ASSESSMENT Explain what a SMART target.

1. Explain what a SMART target is.
2. Name five ways in which an organization can achieve their goals.
3. What is the purpose of an operational plan?
4. What is typically included in a performance appraisal and who is involved in this process?
5. Choose three work tasks and relevant KPI’s for a wait person in a very casual restaurant/bistro.
Waitperson
Work Tasks KPI’s

6. How can team work and team meetings assist in continuous improvement in the day to day operations of an operation?
7. Describe three ways staff members can implement sustainability in the work place?
8. As a manager, how would you be able to assist your employees in prioritizing their work load?
9. Delegation is a useful management tool when done appropriately. Discuss this statement.
10. Rewarding and praising staff is really important. Why?
11. What you take into consideration when rostering staff?
12. Which times of the year require accurate staffing needs?
13. Create a training analysis chart for your staff. This analysis should include five different staff members. Please use a table in which to set out all the information.
14. What is fair and equal performance appraisal? Name five underpinning principles.
15. What are the benefits of feedback which you give to each staff member?
16. Why do we document and store details of feedback and performance appraisals?
17. Do you think it is important to include staff in discussions with regard to work practices and the monitoring thereof? If so, what techniques could be used when including staff and how would they contribute to decisions which are made?
18. Once you have found solutions for better practices in a work place, how can we monitor the effectiveness thereof?
19. Once we have monitored any area of the work place, including the new solutions and we find they are not working, what action could you take?
20. Name five monitoring systems business can use?
21. What is an operational plan and what external and internal factors can affect the operations process?
22. How can workers establish which standards, benchmarks and performance expectations their organisations expect?
23. If you notice there is something in your section which is not working, what can you do to change/arrest this situation?
24. Explain why you think it is important for workers to take ownership of their own work tasks and ensure they receive the correct feedback with which to fulfil their roles. If the workers do not receive feedback, how would this feel?
25. Name two laws which affect work organisations in hospitality, tourism and event industries.
26. Make three suggestions as to how we can avoid paper waste in our business.
27. How does good team work effect the workplace?

CASE STUDY 1
Taste Deli is a large bistro type restaurant, situated in the manufacturing district of Brisbane. The business is owed by Sandy McFarlane who has been in the restaurant game for about 20 years.
Some time ago, he had a change of chef and he is really concerned that the bistro is not doing as well as it should and when he did some checking of the different areas of the business, he discovered that there were quite a few problems – mostly due to wastage and staff disorganization.
He uncovered the following problems:
• The manager he has employed for many years is taking time off regularly and this has affected the staff.
• The chef is not ordering stock as he should and seems to be ordering as he goes, which is good from a turnover of stock point of view, but is a more expensive way of stocking the kitchen. Because of this, the standard of service drops as the kitchen staff are sometimes waiting for ingredients with which to make food in order to complete the orders .
• The staff are not working as a team as they do not have a leader when the manager is away from the Bistro.
• Customer numbers are dropping
Sandy has not had a staff meeting for a while, so he calls one and tells his staff what he has discovered and asks for their input in order to correct these problems. Unfortunately, they all blame the manager and the fact that they do not have a leader and then they turn on the chef and suggest he is lazy. Sandy leaves the meeting with nothing resolved and needs to have a good think on how to resolve all these issues if he is to get the bistro onto an even keel.
Questions:
1. What changes should Sandy make?
2. What planning and monitoring should he employ?
3. Should training be part of the new plan and if so, why?
4. How can he encourage the staff to work as a team and as a result improve the whole situation?

CASE STUDY 2:
As a manager at Café royal Restaurant you are required to organize your floor and bar staff to ensure the smooth running of service at all times. Nevertheless the hospitality industry is always full of surprises.
One Sunday afternoon of Mother’s Day, your restaurant is fully booked. You are expecting a full house of customers to arrive within 1½ hours for the lunch period. At the last minute a table of seven phoned to inform you that they are delayed and will not be there for at least half an hour. As time goes by the table of seven arrive and being a lovely sunny day, suggest that they would like to sit outside. ‘This is fine’ the manager replies and sets their table up outside. During this time more and more tables arrive for their bookings, some tables arrive early and the rest on time. With so many guests arriving at once (25) it puts a lot of pressure on the floor staff and kitchen to deliver the quality of service expected.
The customers have been seated for quite some time and still haven’t received any drink menus and they haven’t even received any water on this hot day. They are getting restless and soon this could make them angry.
As orders overflow in the kitchen, entrees and meals are delayed. 15 minutes goes by before any entrées leave the kitchen. Going back to the table of seven they begin to demand their food and the children start to get restless and start to run around the tables, disturbing other clients. Just before their meals arrive, a gentleman from the table gets up and informs us that he cannot wait any longer, and has to leave – stating he doesn’t want his meal anymore. The kitchen staff are really angry as they has tried their best, but due to the late arrival of the party of seven, the whole process has been disrupted.
As the afternoon comes to an end the table of seven is ready to leave. When they try to pay they present a voucher for $100. As the manager is about to clear the voucher and wish them a happy afternoon, he notices that the voucher has expired and cannot accept it.
This has been a huge day for both staff and management.
Questions:
1. How could the manager at Café Royal have planned his afternoon to run more smoothly?
2. Consider the workload of each individual worker and the tasks that they had. How could the Manager have delegated duties more clearly?
3. What were the main problems that arose at Café Royal this Sunday afternoon
4. How would you have dealt with them? Please provide short-term solutions for these situations that could have made everyone’s (customer/colleagues) afternoon more enjoyable.
5. Discuss potential long-term solutions to prevent this from re-occurring.
6. Describe the process you would implement for monitoring work operations if you were the manager of Café Royal.
7. How could the team be involved in monitoring operations of the restaurant during their shift?

TAKE ADVANTAGE OF OUR PROMOTIONAL DISCOUNT DISPLAYED ON THE WEBSITE AND GET A DISCOUNT FOR YOUR PAPER NOW!