Appraisal and Development of Young Manager

The assignment content is about enhancing team work and interpersonal skills for the front office manager of Cavendish hotel. The objectives include encouraging team work, enhancing interpersonal skills to improve customer satisfaction, handling queries and problems of customers and guests, and learning and development activities to support young managers. The key success measures include taking response from all guests and customers regarding facilities and services provided by the hotel.

Developing and Managing
Performance

Executive Summary
In current study the learning has focused on developing and managing performance. Improved
level of understanding about this procedure provides proper allotment of various actions so that work
culture effectiveness and workforce performance can be enhanced. In this report, it has been spotted
that the performance of workforce have great impact of reward systems so the management of
Cavendish Hall Hotel need to focus on it in effective manner. Moreover, the managers and employees
of Cavendish Hall Hotel need to focus on collective monitoring and review of actions so that
organisational performance can be improved. It is also necessary for business organisation to acquire
effective identification of development opportunities in order to have impressive success. It has also
been spotted in report that new performance management system of Cavendish Hall Hotel provides
advancement in income level by one percent in respect of performance or activities performed within
organisation. In the support of this, it can also be stated that the performance management system is
classified in four categories such as excellent, good, satisfactory and unsatisfactory.
Furthermore, it has also been spotted in the report that the management of Cavendish Hall
Hotel can face number of issues or barriers in implementation of reward system. In the support of this,
it can be stated that reward policy provides monetary advantages to employees, which also enhances
the overall cost of business organisation. In this it is necessary for management to have proper
allocation of financial resources. Moreover, the improper evaluation of employee performance also
influences the execution of reward policy. It is also necessary for management of Cavendish Hall Hotel
to ensure that the employee's are satisfied with the policy norms and IPRP schemes so that business
can have great advantage of reward system implementation.
Other than this, it has also been determined in the report that the business organisation can have
effective management of performance by focusing on various managerial concepts. In this support, it
can be recommended that improved focus on objective setting, feedback and strategic alignment can
enhance the performance of Cavendish Hall Hotel employee's. Organisation can also focus on various
balance scorecard and 360-degree approach of appraisal in order to have effective management of poor
performance. It will amend the effectiveness of development plans and lead business to impressive
success by proper linking with employee performance.

Table of Contents
INTRODUCTION................................................................................................................................................................1
COURSEWORK 1...............................................................................................................................................................1
Performance management...............................................................................................................................................1
Reward policies...............................................................................................................................................................2
Individual performance related pay................................................................................................................................2
Barriers to implementation of IPRP schemes.................................................................................................................4
COURSEWORK 2...............................................................................................................................................................5
Importance and effectiveness of objective setting, strategic alignment and feedback...................................................5
Links to appropriate development plans.........................................................................................................................7
Appropriate methods to manage poor performance and support performance development.........................................8
CONCLUSION...................................................................................................................................................................9
REFERENCES.................................................................................................................................................................10

Prepare a management report to provide Daphne with a critical evaluation of
individual performance related pay (IPRP) and the possible barriers to its effective
implementation at the Cavendish Hall Hotel. Provide recommendations on
alternative reward strategies she could consider.
Your answer should be presented in a management report of between 1,500 and
2,000 words. It must be supported by reference to relevant academic literature
using the Harvard Referencing system.
Please give proper answer to these questions:
 The advantages and disadvantages of individual performance related pay as
a performance management tool in the hotel sector
o How can IPRP improve organisational performance?
o How suitable is IPRP to the business environment of the Cavendish
Hall Hotel?
 Barriers to the effective design and implementation of IPRP schemes
 Alternative reward approaches which could be used to complement, or
replace IPRP and why these may work more effectively.
 RECOMMENDATION
 Conclusion
1

