Assessor Resource

SITXHRM503
Monitor staff performance

Assessment tool

Version 1.0
Issue Date: April 2024


This unit applies to all tourism, travel, hospitality and event sectors.

It applies to senior personnel who operate independently or with limited guidance from others, including dedicated specialist staff or operational supervisors and managers.

This unit describes the performance outcomes, skills and knowledge required to monitor staff performance within the framework of established performance management systems. It requires the ability to monitor the day-to-day effectiveness of staff and to conduct structured performance appraisals and formal counselling sessions.

You may want to include more information here about the target group and the purpose of the assessments (eg formative, summative, recognition)

Prerequisites

Not applicable.

Employability Skills

This unit contains employability skills.



Evidence Required

List the assessment methods to be used and the context and resources required for assessment. Copy and paste the relevant sections from the evidence guide below and then re-write these in plain English.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.

Overview of assessment

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the ability to:

monitor the day-to-day effectiveness of staff and provide supportive feedback and guidance for improvement

conduct structured performance appraisals and formal counselling sessions for diverse staff members operating at different levels of effectiveness

integrate knowledge of procedures for formal performance management and counselling.

Context of and specific resources for assessment

Assessment must ensure use of:

a real or simulated tourism, hospitality or events industry business operation for which staff performance is monitored

commercial procedures for conducting performance appraisals and formal counselling sessions

current performance appraisal and counselling documents

team members with whom the individual can interact.

Method of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

project or work activities to assess the individual’s ability to:

address problematic performance management issues

report on how performance management issues have been addressed

use of roleplays to conduct:

performance appraisals

formal counselling sessions

written or oral questioning to assess knowledge of procedures for formal performance management and counselling

review of portfolios of evidence and thirdparty workplace reports of onthejob performance by the individual.

Guidance information for assessment

The assessor should design integrated assessment activities to holistically assess this unit with other units relevant to the industry sector, workplace and job role, for example:

SITXCOM201 Show social and cultural sensitivity

SITXHRM402 Lead and manage people

SITXMGT401 Monitor work operations.

Submission Requirements

List each assessment task's title, type (eg project, observation/demonstration, essay, assingnment, checklist) and due date here

Assessment task 1: [title]      Due date:

(add new lines for each of the assessment tasks)

Assessment Tasks

Copy and paste from the following data to produce each assessment task. Write these in plain English and spell out how, when and where the task is to be carried out, under what conditions, and what resources are needed. Include guidelines about how well the candidate has to perform a task for it to be judged satisfactory.

Required skills

communication skills to provide effective feedback, coaching and counselling to team members

critical thinking skills to evaluate the reasons contributing to poor staff performance

initiative and enterprise skills to proactively provide colleagues with appropriate guidance and support to enhance their work performance

literacy skills to:

read and interpret staff records and performance management documents

write potentially complex and sensitive information about staff performance

planning and organising skills to coordinate regular performance appraisals and coordinate and operate formal counselling sessions

problem-solving skills to identify and respond to staff performance issues

self-management skills to take responsibility for monitoring staff performance

teamwork skills to monitor the performance of individuals, their effect on the team and take corrective action to enhance the whole of team performance.

Required knowledge

role and importance of monitoring staff performance and providing feedback and coaching

the key elements of performance standards and performance management systems

performance appraisal practices, including:

reasons for performance appraisal

the format for and inclusions of performance appraisal documents

methods of appraising performance

for the specific organisation:

procedures for performance appraisal interviews

procedures for formal counselling sessions

grievance procedures.

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, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.

Expected standards of performance and performance problems may relate to:

adherence to procedures

cost minimisation

customer service standards

level of accuracy in work

personal presentation

productivity

punctuality

response times

team interaction

waste minimisation.

Guidance and support may include:

advice on training and development opportunities

confirmation of organisational objectives and key performance requirements

ensuring adequate resources are applied

opportunity to discuss work challenges

representing staff interests in other forums

support with difficult interpersonal situations.

Recognition and reward may include:

acknowledgment of individual good performance to the whole team

informal acknowledgment

presentation of awards

written reports to management.

Possible solutions to performance may include:

additional training

adjustment of workload

agreement on shortterm goals for improvement

assistance with problems outside of the workplace

reorganisation of work practices.

Required procedures for a formal counselling session may include:

formal notification to staff member and management

invited participation of appropriate people

organisation of appropriate location for counselling session.

Performance management systems may include:

methods of collecting performance data

methods of interpreting performance data

processes for performance appraisal interviews

type of assessment:

self

peer

team

productivity indicators.

Copy and paste from the following performance criteria to create an observation checklist for each task. When you have finished writing your assessment tool every one of these must have been addressed, preferably several times in a variety of contexts. To ensure this occurs download the assessment matrix for the unit; enter each assessment task as a column header and place check marks against each performance criteria that task addresses.

Observation Checklist

Tasks to be observed according to workplace/college/TAFE policy and procedures, relevant legislation and Codes of Practice Yes No Comments/feedback
Consult with and inform colleagues about expected standards of performance using appropriate communication mechanisms. 
Monitor ongoing performance by maintaining close contact with the workplace and colleagues. 
Regularly provide confirming and corrective feedback to colleagues. 
Provide colleagues with guidance and support. 
Provide recognition and reward for achievements and outstanding performance. 
Identify the need for further coaching or training and organise according to organisational policies. 
Identify and investigate performance problems. 
Use feedback and coaching to address performance problems. 
Discuss and agree upon possible solutions with the colleague. 
Follow up outcomes of informal counselling through review in the workplace. 
Organise and conduct a formal counselling session when needed according to required procedures. 
Implement formal performance management systems. 
Conduct individual performance evaluations openly and fairly. 
Complete and file performance management records. 
Agree on courses of action with colleagues and follow up in the workplace. 

Forms

Assessment Cover Sheet

SITXHRM503 - Monitor staff performance
Assessment task 1: [title]

Student name:

Student ID:

I declare that the assessment tasks submitted for this unit are my own work.

Student signature:

Result: Competent Not yet competent

Feedback to student

 

 

 

 

 

 

 

 

Assessor name:

Signature:

Date:

Assessment Record Sheet

SITXHRM503 - Monitor staff performance

Student name:

Student ID:

Assessment task 1: [title] Result: Competent Not yet competent

(add lines for each task)

Feedback to student:

 

 

 

 

 

 

 

 

Overall assessment result: Competent Not yet competent

Assessor name:

Signature:

Date:

Student signature:

Date: