SITXMGT001 Monitor work operations

Learner Assessment Pack

V2.2 July 2019

Question 1: Stages for Monitoring work operations

Determining aspects that adversely affect work performance and developing a suitable strategy for addressing prevailing problems

Comparing projected and actual performance on a daily basis

Developing a suitable method of measuring desired performance, for instance through the use of KPIs, to facilitate establishment of an appropriate system for monitoring actual performance on daily basis

Question 2: A weekly monitoring of staff’s performance is suitable because it allows sufficient time for collection of adequate data for accurate evaluations.

Question 3: Establishment of a suitable monitoring system is a great strategy for encouraging proper implementation of workflows to increase chances of realizing organizational objectives and goals.

Question 4: 3 ways to identify quality problems in service include the following:

The use of Cause and Effect Diagrams to track and trace origin of problems

Conducting SWOT analysis to determine the firm’s strengths, weaknesses, opportunities and threats, thus revealing areas of laxity that significantly influence service quality

Conducting regular customer surveys and reviewing their feedback to understand their levels of satisfaction or dissatisfaction and reasons behind them

Question 5: Processes for resolving quality issues in the hospitality industry include the following

Performance assessment and evaluation

Conducting job rotation

Using mentorship and coaching

Motivating employees and providing all the necessary resources

Question 6: A culture of innovative thinking and open communication promotes efficiency and better performance by encouraging workforce to express challenges and problems they face at their work place while providing their suggestions, opinions and ideas for addressing such issues. Accordingly, appropriate counter measures that favor most of the employees are designed and adopted.

Question 7: 3 ways to spot present and emerging trends in the hospitality industry entail the following

Market research

Expanding networks to gain insightful information about current and emerging trends

Use relevant tools such as the internet and search engines like Google and social media, for instance Twitter

Question 8: Sustainability considerations

Relationship between operational efficiency and financial sustainability is a strive to ensure that suitable and efficient processes that attract continued income are embraced

Ways of minimizing waste in an operation or process are strategies for ensuring maximum utilization of available resources

Social responsibilities of the operation is a focus on ensuring support and protection of local communities

Question 9: Logical, well defined workflow

Helps in developing and aligning workforce in a suitable direction to increase chances of realizing business objectives and goals

Facilitates better monitoring, analysis, evaluation and improvement of work processes

Facilitates better understanding of all relevant work activities, procedures to be followed, required time and assigned employees, thus increasing chances of successful accomplishment of tasks

Question 10: benefits of efficient and effective workflow

Promotes timely identification and resolution of problems

Facilitates timely and successful accomplishment of all relevant tasks

Ensures maximum utilization of available resources and time while discouraging confusions

Question 11: Job delegation process

Determining and assigning a suitable person the job

Confirming that the person understands the job, is committed and ready to handle the job

Monitoring and evaluating progress as well as providing necessary advice and assistance

Question 12: Developing a Gantt chart

Develop appropriate timelines to ensure proper allocation of sufficient time for every task

Acquire all vital data and information

Develop adequate understanding of work breakdown in the firm

Question 13: Functions of coaches and mentors

Acting as motivators for workforce to encourage them in exploring and maximizing their skills, knowledge and capabilities

Provide assistance and advice where necessary for better job performance

Instruct and guide workers in the right and appropriate strategies for accomplishing their jobs and developing their careers

Question 14: Providing guidance and feedback to staff is done through

Conducting performance appraisals and providing final evaluations

Conduction one-on-one rather than public conversations and discussions with employees

Being a good listener by allowing staff some time to express their concerns, opinions and desires

Question 15: Impact of implementing new workflow

A need to develop and motivate staff to adopt new roles

A change in job description, hence the change in necessary resources and time

Question 16: Aspects of staff behavior/productivity to monitor

Productivity levels

Their degree of satisfaction or dissatisfaction on their job

Their interpersonal and communication skills

Employees’ need for recognition and appreciation

Their perception and conducts in teamwork

Question 17: Signs of performance problems

Poor quality of products and services

Decline in performance of employees

Low engagement, poor motivation and loss of moral among staff

Rise in the rate of absenteeism

High-employee turnover

Question 18: Sharing what a staff knows with other members improves performance of a business because it encourages and motivates other workers to handle their jobs well after gaining insightful information on how other workmates work as well as instilling additional skills and knowledge.

Question 19: To ensure effective brainstorming

Do not limit ideas

Encourage visualization of ideas

Remaining focused on the chosen topic

Question 20: Workplace records and documents

Minutes on meetings

Financial records

Personal data and information about current employees

Question 21: Customer service problems

Delayed services

Lack of communication courtesy and etiquette

Rude and unprofessional conducts

Inadequacy of vital skills and knowledge

Failure to adhere to company promises

Question 22: Management issues

Poor communication

Poor interpersonal and teamwork skills

Unmotivated employees

Poor staff performance

Absenteeism

Question 23: No record of booking

The immediate response is to apologize to the client and strive to find room for the customer either in the facility or by referring and even transporting them to a nearby facility.

Question 24: A long-term action to take is to determine and embrace suitable strategies for avoiding repetition of similar mistakes. Accordingly, proper training and development of staff, adoption of better booking software or development of existing one could be adopted depending on the origin of the previous problem.

Question 25: Involving staff in decision making allows an organization to determine and embrace the most suitable operating processes and effective problem-solving techniques.

Question 26: Encouraging personal problem-solving

What could be the cause of this problem?

How could you like the problem to be addressed?

Question 27: Decisions should be reviewed very often, for instance on a weekly basis, to ensure they are still effective and minimize negative consequences of ineffective ones.

Question 28: The practice of paying additional wages to staff who work overtime as well as hourly staff affects how supervisors roster staff. Complyright.com (https://www.complyright.com/employee-time-pay/common-time-and-pay-scenarios-employers-get-wrong) provides vital information about workers who are paid on hourly basis.

Question 29: Detailed procedures and adequate information on health and safety practices should be readily available.

Question 30:

Waiter Welcomes and serves restaurant quests, maintain a clean and orderly restaurant

Stores clerk Receives, stores and issues raw materials to be used in the hotel

Guest Relations Manager Welcomes hotel guests, ensure their wellbeing, address their issues and challenges and offer necessary advise

Front Desk Manager Manages operations of the reception to ensure proper bookings, check-ins and check-outs of guests

Question 31: Principles of time management

Prioritize activities on basis of logical sequence, urgency, value and other relevant aspects

Concentrate and commit all efforts and energy on current tasks

Determine, develop and focus on your goals

Manage your energy to remain efficient throughout work hours