Lead and Manage People in Travel and Tourism Management | SIT50116

This article discusses the roles and functions of supervisors and managers in a retail travel agency. It also provides assessment tips and templates for SITXHRM003 Lead and Manage People in SIT50116 Diploma of Travel and Tourism Management. The assessment includes written and oral questions, and a group assessment on creating a template for establishing a wholesale department.

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ASSESSMENT 2
Course Name SIT50116
Diploma of Travel and Tourism Management
Subject/module Human Resource Management 1
Assessment
method
Part A: Written Assessment / Group
Assessment Part B: Written or Oral Questions
Part C: Written or Oral Questions
Weighting 50%
Units of
Competency
SITXHRM001
Coach Others in Job
Skills SITXHRM003
Lead and Manage People
Instructions
1. Assessments should be completed as per your trainer’s
instructions.
2. Assessments must be submitted by the due date to
avoid a late submission penalty.
3. Plagiarism is copying someone else’s work and submitting it
as your own. You must write your answers in your own words
and include a reference list. A mark of zero will be given for
any assessment or part of an assessment that has been
plagiarised.
4. You may discuss your assessments with other students, but
submitting identical answers to other students will result in a
failing grade. Your answers must be yours alone.
5. Assessments must be submitted through the submissions
folder in myAPC.hub in MS Word format where possible, or in
PDF as per your trainer’s instructions. Cover sheets are to be
submitted as separate files. (Note if you do not have Microsoft
Word software on your computer you can work in Google docs
and download your completed task in the MS Word format prior
to submission upload)
6. You must attempt all questions.
7. You must pass all assessments in order to pass the subject.
8. All assessments are to be completed in accordance with WHS
regulatory requirements.

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SIT50116 DIPLOMA OF TRAVEL AND TOURISM MANAGEMENT | AX0000 HUMAN RESOURCE MANAGEMENT 1 (ADD)_V6.9
YOUNG RABBIT PTY LTD (ABN 28 003 381 182) TRADING AS AUSTRALIAN PACIFIC COLLEGE RTO CODE: 90396 | CRICOS PROVIDER CODE:
01331F - © 2021
Part A – Written Assessment/Group
Assessment
Scenario:
The Directors of Fair Flights have made the decision to create a wholesale department
focusing initially on New Zealand with plans to expand to other areas depending upon the
success of this initial venture. They have requested you and two other department managers
provide a template for establishing such a program. Each of you will take responsibility for
managing and leading the team for one of the below projects. You will act as a team member
for the other two projects.
The Directors wish you to focus on:
The steps and resources required for the development of a new brochure focusing on New
Zealand.
The processes and resources required for the launch of the new brochure to the industry and
public, involving suppliers featured in the brochure.
The steps required to organise a familiarisation trip for 50 travel agents to New Zealand to
familiarise themselves with the suppliers product.
For each of the above ensure you list the personnel involved and what their responsibilities /
duties will be.
You will be expected to manage the project throughout the duration of this term with formal
team meetings scheduled in weeks 3, 5 and 7 to discuss progress of the project. The meetings
should follow the suggested schedule:
Week 3 – Initial planning of project
Week 5 – Progress report
Week 7 – Finalisation of project
In other weeks you will be given time to communicate with your team in regards to meeting
objectives and providing any support your team members require. You will be expected to
provide tasks to your team members to ensure the project is finalised by week 8.
In week 8 you will be expected to submit as a group:
1. Copy of your group work over the 3 meetings covering the initial
planning, progress and finalisation of the project.
2. Copy of your email (as Leader).
Assessment Criteria:
Below is a copy of the criteria that your trainer will be using to assess
you. Please ensure all aspects are covered when preparing your team
meeting:
Act as a positive role model through individual performance
Treat people with integrity, respect and empathy
Develop and clearly communicate plans and objectives in consultation
with the team
Delegate and communicate expectations, tasks and responsibilities
Model and encourage open and supportive communication within the
team
Seek feedback from team members
Monitor team performance to ensure progress towards achievement of
goals
Motivate individuals and teams to achieve optimum performance
Clear and articulate team plan

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SIT50116 DIPLOMA OF TRAVEL AND TOURISM MANAGEMENT | AX0000 HUMAN RESOURCE MANAGEMENT 1 (ADD)_V6.9
YOUNG RABBIT PTY LTD (ABN 28 003 381 182) TRADING AS AUSTRALIAN PACIFIC COLLEGE RTO CODE: 90396 | CRICOS PROVIDER CODE:
01331F - © 2021
Part A – Template for Leader
(make multiple copies of this template due to multiple meetings)
(to be completed and emailed to Trainer and all group members at end
of each meeting)
Team Name:
Team Members:
Members absent:
Meeting dateTerm week Plan: Agenda items:
1/ Item
Detail progress: Action required:
2/ Item
Detail
progress:
Action
required:
3/ Item
Detail
progress:
Action
required:
4/ Item
Detail
progress:
Action
required:
Next meeting: Week