2

INTRODUCTION
Developing and managing performance is all about proper allotment of various actions, which
can amend the work culture effectiveness and workforce performance. It can be done with an improved
focus on performance management system. It is a procedure, which allows proper allocation of roles
and responsibilities as per the capability of employee (Salas, 2001). In other words, it can be said that
the performance of employee can also be improved by focusing on various reward systems. Moreover,
the performance level can also be managed with an assistance of various human resource activities.
In this report the learning will focus on work culture of Cavendish Hall Hotel in order to have
better understanding about developing and managing performance concepts. It will focus on various
reward principles, policies, practices and their impact in the overall organisational performance. It will
also spot light on decision-making process and its outcome in performance management of Cavendish
Hall Hotel. Furthermore, it will also focus on various techniques, which can be implemented to have
advancement in organizational performance.
COURSEWORK 1
Performance related pay
Performance related pay is a salary or wage process in which management ensure about the
individual performance and then provide salary. In the support of this, it has been spotted that the
various standard based systems are used by employers to have effective evaluation of workforce
performance (Pattanayak, 2005). In other words, it can be said that it is a financial reward system for
employees in which business organisation like Cavendish Hall Hotel provide monetary benefit and
compensation in respect of efforts and performance of employee. In this, some standards are followed
by organisation to identify the performance (Robert, 2002). For example, the management of
Cavendish Hall Hotel has decided to that the employee who finish-cleaning task within 5 minutes will
be considered as an excellent and have four per cent of rise in income. These standards can also be
used to measure the team performance and then decide the pay as an increment. The advancement in
pay also increases the morale of employee's and motivates them to accomplish task in more effective
manner.
In the support of above statement it can be said that the individual performance related pay
have number of benefits and disadvantages that can impact on the organisational performance.
Performance of Cavendish Hall Hotel employees can have positive impact due to individual
performance related pay policy. It motivate workforce to follow various organizational guidelines to
have better accomplishment of task in order to attain better incentives (Hall, 2004). The one of key
benefit of this policy is that it provides long term monetary earning as compared to one time bonus.
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Regular advancement in wages or salary increases the morale of employee and impacts their
performance aspect in positive manner. It also has some disadvantages, which can impact the long-
term success ratio in negative manner (Poon, 2000). For example, the management of Cavendish Hall
Hotel has introduced reward system to amend the morale of employee's but workforce has considered
the policy as opportunity to earn more profit without any understanding of organisational goals. In this
situation, the employee can have short-term benefits but he can also have some long-term loss.
Furthermore, it can also be stated that the disadvantages of performance related pay have great
influence on the business management. In this respect, the management may face some issues
regarding measures of performance. There can be dispute that how performance of employees will be
measured. Another key issue can be that did performance measurement are implemented in proper
way. In the support of this, it can be stated that the rewarding individual employee is less efficient
while it is compared to team work. It may increase the overall cost of operations. For example, the
management of Cavendish Hall Hotel has implemented the individual pay reward scheme to motivate
employees. It has improved the skills and efficiency of various employees but they are now working to
accomplish their individual goal. In this situation, it became necessary for business organisation to
focus on establishment of new plan which can target overall team for improvement. It will increase the
overall cost of operation and may lead to some financial issues.
Other than this, it can also be stated that the team work also faces the issues regarding
undermines due to IPRP so it is necessary for business firm to have improved knowledge of various
factors of IPRP. In the support of this, it can also be stated that the business organisation also faces
some issues regarding long term performance measures. In order to attain better accomplishment of
various performance appraisal objectives the employees work in quick manner which reduces their
focus from creativity and innovation. Moreover, it can be stated that with an improved focus on IPRP
system the business organisation can enhance the employees motivation level and prompt them to
enhance their efforts within organisation. It also promotes the continuous improvement in
organisational performance which is one of most beneficial way to meet the organisational goals. It
will also facilitate business organisation to accept number of challenges and have better presentation of
skills so that they can attain more financial benefit. It also have direct positive impact on the overall
performance of hotel.
Another key benefit of pay for performance policy is advancement in performance by improved
focus on consistency factor. For example, the employee of Cavendish Hall Hotel has understood the
performance management system and reward policy in effective way (Tuzun, 2012). Employer key
aim behind the introduction of reward system is to motivate employees and have constant
improvement in performance so that organisational goals can be meet in effective manner. In this
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support it can be said that it also attract well skilled worker who percept that their qualifications and
outcome of efforts will be properly rewarded (Muller, 2014). It also increases the flexibility at work
place by enhancing the performance of employee's.
In order to understand the individual performance related pay effectively it can be stated that
improvement in individual performance also has direct impact on the organisational performance. For
example, the restaurant staff is having effort in quick manner to meet the standards of individual
performance related pay policy then it will also impact the organisational sales in positive manner. It
will also amend the goodwill of hotel that company provides quick services. It will also provide better
experience to customers (Albahussain, 2006). Another example can be that the Hotel staff is focusing
on advancement in cleanliness of premises to meet the standards of individual performance related pay
policy then it will also create a positive work environment and motivate other departments to have
efforts in effective way. The improvement in cleanliness will make customers feel good and enhance
their experience at hotel, which is beneficial for advancement in brand loyalty (Cassidy, 2006). The
improved level of experience is also beneficial as customer feedback also have great reflection on the
performance management system of Cavendish Hall Hotel.
In the support of this, it can be said that the individual performance related pay policy is
suitable for Cavendish Hall Hotel because organisation provides number of services for better
experience of customers. It is necessary for hotel firm to maintain various standards in services so that
business can have impressive success (Gravells, 2010). Management of Cavendish Hall Hotel can link
standards of services with individual performance related pay policy in order to enhance the
effectiveness of services. For example, the key standard of room service is that proper arrangement of
furniture and other utilises in room and efficient response towards customers demand. In this aspect the
management can set same standards with individual performance related pay policy (McGRATH,
2011). It will motivate employees and also help in meeting basic standards of hospitality work culture.
This clearly indicates that the individual performance related pay policy is suitable for business
environment of Cavendish Hall Hotel.
Barriers to implementation of IPRP schemes
It has been spotted that there are number of barriers which can impact the implementation of
IPRP schemes in work culture of Hotel so it is necessary for business firm to have improved
understanding about those barriers. The barriers to implementation can be classified as high costing,
evaluation system and dissatisfaction among employees. In the support of this, it can be said that the
reward system is all about providing monetary benefits, which can impact the overall cost of business
organisation (Smith, 2003). The advancement in services needs high ratio of investment which has
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direct negative impact on the overall cost of operations. Moreover, the IPRP system is all about
providing financial and monetary benefits to individual in respect of better performance and optimistic
efforts within organization. This clearly indicates that the IPRP bring advancement in cost factor which
have direct negative influence on the over all expenses of organization.
For example, the management of Cavendish Hall Hotel has decided to implement the IPRP
schemes for advancement in performance but company does not have sufficient finance as per the
demand of scheme. It may be one of critical barrier for the management to arrange incentive amount
without any advancement in profit margin ratio (Nevada and et.al., 2012). In other words, it can be said
that it is necessary for business organisation to ensure about financial conditions before designing of
IPRP schemes.
Other than this, it can also be stated that the individual performance pay scheme can also face
some critical issues due to distributive justice. It has been identified that there are number of
employees who does not work for money. In this case, the workers who does not work for money will
not feel motivated because they will not feel monetary benefits are good for them. In this situation, it is
necessary for management of Hotel to ensure that the distributive employees are feeling motivated.
Company can introduce some non monetary benefits for these kind of employees in order to amend
their performance.
Moreover, there are some external factors which can also impact the effective implementation
of individual performance pay scheme. For example, the behaviour of family and friends or their
suggestions to individual. In other aspect, it can be said that individual family members has suggested
him that not to take over load just because of monetary benefits because they is no optimistic financial
need of family. It will also force the employee not to take individual performance pay scheme as
critical aspect. It may increase the overall cost of operation so that employee feel motivated to
participate in scheme.
Furthermore, another key barrier is improper evaluation of employee performance. In this
respect, it is necessary for management of Cavendish Hall Hotel to focus on effective monitoring
system that can provide correct information about employee's performance because the dependability
of IPRP schemes is on employee's job evaluation (Little, 2011). For example, the management of
Cavendish Hall Hotel has implemented IPRP schemes but company does not have any job evaluation
process. In this situation the management of Cavendish Hall Hotel can face some critical issues, which
can implement overall performance of organisation.
It also create barrier for organisation as it reduces the trust culture within organisation. For
example, the hotel has introduced new scheme of performance appraisal and employees has taken the
scheme in personal context. The employees does not trust any other individual in team because they
6

