Assessment Tasks and Instructions

Student Name
Student Number
Course and Code SITXMGT004 Monitor work operations
Unit(s) of Competency and Code(s)
Trainer/Assessor

Assessment for this Unit of Competency Details

Assessment 1 Short Answer Questions
Assessment 2 CASE STUDY
Assessment 3 ROLE PLAYS
Assessment 4 EXERCISES
Assessment conducted in this instance: Assessment 1 2 3 4

Reasonable Adjustment
1. Has reasonable adjustment been applied to this assessment?
No No further information required

Yes Complete 2.
2. Provide details for the requirements and provisions for adjustment of assessment:

Student to complete
My assessor has discussed the adjustments with me
I agree to the adjustments applied to this assessment
Signature Date

2nd Assessor to complete

I agree the adjustments applied to this assessment are reasonable
Name
 Signatur
Date
e
Assessment Guidelines
What will be assessed

Knowledge Evidence
Demonstrated knowledge required to complete the tasks outlined in elements and
performance criteria of this unit:
 work organisation and planning methods appropriate to the industry sector
 leadership and management roles and responsibilities in the relevant industry sector
 operational functions in the relevant industry sector
 procedures and systems to support work operations:
 administration
 health and safety
 human resources
 service standards
 technology
 work practices
 concepts of quality assurance and how it is managed and implemented in the workplace
 sustainability considerations for frontline operational management:
 relationship between operational efficiency and financial sustainability
 ways of minimising waste in the relevant work context
 social responsibilities of the operation
 time management principles and their application to leaders and managers for planning
own work and the work of others
 principles of effective delegation and delegation techniques in a frontline management
context:
 clear communication of what is required
 gaining commitment
 no undue interference
 regular reporting
 selecting the right person
 problem-solving and decision making processes and techniques and their application to
typical workplace issues
 industrial or legislative issues that affect short-term work organisation appropriate to the
industry sector:
 relationship of relevant industrial awards to hours and conditions of work

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 ensuring systems and procedures meet work health and safety requirements

Place/Location where assessment will be conducted

Resource Requirements
Assessment must ensure access to:
 organisational documents and templates
 a team with whom the individual can interact. This can be:
 teams in an industry workplace who are assisted by the individual during the
assessment process; or
individuals who participate in role plays or simulated activities, set up for the purpose of
assessment, in a simulated industry environment operated within a training organisation
Instructions for assessment including WHS requirements
You are required to address all questions to achieve competence. Your trainer will provide you with
instructions for time frames and dates to complete this assessment.
Once completed, carefully read the responses you have provided and check for completeness. Your
trainer will provide you with feedback and the result you have achieved.

Statement of Authenticity
I acknowledge that I understand the requirements to complete the assessment tasks
The assessment process including the provisions for re-submitting and academic appeals
were explained to me and I understand these processes
I understand the consequences of plagiarism and confirm that this is my own work and I
have acknowledged or referenced all sources of information I have used for the purpose of
this assessment

Student Signature: Date: / /202

This assessment: First Attempt  2nd Attempt Extension – Date: / /

RESULT OF ASSESSMENT Satisfactory Not Yet Satisfactory

Feedback to Student:

Assessor(s) Signature(s): Date: / / 202

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 / /
Student Signature Date:

