Assessment 2
Part A
Question 1
PERFORMANCE AGREEMENT TEMPLATE
Employee name: Smith Will
Employee position and level: Hotel Manager
Date of agreement: 14th July
Period of agreement: 25th July, 2021 to 27th July, 2022 Performance agreements usually apply for a period of 6 to 12 months
Planned review date: Interim 26th July Final 1st September
Performance goals
To be completed with the employee during the initial performance discussion meeting.
| Task / Responsibility | Required outcomes |
| Supervising all staff | It gives future concern about performance |
| Recruiting staff | Increased productivity |
| Maintaining financial and statistical records | To assure that all records are kept safe and confidential |
Learning and Development plan
To be completed with the employee during the initial performance discussion meeting.
| Areas for development | Actions |
| Improvement in skills of consumer service | External training, on-the-job training |
| Improvement in skills of communication | Mentoring, coaching training, workshops |
| Improvement in decision-making | Seminars, consultation with executives |
Performance agreement approval
Employer signature: Employee signature:
Print name: Print name:
Date: 14th July Date: 14th JulyEmployee self-assessment
Employee to complete before the interim and final review meeting
How do you think you have performed against each of your performance goals?
| I think I have performed very well, but I also need to consider some areas for improving my skills and performance. |
What areas would you like to develop?
| I would like to develop my skills in communication, decision-making and skills of consumer service. |
Other comments:
| I think I should attend some training sessions so that I could improve my interpersonal skills. |
Manager’s feedback
Manager to complete after the mid-year and final performance discussions
How do you think the employee has performed against each of their performance goals?
| The employee has performed very well against each of their performance objectives. |
What areas would you like to see the employee focus on in the future?
| The areas are skills of communication, decision-making and skills of consumer service. |
Other comments:
| The employee should improve their performance as soon as possible. |
End of agreement approval
Employer signature: Employee signature:
Print name: Print name:
Date: 15th July Date: 15th July
PERFORMANCE AGREEMENT TEMPLATE
Employee name: David Warner
Employee position and level: Travel Agent
Date of agreement: 14th July
Period of agreement: 25th July 2021 to 27th July 2022 Performance agreements usually apply for a period of 6 to 12 months
Planned review date: Interim 26th July Final 1st September
Performance goals
To be completed with the employee during the initial performance discussion meeting.
| Task / Responsibility | Required outcomes |
| Dealing with complaints and queries of consumer | To increase consumer satisfaction. |
| Marketing and promoting the business | To increase profit |
| Supervising, training and recruiting staff | To increase the productivity |
Learning and Development plan
To be completed with the employee during the initial performance discussion meeting.
| Areas for development | Actions |
| Increase interaction with consumers | Interact with consumers effectively |
| Improve marketing skills | Develop effective marketing skills |
| Improve skills of listening | Listen proactively |
Performance agreement approval
Employer signature: Employee signature:
Print name: Print name:
Date: 14th July Date: 14th July
Employee self-assessment
Employee to complete before the interim and final review meeting
How do you think you have performed against each of your performance goals?
| I think I have performed very well, but I also need to consider some areas for improving my skills and performance. |
What areas would you like to develop?
| I would like to develop my skills in listening, marketing, and interactions with consumers |
Other comments:
| I think I should attend some training sessions so that I could improve my interpersonal skills. |
Manager’s feedback
Manager to complete after the mid-year and final performance discussions
How do you think the employee has performed against each of their performance goals?
| The employee has performed very well against each of their performance objectives. |
What areas would you like to see the employee focus on in the future?
| The areas skills of those employees should focus on skills of listening, marketing, and interactions with consumers. |
Other comments:
| The employee should improve their performance as soon as possible. |
End of agreement approval
Employer signature: Employee signature:
Print name: Print name:
Date: 15th July Date: 15th July
PERFORMANCE AGREEMENT TEMPLATE
Employee name: Ashton Agar
Employee position and level: Event Manager
Date of agreement: 14th July
Period of agreement: 25th July 2021 to 27th July 2022 Performance agreements usually apply for a period of 6 to 12 months
Planned review date: Interim 26th July Final 1st September
Performance goals
To be completed with the employee during the initial performance discussion meeting.
