Monitor staff performance
Student assessment Tool |
Student Name:
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Date:
Assessment 1: Monitor staff performance and provide feedback
Assessment 2: Recognise and resolve performance problems
Assessment 3: Implement a performance management system
Assessment 4: Knowledge questions
Contents
Assessment 1 Monitor staff performance and provide feedback. 4
Preparation for meeting report. 4
Prepare for staff performance appraisal 8
Assessment 2 – Recognise and resolve performance problems. 18
Field Trip- Mystery Shopper. 18
Assessment 3 – Implement performance management systems. 29
Scenario- Interview with Andrew.. 29
Assessment 4 – Written Assessments. 33
Assessment 1
Monitor staff performance and provide feedback
Assessment 1 Monitor staff performance and provide feedback
Preparation for meeting report
Analyse the case study and the identified re-occurring issues described in Part A.
In preparation for his meeting with all hospitality staff members at the Sheraton Grande Mirage, Andrew is asking for your assistance. In a 500-word report provide valuable information (addressing the key concerns below) that will assist Andrew in monitoring staff performance and help him provide his new team with guidance, support, and recognition of a job well done.
Sheraton Grande Mirage Resort is a five-star establishment. What would be the expected industry standard?
Sheraton Grande Mirage hotel is a five-star hotel. It was been expected that the hotel must provide the best quality services to their customer according to their demands. All the team members must listen to customer care and ask about the preference of the customer related to the product and services. All the team members must wear the formal uniform provided by the hotel to maintain a good professional environment in the workplace.
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Communicating to a new team can be difficult, describe four (4) appropriate communication strategies that Andrew could use during the meeting.
1. Written communication methods (Armstrong, 2021). 2. Conduct the brainstorming session. 3. Conduct the mentoring and training session. 4. conducting a meeting with the team.
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Analysing the re-occurring issues what could be some guidance that Andrew could offer in his role as Food and Beverage Operations Manager?
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With low staff morale and a lack of workplace culture, what can Andrew do to support his new team and enhance their work performance?
1. Conduct meeting with team members to motivate them for teamwork.
2. Conduct training and development programs to provide training regarding new skills.
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The hospitality team at the resort have not celebrated team or individual achievements for some time. Andrew wants to provide initiatives around recognition of a job well done. What could be three (3) workplace team initiatives that could boost team morale and address some of the issues identified?
1. Conduct the rewards and recognition program to give rewards to the team members. 2. Provide extra incentive and bonus to the team member if he/she performs well.
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Andrew has realised that in his new position he will need to monitor the ongoing performance of all team members and departmental managers. How will he do this?
1. Always take the feedback and review from the customer related to services and products of the organisation or hotel. 2. Always take the performance feedback from the team leaders. 3. Observe the activity of team members to identify their current performance. 4. The performance can be measured by using the key performance indicators (Buckingham & Goodall, 2015).
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Prepare for staff performance appraisal
The one-on-one sessions will assist Andrew in identifying the need for further coaching and possible on the job training. Not only this but it will be a great way to get to know each team member. The first three (3) staff that Andrew conducted a one-on-one session with were Sally from Housekeeping, Norman from the Culinary Department and Rachel from the cocktail lounge.
Analyse the information obtained by Andrew and complete a staff performance review for each staff member. A resort template has been provided to assist.
1. Staff performance appraisal
Annual Performance Review
Employee Information | |||||
Employee Name | Sally Walsh | Department | Housekeeping | ||
Employee ID | Reviewer Name | Andrew | |||
Position held | Housekeeping Asst. | Reviewer title | Operational Manager | ||
Last review date | |||||
Current Responsibilities | |||||
Attach job description noting any changes | |||||
1. Changing linens.
2. Wash and clean the bedsheet of the rooms and towels provided to the guest. |
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Performance Assessment | |||||
Evaluate performance and achieved goals | |||||
1. She was leaving the room uncleaned.
2. She watches Netflix and smokes cigarettes in the room. |
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Discuss areas of excellence with performance | |||||
