Assessment Coversheet
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ASSESSMENT INFORMATION
You must achieve a satisfactory outcome for each of the required criteria of this assessment to be deemed satisfactory for this assessment. You must achieve a satisfactory result for the assessments for this unit of competency to achieve a competent result for the unit. If one or more of the assessment results are not satisfactory, you will be Not Yet Competent for this unit.
You may follow the Assessment Appeals process in the Student Handbook (www.academia21.com) if you are not satisfied with: o the assessment result; or
the way an assessment was carried out by your trainer; or
o the conditions or structure of the assessment
The student handbook has the steps for reassessment if you receive a Not Yet Competent mark and do not want to appeal.
Reasonable adjustment for assessment
Where students have highlighted Language, Literacy and Numeracy issues reasonable adjustment to the assessment can be made. Should you receive a ‘Not Yet Competent’ or
‘Resubmit’ result for the assessment you will be given the opportunity to re-submit your assessment work with any amendments requested by your trainer.
The adjustment may include actions such as:
Student demonstrating knowledge through verbal discussion to identify correct answers
Student demonstrating knowledge through applied skills
Allowing additional time relating to disability
Through consultation amending assessment timeframes
Assistance in the form of the training location to allow easier access
Accessing relevant equipment or aids to assist the student
Adjustments to the assessment methods to cater for any special needs (without effecting the integrity of the outcome)
If a student requests or is identified as requiring reasonable adjustment to the training and assessment process a detailed training and assessment plan including timetables, notes regarding the required adjustments, and any related communications regarding the adjustments must be maintained in the student’s file.
The RTO Manager must review and authorise any request for ‘reasonable adjustment’ to ensure that any adjustments and resulting outcomes are not affecting the integrity of the training and assessment process.
Location of and completion timeframes for assessment
The location of the assessment will depend upon the nature of the assessment. Direct observation of student’s skills will be assessed in the practical commercial kitchens at Academia, the timeframes for these assessments will be related to the scheduled times of the practical classes. Other assessments such as; role plays, in class activities, presentations and written tests will be conducting in the classroom. The timeframes and due dates for these assessments, as well as any reports, projects, or research assignments, are documented in the stage outlines. Stage outlines are handed out at the beginning of each term.
Assessment 1
Research the current organisation, the industry, and the relevant protocols/policies
Identify, Assess and Develop Stakeholder Relationships, Negotiate and Prepare Contracts
Instructions: –
Before you attempt any of the assessments, please read through all the information supplied about the case study. You can find all this information in a folder on the LMS called Brookes B & B
In it you will find:
A company profile / bio
Various Company Policies
Company business rules (protocols) (Appendix 1)
11 KPI’s (Appendix 2)
Assessment 1: Research (KPI’s 1 -6)
Assessment 1
Research the current organisation, the industry and the relevant protocols/ policies
Identify, Assess and Develop Stakeholder Relationships, Negotiate and Prepare Contracts
Your first activity is to undertake some research of the hospitality industry in Australia. Fill in the below tables with a minimum of 2 examples of each of these.
More specifically, you are to
● Research industry networks
● Industry structure and their interrelationships
● Sources of supply within the hospitality industry
● Distribution and marketing networks
● Professional networks
● Legal requirements
● Internal and External Stakeholders
Network
Name of Organisation/s
What they do / provide
How will it help my business
Contact details
Supply Networks
Sysco
Provides food products
Offers reliable delivery and a broad selection of high-quality products
Contact your local Sysco office or visit their website for more information.
PFG Australia
Provides food products
Offers a wide range of products, including fresh produce, meat, and seafood
Contact your local PFG Australia office or visit their website for more information.
Industry networks
Hotel Association of Australia
Industry association
Provides support, advocacy, and networking opportunities for hotel businesses
Visit their website to become a member and gain access to their resources.
