Performance objective:

You must be able to demonstrate the ability using your skills and knowledge to oversee and monitor the quality of day-to-day work. It requires the ability to communicate effectively with team members, plan and organise operational functions, and solve problems.

Assessment description:

You are required to :

• plan and organise workflow for a team operation or activity that takes into account at least six of the following contingencies:
• delays and time difficulties
• difficult customer service situations
• equipment breakdown or technical failure
• financial resources
• staffing levels and skill profiles
• rostering requirements
• staff performance
• procedural requirements
• product development and marketing

• monitor and respond to team-based operational and service issues during the above operation or activity

• complete each of the following organisational records for the above operation or activity:
• performance reports
• staff records.

Procedure:

For the provided case study, you will assume the role of Assistan Banquet Manager

Read the case study scenario

Review the Job Description for the Banquet Manager

Answer questions 1 -19

Submission:

Banquet Manager Job Description

You are required to submit detailed answers and evidence covering questions 1-19. You must submit your answers within the timeframe set by your trainer/assessor, along with any/all related evidence required to support your answers.

Assessment - Case Study

Task instructions:

• Your task, as assistant banquets manager is to help Vanessa to get the team back on track and to help her settle in and become a dynamic manager.
• Please review Vanessa's job description "Banquet Manager Job Description".
• Read the scenario below and answer the following questions.

Vanessa is the new banquets manager for the Redbrick Resort. It is her role to plan and organise the workload amongst her team members, as well as to monitor the quality of the team's endeavours and to cater for high-quality events.

Vanessa's team consists of 10 full time staff, 46 casual staff and 4 contractors. The contractors work on an as-needs bases, depending on the bookings and event requirements. The contractors cover lighting & sound, event staging, individualised tours, and teambuilding activities for corporate clients. Six of the full-time staff have been with the organisation for more than 5 years. The other four staff members are new like Vanessa. 16 of the casual staff have been working at the Redbrick Resort for over 3 years, 10 for more than 12 months and the remaining 20 less than 6 months. Depending on the event size, additional casual staff is brought in through several casual agencies.

Over the next four weeks, the team needs to organise the arrangements for the Annual Christmas Event. This event has a capacity of 1000 guests and is an annual outdoor event held on the resorts golf course, with theming, live music, spectacular lighting, and special effects. The event is 2 months away.

In the first week of her new role, Vanessa feels that the team is behind schedule and will need to review the project plan and take action where needed to get back on track.

QUESTIONS TO BE ANSWERED:

1. You are having issues getting the staff roster to match the budgeted hours and have approached Vanessa about the issue. How can Vanessa encourage you to participate in resolving this issue, rather than completing this task for you? List at least two (2) suggestions
2. List three (3) benefits to Vanessa as the manager and to the organisation from monitoring the team's work performance
3. What would be the expected outcomes for the team, from Vanessa monitoring team performance, and how do they support overall organisation goals?
4. What measures should Vanessa put in place to determine/measure the teams effectiveness?
5. Current situation- briefly describe the issues or concerns this current process or workflow poses to your team or organisation.
6. Cost implications- what are the costs involved in the proposed improvements? What is the process to gain approval for budget changes?
7. Resource implications- consider any staff training, recruitment, cross functional resourcing. What non-human resources are required to put the plan in place?
8. Riskto the business- what are the current risks to the organisation? How will these improvements support the organisational goals and reduce risk?
9. Proposed timeframe for implementation -outline your proposed timeframe for the changes to occur. Identify any constraint to your schedule (time, cost or resources).
10. Workflow -Create a workflow diagram for each of the new processes and explain the changes and expected performance outcomes/ results for each