Internal verification of assessment decisions – BTEC (RQF)

INTERNAL VERIFICATION – ASSESSMENT DECISIONS

Programme title

Assessor Internal
Verifier
Unit 13: Work Experience
Unit(s)

Assignment title

Student’s name
List which assessment Pass Merit Distinction
criteria the Assessor has
awarded.
INTERNAL VERIFIER CHECKLIST

Do the assessment criteria awarded match

those shown in the assignment brief? Y/N
Is the Pass/Merit/Distinction grade awarded
justified by the assessor’s comments on the Y/N
student work?
Has the work been assessed
Y/N
accurately?
Is the feedback to the student:
Give details:
• Constructive? Y/N
• Linked to relevant assessment Y/N
criteria? Y/N
• Identifying opportunities for
improved performance? Y/N
• Agreeing actions?
Does the assessment decision need
Y/N
amending?

Assessor signature Date

Internal Verifier signature Date

Programme Leader signature (if
required) Date

Confirm action completed

Remedial action taken
Give details:

Assessor signature Date

Internal
Verifier Date
signature
 Programme Leader
signature (if Date
required)

1 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

Higher Nationals - Summative Assignment Feedback Form
Student Name/ID

Unit Title Unit 13: Work Experience

Assignment Number 1 Assessor

Date
Submission Date Received 1st
submission
Date Received 2nd
Re-submission Date submission

Assessor Feedback:
LO1 Investigate the value and benefits of practical work experience for career and personal
development
Pass, Merit & Distinction P1 P2 M1 D1
Descripts

LO2 Plan suitable and relevant work experience in an appropriate service sector organisation
Pass, Merit & Distinction P3 P4 M2 D2
Descripts

LO3 Illustrate the potential impact of the legal and ethical considerations on a hospitality business
Pass, Merit & Distinction P5 M3 D3
Descripts

LO4 Undertake appropriate work experience to develop professional skills and competences
Pass, Merit & Distinction P6 P7 M4 D4
Descripts

Grade: Assessor Signature: Date:

Resubmission Feedback:

Grade: Assessor Signature: Date:

Internal Verifier’s Comments:

Signature & Date:

* Please note that grade decisions are provisional. They are only confirmed once internal and external moderation has taken place and
grades decisions have been agreed at the assessment board.

2 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 Pearson Higher Nationals in
Hospitality Management
Unit 13: Assignment

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 General Guidelines

1. A cover page or title page should be attached to your assignment. Use page 1 of this assignment
brief as your cover page and make sure all details are accurately filled.
2. The entire assignment brief should be attached as the first section of your assignment.
3. The assignment should be prepared using a word processing software.
4. The assignment should be word processing in an A4 sized paper.
5. Allow 1” margin on top, bottom and right sides of the paper and 1.25” on the left side (for
binding).

Word Processing Rules

1. The font size should be 12 point, and should be in the style of Time New Roman.
2. Set line spacing to 1.5. Justify all paragraphs.
3. Ensure that all headings are consistent in terms of size and font style.
4. Use footer function on the word processor to insert your name, unit, assignment no, and page
number on each page. This is useful if individual sheets get detached from the submission.
5. Use the spell check and grammar check function of the word processing application to review
the use of language on your assignment.

4 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 Important Points:

1. Carefully check carefully the hand in date and the instructions given with the assignment. Late
submissions will not be accepted.
2. Ensure that sufficient time is spent to complete the assignment by the due date.
3. Do not wait till the last minute to get feedback on the assignment. Such excuses will not be
accepted for late submissions.
4. You must be responsible for efficient management of your time.
5. If you are unable to hand in your assignment on time and have valid reasons such as illness, you
may apply (in writing) for an extension.
6. Failure to achieve at least a PASS grade will result in a REFERRAL grade.
7. Non-submission of work without valid reasons will lead to an automatic REFERRAL. You will then
be asked to complete an alternative assignment.
8. If you use other people’s work or ideas in your assignment, it must be properly referenced, using
the HARVARD referencing system, in your text or any bibliography. Otherwise, you’ll be found
guilty of committing plagiarism.
9. If you are caught plagiarising, your grade will be reduced to a REFERRAL or at worst, you could
be excluded from the course.

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 Student Declaration

I hereby, declare that I know what plagiarism entails, namely to use another’s work and to present it as
my own without attributing the sources in the correct form. I further understand what it means to copy
another’s work.

1. I know that plagiarism is a punishable offence because it constitutes theft.

2. I understand the plagiarism and copying policy of Edexcel UK.
3. I know what the consequences will be if I plagiarise or copy another’s work in any of the
assignments for this program.
4. I declare therefore that all work presented by me for every aspect of my program, will be my
own, and where I have made use of another’s work, I will attribute the source in the correct way.
5. I acknowledge that the attachment of this document signed or not, constitutes a binding
agreement between myself and Edexcel UK.
6. I understand that my assignment will not be considered as submitted if this document is not
attached to the assignment.

Student’s Signature: Date:

(Provide E-mail ID) (Provide Submission Date)

6 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

Higher National Diploma in Business
Assignment Brief
Student Name /ID Number Dilma Dalugoda COL/E-010280
Unit Number and Title Unit 13: Work Experience

Academic Year 2019/20

Unit Tutor Dr. Dilina Herath
Assignment Title Work Experience Portfolio

Issue Date
Submission Date 07/25/2021
IV Name & Date

Submission format

Your submission would be in the form of word document containing following two sections.

Activity “A”

You are required to do an individual audio-visual presentation lasting no longer than 15 minutes
and submit the slides along with speaker notes of the presentation within the main document.
The recommended word count for speaker note is1,000–1,500 words excluding annexures. Note
that word counts are indicative only and you would not be penalised for exceeding the word
count.

Activity “B”
Submission should be in the form of a personal and professional development “work experience
report” that collates all evidence of skills development and evaluation, including further
recommendations. The recommended length is 2500–3000 words, although students will not be
Penalized for exceeding 3000 words. Where applicable, evidence in the form of appendices may
be submitted in a paper-based format to support the online written record.
Where further research has been used and included, this must be referenced accordingly, and a
list of references must be included using the Harvard referencing system.

Unit Learning Outcomes Covered:

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 LO1: Investigate the value and benefits of practical work experience for career and
personal development

LO2: Plan suitable and relevant work experience in an appropriate service sector
organisation

LO3: Undertake appropriate work experience to develop professional skills and

competences

LO4: Evaluate personal skills and competences developed during practical work
experiences.

Assignment Brief and Guidance:

Activity A

Assume as new recruitment of a travel trade organisation, the management of

the organisation is requesting you to present them with your aspirations
showcasing your knowledge on how to plan for your future career. In your
presentation, management of the organisation expects you to critically evaluate
the benefits of practical action learning to underpin theory and approaches in
the work environment and analyse and interpret actions, activities and
approaches adopted within a structured development plan to gain appropriate
work experience in the organisation. Ideally your presentation should include
following sections.

1. A discussion different learning theory that could be helpful for you to

decide on effective work experience.

2. Benefits of practical work experience for improving professional skills that

would help you in career development.

3. A personal development plan with SMART objectives clearly mentioning

how you plan for development of skills and career.

4. Explanation of a range of tools and techniques that can be used to

acquire appropriate work experience within the organisation selected.

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 Activity B

Scenario and Activity:

Based on the work experience plan prepared in Section “A”, you are required to
undertake and record skills and competency development within a suitable work
context. This must be recorded and reflected upon on a continuous basis to
understand future career development and enhanced approaches to learning
and development.
During this process, you must consider the range of skills you plan to develop,
examine the methods and approaches used to develop the skills within the
workplace, obstacles that may occur and the evidence that can be produced or
generated to support your development.
To complete the process, you must evaluate your own professional and personal
skills and career development and make justified recommendations for
alternative methods to approach skills development going forward. Evidence of
recorded skills and competency development you have prepared should be
submitted in the form of a “work experience report” collating all evidence of
skills development and evaluation, including further recommendations.

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10 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01
 Grading Rubric

Grading Criteria Achiev Feedback

ed
LO1 Investigate the value and
benefits of practical work experience
for career and personal development
P1 Explore and discuss different learning
theories that could be used to inform a
suitable work experience
P2 Examine the benefits of practical work
experience for professional skills and
career development
M1 Evaluate a range of different learning
theories in practice, to highlight and
emphasise the benefits of action-learning
for career development
D1 Critically evaluate the benefits of
practical action learning to underpin
theory and approaches in the work
environment
LO2 Plan suitable and relevant work
experience in an appropriate service
sector organisation
P3 Construct a development plan for
skills and career advancement within a
chosen service sector context
P4 Explain a range of tools and
techniques that can be used to acquire
appropriate work experience within a
service sector organisation
M2 Devise an in-depth development plan
that provides a detailed outline of the
approaches, tools and techniques applied
to gain appropriate work experience
within a service sector organisation
D2 Analyse and interpret actions,
activities and approaches adopted within

11 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 a structured development plan to gain
appropriate work experience within a
service sector organisation
LO3 Undertake appropriate work
experience to develop professional
skills and competences
P5 Conduct appropriate work experience
to develop specific skills for career
development whilst producing ongoing
evidence of work performance
M3 Examine the development processes
within a work context to maximise
growth opportunities within the work
experience
D3 Critically reflect on development
processes within the workplace to
establish strengths and weaknesses of
the different approaches adopted
LO4 Evaluate personal skills and
competences developed during
practical work experiences.
P6 Evaluate skills, performance and career
development to identify areas for future
advancement
P7 Recommend methods and techniques
to enhance development processes within
the given service sector work environment
M4 Produce an evidence-based evaluation
of work experiences, making actionable
and tangible recommendations for
enhanced development processes
D4 Justify the evaluation and
recommendations of different
approaches to enhancing development in
practice

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 Activity 01.

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 Slide No. 01.

“Good Day I am Dilma Dalugoda, a new recruited management trainee at Milk &
Honey Café, Colombo. I am going to present my aspirations showing my knowledge on
how to plan for my future career. I will first present the content that I am going to cover
through the presentation.”

Slide No. 02.

“1st I will do a little introduction about why the work experience important to develop
career in future, 2nd I will explain the benefit of practical work experience I gained, 3rd I

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 will discuss about different learning theories that helped me to grab the best out from the
time I plan to work at Milk & Honey Café with the development plan I created and at
the end I will present the tools, techniques and approaches that I utilizes to gain the
work experience”

Slide No. 03.

Individuals gain work experience through school/college, Undergraduate/graduate

internships, Speculative enquiry and Employer website but employers increasingly
expect job applicants to have relevant practical experience as well as good
qualifications. According to Brazen Life’s Huffington in California State University he
revealed that the work experience has already y become more crucial in hiring starting
in the year of 1980, 75% of students who has work experience and there were 10% of
interns in work-study programs were offered jobs by their employers, and by 2013 this
had been increased and just imagine by 2021 the priority is given to the candidates who
has work experience regardless of the academic achievement specially in Hospitality
sector. Therefore, doing simple tasks or having work shadowing can be hugely
beneficial for any candidate who seek career opportunities. Communication skills, team
working, building confidence in interacting with professionals, understanding of the way
how organizations work and bring bringing a job they have read about to life.

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 Slide No. 04.

Benefits of practical work experience can be identified as it helps candidates with an

opportunity to relate school studies with a workplace, helps to decide what the candidate
might want to do if in case the candidate is not confident of what needs to be selected,
enable to gain extra knowledge that can apply to the course, improve the chances of
getting a higher degree result, Networking, secure a graduate job early and it improve
students’ maturity, confidence and self-reliance.

Slide No. 05.

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 Then let’s move to the 2nd topic that is the discussion of different learning theories. I am
taking Kolb’s theory, Honey and Mumford learning Theory, Gang’s learning Theories
that I can apply to gain knowledge from the practical work experience.

Slide No. 06.

“As per Kolb theory the effective learning can be observed when a person progresses
through each stage of the cycle. First, the individual gain experience and this serve as a
basis for observation. Next, the individual reflects on these observations and begins to
build a general theory of what this information might mean. In the next step, the learner
forms abstract concepts and generalizations based on their hypothesis. Finally, the
learner tests the implications of these concepts in new situations and each style is
influenced by factors such as, social environment, educational experiences, or the basic
cognitive structure of the individual. As Saul McLeod mention in an auricle of Simply
Phycology, regardless of those influencing factors, the learning style preference is the
product of two pairs of variables, which Kolb presented as lines of an axis, each with
'conflicting' modes at either end Kolb's two continuums is that the east-west axis is
called the Processing Continuum which depicts how individuals approach a task.
Individuals can’t perform both variables at the same time. In Kolb’s learning style the
terms have been build up in two by two matrix system representing a combination of
two preferred styles.”

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 Slide No. 07.

“When I reflect my experience in improving my skills working with the PMS system
learning at Milk & Honey Café. I came to the realization that I am seems to be more into
assimilating learning pattern as I do not tempt to experiment things without good set of
information and always tempt to have more information analyze the information in more
meaningful way and a logical way about the subject before practical implementation. As
an example when I use the PMS system, when I came across with voiding a bill, I did
not jump at it and void the bill at once, I was trying to go through the system manual to
get a clearer path of voiding a bill correctly, even if I found the way I tempt to get more
concert confirmation from seniors. When I seek expert tips, then I came to know that
voiding is the last option that I have till that the item can be moved away from the bill
and keep it wait till another guest order the same plate and bill it to that particular bill.”

18 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 Slide No. 08.

“As per Peter Honey and Alan Mumford’s four different approaches, individual either
act as activist, theorist, pragmatist or reflector. To understand each individual’s
particular learning style Honey and Mumford have developed a Learning Style
Questionnaire and my result from Honey and Mumford have developed a Learning
Style Questionnaire, I approach learning being a pragmatist thinking how does this work
in the real scenario and I am willing to take time to think about how to apply learning in
reality to solve problem and I also willing to discuss and go through case studies to
make decisions. Even at the situation where I have to take the voiding decision, I tempt
to get more information about voiding the bill rather than just doing it. But when I have
to communicate and deal with a customer I tempt to reflect my experience of observing
and applying that knowledge in to the particular relevant scenario approaching as a
reflector and when I have a reflection of an activity I tempt to approach as an activist.
When I engage in F&B floor operation I tempt to work with the theories that I learnt and
apply those to serve the guest to improve their experience approaching as a theorist.”

19 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 Slide No. 09.

“Gang’s theory set up with different types or levels of learning which requires different
types of instruction. Since I was very new to different systems used in Milk & Honey
café and its integration, I would rather expect the preparation stage of full description
about each system, identification of systems and ways of integration, benefits of it and
risk areas further what I already know and can do with a system further at the stage of
Instruction & Practice I expected different methods of accessing the system as well as
several training sessions on each systems. After having those sessions, I was assessing
that skill and knowledge by checking the billing activities I did during the day and I got
comments” and tips from the supervisor to improve my actions to be more effective.”

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 Slide No. 10.