| Task / Responsibility | Required outcomes |
| Managing a budget of events | To maintain financial records |
| Organize social or business events | To earn profit |
| Negotiations of sponsorship[ | To get funds from sponsors |
Learning and Development plan
To be completed with the employee during the initial performance discussion meeting.
| Areas for development | Actions |
| Increase interaction with clients | Interact with clients effectively |
| Improve communication skills | Develop effective communication skills |
| Improve skills of listening | Listen proactively |
Performance agreement approval
Employer signature: Employee signature:
Print name: Print name:
Date: 14th July Date: 14th July
Employee self-assessment
Employee to complete before the interim and final review meeting
How do you think you have performed against each of your performance goals?
| I think I have performed very well, but I also need to consider some areas for improving my skills and performance. |
What areas would you like to develop?
| I would like to develop my skills of communication, and listening and also interact effectively with clients |
Other comments:
| I think I should attend some training sessions so that I could improve my interpersonal skills. |
Manager’s feedback
Manager to complete after the mid-year and final performance discussions
How do you think the employee has performed against each of their performance goals?
| The employee has performed very well against each of their performance objectives. |
What areas would you like to see the employee focus on in the future?
| The areas skills of those employees should focus on skills of communication, listening and also interacting effectively with clients |
Other comments:
| The employee should improve their performance as soon as possible. |
End of agreement approval
Employer signature: Employee signature:
Print name: Print name:
Date: 15th July Date: 15th July
Question 2
For Hotel Manager
| Task/Responsibility | Key Performance Indicators |
| Supervising all staff | Supervised staff effectively |
| Recruiting staff | Staff were recruited |
| Maintaining financial and statistical records (Stone & Dahir, 2015). | Records were appropriately maintained |
For Travel Agent
| Task/Responsibility | Key Performance Indicators |
| Dealing with complaints and queries of consumer | Complaints and queries of consumers were solved |
| Marketing and promoting the business | The business was effectively promoted |
| Supervising, training and recruiting staff | Staff were supervised, trained and recruited |
For Event Manager
| Task/Responsibility | Key Performance Indicators |
| Managing a budget of events | Budgets were maintained |
| Organize social or business events | Events were effectively organized |
| Negotiations of sponsorship (Stone & Dahir, 2015). | Sponsorship was negotiated |
Question 3
For Hotel Manager
| Criteria | Satisfactory | Unsatisfactory |
| Cost minimization | ü | |
| Adherence to all procedures | ü |
For Travel Agent
| Criteria | Satisfactory | Unsatisfactory |
| Standards of consumer service | ü | |
| Accuracy level in work | ü |
For Event Manager
| Criteria | Satisfactory | Unsatisfactory |
| Productivity | ü | |
| Punctuality | ü |
Question 4
For Hotel Manager
| Criteria | Satisfactory | Unsatisfactory |
| Cost minimization | The cost was effectively minimized | |
| Adherence to all procedures | All procedures were not followed |
For Travel Agent
| Criteria | Satisfactory | Unsatisfactory |
| Standards of consumer service | Consumers were served the best service | |
| Accuracy level in work | Work was not accurately completed |
Part B
Report
Introduction
In this report, we will mention the implementation of the appraisal of performance for the three staff. All details of notification of timelines and staff of what will mainly happen, who is going to participate in the process of review etc. This will mainly include information about the performance of the staff (Lamb, et al., 2012).
Main Body
Firstly Hotel Manager, Event Manager and Travel Agent will meet their clients. They will discuss consumers’ preferences and demands and start the process according to their fields. The Hotel Manager will interact with their guests and make them comfortable by providing the best services. The Event Manager will accurately manage the events. The Travel Agent will mainly do the activities of marketing to promote his business (Lamb, et al., 2012).
Mainly moderator or operational manager will participate in the process of review.
The review will be administrated by keeping all the information and data about each position of employees, making daily notes of the performance of the employee, utilize actionable and clear language while conducting the process of review (Twidell, 2021).
We will identify problems based on performance by setting standards of performance, setting specific objectives, being specific and honest with criticism, and evaluating the performance (Twidell, 2021).
The provisions of training and professional development include assessment, design, motivation, evaluation and delivery. These are all determined mainly by the outcomes of performances of individuals in the particular field and effective monitoring and reviewing process will be used for managing this very effectively (Snell & Morris, 2018).
