Use your own word.
Use your own word. Thank you.
Assessment Task 2 Coach others in job skills Portfolio & Roleplay Scenario City Hotel has recently recruited four (4) new employees in the front office and assigned you as their team leader. All of them seem to have settled well with their jobs and you are regularly monitoring their performance. You have recently observed that they are not answering the telephones properly according to the hotel standard operating procedure (City Hotel SOP Telephone Etiquette). The reason for this is due to lack of understanding about the standards expected. Activities Prepare for coaching Read the scenario above and the City Hotel SOP TELEPHONE ETIQUETTE (Appendix 1). Complete the Coaching Needs Analysis Sheet (Appendix 2) for all four staff members. Answer: according the scenario we recruited 4 new employees so we need to make 4 analysis sheet (Appendix 2) Conduct coaching Role play scenario City Hotel has recently recruited four (4) new employees in the front office and assigned you as their team leader. All of them seem to have settled well with their jobs and you are regularly monitoring their performance. You have recently observed that they are not answering the telephones properly according to the hotel standard operating procedure (City Hotel SOP Telephone Etiquette). The reason for this is due to lack of understanding about the standards and business. Provide on-the-job coaching to each staff member. Before commencing the coaching, complete the Part A Coaching Plan section of Appendix 3 Role play conditions Your assessor will arrange the environment and resources for this roleplay. Your assessor will act as one of the staff receiving coaching and also arrange three of your classmates to play the roles of staff members. Your assessor will observe you and record your performance using an observation checklist. During the coaching session, you are required to demonstrate your ability to: prepare for the session, ensuring health and safety and resources required welcome the staff member to the session and establish the rapport explain the purpose and scope of the session outlines the benefits of the session explain and demonstrate task as per steps in coaching plan (Appendix 3) ask questions to gauge understanding allow time for the staff member to demonstrate task provide the staff member with the feedback and ask them to provide feedback. discuss timeframe for monitoring collaboratively Each session should take approximately 15 minutes. Answer: you need to write 3-4 paragraph according During the coaching session. Monitor staff performance Monitor the progress and performance of the staff members you coached. Document your observations in the Part B Monitoring Record of Appendix 3. Answer: you need make 4 coaching plan and monitoring record sheet (each new staff) on appendix 3 part A and Part B. Report progress to the manager (your assessor) After monitoring is completed, email your manager the progress of the staff members and submit all documentation. Answer:
Use your own word. Thank you.
Appendix 1 City Hotel SOP TELEPHONE ETIQUETTE SOP Number: FO-01 Department: Front Office – General Date Issued: 01/07/2020 Time to Train: 15 Minutes Basic Telephone Etiquettes: Point to take care of while answering a call? Phone should be answered within three rings. Smile even though you are on the telephone. Sit or stand up straight. Use a low voice pitch. Match your speaking rate to the caller’s. Avoid extremes in volume. Standard Phrase: How to answer an External call? Wish according to the time of the day (Good Morning, Afternoon or Evening), City Hotel, how may I help you. How to answer Internal Guest calls? Wish according to the time of the day (Good Morning, Afternoon or Evening) Mr. _________ (Guest last name), this is ________ (Your first name), How may I help you. How to answer interdepartmental calls? Wish according to the time of the day (Good Morning, Afternoon or Evening), this is _______ (Your first name), How may I help you. Transferring a guest call: While transferring a guest call you should say: Transferring your call with pleasure.” Putting a guest call on hold: While putting a guest call on hold you should say: Allow me to put your call on hold while I check for the information required or Could I put your call on hold, while I check for the information required? Guest Query: For any guest query you should say: I will be glad to assist you. Appendix 2 City Hotel Coaching Needs Analysis Sheet Coach Name Staff member name: Date and location of proposed coaching How was the need identified ? direction of colleagues ? request from staff member ? during performance observation ? other: _________________________ Purpose of coaching Description of task to be coached Policies, procedures, WHS requirements for the task Any questions, concerns or issues staff member has Appendix 3 Coaching Plan and Monitoring Record Sheet PART A Coaching Plan Coach Name Staff Name Date and location Duration Objective and scope Stage Steps/Key Points Time Resources/learning aids Introduction Coach Explanation Coach Demonstration Staff member explanation Staff member demonstration Feedback from staff member PART B Monitoring Record Comment on the progress, performance and difficulties identified when monitoring the staff member Explain how you provided supportive assistance Final result ? Can perform the job skills competently ? Need further training/coaching Outstanding issues to refer to the manager (if any) SITXHRM001 Appendices and Templates Version 1.0, September 2021 Page 4 of 4