“As per the VARK test result I am a multimodal learner who has the ability to be
comfortable with any type of learning method but yet prefer more the kinesthetic
learning style than visual learning style. Therefore, the action learning at work become
more beneficial to me and that way I could learn most out of the learning areas I wished
to have. I was comfortable with kinesthetic learning strategies such as usage of senses,
practical exercises, experiences, examples, case studies, trial and error. The following
chart has listed out the author’s preferred learning materials being a kinesthetic learner.
At some areas where I have to perform in food operation in real working environment I
prefer to get ideas through role-plays using se simulation techniques, to recall past
examples and performances that exactly happened; the experiment, the journey, the
incident, the client, the customer and the facts. All the same pay more attention to
demonstrations of practical action and tempt to work on own ideas own experience and
examples in applications.”

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 Slide No. 11.

“Now I am going to explain how each learning theories benefited me to gain action
learning for my career development. Following the most matching learning theory to
learn and feel my mind with the knowledge helped me to define my behavior including
ideology that way I could become the most suitable candidate for the position I applied.
Then the next thing is when I started action learning I could use my knowledge when I
came across with a challenge I could use my prior knowledge, think and solve the
problem. Nevertheless, I could learn new ways of solving problems and it is because of
active participation in order to learn. Further action learning enabled me to go through
Constructivism where I get opportunity to brings past experiences and cultural factors to
a current situation and make changes in the current position in order to improve the
service at Milk & Honey café. As an example I got a change of improving the inventory
management system at Milk & Honey café as I had experience in managing the invert at
Movenpick Hotel Colombo being a hostess. At last action learning push me to go
through with Connectives which is a learning theory that explains how Internet

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 technologies have created new opportunities for people to learn and share information
across the World Wide Web and at Milk & Honey café I got a chance to management
consumer experience through Facebook page and handle reviews in order to create
KPIs. “

Slide No. 12.

“As per the research done by BCM Service providers on the topic of Using an action
learning methodology to develop skills of health managers, 14 managers have revealed
several benefits that they have got through the action learning session. As per their
research the 1st benefit that was revealed was the action learning was empowering and
gave them confidence, assertiveness and a sense of independence. 2 nd thing was as a
result of the similarity of the challenges experienced by participants and their frequent
meetings, participants learned to trust one another and developed lasting relationships
that continued beyond action learning. 3rd was it helped to improve their critical thinking
skills which were applied to their work challenges in order to develop relevant
solutions”

“When I analyze and compare my personal experience with my past action learning
experiences I could experience that I have become more confident, and I feel

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 empowered by 2021 than when I started my career in 2017. When I started working in
2017 with group of people I was not good at working with another and started the slow
process of trusting the group and by 2021 I could build up long lasting, trusting
relationships with different level of individuals in the field which help me more to build
my career. Further at the 1st stage of my career when I come across with challenges I
tempt to think only abut “What should I do” and by now I already have sense of what
needs to be done and I have the ability to build hypothesis of building “what if
situations” and also with solutions to each challenges. That way I could improve my
critical thinking and problem solving skills that helped me to reach to the level of
management trainee from the stage of industrial trainee”

Slide No. 13.

Now let’s look into my personal development plan I created to acquire my expectation
to develop my career.

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 Slide No. 14.

My expectations with Milk & Honey café were to improve my strategic decision making
skills and to gain A-Z PMS, POS and CRM system knowledge being a management
trainee. Further one of my major goal was to implement new ideas and changes to
enhance the level of services at Milk & Honey café. When it comes with A-Z POS
System and CRM system knowledge I already had some knowledge about those systems
and I was planned to improve that knowledge within 1 month at Milk & Honey Café
while my plan was to improve my strategic decision making skills during the time I
work at the café as a management trainee.

25 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 Slide No.15.

“My measurable action step of gaining A-Z POS System and CRM system knowledge
under that I wanted to improve set of skills such as Speed, Maintenance, Billing &
Invoicing as well as Analytics and reporting. I practiced while working to keep the
speed and daily observation and present suggestions and discuss with management to
get feedback. The relevancy of it was because being a management trainee need to have
organization technological developed system knowledge as the field is developing day
by day and advances and I had a challenge of attainability of it because Being a
management trainee, no authority to get to know the other advanced options in the PMS
and CRM system therefore I need to get help from the supervisor using his or her
authority card and guidance. Then when it comes with improving knowledge of finance
and strategic decision making, under that I wanted to improve skills such as Identify
critical factors which will affect the outcome, evaluate options accurately and establish
priorities, anticipate outcomes and see logical consequences, navigate risk and
uncertainty, Reason well in contexts requiring quantitative analysis. I placed to take
actions preparing daily finance reports and checking accuracy with the higher
management because it enables my skills of Identifying different patterns of decision
making enables to make independent decisions which makes better outcome that address
different situations and circumstances I had a challenge when achieving this as the
expert guidance from experienced personnel finance A-Z was rare. Anyhow I could
achieve both my development goals as well as my major goal of implement new ideas

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 and changes to enhance the level of services while gaining knowledge areas that I am
lacking of as a result I could implement a new process of managing inventory at milk &
Honey Café.”

Slide No.16.

“I utilized different tools and approaches to achieve those goals in my personal

development plan. To achieve A-Z POS System and CRM system knowledge I could get
chance to attend workshops carried by Oracle group with the support of milk & Honey
café. On-the-job development by attending knowledge stimulation session such as how
to diffuse an irate and confrontational client in person when billing goes wrong. Then
when improving knowledge of finance and strategic decision making was supported
with mentoring method involves senior leaders/management at Milk & Honey café as
they take junior staff under their wing to help develop important skills. As a trainee I
attended conferences which are a useful way to network and gain exposure to a vast
knowledge base of both interdisciplinary and outside industries nevertheless carrying
out self-studies such as reading/researching, outside of work hours helped me to perform
my tasks as a management trainee.”

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 Slide No. 17.

“Now let’s look into the tools and techniques that can be used to acquire appropriate
work experience within a service sector because one of the challenges that hospitality
candidates face is finding work experience to put on the CV, while studying or after
graduating. Often employers look for candidates with strong work experience, not only
the academic knowledge that, but it's experience that leads to improved skills and
increased employment opportunities, despite years of study. Therefore, the candidates
can keep a Keep a Career planning tool that has several sub tools that cover self-
assessments, Research information about the labor market, Creation of career search
toolkit ways of put career campaign into action and information that the candidate need
to engage in networking.”

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 Slide No. 18.

“Under the career coming up with tool first phrase of Conducting a self-assessment, I
will name the SWOT analysis. discernment is that the key to picking a career.
Understanding own preferences, knowing own strengths, and facing the areas that one
has to develop are the primary steps for effective self-assessment. The SWOT analysis
mirrors the strengths you have already got to enter the sector and weaknesses and
provides the candidate data regarding boosting the CV.”

“The second section is researching the marketplace that helps to collect marketplace
data making it sure the education and coaching are relevant. s on social media such as
Twitter, Facebook, Linked in, Instagram. I may additionally monitor news from business
associations to scan their statement on problems and trends poignant specific sectors of
the business and/or geographic regions. This helped to spot growth patterns, perceive
job market trends, and gain a footing ought to I actually have the chance to interview.
Learning the maximum amount as I may regard careers inside the business and cordial
reception business can permit ME to create smart selections regarding my future.
Visiting job boards helps to spot demand and following firms and sectors within the
media”

“The 3rd step is to create career search toolkit such as CV, Cover letter, Reference list as
these reflects personal attributes such as my values, personality type, personal qualities,

29 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 and characteristics, when it comes with technical skills, the knowledge on how to use
restaurant Point-of-Sale systems, hotel reservations systems, or other computer software
and at the end transferable skills such as the ability to read a balance sheet and prepare a
budget that is relevant to the available opportunity to be the best candidate”

“4th step is putting the career campaign into action by building connections with the
person responsible for hiring within the organization, the person who currently works in
my ideal role within the company, my personal contact and these focused short scripts
helps me to approach potential contact to set up an informational interview. This is a
session where I could make contact with individuals who can use their first-hand
experience to educate me about a particular role or company.”

