Developing Procedures for Performance Appraisal in Hospitality, Tourism or Events Industry

Monitor staff performance

Contents
PART A – Developing procedures for performance appraisal......................................................................3
1. Choose 2 different positions relevant to your industry or area of study in Hospitality, Tourism or
Events and determine at least 5 tasks or responsibilities of each role....................................................3
2. For each job role and each task, establish the key performance indicators....................................3
3. Develop measurable criteria which you will use to base your questions for the individual
appraisals on............................................................................................................................................4
4. Develop the annual performance review document addressing the criteria developed in Question
three which will be used for the staff performance appraisal.................................................................5
Part B Write a report that clearly outlines how you will implement the performance appraisal for your 2
staff.............................................................................................................................................................6
Part C- Monitoring Staff effectiveness.........................................................................................................7
Part D- Conducting Performance Appraisal...............................................................................................10
Part E- Conducting Counselling and training sessions...............................................................................11
References-................................................................................................................................................13

PART A – Developing procedures for performance appraisal.
1. Choose 2 different positions relevant to your industry or area of study in
Hospitality, Tourism or Events and determine at least 5 tasks or
responsibilities of each role.
Tours and travels industry is a very big industry that is earning a huge profit and contributing to the
respective country’s GDP. These are so many people engaged in an organization related to tourism in
order to provide best services to its clients. There are different people with different roles and
responsibilities (THORPE, 2015).
Performance agreement Template:
Position- Travel Consultant Position- Housekeeper
Tasks and responsibilities Tasks and responsibilities
1. To conduct research on
various tours destination
and develop the same in
a proper manner.
Prepare rooms for guests and
make them ready to use.
2. To provide advice to
customers regarding
destinations, travelling
options and stays.
Clean premises and stock of the
hotel.
3. Preparation of
quotations
Plan and organize daily work
related to cleaning and
managing things.
4. Process documentation
of clients (Tasso, 2003)
Deal with conflict situation
happen between the guests and
staff.
5. Receive payment and
issue tickets.
Receive and store food stock and
other stock.
2. For each job role and each task, establish the key performance
indicators.
There are different key performance indicators that help in finding out how the job has to be done.
There are separate key performance indicators for the tasks and responsibilities mentioned above
(Hayes and Ninemeier, 2016).

Travel Consultant- A travel consultant should have knowledge about all the tourist destinations and
there must be a proper plan or brochure that can provide help to the customers and impress them to
get revenues He should also know about the main things to visit on a particular destination. They should
be good in communication skills so that they can easily provide consultancy services to the clients and
there must be an acquisition cost or marketing cost that can get more customers. They should prepare
all the quotations in an effective way to retain the customer and convince him to get a plan. A travel
consultant should be good in negotiation and he can increase the referral rate by getting more clients
with the help of clients. He should work on the satisfaction of the clients and resolve all the queries and
issues that client have.
Housekeeper- There is different key performance indicators for housekeeping person also as there are
so many tasks he deals with. He should be quick and perfect to do all the works related to preparing a
room for the staff. He should check if everything is at correct place or not. He should be punctual and
perform all the tasks on timely basis. He has to make sure about the cleanliness of the hotel. He should
possess good communication skills to resolve conflicts in the hotel or at any place. He has to be active in
storing all stock and different items at the right place and be ensuring that there should be minimum
wastage. There should be customer satisfaction and good customer reviews and the person should dress
up in a presentable manner.
3. Develop measurable criteria which you will use to base your questions
for the individual appraisals on.
The criteria to monitor the effectiveness of staff according to their day- to-day duties-
1. Punctuality- It is important to be punctual and be on time because getting late for anything
creates a bad impression on the client. Punctuality actually sows the seriousness of the work
for a particular person.
2. Obedient- It is important for every person to respect the orders of the superiorities and do
work accordingly. This creates a good image of that person in front of the upper hierarchy.
3. Perfection in the work- A work has been considered as perfect if there is no mistakes in the
same. It is important to work in a perfect way because sometimes small mistakes also
become so hazardous.
4. Team Interaction- If a person works in an organization, within a group of people then he
should interact with other team members also to create a healthy communication. It also
helps in working together to achieve a common objective.
5. Communication skills- There must be good communication skills so that they can interact
well with the clients and understand their needs and wants. It is necessary to communicate
well so as to attract more clients and earning more revenues.
6. Customer feedback and review- Customer feedback plays an important role in the appraisal
of an employee. Customers are the major people for whom the employees work. It is