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

This guide provides procedures for performance appraisal in the hospitality, tourism or events industry. It includes tips on setting key performance indicators, measurable criteria, and annual performance review documents. The guide also covers how to implement the performance appraisal process, monitor staff effectiveness, and conduct counselling and training sessions. The guide is relevant to anyone working in the 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

necessary to impress the customer and if a customer provide a positive and good feedback
then it is actually good for the employee (Barrows, 2016).
7. Number of customers- In sales job, it is important to get more and more customers. There
are some targets and the appraisal of the performance depends upon the targets only. So,
there should be skills that help in attracting the customers.
8. Accuracy level- The employees should be accurate in the work they do. There should be
perfection in the work. Accuracy is important as mistakes spoil everything. Accurate work
helps a lot in getting a good appraisal.
4. Develop the annual performance review document addressing the
criteria developed in Question three which will be used for the staff
performance appraisal.
Criteria Unsatisfactory Improvement
needed
Met
Expectations
Exceeded
Expectations
Exceptional
Punctual
Obedient
Perfection in
work
Team
interaction
Communication
skills
Customer
feedback and
reviews
Number of
customers
Level of
accuracy

Part B Write a report that clearly outlines how you will implement the
performance appraisal for your 2 staff.
After preparation of all the important formats and key performance indicators, it is necessary to check
the implementation of the performance appraisal. There are certain things that are required to be kept
in mind while implementation of the method. There should be a proper basis of appraisal like on
monthly basis, quarterly, yearly of half – yearly basis. It is important to let all the employees know how
this performance appraisal will occur, when it occurs and what will be the exact procedure for the same.
It is important to be recognized in advance that who are the people that will participate in the
performance appraisal process. Generally, manager is responsible for the performance appraisal of the
employees (Olsen, West and Tse, 2014). The review will be done by considering the overall performance
of the employee and on the basis of key performance indicators that were mentioned above. There are
some performance indicators that can help in finding out whether the criteria have been filled by the
employee or not. With the help of key indicators, it becomes easy to find out the level of performance of
the employees (IDRC, 2013).
After every performance appraisal, there should be a procedure to get the reviews from the employees.
Reviews help the management to know about the requirements of the employees and provide the
desired facilities to them. It helps in knowing the requirement related to training and development.
There are different trainings that help in enhancing the knowledge of the employees as well as provide
them broad thinking skills (Abraham, 2014). There should be timely trainings to provide assistance to the
employees and a portal should be provided by which employee can apply for the requirement training
as per the time schedules. In all this process, management may come to know about some grievances of
the employees. It is necessary to resolve all the grievances of the employees for effective outcomes.
There should be a grievance handling committee to who, employees can freely reach out and discuss
their grievance with them (Keet, 2010).
Informal and formal counselling options are necessary. It also includes problem solving techniques.
Employees need assistance related to daily work issues. They also required maintaining a healthy
lifestyle in order to maintain work- life balance. Counselling can provide a positive assistance and
motivation to the employees to work in an effective way (Raja, 2013). It is necessary for all the
organization. There are different levels of performance that can be measure as per the key performance
indicators. The employees who perform in an outstanding way, deserves rewards and recognition. There
should be a proper rewards and recognition policy in the organization that can motivate the employees
in the best way. There should be certain criteria that can identify the rewards and recognitions.
Sometimes, employees are not satisfied with the performance review, so there should be a proper
procedure in which employees can reach out to the management and discuss all the disagreements. All
the performance review and performance implementation should be based on paper and there should
be proper documentation and record keeping for each and every thing. It helps in the next year
performance review and to know the things in a better way.