“At the end engage in networking such as maintaining contacts, attending conferences,
participating in events needs to be consider as tools as these offer the great attitude and
valuable ideas, and chance to gain a reputation as someone who contributes to the field.
Further carrying a professional profile on social platform such as linked in enables you
to keep consistent contacts with professionals.’

The most important tools that helped me to get the opportunity at Milk & Honey Café
are depicted in the next slide.

30 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 Slide No. 19.

The job application becomes the tool that shows my interest in the job and informs the
employer of my relevant skills and experience. Knowing how to complete a job
application well became a significant impact on my chances of receiving an invitation to
interview.

My CV made a better impression on the recruiter as it was well-written and that did not
underestimate my qualifications. The prior experience, I had in the same field and
logging that information in an authentic way made me the best candidate for the
management trainee job position that I applied to. I gathered the information about the
skills. When it comes to technical skills I had PMS, POS, and CRM system accessing
skills that related to the hospitality sector especially in the restaurant operation
management, kitchen equipment handling as well as my prior work experience in two
main operations such as in kitchen and food and beverage departments in 5 stars’ hotels
and franchised brand restaurants, and everything was brought to the table through the
CV. Further, it depicted my personalities such as communicative nature, punctuality,
creativity, and organized quality.

When I get ready with the interview I consider about reviewing the job description
Thoroughly , researching the company, Thinking about what you will wear, Planning

31 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 your journey to the interview, Preparing for questions you will be ask, Preparing your
own questions for the employer, Following up with the employer. The reason why I go
through with the job description is because it hits about The job title and department that
I will be working an understanding of the major purpose of the position and where the
role fits into the organization and most importantly allow me to discover who your
potential line manager could be. Researching about the company allow me to gather
information about the company culture, executive members, company financial as well
as about the competitors that way I can be more confident in where I am heading to and
how should I pitch the interview by talking and as well as about the way how I should
act during the interview to make an impression. I was wearing a well ironed clean full
formal suit as I applied to the management trainee position in hospitality sector.
Therefore, I need to be pleasant and show my confidence. When I present myself I sat
strait and made eye contact with the interviewer and communicated the interview
questions and answers well confidently.

Slide No 20.

When discuss about the techniques and approaches there are different ways to gain work
experience in hospitality sector. Volunteering is a great way to lend the skills, try new
things, and boost the resume. If there is an opportunity to volunteer as a server at a
major dinner taking it may help to attract the eye of the recruitment manager of F&B in
the field. In the 17 months until lockdown in March 2020, Only a Pavement Away had

32 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 placed a total of 69 members into employment and were averaging one person per week
into roles within the hospitality industry adding around £2.2 million to the economy. So
for those 69 member will get a good recognition in the field in future with credits.

Another technique is to learn different languages. As per Frank Smith, One language
sets you in a corridor for life. Two languages open every door along the way.” Language
immersion trips present a valuable opportunity to not only become bilingual or
multilingual but also to gain in depth knowledge of another country and culture. That
can enhance the life professionally, personally, and even mentally and spiritually. For
me when I work at Milk & Honey it was helpful for me to knowing and having ability to
understand different languages and that way I could directly talk to the guest and serve
with their needs collecting their needs and updating CRM systems for the use of
advanced analytics, revenue management systems and customer segmentation, to
increase loyalty. As per the research results , 66% of job recruiters actively look for
multilingual or bilingual talent.

Another technique is getting internships that helps to gain work experience in degree or
preferred career before entering the job market full-time and this enables to develop
valuable connections with people who can teach new skills, mentor you as a young
professional, and build the network for the job hunt later.

“Stepping to the service career through connectivism is a technique of learning that

explains how Internet technologies have created new opportunities for people to learn
and share information across the World Wide Web and being a management trainee at
Milk & Honey café one of my major goal was to be better at connectivism”. Candidates
can put efforts and energy into mastering Facebook, LinkedIn and Twitter, social Medias
that ranks as the fourth highest sourcing tool, beating out the corporate website. That
way it enables to note referrals are the number one source for finding good candidates
because with 92% of employers are using social media for the purpose of recruiting
talents.” At the end the work experience became a significant segment in my work
excursion and profession and it ought not be negligent.

33 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 Slide No 21.

34 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 Activity 2.

Work Experience
Report.
Skills and competency development within
Service sector.

The record of knowledge, plan for the development of

skills and competency within service sector

MILK & HONEY CAFE | Horton Place, Colombo.

35 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 1. Introduction

The work placement for this module is the result of one-month work experience at Milk
& Honey Cafe. I have been working in at 5stars hotels such as Hilton and Movenpick
both covering the department experience of Kitchen and Food and Beverages as well as I
have completed the professional vocational training done by the government for
professional chefs

Since the operational manager at Milk and Honey café Mr. Surange Dodampahala was
looking for a management trainee for 6 months I applied for the position of management
trainee. I was responsible for overseeing the café operation including inventory
management, roster management, complaint handling and ensuring the customer retention
and billing and invoicing on roster basis and I have completed almost 3 months which has
been under continuous development ever since.

The biggest project the company is to increase the consumer loyalty ensuring the quality
of the service and food. In order to assure the supply chain process and inventory
management, Milk & honey café used to carry out a manual process where there are no
history records to refer enough to manage the cost and the waste. As I have started
working as a management trainee I could identified the lacking management system for
cost, waste and inventory. I had chosen that an excerpt of my work would suit this module
perfectly.

36 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 2. Review of Activities

2.1. Time Keeping

I have been improved my time keeping and time management from the beginning of my
career. Even though there is no specific time managing tool in the restaurant sector, the
assigned tasks are managed in a given roster based schedule and if the operation is busy
the work period lengthen without a notice. My work starts at 9am and ends at 7pm and on
and off time will be recorded with the finger print scanner. After reported to the work in
1st day of the week (Monday) my first task is to oversee the inventory and check the good
receiving and ordering process.

After that I am engaging in the operation while completing my tasks of engaging with
customers, invoicing and billing. At the end of the day I get the copies of the daily sales
records and oversee the fast moving items and slow moving items and prepare plans to
improve the transactions. The same schedule goes till Wednesday. On Wednesday
depending on the operation of the café an hour of time will be dedicated to carry out and
join online conferences and workshop joining. That time varies. Every Friday in the
management meeting I am dedicated to provide the weekly report of fast moving slow
moving products and come up with solutions for slow moving items in order to increase
the sales and carry out a discussion session in order to excel my knowledge.

2.2. Working within a team environment and communication.

One cannot work and be successful as an individual hence this is a service industry
where everyone has to work with a team and it is always a team work if an
organization can call it a successful. Since I already have work experience in 5stars
hotels working a team at a café was quite easy as the operation is not huge as a hotel as
well as the systems and processers are not complicated as in hotels. Further the full
count of the café and management members is 11 and the communication process was
much easier and much comfortable to exchange ideas effectively and efficiently
regardless of the availability of communication and technical devises when compare
with a hotel process. Teamwork is one of the foremost wanted skills within the
geographic point, particularly within the service sector, per a survey by the National
Association of faculties and Employers. Advancements in technology have allowed

37 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 corporations to be additional connected and cooperative than ever before, with various
hands spread around the world. As a result, it’s even additional necessary for workers
to demonstrate sturdy cooperation skills, in each face-to-face and virtual team
interaction. My cooperation skills were rising since a younger age as I unbroken
learning in faculties wherever it's the simplest place to develop cooperation skills.

