Managing Performance Through People

Managing performance of staff members is crucial for every business organization because its overall success is highly based on their performance and efficiency level. This report discusses the key indicators of poor performance at Cavendish Hall Hotel and the causes behind it. It also suggests an integrative growth approach to link the elements of a performance management system together.

Managing performance through people

Abstract
Managing performance of staff members is crucial for every business organization because its overall success is highly based on their performance
and efficiency level. This is the reason that company always focus on improving employee’s productivity by providing them better training and development
programs so that they perform their best and attain their predetermined goals and objectives in stipulated time frame. If workforce of business is more
productive and efficient towards their target then company can easily attain higher success at market place and at the same time also generate larger
profitability level. Current report is based on Cavendish Hall hotel, is operate their business in hospitality industry and provide better services to its
customers in order to attain their higher satisfaction. Along with this, it also provides wide range of conference and banqueting facilities to consumers as
per their demand. Along with this, company also face some issues and poor performance that put negative impact over the customers mind. This will
reduce overall profitability level of company at market place.
What are the key
points/arguments you want to
make?
What literature (research/and
or theory) supports this point?
How does this relate
specifically to the Cavendish
Hall Hotel and/or your own
experiences?
What indicators are there
of poor performance at the
Cavendish Hall Hotel?
(Approx. 300 words)
Hint: Don’t just focus on the
Trip Advisor Reports – look
more widely at the evidence
from the case study. Look at
the literature on indicators of
poor performance (see week
10) and compare these with
what you can see in the
organisation. Consider
 Improper trained staff
members
 Unprofessionalism
While working in a hospitality
business, it is important that staff
members behave in a well-
mannered way because what they
display become the face of the
company. There are best hotels
such as Marriot, Radissons etc.,
those who are known for its
excellent services provided to its
guests. However, all these are
attained by getting proper training
from organisation. Most probably,
company hire skilled employees
and then to make them excellent
Each company start their business
to provide better services and
facilities to its customers.
Therefore, they try to fulfil needs
and wants of consumers. In term
of hotel industry, they are
considered to be a sector for
providing excellent hospitality
services to its guests. But there can
be some instances where company
can just think of getting maximum
profits. Thus, according to the case
study provided for Cavendish Hall
Hotel, there were some indicators

evidence of counter
productive work and work
withdrawal practices.  Unmannered
 Irresponsible towards
work
in their fields provided trainings.
Therefore, company can lack
behind in providing better
services if their workers are not
provided with effective trainings.
Moreover, it makes a person
unprofessional and irresponsible
towards their respective work they
are given.
which indicated about employee’s
poor performance. There were
many instances to evidence this
such as “lack of professionalism”
when a guest told receptionist
about his keys forgot in the room,
they gave him another key but
doesn’t work as well. “Services
were not friendly” because even
after complaining management
didn’t pay much attention and
flickering lights in the bathroom
was bot replaced. Another
indication of poor performance is
that “Staff members were not
friendly” as while relaxing in the
room, staff members were
repeatedly interrupting. Moreover,
staff members were very
irresponsible towards their work as
this can be seen during checkout as
it was very slow.
What could be causing the
performance problems you
have identified?
(Approx. 400 words)
Hint: Don’t jump to
conclusions, consider the
possible alternatives e.g.
use AMO or the Pilbeam and
Corbridge Model to help you
Ineffective leadership
Improper management of staff
members
Every business organisation
face issues as it also affect
their overall activities of
company and employee as
well. In context of hospitality
industry, managing employee
performance is crucial because
their entire services and
customers satisfaction is
based on staff members and
Providing quality services and
better experience to customers
is important for every business
organization because it help
them in attaining competitive
success at market place. Along
with this, Cavendish Hall Hotel
was also face various issues
related with its employees that
put negative impact on

(see week 1 & 10) Unethical working culture their behaviour as well. As
ineffective leadership,
improper management of
employees, negative working
environment are the major
cause that affect the overall
performance of business
organization. By providing
proper training and
development activities is
important because it help in
developing employee’s
performance at working area
and at the same time also
make them able to treat well to
customers so that they get
satisfied towards the company
and its services.
customers and their satisfaction
level as well. In this regard,
there are some major reason or
arising poor performance of
employees like lack of
leadership, unethical working
culture, improper management
of staff members. These are
the major reason that
employees are not professional
towards their job roles and also
irresponsible towards the roles
and responsibilities. All these
are negatively affecting the
overall performance of
Cavendish Hall Hotel and also
reduce the customers base.
What are the key
points/arguments you want to
make?
What literature (research/and
or theory) supports this point?
How does this relate
specifically to the Cavendish
Hall Hotel and/or your own
experiences?
What would you put into a
HPWS ‘bundle’ for the
Hotel?
(Approx. 600 words)
Hint: Is the literature clear
on what should be included?
What are you trying to
achieve e.g. consider AMO
and discretionary behaviour.
 Appropriate selection
 Proper training
Appropriate selection: It is
one of the important bundles of
HPWS as it helps in hiring
skilled and talent workers
within the company so that
they can easily perform their
best and attain their set goals
HPWS is one of the important
systems for company and its
employees as well because it
highly focused on improving
employee’s performance and
make them more productive.
Mainly, it is directly connecting

Consider what bundles of
policy and practices are
used within the hotel sector
and which of these might
address the performance
problems you have identified
above. **Don’t forget a
performance management
system includes
performance measurement
practices
DON’T JUST DESCRIBE
LOTS OF PRACTICES!
 Performance appraisal
and objective. In this, manager
of business organization is
responsible for selecting
workforce on the basis of
requirements and fulfil their
vacant place.
Proper training: For increasing
employees’ performance
proper training programs is
crucial as it help in improving
employees’ skills and
knowledge towards the
specified job role. This can be
beneficial practice of HPWS
that support in making staff
members more productive
efficient. With the help of this,
they can easily attain their
targets in stipulated time
frame.
with the HR practices that could
be implement by Cavendish
Hall hotel within their functional
activities and working area. The
main focus of this hotel is to
improve performance of staff
members so that they always
maintain their positive attitude
at workplace. It may support in
improving overall performance
of company and at the same
time also offer better services
to its customers. In this context
there are some effective
practices of HPWS which
develop positive attitude of
Cavendish Hall Hotel staff
members:
Appropriate selection: It is an
effective practice for Cavendish
hall hotel in which they select

Performance appraisals: It is
crucial for business
organization to provide
effective and fair appraisals to
its employees so that they get
motivate towards their task and
activities. Motivated employees
are always help in contributing
a lot within the company and at
the same time also tries to
accomplishing their targets in
more effective manner.
those candidates who have
proper knowledge about all the
aspect of job roles and also
skilled so that they can easily
understand their roles and
responsibilities at working area.
This will directly contribute in
improving performance and at
the same time also develop
their efficiency that assist in
overcoming from the issues
that hotel faced at the time of
operating their business
activities in market place.
Proper training: This type of
practice is also crucial for
developing employees’ skills so
that they can put their best
efforts for attaining their set
targets in allotted time frame. In
context of this Cavendish Hall
Hotel face issue i.e. related with

the employee’s performance as
they also not irresponsible
towards their work and job
activities. This can be put
negative impact over the
company performance and
customers services as well. As
they fail in providing better
quality products and services to
its customers. This is the
reason that Cavendish Hall
Hotel provide proper training
development programs to staff
members so that they behave
as a professional also serious
for their allocated roles and
responsibilities. With the help of
this, hotel can easily improve
workers performance by
making them productive and
motivated towards their job

activities.
Performance appraisals:
Motivation is crucial for each
and every staff member
because it support them in
putting their best efforts for
accomplishing their targets in
stipulated time frame. For
attaining the same, Cavendish
Hall Hotel provide appropriate
appraisal to their staff members
as pe their performance at
working area. This may help in
making them productive and
also feel their importance
towards the company and its
activities as well. Along with
this, it also supports in
providing better career
opportunities to employees so
that they easily handle their
customers and understand their