1. She wants to become the housekeeping manager of the hotel (Buckingham & Goodall, 2015).
2. She has completed all the allocated tasks with quality when she joins the hotel. |
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Discuss areas of improvement | |||||
1. Conduct the meeting to motivate her to complete the allocated task.
2. Andrew provides instructions to Sally that she must wear the uniform provided by the hotel. |
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Develop future goals with set expectations | |||||
The company decided to promote her job position if she perform well. | |||||
COMMENTS AND APPROVAL | |||||
Provide any additional feedback | |||||
Sally needs to improve their behaviour. | |||||
Employee Signature | SW | Reviewer Signature | |||
2. Staff performance appraisal
Annual Performance Review
Employee Information | |||||
Employee Name | Norman Baker | Department | Kitchen Department | ||
Employee ID | Reviewer Name | Andrew | |||
Position held | Head Chef | Reviewer title | Operations Manager | ||
Last review date | |||||
Current Responsibilities | |||||
Attach job description noting any changes | |||||
1. Resolve the issues faced by the junior chef.
2. Make the changes in the menu to upgrade it. 3. Prepare the special dishes for the permanent guest. |
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Performance Assessment | |||||
Evaluate performance and achieved goals | |||||
1. For a few months the menu of the hotel is not upgraded.
2. According to the food safety law, the activity is not performed well in the kitchen area. 3. food wastage has increased (Nwaeke & Obiekwe, 2017). |
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Discuss areas of excellence with performance | |||||
1. Norman perform all the task properly and complete their job responsibility on time.
2. Norman saves the cost of the hotel by decreasing the wages of team members by 7.2%. |
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Discuss areas of improvement | |||||
1. Norman needs to change the menu of the hotel every month.
2. Norman helps the hotel by reducing food wastage. |
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Develop future goals with set expectations | |||||
The manager decides to conduct the meeting to motivate him for good performance. | |||||
COMMENTS AND APPROVAL | |||||
Provide any additional feedback | |||||
The external training course will be purchased by the company to improve his performance. | |||||
Employee Signature | NB | Reviewer Signature | |||
3. Staff performance appraisal
Annual Performance Review
Employee Information | |||||
Employee Name | Jack | Department | Food and beverage | ||
Employee ID | Reviewer Name | ||||
Position held | Waiter | Reviewer title | Operations Manager | ||
Last review date | |||||
Current Responsibilities | |||||
Attach job description noting any changes | |||||
1. Take the order from the guests when they visit the hotel.
2. Serve the food to the guests. |
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Performance Assessment | |||||
Evaluate performance and achieved goals | |||||
1. Jack can’t give a proper response to the guests.
2. Sometimes Jack does not serve the correct order to the guests (Malaolu & Ogbuabor, 2013). |
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Discuss areas of excellence with performance | |||||
According to the past performance review, Jack will complete all his work with honesty and provide correct order to the guests. | |||||
Discuss areas of improvement | |||||
1. Jack needs to listen to the preference of customer care.
2. Jack needs to be attentive in the workplace. |
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Develop future goals with set expectations | |||||
The manager decides to conduct a meeting with a jack to resolve their issues and motivate him for good performance. | |||||
COMMENTS AND APPROVAL | |||||
Provide any additional feedback | |||||
Additional training courses. | |||||
Employee Signature | NB | Reviewer Signature | |||
Reflection
Now that you have assisted Andrew with information to assist his meeting and provided appraisal for three (3) staff. Finally, as a reflection of this you will need to provide a synopsis of no less than 200 words outlining the following:
Explain the procedures for conducting a performance appraisal
1. Determine the standard of the organisation regarding performance (Nwaeke & Obiekwe, 2017). 2. Communicate the expectation of the company to the employees regarding their performance. 3. Current performance of the team members must be analysed. 4. Compare the current performance of the team member with the performance expected by the organisation. 5. The result of the performance appraisal must communicate to the team members. 6. The correct action must be taken to improve the performance of the team members.
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Explain the procedures for conducting formal counselling sessions
1. The venue must be selected to hold the formal session of counselling.
2. The invitation to the counselling must be sent to the team member by using the email facility. 3. The agenda of the session must be attached with the mail of invitation. 4. The performance of the team members must be discussed in the session. 5. Give equal opportunity to the team members to share their points of view and reasons for their poor performance. 6. Motivate the team member for achieving their personal as well as professional goals.
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Describe Four (4) performance appraisal and counselling documents that are used to monitor staff performance
1. Performance appraisal form – In this form, the manager records the performance of the team members. 2. Underperformance meeting plan – The document contains information regarding the reason for poor performance and solutions that management provides in the meeting. 3. Formal warning letters – The company sent this letter to the team member who did not upgrade their performance after giving the first warning letter. 4. Performance improvement plan – The plan includes information regarding the strategy to improve the performance of the team members (Van Dooren, et al., 2015).
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Explain the benefits of monitoring staff performance
1. The performance of the team member must be improved. 2. The manager gets the reason for the poor performance of staff. 3. The manager finds the best solution to improve the performance of the staff members. 4. The customer will be attracted. 5. The sale of the hotel will be increased (Van Dooren, et al., 2015). 6. The current guest of the hotel will satisfy with the services of the business. |
Assessment 2
Recognise and resolve performance problems
Assessment 2 – Recognise and resolve performance problems
Field Trip- Mystery Shopper
Written report – part 1
Identify and document at least three (3) performance problems
1. Team member does not complete their work on time such as not delivering and serving the food to the customer on time (Bourne & Bourne, 2012). 2. Team members or serving waiters ignore the customer’s voice. 3. Team members don’t clean the table immediately after leaving the client or guest.
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Recognise and document at least three (3) outstanding performance attributes
1. Dependability, reliability and responsibility – If a team member takes accountability for his work then he completes all the tasks within the timeframe.
2. Willingness to learn – All the team members want to get knowledge about new skills and procedures which they use to improve their performance. 3. Skills related to solving problems – Team members need to have the skills related to solving the problem of other team members that they face in their work (Bourne & Bourne, 2012).
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Recognise and document at least three (3) outstanding performance attributes
1. the service of the person given to the customer that needed personal attention. 2. There is good communication and a respected way of communication to the customer. 3. the behaviour of the staff is very appreciable and excellent.
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Written report – part 2
Discuss and agree on possible solutions with your colleague and record your findings.
Meeting Record
Staff Attending: manager and employee | Date: | 11-07-2022 |
Items discussed
The team members are not completing their work on time. |
Team members are ignoring customers’ orders |
Team members are not cleaning the table after leaving. |
Training session for communication skills |
Training session for team-building skills |
Training session for time management skills |
Signed by
Manager sign | Date: | Enter date | |
Staff sign: | Date: | Enter date |
Date – 09/06/2022 Time – 10:00 am Duration – 20 min Attendees – Manager and employees Agenda – Discuss the issues and solution Venue – conference hall Manager – good morning. Employees – good morning, sir. Manager – I have conducted the meeting to discuss the problem that I have noticed such as team members not completing their work on time, team members ignoring the customer’s voice, and team members not being able to clean the table after leaving the customers. Employees – Sorry, sir. Manager – I want to conduct the training session to provide information related to the communication skills, team-building skills, time management skills, etc. that you used to improve your performance. I want you must join the session to upgrade your skills. Employees – ok, sir. We all take participation in the training session. Thank you
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Written report- part 3
Explain how you will use this feedback and coaching to address performance problems
1. Provide feedback to the team member regarding their performance. 2. Conduct the training and development program to provide knowledge regarding new skills that they use to improve their performance. |
Describe the guidance that you will provide to improve standard of performance
1. Team members must use effective communication methods while handling the guest.
2. Team members must deliver and serve the food to the guest as fast as possible. 3. Team members must listen to the preference of the guest (Malaolu & Ogbuabor, 2013). |
Describe the feedback, coaching and counselling you will provide the team member
1. Always share the feedback with a team member received by the guest.
2. Training and development sessions must be conducted to improve the performance of staff members.
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Written report – part 4
Research and use appropriate templates to conduct a formal counselling session addressing performance issues
Date – 09/06/2022 Time – 10:00 am Duration – 20 min Attendees – Manager and Jack Agenda – Discuss the issues Venue – conference hall Manager – good morning Jack – good morning Manager – I conduct the meeting to discuss your performance issue as I have observed that you can’t give proper attention to the customers. Jack – sorry, sir. Manager – I want to know the reason for this behaviour. Jack – Sir, I have to face some problems in my personal life due to which I affect my work. sorry, sir, it has not happened again. Manager – Ok. You can take leave if the problem is very serious and you can anytime share the problem with me. But please do not affect your performance because of a personal problem. Jack – ok, sir. Thank you Have a good day
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Research and use performance appraisal templates to document a staff appraisal that addressed performance problems
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Training session- part 5
Develop a training session for the staff member that provides support and guidance on performance issues identified.