The procedures of grievances are given below:
- The individual makes the written, formal complaint
- Once the employee files the complaint, the formal process of investigation gets started
- The investigator then writes the conclusion
- The mediator could come
- Some consequences can happen (Snell & Morris, 2018).
Formal options of counselling for techniques of problem-solving can be official meetings with the board of directors, and consultation sessions with managers and executives. Informal options of counselling for techniques of problem-solving techniques could be informal meetings and consultation sessions at parks, cafes etc. (Carliner, 2015).
Options and provisions to reward and recognize outstanding performance are given below:
- Give opportunities to individuals with excellent performance
- Motivate them with financial and attractive incentives
- Recognize the passion of people
- Utilize social media and technology for publicizing accomplishments
Procedures for disagreements about an individual’s performance include the following:
- Let the individual put their point first.
- Offer them any option or choice of the written respond
- Take in the third party
- be specific and clear with the continuous feedback
- Maintain daily communication (Carliner, 2015).
Documentation and record-keeping requirements are given below:
- The key purpose and aim of the records
- The kind of records
- Duration of records to be kept
- Access requirements of records (Franks, 2013).
Conclusion
By this report, we conclude that performance issues should be effectively identified; procedures of grievances must be followed, and record and documentation keeping needs must be known (Franks, 2013).
Assessment 3
Part A
| Instance | Staff members monitored | Performance standards monitored
(6 must be selected in Total – this may be covered in 2, 3 or more instances as relevant to organisational processes.) |
| Instance 1:
Date: 30-06-2022 _________
Duration From: 23-06-2022 _________ To: 30-06-2022 _________ |
Name: Smith will
Job role: Hotel Manager
Name: David Warner Job role: Tourist Agent
Name: Aston Agar Job role: Event manager |
adherence to procedures
cost minimization customer service standards level of accuracy in work personal presentation productivity punctuality response times team interaction waste minimisation
|
| Instance 2:
Date: 07-07-2022
Duration From: 01-07-2022 To: 07-07-2022 |
Name: Smith will
Job role: Hotel Manager
Name: David Warner Job role: Tourist Agent
Name: Aston Agar Job role: Event manager |
adherence to procedures
cost minimisation customer service standards level of accuracy in work personal presentation productivity punctuality response times team interaction waste minimisation
|
| Instance 3:
Date: 15-07-2022
Duration From: 08-07-2022 To: 15-07-2022 |
Name: Smith will
Job role: Hotel Manager
Name: David Warner Job role: Tourist Agent Name: Aston Agar Job role: Event manager |
adherence to procedures
cost minimisation customer service standards level of accuracy in work personal presentation productivity punctuality response times team interaction waste minimisation
|
The monitoring policies have some criteria on which all three members of the hospitality business. Mangers are checked on the different performance criteria of their respective business and these businesses have the difference.
The 1st instance on the date 30-06-2022 is conducted and, Smith Will, David Warner and Aston agar based on the adherence to the procedure, customer service and team interaction it was found there is good results and satisfactory results from the instance and give the positive feedback about the managers.
The 2nd instance on the date was 07-07-2022 conducted and Smith Will, David Warner and Aston Agar were monitored based on the level of accuracy that they deliver for the work, the productivity of the work from the organisation and also team interaction for the communication purpose and found that there are positive results from this instance and also there are good grades and something are lacking in some criteria (Mayne, 2017).
The 3rd instance on the date 15-07-2022 is conducted and Smith Will, David Warner and Aston Agar were monitored based on the punctuality of the work, the response time of the customer and also with the team interaction and there is found that all factors are good and positive and these factors are reflected in the behaviour of the managers and these criteria was chosen for the performance and found for the good performance of their respective business.
Part B
Performance Appraisal for each staff
For Hotel Manager
| Task/Responsibility | Good | Excellent | Poor |
| Supervising all staff | ü | ||
| Recruiting staff | ü | ||
| Maintaining financial and statistical records | ü |
For Travel Agent
| Task/Responsibility | Poor | Good | Excellent |
| Dealing with complaints and queries of consumer | ü | ||
| Marketing and promoting the business | ü | ||
| Supervising, training and recruiting staff | ü |
For Event Manager
| Task/Responsibility | Good | Excellent | Poor |
| Managing a budget of events | ü | ||
| Organize social or business events | ü | ||
| Negotiations of sponsorship[ | ü |
Part C
- Training session:
Nature of the training: Formal Training Session
Performance requirements: To maintain all statistical and financial records effectively and to improve the skills of marketing
Staff member name: Smith Will and David Warner
Location: Workplace
Date: 15th July, 20XX
Resources: Human Resources, Financial Resources
Documentation: Monitoring records
Signature staff member: ___________________________________________
Signature Student: _______________________________________________
Training for Hotel Manager
Trainer – Good morning, smith!
