Part A: Knowledge Test 4 Part B: Three MANAGEMENT MANAGEMENT Diploma in Hospitality Name of the University Name of the student name of the university

Running head: MANAGEMENT
Diploma in Hospitality
Name of the student
Name of the university
Author Note:

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Table of Contents
Assessment.................................................................................................................................4
Part A: Knowledge Test.............................................................................................................4
Assessment 1..............................................................................................................................4
Assessment 2............................................................................................................................10
Part A.......................................................................................................................................10
Three Different Job Roles....................................................................................................10
Different Positions and Job Roles........................................................................................11
Key Performance Indicators.................................................................................................12
Measureable Criterion..........................................................................................................13
Annual Performance review Document...............................................................................14
Part B........................................................................................................................................14
Notification of Staff and Timelines......................................................................................14
Participation in the Review Process.....................................................................................15
Administration of the review...............................................................................................15
Identification of the Performance problems.........................................................................15
Provisions for training..........................................................................................................16
Grievance procedures...........................................................................................................16
Informal and Formal counselling options............................................................................16
Provisions and Options for recognition and rewarding........................................................17

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Procedures for different Disagreements...............................................................................17
Documentation and record keeping requirements................................................................17
Part C1......................................................................................................................................18
References and Bibliography...................................................................................................21

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Assessment
Part A: Knowledge Test
Assessment 1
Question 1: How does a well-defined job description help the business?
Job Description in the modern day business management can be described as one of the
most versatile management tool. The job description can be used as one of the most
valuable aid that is used in the process of job recruitment (Verma et al. 2019). A well
formulated job description process can help the management of the business for setting
up selected goals for performance of the individuals, providence of training for the
development of skills among the employees and also to compensate for the job as well
as recognize and reward the employees properly.
Question 2: When applying targets they should follow the SMART principle. What
does SMART stand for?
The SMART Acronym stands for Specific, Measurable, Achievable, Realistic and
Timely.
Question 3: List 10 criteria which are often used in performance appraisals in the
TH&E industry that can help you monitor the ongoing performance of
staff.
1. Testing employees in respect of the social situations(Assessment Centre Method)
2. Behavioural Anchored skills of rating
3. Critical incident technique
4. Detailed essay evaluation of the employees
5. Objective testing
6. Paired comparison method
7. Ratings Scale
8. Positive Work Ethics Focus Appraisals
9. Communication skills test
10. 360 degree feedback

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Question 4: When should you provide your employees with feedback?
Providing effective feedbacks to the employees is one of the most important tasks of the
management of an organization. However, the time in between the selection and
providence of the correct time for the feedback is dependent on the organization. However,
the perfect time to provide feedback on regular intervals is 6 months.
Question 5: List 4 functions of coaches and mentors.
The four functions of a coach are as follows;
1. Building of a great relationship with the clients is a primary function of the coach
2. Helping the client attain the necessary skills to achieve the selected goal
3. Ensuring the providence of motivation as well as setting up a meaningful goal for
the clients
4. Maintaining the motivation of the clients
The four functions of a mentor are as follows;
1. The mentor has to select and qualify the juniors for promotions
2. Providing the necessary ideas for making the clients understand their
responsibilities
3. Outlining the strategies of the coaches
4. Shields from any kind of professional flaws
Question 6: Giving feedback helps guide and support your staff. ‘Giving credit where
credit is due is one example’. List 3 others.
1. At the time when the employee reaches or overshoots a particular goal
2. The employee takes initiative by his own is a time when it deserves a positive
feedback and can support the staff in his professional endeavours
3. When the employees are helping the co-workers
Question 7: List 3 ways to identify if a staff member might need further coaching or
training.
1. Properly monitoring the performance of the staff members
2. Setting up the personal development plans for the development of the employees
3. Setting up a particular focus group

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Question 8: List 5 strategies you might take to prevent performance problems.
1. Presentation of a proper picture to identify the good performance
2. Recognition and rewarding the employees based on their performance
3. Providence of proper and timely feedback to the employees based on their performance
4. Delaying must be avoided at any cost
5. Communication of the expectations of the management
Question 9: What is the first step in resolving a performance problem?
The very first step in resolving the problems that lie in the performance of the employees
are mainly based on the identification of the actual problem that tends to disturb the total
process. The absence of a proper identification process of the problems can lead to serious
performance issues.
Question 10: List 3 possible solutions to performance problems.
1. After the identification of the problems that exist in the performance, the
management of the organization needs to set up a standard set of exceptions which
needs to be followed strictly
2. Explanation of the reasoning behind the different kinds of the performance
standards of the employees
3. Explaining the process of performing the jobs and all the systems in the most
efficient and effective manner
Question 11: If you find that performance issues are ongoing what are some steps
you might take? What policies and procedures must be followed?
The most important steps that needs to be taken by the management of the business
organizations are as follows;
a. Fact finding
b. Serving the notice to the underperforming employees
c. Raising concerns over the performance of the employees in the meeting
d. Responding to the issues in a strong manner
Some of the major policies and procedures that needs to be followed by the management
of the business to tackle the performance issues are provided below;
a. KPI Performance measurement
b. Measurement of flaws