a) Jack needs to learn the new customer handling technique that he uses while dealing with the customers (Hutchinson, 2013). b) Jack need to use effective communication in the workplace to maintain good business relationship with guest and peers.
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Develop a Performance Improvement Plan that address the performance problems in part 1.
a) The manager decides to conduct the training and development program to provide training to Jack regarding the skills that he uses to handle the guests. b) The manager decides to conduct a one-on-one meeting with Jack to listen to the problem that he faces in their life and provide a good solution to resolve it (Hutchinson, 2013).
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As part of the presentation provide follow-up outcomes of informal counselling
1. Enhance the performance of the Jack. 2. Expand the business. 3. Provide the best customer service. 4. Increase the sale of the business.
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Discuss how you will review these outcomes in the staff members workplace.
The managers of all the departments must use the key performance indicators to measure the performance of the employees and give actual feedback to them according to their performance.
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Assessment 3
Implement performance management systems
Assessment 3 – Implement performance management systems
Interview- Andrew discusses the implementation of performance management systems
Scenario- Interview with Andrew
You are required to provide a dialogue of your telephone interview, as follows:
Andrew- “have you ever been part of the performance review process in any job you have had”?
You- Yes, when I work in another hotel. They involve me in the performance review process.
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Andrew- What where the factors that could cause you to contribute poorly to your work performance?
You- Some factors affect my performance such as 1. Personal life issues that affect work performance. 2. Lack of team morale. 3. Lack of planning to complete the task on time.
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Andrew- What do you know about the performance management system?
You- The performance management system is the system that conducts by the company to review the performance of the staff and implement the common strategies for all the team members to improve their performance.
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Andrew- What are the benefits to an organisation for implementing performance management systems? We have a performance management system at the resort. How could you participate in its success?
You- There are some benefits of the performance magazine system such as 1. The performance of the team members will be improved. 2. The productivity of the company will be increased. 3. The performance system helps the company by providing the actual reason for poor performance. I will take participation in this system by reviewing the staff performance and providing training to them related to required skills that help the team member in improving their performance.
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Andrew- Have you ever complete and filed performance management records? If yes, explain the process, if not, what do you think is the objective of completing and filing such documents?
You- No, I don’t complete the performance improvement records. I think that it will be used to track and compare the performance of the employees and also to calculate the average mean of the performance of all the staff.
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Andrew- If you observed a staff member with performance issues, how would you agree with them on the course of action and follow-up in workplace?
You- If any employees face performance issues then I will immediately conduct a one-on-one meeting with them to identify the real cause of the problem. After identifying the cause, I will provide the solution to resolve his problem. I will convey the problem to the senior if it can’t able to resolve.
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Andrew- If I didn’t monitor the performance of individuals in my team, what could be the impact or effect on the team as a whole? How could I rectify this?
You- If we didn’t monitor the performance of the employees on regular basis then the employees do the same mistake that they do in their work. It will create a big problem for the company in future. |
Andrew- What and when would corrective action need to be taken to enhance a hospitality team’s performance
You- The company need to conduct training and development session on a monthly basis to provide information related to new skills. It will help the team member in improving their performance.
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Assessment 4
Written Assessments
Assessment 4 – Written Assessments
Students are to number and re-write each question and provide their response.
