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Assessment Details Qualification Code/Title Assessment Type Assessment Task 2 Time allowed Due Date Location Term / Year Unit of Competency National Code/Title SITXHRM006 Monitor staff performance Student Details Student Name Student ID IIE Student Declaration: I declare that the work submitted is my own, and has not been copied or plagiarised from any person or source. Signature: Date: Assessor’s Name RESULTS (Please Circle) ☐SATISFACTORY ☐NOT SATISFACTORY Feedback to student: Assessor Declaration *If Student is Not Satisfactory Reassessment Required ☐ Yes ☐ No Assessor Declaration: I declare that I have conducted a fair, valid, reliable and flexible assessment with this student, and I have provided appropriate feedback. Signature : Date:
Is This Theory Only Task ☐ Yes ☐ No
Have student already completed practical/ Vocational Placement
Component? ☐ Yes ☐ No
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
Instructions to the Candidates ❖ This assessment is to be completed according to the instructions given below in this document. ❖ Should you not answer the tasks correctly, you will be given feedback on the results and gaps in knowledge. You will be entitled to one (1) resubmit in showing your competence with this unit. ❖ If you are not sure about any aspect of this assessment, please ask for clarification from your assessor. ❖ Please refer to the College re-submission and re-sit policy for more information. ❖ If you have questions and other concerns that may affect your performance in the Assessment, please inform the assessor immediately. ❖ Please read the Tasks carefully then complete all Tasks. ❖ To be deemed competent for this unit you must achieve a satisfactory result with tasks of this Assessment along with a satisfactory result for another Assessment. ❖ This is an Open book assessment which you will do in your own time but complete in the time designated by your assessor. Remember, that it must be your own work and if you use other sources then you must reference these appropriately ❖ Submitted document must follow the given criteria. Font must be Times New Roman, Font size need to be 12, line spacing has to be Single line and Footer of submitted document must include Student ID, Student Name and Page Number. Document must be printed double sided. ❖ This is Individual Assessments. Once you have completed the assessment, please provide the Hard copy of the Assessments to your Trainer/ Assessor. ❖ Plagiarism is copying someone else’s work and submitting it as your own. Any Plagiarism will result in a mark of Not Satisfactory.
Assessment Task 2: Staff performance project
Information for students
In this task, you are required to evaluate staff performance and then conduct an education and training session to support and enhance their ongoing performance. You will need access to:
● your learning resources and other information for reference
● your Team Performance Appraisal A ● your Team Performance Appraisal B ● your Team Performance Appraisal C ● your Performance Appraisal Giselle © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
Assessment information Information about how you should complete this assessment can be found in Appendix A of the Hospitality Works Student User Guide. Refer to the appendix for information on:
● where this task should be completed
● how your assessment should be submitted.
Note : You must complete and submit an assessment cover sheet with your work. A template is provided in Appendix B of the Student User Guide. However, if your RTO has provided you with an assessment cover sheet, please ensure that you use that. © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
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Activities Complete the following activities.
- Carefully read the following scenario You have recently been appointed the Human Resources Manager of a health resort and convention centre in the Blue Mountains, near Sydney. The resort, Blue Healer Spa, is made up of five areas: catering, wellness, meeting rooms, accommodation, and administration. Each area has its own full-time manager. The kitchen is large enough to feed over 100 people three meals each day. There are four full-time kitchen staff, and the rest of the staff are hired on a casual basis to cater for functions and retreats. There is accommodation for 80 people in twin and double rooms. Surrounding hotels provide further accommodation when needed. There are four meeting rooms of various sizes, and these can be opened up to make one large room for functions such as weddings and courses. There is also a service area where computers and printers can be accessed. The wellness area has two saunas, a steam room, three warm water spas, four massage rooms and four consultation rooms where naturopathic consultations and facial treatments are performed. The spa runs continuously, mostly due to locals visiting, whether a course is running or not. Reception includes the front desk and the office where the accounts are done, and records kept. It is an open plan office with 5 staff workstations. Most staff prefer to work with their own laptops, connected to the larger computer screens. As Human Resources Manager, you have been given responsibility for assessing each staff member’s individual needs and ensure that these are met. You recognise that staff working in each area of the hotel require different customer service skills and have decided to begin with the front desk staff. Your predecessor had recently completed policies and procedures covering customer service and performance management. One of your tasks as HR Manager will be to introduce these to the staff. Your predecessor has performed regular staff performance appraisals and collated these in Team Performance appraisals. Only one more staff appraisal needs to be done to complete the latest round of reviews. Your predecessor has already entered the objective performance data into the employee’s Performance Appraisal Template and the latest Team Performance Appraisal.
