Assessment 1

Part B- Preparation for meeting report

1. Sheraton Grande Mirage Resort is a five-star establishment. What would be the expected industry standard?

Sheraton Grande Mirage Resort is a five-star establishment Hotel so customers expect the standards which are set for customer service so that the impact on the customers should be excellent and the occurrence of the issue will be minimized(Wimalarathna, et al.,2015). The standards that are expected from the industry are:

1. There should be Multilingual staff so that communication problems can be managed.
2. The uniform of the staff members should be well dressed and behaviour should be well established.
3. The staff services to the customers should be available at least 16 hours a day
4. The communication among the staff members should be strong and the customer relationships should be managed by the Staff members properly.
5. Communicating to a new team can be difficult, describe four (4) appropriate communication strategies that Andrew could use during the meeting.

Communication with the new team is always difficult because new team members are not introduced to you and the team always needs trust for better communication. The four strategies which should be used during the meeting

1. There should be a proper presentation of the ideas with the team
2. Always ask questions to the team members so that they can involve in the meeting to
3. The distraction elements during the meeting should be removed.
4. Focus and listen to others carefully and respect their thoughts(Wimalarathna, et al.,2015).

3.Reoccurring Issues

Re-occurring Issues	Guidance
1. Exceeded Budgetary Operational Cost	There should be a proper operational plan for the specific activity that should be needed for the specification of the budget for each task in that activity and this task should be managed accordingly.
2. Excessive food and beverage waste	There should be properly and mannered order will be taken from the customer’s needs and then food and beverages should be prepared accordingly.

4. For the low morale and the lack of the culture in the staff member behaviour so to solve this problem there should be first brainstorming sessions should be taken and after that, there will be regular meeting which should consist of the motivations speech and this help in the communication with the staff perfectly and effectively. There will be also a training session that must be required (Anstey et al.,2017).

5.There should be team initiatives that boost the morale of the employees

1. Operational meetings that will be regular for the work review and appreciation of the work in front of the team.
2. Give recognition and rewards for the employees working well
3. Make the rules and regulations of the intentions to achieve the particular goals

For the monitoring of the staff performance, there are the KPIs that are set by the Hotel should be monitored accurately and these should be analysed correctly for the more effectiveness of the staff. There will be personally analysed by Andrew for the management and with his own eyes, he can able to see the behaviour and the other parameters, on which he can take an idea of the performance(Oakes, et al.,2022).

Part C- Staff performance appraisals

1. Annual Performance Review

Employee Information
Employee Name		Sally Walsh	Department		Housekeeping Dept.
Employee ID			Reviewer Name		Andrew
Position held		Housekeeping Assistant	Reviewer title		Operational Manager
Last review date
Current Responsibilities
Attach job description noting any changes
1. cleaning rooms of the hotel 2. Replacing the bedsheet of the bed 3. Cleaning linen and bathroom amenities
Performance Assessment
Evaluate performance and achieved goals
1. she is leaving some amenities of the bathroom and linen uncleaned. 2. She used to smoke cigarettes. 3. Watching Netflix and wearing and torn uniform to work.
Discuss areas of excellence with performance
1. she wants to housekeep manager 2. Loyal and quality towards the Resort.
Discuss areas of improvement
1. His performance of the late coming to the hotel 2. Need a professional Counselling 3. Personal Presentation and dress standards
Develop future goals with set expectations
1. Self-respect and Confidence 2. Promise to improve work ethic 3. Become a Housekeeping Manager
COMMENTS AND APPROVAL
Provide any additional feedback
There is a need to improve in behaviour and need to overcome his father’s death
Employee Signature				Reviewer Signature

2. Annual Performance Review

Employee Information
Employee Name		Norman Baker	Department		Culinary Department
Employee ID			Reviewer Name		Andrew
Position held		Head Chef	Reviewer title		Operational Manager
Last review date
Current Responsibilities
Attach job description noting any changes
1. Operating and delivery of food across the resort 2. Meal Presentation for the customer 3. Upgrading the Menu regularly
Performance Assessment
Evaluate performance and achieved goals
1. Menu is not upgraded in the last 3 months 2.  Activity in the kitchen area is not going well 3. Increase in Food wastage
Discuss areas of excellence with performance
1.  all tasks are done properly 2. Complete his Job Responsibility on time 3. Saves money by decreasing wages by 7.2% of team members
Discuss areas of improvement
1. Needs to do regular changes in the Menu 2. Needs to reduce the wastage of the food of the resort
Develop future goals with set expectations
1. Improve the guest restaurant experience. 2. reduce operational costs 3. Support and guide the culinary staff
COMMENTS AND APPROVAL
Provide any additional feedback
Need to improve his attitude so that there will be no issues faced by the resort
Employee Signature				Reviewer Signature

3.Annual Performance Review

Employee Information
Employee Name		Rachel Taylor	Department		Bar Dept.
Employee ID			Reviewer Name		Andrew
Position held		Cocktail Barperson	Reviewer title		Operating Manager
Last review date
Current Responsibilities
Attach job description noting any changes
1. Managing the bar staff 2. Train the bar staff
Performance Assessment
Evaluate performance and achieved goals
1. Represent Resort in the cocktail Championship. 2. Got 2nd Rank in the cocktail Championship.
Discuss areas of excellence with performance
1. Cocktail bar needs to make the whole makeover 2. Personal goals are good.
Discuss areas of improvement
1. Interaction with the team should be improved 2. Need to understand the role of the supervisor 3. Address the rising staff cost.
Develop future goals with set expectations
1. Need to plan appraisal procedures for the current issues 2. Need to introduce the training for the staff members
COMMENTS AND APPROVAL
Provide any additional feedback
Need to improve the design of the cocktail department and also understand the responsibility of the position of supervisor.
Employee Signature				Reviewer Signature

 Part D

For conducting the policies and Procedures for conducting a performance appraisal, Always determine the performance standards. Communicate the standards of performance of the organisation with employees. Analyse the current performance of the team members (Oakes, et al.,2022). Always compare the standards of the company with the current performance of team members. The performance appraisal should be discussed with the team members and also suggest the information for improving the ways.

Procedures for conducting the formal Counselling sessions are, Select the conference hall. Inviting the team members to the session. The objective must be informed. Discussion of performance of team members (Ribeiro, et al., 2019). Allow all to put their quarries and solve them in a Motivating way.

Performance appraisals and counselling documents are Performance appraisal forms. Meeting Plan for the underperformance team member. Performance improvement plan. Warning letter if any violations of rules and regulations.

The benefits of Monitoring the Staff Members are, controlling the unwanted behaviour of the staff. Help to resolve the problems of the staff members. Come in the Notice of the problems of the Staff members. Ensuring the strength and weaknesses of the staff members. Help to increase productivity (Ribeiro, et al., 2019). Protect the data if there is any misleading of the data.

References

Anstey, E., Fletcher, C., & Walker, J. (2017). Staff appraisal and development. Routledge.

Oakes, L. E., Peterson St‐Laurent, G., Cross, M. S., Washington, T., Tully, E., & Hagerman, S. (2022). Strengthening monitoring and evaluation of multiple benefits in conservation initiatives that aim to foster climate change adaptation. Conservation Science and Practice, e12688.

Ribeiro, M. L., Vasconcelos, M. L., & Rocha, F. (2019). Monitoring performance indicators in the Portuguese hospitality sector. International Journal of Contemporary Hospitality Management.

Wimalarathna, D. D. N., & Wimalaratne, D. P. S. (2015). Performance Appraisal System for Allion Technologies (PVT) LTD.