Restaurant & Catering Australia
Industry association
Provides support, training, and networking opportunities for restaurants
Visit their website to become a member and gain access to their resources.
Marketing Networks
OpenTable
Online reservation system
Helps restaurants manage reservations, increase bookings, and fill empty seats
Contact OpenTable or visit their website to set up an account.
TripAdvisor
Online travel platform
Allows hotels and restaurants to showcase their offerings and receive reviews
Claim your business on TripAdvisor and optimize your profile.
Media / Communication Networks
Yelp
Online review platform
Helps businesses build their online reputation and connect with customers
Claim your business on Yelp and optimize your profile.
Hospitality Magazine Australia
Industry publication
Provides news, trends, and insights for the hospitality industry
Visit their website to subscribe to their magazine or newsletter.
Legal Networks
Australian Hotels Association
Industry association
Provides legal and regulatory support for the hotel industry
Visit their website to become a member and gain access to their resources.
Restaurant Legal
Legal services for restaurants
Offers legal advice and services for issues such as leasing and licensing
Contact them through their website or call their office.
Distribution and Professional networks
American Hotel Register
Provides hotel supplies and furnishings
Offers a wide selection of products for hotels, including furniture and linens
Visit their website or contact their sales team for more information.
Ecolab
Provides cleaning and sanitation products
Helps hotels and restaurants maintain high levels of cleanliness and hygiene
Contact your local Ecolab representative or visit their website for more information.
B2B Networks
Avendra
Procurement services
Helps hotels and restaurants reduce costs and improve efficiency in procurement
Contact Avendra or visit their website to learn more.
Guest Supply
Provides hotel supplies
Offers a range of products, including toiletries, amenities, and bedding
Contact Guest Supply or visit their website for more information.
B2C Networks
OpenTable
Online reservation system
Helps restaurants manage reservations, increase bookings, and fill empty seats
Contact OpenTable or visit their website to set up an account.
Uber Eats
Online food delivery platform
Allows restaurants to reach new customers and offer food delivery services
Contact Uber Eats or visit their website to set up an account.
B2G Networks
Australian Trade and Investment Commission
Government agency
Helps businesses access international markets and investment opportunities
Visit their website or contact their local office for more infor
Network: find a minimum of two of each
Name of Organisation/s
What they do / provide/
How will it help my business
Contact details
SAMPLE of RESPONSES
(Supply Networks)
1
F&V Food Services
F&V Food Services delivers a superior range of dry goods, frozen and chilled products, fresh seafood and meat, confectionery, paper products and cleaning solutions.
Ensuring our products will be delivered in premium condition
Send us an online enquiry or call 130 000 to contact your local F&V branch and speak to your local Customer Service Representative.
2
Big Bills Fruit and Veg
Fresh market fruits and veg
Best prices on bulk amounts
Office phone 0412 341 234
Industry networks
1
2
Industry structure and interrelationships
1
2
Supply Networks
1
2
Marketing Networks
1
2
Media / Communication Networks
1
2
3
Legal Networks
1
2
Distribution and Professional networks
1
2
B2B Networks
1
2
B2C Networks
1
2
B2G Networks
1
2
KPI 2: – Organisational Requirements (protocols)
As a BDM, you must undertake an internal audit to determine if current protocols, organisational requirements etc are being observed
Your next KPI is to undertake a review of current organisational requirements, protocols, and policies to update them. To do this refer to the checklist of the current policies and protocols and what may need change.
The following are required to be addressed in all actions for or on behalf of Brookes B and B
Open the organisation rules and pick 5 that you think are best suited for dealing with networks, other organisations, or industry groups
Checkout the rules, for organisations like Aldi: – https://kb.pegasus.net.au/display/PREBR/Retail+Business+Rules+%7C+ALDI+%7C+Accreditations
The organisational rules to be addressed for Brookes Resort and Hotel are: –
1
2
3
4
5
Why is it important for protocols (organisational rules) to be addressed?