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SIT50116 DIPLOMA OF TRAVEL AND TOURISM MANAGEMENT | AX0000 HUMAN RESOURCE MANAGEMENT 1 (ADD)_V6.9
YOUNG RABBIT PTY LTD (ABN 28 003 381 182) TRADING AS AUSTRALIAN PACIFIC COLLEGE RTO CODE: 90396 | CRICOS PROVIDER CODE:
01331F - © 2021
Part B – Written or Oral Questions
In relation to the project you are managing answer the following
questions:
1. Explain how you will show support for, and commitment to,
organizational goals in your daily work performance. Provide
three suggestions.
 I will focus on creating a strong team culture. The project that this
company is going to take is relies on team working. So, as a
supporter I will contribute in team working.
 I will strive hard and will try to bring innovation within business so
that team can work with unique ideas in a timely and effective
manner.
 I will provide feedbacks to manager so that they can know areas
where they need to improve along with areas of strengths.
2. Explain how you have made the plans and objectives of
your project consistent with organizational goals. Provide
two suggestions.
 One of the best ways of making plans and setting objectives is
involving team members in a group meeting.
 Other effective way that has been used for making plan and
objectives of project was identification of financial and other
budget. Goals should be prepared on the basis of availability of
resources so that they can be achieved.
 By using smart goals framework, specific, clear and accurate goals
have been made.
3. Fair Flights has always prided itself on being an innovative
company. Explain how you will encourage your team to develop
innovative approaches to their work. Provide two suggestions.
 I believe that for encouraging team members, employers should
motivate them with those things that they need the most. So,
accordingly, we will motivate employees with rewards, bonus,
promotional opportunities and others.
 Flexibility working hours and implementing health and safety at
workplace, team members can be encouraged for bringing
innovative ideas and striving hard.
4. a. List three pieces of information that you will share with your
team.

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b. List two methods to communicate this information.
 Employees of Fair Flights need to be informed about ways of
promoting products and increasing awareness among people
regarding creating wholesale department.
 They will be informed about extra benefits that they will get on the
basis of performance criteria.
 They will be informed about team meeting and resources that they
need to use.
 They will be informed via E-mail
 Face to face is other effective ways of providing information in a
clear manner.
5. Explain how you will represent your team interests to
the higher management of Fair Flights. Provide two
suggestions.
Team meeting and an open group discussion would be one of the best
ways of letting managers know about team interests. Managers conduct
team meetings with leaders so, by discussing openly, they will be
informed. Along with this, formal e-mail can also be sent to them for
informing them about team interests.
6. How would you ensure any changes you implemented as a result
of feedback from staff remained within the bounds of
organizational goals and policies? Provide two suggestions.
 By comparing financial measures before implementing changes
and after implementing, effectiveness can be known.
 By focusing on staff retention rate and satisfaction of employees
after implementing changes, we can measure as whether we have
implemented changes in an effective manner or not.

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7. As part of your project you were required to devise
expectations, roles and responsibilities of team members.
a. What are your expectations of staff members? Provide three
suggestions.
b. How did you determine the roles and responsibilities of team
members? Provide two suggestions.
c. Name two barriers to delegation?
d. Explain how you would overcome these barriers to delegation.
e. How did you encourage staff to take responsibility for their
work? Provide two suggestions.
Expectations of staff members include: to support in team working, to
bring innovative ideas for making this project successful and to be
disciplined and follow organizational policies.
On the basis of their qualifications and experience, roles and
responsibilities can be determined.
On the basis of their current position and performance.
Two barriers that have been identified or may occur include: lack of
confidence and fear of making mistakes.
For solving these problems, team members will be provided training.
Training boost confidence of employees as it increases their knowledge
and they learn better ways of performing functions.
 Performance appraisal is one of the best ways of motivating and
encouraging employees. When employees are being appraised
then it boosts their confidence and they strive hard as well as take
ownership for their work.
 Other ways of encouraging employees is to provide them
constructive feedback so that they can know their position and can
know their strengths as well.

