Manage Personal Work Priorities and Professional Development

BSBWOR501A

Darya Nadtochiy Assessment activity 1
Part A

1. Two characteristics of a positive role model are: * demonstrate sympathy and forgiveness * be able to develop efficient habits

Sympathy:
Working at the «Absynthe» restaurant I used to be at the different roles as a worker. Started from waitress that was a simpliest one and did not suppose to have many cirtain skills. When a quiet period started it wasn’t nessesarily to keep a lot of staff so our boss decided to cut the staff off. I was in a bad position as long as I was less experienced then other team members. But I was passionate of this job and learned many things day buy day treated my job not just the way to get money but as a good place to get a qualification and become a professional in hospitality industry. The manager was noticing it and had a conversation with the boss to explain my potential and why they should keep me but others.

Forgiveness:

We hired new waitress who did not really cares about doing her job properly and deliver excellent customer survice that everyone has to do at the fine dining restaurant. She did everything what I told her to do but did not tried to grow up and not to make me always keep an eye on her to make sure everything done giving me double work. To consider it I suggested to the boss replaced her to make her responsible for the bar so she kept her job and team work bacame more effective.

Efficient habits:

Our team at the ‘Absynthe’ finally included only two workers FOH. Surprisingly we did our job much better than it used to be before with team of 3 more people. We learned to share responsibilities and communicate just with sights did not waste the time to figure things out and arguing. it took us a bit time but the result was excellent.

2. To do list: * Work * Gym * French * Meeting with friends

My days always start at 5:30 am to be at work at 7am that is scheduled. I finish about 3 pm so have a time to go to gym 2-3 times a week. After I decided to go to Fr 5.30am | Get up | 5.30 – 6.30am | Shower,Breakfast, get ready for work | 7.00 – 15.00pm | Work | 15.30 – 16.00pm | Lunch | 16.30 – 17.30pm | Gym | 18.00 – 18.30pm | French lesson | 18.30pm -19.00 | Dinner | 19.00pm-22:30pm | Free time(time for friends) | 22:30pm | Go to bed | 5.30am | Get up | 5.30 – 6.30am | Shower,Breakfast, get ready for work | 7.00 – 15.00pm | Work | 15.30 – 16.00pm | Lunch | 16.30 – 17.30pm | Gym | 18.00 – 18.30pm | French lesson | 18.30pm -19.00 | Dinner | 19.00pm-22:30pm | Free time(time for friends) | 22:30pm | Go to bed | ance in a few month it’s better me to have a French lessons at least 30 min every day. After all done I have a time left to catch up with friends who finish to work about 8 pm.
My day normally looks like that:

Positive | what sould be corrected | * Good environment * Excellent team work * Always things to learn * I enjoy to do my job * I am good in customer survice | * New menus are printed daily and have mistakes time to time that make guests confused * Some products run low sometimes that leads disappointment of customers that can not order any desireble dishes. * Reservations book should be kept more orginised | Help | Stop | * Fixing the stock control system * Make an electronic version of the reservations book | * The does not like electronic systems * Menu is not fixed * Owner preffers one person to be in charge of everything that is not possible in bisiest days. * On- call staff do not know their responsibilities as they should know | 3. Objective: present innovations in the menu to the customers
4.
KAI measures style of problem solving and creativity. KAI is used: • in the training of managers and key teams as part of the management of change • in group training and individual development as part of the management of diversity • for the enhancement of group cohesion and effectiveness • for leadership techniques, and • for problem-solving team building.

5. The ‘Absynthe’ restaurant goals are providing excellent customer survice corresponded fine dining venue, getting people familiar with French traditions and food, proving 2 Hat status and other awards.
A manager general and daily job description: * Get a restaurant ready for service, tidy it up * Check the bar stock * Check the numbers of bookings * Organise tables for reservations * Print menu * Answering queries from customers. * Figure out all stuff with the kitchen * Make any changes in menu if needs * Balancing cash registers with receipts. * Dealing with customer refunds. * Contact to the marketing team of any coming events * Contact to the marketing team about advertising and web site works

Procedures explain how to perform tasks and duties. A procedure may specify who in the organisation is responsible for particular tasks and activities, or how they should carry out their dutiesPolicies are a statement of purpose, which highlight broad guidelines on action to be taken to achieve that purpose. The statement of purpose should not be more than one page in length, but this will vary depending on the policy.

6. Honey and Mumford’s Learning Styles Learning style | Attributes | Activist | Activists are those people who learn by doing. Activists need to get their hands dirty, to dive in with both feet first. Have an open-minded approach to learning, involving themselves fully and without bias in new experiences. | Reflectors | These people learn by observing and thinking about what happened. They may avoid leaping in and prefer to watch from the sidelines. Prefer to stand back and view experiences from a number of different perspectives, collecting data and taking the time to work towards an appropriate conclusion | Theorists | These learners like to understand the theory behind the actions. They need models, concepts and facts in order to engage in the learning process. Prefer to analyse and synthesise, drawing new information into a systematic and logical 'theory'. | Pragmatists | These people need to be able to see how to put the learning into practice in the real world. Abstract concepts and games are of limited use unless they can see a way to put the ideas into action in their lives. Experimenters, trying out new ideas, theories and techniques to see if they work |

Visual
Visual learners attend to information most effectively when they see something, for example, pictures, diagrams, films and videos or demonstrations.
Auditory
Auditory learners learn best by hearing information. They can usually remember information more accurately when it has been explained to them orally.
Kinesthetic
Kinestetic learners learn best by moving their bodies, activating their large or small muscles as they learn. These are the "hands-on learners" or the "doers" who actually concentrate better and learn more easily when movement is involved.