Write your answer here: –
Open the POLICIES folder, there are several different policies that have already been implemented
List them here: –
Can you identify any policies that might be missing (from these existing organisational policies) that could be included?
List them here: –
KPI 3: – Stakeholder Engagement
Reading: –
Identify your Key Stakeholders, these can be customers, suppliers, networks, and potential business support networks
Choose two as your key stakeholders that you will be undertaking all actions with.
These will be the targets for your negotiations, preparing contracts, preparing communications plan and maintain relationships with various internal and external stakeholders
Stakeholder Identification / Stakeholder Persona
Who are your stakeholders? This activity requires that you identify them and to their needs, for example why they are needed by the organisation stakeholders that are important to the business.
The first step in your analysis will be to identify all the potential stakeholders, making sure to correctly identify the stakeholder who can say “Yes”, are worthwhile to pursue and whom you can negotiate with.
As a Business to business (B2B) customer, you may be dealing directly with your external stakeholders that are difficult, rigid, and compliant. They can be difficult to determine specific outcomes, so to help select the right kind of stakeholder and to motivate them to in negotiations it’s important to know them well. To do this the best method is to prepare a persona, a profile of the target stakeholder (in the Case of Brookes Resort and Hotel), the company already has several things you need to address when making any business decisions, see appendix one to see the list of organisational rules that may impact the choice of stakeholders.
Firstly, you need to identify the stakeholders, why they are associated with the organisation, your reasons for doing business with them, some challenges associated with them and finally what motivates them to do as you require.
Activity 1 You need to identify two stakeholders.
Stakeholder Name and Title
Business Objective
Challenges
Motivators
1
2
Activity 2 Prepare your stakeholder persona.
Personas are a representation of an audience / stakeholders which aid in the planning and development of communications, negotiations, and further business development. Personas help you get a visual snapshot of the person you may need to deal with in future negotiations. This all about stakeholder engagement and management.
Fill in the tables below for the two stakeholders you identified above
Stakeholder 1
Persona Name
Persona Type
At a Glance
Age
Income
Salutation
About them: demographics
Goals
Are they important to our business?
Why or how might they be are painful?
Are there substitutes that will work?
Why do we need to have a strong rapport with them?
Other important networks or relationships they may be influencing
How do they want to be communicated with?
Anything else that is important may affect future negotiations or business relationships
Are they the ultimate decision makers?
Yes
No
How can I measure success with them
What is the best method to contact them?
When
Stakeholder 2
Persona Name
Persona Type
At a Glance
Age
Income
Salutation
About them: demographics
Goals
Are they important to our business?
Why or how might they be are painful?
Are there substitutes that will work?
Why do we need to have a strong rapport with them?
Other important networks or relationships they may be influencing
How do they want to be communicated with?
Anything else that is important may affect future negotiations or business relationships
Are they the ultimate decision makers?
Yes
No
How can I measure success with them
What is the best method to contact them?
When
Once you have identified the stakeholders and prepared the personas, you will be aligning / sourcing / purchasing/ supplying the business with various goods and services. To do this you need to the negotiate terms and agreements, even deals and discounts. Negotiation is a process where two or more parties with different needs and goals discuss an issue to find a mutually acceptable solution. In business, negotiation skills are important in both informal day-to-day interactions and formal transactions such as negotiating conditions of sale, lease, service delivery, and other legal contracts. To do this you need to prepare a negotiations plan. you need consider the principles and process of negotiations. Read through the course material on the LMS to get a good understanding of the importance of negations.
NEGOTIATION PLAN WORKSHEET
Negotiating Target
Date
Negotiating Topic
Needs & Interests
Rank Order
Description
Negotiating Partner Insight
1
2
3
4
Desired Scope
1
2
3
Desired Terms
1
2
3
4
5
BATNA
Communication Strategy
Relationship Strategy
KPI 5: – Contractors / Suppliers Agreement
Research then explain in a response to each of the following: –
key components of contract law at an overview level
terms and obligations of contract
methods of contractual agreement
exclusion clauses
dispute resolution clause
termination of contracts
other legal requirements that impact negotiations and agreements
KPI 6: – Contractor / Stakeholder Record Keeping Template
Note 5 instances of your own, a Sample is provided.
