Monitor staff performance

Student assessment Tool

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.

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.

2. Conduct training and development programs to provide training regarding new skills.

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.

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).

2. Wash and clean the bedsheet of the rooms and towels provided to the guest.

2. She watches Netflix and smokes cigarettes in the room.

2. She has completed all the allocated tasks with quality when she joins the hotel.

2. Andrew provides instructions to Sally that she must wear the uniform provided by the hotel.

2. Make the changes in the menu to upgrade it.

3. Prepare the special dishes for the permanent guest.

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).

2. Norman saves the cost of the hotel by decreasing the wages of team members by 7.2%.

2. Norman helps the hotel by reducing food wastage.  

2. Serve the food to the guests.

2. Sometimes Jack does not serve the correct order to the guests (Malaolu & Ogbuabor, 2013).

2. Jack needs to be attentive in the workplace.  

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.

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.

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).

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.

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.

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).

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.

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

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.

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).

2. Training and development sessions must be conducted to improve the performance of staff members.

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

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.

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).

1. Enhance the performance of the Jack.

2. Expand the business.

3. Provide the best customer service.

4. Increase the sale of the business.

You- Yes, when I work in another hotel. They involve me in the performance review process.

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.

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.

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.

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.

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.

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.

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.

2. The company modify the working procedures to improve the performance of employees.

3. The company conduct training and development 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).

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.

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).

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.

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.

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).

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.

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.

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.

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.

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).

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.

Describe three (3) reasons that undertaking performance appraisals with your staff is vital

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.

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.