2015 Innovation and Business Industry Skills Council Ltd 1st edition version

Assessment Task 1 BSBWOR501 Manage personal work priorities and professional development • Enhance bistro notoriety by tolerating possession for fulfilling new and diverse solicitations; investigating chances to increase the value of occupation achievements. • Educate clients by exhibiting and clarifying the espresso drink menu; noting questions. • Sell espressos, espresso crushing and blending gear by clarifying contrasts in espresso beans and espresso arrangement machines; exhibiting how preparing hardware works. • Prepare and offer espresso drinks by taking after recommended formulas and arrangement strategies for espresso beverages, for example, expresso, expresso lungo, caffe latte, and cappuccino. • Keep gear working by taking after working guidelines; investigating breakdowns; looking after provisions; performing preventive upkeep; calling for repairs. • Maintain sheltered and sound workplace by taking after association gauges and sanitation directions. In your journal, provide a list of the organisation’s policies, procedures and plans that will inform team and personal goal setting. Workplace policies and procedures Customer Service Policy Taking care of our customers is our highest priority. At ”MY CAFE” the customer always come first!!!  Customer complaints No one likes complaints but they are part of the hospitality industry. Complaints can help us to understand where we can improve our café. Demanding clients push us to do of our best and © 2015 Innovation and Business Industry Skills Council Ltd 1 st edition version: 1 Page 6 of 19

Assessment Task 1 BSBWOR501 Manage personal work priorities and professional development resolving problems successfully can increase customer loyalty if they are handled properly. When faced with a customer complaint:  Listen to the full complaint without interrupting or getting defensive.  Apologize for the problem and tell the customer you will take care of the problem, and get a manager.  Always inform a manager of the incident.  If the complaint is product related, remove the offending item immediately. Performance Management Policy Scope The scope of this policy covers the performance management process by employees and contractors of MY CAFE Purpose and Aims The development and progress of individual employees are fundamental to MY CAFÉ future performance. In addition to providing the opportunities for professional development, MY CAFE aims to help individuals by monitoring and supporting them in their personal growth and development. The aims of this policy are to ensure: ● employee development opportunities are recognised and implemented efficiently and effectively ● consistent employee development practices and principles are applied across the organisation ● employees are developed systematically on the basis of defined needs and that development © 2015 Innovation and Business Industry Skills Council Ltd 1 st edition version: 1 Page 7 of 19