think he will not support me to gain better financial advantage. This clearly indicates that the
employees perception has impacted in negative manner due to competition factor.
At last, employee's dissatisfaction is one of key barrier for effective implementation of IPRP
schemes at Cavendish Hall Hotel. In some conditions it has been spotted that the employee's are not
satisfied with the IPRP scheme due to some complex standards (Conrad, 2004). It can also impact the
effective implementation of IPRP schemes. In this it is necessary for management of hotel organisation
to ensure that the employee's are agreed with the standards. Moreover, the employee's who does not
receive much benefits from IPRP schemes can get demotivated which can also influence the
implementation of IPRP schemes (Holmes, 2014). In this situation it is necessary for management of
hotel to ensure that the employee's may not face de-motivation issues due to IPRP schemes.
Alternate policies
In order to amend the performance of workforce and motivate employee's the management of
Cavendish Hall Hotel can focus on reward management. With an assistance of this, management can
easily formulate number of strategies and policies which can provide various benefits to employee's in
most fair, equal and consistent manner (Cunill, 2006). In the support of this, it can be said that there are
number of internal and external factors which management must consider during formulation of reward
policies. The classification of factors can be as values, structure, profit, market conditions, social
system, etc. It is also necessary for management of Cavendish Hall Hotel to provide reward as in equal
manner. The principle of equal pay must be followed in appropriate manner so that equal values can be
provided (Liu and Fu, 2006). Moreover, the job activities must be evaluated in systematic manner with
an consideration of job importance and hierarchical aspects.
Furthermore, the pay can be provided to employee's by focusing on various theories such as
labour market, human capita, efficiency wage and agency theory. In respect of labour market it can be
said that the employee's and employer both have correct information about market conditions and the
pay is decided in context of both parties profit (Pearlson and Saunders, 2004). The rewards are
provided at equilibrium point to meet the needs in effective manner. Secondly, the reward pay can also
be provided on the basis of cost investment analysis. In this management measure total cost of
investment with outcome and then decide pay range (Yu, 2012). Moreover, agency theory means
employer have focus on pay according to market condition analysis. In this, the key motive of
employer is to pay below market share and have advancement in profit margin ratio.
Moreover, in this support the management of hotel can focus on intristic and extristic rewards.
In intristic rewards the reward will be provided to person on the basis of activity or behaviour towards
work. It needs high ratio of monitoring in order to understand the behaviour of person. Other than this,
extrinsic reward is an form of reward which is tangible or physically provided to employee in respect
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of optimistic performance. It helps in meeting organisational goals in better way and provide better
opportunities. For example, the management of hotel can provide award to employee who have
accomplished tasks in more effective manner. Performance of the week award can be started by the
management of hotel to motivate employees and provide them various benefits. In the support of this,
it can be said that the motivation also plays a key role in effective management of performance.
Business firms provide various benefits to employees by focusing on reward policies and performance
appraisals. It increases the morale of work force and lead business to advancement in overall
organisational performance.
Furthermore, the organisation can also focus on balance score card method to meet the
objectives in better way and to maintain the standards. In this respect, the management of hotel can set
some standards regarding performance of employees and then measure their efforts as per standards. It
will facilitate management to understand the needs of employees and design better strategies which can
amend their motivation level. It can be considered as a part of performance management system. In
this process the managers and employees also have focus on collective monitoring and review of
actions with motive of advancement in organisational performance (Nutley, 2008). In the support of
this, it can also be said that the management of Cavendish Hall Hotel can have number of benefits by
focusing on balance score card method. The one of key advantage of balance score card method is
targeted staff development.
COURSEWORK 2
Importance and effectiveness of objective setting, strategic alignment and feedback
Performance of employees depends on the success of every various tactics like motivation,
reward, belief, etc. As per the statement of Noon (2008), it has been spotted that the work performance
can be easily managed by effective focus on various factors which relates with the operations of
business organisation. The classification of factors can be as organisational objectives, strategic
alignment and feedback.
Objectives setting
In the support of above statement it has been said by Constantin (2006) that the objective
setting is all about formulation of key motives which can assist in effective accomplishment of
organisational mission and vision (Constantin, 2006). In other words, it can be said that the objective
setting is key section of planning and its basic aim is to render a support to planning process so that
company can have impressive success.
According to Ghosh (2012), there are some steps which can be followed by management of
Cavendish Hall Hotel in order to have effective formulation of objectives. In first step the management
8

can focus on identification of various issues which can impact the overall performance. The issues can
be identified by proper evaluation of all operational actions and take reviews of employee's. It will
provide correct information about the issues and lead business to impressive success (Ghosh, 2012). In
second stage the management of Cavendish Hall Hotel can focus on evaluation of various alternative
actions and choose one of them which suits most to the organisational environment. Münstermann
(2010) has asserted that, it is necessary for management to ensure that the selection of activities is
according to business needs and facilitate in overcome the issue (Münstermann, 2010). At last,
assessment of result after implementation and then design objectives. During this process it is
necessary for management of business organisation to make sure that designed objectives are reflective
key motive and mission, vision of organisation.
Noon (2008) has spotted that the business organisation like Cavendish Hall Hotel focuses on
various tools and techniques in order to have improvement in services and operational actions. Setting
objective is one of most critically used management tool which can create number of long term goals
for effective success of organisation. It also relates with the performance management which means the
effective formulation of objectives can lead business to improvement in organisational performance
(Noon, 2008). Improved focus on objectives setting is also necessary because it plays a key role in
advancement of visibility factor. With an clear definition of organisational goals the workforce can
easily have proper alignment of actions which will also have positive impact on the motivation level of
employees (Rauris, 2002). Improved level of information about organisational goals also provide
strength to effective accomplishment of responsibilities in order to have impressive success. Moreover,
Rauris (2002) has contended that the effective designing of objectives is also necessary to have
improvement in collaboration. In other words, the collaboration of goals at one place also increases the
team effectiveness by motivating employees to share information. It also allows to facilitate each other
so that business can have effective accomplishment of goals.
Strategic alignment
Gabris (2000) has concluded that it is a procedure in which organisation workforce have efforts
to create link between structure, resources and strategy so that business can have some improvement in
environmental context. In the support of this, it can be said that it allows to have advancement in
performance ratio by optimizing efforts of people, input, etc. It also provides effective measurement of
all objectives and minimize the waste of resources (Gabris, 2000). It has been spotted by IMayer
(2009) that the strategic alignment have great impact on the business operations so it is necessary for
management of Cavendish Hall Hotel to consider these aspects. Strategic alignment is important for
every business as it have great influence on the organisational performance (IMayer, 2009). It has also
been identified by Imayer (2009) that the workforce have effective efforts when they have proper
9