Part C- Monitoring Staff effectiveness
Position- Travel
Consultant
Staff
Effectiveness
Tasks and
responsibilities
Adherence to
procedure
Cost
minimization
Productivity Accuracy Team
interactio
n
Personal
Presentation
1. To conduct
research on
various tours
destination
and develop
the same in a
proper
manner
(McIlwraith,
2016).
The research
has been done
according to
the pre-
defined
procedure
Research has
been done by
using cost –
effective
method that
helped in cost
minimization.
It shows the
productivity
as the
research
helped the
clients to
resolve the
issues.
Research
has been
done in an
accurate
way and
accurate
informatio
n has been
transmitte
d to the
clients.
Team
interactio
n has
been
done in
conductin
g
research.
No Personal
presentation
involved.
2. To provide
advice to
customers
regarding
destinations,
travelling
options and
stays.
There is a
proper
procedure
that has been
followed to
make the
client
understand
about each
and
everything.
No cost
minimization
(Wang, 2008).
It helps in
increase
Productivity.
This work
has been
done
accurately.
It resulted
in team
interactio
n.
Personal
presentation
creates a
positive
impact.
3. Preparation of
quotations
There is a pre-
defined
format for
creating
quotations
(Rogge, 2012).
Quotation
should be
prepared in a
way to earn
maximum
profits.
It helps in
increase
Productivity.
This work
has been
done
accurately.
No team
interactio
n.
No Personal
presentation
involved.
4. Process
documentatio
n of clients.
Documentatio
n is not done
in a proper
way.
Documentatio
n is done in a
simple way.
No
productivity.
This work
has been
done
accurately.
No team
interactio
n.
Personal
presentation
creates a
positive
impact.
5. Receive
payment and
issue tickets.
After the
confirmation
of the
quotation,
payment has
been received
Advance
payment is
there that
help in getting
the
conformation.
No
productivity.
This work
has been
done
accurately.
No team
interactio
n.
No Personal
presentation
involved.

and tickets
have been
issued.
Position- Housekeeper Staff
Effectivenes
s
Tasks and
responsibilities
Adherence
to
procedure
Cost
minimization
Productivity Accuracy Team
interaction
Personal
Presentation
1. Prepare rooms
for guests and
make them
ready to use.
The
procedure
has been
followed.
No cost
minimization.
It has
increased
productivity.
It has
been
done
accurate
ly.
No Team
interaction
.
Personal
presentation is
involved.
2. Clean premises
and stock of
the hotel.
No
procedure.
No cost
minimization.
It has
increased
productivity.
No
Accuracy
.
Team
interaction
has been
done.
Personal
presentation is
involved.
3. Plan and
organize daily
work related to
cleaning and
managing
things.
The
procedure
has been
followed.
No cost
minimization.
It has
increased
productivity.
It has
been
done
accurate
ly.
Team
interaction
has been
done.
Personal
presentation is
involved.
4. Deal with
conflict
situation
happen
between the
guests and staff
(Sanicola,
2011).
No
procedure.
No cost
minimization.
No
productivity
No
Accuracy
can be
analyzed
.
Team
interaction
has been
done to
resolve
conflicts.
Personal
presentation is
involved.
5. Receive and
store food
stock and other
stock.
The
procedure
has been
followed.
Cost
minimization
has been
done.
It increased
overall
productivity.
It has
been
done
accurate
ly.
Team
interaction
has been
done.
Personal
presentation is
involved.
Part D- Conducting Performance Appraisal

Performance appraisal has been done in an effective way as per the pre-defined procedure. The format
and key performance indicators have been used to conduct the same. There are different methods of
doing performance appraisal that can help in the performance evaluation of the employees.
Performance appraisal should be conduct in an accurate manner so that employee does not have any
issue with the same. There should be a win-win situation and employee and management both should
come on a sentiment that the performance appraisal has been done in a correct way. Performance
appraisal has been done as per the decided criteria and the tasks that have been discussed in section A
(THORPE, 2015).
Part E- Conducting Counselling and training sessions
Training session has been important to make the employees learn about various things. It has been
observed that an employee is performing in a very well manner in some areas as he worked for long

hours to meet the deadline and one feedback has been received regarding the employee that he is not
following the “Telephone Greetings Policy”. It has analyzed that the employee is doing good at his work
and meeting all the deadlines by putting hard efforts but he is not adhere to the other guidelines that
has to be maintained in the organization. The training should be done regarding to basic business
etiquettes. There are certain key indicators that need to be explained to the employees to take care in
future about such policies (Singh, 2013). It is important to perform well as well as to behave well at the
workplace. There should be a proper formal behavior (Singh, 2013). Employee should learn about the
business etiquettes and need to follow the same to get a good performance appraisal. Proper rewards
and recognition has been provided not only according to the performance but according to the behavior
of the employee in the organization. It is necessary to behave ethically in the organization and follow all
the rules and regulation applicable for the employees of the organization. He should keep performing in
the same way lie he is doing at present but there is a need for improvement in other key areas. He
should reach office on time and interact with all the team members in a formal manner (Curseu, 2015).
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