Assessment 1 - Project

This assessment project is to be completed in addition to the learning and assessment activities you complete in class. The project is designed to assess performance outcomes, skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation.

Background Information

Through this assessment, the assessor will be assessing your skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. Your role throughout this assessment will be the HR Manager at the hotel. You will also be working with two employees (your class mate will act as the employees) who are identified as the candidates to take up supervisory roles as part of the organisation's goal to retain high quality experienced staff.

Part 1.

In this part of the project, the employees you have chosen are assumed to have been working in the front office as the Senior Front Office Employees and are expected to be promoted as the Front Office Supervisors. You are required to allocate work to these employees to undertake supervisor position and confirm performance expectations. You are also required to act as a positive role model through individual performance and show support for and commitment to organisational goals in day-to-day work performance.

You are to develop and clearly communicate short, medium and long-term plans and objectives consistent with organisational goals in consultation with these two "to-be" supervisors. Once you prepare the tasks and responsibilities to be delegated to them, you will discuss these with the employees to confirm their understanding.

Hint: Before you start preparing evidence, you must read full case study information, Front Office Supervisor position description, performance management policy and procedure, code of conduct and operation plan given at the end of this assessment. Seek help from your assessor if you don't understand any aspect of the case study.

Task 1

a. Prepare the list of tasks and responsibilities that they need to perform as the Front Officer Supervisor (you can use the job description given in the case study to prepare this)

b. Prepare the at least two short term and long term goals for those two supervisors

c. Meet with the two supervisors (your classmates) to:

• a. Inform their objectives and short term and long term goals
• b. Explain expectations of the front office team
• c. Explain their roles and responsibilities
• d. Explain their main duties/ tasks
• e. Discuss hotel code of conduct to demonstrate the positive and professional behaviour

Use template 1 to record meeting minutes

Your assessor will observe the way you:
• Introduce self and welcome team
• Explain roles and responsibilities of each team members
• Encourage team to take responsibility for their own work
• Communicate clearly
• Present professionally
• Perform as a role model for them
• Support team members effectively
• Interact with them in a positive and professional manner

Part 2.

In this part of the project, the supervisor was assumed to have taken the new role and you are monitoring his/her performance regularly. You are required to monitor the employee and respond to the scenarios identified in each task. Use the information from Part 1 and Case Study information to complete the below tasks.

Task 1

Notes employee's performance
You observed both employees performing very well in some areas for example working long hours to complete the tasks and meeting deadlines etc.

Feedback received that the supervisors are bit confused at times and due to the lack of knowledge and are not supporting the staff fully

Some customers have also complained that sometimes they have to wait at the Reception for more than 20 minutes to speak to the supervisor.

You had a meeting to consult with the team to model and encourage open communication, seek and share information on innovative work practices and obtain feedback on changes to implemented to improve the performance.

Some of the innovative ways you and your team came up with are:

• Having a mirror in the staff room with photos of the team in full uniform around it
• Going down to the front during peak periods thus ensuring the wait time for guests
• Having a weekly quiz on the policies and information to instil the required knowledge to perform well
• Voice training for Front Desk employees as conveys confidence, competence, enthusiasm and knowledge

One supervisor was very happy with the all of the above ideas but another supervisor said that she is not happy with the idea of mirror and weekly quizzes as these changes may be embarrassing for her. She thought that these changes may create a barrier for her to perform her job properly. You will need to rectify her way of thinking and support her to overcome these challenges.

a) Coach (role-play) the supervisors on the identified performance issues and develop team commitment and cooperation with the new innovative ways
b) Delegate the new tasks in a way that does not create a barrier
c) Seek feedback from team members on the proposed changes and any skills development they need

Your assessor will observe that you will:
• Perform as a role model for others
• Support team members effectively
• Treat team with integrity, respect and empathy
• Encourage individual thinking / innovation
• Identify and reward individual team efforts through verbal praise
• Encourage open communication within team
• Represent the team positively
• Identify areas of individual development
• Identify barriers or issues that may prevent completion of duties
• Address identified barriers and issues in a supporting way

Task 2

It has been 3 months after you completed a review on the supervisors and you made the following observations

The supervisors are attending to all customer issues and concerns and brining quick resolution and this has resulted high level of customer satisfaction in a recent survey. They have successfully implemented all the innovative changes and this has resulted in a very happy team environment at the front office. The senior management is hoping to implement some of the innovative ideas in another departments as these ideas have really improved the team cultures. Senior management also decided that

they will reward both supervisors with a family holiday package to New Zealand as way to recognise their efforts in the front office.

a) Provide feedback to both supervisors to reinforce excellence in customer service and recognition for team achievements.

Your assessor will observe that you will:
• Perform as a role model for others
• Support team members effectively
• Treat team with integrity, respect and empathy
• Identify and reward individual team efforts through verbal praise
• Motivate individuals and teams to achieve high performance
• Encourage open communication within team
• Provide recognition and rewards

Attachment:- Book and Additional Information.rar