Appraising Performance for Quality Services at Cavendish Hotel

This report aims to provide a comprehensive overview of performance appraisal as an essential tool for managing poor performance within the Cavendish hotel. The study highlights that effective performance appraisal is crucial in reviewing and assessing individual performance, setting objectives, strategic alignment, and feedback. Moreover, the report emphasizes the significance of high-performance work systems, core self-evaluations, team-based performance appraisal, and knowledge sharing. Furthermore, it recommends certain methods and strategies for integrating into a high-performance work system for Cavendish hotel.

Developing and Managing
Performance
Coursework 2
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Executive summary
In modern era, effective system of performance appraisal is very important for the growth
and success of organization. Further it can be defined as the process in which management of
organization recognize and appraisals the efforts and hard work of their employees. One of the
main advantage of such kind of system is that it assist organizations to motivate their employees
and get the best out of them. In addition to this, system of performance appraisal also reflects the
fact that how employees efforts and behaviour within workplace and measured and managed.
There are various techniques of performance appraisal such as 360 degree appraisals, reviews,
time base measurement and raking method. Other than this, sometimes reviews are also taken
from superiors and colleagues of employees at the time of measuring his/her performance.
It has been found that the hospitality industry of the world has the highest number of
employee turnover. Some of the major reason behind this includes low pay scale and most of the
hotels do not use any kind of performance appraisal. The management of these businesses needs
to understand the fact that the employee turnover can be reduced only when the efforts of
employees will be recognized and appreciated.
Other than this, it is also required by management of hotels to take corrective steps and
use methods of performance appraisal in order to overcome the issue regarding the poor
performance of employees. With the help of implementing methods of performance appraisals,
the businesses will not only motivate their employees but will also boost up their morale and
productivity.
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TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................6
Critically evaluate the appraisal as performance management tools. Provide recommendations on
how you would integrate it into high performance work system for the Cavendish hotel..............6
Importance and effectiveness of objective setting, strategic alignment and feedback................6
Links to appropriate development plans......................................................................................7
Links to appropriate methods to manage poor performance.......................................................8
Integration of appraisal discussion with other management tools and techniques to support
performance development..........................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12
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Submission checklist
1. I have carefully analysed the question and answered EVERY part, providing
examples where these have been asked for Yes
2. I have included an executive summary (max 1 side) which summarises what the
report is about, my main findings and my main conclusions
Yes
3. I have included a SHORT introduction explaining what will be covered in the
answer
Yes
4. I have removed any materials that are irrelevant to the question that has been
asked Yes
5. I have edited my work carefully to correct any spelling, grammatical and
typographical errors Yes
6. I have supported each new idea in my work with reference to something I have
read “that makes me think that” (approx. one reference per paragraph) Yes
7. I have demonstrated a range of reading resources including some textbooks, some
journal articles and some websites Yes
8. I have not referenced Wikipedia, Business Balls or Mind Tools as these are weak
academic reference sources Yes
9. I have ensured that all the sources I have cited/ referred to in my answer are listed
in full in a reference section at the end of my work. Yes
10. I have listed my references only ONCE in EITHER my reference section OR my
bibliography Yes
11. I have presented my references in alphabetical order. (I have NOT separated this
into sections of books, journals, websites etc.) Yes
12. I have provided page numbers with references where I have used direct quotes to
show specifically where the direct quote can be found. Yes
13. I have presented all direct quotes in double speech marks (“xxxxx”) to clearly
indicate that these are not my own words No
14. I have used direct quotes sparingly, preferring to write in my own words where
ever possible to show I have understood what I have read Yes
15. I have checked my work for long and/or incomplete sentences yes
16. I have joined all my sentences with similar/related themes/content together into
relevant paragraphs. One paragraph = one idea. Yes
17. I have broken long sections of writing up into relevant paragraphs to help guide
the reader Yes
18. I have avoided using bullet points or number lists preferring to discuss my points
in full sentences developing my discussion to demonstrate my understanding of the
points made.
yes
19. I have written my work in the third person avoiding the use of ‘I’, ‘My’, ‘We’,
‘The author’ etc Yes
20. I have removed unnecessary pictures and diagrams from my work e.g. copies of
lecture slides and concentrated on writing about what this shows Yes
21. I have provided a concise conclusion at the end of my work summarizing the main
points I have made
Yes
22. I have removed appendixes, talking about its content in the main part of my answer
if it is important enough to be included
Yes
23. I have checked the similarity report on ‘turn it in’ and addressed any plagiarism
issue
24. I have submitted my work on time to avoid my grade being penalized for late
submission
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INTRODUCTION
Performance appraisal can be termed as the process of recognizing and appreciating the
efforts of employees within organization (Brown, Hyatt and Benson, 2010). Further it helps
management to identify the strength and weaknesses of workers and also assist in determining
their level of productivity. The system of performance appraisal also reflects the fact that how
employees efforts and behaviour within workplace and measured and managed. There are
various techniques of performance appraisal such as 360 degree appraisals, reviews, time base
measurement and raking method. The present report is based on Cavendish hotel and includes
the importance and effectiveness of objectives setting, strategic alignment and feedback. Other
than this, the report also highlights development plan and support system within the hotel. It has
been also identified that the hotel is facing issues such as poor performance and thus, this report
also covers some methods using which such issues can be overcome. At last this report explains
how appraisals discussion can be integrated with other management tools and techniques within
organization.
CRITICALLY EVALUATE THE APPRAISAL AS PERFORMANCE
MANAGEMENT TOOLS. PROVIDE RECOMMENDATIONS ON HOW
YOU WOULD INTEGRATE IT INTO HIGH PERFORMANCE WORK
SYSTEM FOR THE CAVENDISH HOTEL
Importance and effectiveness of objective setting, strategic alignment and feedback
Objective setting means setting the goals or objectives which an organization wish to
achieve (Kamer and Annen, 2015). It is important to set the objectives before working because
objectives provide focus to the company and also it helps in measuring the performance and
progress of an organization in accordance with the set objectives. If goals are set than clear path
can be established to achieve them and it keeps the company undistributed. Effectiveness of
objectives can be set by using SMART objective approach in which specific objectives are set
which are measurable and attainable and they are time base so that efficiency can be achieved
(Monis and Sreedhara, 2010).
Strategic alignment is a process of linking and organizational structure and resources with
the strategies and business environment. It is important because it enables the higher
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performance by optimum utilization of HR, process and inputs so that measurable objective scan
be realized and wastage can be minimized (Townley, 2014).
Feedback is very important tool in order to assess the performance of an organization.
Feedback should be given to the employees so that effectively their performance can be
appraised. To improve the management performance, feedback should be taken form them. If
proper is feedback is being given to employees than employee will get motivated towards
working and hence, this is the best tool through which effectiveness can be brought in their
performance (Kamer and Annen, 2015).
As it was mentioned that performance appraisal of Cavendish Hotel was very poor. Hotel
management should understand the importance of setting objective, strategic alignment and
feedback. And effectiveness among employee performance can be brought only by doing
performance appraisal (Tao and Jianqiao, 2011). For this purpose, hotel should set the objectives
so that it provide guidance to employees and this will motivate them to achieve those objectives.
If objectives will be set than management can measure their performance in accordance with the
set objectives. If any variation found that could be improved by providing training to them and
thus, effectiveness can be brought. By doing performance appraisal hotel management can link
the organization structure and their resources with the strategies and business environment.
Because it will be known to them that what are the skills of an employee and how they could be
aligned (Jawahar, 2010). Hotel can provide feedback to their employees and it can only be
provided by doing performance appraisal and if positive feedback is provided to the employees
than they will be motivated towards the achievement of organizational objectives and thus, their
performance will become effective.
Links to appropriate development plans
It has been spotted that the success of every organization depends on the effectiveness of
development so in this respect it is necessary for hospitality organization to focus on effective
design of development plan (Bol, 2011). In this support, it can be said that in order to have
effective design of development plan it is also essential for management of hotel to maintain a
link with various critical factors. Moreover, the business firms key motive is to attain impressive
level of success and gain competitive advantage which can easily be acquired by improved focus
on effective development of plans.
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In other aspect, it can be stated that the business organization have better level of success
by having improved focus on advancement in employee as well as organization performance. In
order to have better improvement in performance business organization focuses on training and
development process. It has been identified that the training and development plan and business
plan plays key role in effective development as it relates with performance appraisal (Morse,
2010).