For example;
Questions | |||
1 | Describe the role of feedback and coaching has in relation to monitoring hospitality staff performance | ||
Feedback and coaching is the best tool that helps the organisation by providing the performance of the staff. Provides information related to skills and knowledge required to enhance the performance of employees, it does not only provide the information related to the poor performance of the employee it also provides the information related to the positive performance of the employee, etc. With the help of this performance, the company decide whether it provides training or reward to staff (McDavid, et al., 2018). | |||
2 | What are the grievance procedures within your hospitality workplace or one that you are familiar with | ||
Generally, the grievance procedure is used in the workplace to ride the written complaint against the guilty party. The employees use the grievance procedure to register their complaint to the head department of the business against the guilty party who do discrimination or harassment in the workplace. | |||
3 | What are three (3) basic functions of an effective performance appraisal? | ||
1. The company must provide feedback to the team member according to their performance.
2. The company modify the working procedures to improve the performance of employees. 3. The company conduct training and development session. |
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4 | What actions should the supervisor undertake during a performance appraisal to ensure it remains focused, objective and fair? | ||
1. Encourage the staff to participate in the team meeting and brainstorming session.
2. Use practical examples while providing training to the staff members. 3. Motivate the staff for achieving the organisation as well as personal goals (McDavid, et al., 2018). |
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5 | What are five (5) key principles behind the developmental performance appraisal system? | ||
1. Determine the goals and objectives of the company.
2. All the team members must be agreed on the goals and objectives of the business. 3. Create easy to understanding system. 4. All the staff members and manager must be responsible for each other work. 5. All the staff members and managers must account for making the customer happy. |
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6 | What data should you compile prior to conducting a performance appraisal and how would you obtain it? | ||
1. Current performance of the staff members – By observing the activities of the team members.
2. Quality of work – Conduct the internal audit process to identify the quality of work. 3. Feedback from the customers – Take the feedback from the customer after the sale of the products and services of the business (Landy, et al., 2017). |
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7 | What is the procedure / steps you would follow when conducting a formal counselling session with a staff member? | ||
1. Select the private location with the best time to conduct the counselling session.
2. Create a list of topics discuss in the session. 3. Give time to a team member for giving a response or reply to the things that were discussed in the session. 4. Give chance to every team member or give equal opportunity to all the team members. 5. Set up the targets or goals for all the team members. |
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8 | List five (5) potential solution to staff performance issues including an example of when they may be appropriate | ||
1. Training and development session – Provide training to the team members related to the new skills and knowledge to improve their working performance.
2. Reduce the work pressure – Hire and select the new staff member to adjust the work of the team members (Landy, et al., 2017). 3. Set the short-term goals – Agreed on the staff member for achieving the staff members. 4. Identify the problem that staff members face – Observe the activity of the staff member to identify the problem that they face in their work. 5. Update the working procedures – Change the working procedures and implement an easy method to complete all the work on time. |
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9 | Describe the following types of assessment processes along with two (2) pro’s and two (2) cons for each. | ||
Self-Assessment | Employees do a self-assessment of their performance and compare it with the performance expected by the managers.
Pros Get the information required skills and knowledge to improve the work performance. Cons It all depends upon the view of team members (Awadallah & Allam, 2015). |
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Peer Assessment | In this assessment, peers or co-workers judge the skills and knowledge of each other.
Pros The third party actual identify the real skills of the team member. Cons The third party may not provide real information if he has a personal grudge against their colleague. |
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Team Assessment | Allow all the team members they provide real information and feedback related to the team structure.
Pros This procedure helps in providing information regarding the thinking of the team member related to the team structure of the business. Cons If the team is large then the company can’t able to point out all the Responses. |
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10 | Describe the process you would follow when performing performance appraisal interviews. | ||
1. Provide information related to the purpose of conducting the performance appraisal plan.
2. Provide information related to the job roles. 3. Conduct the one to one interaction with every team members, 4. Provide practical information to improve the performance of the candidate. |
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11 | Describe the process used to give and receive feedback during a performance appraisal. | ||
1. Provide the actual feedback to the employees without making allegations.
2. Take corrective action on the received feedback (Awadallah & Allam, 2015). 3. Regular listen to the problem of the employees and find the best solution to resolve them. 4. Focus on the important information to maintain a good working environment. 5. Don’t judge people or employees based on their given feedback. Just take it as the problem and solve it as soon as possible. |
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12 | Why is it important to identify the mean average within a team’s performance review? Explain how you would identify this. | ||
The mean average of the performance of employees provides information related to employees who perform well, perform average, and perform below average. To compute the mean average, just add all the key performance scores and divide it by the total number of reports. | |||
13 | Why is it important to chart data identified within performance reviews? Explain two (2) different ways you could do this. | ||
With the help of chart data, the manager easily identifies the performance of each team member.