Learner - Assessment instructions

Overview
Prior to commencing the assessments, your trainer/assessor will explain each assessment task and the
terms and conditions relating to the submission of your assessment task. Please consult with your
trainer/assessor if you are unsure of any questions. It is important that you understand and adhere to
the terms and conditions, and address fully each assessment task.
Written work
Assessment tasks are used to measure your understanding and underpinning skills and knowledge of the
overall unit of competency. When undertaking any written assessment tasks, please ensure that you
address the following criteria:
 Address each question including any sub-points
 Demonstrate that you have researched the topic thoroughly
 Cover the topic in a logical, structured manner
 Your assessment tasks are well presented, well referenced and word processed
Active participation
It is a condition of enrolment that you actively participate in your studies. Active participation is
completing all the assessment tasks on time.
Plagiarism
Plagiarism is taking and using someone else's thoughts, writings or inventions and representing them as
your own. Plagiarism is a serious act and may result in a learner’s exclusion from a course. When you
have any doubts about including the work of other authors in your assessment, please consult your
trainer/assessor. The following list outlines some of the activities for which a learner can be accused of
plagiarism:
 Presenting any work by another individual as one's own unintentionally
 Handing in assessments markedly like or copied from another learner
 Presenting the work of another individual or group as their own work
 Handing in assessments without the adequate acknowledgement of sources used,
including
 assessments taken totally or in part from the internet.
If it is identified that you have plagiarised within your assessment, then a meeting will be organised to
discuss this with you, and further action may be taken accordingly.
Collusion
Collusion is the presentation by a learner of an assignment as their own that is, in fact, the result in
whole or in part of unauthorised collaboration with another person or persons. Collusion involves the
cooperation of two or more learners in plagiarism or other forms of academic misconduct and, as such,
both parties are subject to disciplinary action.

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Competency outcome
There are two outcomes of assessments: S = Satisfactory and NS = Not Satisfactory (requires more
training and experience).
Once the learner has completed all the assessments for this unit of competency, the learner will be
awarded “Competent” (C) or “Not Competent” (NC) for the relevant unit of competency.
Confidentiality
The college will treat anything, including information about your job, workplace, employer, with strict
confidence, in accordance with the law. However, you are responsible for ensuring that you do not
provide us with anything regarding any third party including your employer, colleagues, and others, that
they do not consent to the disclosure of. While we may ask you to provide information or details about
aspects of your employer and workplace, you are responsible for obtaining necessary consents and
ensuring that privacy rights and confidentiality obligations are not breached by you in supplying us with
such information.
Assessment appeals process
If you feel that you have been unfairly treated during your assessment, and you are not happy with your
assessment and/or the outcome because of that treatment, you have the right to lodge an appeal. You
must first discuss the issue with your trainer/assessor. If you would like to proceed further with the
request after discussions with your trainer/assessor, you need to lodge your appeal via the complaint
and appeal form which is available on the college website.
Recognised prior learning
Learners will be able to have their previous experience or expertise recognised on request.
Special needs
Learners with special needs should notify their trainer/assessor to request any required adjustments as
soon as possible. This will enable the trainer/assessor to address the identified needs immediately.

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Table of Contents
Knowledge Evidence............................................................................................................................2
Learner - Assessment instructions........................................................................................................4
Knowledge Test 1.................................................................................................................................7
Knowledge Test 1 SHORT ANSWER QUESTIONS...................................................................................8
Q1............................................................................................................................................................8
Q2............................................................................................................................................................8
Q3............................................................................................................................................................8
Q4............................................................................................................................................................8
Q5............................................................................................................................................................8
Q6............................................................................................................................................................9
Q7............................................................................................................................................................9
Q8............................................................................................................................................................9
Q9............................................................................................................................................................9
Q10..........................................................................................................................................................9
Q11..........................................................................................................................................................9
Q12........................................................................................................................................................10
Knowledge Test 2 SHORT ANSWER QUESTIONS..................................................................................10
Q1..........................................................................................................................................................10
Q2..........................................................................................................................................................10
Q3..........................................................................................................................................................10
Q4..........................................................................................................................................................11
Q5..........................................................................................................................................................11
Q6..........................................................................................................................................................11
Q7..........................................................................................................................................................11
Q8..........................................................................................................................................................11
Q9..........................................................................................................................................................12
Q10........................................................................................................................................................12
Q11........................................................................................................................................................12
Q12........................................................................................................................................................12

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 Q13........................................................................................................................................................13
Q14........................................................................................................................................................13