Smith – Good morning sir!
Trainer – How are you?
Smith – I am fine sir. What about you?
Trainer – I am also good. Welcome to my session of training and this session will also guide you to improve your performance in your particular field. I saw you and monitor your performance you have done a good job in some tasks but you are lacking in maintaining the statistical and financial records. If you have any query regarding this problem then please tell me.
Smith – Yes sir, I have the problem with that as mostly I forget to put data in the safe folder and that is why I am lacking in this particular area. Please give me some advice to improve this.
Trainer – For this, you should maintain a notepad and write your entire task in that then you will not forget this.
Smith – Thank you sir for solving my problem very easily and I will surely do this.
Trainer – It is all my pleasure.
Training to Event Manager
Trainer – Good morning, David!
David – Good morning, sir!
Trainer – How are you?
David – I am fine sir, how are you?
Trainer – I am also fine. Welcome to my session of training and this session will also guide you to improve your performance in your particular field. I saw you and monitor your performance you have done a good job in some tasks but you are lacking in promoting and marketing the business. If you have any query regarding this problem then please tell me.
David – Yes sir, I am not able to promote my business effectively.
Trainer – For that, you should make some relevant strategies for marketing and also advertise your business on social media and other platforms.
David – Yes sir you are right, I must make some effective marketing strategy.
Trainer – You must also interact with consumers to know their preferences and demands related to tourism and the place they want to travel to and do marketing according to that.
David – Yes sir, I will consider this. Thank you for giving me training.
Trainer – It is all my pleasure.
- Counselling session:
Reason/Nature of the session: Formal counselling session
Performance requirements: Improvement in marketing and maintaining records
Staff member name: Smith and David
Location: Workplace
Date: 15th July
Resources: Human Resources, Financial Resources
Signature staff member: ___________________________________________
Signature Student: _______________________________________________
Hotel Manager
Counsellor – Good morning, smith!
Smith – Good morning sir!
Counsellor – How are you?
Smith – I am fine sir. What about you?
Counsellor – I am also good. I want to know the reason for your underperformance.
Smith – Sir it might be because my concentration level is not accurate and I forget things very easily.
Counsellor – Do you exercise regularly?
Smith – No, sir.
Counsellor – In my opinion, you should do regular exercise and keep your mind fresh.
Smith – Yes, sir I will consider this. Thank you for counselling me.
Counsellor – It is all my pleasure.
Travel Agent
Counsellor – Good morning, smith!
David – Good morning sir!
Counsellor – How are you?
David – I am fine sir. What about you?
Counsellor – I am also good. I want to know the reason for your underperformance.
David – Sir I think it might be because I do not know about marketing and advertising.
Counsellor – You should gain some knowledge in marketing and should interact with consumers.
David – Yes sir, I think it can improve my performance and I will be able to perform better.
Counsellor – Yes, I know you will do better.
David – Thank you sir for motivating me!
Counsellor – It is all my pleasure.
References
Carliner, S. (2015). Training design basics. Association for Talent Development.
Franks, P. C. (2013). Records and information management. American Library Association.
Lamb, C. W., Hair, J. F., & McDaniel, C. (2012). Marketing. Cengage Learning.
Mayne, J. (2017). Accountability for program performance: a key to effective performance monitoring and reporting. In Monitoring performance in the public sector (pp. 157-176). Routledge.
Sands, W. A., Kavanaugh, A. A., Murray, S. R., McNeal, J. R., & Jemni, M. (2017). Modern techniques and technologies are applied to training and performance monitoring. International journal of sports physiology and performance, 12(s2), S2-63.
Snell, S., & Morris, S. (2018). Managing human resources. Cengage Learning.
Stone, C., & Dahir, C. A. (2015). The transformed school counselor. Cengage Learning.
Twidell, J. (2021). Renewable energy resources. Routledge.