Project 1 Project Instructions â€¢ Read the following information to clearly understand what is required throughout each of the three parts of the project. â€¢ Save and upload relevant documents onto the learning platform to support each of the three parts of the project. â€¢ Ensure that your report and standard operating procedure is saved and uploaded in a manner that is easily identifiable to your assessor : ï‚§ SITXMGT401_Project 1_ Part 1_Your Name ï‚§ SITXMGT401_Project 1_ Part 2_Your Name ï‚§ SITXMGT401_Project 1_ Part 3_Your Name Amazing Holidays Minimum Standards Office hours and Rosters: Store opening hours are as follows: Monday, Tuesday, Wednesday, Friday 9.00am - 5:00pm Thursday: 9:00 - 7:30pm Saturday: 9:00am â€“ 3:00pm Sunday: Closed (UNTIL FURTHER NOTICE) LUNCH BREAKS â€“ All staff are entitled to a half hour lunch break each day. While on lunch break you are not to be interrupted with client phone calls or visits. It is YOUR time. ROSTERS: â€¢ Rosters will be completed one month in advance. â€¢ Weekends and late shifts will be spread evenly within the team. â€¢ One weekâ€™s notice in writing will need to be given if rostered time off is required. â€¢ Any requests for training days, product days etc must be checked with the team leader before organising. ANNUAL LEAVE: â€¢ Only 1 person out of the office on holidays at any time â€“ Donâ€™t book anything till leave is approved by the team leader. â€¢ Leave of two weeks or more must be approved by the Area Manager. â€¢ Any owed days are to be redeemed in the same or next month. â€¢ Conference days are a work day (i.e: no day in lieu). â€¢ Show days are also a work day (you do get a day in lieu). SICK LEAVE: â€¢ If sick you must call the team leader (or Area Manager if the team leader is on leave) by 7:30am. No text messages. If the team leader is sick the store must be notified by 7:30am to advise HR and other staff members. â€¢ If you are sick on a Monday or after holidays or more than two days off you must get a Doctorâ€™s Certificate. MEETINGS: AM Planners Everyone must be in the office and ready for morning meeting by 8:30am: â€¢ If you are on the late shift on Thursday you MUST be here 10 mins before your shift to ensure a smooth handover between staff. â€¢ If you are running late you must call or text as soon as you know you will be late. â€¢ From 8:30 - 9am is Meeting time. No one is to be doing their own work or emails. IF YOU ARE LATE OR CAUGHT DOING PERSONAL THINGS RATHER THAN WORK TASKS DURING THIS TIME THEN YOU WILL DO ALL THE MORNING JOBS THE NEXT DAY â€¢ AM planners run every day. Everyone to bring their filled out Enquiry Sheet and discuss their potential bookings and follow ups to make. Everyone to explain how they plan to make their target for the day. Weekly Business Meetings Weekly business meeting Tuesday morning 8:00am, please try to arrive 5-10 mins early to be ready to go. Coffeeâ€™s provided. One on Oneâ€™s 2x one on ones to be done every month with each staff member. End of month by the 5th of the month Team Leader (TL), mid-month by the 18th of the month Future Team leader (FTL). JOBS: Daily Jobs are rotated weekly (as per roster) â€¢ Banking and Eftpos â€¢ Mail and Bins â€¢ Board (targets board done daily & window board done on Wednesday) â€¢ Vacuum and General tidiness â€¢ Brochure racks to be tidied and restocked Weekly/Monthly finance jobs rotated monthly â€¢ Ticket Centre â€¢ Third Party Suppliers Insurance â€¢ Brochure ordering and tidiness Each team member is to follow allocated rosters & complete tasks of colleagues out of office. Back office / Sink area â€“ keeping this area tidy is everyoneâ€™s responsibility. SALES PROCESS AND PROCEDURES: â€¢ Acknowledge everyone as soon as they enter the store - even if you are on the phone or with a client. Even a wave or nod is enough. If you know that we will be more than a few minutes before being able to attend to the customer, advise them of this. â€¢ Answer the phone within 3 rings; ï‚§ Clients take priority over wholesalers and Reps â€“ always â€¢ Quotes sent out within 24 hours unless agreed otherwise with the client â€“ preferably done while client is in store. ï‚§ If you canâ€™t do it within 24hrs you must hand it to another consultant ï‚§ Quotes typed with all booking and cancellation/amendment conditions outlined â€¢ Emails to be responded to within 24 hours. If you are not on shift the following day ensure that enquiries are forwarded to another staff member for a response. â€¢ Payment schedules appear on all invoices â€“ due dates set at least 3 days before wholesalersâ€™ due date. ï‚§ All booking/quote numbers to be saved in notes section of quote. ï‚§ Must follow up within 48 hours â€“ unless otherwise agreed. ï‚§ All invoices, itineraries and Terms & Condition forms must be signed & filed in your drawer. ï‚§ 2x types of Insurance offered to everyone and disclaimer signed if not taken. ï‚§ Adhere to Company price beat policy if necessary. ï‚§ Documents packaged minimum of 3 