Knowledge Test 1
Instructions For learners:
Please answer the following Knowledge Test questions. You may reference the
learning content and/or conduct your own research.
You must answer all of the questions ensuring sufficient responses to demonstrate
reflection and knowledge of each question.
Responses that are too short or do not sufficiently demonstrate knowledge or
genuine reflection will be marked as incorrect.
You should attempt every question and review your answers before submitting your
work for marking.
Each question is graded out of 1 mark.
When you have completed all questions, you will need to press ‘Save and Submit’ to
send through for grading.
By submitting your work, you are declaring that the material contained within your
submissions is your own material, written and developed by no other person except
where due reference is made. False declarations may lead to withdrawal of any
qualification or subject.
For assessors:
The assessor must consider all aspects of the Unit of Competency (UoC) when
making a judgement. For guidance, sample answer/s and a rubric have been
provided to give clarity on the evidence required and to maintain a consistency of
judgement.
The assessor should offer constructive feedback across the assessment. In the first
instance, if insufficient evidence to meet criteria is presented, the assessor must
offer feedback and allow the learner the opportunity to resubmit.
Feedback comments must be provided in red text.

Range and conditions  Online

 Learners must work through this assessment independently

Decision-making rules Learners must answer all of the questions ensuring sufficient responses to
demonstrate the required skills and underpinning knowledge to complete each
question. All answers must be correct to be assessed as ‘Competent’ (C).
Answers will be assessed against prescribed marking criteria.
Where a learner is assessed as ‘Not Yet Competent’ (NYC), they will be provided an
opportunity to resubmit their work at a later date.

Pre-approved reasonable There are no pre-approved adjustments for this assessment. Adjustments will be
adjustments made on a case by case basis. The assessor must record details on the student’s
profile record.

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 Rubric A rubric has been assigned for each question. As a principle, the assigned mark will
be zero if a learner gives a response that:
 is blank
 does not attempt to answer the assigned question (e.g., responds: ‘I don’t
know’).

Knowledge Test 1 SHORT ANSWER QUESTIONS

Q1. List four (3) examples of work organisation and planning methods generally applicable to the
hospitality industry.

 Shift scheduling
 Inventory management
 Staff training programs
Q2. What are three (3) examples of commonly agreed and accepted ‘roles and responsibilities’ of
supervisors and management in hospitality?

 Overseeing daily operations

 Ensuring staff compliance with standards
 Handling customer complaints
Q3. What are three (3) examples of activities that a manager may undertake when ‘leading’ a team
or organisation in the hospitality industry?

 Motivating and engaging staff

 Setting performance goals
 Conducting team meetings
Q4. What are three (3) examples of ‘operational functions’ in the hospitality industry?

Front Desk Operations

Food and beverage service

Housekeeping

Q5. What are three (3) examples of how ‘administration’ procedures and systems might support
work operations in an organisation?

Scheduling staff shifts

Processing payroll

Managing inventory records

Q6. What are three (3) examples of how ‘health and safety’ procedures and systems might support
work operations in an organisation?

Implementing safety protocols

Conducting regular safety training

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 Performing risk assessments

Q7. What are three (3) examples of how ‘human resources’ procedures and systems might support
work operations in an organisation?

Recruitment and hiring

Employee performing evaluations

Conflict resolution

Q8. What are three (3) examples of how ‘service standards’ procedures and systems might support
work operations in an organisation?

Standard operating procedures for service

Customer feedback systems

Quality control checks

Q9. What are three (3) examples of how ‘technology’ procedures and systems might support work
operations in an organisation?

Point-of-sale systems

Reservation and booking software

Inventory management systems

Q10. What are three (3) examples of how ‘work practices’ procedures and systems might support
work operations in an organisation?

Standard operating procedures

Time management techniques

Workflow optimization

Q11. In your own words explain what you believe is meant by ‘quality assurance’.

Quality assurance involves systematic processes to ensure that products or services meet established standards
and requirements, focusing on continuous improvement and customer satisfaction.

Q12. What are three (3) examples of actions a business may take to facilitate the management and
implementation of its QA program?

