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Case study On Performance Management and Appraisal
Lisa and her team also wanted a performance management system that focused on both
competencies and objectives, in designing the new system; their starting point was the job
description they had created for the hotels employees. These descriptions each included
required competencies. Consequently, using a form, the front desk clerks appraisal now
focus on competencies such as able to check a guest in or out in 5 min or less. most
service employees appraisal include the competency. able to exhibit patience and guest
support even when busy with other activities. there were other required competencies.
For example, the hotel Paris wanted all service employees to show initiative in helping
guest, to be customer oriented, and to be team player. Each of these competencies derives
from the hotels aim of becoming more service oriented.
Question 1: Pick out one job, such as front-desk clerk. Based on any information you
have write a list of duties, competencies and performance standards for that chosen
job.
Duties of front-desk clerk
Check In
Communication
Administration
Customer service
Billing and check out
Check complains
Guest information
Competencies of front-desk clerk
Excellent interpersonal/communication skills.
Excellent customer service skills.
Maintain professional appearance all the time.
General knowledge of computer and must be good in calculation. Performance standard
Personal skills
Multitasking
Equipment
other standards
REVIEW PERIOD
POSITION
DEPARTMENT
APPRAISED BY
DATE OF JOINING
1-2 Unsatisfactory
4-5 Outstanding
2-3 Fair
Duties/Responsibilities
Complete working knowledge of
software
system.
Understanding of software system
and assists
with reservations.
Communicates the maintenance
requests from the guests.
Checks AM and PM discrepancy
reports.
Can perform all of the front desk
functions to include Guest Service
Reservationists, etc.
3-4 Satisfactory
1.2..34.5
1.2..34.5
1.2..34.5
1.2..34.5
1.2..34.5
Job Competencies
Rate the employees Competencies from 1 to 5. Rates being as follows
1-2 Unsatisfactory
2-3 Fair
3-4 Satisfactory
4-5 Outstanding
COMPETENCIES
Able to check a guest in or out in less
than five minutes.
Time management.
Customer Focus.
Communication.
Professional Demeanour and
Appearance.
Process queries of the customers
quickly.
1.2..34.5
1.2..34.5
1.2..34.5
1.2..34.5
1.2..34.5
1.2..34.5
Development Plan
Development Development Due Date
Goals
Activities
1
Status
Comment
2
3
SIGN OFF
PLANNING
Manager
Manager
REVIEW
Date
Date
Employee
Employee
Date
Date
Employees with a positive energy who are capable of handling situations when there
are some ups and downs.
Employees who provide superior customer value to the guests.
Employees who are able to engage in various activities (multi-tasking).
Based on the Hotel Stated strategy list at least four important employee behaviours for the
Hotel Paris's Staff exhibit.