Managing Performance Through People

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