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SIT50116 DIPLOMA OF TRAVEL AND TOURISM MANAGEMENT | AX0000 HUMAN RESOURCE MANAGEMENT 1 (ADD)_V6.9
YOUNG RABBIT PTY LTD (ABN 28 003 381 182) TRADING AS AUSTRALIAN PACIFIC COLLEGE RTO CODE: 90396 | CRICOS PROVIDER CODE:
01331F - © 2021
8. Explain the methods you used for evaluating the skills of team
members. Provide three methods.
 One of the best ways of evaluating skills of team members is
asking them to prepare self-assessment. Self-assessment or SWOT
analysis makes able to people in knowing their own strengths and
weaknesses. On the basis of this evaluation, they can develop
action plan for improving skills and accomplishing goals as well.
 By putting them into some realistic business situations where
employees need to take better decision, their performance and
skills can be evaluated.
 By asking for clients ´feedbacks, for services that they received
from employees, we can know their skills and strengths.
9. List two opportunities for individual development you could
provide to your team members.
 Collaboration is an ability to work towards a common goal with
diverse group of team members. By encouraging employees to
participate in team working, employees can be provided
opportunity to show their potential and develop with team
members.
 By allowing employees to attain conflict resolution training,
employers can provide them an opportunity to increase
communication skills.
10. Assuming the project was completed successfully how will you
reward individual and team efforts? Provide two suggestions for
individual rewards and two suggestions for team rewards.
Evaluation of team performance is an effective way and on the basis of this, they can
be rewarded with financial and non-financial things such as: bonus, incentives,
promotional opportunities, office party and others. It should be included things that
employees enjoy personally.
Other best ways of rewarding employees are appraisal. By giving them trophy and
certificate in front of others, they can be appreciated.

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YOUNG RABBIT PTY LTD (ABN 28 003 381 182) TRADING AS AUSTRALIAN PACIFIC COLLEGE RTO CODE: 90396 | CRICOS PROVIDER CODE:
01331F - © 2021
Assessment 2
Part C – Written or Oral Questions
1. a.
b.
What are the roles and functions of supervisors and managers in a retail
travel agency?
Suggest two roles and two functions for both supervisor and manager.
A travel agency managers and supervisors have to play number of roles as they
have to plan, direct, organize and control operations. Supervisors have to direct as
well as coordinate all activities of staff in order to make sure that everyone are on
the right track.
Roles of travel agency managers is to plan travel accommodation, car rentals and
coordinate flights.
Managing travel related documentation is other role of travel agency managers.
Function of travel agency manager is to advice customers about travel products.
Getting sales report and providing them to head office is other function.
Role of supervisor is to manage team schedule.
Other role is to train new hires.
Function that supervisor has to play is to help clients in making travel plans.
Other function is assisting customers in choosing their destination and informing
regarding visa requirements.
One of the best style of leadership is transformational according to which leaders
encourage employees for bringing changes and adapting them in an effective
manner. Transformational leaders are energetic and passionate and help their
employees in accomplishing goals.
Other effective style is democratic according to which, leaders provide
opportunities to employees for getting involved in decision making process of
business.
2. Name three different leadership styles. Give a brief description of each.

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YOUNG RABBIT PTY LTD (ABN 28 003 381 182) TRADING AS AUSTRALIAN PACIFIC COLLEGE RTO CODE: 90396 | CRICOS PROVIDER CODE:
01331F - © 2021
provide opportunities to employees for involving in decision-making process.

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3. What do you think are the characteristics of effective leadership?
Provide four characteristics.
 One of the main characteristic of an effective leader is they priorities
development and they are self-aware.
 They encourage employees for innovation, strategic thinking and critical analysis.
 They have an integrity skill that makes them able to understand needs and emotions of
others.
 they value ethics and are transparent.
Define the following principles of teamwork:
characteristics of effective teams
An effective team is the one that focuses on honest and open communication.
An effective team has clear common goals and have assigned roles.
They support each-others and value perceptions of each-other’s.
b. roles and attributes of team members
One of the main role that team members have to play is to support each other’s and
focusing on goals and results.
Team members have roles of facilitator.
They are thinker and critical thinking skills make them able to take better decisions.
Having an ability to adapt changes is one of the main attributes.
Commitment to accomplish common goal.
c. organization of teams
In regard to organizational structure, it can be said that it is based on an effective use
of team resources so that they can meet company demands.
d. potential team problems

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f. group dynamics
It is a system of behavior as well as psychological process that occur within a social
group. An open communication, conflict resolution, optimistic thinking are some
examples of group dynamic.
5. How do leadership, motivation and teamwork principles integrate to create a
successful team?
Leadership, team work and motivation has direct impact on successful team as they
encourage employees for becoming successful and completing tasks in an effective
manner.
Motivation encourage team members for performing their tasks and meeting goals.
Team working principles like supporting each other’s and value perceptions of others
can also be beneficial for team members as it can improve their relations and enable
them to accomplish goals.
– END –
Some problems that team members face include: trust issues, lack of clarity due to
diverse teams and personality conflicts.
e. benefits of effective teamwork
Effective team get growth opportunities.
They are more likely to accomplish goals
It boosts their productivity
They are more likely to complete projects in a timely manner.