understanding of organisational goals as it make them realize about key purpose. It also facilitate in
effective acceptance of goals so that business can have better development.
Furthermore, the strategic alignment is also necessary because the lack of strategic alignment is
one of key aspect which can may lead business to great failure. It has been determined by Campbell
(2008) that business organisations loses their track or purpose which creates critical barriers in order to
have effective accomplishment of goals (Campbell, 2008). In Cavendish Hall Hotel the strategic
alignment is necessary to have improvement in quality of services with effective focus on better
control on wastage of resources. It will also reduce the overall cost of operational activities by
providing effective control on the allocation of resources and enhanced selection of organisational
strategies.
Feedback
Armstrong (2000) said that it is a procedure in which business organisation have efforts to
identify the impact of their implementations on organisational performance and services. In other
words, it can be said that it provides information which can be used by management of Cavendish Hall
Hotel to change the actions for better future opportunities (Armstrong, 2000). In this process the hotel
organisation can focus on review or feedback from employee's as well as customers. In the support of
this, it can be said that the feedback from employee's and customers is necessary for management of
Cavendish Hall Hotel because it renders flexible work conditions. It also provide information about the
factors which plays a key role in sustainability of organisational services. It is also essential to identify
the effectiveness of regulatory actions which are applied at Cavendish Hall Hotel.
Moreover, Ullsperger (2003) stated that it is also significant because it provides better
opportunity to have effective interaction with all workforce and customers as well. With an assistance
of feedback system the management of Cavendish Hall Hotel can easily identify the issues and spot out
some innovative ways to overcome it (Ullsperger, 2003). It will facilitate in advancement of services
and reduce the negative comments of customers which is beneficial for improvement in organizational
brand image.
For example, the customer feedback means the understanding the perception of buyer towards
services of hotel and work policies. It will provide integrated information about the effectiveness of
services and operational actions. It also renders understanding about the factors which are impacting
the organisational performance.
Links to appropriate development plans
As per view of Di Chiara (2007), every business organisation have improved focus on effective
development of plans so that business can have impressive success. In other words, it can be said that
10