I’d say I am a visual learner. If give an example from my job in the restaurant It’s easie to me to remember the information about new dishes, their dishes consistancy if I took a look on the description first. The samewith taking orders: we have a massive selection of wine and I don;t need to keep in my head all the wines because customers show position on the wine list and its enough to me to remember without making notes the order and can figure out the wine’s brand on the cellar but in front of customers.

Part B

I think it wasn’t a fair measure bacause and the general manager in this case did not make a professional desicion. People have different types of learning styles so some of competing managers not able to complete the task well in such a short time. The speed of doing tasks is important but not the most and if the goal is to figure out whos skills and experience meet current project needs I would have put everyone in the same but comfortable working conditions.
2. I was not a positive role model. Competitors had to make a task in a stressfull work condition. The general manager should have planned timelines and provide nessesary information to the managers and also consult if they need.
3. Obviously managers felt very stressful and nervous that affected their teams as well. I would organise a team members meeting to explain the team the importance and benefits of the project. Make everyone to feel involved and valuable. That would have made them more confident and passionate.
4. The general manager’s personal goal - to select the manager with the best proposition to reach company goals.
The organisation’s goals- reducing overheads, staff cost and increasing the ease of customer interaction.
In this situation the general manager did his task but did not alined with the company goals. The managers have been put in uncomfortable and stressful situation and weren’t able to demonstrate their abilities that could’ve been significant for the company’s projects.
5. In my workplace It happened quite often when some ingridients were running low and the chef couldn’t make the certain dish from the menu and had to make any changes in that. The problem was he always forgot to inform FOH staff who had a deal with customers trying did not make them upset because they could not order what they wanted. After few such occasions I started to figure out it myself before the service and make notes for other staff. It allowed us to reaarange communication between kitchen staff and FOH staff.

Assessment activity 2
Part A

1. Queensland
Work Health and Safety Act 2011 - Current as at 16 May 2014 https://www.worksafe.qld.gov.au/laws-and-compliance/workplace-health-and-safety-laws/laws-and-legislation/work-health-and-safety-act-2011 PN11157 Version 1 How to manage work health and safety risks – Code of Practice 2011 https://www.worksafe.qld.gov.au/__data/assets/pdf_file/0003/58170/how-to-manage-whs-risks-cop-2011.pdf As an example of that we could take the staff meetings or personal chat manager to the staff members. This way allows to figure out which problems affect the team work when we have a staff meetings and also personal issues of workers when having face-to-face chat. To make the meetings successful the manager should create comfortable and trastful workship with the staff they to feel confident and not to be scared to share their discontent at workplace.
2.
* Recording the goals and discuss to the staff members about this subject Recording is a tool that always allow you to review and analyse weaknesses and strenghts of the job done. * Review the results and analyse it
Reviewing and analysing should be a regular procedure in all organisations. Time to time reviewing make the company to follow the innovations in business industry and learn own mistakes. 3. Emergency situation: The restaurant operated by reservation system and has limited numbers of seats. This year in Chineese New Year we got a lot of walk-ins of tourists. Organisational goals: make a regular proper survice done, satisfy guests needs who made a reservation and have a priority accordind to restaurant policies. Anyway priority is providing an excellent customer survice in any situations. But big groups walk-ins was the way to get a lot of money that does matter as well of course. We did not refuse the value of organisational goals but made our method of doing the job different but not worse. 5. * To put the stock items into computer sistem could make us be aware of confusing with unexpected runnings low. * Wine tasting training would be a way to increase professionalism of the staff.

6. I do not use the phone during the survice but before the service starts I have a lot things to do and need to make calls to delivery service, marketing group, staff and etc. My job do not suppose to use the phone much just for calling.

7.Flexible work options: we do not have many flexible work options but in a case of an emergency can ask for days off to warn before but some staff members have casual sort of work that allows them to ask for days off if nessesarily and be flexible with time they can start.