Conducting regular audits

Providing staff training on QA procedure

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 Implementing feedback mechanisms

Knowledge Test 2 SHORT ANSWER QUESTIONS

Q1. Give three (3) reasons to illustrate why there is a need for frontline operational management to
be aware of and consider the relationship between the operational efficiency of their area and the
financial sustainability of the business?

Efficient operations reduce costs and increase profitability.

Effective resource management leads to better financial control.

High operational standards enhance customer satisfaction and retention, impacting revenue.

Q2. What are three (3) examples of generic, practical steps a department, area or revenue centre
might take to minimise the waste it creates?

Reducing overproduction

Implementing recycling programs

Efficiently managing inventory to avoid spoilage

Q3. What are three (3) reasons frontline managers need to take into account the social
responsibilities of the organisation when they make their operating decisions?

To uphold the company's reputation and ethical standards.

To comply with legal and regulatory requirements.

To ensure a positive impact on the community and environment.

Q4. What are three (3) examples of time management principles and practices that managers might
adopt?

Prioritizing tasks based on urgency and importance.

Using scheduling tools and calendars.

Delegating tasks effectively to team members.

Q5. What are three (3) examples of delegation principles and techniques a manager should apply in
their day-to-day work?

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 Clearly defining tasks and expectations.

Matching tasks to employees' skills and strengths.

Providing adequate resources and support.

Q6. Give three (3) reasons to illustrate why it is necessary to clearly communicate what is required to
a person to whom a job is to be delegated.

To ensure the task is completed as expected.

To avoid confusion and misunderstandings.

To enable the delegate to meet deadlines and performance standards.

Q7. What are three (3) reasons you need to gain commitment from the person to whom a job is to
be delegated?

To ensure they are motivated and engaged.

To increase the likelihood of successful task completion.

To foster a sense of responsibility and ownership.

Q8. Give three (3) reasons it is vital you do not ‘unduly interfere’ with a person to whom you have
delegated a job/task.

To respect their autonomy and authority.

To avoid micromanaging and demotivating them.

To allow them to develop their skills and confidence.

Q9. What are three (3) reasons you should schedule some regular reporting times and/or
mechanisms into the tasks you delegate?

To monitor progress and address issues early.

To provide feedback and support.

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 To ensure alignment with goals and expectations.

Q10. What are three (3) factors to consider when selecting the ‘right person for the job’ when you
want to delegate a task?

Their skills and experience relevant to the task.

Their availability and workload.

Their interest and willingness to take on the task.

Q11. Complete the table below by identifying the three (3) steps in the basic three-step problem-
solving and decision-making model, and explaining how you might apply them in a typical workplace
setting:

Identification of the three steps Explanation of how to implement each step

Identification of the three steps Explanation of how to implement each step

(a) Identify the problem Determine the issue by gathering information and analyzing
the situation. For example, if a kitchen is experiencing
delays, review the workflow and staff performance.

(b) Develop potential solutions Brainstorm and evaluate possible solutions to address the
problem. For instance, consider changes in staffing or
workflow adjustments.

(c) Implement and evaluate solutions Choose the best solution, apply it, and assess its
effectiveness. Monitor the kitchen's performance post-
implementation to ensure improvements are made.

Q12. What are three (3) examples of industrial and/or legislative issues affecting short-term work
organisation that managers need to be aware of?

Compliance with workplace health and safety regulations.

Adherence to labor laws and wage regulations.

Ensuring proper working conditions and employee rights.

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Q13. Provide three (3) examples to illustrate the nature of the relationship between an industrial
Award and hours and conditions of work.

Specifies maximum working hours per week.

Defines minimum wage rates and overtime pay.

Outlines conditions for breaks and rest periods.

Q14. What are (3) actions a manager might take to ensure their systems and procedures comply with
WHS obligations?

Regularly review and update WHS policies and procedures.

Conduct staff training on WHS requirements.

Implement regular safety audits and risk assessments.

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