BSBWOR203B Assessment 1




BSBWOR203B Assessment 1


Assessment 1

Work effectively with others


A. What are your key duties

The key duties of a receptionist in a Hotel will include:

  • dealing with bookings
  • completing procedures when guests arrive and leave
  • choosing rooms and handing out keys
  • preparing bills and taking payments
  • taking and passing on messages to guests
  • dealing with special requests from guests (like booking theatre tickets or storing valuable items)
  • answering questions
  • dealing with complaints or problems
  • B. Whom do you report?

    The receptionist will report to the hotel manager or supervisor.


    Hierarchy of organisation


    1. Colour of shoes

    Shoes must be black or navy.

    2. types of shoes

    Shoes must be non-slip rubber soles and in good condition.

    They must be fully closed-in shoes with maximise height of 3cm.

    3. blue socks with a black uniform

    Socks must compliment the uniform so black uniform should be black shoes.


    How to find out job performance

  • Just ask your boss for feedback. Ask colleagues, junior staff, and clients as well.
  • Think you have to schedule a formal meeting. You can have brief, informal coaching moments after meetings, in the elevator, and over coffee.
  • 5.

    Daily tasks

    6. responsibilities with compliance


    Work safely to protect themself and others from injury and follow all WHS instructions, for example:

  • wear all personal protective equipment provided.
  • follow safe work procedures.
  • not interfere with or misuse anything provided by the employer (equipment, signs, etc.) that is used to keep the workplace safe.
  • Privacy

    This is an important issue that relates to the Privacy & Personal Information Act, which gives us guidelines for how we collect, use and share the personal details about our staff and students.

    Environmental Sustainability

    We must be aware that all of our activities should meet certain environmental standards, with examples of issues including the control of pollution emissions, and recycling.

    Code of Conduct/ Ethical Principles

    This is a voluntary Code of Practice for all assessors and gives guidelines for how to deal with things like conflict of interest and bribery


    BSBWOR203B Assessment 1
    Last updated: Jul 2022

    Page 1


    It is important that we ensure that access to training and promotion for our staff is fair and equitable. This is addressed through the Anti-Discrimination Act 1977.


    Examples of supporting colleagues

    1. Listen –When people are in need of support, they do not need to be lectured at. They need to be listened to

    2. Empathise – here is something important to bear in mind at all times – support a person with a judgement free approach.

    3. Empower – I was watching a YouTube video of motivational speaker Eric Thomas, who was speaking to a group of primary school kids. 

    4Encourage – this is where the rubber meets the road! I am talking about ‘taking action’. 


    5 examples of how to improve knowledge

    1. Consistent Training

    To start with, it is preferable that all members of staff within the company or branch take the same training.

    2. Allow Hands-On Experience

    One of the fastest ways to improve employee knowledge is to allow employees lots of opportunities to become familiar with the products and services they will be selling.

    3. Put Learning into Practise with Role Play

    Use role play to encourage your employees to demonstrate their knowledge and expertise on the spot by getting other members of staff to pose as customers. 

    4. Provide Incentives and Reward Progress

    Training can be integrated into your company’s existing incentive program using something such as a points system to incentivise customers. 

    5. Take Training Out of the Office

    Give your people a change of scenery every once in a while by offering opportunities for field trips, which take training out of the usual environment.


    Reasons for conflict


    Conflict can arise from misunderstandings about:

  • The nature, aims and objectives of a job
  • Differing expectations about how things should be done
  • Work conditions and wages
  • The different responsibilities of management and employees
  • Differences in values, beliefs, needs, or priorities
  • Poor communication

    Communication relies on clear and complete messages being sent as well as being received. Problems can be reduced by paying attention to how well you send messages and how well you receive them.

    Lack of planning

    Lack of planning often means an organisation moves from one crisis to the next. This sense of disorganisation and lack of direction can be stressful and can create many problems including misunderstandings.

    Poor staff selection

    Inappropriate selection of staff can result in ill-feeling and conflict. Feelings of ill-will may be increased by dismissing staff members.


    What is loafing

    BSBWOR203B Assessment 1
    Last updated: Jul 2022

    Page 2

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