore requiring a back to back clean (B2B).

This puts more pressure on Fred and Wilma to clean the rooms for the turnover before 2pm.

SITXMGT001 – Assessment Booklet –Student copy
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Use a professional font and size like: Times New Roman font size 12

1.What are the main housekeeping problems at the Rock stone?

collaborative outcome?

5.List two opportunities to improve the sustainability of day-to-day operations

SITXMGT001 Monitor work operations

Template for Performance Report Record

This checklist is to be used when assessing the students in the associated task. This checklist is to be completed for each

student. Please refer to separate mapping document for specific details relating to alignment of this task to the unit

Assessment 3 – Assignment Activity

Instructions for students:
This assignment will form part of the assessment for this subject and must be completed in an original and professional manner.

Note: Download the Assessment 3 – Assignment Activity to complete this task.

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Kitchen, Housekeeping, Bar, Front desk, Front of House, Tour desk.

Assignment Activity 2
From the information in Assignment 1, describe their problems that commonly occur and have an impact

(Restaurant, kitchen, bar, outlet, housekeeping, tours etc.)

You may need to design a standard format for this report. This may be submitted in paper based format or

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You may use the format from your workplace if this is relevant.

Assignment Activity 7

SITXMGT001 Monitor work operations

Assessor Use Only