Reason for the Communications
DESCRIPTION
NOTES
DUE DATE
DATE DELIVERED
MEETS STANDARDS
If any
Checking for correct award payments
Sample
Request correct award information
Sample
Learn which workplace legislation we deal with, including the Fair Work Act and the Fair Work Regulations.
Sample
27/12
Sample
29/12
Sample
Fair Work Ombudsman
Sample
Appendix 1: –
Brookes Resort and Hotel Organisational Rules: – (Protocols)
Rule A Achieve Value for Money
Rule B Act Ethically – With Integrity and Accountability
Rule C Seek Approval for Contracts
Rule D Consider, prefer local Suppliers, Sustainability and Regional Impact
Rule E Manage Risk, WHS
Rule F Negotiate Fairly
Rule G Seek Legal Guidance
Rule H Contract Award Details
Rule I Debrief Management, Staff, Suppliers
Rule J Contract Management
Rule K Maintain Open Communications
Rule L Respect Brand Integrity
Rule M Declare and Manage Conflicts of Interest
Rule N Seek Advice from Finance on Variations
Appendix 2: –
KPI’s
The assessment tasks you will need to be address are grouped as KPI’s under the following headings: –
Ass 1
Ass 1
Ass 2
Ass 2
KPI 1
Research Policies, protocols Stakeholders Industry Legal Networks
Alliances
Research the organisation
KPI 4
Stakeholder engagement
Negotiate / prepare contracts
Use Template Negotiation Plan
KPI 7
Communicate
Identify the best communication skills and techniques you will required to be utilised for building business relationships
KPI 9
Identify the way and opportunities you will maintain regular contact with: -customers and suppliers association membership cooperative promotions industry functions informal social occasions
KPI 2
Address organisational requirements and protocols
KPI 5
Prepare Contracts
Evaluate and act on the need for specialist advice
KPI 7 Continued
Identify and take up opportunities to maintain regular contact with customers and suppliers
Use communications plan and (Telephone logs) provided
KPI 10
Proactively seek, review, and act upon information needed to maintain sound business relationships.
KPI 3
Stakeholders Identification
Use Template provided
KPI 6
Negotiate Contracts
Honour agreements within scope of individual responsibility, complying with agreed terms
KPI 8
Identify the tools for social media Maintain business relationships
KPI 11
Adjust agreements in consultation with customer or supplier and share information with BDO and final sign
off
Sign off Status report
Sign off Status report
Sign off Status report
Final Status report and Handover
DISCLAIMER
Any resources, templates, or information for the Brookes Resort & Hotel case study are for study and reference only. While we strive to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability, or availability with respect to the information, articles, templates, or related graphics contained in the case study. Any reliance you place on such information is therefore strictly at your own risk.
Marking Guide
Assessment 1
Not Attempted
Not Satisfactory
Satisfactory
Excellent
Comments
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1
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SITXMGT002 Establish and conduct business relationship
Did the student:
Min of 2 for each of the following:
Research industry networks
Industry structure and interrelationships
Sources of supply within hospitality industry
Distribution and marketing networks
Professional networks
Address organisational requirements and protocols
Explain the protocols being addressed
Make changes or amend as required
Identify a minimum of two of the following stakeholders
● Cooperative partners with organisation
● Contractors
● Customers
● Networks
● Suppliers
Identify key characteristics of the stakeholders
Use templates as required
Total out of 21
Student is satisfactory for this assessment task: Yes Not Yet
_________________________________________ ____ / ____ / _____
Trainer’s Signature Date
