Assessment Details

Qualification Code/Title ☐Advanced Diploma Of Hospitality

Assessment Type Assessment – 1 Time allowed 2 Week
Due Date Location SCCM Term / Year T-

Unit of Competency
National Code/Title SITXHRM006Monitor staff performance
Student Name Student ID

Student Declaration: I declare that the work submitted is my own Signature: ____________________________
and has not been copied or plagiarised from any person or source. Date: _____/_/_________

Assessor Details
Assessor’s Name
RESULTS (Please Circle) ☐SATISFACTORY ☐NOT SATISFACTORY
Feedback to student:

*If Student is Not Satisfactory Assessor Declaration: I declare that I have conducted a fair,
Reassessment Required ☐ Yes ☐ No valid, reliable and flexible assessment with this student, and I
Comment: have provided appropriate feedback.

Signature: ________________________
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 must 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. SCCM uses Safe Assign Plagiarism Checker to check the originality of the student assessment. Student must
be aware of and understand the SCCM’s policy on plagiarism and certify that this assignment is their own work, except
where indicated by referencing, and that student have followed the good academic practices noted above.
Assessment Task 2: Staff performance project
Task summary

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 You are required to evaluate staff performance and then conduct an education and training session to
support and enhance your ongoing performance.
This assessment is to be completed in the simulated work environment in the RTO.

Required
 Access to textbooks and other learning materials
 Computer with Microsoft Office and internet access
 Team Performance Appraisal A
 Team Performance Appraisal B
 Team Performance Appraisal C
 Performance Appraisal Giselle
 Performance Appraisal Terry
 Code of Conduct
 Customer Service Policy and Procedures
 Performance Management Policy and Procedures
 Quiet area for roleplay

Timing
Your assessor will advise you of the due date of these submissions.

Submit
 Email to the Administration Manager
 Performance Management Report

Assessment criteria
For your performance to be deemed satisfactory in this assessment task, you must satisfactorily address
all of the assessment criteria. If part of this task is not satisfactorily completed, you will be asked to
complete further assessment to demonstrate competence.

Resubmission opportunities
You will be provided feedback on your performance by the assessor. The feedback will indicate if you
have satisfactorily addressed the requirements of each part of this task.
If any parts of the task are not satisfactorily completed, the assessor will explain why, and provide you
with written feedback along with guidance on what you must undertake to demonstrate satisfactory
performance. Reassessment attempt(s) will be arranged at a later time and date.
You have the right to appeal the outcome of assessment decisions if you feel that you have been dealt
with unfairly or have other appropriate grounds for an appeal.
You are encouraged to consult with the assessor prior to attempting this task if you do not understand any
part of this task or if you have any learning issues or needs that may hinder you when attempting any part
of the assessment.

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 Assessment Task 2: Instructions as provided to students
Complete the following activities:

1. 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.

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 2. 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 you should
carry out the appraisal.
Hold a meeting with Terry. It should not take longer than about 15 minutes.
Discuss each section with the employee, taking notes in the Performance Appraisal Terry.
During the meeting, you will need to 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.

When the appraisal has been completed, submit the completed Performance Appraisal Terry
and submit it to your assessor.

3. Prepare for an education and training session with staff.

Begin by reviewing the following company documents that had been maintained by your
predecessor:

 Team Performance Appraisal A

 Team Performance Appraisal B

 Team Performance Appraisal C

 Code of Conduct

 Customer Service Policy and Procedures

 Performance Management Policy and Procedures

Use the Team Performance Appraisals to conduct individual performance evaluations on each
staff member.
In the next activity you will be required to carry out an education and training session for staff
that is relevant to the evaluations you have made. Use the internet to research presentation
methods that will assist with the staff’s understanding of all the relevant company documents.

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 4. 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

 Using non-verbal communication to assist with understanding

 Asking questions to identify required information

 Responding to questions as required.

5. 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.

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 6. 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.

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 Assessment Task 2 Checklist
Student’s name:
Completed
successfully? Comments
Did the student: 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?
Implement performance management systems as set out in the ☐ ☐
Performance Management Policy and Procedures?
Conduct evaluations of the office staff’s individual performance and ☐ ☐
discuss these openly and fairly?
Complete a performance management record and file it as required in ☐ ☐
the Performance Management Policy and Procedures?
Task outcome:  Satisfactory  Not satisfactory
Assessor signature:
Assessor name:
Date:

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