AIC SIT60316: Advanced Diploma Hospitality Performance Project

This project, submitted for the SIT60316 Advanced Diploma of Hospitality Management at Australian Ideal College (AIC), focuses on monitoring staff performance (SITXHRM006). The assignment comprises two main tasks. Task 1 involves answering short answer questions related to job descriptions, SMART goals, performance appraisal criteria, feedback mechanisms, coaching and mentoring functions, strategies to prevent performance problems, and grievance procedures. Task 2 is a project that requires the student to develop a performance appraisal procedure for three different job roles within the hospitality industry, including documentation and a report outlining the administration of the appraisal, feedback provisions, and processes for addressing performance issues and grievances. The project emphasizes practical application within the hospitality sector, referencing industry standards and best practices for performance management. The project also includes an assessment sheet with detailed instructions and evaluation criteria.

Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
AIC- SITXHRM006 -AT–V1.0
Educating for Excellence
Assessment Submission Sheet
Course SIT60316 - Advanced Diploma of Hospitality Management
Unit Code SITXHRM006
Unit Name Monitor staff performance
Assessor
Name
Student
Name
Student ID
Date Due
Please read and sign this assessment coversheet and submit it together with your assessment to
your Assessor by the due date.
Student Declaration
 I declare that the work submitted is my own, and has not been copied or plagiarised from any
person or source.
 I have read the Plagiarism Policy and Assessment Appeal and Reassessment Policy in the
Student Handbook and I understand all the rules and guidelines for undertaking assessments.
 I understand that by typing my full name in the student field this is equivalent to a hand-written
signature.
 I give permission for my assessment material to be used for continuous improvement purposes.
Student
Signature
Date
Submitted
Assessor Use Only
Assessment Items Result
Task 1 Short Answers S NS
Task 2 Project S NS
Task 3 Role Play S NS
Final Result for this unit C NYC
Student Declaration: I declare that I have
been assessed in this unit, and I have been
advised of my result. I am also aware of my
appeal rights.
Assessor Declaration: I declare that I have
conducted a fair, valid, reliable and flexible
assessment with this student, and I have
provided appropriate feedback
Signature Signatur
e
Date

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Assessor’s Final Comments

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Task 1
Assessment Instructions
This is an individual assessment. If you need help understanding any questions, ask your assessor to
explain.
Procedure
You are required to address all questions to achieve competence. Your trainer will provide you with
instructions for time frames and dates to complete this assessment.
To be deemed competent you will need to successfully demonstrate the following:
You must submit:
Satisfactory responses to all the questions

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Your task: Answer the following questions. Each question must be completed.
Question 1: How does a well-defined job description help the business?
Question 2: When applying targets they should follow the SMART principle. What
does SMART stand for?
Question 3: List 10 criteria which are often used in performance appraisals in the
hospitality industry that can help you monitor the ongoing performance
of staff.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Question 4: When should you provide your employees with feedback?
Question 5: List 4 functions of coaches and mentors.
1.
2.
3.
4.
Question 6: Giving feedback helps guide and support your staff. ‘Giving credit
where credit is due is one example’. List 3 others.
1.
2.
3.
Question 7: List 3 ways to identify if a staff member might need further coaching or
training.
1.
2.
3.
Question 8: List 5 strategies you might take to prevent performance problems.
1.
2.
3.

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Question 9: What is the first step in resolving a performance problem?
Question 10: List 3 possible solutions to performance problems.
1.
2.
3.
Question 11: If you find that performance issues are ongoing what are some steps
you might take? What policies and procedures must be followed?
Question 12: What does a formal grievance procedure usually involve?
Question 13: Why is it important to have accurate records of any disciplinary
procedures?
Question 14: Name and describe 3 methods of reviewing performance.
1.
Description:
2.
Description:
3.
Description:

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Question 15: Why is analysis of performance data useful? What must be
considered when analysing performance data in preparation for a
performance review?
Question 16: Name 5 aims of a performance management system.
1.
2.
3.
4.
5.
Question 17: Any criticism given during the review should be what?
Question 18: What do you do with completed performance records?
Question 19: What are the advantages of an employee agreeing to a course of
action during a performance review?

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Question20: For YOUR organisation or industry, describe the procedures for
performance appraisal, counselling sessions and grievance procedures. Are
there any areas that need to be reconsidered for inclusion?
Your response must include the procedures that exist in the organisation. If you
are not working in industry, provide an overview what this procedures entail
based on your studies.