the business can have improvement by focusing on performance advancement. Moreover, the business
plan and training plan have great link with performance appraisal (Di Chiara, 2007). For example, the
management of Cavendish Hall Hotel can have development in performance by improved focus on
training and development plan. As it includes all key factors of development such as objective setting,
strategic alignment and feedback. Kaplan (2008) contented that training and development plan covers
some organisational objective which have direct impact on the employee's performance (Kaplan,
2008). In the support of this, objective of Cavendish Hall Hotel is to have improvement in employees
productivity by 10 %. In this development plan the business will have efforts to improve the
productivity which will have direct positive influence on organisational performance.
Furthermore, the training and development plan have great influence on the employee as well
as organisational performance. It increases the skills of employee's which is beneficial to amend the
productivity and meet the organisational goals. It also have great impact on the motivation level of
employee's and influence the organisational performance (Brander Brown, 2005). For example, the
workforce of Cavendish Hall Hotel has improved the communication skills which impacted motivation
in positive manner. It will also increase the productivity of service delivery and leads business to
impressive development. This clearly indicates that the training and development plan have relates
with the organisation and employee performance.
Other than this, performance appraisal plan also have link with the development in performance
ratio of employee's. With an assistance of this, the workforce of Cavendish Hall Hotel can have better
understanding about key factors which influence their work culture (Kaplan, 2008). Improved
knowledge about key factors will motivate employee's to have effort in appropriate manner so that
their performance can be enhanced. The key motive of performance appraisal plan is to enhance the
overall performance by providing various monetary benefits to employee's. For example, the
management of Cavendish Hall Hotel has introduced performance appraisal plan which has increased
the morale of employees (Di Chiara, 2007). It has provided information about their skills and
capabilities which has impacted the overall work culture in positive manner. Moreover, the
performance appraisal plan can also influence performance in negative manner if employees are not
satisfied with the key factors of plan. It means it is necessary for business organization to have
effective designing of diverse development plan as per workforce needs so that organizational
performance can be enhanced in order to meet key objectives (Ullsperger, 2003). As per the above
discussion it can be clearly stated that the development plans have great link with the employee as well
as organisational performance.
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Appropriate methods to manage poor performance and support performance development
It has been spotted by Armstrong (2000) that the management of Cavendish Hall Hotel is facing
some critical issues which have great negative impact on the organisational performance so it is
necessary for hotel organisation to have focus on various methods. It is necessary for firm to ensure
that methods are according to nature of business. The classification of methods can be as balance score
card, 360 degree method (Armstrong, 2000). In this support it can be said that the balance score card is
a process in which strategic planning take placed in order to have effective management of resources
so that business can have impressive success with improved management of performance factors. The
management of Cavendish Hall Hotel can focus on four key perspective to have better control over
performance factors. The classification of perspective can be as financial, customer, internal and
innovative learning (Campbell, 2008). Moreover, Campbell (2008) said that the hotel organisation can
set some standards by analysing the customer perception and financial condition of organisation. It will
provide strength to business organisation and improve employee's performance. In this number of
motivation techniques can be used to amend the morale of workforce and reduce the effectiveness of
poor performance.
Other than this, the number of innovative work techniques can be implemented at workplace to
enhance the skills of employee and manage poor performance in better way. It is also one of beneficial
factor which can advance the overall organisational performance (IMayer, 2009). Moreover, the 360
degree can also be used as it is procedure which will provide confidential feedback to all employee's
and make them understand about negative factors. In this process the management can have personal
meetings with each employee and provide him information about his performance. It will enhance the
morale of workforce by providing information about strength and weakness (Gabris, 2000). In the
support of this, it can also be said that there are various management tools which can used by hotel
firm in order to have better control on financial and other resources. Rauris (2002) asserted that the
improved use of resources will enhance the organisation productivity and improve the profit margin
ratio. Company can also focus on new product development techniques so that services effectiveness
can be enhanced. In this it is also necessary for management of Cavendish Hall Hotel to ensure that all
process have concern of employee's as it will also amend the morale and lead business to improvement
(Rauris, 2002). Moreover, Noon (2008) has said that organisation can also have better access to
database so that issues can be identified in better way. Improved level of information regarding issues
will facilitate in finding various ways which can overcome the issue. Management of Cavendish Hall
Hotel can also focus on meeting and discussion with employee's to determine the ways in order to
resolve complain and issues. It will also enhance the service effectiveness and reduce the level of
negative feedbacks from customers (Noon, 2008).
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CONCLUSION
As per the above study it can be said that every business organisation can have improvement in
its performance ratio by enhanced focus on various managerial actions. The management of hotel
organisation is focusing on reward policies in order to enhance their morale that has direct impact on
organisational success. It has been spotted that development plans also facilitate in effective
enhancement of employee's skills, which influence performance ratio in positive manner. Moreover,
the management tools like balance score card and 360-degree appraisal can also facilitate Cavendish
Hall Hotel to advance the performance.
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Appendix
Document 1: Appraisal Preparation
17