actual needs and wants. This
will directly contribute in
increasing overall performance
of company by reducing
employee’s turnover.
What are the key
points/arguments you want to
make?
What literature (research/and
or theory) supports this point?
How does this relate
specifically to the Cavendish
Hall Hotel and/or your own
experiences?
How would you link the
elements of your system
together?
(Approx. 600 words)
Hint: Consider how this
system approach might differ
from the practices they
currently have in place.
Consider integration issues
(golden thread?) and the
role of leadership and line
managers. Consider the
importance of how
employees PERCEIVE the
practices. Consider the
importance of fairness, trust
and delivering on what is
expected.
Integrative growth approach
It is one of the important and
effective approach of HRM as
it focusses on implementing as
well as developing higher work
performance of employees in
which they easily execute their
job roles and also improve
their productivity level. By
using this approach, company
always tries to attain higher
growth in which they provide
better training and
development activities to its
employees so that they get
proper knowledge about the
working activities present at
working area. This type of
approach is beneficial in
developing positive and
healthy working environment
wherein each and every
Developing employee’s
performance and managing
their activities is significant for
company to manage or
maintain their positive
performance within the
business organization. In this
context, Cavendish Hall Hotel
develop an effective and
innovative approach i.e.
integrative growth approach
that focus on developing staff
performance by providing them
proper leadership and guidance
at the time of performing job
activities. Mainly, company
focus on resolving all the issues
that they faced like lack of
professionalism, irresponsible
towards the job activities and
many more. All these are the

employee put their best efforts
to achieving their set goals and
objectives in an effective
manner. For attaining the
same, company needs to
includes various HR practices
such as proper training
activities, better performance
appraisals effective selection
process. All these are directly
contributing in managing
employees performance within
the business organization.
major issues that company
faced at the time of serving
their services to customers. By
implementing this type of new
approach that consist various
practices such as proper
training and development
activities, fair performance
appraisals, effective selection
process and many more. With
the help of this, company easily
make employees more
productive and efficient towards
their job activities. It may also
assist in making them able to
effectively understand
customers needs and wants
and provide them better
services. By this, Cavendish
Hall Hotel improve their positive
performance and also create
strong customers base.
What are the key
points/arguments you want to
make?
What literature (research/and
or theory) supports this point?
How does this relate
specifically to the Cavendish
Hall Hotel and/or your own
experiences?
What problems do you
anticipate making the
system work effectively
and how could you
overcome these?
(Approx. 400 words)
Negative behaviour of
employees at working area
While implementing an
effective or new HR practices,
it is crucial for manager to
ensure that every activity
should be successfully
complemented and does not
The main focus of Cavendish
Hall Hotel is to resolve all the
issues that they faced at the
time of managing performance
of employees. As
unprofessionalism,

Hint: Discuss the limitations
of the research on HPWS
(do they work?) Consider the
‘Dark Side’ of HPWS and
how this could be overcome.
Consider implementation
issues via the Line Manager.
create any kind of issues. In
this, unethical behaviour of
employees is one of the major
issues in-front of manager of
company as it may negatively
impact over the performance of
company at the same time also
increase employee turnover.
Thus, it is important for HR
manage to evaluate the
effective ways to overcome
from the issues as they provide
better development activities to
staff members so that they
give their positive efforts at
working area. This will directly
contributes in enhancing their
performance and also
developing positive working
environment.
unmannered, negative
behaviour and many more the
major challenges that they was
faced as it also increase the
possibilities of reducing
customers base because
employees fails in handling
their customers. Behaviour of
workers is significant factor for
Cavendish Hall Hotel because
customers are totally depend
on them at the time of
consuming company services.
If they treat their clients with
unmannered, negative
behaviour, unprofessionalism.
These types of employee
behaviour with customers may
put negative impact over the
image of the company. This is
the reason that Cavendish Hall
Hotel develop a new and
innovative integrative growth
approach that help in improving
workers performance and make
them more productive. With the
assistance of this, they easily
handle their consumers and
provide them better services.
This will assist in developing
positive and competitive image
o company at market place.

REFERENCES
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