Task:
Part A – Written Responses
You are the manager of Hotel Babylon, a 4 star hotel. Your team comprises of six full time staff, including your assistant manager, and ten part time/casual staff members. An employee who joined the company three months ago is due their first performance appraisal. You, as manager of the team, and your assistant manager, will conduct the appraisal. Beforehand, you ask the team leader to provide you with a list of the staff member’s strengths and weaknesses.
Strengths Weaknesses
Very confident
Good knowledge
Good personality for front office work
Always eager to answer calls
Above average feedback for a staff member of three months
f Good team player
Happy to participate in social functions
Very disorganised
Makes a lot of mistakes which cause problems
Very social on the phone, especially with female callers
Above allowed average time for each phone call received
Makes promises to guests that aren’t followed up as promised
1. List three methods used to identify what coaching needs you feel the employee requires. Explain how each method would work and the benefits of each method.
2. In preparation of the staff appraisal, compose three questions that you would ask of the team member to establish their coaching requirements?
3. What interpersonal skills do you feel would be required to facilitate the required coaching?
4. What do you think might be the training needs of the employee?
5. How would you monitor and provide feedback on the employee’s progress?
6. How could you rectify performance problems or difficulties with any member of staff, which relate to:
a. A breakdown in communication
b. Language or cultural barriers
c. Shyness or lack of confidence
d. Inappropriate circumstances for coaching.
7. Explain in your own words your understanding of these forms of coaching, and give an example for each one:
a. Explanation
b. Demonstration
c. Trainee explanation
d. Trainee demonstration
e. Feedback.
8. How does Equal Employment Opportunity impact upon training in the workforce?
Part B – Roleplay
Coaching New Staff
Instructions:
This roleplay will take place in Session 5 of the term.
You are the manager of Hotel Babylon and need to provide coaching to two new staff members, in how to receive and make a phone call.
In the roleplay, you will be expected to:
Explain the overall purpose of the coaching to the trainees
Communicate any underpinning knowledge, and check trainee’s knowledge
Provide an explanation of the task
Give an example of how the task is performed
Prepare questions and instruct the trainee to complete a prepared task
Provide feedback to the trainee.
You are the manager of Hotel Babylon, a 4 star hotel. Your team comprises of six full time staff, including your assistant manager, and ten part time/casual staff members. An employee who joined the company three months ago is due their first performance appraisal. You, as manager of the team, and your assistant manager, will conduct the appraisal. Beforehand, you ask the team leader to provide you with a list of the staff member’s strengths and weaknesses.
Strengths Weaknesses
Very confident
Good knowledge
Good personality for front office work
Always eager to answer calls
Above average feedback for a staff member of three months
f Good team player
Happy to participate in social functions
Very disorganised
Makes a lot of mistakes which cause problems
Very social on the phone, especially with female callers
Above allowed average time for each phone call received
Makes promises to guests that aren’t followed up as promised
1. List three methods used to identify what coaching needs you feel the employee requires. Explain how each method would work and the benefits of each method.
2. In preparation of the staff appraisal, compose three questions that you would ask of the team member to establish their coaching requirements?
3. What interpersonal skills do you feel would be required to facilitate the required coaching?
4. What do you think might be the training needs of the employee?
5. How would you monitor and provide feedback on the employee’s progress?
6. How could you rectify performance problems or difficulties with any member of staff, which relate to:
a. A breakdown in communication
b. Language or cultural barriers
c. Shyness or lack of confidence
d. Inappropriate circumstances for coaching.
7. Explain in your own words your understanding of these forms of coaching, and give an example for each one:
a. Explanation
b. Demonstration
c. Trainee explanation
d. Trainee demonstration
e. Feedback.
8. How does Equal Employment Opportunity impact upon training in the workforce?
Part B – Roleplay
Coaching New Staff
Instructions:
This roleplay will take place in Session 5 of the term.
You are the manager of Hotel Babylon and need to provide coaching to two new staff members, in how to receive and make a phone call.
In the roleplay, you will be expected to:
Explain the overall purpose of the coaching to the trainees
Communicate any underpinning knowledge, and check trainee’s knowledge
Provide an explanation of the task
Give an example of how the task is performed
Prepare questions and instruct the trainee to complete a prepared task
Provide feedback to the trainee.
Read less