There are two-way charts of the reviewed performance such as a) The company can use the bar chart if it identifies the team performance of all the departments of the company. b) The company can use the line chart if it identifies the progress of employees of a particular department (Biazzo & Garengo, 2012). |
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14 | What are Productivity Indicators? What makes an effective Productivity Indicator? | ||
A productivity indicator is the type of key performance indicator that a company use to measure the overall performance of the business and also use to measure the employee performance. | |||
15 | List four (4) different Productivity Indicators that would apply within the hospitality industry | ||
1. Satisfy the need or demands of the guest.
2. Make sure that tables and rooms are cleaned after check out. 3. Maintain the professional environment in the workplace. 4. Use polite language while communicating with the guest. |
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Describe three (3) reasons that undertaking performance appraisals with your staff is vital
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1. Recognize the performance of all the team members and allow them to improve their performance.
2. Set the goals or targets for each staff member because they focused on achieving the targets set by the seniors. 3. Identify the training requirement for all the team members to improve their performance. |
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17 | List the five (5) key points that should be included on all Training Needs Analysis forms. | ||
1. Determine the benchmark for all the types of job roles.
2. Identify the system to give a rating to competency level. 3. Encourage the team member to self-analysis meant. 4. Identify the real reason for the performance gap (Biazzo & Garengo, 2012). 5. Maintain the record of the result. |
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18 | Describe the following forms of guidance and support you can provide to employees to enhance their performance. | ||
Advice on training and development opportunities | Training and development sessions have been conducted to provide information related to new skills that help in improving the working performance. | ||
Confirmation of organisational objectives and key performance requirements | Help the employees for focus on the goal set by the company and what need to be achieved. | ||
Ensuring adequate resources are applied | Use and install the new technology to improve the performance of the employees. | ||
Opportunity to discuss work challenges | The managers must allow the employee for discussing the issues that face by them in their work. in this way, the problem of the employee will be solved. | ||
Providing confirmation and corrective feedback | The managers discuss the correct feedback with the staff member. In this way, the staff member keeps the feedback in the mind and complete all the project task correctly. | ||
Representing staff interests in other forums | The manager must listen to the interest of the staff and allocate the work according to their skills. In this way, they perform well and complete all the work on time. | ||
support with difficult interpersonal situations | The manager must listen to the personal problem the employees face by them in their personal lives and give the correct solution to resolve their problems. | ||
References
Armstrong, M. (2021). Performance management.
Awadallah, E. A., & Allam, A. (2015). A critique of the balanced scorecard as a performance measurement tool. International Journal of Business and Social Science, 6(7), 91-99.
Biazzo, S., & Garengo, P. (2012). Performance measurement with the balanced scorecard. Springer.
Bourne, M., & Bourne, P. (2012). Handbook of corporate performance management. John Wiley & Sons.
Buckingham, M., & Goodall, A. (2015). Reinventing performance management. Harvard Business Review, 93(4), 40-50.
Hutchinson, S. (2013). Performance management: theory and practice. Kogan Page Publishers.
Landy, F., Zedeck, S., & Cleveland, J. (Eds.). (2017). Performance measurement and theory. Taylor & Francis.
Malaolu, V., & Ogbuabor, J. E. (2013). Training and manpower development, employee productivity and organizational performance in Nigeria: An Empirical investigation.
McDavid, J. C., Huse, I., & Hawthorn, L. R. (2018). Program evaluation and performance measurement: An introduction to practice. Sage Publications.
Nwaeke, L. I., & Obiekwe, O. (2017). Impact of manpower training and development on organizational productivity and performance: A theoretical review. European Journal of Business and Management, 9(4), 153-159.
Van Dooren, W., Bouckaert, G., & Halligan, J. (2015). Performance management in the public sector. Routledge.