- Conduct a structured performance appraisal on Terry (your assessor) Begin by reviewing, and printing out Performance Appraisal Terry Review the Performance Management Policy and Procedures to determine how © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
the relevant company documents.
- Conduct an education and training session with staff (your assessor) You are required to conduct a staff training session based on the Blue Healer Spa documents that you have reviewed. Prior to conducting the meeting, make sure that you practice your delivery, so you are well prepared. You will be assessed on your presentation technique as well as the content of your presentation. The training session will be an opportunity for you to provide supportive feedback and guidance to the staff with the goal of improving their standards of performance. During the meeting, you are required to:
● Explain to the staff how to use the Customer Service Policy and Procedures to
enhance their work performance.
● Inform staff about the standards of performance that are expected of them.
Ask them for their opinion on these standards.
● Ensure that they are all familiar with the staff Code of Conduct and use it to
guide their work at Blue Healer Spa.
● Explain how the Performance Management Policy and Procedures will guide
the way that their performance will be evaluated in the future.
● Discuss the rewards that are being offered for outstanding performance.
● Discuss the individual performance evaluations you have made and ensure
that they agree with your findings.
● Select at least one staff member who, in your evaluation, has consistently
achieved outstanding performance, and provide them with an appropriate reward from the Performance Management Policy and Procedures.
● Ask whether they feel that they need further coaching or training in any areas.
During the meeting, you will need to demonstrate effective communication skills including:
● Speaking clearly and concisely
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
● Using non-verbal communication to assist with understanding
● Asking questions to identify required information
● Responding to questions as required.
- Send an email to the Administration Manager You must now send an email to the staff’s Line Manager as part of the follow up from the training session. ANS: Subject: Follow-up from Training Session Dear Gary, I hope this email finds you well. I wanted to provide a quick follow-up regarding the recent training session that our team attended at Blue Healer Spa. The training session was highly informative and engaging, and I believe it provided us with valuable insights and skills that will directly contribute to enhancing our standards of performance at the health resort and convention centre. The content covered was not only relevant but also well-presented, making it easy for us to grasp and apply the concepts in our daily tasks within the spa environment. As the Line Manager, I wanted to share some of the key takeaways from the training: Customer Experience Enhancement: The training emphasized the importance of creating memorable and personalized experiences for our guests, focusing on their well-being and satisfaction throughout their stay. Effective Communication in a Spa Setting: We learned strategies for clear and compassionate communication with guests, as well as effective communication among our spa team members, ensuring seamless operations and a harmonious environment. Health and Safety Protocols: The training provided us with updated information © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
- Write a performance management report As set out in the Performance Management Policy and Procedures, you are required to document the reward(s) given for outstanding performance. The report should include the information as set out in the policy and procedures and filed as required. Performance Management Report © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
Performance Management Report - Outstanding Performance Recognition Performance Context: The purpose of this report is to document the recognition and rewards provided to these employees for consistently demonstrating outstanding performance in accordance with the Blue Healer Spa's Performance Management Policy and Procedures. Performance Management Report: All employees receive an annual incremental increase in their salaries as per their employment contracts. However, where an employee's performance consistently and significantly exceeds the agreed performance indicators, a greater increase may be negotiated. This only applies to the annual performance review. All rewards for outstanding performance by employees be documented. The rewarded to staff is rewarded with the following to motivate them for the future: - Recognition and Rewards: In appreciation of Terry’s exceptional contributions to customer service, they have been awarded a complimentary meal at the restaurant. As a testament to Giselle's commitment to promoting well-being and a positive atmosphere, they are granted a voucher for a day spa experience. Barbara will have the opportunity to participate in fitness or wellness classes, further acknowledging their dedication to a holistic approach to health. © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
© International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
Assessment Task 2: Checklist Student’s name: Did the student: Completed successfully? Comments Yes No Inform staff members about the standards of performance that are expected of them? Monitor staff performance by conducting regular performance appraisals and by having direct contact with staff? During the performance appraisal with Terry, demonstrate effective communication skills including:
● Speaking clearly and concisely
● Using non-verbal communication to
assist with understanding
● Asking questions to identify required
information
● Responding to questions as required
● Using active listening techniques to
confirm understanding Provide staff with guidance and support to improve their customer service performance? Give recognition and rewards for staff members’ outstanding performance? Determine whether any further coaching or training is required for the staff and, if there is, organise that it be carried out? © International Institute of Education RTO:45150 | CRICOS:03838G File Name: SITXHRM006 Student Revised Date:
