Monitoring Work Operations Report: SITXMGT001 for International Hotel

This report, prepared for SITXMGT001, details the monitoring of work operations within the International Hotel Group of Melbourne. It encompasses several key areas, including a report from a meeting discussing efficiency improvements through observation and interviews, and feedback mechanisms. The assignment includes a workflow plan and team roster for a 7-day event, outlining tasks and responsibilities for various departments, such as Front Office, Concierge, Housekeeping, and Kitchen. It also presents a work deadline plan and a letter to management requesting additional staff. Furthermore, the report analyzes team performance, customer satisfaction levels, and employee behavior through a coaching session, staff file notes, and meeting minutes. The report's findings highlight areas needing improvement, such as employee behavior and customer satisfaction, proposing solutions like staff training and technological advancements.

SITXMGT001 Monitor
work operations

Table of Contents
PART 1............................................................................................................................................1
Task 1..........................................................................................................................................1
PART 2............................................................................................................................................1
Task 1..........................................................................................................................................1
PART 3............................................................................................................................................4
Task 1..........................................................................................................................................4
PART 4............................................................................................................................................6
Task 1..........................................................................................................................................6
REFERENCES................................................................................................................................7

PART 1
Task 1
b) Report detailing outcome of from the meeting:
In the present report, the detail will be provided of what issues and topics that has been
addressed in the meeting conducted previously. In the meeting, in order to monitor efficiency
and service level from feedback data, methods such as observations and interview will be used so
that effectiveness in monitoring can be increase. Feedback can be provided to the management in
formal communication way by emailing or in written way and to colleagues in informal way in
group chat or talk (Ling, Barhbaya and Shehab, 2017). The goals of International Hotel Group is
to enlarge their properties, breaking into new markets, maintaining quality services, etc. There
are more than 1000 employees employed in the organisation and they are working diligently in
order to accomplish the aim and objectives of the organisation. It was identified that the quality
in room services were not precise. It is recommended to the management to train the existing
staff or hire more competent staff to eliminate the issue. Implementation of information
technologies robust the existing day to day management operations and helps in leveraging the
work effectively and efficiently. As the upcoming event to celebrate the Harmony
Week will be of 7 days and many entities of different background will visit the hotel. It is
recommended to train the staff and monitor the operation of event so that issues can be
obliterated.
Part 1 Checklist
Part 1. Checklist and scope of submission Completed
Participated in the meeting 
Prepared and submitted the report 
PART 2
Task 1
a) There are currently 70 employees employed in the International Hotel Group of Melbourne.
The AMFS event will be a 7 day event with having different activities each day. In order to make
the event successful, each and every employee of the hotel will perform specific duty. In
accordance with this context, the workflow plan along with team roster will be prepared that will
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aid in guiding the employees so that they can accomplish desired goals and objectives (Heizer,
2016).
b) Workflow plan for the event
Workflow Plan
Number of
employees
Department Task/Responsibilities
5 Front Office Receiving Guests
10 Concierge Enhancing Guest experience
20 House Keeping Cleaning of rooms in professional manner
5 Maintenance Checking event equipment and hotel
equipment
8 Restaurant Serving quality food and services to guest
6 Kitchen Making variety of dishes as per guest
preferences
5 Human resource Managing employees effectively
9 Catering Serving raw materials for food
2 Executive Team Monitoring the operations in event
c)
Team Roster
Events Mon Tue Wed Thu Fri Sat Sun
No. of guests 55 20 32 50 80 100 110
No. Of
Arrivals
50 10 15 20 25 25 10
No. Of
Departures
5 6 8 10 25 10 80
2

No. Of In-
House
40 20 30 30 35 50 28
Staff Members
Front Office Receiving Guests
Concierge Enhancing Guest experience
House Keeping Cleaning of rooms in professional manner
Maintenance Checking event equipment and hotel equipment
Restaurant Serving quality food and services to guest
Kitchen Making variety of dishes as per guest preferences
Human resource Managing employees effectively
Catering Serving raw materials for food
Executive Team Monitoring the operations in event
d)
Work Deadline plan
Number
of
employe
es
Department Task/Responsibilities Deadline
5 Front Office Receiving Guests 2 days
10 Concierge Enhancing Guest experience 1 days
20 House Keeping Cleaning of rooms in professional manner 7 days
5 Maintenance Checking event equipment and hotel
equipment
7 days
8 Restaurant Serving quality food and services to guest 2 days
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6 Kitchen Making variety of dishes as per guest
preferences
5 days
5 Human resource Managing employees effectively 5 days
9 Catering Serving raw materials for food 6 days
2 Executive Team Monitoring the operations in event 7 days
e) Letter to management
To,
The Management, Date: 1/06/2016
International Hotel Group,
Melbourne, Australia
Subject: To hire additional staff
Sir,
From the analysis of the dignity of the event, it was identified that we will require additional
staff as the current staff strength is not optimum. It is requested you to kindly consider the issue
and make attempts to hire more competent staff so that the event of AMFS can become
successful.
Thank You
Part 2 Checklist
Part 2. Checklist and scope of submission Completed
Prepared work flow plan 
Prepared combined work roster 
Prepared a work priorities plan to assist team members 
Written a letter to the management requesting additional staff 
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PART 3
Task 1
Performance of team
CUSTOMER SATISFACTION Summary of performance
Current customer satisfaction level 80.00%
Customer needs and wants fulfilled 60.00%
Customer complaints per customer 10.00%
SERVICE PERFORMANCE Summary of performance
Issue in services 10.00%
Employee behaviour 20.00%
Deadline met 80.00%
PRODUCTIVITY Summary of performance
Percentage of customer calls resulting in a job 10.00%
Average annual hours of training per sales
employee
20.00%
Total marketing cost as a percentage of
revenue
30.00%
Role play Coach Observation Yes No
Performance Issue 
Employee participation 
5

Using body Language 
Providing Feedbacks 
Provide strategies 
Meeting Minutes
Meeting was called in order to address the following issue
Customer satisfaction
Employee Performance
Action Item List
Action Item Responsible Deadline Status
Customer satisfaction Front Office Staff 5th June 2016 Pending
Part 3 Checklist
Part 3. Checklist and scope of submission Completed
Participated in a coaching session to coach supervisor 
Completed Staff File Note 
Participated in a meeting 
Prepared meeting minutes 
PART 4
Task 1
a) Report
In order to increase the effectiveness in the quality of business operations it is important for the
management to identify the problems and implement precise solutions (Rankin and Hollnagel,
2014). In this context, there were few issues identified regarding misbehaviour of staff with
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diversified guest. The solutions is to train him and penalise him for his wrongful act. The letter
has been jotted to the management in order to fill the gaps in manpower. Precise training is
provided to the staff members in order to increase their skills. Time schedule and deadline plan
has been given to staff and they are working on it. New technologies has been procured in order
to increase the satisfaction of customers.
Part 4. Checklist and scope of submission Completed
Prepared a report 
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