For example, the management of Cavendish Hall Hotel is focusing on training and
development plan to have improvement in performance aspects. In this management has focuses
on diverse key factors which can provide better development opportunities (Becker and Huselid,
2000). The classification of factors can be as setting objectives, strategic alignment and
feedback. In this support, it has been witnessed that the training and development plan mainly
works as per the designed organizational objective in order to have effective development.
Furthermore, the management of Cavendish Hall Hotel has decided to amend its employees
productivity by 20 %. In this situation as per the training plan the trainer will have efforts to
enhance the employees productivity which impacts the influence organizational performance in
positive manner (How To Deal With Poor Employee Performance, 2010).
Furthermore, it has also been spotted that the performance appraisal plan also relates with
effective development of workforce performance. It will facilitate employees to attain better
understanding regarding diverse aspects which impact the organizational culture. With an
advanced information about key factors the employees will feel motivated to accomplish task in
appropriate manner. It have direct positive impact on their performance (How to manage poor
performance in the workplace, 2015). In order to understand the link with performance appraisal
plan the learning can focus on example like, With an improved focus on performance appraisal
plan the management has enhanced the employees morale power and also improved the overall
organizational performance. It has also increased employees skills and capabilities by providing
information about diverse factors which can influence the work culture in positive manner
(Kirkman, Lowe and Young, 2011). In this, it is necessary for management to ensure that the
performance appraisal plan is developed as per needs of employees otherwise it can impact
performance in negative manner.
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Other than this, the training and development plan also impacts the performance of
employee and improve their skills which have direct positive impact on the productivity and
facilitates in meeting organisational objectives (Brown, Hyatt and Benson, 2010). As per the
above statement it can be distinctly expressed that the development plans relates with the
employee and organisational performance.
Links to appropriate methods to manage poor performance
As per the negative review posted by guests and customers on TripAdvisor UK site about
the poor customer services and poor room services. There are different methods and ways
through which Cavendish hotel can manage their employees poor performance (Kamer and
Annen, 2015). The different ways for managing poor performance include;
Motivation: Sometimes due to low motivational factor within the hotel premises also
results in rendering poor services by the staff and employees. Ac coding to the survey taken by
the manager it has been found that 32% people are in the favor of reward system while some
people even disagrees that their work give sense of personal accomplishment to themselves
(Monis and Sreedhara, 2010). Thus, to carry off the poor performance manager need to work
nearly with their worker and staff by creating effective work environment. For example, due to
introducing IPRP (Individual performance related pay) schemes within the Cavendish hotel
worker or staff those who are providing unsatisfactory or disappointing level of performance
within the hotel also get increment that is one percent cost of living increase therefore, it may
results in assuring laziness among the employees regarding their work. Hence, manager keep
motivate them by rendering proper direction and assistance in managing their poor performance
(Townley, 2014).
Training session: Another appropriate method to manage poor performance of staff
include providing proper training and development sessions to their staff so they can focus on
amending their different skills and abilities that will help them in providing quality services and
managing poor performance within the Cavendish hotel (Kamer and Annen, 2015). For instance,
customers have negatively reviewed regarding the room ambiance and cleanliness. Though
housekeeping staff need to improve their services by attending training program under which
professionals assist them in providing information regarding their job that is what they need to
do to satisfy the needs of customers (Tao and Jianqiao, 2011).
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Offer reward and recognition: Another method to carry off poor performance within
Cavendish hotel include offering financial reward and acknowledgment that will outcome in
rendering quality individual performance. Whenever administrator monitors improper services
by the employees then they may select to enable carrot and stick approach for facilitating
reconciled improvement (Jawahar, 2010). The approach is the combination of rewards and
punishment that manager can stimulate for top-quality and last performer on the weekly or
monthly time period. Thus, providing reward and recognition is termed as effective method to
manage the poor performance and ti maintain the uniformity of profitability in the business.
Integration of appraisal discussion with other management tools and techniques to support
performance development
The main aim of enabling appraisal discussion within the Cavendish hotel is to reassess
the outcome that are attained against the declared objective as well as it also emphasis on how
individual has imparted their activities in the team within Cavendish hotel (Becker and Huselid,
2000). Therefore, appraisal discussion must be incorporated or merged with the management
instrument and methods so that they can revise and improve the performance of staff or
employees in the effectual manner.
As per the case study, Cavendish hotel mainly receives negative reviews regarding their
slow customer services and ineffective service regarding room cleanliness (How To Deal With
Poor Employee Performance, 2010). Therefore, Cavendish manager focuses on regular review
and monitoring of the performance of their employees so that they can avoid the improper
services within the hotel premises. Manager must also focus on adopting 360 degree approach
for measuring the performance of their employees. Under this method they can take feedback
from managers, peers, subordinate so that they easily manage their performance. Thus, there are
certain recommendations for increasing the effectiveness of performance management include
opening channels of communication, training and support for line managers, intrinsic and
extrinsic motivators such as recognition, increased responsibilities, and strengthening the link
between performance and reward (How to manage poor performance in the workplace, 2015).
Therefore, feedback is very important tool in order to assess the performance of an
organization. Feedback should be given to the employees so that effectively their performance
can be appraised. To improve the management performance, feedback should be taken form
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them. If proper is feedback is being given to employees than employee will get motivated
towards working and hence, this is the best tool through which effectiveness can be brought in
their performance (Brown, Hyatt and Benson, 2010).
CONCLUSION
From the above report it can be concluded that performance appraisal is consider as an
essential tool that support the manager in reviewing and assessing the performance of individual.
However, it also analyze the execution of employee performance and find out that whether staff
have meet the prospect of organization or not. Thus, in the report Cavendish hotel has adopted
performance appraisal an effective performance management tool for measuring the performance
of their personnel. However, the report has also measures the significance and effectiveness of
setting objectives, strategic alignment and feedback in appraising the individual. Furthermore,
the report has also recommended certain methods and strategies that would integrate into high
performance work system for Cavendish hotel.
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REFERENCES
Books and Journals
Bol, J. C., 2011. The determinants and performance effects of managers' performance evaluation
biases. The Accounting Review. 86(5). pp. 1549-1575.
Brown, M., Hyatt, D. and Benson, J., 2010. Consequences of the performance appraisal
experience. Personnel Review. 39(3). pp. 375-396.
Jawahar, I. M., 2010. The mediating role of appraisal feedback reactions on the relationship
between rater feedback-related behaviors and ratee performance. Group & Organization
Management. 35(4). pp. 494-526.
Kamer, B. and Annen, H., 2015. The role of core self-evaluations in predicting performance
appraisal reactions. Swiss Journal of Psychology.
Kamer, B. and Annen, H., 2015. The role of core self-evaluations in predicting performance
appraisal reactions. Swiss Journal of Psychology.
Monis, H. and Sreedhara, T. N., 2010. Correlates of Employee Satisfaction with Performance
Appraisal System in Foreign MNC BPOs Operating in India.Annals of the University of
Petrosani, Economics. 10(4). pp. 215-224.
Morse, S., 2010. Utilising a virtual world to teach performance appraisal: An exploratory
study. Journal of European Industrial Training. 34(8/9). pp. 852-868.
Tao, C. and Jianqiao, L., 2011. The influencing model of team-based performance appraisal on
knowledge sharing [J]. Science Research Management. 1. pp. 16.
Townley, B., 2014. Selection and appraisal: reconstituting. New Perspectives on Human
Resource Management (Routledge Revivals), pp. 92.
Online
Becker, E. B. and Huselid, A. M., 2000. High performance work systems and firm performance :
a synthesis of research and managerial implications. [Pdf]. Available through:
<http://www.markhuselid.com/pdfs/articles/1998_Research_in_PHRM_Paper.pdf>.
[Accessed on 14th November 2015].
How To Deal With Poor Employee Performance. 2010. [Online]. Available through:
<http://elearningindustry.com/dealing-with-poor-employee-performance-is-elearning-a-
silver-bullet>. [Accessed on 14th November 2015].
How to manage poor performance in the workplace. 2015. [Online]. Available through:
<http://www.fortunegroup.com.au/managing-poor-performance>. [Accessed on 14th
November 2015].
Kirkman, L. B., Lowe, B. K. and Young, P. D., High performance work organizations. [Pdf].
Available through:
<http://www.ccl.org/leadership/pdf/research/HighPerformanceWorkOrgs.pdf>. [Accessed
on 14th November 2015].
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