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BSBOPS502 – Manage business operational plans 

ANSWER ALL THE QUESTIONS

 

  1. Identify two (2) different stakeholders (or stakeholder types) that you would need to work with to develop and manage an operational plan
  2. Who would you consult with to determine escalation points?

Provide two (2) examples and how each could help

  1. Give one (1) reason why you may need to involve a colleague or a specialist resource manager in the development or management of the operational plan
  2. Identify two (2) information sources that you might want to use in the development and management of the operational plan
  3. Identify three (3) consultation processes that you might want to use in the development and management of the operational plan

Explain what each of the headings in Questions 6 to 9 are and why they are important to the operational plan

  1. Procurement processes
  2. Employee recruitment and induction strategies
  3. Physical resource and service acquisition strategies
  4. Key indicators of organisational performance (or KPIs)
  5. How can you check if budgets and actual income and expenses are within the organisation’s expected levels?
  6. How can you identify your resource requirements for the operational plan?
  7. How can you confirm approval of the operational plan and make sure the relevant stakeholders have the same understanding?
  8. What steps should you include in contingency planning?
  9. How does an operational plan help an organisation to achieve its objectives?

Provide two (2) different reasons

  1. Identify three (3) ways you can monitor and record performance

 

 

PART 2

 

  1. What must you document for employees in employee performance management?
  2. How can you develop KPIs to make sure they are relevant to business objectives?
  3. Identify three (3) things that should be included in KPIs
  4. How will Fair Trading laws impact the operational plan?

Identify three (3) points

  1. How will Work Health and Safety law affect the development of an operational plan?
  2. What elements should you include in an operational plan?
  3. Identify two (2) different policies, practices and procedures that relate to an operational plan

 

PART 3

The Hotel Imagine management has adopted a proposal to utilise a sunny indoor section of the lobby as a service point for morning and afternoon teas. It fits all the legal requirements regarding the serving of food and after a cost-benefit analysis, it was seen to potentially create a lucrative new revenue stream in a previously revenue-neutral floor space.

As the Financial Controller, the next part of the operational planning phase requires you to do an analysis on the financial positions of two different options. The first option is to install a full espresso coffee service station in the designated area and the second option is to utilise the existing coffee facilities inside the busy 24-hour coffee shop outlet, situated 30 meters diagonally across the foyer.

Among other evaluation activities in the initial planning phase, a guest marketing survey was conducted, the trading figures for the coffee shop were analysed and the following data emerged:

  • Initial estimated covers per lobby tea service per week = 250 customers
  • Budgeted average spends per cover excluding including GST = $18.50
  • Two existing food service attendants are allocated for 2.5 hours for each service period.
  • One food service attendant will need to be hired to ensure the operation can operate 7 days a week.
  • Each tea service operates for 2 hours only i.e. 10.00am-12.00pm and 2:30-4:30pm
  • The existing low tables and comfortable lobby style seating are to be used so no other capital outlay is required to establish the revenue stream
  • The room service kitchen prepares the sandwiches and delivers them to the pass in the pastry section of the main production kitchen, located directly behind the proposed outlet. Gâteaux and pastries are prepared and plated up by the pastry section
  • The 2 food service attendants order and collect all food orders for this outlet from the pastry section pass in the main production kitchen, via a convenient service entry door located directly behind the proposed lobby tea area
  • A set of service fridges in the front kitchen can be utilised for the storage and service of chilled alcoholic and non-alcoholic beverages.

Use the information provided to develop an operational plan by answering the below questions

 

  1. Provide a description of the operation
  2. What is the aim of the operational plan?
  3. SWOT Analysis of the business environment

This could include similar scenarios relevant to your area and must include legal requirements for this type of operation

  1. Detailed overview of resource requirements and options for Technology
  2. Detailed overview of resource requirements and options for Human Resource needs
  3. Provide an overview of financial requirements related to all resources required.

For example, training, legislation, licensing and equipment needs

  1. Using current trade equipment prices, analyse the most financially viable option for the hotel, either by purchasing or leasing and installing a full espresso coffee station or utilising the existing coffee facilities from the coffee outlet
  2. What are the requirements for intellectual property rights and responsibilities in recruitment and acquisition of resources and services?
  3. Provide a contingency plan with alternative options for each key aspect of the operational planning stages
  4. What are the time frames required to implement this project?
  5. What are the consultation requirements and provisions including timelines
  6. What evaluation methods will you use to measure the performance of each aspect of this project?
  7. You are discussing your findings for the coffee machine options you have researched above with your Executive Chef and F&B Manager.

Write a script of the details that were discussed regarding the pros and cons of operating a high-quality food and beverage service in each situation.

  1. Provide an overview of the Standard Operating Procedures which would be required to implement this operation with staff to ensure all operational and legal aspects are covered
  2. Provide a job description for the role of a food service attendant for this particular operation
  3. Regarding the job description above

Provide an overview of the documentation, communication requirements and any other strategies you will use to ensure performance initially and monitor ongoing performance

 

PART 4

 

Read the following Case Study and answer the questions below

You are the Front of House Manager of Hotel Imagine.

Samantha arrives at the hotel after a long flight, exhausted and eager to check-in and relax. She has been looking forward to her vacation for weeks. However, she finds herself waiting in a long queue with other frustrated and tired guests. After 45 minutes of waiting, she finally reaches the front of the line, only to be told by the Front Desk staff that her room is not ready yet. She is told to wait in the lobby for another hour until the room is available.

Feeling frustrated and angry, Samantha decides to speak to the Front Desk staff. She explains how tired and jet-lagged she is and how she has been waiting for a long time. She complains about the lack of communication about the delay and the inconvenience caused by the prolonged waiting periods. She demands to know why the hotel did not anticipate the arrival of so many guests and staff the front desk accordingly.

The Front Desk staff apologizes to Samantha for the delay and explains that the hotel is experiencing a high volume of check-ins, and the housekeeping staff are working hard to clean and prepare the rooms for the guests. The staff assures Samantha that they are doing everything they can to minimize the wait time and provide a comfortable stay.

Samantha is still unhappy with the situation and requests to speak with a manager. You arrive promptly and listen to Samantha’s complaints and frustrations. You apologize for the inconvenience caused to Samantha and offer her a complimentary drink at the hotel bar while she waits for her room to be ready.

You also promise to investigate the situation and find ways to improve the check-in process to prevent similar delays from happening in the future. Samantha finally receives her room key after another 30 minutes of waiting, but she leaves with a more positive impression of the hotel due to the responsive and accommodating service provided by the manager.

 

  1. Having observed the operational procedure above, provide an overview of your findings
  2. Outline the procedure that would be required to perform the task to a high standard
  3. Identify any shortfalls or under performance during the observation and document in detail the issues that arose and the potential reasons
  4. Develop a strategy that can be implemented to overcome the shortfalls you have identified and explain how each step of the strategy will be implemented to ensure it is successful
  5. Provide an overview of the potential cost factors for your suggested procedures including physical and human resource aspects where relevant

In terms of resources required and the potential outcomes from the strategy you have developed, provide a critical reflection on your project given what you have observed and analysed, ensuring you include the below:

How viable your strategy in terms of outlay required by the organisation

Whether there would be a more cost effective option