Cluster work may be an integral part of my work experiences because it is a nice

chance to develop my relationship building, project management, and leadership
talents. operating with the Milk & Honey restaurant team helped me to improve my
skills, Milk & Honey restaurant incorporates an open culture wherever anyone will
directly speak to the upper management overtly and honestly concerning expectations,
deadlines, and responsibilities. Establishing open lines of communication promotes
trust and makes for positive team surroundings. whereas disagreements may occur,
being direct and respectful in communication with alternative team members can
facilitate resolving problems quickly. My previous work expertise and exposure
enabled Maine to speak my ideas with alternative members while not leading them too
hard things.

2.3 Problem-solving.

Effective drawback solvers area unit ready to suppose outside the box once challenges
or problems arise among no time. instead of that specialize in negative outcomes, they
have to remain calm and facilitate cooperation towards an answer. This approach helps
uncover roadblocks or inefficiencies that area unit inhibiting the team’s success, that the
business will work to enhance those processes within the future.

In the 3rd month of work I worked on improvements of some processers such as

implementing an inventory management process and supply chain. Because that was
the biggest problematic area of the café. Observing the Milk & Honey café operation
for a month of period and learning more about the management decision making for
another month of period, I could draft a manual system to in prove the supply chain
process and inventory management at the café in the 3rd month.

38 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 2.4 Critical thinking.

Vital thinking permits one to form higher, additional enlightened selections. It is often
tempting to follow alongside regardless of the cluster decides, or what one team
member believes is that the best course of action, however generally a unique approach
or a replacement plan will facilitate attain higher results. By thinking critically
concerning matters – examining all sides of a problem, reflective on past experiences,
and being attentive to what alternative cluster members ought to say – one may make a
breakthrough that moves the team forward in new and exciting ways that.

Within the second moth I attended workshop that done by Oracle group about the PMS,
RCM system at Milk & Honey cafe, joined the role plays that are done by the
supervisors about decision making and consumer handling further went through the
shadowing for billing and invoicing and practiced Analytics and reporting. Since I am a
great listener and quick learner I could easily catch the methods that the oracle group
presented in order to keep the maintenance process of data in the CRM, PMS systems.

39 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 3. Reflection of understanding continuous future career development
and approaches to learning and development.

Continuous learning can be known as the method of learning new skills and information
on a current basis. This learning will be either within the style of formal course taking or
casual social learning that involves self-initiative and absorbing challenges. It may also be
inside a company creating it long learning. The method of the continual learning vital for
organizations as a result of the world marketplace is competitive and staying competitive
in such a context, the total organization ought to be innovative, adaptive, and updated.
Achieving this relies on the talent and information of the force. So the expectation of
employers for his or her force is such. Having that understanding the candidate ought to
be prepared being initiate, attempting new method by learning or experiencing.

Learning has to get on a versatile, on-demand, and continual basis so as to contribute to

the current quite fashionable performance. The advantages of continuous learning will
benefit in each way that reflects on the advantages for the organization and another will
be known as once staff grasp additional they'll do additional for the organization which
ends up in causative additional to the organization. The second advantage that is
identified was being useful to the leader investment within the development of staff
because it is a smaller amount costly than rehiring and grooming new staff. Show that
staff square measure valued - support of continuous learning indicates that staff square
measure definitely worth the investment which the organization is real regarding worker
career development. Benefits for the organization. making a learning culture inside the
organization is an efficient thanks to improve performance and innovation, as mentioned
earlier, however additionally worker satisfaction and retention.

When consider the benefits that the individual gets from continuous updated information
or skills will be mentioned as being the highest performer at the work and once being the
highest entertainer that acts as a title that place the individual in a higher standing at the
work gap additional possibilities to develop the career. Likelihood to induce extra
coaching, education, or talent those will facilitate to attain goals like getting skilled
licenses or certifications. As an example if the candidate employee is a bartender, being

40 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

the top performing bar tender enables to get there's a chance to get the bar opening license
to themselves. Once it involves the author's side, being top performer in food and
beverage service facilitate the author to get the next first chance to reach to the supervisor
position. Usually the candidate's interests extend on the far side the task they are doing on
a day to day. Following extracurricular interests will cause insight and developments that
open the door to new, future opportunities. Any at it permits the individual keep to remain
in current trends and advances of one’s profession will facilitate a worker stay marketable
in their profession ought to something amendment.

Continuous learning is a formal commitment, sometimes temporary, that is taken on to

achieve new skills and there are different approaches that individuals can use as each one
has their own way of approaching each target and depending on the approach pattern, the
effectiveness of learning of particular studies can also be measured such as being a
member of a group, such as in a classroom setting or in a mentoring and coaching
arrangement. Most learning theories fall into one or more approaches such as The
Behaviorist Approach which is concerned with learners responding to some form of
stimulus,

The Cognitive Approach based on knowledge and knowledge retention and The Humanist
Approach based on explanations of individual experience. When considering the
behaviorist approach, learning begins with learners respond to stimuli in the environment
hence the employer or the facilitator needs to provide relevant and useful stimuli in order
to provide the learner with an opportunity to responds to gains and required knowledge or
experience. At the Milk & Honey café the author got that chance of improving the
knowledge on the CRM and PMS system technical knowledge as the Milk & Honey café
sponsored and facilitate the opportunity of joining the workshop organized by the Oracle
group Sri Lanka. In the work context, this positive reinforcement will be executed by
providing certificates, giving rewards, and giving titles after successful completion of
learning. Hence the author received a virtual certificate of completing the technical
workshop learning organized by the Oracle group. Under this approach what the author
could be identified in the particular work context was the application of social theory
which proposes that people can learn, both directly and indirectly, by observing
others. When the author works in Milk & Honey café the author could get the exposure of

41 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

how other supervisors make decisions in each situations and this exposure falls under the
humanist approach

The social learning approach places nice significance on learning with people, through
social interactions, either face-to-face or in an exceeding team. There are three stages in
the sequence such as Attention is focused using a model (e.g. trainer and a trainee).
Learning takes place through observation of the model's behavior, and the consequences
of this (e.g., the trainee watches the trainer use the telephone). The subject analyses and
codes the learning. If the imitation of the model is possible, this will help in the
reinforcement process (e.g., if the trainee can copy the trainer's actions, the learning will
be reinforced). When considering the cognitive theories, they are concerned with the role
of the active mind in processing learning opportunities and developing.

This approach is highly connected with Bloom's taxonomy theory that describes the
‘cognitive domain’, that associated with memory and understanding, and the ‘affective
domain’, how feelings or emotions change as a result of learning. When considering the
humanist approach, it highlights active learning is at the core of these humanistic
approaches to learning. The terms 'andragogy' and 'pedagogy' highlight the difference
between the previous training model and the current approach. Pedagogy initiate with
instruction as knowledge is transmitted formally from the person who knows well to the
person who does not know. More similar to the institutional settings, where it can be
administratively easier to assume control of the learning experience while ignoring the
ability or needs of the person to engage in self-directed learning – for example in schools
and other educational establishments. Andragogy provides a process model that the
learner discovers knowledge that fits well by each individual supported by a coach, or
mentor. This can be named as experiment learning under the humanist approach, the most
highlighting theory is Kolb learning theory which can be seen in the work context by
having group discussions and joining workshops as the author already obtained joining
oracle group workshop.

