Modification History
Not applicable.
Unit Descriptor
Unit descriptor |
This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work operations within a tourism or hospitality context. As such it includes fundamental knowledge of management roles and responsibilities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement. |
Application of the Unit
Application of the unit |
This unit applies to individuals responsible for the monitoring of day-to-day work operations in any tourism or hospitality context. It requires the application of problem-solving, communication and short-term planning and organisational skills with a heavy operational focus. These skills are underpinned by sound knowledge of management roles and responsibilities and detailed understanding of operational issues in the given work context. Team leaders, supervisors or managers undertake this role. |
Licensing/Regulatory Information
Not applicable.
Pre-Requisites
Prerequisite units |
Nil |
Employability Skills Information
Employability skills |
The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements. |
Elements and Performance Criteria Pre-Content
Elements describe the essential outcomes of a unit of competency. |
Performance criteria describe the required performance needed to demonstrate achievement of the element. Where bold italicised text is used, further information is detailed in the required skills and knowledge and/or the range statement. Assessment of performance is to be consistent with the evidence guide. |
Elements and Performance Criteria
ELEMENT |
PERFORMANCE CRITERIA |
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1 |
Monitor and improve workplace operations. |
1.1 |
Monitor efficiency and service levels on an ongoing basis through close contact with day-to-day operations. |
1.2 |
Ensure that workplace operations support overall organisation goals and quality assurance initiatives . |
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1.3 |
Identify quality problems and issues promptly and make appropriate adjustments, with relevant approvals. |
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1.4 |
Adjust procedures and systems in consultation with colleagues to improve efficiency and effectiveness. |
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1.5 |
Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies. |
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1.6 |
Provide feedback to colleagues and management to inform future planning. |
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1.7 |
Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation. |
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2 |
Plan and organise workflow. |
2.1 |
Assess current workload of colleagues accurately. |
2.2 |
Schedule work in a manner that enhances efficiency and customer service quality. |
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2.3 |
Delegate work to appropriate people according to principles of delegation . |
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2.4 |
Assess workflow and progress against agreed objectives and timelines. |
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2.5 |
Assist colleagues in prioritisation of workload through supportive feedback and coaching. |
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2.6 |
Provide timely input to appropriate management regarding staffing needs. |
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3 |
Maintain workplace records. |
3.1 |
Complete workplace records accurately and submit within required timeframes. |
3.2 |
Where appropriate, delegate and monitor completion of records prior to submission. |
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4 |
Solve problems and make decisions. |
4.1 |
Identify workplace problems promptly and analyse from an operational and customer service perspective. |
4.2 |
Initiate short-term action to resolve the immediate problem where appropriate. |
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4.3 |
Analyse problems for any long-term impact, and assess and action potential solutions in consultation with relevant colleagues. |
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4.4 |
Where a team member raises a problem, encourage the individual's participation in solving it. |
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4.5 |
Take follow-up action to monitor the effectiveness of solutions in the workplace. |
Required Skills and Knowledge
REQUIRED SKILLS AND KNOWLEDGE |
This section describes the essential skills and knowledge and their level, required for this unit. |
The following skills must be assessed as part of this unit:
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The following knowledge must be assessed as part of this unit:
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Evidence Guide
EVIDENCE GUIDE |
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The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package. |
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Critical aspects for assessment and evidence required to demonstrate competency in this unit |
Evidence of the following is essential:
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Context of and specific resources for assessment |
Assessment must ensure:
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Methods of assessment |
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended. |
Assessing employability skills |
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts. Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role. |
Range Statement
RANGE STATEMENT |
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The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below. |
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Quality assurance initiatives may be: |
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Procedures and systems may relate to: |
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Principles of delegation may relate to: |
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Workplace records may include: |
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Workplace problems may include: |
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Unit Sector(s)
Sector |
Cross-Sector |
Competency field
Competency field |
Management and Leadership |