weeks before departure. Notify clients when ready. â€¢ Documents to begin from Booking Stage â€“ To Central Drawer 1 Month Prior â€¢ Clients just asking for a brochure must be asked AT LEAST 3 questions before receiving the brochure â€“ try and get details for client file â€¢ Full client file required for every booking (Name, address, email address, phone number and if necessary date of birth) â€¢ Extra passengers also to be entered into client file â€¢ Customer complaints if due to negligence and not adhering to minimum standards you will wear the debit ledger â€¢ Responsible for acquiring a MINIMUM of 3 enquiries every day Documents must include: â€¢ 2x Itineraries (E-ticket number highlighted) Emergency contact card â€“ completed. â€¢ Departure card & 2 Business Cards any relevant Supplier Vouchers. â€¢ All documents checked against client invoice and clearly gone through with the client on collection to ensure no mistakes. MISCELLANEOUS: â€¢ Correct, neat & ironed uniforms must be worn by everyone, every day. No open-toed or peep-toed shoes, only black shoes. Stockings are to be worn (black or skin tone). â€¢ No eating at desks while customers are in store. â€¢ Show days & Expoâ€™s are compulsory unless on annual leave or sick leave. â€¢ Facebook / Hotmail / Personal computer time â€“ limited to 3 x 10 min blocks per day and NOT logged in all day! â€¢ Limit personal phone calls. All personal phones are to be kept out of sight (i.e. not on desk and MUST be on silent). No personal phone calls taken on personal phones in front office. â€¢ No discussion of commission, other clients or personal stuff while clients are in the office â€¢ Desks and personal work areas are to be kept tidy and professional. â€¢ Work areas are to be kept as neat as possible. Guestâ€™s personal information not able to be seen by customers. â€¢ Office to be kept clean and tidy at all times. â€ƒ Scenario Assume that you are the area manager of three branches of â€˜Amazing Holidaysâ€™ travel agencies on the Sunshine Coast, QLD. Your responsibilities include the delivery of an exceptional service experience to all clients across three branches. The branches are located in Coolum Beach, Mooloolaba and Maroochydore, and have a long-established reputation in the marketplace for quality and service. Due to a recent change in the hours of operation, branches are currently operating with minimal experienced staff. New employees are being partnered with qualified staff, but due to client demands, training is minimal, therefore limiting the amount of actual training new employees are receiving. Following are some of the service issues identified: â€¢ Email response time average is 48 hours â€¢ Store presentation is below standard, i.e. windows are dirty, and brochures are either out of date or unavailable when requested by the client â€¢ Phone not being answered in 3 rings â€¢ Clients not being acknowledged when entering the store or whilst waiting for service Part 1 â€“ Monitor and Improve Workplace Operations You will be required to review the minimum standards document issued to all staff by Amazing Holidays and complete the following in a report (1000 words): â€¢ Compare the minimum standards to the service issues identified above. â€¢ Analyse the problems with the service issues from an operational and customer service perspective, including the: ï‚§ Impact of employee behavior and productivity ï‚§ Importance of setting targets ï‚§ Necessity of quality assurance systems â€¢ Complete a standard operating procedure (SOP) for acknowledging customers when entering a store. â€¢ Identify the corrective action/s that you would implement as a means of monitoring the service issues, e.g. interim, adaptive, corrective action etc. â€ƒ Part 2 â€“ Plan and Organise Workflow/Maintain Workplace Records You will be required to review the minimum standards document issued to all staff by Amazing Holidays and complete the following in a report (1000 words): â€¢ Prioritise the service issues outlined above â€“ justify your reasoning. â€¢ Plan and analyse a workflow for the highest priority service issue identified above. â€¢ Develop an action plan which clearly addresses the causes and effects of the selected service issue, and ultimately lead to an improvement in the service. The action plan must include the following: ï‚§ Relevant details of the service issue ï‚§ Actions required (and by whom) ï‚§ Timeframes for completion of actions ï‚§ Resources required (including technology) ï‚§ Delegation process ï‚§ Communication of the workflow ï‚§ Reporting processes (and by whom) â€ƒ Part 3 â€“ Solve Problems and Make Decisions Tackling problems and finding solutions is important in the overall development of an organization. In a report discuss guidelines for effective decision making and recommend strategies that: â€¢ Initiate short-term action to resolve the immediate problem where appropriate. â€¢ Analyse problems for any long-term impact, and assess and action potential solutions.