The most matching learning theory to learn and feel the author’s mind with the
knowledge helped to define the behavior including ideology that way the author could
become the most suitable candidate for the position applied. Then the next thing is when

42 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 the author started action learning the author could use the knowledge when came across
with a challenge. Author could use prior knowledge to think and solve the problems.
Nevertheless, the author could learn new ways of solving problems and it is because of
active participation in order to learn. Further action learning enables the author to go
through Constructivism where the author get opportunity to brings past experiences and
cultural factors to a current situation and make changes in the current position in order
to improve the service at Milk & Honey café. As an example Author got a change of
improving the inventory management system at Milk & Honey café as she had
experience in managing the inventory at Movenpick Hotel Colombo being a hostess. At
last action learning push me to go through with Connectives which is a learning theory
that explains how Internet technologies have created new opportunities for people to
learn and share information across the World Wide Web and at Milk & Honey café
author got a chance to management consumer experience through Facebook page and
handle reviews in order to create KPIs.

43 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 4. Evaluation of own professional and personal skills and career
development and recommendations for alternative methods to
approach skills development going forward.

Skills can be identified in two ways such as soft skills and hard skills. Hard and soft skills
are differed by the way they are gained and the way the individual put to use at the
workplace. Hard skills are often gained through education or specific training. They
include abilities like how to use a certain machine, software or tools. The figure 2.2.1 is a
depiction of author’s SWOT analysis of hard skills gained through continues professional
development.

Figure 2.2.1. SWOT analysis of Hard Skills (Professional Skills)

44 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

As per the SWOT analysis of hard skills of the author the author has certificate in
professional Cookery at Sri Lankan Institute of Tourism and Hotel Management and had
gained 1 1/2 years work experience in two 5-star chain hotels covering up kitchen
department and food and beverage department. Having these hard skills gained through
professional development made the author to become a suitable candidate for the position
of management trainee and perform the job responsibilities in a restaurant operation. Soft
skills are more often seen as personality depictions and each individual might have spent
the whole life developing soft skills. They are managing the time, communicate with
other people or tackle a difficult situation for the first time further soft skills are overall
habits in the workplace. As per the table 2.2.2 the author has developed more soft skills
such as communication, co-corporation, team work, problem solving and etc. further
developed through the background or approaches of sports, prior work experience and the
education and the following table is based on the history records and strength of the
author.

Table 2.2.2 Soft skills of Author

Skills Score (1-5) Evidence Of where, when and how you have used
to this skill/ quality
Leadership and 1  School Sport meet, Extra Curricular
Team Work Activities (2001-2014)
 School Girl Guiding (2008-2010)
 Legacy Healthcare PVT LTD Dallas
team claim settling (2017-2018)
 Sri Lankan Institute of Tourism and
Hospitality Management certificate level
Professional Cookery group projects and practical
team operation sessions (2018).
 Hilton Hotel Colombo kitchen
operations (2019)
 TGI Fridays Restaurant food and

45 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 beverage operations (2019)
 Movenpick Hotel Colombo food and
beverage operations (2019 -current

Co-operation 1  School Sport meet, Extra Curricular

Activities (2001-2014)
 School Girl Guiding (2008-2010)
 Legacy Healthcare PVT LTD Dallas
team claim settling (2017-2018)
 Sri Lankan Institute of Tourism and
Hospitality Management certificate level
Professional Cookery group projects and practical
team operation sessions (2018).
 Hilton Hotel Colombo kitchen
operations (2019)
 TGI Fridays Restaurant food and
beverage operations (2019)
 Movenpick Hotel Colombo food and
beverage operations (2019 -current)

Communication 2  British Council Business

Communication Skills certificate. (2017)
 Legacy Healthcare PVT LTD Dallas
team claim settling call center operations (2017-
2018)
 TGI Fridays Restaurant food and
beverage operations (2019) – being the hostess

 Movenpick Hotel Colombo food and

beverage operations (2019 -current) being a
hostess

Problem Solving 2  Legacy Healthcare PVT LTD Dallas

46 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 team claim settling (2017-2018)
 Sri Lankan Institute of Tourism and
Hospitality Management certificate level
Professional Cookery group projects and practical
team operation sessions (2018).
 Hilton Hotel Colombo kitchen
operations (2019)
 TGI Fridays Restaurant food and
beverage operations (2019)
 Movenpick Hotel Colombo food and
beverage operations (2019 -current)

Achieving Aims 2  Legacy Healthcare Pvt Ltd Dallas team

claim settling, achieving targets (2017-2018)
 Ade Lanka Pvt Ltd. Achieving targets
(2016-2017)

Working with 1  School Sport meet, Extra Curricular

Others Activities (2001-2014)
 School Girl Guiding (2008-2010)
 Legacy Healthcare PVT LTD Dallas
team claim settling (2017-2018)
 Sri Lankan Institute of Tourism and
Hospitality Management certificate level
Professional Cookery group projects and practical
team operation sessions (2018).
 Hilton Hotel Colombo kitchen
operations (2019)
 TGI Fridays Restaurant food and
beverage operations (2019)
 Movenpick Hotel Colombo food and
beverage operations (2019 -current)
 Ade Lanka Pvt Ltd. Achieving targets

47 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 (2016-2017)

Interpersonal Reading 1  St. Mary’s Convent Matara. (2013-

Skills (reading, Writing 2 2014) Advance Level Language stream.
writing, Speaking 2  Ade Lanka Pvt Ltd. Proof reading data
speaking, Listening 1 analyzing (2016-2017)
listening)  Legacy Healthcare PVT LTD Dallas
team claim settling proof reading, call center
information handling, communicating and
processing (2017-2018)
 Sri Lankan Institute of Tourism and
Hospitality Management certificate level
Professional Cookery group projects and practical
team operation sessions (2018).
 TGI Fridays Restaurant food and
beverage operations (2019)
 Movenpick Hotel Colombo food and
beverage operations (2019 -current)

Non-verbal 2  Sri Lankan Institute of Tourism and

Communication Hospitality Management certificate level
(body language/ Professional Cookery group projects and practical
facial team operation sessions (2018).
expressions)  TGI Fridays Restaurant food and
beverage operations (2019)
 Movenpick Hotel Colombo food and
beverage operations (2019 -current)

personal skills are essential to survive in the job to creating positive and functional work
environment while professional skills necessary to successfully perform technical tasks in
a job. Depending on their business employers always tempt to seek candidates with
hybrid skills which are a combination of soft (personal) and hard (professional) skills.

48 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

Some employers may prefer to select candidates who have a stronger set of soft skills
over hard skills, as soft skills are at times more difficult to develop. [ CITATION ALI20 \l
1033 ] Personal development is about improving born talents and potential, both in and
out of the workplace by having a thorough understanding of what needs to be achieved
and how to achieve it so that the candidate can develop the necessary skills such as
Leadership skills, time Management skill, critical thinking, Communication skills etc.
Professional development involves developing own self in the role to entirely understand
the job the candidate wishes to do and how can be improved. It involves enhancing the
necessary skills to carry out the role as effectively as possible and it is something that will
continue throughout the working life. With changes of the career life happening every
day, even when the advance of technology, it is important to develop the skillset to remain
effective in the career.

Effective professional development involves ensuring the knowledge and understanding

of the targeted area of expertise for the career is always at the highest possible level. It is
the acquisition of skills and knowledge for career advancement, but it also includes an
element of personal development. Professional skill development may include formal
types of vocational education or training that leads to a career related qualification. It can
also include informal training and development programmers, which may be delivered on
the job in order to develop and enhance skills such as system training, Accounting,
reporting and analysis etc. These could be approached in many different methods, such as
classroom based learning, eLearning, coaching, consultation, mentoring, conferences etc.

As per the development plan prepared for the career development with Milk and Honey
Café the author had two major goals to develop. The first goal was to develop A-Z POS
System and CRM system knowledge and to reach the goal the author needs to develop the
rage of skills such as Speed, Maintenance, Billing & Invoicing and Analytics and
reporting. To improve the maintenance skill of each system the author approach it with
attending workshops that carried out by the service provider Oracle group. That provided
the A to Z knowledge about the way how the employee should utilize each system and
tips to ensure the long run and speed of performance through the system.

