Name: Andrei Madureira
Student ID: P2200
Date: 09/06/2021
Unit: SITXMGT001 Monitor Work Operations
Exercise 3
Restaurant Large 80 seat with 20 staff members
Performance Report
Identified three team members and their roles:
Andrei Madureira - Waiter
Danilo Alves - Bartender
Claudia Aracelli Front Desk
Staff performance reports:
Staff Performance reportprovides you with information on who has reported time, on which tasks, and how much. It helps you monitor time expenses in everyday work. Managers can run thisreporton their assigned team, while regular users see their own hours.
Identified and described a minimum of five activities team members were assessed on:
Waiter
Set up the table
Fill up salt and pepper
Fold napkins
Fill up the water bottles
Polish cutleries
Bartender
Check all stock
refill the ice
Cut garnishing (Fruit etc)
Set up the bar
Check the opened bottles
Front Desk
Answer the voicemail messages
Double check the seating plans
Check any incoming emails
Make sure the floor plan is arranged
Make sure menus are stocked correctly
Provided overall comment/analysis of each team member against the results achieved.
Claudia was witnessed conducting activities stated above, still were some moments where she could have done some of them efficiently or faster. While setting seating plans it was noticed some confusion when the restaurant was fully booked, once there is not much space for changes or extremely demanding requests. Struggled to understand certain voicemail messages due to her lack of accent comprehension. Showed extreme skill dealing with a frustrated customer and solved the issue.
Andrei was witnessed conducting activities stated above, Andrei has a good table service however he struggled to keep his section under control during the rush hour. Add up to that, been seen allocating runners more than once to help him cleaning his section, which should be fine on emergency cases or rush hour but cannot become a habit. Customer feedback usually is very good, and menu knowledge results in good upselling skills.
Danilo was witnessed conducting activities stated above, Danilo has a very energetic behaviour that sometimes results in unproductive results. Despite being very good and completing his tasks in manageable time, holds conversation with other staff member that may get distracted from their duties. Extremely efficient on daily basis tasks but lacks adaptative skills when something out of the usual comes up.
Completed staff records for the three team members:
Andrei Madureira
Position: Waiter
Address: 5/25 Allens Parade
Phone: 0420346652
Email agmaus7@gmail.com
TFN: 480 680 622
Danilo Alves
Position: Bartender
Address: 7/25 Flood st
Phone: 024561375
Email: danilo_alves10@gmail.comTFN: 945 321 452
Claudia Araceli
Position: Host
Address: 789 Bondi Road
Phone: 013401483
Email: clau_huaca@gmail.comTFN: 214 569 873
Professional Development Plan for each team member:
Andrei
Area of concern Expectand standard of performance Agreed improvement actions Support to be provided Monitor and review scheduled
Delegation of tasks that should be completed by himself Being able to reset own section without losing control of customers in other tables Avoid asking for runners help unless necessary. Management will be on post to help in case waiter is overloaded with tables during rush periods New evaluation to be presented in one month.
Claudia
Area of concern Expectand standard of performance Agreed improvement actions Support to be provided Monitor and review scheduled
Lack of organization and ability to prioritize important tasks Be able to complete essential tasks before service starts, and keep up with it along the day Follow checklist for procedures, and respect orders of importance Management will be available for support and doubts regarding more demanding tasks New evaluation to be presented in one month.
Danilo
Area of concern Expectand standard of performance Agreed improvement actions Support to be provided Monitor and review scheduled
Behaviour with staff and dealing with unusual customer issues Less conversations between staff and better communication with customer Avoid unnecessary conversation and improve on details when dealing with clientsAdditional training on customer service skills New evaluation to be presented in one month.
Team Work Plan for one of the contingencies addressed in Exercise 2:
The Righteous Inn Team Work Plan
Innovation and Improvement Committee
Team Objectives To generate new ideas
To coordinate innovation and improvement projects
To actively promote innovation and improvement throughout the organisation
To lead the continuous improvement program and processes within the business
Team Key Performance Indicators for the quarter
Timeframe of Plan: 1 July 30 August 2021 Team Leader Tasks to be completed Date due or Frequency Resource requirements Responsible team member Potential Issues and solutions Priority
High, Medium or Low
Report POS failures Daily Andrei Reviewing processes and programming parameters Medium
Cleaning beer line couplers Weekly Chemical and PPE Danilo Avoiding leaks Low
Secondary EFTPOS payment methods Daily New app on the devices Claudia Changing provider High
Priority Legend:
High-Urgent and Important. Task has deadlines that need to be met and are vital to business operation
Medium-Not urgent but important. Task needs to be done and is important to business operation or efficiency, but does not need to be done immediately
Low-Urgent but not important. There are timeframes on the task, but the task is not vital, and it will not improve efficiency or productivity.
Name: Andrei Madureira
Student ID: P2200
Date: 09/06/2021
Unit: SITXMGT001 Monitor Work Operations
Exercise 2
Restaurant work schedule and task list Large 80 seat with 20 staff
Front Desk 3pm Start:
Task list to be done by 4pm
Answer the voicemail messagesDouble check the seating plans
Check any incoming emails
Make sure the floor plan is arranged
Briefing sheet to be complete
Make sure menus are stocked correctly
Server 3:30pm Start:
Task list needs to be done 4:30pm
Fresh linen on table
Set up the table
Fill up salt and pepper
Fold napkins
Fill up the water bottles
Polish cutleries
Bar - 3.30pm start :
Task list to be done by 4.30pm
Check all stock
Turn coffee machine on
refill the ice
Cut garnishing (Fruit etc)
Turn on the glass washing machine
Set up the bar
Check the opened bottles
4.30pm De briefing with the manager for the night bookings and orderDelays and time difficulties:
Difficult customer service situation:
Tables and floor plans must be ready before service ( offer guest to have a drink at the bar)
Staff are late or no arrivals ( relocate the staff to cover sections)
Food is delivered to the wrong table ( offer guests olives, bread)
First seating over staying their booking (remind guests of time limit)
Out of stock or food or drinks ( suggest another type of drink to replace)
Allergy concerns ( double check with kitchen and customer and notify staff)
Equipment breakdown or technical failure:
coffee machine failures - offer various Teas available
POS failure or system crash - Write manually on a docket book
Beer keg line issue - offer bottle beer
Eftpos system crashing - Contact the bank
Inappropriate skill profiles of a team member
Review the team every 2 weeks
develop employee performance improvement plans
Provide staff training
Review and handout employee expeditions
Problem with the availability of staff/rostering problem:
Sick staff - Must provide notice and a doctors note (staff must notify within 4hrs)
Short of staff (Request Casual coverage bartender exchange or similar)
Hours request/leave request - Each staff must notify with correct documents and notice timeframe
Shortage of financial resources:
Stock control - Purchase stock cheaper at suppliers, source cheaper productsProducts
Request capital injection from owners (only if necessary)
Name: Andrei Madureira
Student ID: P2200
Date: 09/06/2021
Unit: SITXMGT001 Monitor Work OperationsExercise 1
Leadership Guidelines
To be an effective team leader you should show staff what to do, not just tell them.
Show your employees how to undertake the tasks
Be presentable
As a leader, you should look what professional and presentable.
Standard office attire during work hours.
Looking professional is important in regards the hotel and your employees
Be positive
As a leader, you should always show your employees a positive and can do attitude.
Be authentic
Give suggestions
When employees are struggling with a task you should give suggestion and guide them to complete tasks
Recognize
Provide staff with recognition and is given in context, appropriate to the effort/results, in a timely manner.
Understand each staff and adjust recognition appropriately