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Task 2
Project
Assessment Instructions
This is an individual assessment. There are two parts in this task. If you need help understanding any
questions, ask your assessor to explain.
Part A
Procedure
Part A
Requires you to choose 3 different job roles relevant to your industry or area of training, for example
Hospitality, Tourism or Events and develop the documentation for a performance appraisal procedure
for these 3 positions.
Part B
Requires you to write a report in which you will outline how you will administer the performance
appraisal, the provisions for various feedback requirements, processes to recognise and deal with
performance problems including training, and informal and formal grievance procedures
To be deemed competent you will need to successfully demonstrate the following:
You must:
Part A
Performance appraisal procedure
Part B
Report on administering performance appraisal

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Your task: Answer the following questions. Each question must be completed.
This assessment consists of 2 parts, Part A and Part B
Part A
– requires you to choose 3 different job roles relevant to your industry or area of training,
for example Hospitality, Tourism or Events and develop the documentation for a
performance appraisal procedure for these 3 positions.
Part B
– requires you to write a report in which you will outline how you will administer the
performance appraisal, the provisions for various feedback requirements, processes to
recognise and deal with performance problems including training, and informal and
formal grievance procedures.

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
PART A – Developing procedures for performance appraisal
1. Choose 3 different positions relevant to your industry or area of study in Hospitality,
Tourism or Events and determine at least 7 tasks or responsibilities of each role. Use the
attached document “Performance-agreement-template.docx” or suitable documents
sourced from http://www.fairwork.gov.au/about-us/policies-and-guides/templates
(Managing performance), to record your tasks and responsibilities.
Examples for different positions and job roles in these sectors can be accessed under
following links:
http://www.thejobilove.com.au/category?cid=ff11fe3b-f4e9-49cf-89be-94e25a4a5fd9 (hospitality)
http://www.thejobilove.com.au/category?cid=39eb0e54-de26-40fb-9aaf-9271a4c439f3 (travel and
tourism)
(Accessed Aug 2020)
Monitoring staff performance can be understood as a process of appraising a surrounding of
ongoing learning and evolution. It will be done by keeping the staff performance, improving their
individual skills to make them more productive for the company. The key purpose of overall
monitoring of performance of staff is to increase employee's productivity and hence lead to a rise in
the entire business performance. HR plays an important in hiring the employees, together with
tracking their performance on the job so that they can identify the ways and solutions to fill the gap in
staff performance. In the current report, the chosen industry is hospitality industry. In order to
complete this assignment, the following report will consider three different roles in a hospitality
organisation. Later, it will also highlight how HR will administer the performance appraisal, provisions
for several feedback needs, procedures to identify and deal with the performance related issues
covering training, formal and informal grievances.
The 3 main job roles which have been taken in context of relevancy in the chosen field includes
receptionist, chef and waiter.
2. For each job role and each task, establish the key performance indicators. The following
links can help you to define these:
https://www.betterteam.com/hospitality-and-tourism-job-descriptions (Accessed Aug 2020)
Position Description – Sous Chef
1st Job Role
Employee:
Role: Receptionist
Date:
Review dates
Task/responsibilities Key outcomes Key Performance
Indicators
(Specify the role and obligations that (Explain what it (Key results and

AIC- SITXHRM006 -AT–V1.0
Australian Ideal College
Registered as Australian Ideal College Pty Ltd
RTO No.: 91679 | CRICOS Provider Code: 03053G
Sydney Campus: Level 7 & 8, 75 King Street, Sydney NSW 2000 Australia
Adelaide Campus: Level 3, 21-23 Rundle Mall, Adelaide SA 5000 Australia
Hobart Campus: GRD Floor, 116 Murray Street, Hobart TAS 7000 Australia
T: [phone] (Sydney) | [phone] (Adelaide) | [phone] (Hobart)
E: [e-mail] | W: www.aic.edu.au
s
Educating for Excellence
Task/responsibilities Key outcomes Key Performance
Indicators
are relevant to the job below) means to perform a
good job below)
quantifiable parameters
connected to the
assignment)
Greeting and meeting visitors, guests
or clients
Receptionist require
to identify the needs
of visitors, resolving
their queries and if
they are satisfied and
addressed effectively
them it will gain the
desired results of the
company.
The measurable criteria
will be the interaction with
customers.
Maintaining the area of reception
clean and hygienic
It will help in making
the environment
friendly for all
visitors, along with
workers working in
the area. Also, it will
help in delivering a
good impression on
the guests.
It will be measured
through a checklist.
Informing the company who is visiting
at what time
The outcome is that it
will maintain the
safety of organisation
as it helps in
ensuring who is
coming the premise.
A visitor's book will help in
knowing who visited the
premise.
Employer Signature:
Employee Signature:
2nd Job Role
Employee:
Role: Chef
Date:
Review dates
Task/responsibilities Key outcomes Key Performance
Indicators
(Describe the job-related position and
responsibilities here)
(Describe what it
entails to do an
excellent work in the
following paragraphs)
(Measurable criteria
related to the
task/responsibility and key
outcomes)
Introducing new recipes It will help in
attracting more
customers for the
restaurant.
Customers' feedback and
review will be the
measurable criteria.
Training to other members in kitchen Subordinates can
also make recipes in
absence of chef if
they are well-trained.
The performance of
employees will be the
measurable criteria.
Planning for menus It will help in Dozen of choices will be