Billing and Invoicing skills were approached with on the job training session where the
author got the guidance and practical approach while billing and invoicing the actual
49 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01
situations at the café. Analytical and reporting skills were approached by having stimuli
which is having role-play sessions to improve ways to analyses a customer interaction
and ensure their satisfaction through CRM system for example, learning how to diffuse an
irate and confrontational client in person analyzing the history records and taking future
actions to ensure future satisfaction of the guest. The author finds challenges while
following each learning approaches such as, being a management trainee, no authority to
get to know the advanced options in the PMS and CRM system directly while working
therefore the author always had to request the training or supervisor observation using his
or her authority card.
Especially when practices the billing and invoicing while the operation goes, if there was
an error occurred author always had to request the authority supervision even if the author
knew the way to fix the invoice error. This led the invoicing speed low. Another obstacle
the author faced was the professional training by the authority party as an example the
training sessions done by the Oracle group was limited and their opportunity to directly
work and join the workshop is limited and it requires best performance during the work
period. If the organization had number of management trainees not all the trainees will be
able to join the session but selected number will be able to get the chance that way, such
competition become an obstacle to approach that workshop sessions. Further when do the
stimulation sessions such as role plays in order to develop the the analytics and reporting
skills, there was no metrics to measure the success of authors performance rather than
updating the CRM system with a positive comment to a particular guest who had negative
feedback in history records.

Therefore, the author finds that if the Milk and Honey café can carry out case study
approach to reach and improve the analytics and reporting that way the management
trainee can deeply investigate and refer reports and analyses the impact and forecast the
actions to be taken more clearly than the role play as per Meg Hoppe Case studies can be
created to address different specific possible personas/roles. If the corporate made a
conveyor system for a disposable tissue manufacturer; in theory, the worker might
consider the general success of the project and write one case study that’s relevant to
every one of the folks concerned within the call to buy this instrumentality, it addresses
exactly on what prospects the leader wishes to understand before creating a shopping for
the call by responsive the old question each prospect is asking: “What will this do for the
business?” Further, it can tell the success of the business, bringing it to the audience
50 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01
through the real-work scenario which can be related to the business. Therefore,
employees will be more be motivated by seeing progress and real-life impact in their
companies. Publishing a case study and sharing it with other workers make a huge boost
to employees’ job satisfaction because it validates all the hard work they’ve been doing.
[ CITATION Meg19 \l 1033 ]

The second major goal of the author’s development plan was to improve the knowledge
of finance and strategic decision making. Under that the author planned to improve the
skills of identifying critical factors which will affect the outcome, evaluating options
accurately and establish priorities, anticipating outcomes and see logical consequences,
navigating risk and uncertainty, Reason well in contexts requiring quantitative
analysis. Further to develop those skills the author followed Mentoring, Conferences
and self-study approaches. Each approaches helped develop each skills as knowledge of
finance and strategic decision making is interconnected with different sources and
approaches. Mentoring helped to develop the skill is strategic decision making as the
mentor listen and provide feedback of what the author thinks on a particular situation
and that way the mentee can consider various possible options referring those to the
resources available and facilitate to the particular decision proposed that way the author
could develop the skill of evaluating options accurately and establish priorities as well
as skill of identifying critical factors which will affect the outcome. Because mentor
provide feedback mostly sharing their own experiences. That way the mentee can get
helps from the mentor identifying skills that could be developed, coach them and give
them an opportunity to practice and receive feedback. [ CITATION Kor16 \l 1033 ].

The opportunity to join conferences helped to get the exposure of how managers take
decisions and the way how they navigate risks and uncertainties based on different
business critical factors in real time. Those idea sharing help the author to come up with
new possibilities to employee in the workplace in order to reduce the risk and
successfully address the critical factors. Ex: Establishing the manual intently
management system that helps the business to implement a full equipped automatic
inventory management system. The author could come up with the ideal as in a
conference the author came to hear that how the CEO of Karaka business manage the
supply chain and inventories during the pandemic reducing the waste. Self-Study

51 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 approach helped the author developing almost all the skills that the author wanted to
develop in the work context of Milk & Honey café. Most importantly the skills of
anticipating outcomes and see logical consequences while reasoning well in contexts
requiring quantitative analysis as self-researching helped the author to gather more
logical information and analyses that helps to make decisions related to the context.
During these learning approaches what the author identified as an obstacle was receiving
mentoring by different supervisors that sometimes led the author with confusion because
of lacking the pattern of application. As per the study done by the Corporate Leadership
Council employees who are most engaged at work perform 20% better and are 87% less
likely to leave the organization with a proper mentoring but without properly matching
mentors and mentees, a mentoring program may never reach this kind of impact.
[ CITATION Ama21 \l 1033 ] As per the same study the revealed mentoring program
must determine the best mentoring match because When matching 20 mentees with 20
mentors, finding the best match might is fairly straight forward. But at certain point
when that number doubles, or triples around 50+, matching manually can become
unmanageable or burdensome. Likewise matching the mentee with mentor should help
determining the purpose of the mentoring program but when the mentor changed with
the drastic time the determination will loose and it will be burdensome and the learning
approach will not be successful as predicted.

Action Plan to be completed by (30/06/2021).

Specific Approaches and tools Obstacles Alternative

Development Goal Method
A-Z POS System  Chance to  Competition Case study
and CRM system attend workshops and limited approach to
knowledge carried by Oracle opportunity reach and
group. improve the
 Speed.  Access analytics and
 Maintenance  On-the-job Limitation and reporting rather
 Billing & development - The Permission than following
Invoicing main goal of on-the- pending it with role play
 Analytics and job development is to situations.
reporting
provide everything to
the employee for self-  Lack of
study while at work. metrics to
measure the
success of

52 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

  Stimulation performance.
could be role-playing a
customer service
interaction, for
example, learning how
to diffuse an irate and
confrontational client
in person.

 Mentoring  Mentoring by Matching the

Need to improve method involves senior different mentee with
knowledge of leaders/management supervisors mentor help
finance and taking junior staff leads determining the
strategic decision under their wing to confusion. purpose of the
making. help develop important mentoring
skills. program rather
 Identify than holding the
critical factors  Conference sessions with
which will s are a useful way to different
affect the network and gain mentors.
outcome. exposure to a vast
knowledge base of
 Evaluate both interdisciplinary
options and outside industries.
accurately
and establish
priorities.  Self-
studies can be
 Anticipate accomplished through
outcomes and different methods:
see logical reading/researching,
consequences. taking classes, etc.
outside of work hours.
 Navigate
risk and
uncertainty.

 Reason
well in
contexts
requiring
quantitative
analysis.

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 5. Conclusion.
Having the work exposure of Milk & Honey café enabled me to unlocked the next step
of my career development plan. Further allowed me to improve my skills in very new
approaches such as joining conference, mentoring, and joining workshops, those
approaches directed me to stay more focused on achieving my major goal of becoming a
hotel manager as it helped me to develop and improve the capabilities and making my
experience vaster in the service sector.