Structure/Plan:
 What are the key elements you want to
cover in the discussion? (consider the 7
steps video)
 Think about what order you will do things
and how much time you want to spend on
each part
Stage 1- Determining objectives
stage 2- Collecting relevant information
Stage 3- Determining alternatives
Stage 4- Assessing all the alternatives
Stage 5- Selecting the effective alternative
Stage 6- Implementing and control
Stage 7- Evaluation
Determining objectives: 2 weeks
Collecting relevant information- 1 week
Determining alternatives- 3 days
Assessing all the alternatives- 2 days
Selecting the effective alternative- 1 day
Implementing and control- 2 weeks
Evaluation- 2 weeks
Environment:
 How will you prepare a relaxed
environment and build rapport with the
young manager?
 How will you get them involved and
talking?
Through conducting open discussion ad communication I would prepare
relaxed environment for the young manager. However, with open
communication I can also ensure proper transparency for the young
manager.
Through conducting formal and informal meeting I would involve young
manager in the talking.
Review:
 What objectives will you review during the
interview?
 What evidence do you want to introduce in
relation to these?
Enhancing communication skills of the personnel.
Knowledge and information possess by the manager.
Questions:
 What questions do you need to cover during
the interview?
 What do you want to ask the young manager
about?
Is the young manager who has been appointed in the hotel is getting proper
environment or not ?
Is young manager often treat people with respect and fairness. Instills good
work ethics, provides guidance, and supports others?
Always keeps confidential or personal information to self when appropriate?
Feedback:
 What are the key feedback points you want
to provide?
 Where has the young manager done well
and where do they need to develop further?
Young manager has overcome the issues that mainly arises within the
organization related with managing the staff and worker.
Young manager have done well in developing successful team.
Furthermore, young manager need to develop or amend the time
management skills as well as stress management skills so that they may
perform their task in the effective manner.
Objective setting:
 What sort of objectives do you want to
agree with the young manager?
Managing good relationship with staff and customers those are visiting the
hotel.
Leadership skills
self control
Effective in handling the complaints
taking initiatives
Support
 What strengths were identified?
 Did they agree on how to further develop
these strengths?
 What problems were identified?
Managing diverse team at the workplace
different problems were identified those are-
 not timely communicate important information
18

 What solutions and options were
identified?
 Were they agreed?
 Were any training and development
needs identified?
 Were any interventions agreed?
to employees and customers.
 Does not treat others in a consistent and fair
manner.
 Does not take personal responsibility and
places blame on others when things go wrong
Young manager must require proper training and
development so that they should amend their skills so
they should render effective services within the
Cavendish hotel.
Managing the Discussion
 Did they achieve a balanced 2 way
conversation (check your
communication chart)
 Did the appraisee do most of the talking
 Did the discussion end positively
 Did they agree the next steps to be
taken?
Yes
Yes
Yes
Yes
Document 2: Feedback Sheet
19