8. I am not stressful myself but of course sometimes there are situations that make you nervious. Most of those occasions were when i became a manager but was not really informed what my tasks except of obvious ones. I can not describe the effect as a negative becouse it made me to learn fast and find a solution in all situations.
There are some steps to reduce these effects: http://www.talentculture.com/career-strategy/5-ways-to-reduce-workplace-stress/ * Organize your workspace and schedule. Taking control of your environment and schedule can prevent you from feeling overwhelmed and stressing unnecessarily. * Tune in to distractions. Noisy office environments can be difficult to cope with, but strangely enough, trying to block out the conversation that’s happening two desks over or ignore the sound of your colleague tapping their pen on the table may actually be more stressful than paying attention to it. * Talk it out.
Healthy and supportive relationships have been shown to reduce stress, and a study from the University of Wisconsin-Madison shows that chatting to your mum on the phone reduces a key stress hormone and causes oxytocin, a feel-good chemical, to be released. * Adopt a more positive outlook on stress. So not only could adopting a more positive attitude toward stress can help you to deal with it more effectively, it could even transform your stress into something good that enhances your performance, health and personal growth.

Part B

1. * Since Sven needs just an hour I would let her go first and after she back let Jo leave * Ask boss if I could come a bit later * Considering Sven’s reason not a good excuse for time off do not let her go but send someone else from the team to pick up Svens’s stuff.

2. To manage my own priorities I would use an organizer. It helps to build up the day shedule and figure out which tasks are urgent and can not be postponed and those that I could reject or postponed in an emergency case.

3. To limit the negative effects I would try to manage my tasks and figure out priorities of those. Do not put many tasks in one day and reduce the risk to run out of time when doing them. Make sure it’s connected with schedule of those who involved in the tasks. Also responcibilities can be shared with team members if it’s possible.

Assessment activity 3
Part A 2. Multi-source feedback: * control and improve you behavior * enhance your perfomance * present both personal and professional opportunities

3. 360-degree feedback: a) Internal customer:
Stakeholders, employees b) External customer
Customers
c) Colleagues
People who you work with

4. Using closed questions is normally tide the opportunity to be answered more then «yes» or «no» specially when you do not know very well each other. At my workplace when I just started I’ve been asked by manader directly ‘Do you know what you have to do?’. I knew but had some points to figure out. When I said «yes, but…» he just asked «Yes or know?». I am considering this question as not correct because the answer «No» would have put me in a dangerous position to get fired but answer «Yes» suppose me to know everything 100% and cut off the opportunity to make sure about some tasks. The question suppose to give a range for a counterquestion. In case of closed questions communication does not work and kills the team work. 5. Self assessment * ability and willing to learn and develop * find out suitable area of working * be able to perceive both negative and positive feedback

Measurement:
Feedback from the owner of venue, feedback from the customers, reviewing of my progress myself.

6. Previously I worked in an insurance company. They have had a great system of putting the staff to the new environment. * Mentoring
I had a supervisor who I could ask anytime in case of all my personal or work issues. * Shadowing The supervisor described and showed me all task I suppose to do then on the examples of her own tasks. I was watching and making notes. * Training Training system was brilliant. I could get a training if I asked for it, also every month we had different sors of trainings to iprove all the sides of our jobs. Even new staff were involved in business trips that was a great opportunity to watch for professionals and get many tips to apply to my job. 7. To me having a ‘competitive edge’ means to be competitive with other businesses.Follow to innovations.
In restaurant business it’s more about pricing. You have to have relevant prices but try to get a maximum profit anyway. Even your food is great but overprised you;ll never win. The same with low pricing. In this case almost impossible to cover restaurant needs. Need to get balance and not to be overprices but have a profit.

8. Using the brainstorm I identified the goals which are customer survice, fixing the bar menu, stock control. To archieve these goals I should increse following skills: * communiction and keen memory skills
For most of out customers is very impotrant to have a small talk with staff. Also very important to remember regular customers prefferencies * monitoring skills
To fix the bar menu I need to be aknowledge of the alcoholic and non-alcoholic beverage people like. After that to find the retailer to buy items from. For that I have to research the market and choose one with good price, quality and delivery.

9. The owner of a resaurant is a great chef and was born in France where hospitality industry is one of the oldest and most developed. I leaned and keep on learning from him a lot of things. Also he posesses few businesses on the coast which are doing well so I can pick up the way of running business.

I have a network of people who used to work or currently working in hospitality. I always can ask them for assistance or provide it to them.

10. When I started to work in th restaurant I was not well experienced. The restaurant and most of the staff are french and went through french hospitality schools that considered them as professionals. The owner said me that my main task is providing an excellent service because even food can be avarage but customers very appreciate warm and proper service. Few months I was learning a lot about french style of doing hospitality. But the point was to recognise how customers want you to be with them. Some of those things are impossible to learn they have to come out natural way but I enjoy this work and did not have any problems. The owner and the manager were happy with me and I receive a lot of positive feedback from customers.

Part B

1. It would be benefitial me to get a training in a restaurant management and wine tasting. Not only for me but for the restaurant I work for. As more I am more professional as more benefits my workplace gets. 2. Colleagues totally support me to get a training because they all interested in development of our restaurant and understend positive sides of that. 3. I am about to get a training in Business and Management in Hospitality to develop following skills: * management and marketing skills * operating of restaurants and hotels * strategy and project development

4. Hospitality Training Australia (HTA) http://www.hosptrain.edu.au
Australian Training and Consulting http://atac.edu.au