Work Experience
6. Appendix LEARNING LOG
Work Experience learning log

Student name: Dilma Dalugoda

Student ID: COL/E-010280
Module Number & Name: Unit 13: Work Experience
Academic Tutor: Dr. Dilina Herath
WRL activity: Work Experience Portfolio

DATES OF ENTRIES IN LEARNING LOG

(01/04/2021) __1st Month_____

(01/05/2021) _2nd Month______
(01/06/2021) _3rd Month______

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 LEARNING LOG
(01/04/2021) - 1st Month

LO1: Investigate the value and benefits of practical work experience for career and personal
development
LO2: Plan suitable and relevant work experience in an appropriate service sector organisation
LO3: Undertake appropriate work experience to develop professional skills and competences
LO4: Evaluate personal skills and competences developed during practical work experiences.
What have I done? (relate tasks to Learning Outcomes LO1, LO2, LO3, LO4,
LO5 in your WRL form)
The main task was to regulate the café operation increasing the consumer loyalty and
satisfaction increasing sales and reducing the waste. Writhing the first month I got the
chance to observe the operation and internal management being a 3 rd eye rather than
involving in the operation directly during that time I was trained and briefed with the
Milk & Honey culture and current processers further about how the decision making
happens. During the first month I had to take 100% understanding of the company
culture and the operation processors
What I did well (refer to skills used)
I am good at understanding and deep thinking of fixing the problems further since I had a
keen eye I could identify the problematic areas and think of fixers well in order to plan
my work and performance in coming months.
What I could improve on (i.e. skills I want to improve)
My analytical thinking. Sometimes things are not obvious therefore it is important to
think differently and try different approaches as well as understanding the workflow
of the actual problem and identify the place of the problem. In my opinion, I still need
to improve this, but I also think that this comes with experience and most importantly
with the communication with the seniors.

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Action I can take to improve my skills and learning (make these “SMART”).
GOAL – Identifying the current operation and prepare plans for improvement
ACTION – Writing down the problematic areas and thinking of plans to fix.
TIMING – 30 days

(01/05/2021) – 2nd Month

LO1: Investigate the value and benefits of practical work experience for career and personal
development
LO2: Plan suitable and relevant work experience in an appropriate service sector organisation
LO3: Undertake appropriate work experience to develop professional skills and competences
LO4: Evaluate personal skills and competences developed during practical work experiences.
What have I done? (relate tasks to Learning Outcomes LO1, LO2, LO3, LO4,
LO5 in your WRL form)
within the second moth I attended workshop that done by Oracle group about the PMS,
RCM system at Milk & Honey cafe, joined the role plays that are done by the
supervisors about decision making and consumer handling further went through the
shadowing for billing and invoicing and practiced Analytics and reporting
What I did well (refer to skills used)
Since I am a great listener and quick learner I could easily catch the methods that the
oracle group presented in order to keep the maintenance process of data in the CRM,
PMS systems.
What I could improve on (i.e. skills I want to improve)
I could have improved more about Analytics and reporting since Case study approach to
reach and improve the analytics and reporting rather than following it with role play
works for me
Action I can take to improve my skills and learning (make these “SMART”).
GOAL – Improve analytics and reporting
ACTION – Self-studies about analytics tips and recording.
TIMING – 30 days

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57 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01
 (01/06/2021) – 3rd Month

LO1: Investigate the value and benefits of practical work experience for career and personal
development
LO2: Plan suitable and relevant work experience in an appropriate service sector organisation
LO3: Undertake appropriate work experience to develop professional skills and competences
LO4: Evaluate personal skills and competences developed during practical work experiences.

What have I done? (relate tasks to Learning Outcomes LO1, LO2, LO3, LO4, LO5
in your WRL form)
In the 3rd month of work I worked on improvements of some processers such as inventory
management process and supply chain
What I did well (refer to skills used)
Observing the Milk & Honey café operation for a month of period and learning more
about the management decision making for another month of period, I could draft a
manual system to in prove the supply chain process and inventory management at the
café in the 3rd month.

What I could improve on (i.e. skills I want to improve)

I could have done my personal research and find a system that the café could implement
for a lesser cost in order to integrate with the system, the café already have instead of a
manual system
Action I can take to improve my skills and learning (make these “SMART”).
GOAL: research more about inventory management systems
ACTION: Take more time and find more detailed information to get permission
TIMING: 30 days

Created Inventory list format.

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 Created Supply Chain Management formats.

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 Employer Feedback Questionnaire

This Questionnaire is to be completed by company supervisors. We would be very

grateful if you could use the brief questionnaire attached to provide feedback on the
student’s performance within your workplace.

You are invited to comment on the student’s abilities in a variety of skill areas as well as
to provide general feedback on any areas in which you identified particular strengths or
a need for further development. This information will help the student to reflect on
what they have gained from the placement, and therefore allow them to plan more
effectively to fulfil their career goals. When completed, please email this form to the
module tutor and the student.

62 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

Student ID COL/E-010280
Name of Student Dilma Dalugoda

Placement Provider: Milk & Honey Café, Horton Place, Colombo.

Company supervisor: Mr. Suranga Dodampahala

Date: 06/22/2021

Please allocate a grade (eg. A, B, ..., F) for each of the following skills.

A: Excellent
B: Very good with minor problems.
C: Good, but there are clearly some areas that need improvements
D: OK, but there are significant areas that need improvements
E: Marginal pass.
F: A clear fail

Communication & Interpersonal Skills:

Ability to interact well with customers and clients, make effective A
presentations within a group context, produce reports or correspondence
using appropriate language.
Teamwork skills:
The ability to work co-operatively towards a common goal and support A
colleagues where needed, make appropriate and positive contributions in
meetings and discussions, listen to colleagues, accept and give constructive
feedback within the group
Initiative & Problem Solving skills: A
The ability to take full advantage of opportunities to gain maximum benefit
from the placement, adopt a flexible and proactive approach, seek out and
evaluate relevant information to generate appropriate ideas and solutions.
Organization & Time Management skills: A
The ability to arrive punctually and attend as agreed, plan workload,
identify priorities and meet deadlines set, where required, organize and
present information in a systematic way.
Professional Conduct skills: A
The ability to appreciate the codes of dress and behavior expected, respect
the rights of others in relation to issues such as confidentiality and
diversity.

Service and Managing skills: B

The ability to manage the team, work effectively to regulate, improve and
provide a best level of service

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 Other Comments:
Please comment on the any specific individual strengths which you felt allowed the
student to contribute particularly effectively within the workplace? Are there any
particular skills gaps which you feel the student needs to address?

The student well performed her knowledge creatively implementing an inventory

system to the café that helps the management team to make proper decisions reducing
the wastage cost and to reach the café vision of sustainability.

We would also be interested in finding out if: Y N

You would be prepared to offer a placement to another student in the future Y
You would be willing for us to pass on your organization’s contact Y
information to other students seeking a placement in the future
You would like to receive information about the University Employment Y
Service which can publicist placement and/or other vacancies to our
students and recent graduates
You would welcome a visit from one of the careers team to discuss your Y
recruitment needs, or possibilities for participation in careers events within
the University

Module Tutor - Dr. Dillina Herath Employer – Mr.SurangaDodampahalage.

Email - [email protected] Email – [email protected]
(Esoft Metro Campus) ( Milk & Honey Café)

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 Service Letter

65 | Page Dilma Dalugoda Unit 13 – Work Experience Assignment 01

 References
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%20mentor's%20job%20is%20to,%2C%20if%20asked%2C%20give%20advice.
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content
[Accessed 14 05 2021].
McLeod, S., 2017. Kolb's Learning Styles and Experiential Learning Cycle. [Online]
Available at: https://www.simplypsychology.org/learning-kolb.html
[Accessed 18 8 2020].
Micki McCartney and Lynda Robinson, 2020. Chapter 13. Careers and Work
Experience. [Online]
Available at: https://opentextbc.ca/introtourism/chapter/chapter-13-careers-and-work-
experience/
[Accessed 01 05 2021].
Schnieders, A., 2021. 4 Steps to Matching the Right Mentors and Mentees. [Online]
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