Environment
 How well was a relationship established?
 How was it done?
 What was the climate like?
 How relaxed was the meeting?
The relationship among the other staff and customers is
established through enabling the open communication
with them. So, that they may develop effective culture
at the workplace.
The organizational climate was effective that result in
overcoming the problem and issue among the staff.
Questioning skills
 Did they use an appropriate mix of question styles
 Did they use open questions to get the appraisee
talking
 Did they ask the employee how they thought they had
been performing?
 Did they use closed questions to clarify information
where appropriate
 Did they use the funnel technique
 Did they probe for further information where
appropriate
[Try to record some examples of different question
types used]
yes
yes
yes
yes
yes, funnel technique was effective for the apprasiee as
it properly amend their skills.
Listening skills
 Did they demonstrate active listening skills
 Did they demonstrate positive body language
 Did they allow the speaker to finish
 Did they leave appropriate silences
 Did they ‘reflect back’ the appraisees comments
 Did they clarify details and check their understanding
Yes
yes
yes
yes
yes
yes
Feedback skills
 Did they base the feedback on facts/observations
 Do they gain agreement with the appraisee about how
well they performed
 Did they identify areas of strength
 Did they describe development areas confidently and
clearly
 Did they help the appraisee explore how they could
develop these areas
 Did they help the appraisee break development plans
down into achievable steps
Yes
yes
yes
yes
yes
yes
20

Agreement
 How far did they reach agreement on
interviewee performance and
contribution to results?
 What got in the way of this?
 What did the appraiser do to overcome
areas of disagreement?
The Future
 Did they ask about the individuals job
satisfaction
 Did they find out what ‘makes the
employee tick’
 Did they explore the employees career
aspirations?
yes
Support
 What strengths were identified?
 Did they agree on how to further develop
these strengths?
 What problems were identified?
 What solutions and options were
identified?
 Were they agreed?
 Were any training and development
needs identified?
 Were any interventions agreed?
Managing diverse team at the workplace
different problems were identified those are-
 not timely communicate important information
to employees and customers.
 Does not treat others in a consistent and fair
manner.
 Does not take personal responsibility and
places blame on others when things go wrong
Young manager must require proper training and
development so that they should amend their skills so
they should render effective services within the
Cavendish hotel.
Managing the Discussion
 Did they achieve a balanced 2 way
conversation (check your
communication chart)
 Did the appraisee do most of the talking
 Did the discussion end positively
 Did they agree the next steps to be
taken?
Yes
yes
yes
yes
21

Other
Communication chart for appraisal interview
Interviewer Interviewee
Giving Information
Providing information
regarding their duties and
responsibility.
Providing skills and abilities
that they possess while
rendering services within the
hotel premises.
% of time spent 50% 50%
Seeking Information Seeking information
regarding the past
experience of the young
manager.
Providing information and
experience that they have
gained from the previous
job.
% of time spent
Document 3: Appraisal Form
NAME
JOB TITLE
Front office manager
22

Objective Rating Explanation/Justification/Evidence
Encouraging team work within the
Cavendish hotel.
2 In order to accomplish the objective of
organization I need to build effective team
within the hotel so that members tends to
perform tasks in the effective manner.
Enhancing interpersonal skills so that
easily communicate with staff ad
customers of the hotel.
3 However, to enhance the satisfaction level
of customers I must alleviate interaction
between the guests and staff. I must also
focus on creating social networking
accounts on which customers can post their
reviews and share their experience that will
result in enabling the improvement.
Objective Timescale Success Measures
Handling the queries ad
problem of the customers and
guests those are visiting their
hotel.
2 weeks Taking response from all the
guests and customers of the hotel
regarding the facilities and services
provided by the hotel.
Learning & Development Activity Target Date
Basically, there are different learnings and development activities that would
support the young manager in accomplish the objectives as well as it will assist
in performing their job within the Cavendish hotel.
1. ability to make effective decisions
2. creating website of hotel so that they may transact their activities on
internet platform.
3. Enhancing listening ability and skills
8 weeks
23

Manager Employee
Review Manager
(name and signature)
Reviewee
(name and signature)
Date
Level Contribution Assess
ment
(please
)
Manager Moderation
1 Excellent
2 Good
3 Satisfactory
4 Unsatisfactory
24