Element 2: Plan and organize workflow 2.1 Schedule work in a manner that enhances efficiency and customer service quality 2.2 Delegate work to appropriate people in accordance with principles of delegation 2.3 Assess progress against agreed objectives and timelines 2.4 Assist colleagues in prioritization of workload through supportive feedback and coaching Element 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 Element 4: Solve problems and make decisions 4.1 Identify workplace problems promptly and analyse from an operational and customer service perspective 4.2 Initiate corrective action to resolve the immediate problem where appropriate 4.3 Encourage team members to participate in solving problems they raise 4.4 Monitor the effectiveness of solutions in the workplace Quality assurance initiatives may include. Quality systems Quality standards. Quality problems may include: Difficult customer service situations Equipment breakdown/technical failure Failure to deliver promised service to customers Procedural inadequacies or failure Unrealistic or impractical product development or marketing resulting in operational difficulties Poor rosters giving rise to inadequate/inappropriate staffing levels Inadequate financial resources Delays and time difficulties. Procedures and systems may be related to: Customer service Bar and restaurant operations Kitchens Office administration Reservation procedures Housekeeping systems Stock control Security Safe work practices
Taking an interest in their development Being clear to them about how you judge and measure their performance Caring their safety, health and well-being, and taking visible steps to safeguard them Treating them personally Giving them achievable objectives Giving them positive feedback and encouragement What are three things you can do to help a staff member to prioritise their own work? Ensure a quiet and private time to sit down with the person Talk with them about their position duties, the goals of the organisation and the department or unit Ask them to identify the most important tasks they do Assist them to consider how they will do these tasks, and the priority order they will allocate to each of them Assist them to come up with a work plan to use as the for the actual implementation of their plan Set a time to review plans and their progress on a regular basis Bear in mind the aim is to get staff to prioritise their own work, so resist the normal temptation to do it for them Answer ‘True’ or ‘False’ to the following statement: You can delegate both responsibility and authority. The answer is false. You can only delegate authority. Responsibility still rests with the manager. When delegating to staff, what can a manager do to help the process? Make sure you are clear about the task to be done If appropriate, explain why the task has to be done, and why it has to be done in the way you are specifying Choose an appropriate time to inform the staff member about the delegation, and don’t hurry the explanation Provide whatever instructions are necessary in the correct sequence, explaining all of the Provide training and demonstration, as required Continually check if the employee has any questions and encourage them to ask questions Continually check the staff member genuinely Give them positive feedback.