Unit of competency Outline

Date retreived
22/07/2026 11:29 PM AWST

Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.

Monitor work operations

Monitor work operations

Unit of competency
National Code
SITXMGT001A
State Code
S6719
TGA Status
Replaced
DTWD Status
Replaced
Current Release Number
1.00
Current Release Date
01/01/2011
View on TGA
State Implementation and Classification
Approved Date
03/12/2010
Field of Education
080301 - Business Management
Original Release Date
03/12/2010
Nominal Hours
30
Description
This unit describes the performance outcomes, skills and knowledge required to oversee and monitor the quality of day-to-day work operations within a tourism or hospitality context. As such it includes fundamental knowledge of management roles and responsibilities. No licensing, legislative, regulatory or certification requirements apply to this unit at the time of endorsement.
Notes
Elements and Performance Criteria
1 Monitor and improve workplace operations.
  • 1.1 Monitor efficiency and service levels on an ongoing basis through close contact with day-to-day operations.
  • 1.2 Ensure that workplace operations support overall organisation goals and quality assurance initiatives.
  • 1.3 Identify quality problems and issues promptly and make appropriate adjustments, with relevant approvals.
  • 1.4 Adjust procedures and systems in consultation with colleagues to improve efficiency and effectiveness.
  • 1.5 Proactively consult with colleagues about ways to improve efficiency and service levels, including potential for new technologies.
  • 1.6 Provide feedback to colleagues and management to inform future planning.
  • 1.7 Identify and take opportunities to evaluate current and emerging industry trends and practices for relevance to own work situation.
2 Plan and organise workflow.
  • 2.1 Assess current workload of colleagues accurately.
  • 2.2 Schedule work in a manner that enhances efficiency and customer service quality.
  • 2.3 Delegate work to appropriate people according to principles of delegation.
  • 2.4 Assess workflow and progress against agreed objectives and timelines.
  • 2.5 Assist colleagues in prioritisation of workload through supportive feedback and coaching.
  • 2.6 Provide timely input to appropriate management regarding staffing needs.
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.
4 Solve problems and make decisions.
  • 4.1 Identify workplace problems promptly and analyse from an operational and customer service perspective.
  • 4.2 Initiate short-term action to resolve the immediate problem where appropriate.
  • 4.3 Analyse problems for any long-term impact, and assess and action potential solutions in consultation with relevant colleagues.
  • 4.4 Where a team member raises a problem, encourage the individual's participation in solving it.
  • 4.5 Take follow-up action to monitor the effectiveness of solutions in the workplace.
formal
informal.

service standards
work practices
use of technology
administrative standards and procedures
health and safety issues.

knowledge of team strengths and weaknesses
knowledge of context-specific factors, such as resource constraints
self-knowledge
communication
evaluation.

staff records
regular performance reports.

difficult customer service situations
equipment breakdown or technical failure
failure to deliver promised service to customers
procedural inadequacies or failures
unrealistic or impractical product development or marketing resulting in operational difficulties
inadequate staffing
poor rostering
inadequate financial resources
delays and time difficulties.

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

Evidence of the following is essential:

ability to monitor effectively and respond to a range of common operational and service issues in the workplace
understanding of the role of staff involved in workplace monitoring
knowledge of quality assurance, workflow planning, delegation and problem-solving required in a frontline management role
project or work activities conducted over an operationally realistic period of time so that the planning, evaluation and monitoring aspects of this unit can be assessed.

Context of and specific resources for assessment

Assessment must ensure:

demonstration of skills in a fully operational situation (project or permanent working environment), including involvement of a team for which the candidate is able to plan and organise workflow.

Methods of assessment

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

evaluation of a project or work activity conducted by the candidate
evaluation of reports prepared by the candidate detailing the methods used to monitor a given project or activity
case studies and problem-solving exercises to assess ability to develop approaches to different workplace situations and problems
review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills
Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.
Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

Replaces
State Code National Code Title Type
E2003 THHGLE01B Monitor work operations Unit of competency
Replaced By
State Code National Code Title Type
WF802 SITXMGT401 Monitor work operations Unit of competency