AIC: Staff Performance Monitoring and Appraisal in Hospitality

This report provides an analysis of staff performance monitoring within the hospitality industry, focusing on three key job roles: receptionist, chef, and waiter. For each role, the report details responsibilities, key outcomes, and key performance indicators (KPIs). It also includes development agreements outlining actions for improving employee skills in areas such as communication, problem-solving, motivation, adaptability, and customer service. Furthermore, the report incorporates a performance appraisal form with assessment standards for various aspects of job performance, such as punctuality, productivity, quality of work, and teamwork. The document also discusses the importance of providing feedback, addressing performance issues, and implementing grievance procedures, while also emphasizing the need for accurate record-keeping and documentation in the performance evaluation process. The report concludes that consistent monitoring and appraisal are essential for enhancing employee productivity and overall business performance in the hospitality sector.

Monitor Staff
Performance

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 2............................................................................................................................................3
Part-A...........................................................................................................................................3
Three different job roles relevant to the chosen industry............................................................3
Development agreement..............................................................................................................6
Performance Appraisal Form.......................................................................................................8
Part-B.........................................................................................................................................13
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15
Books and Journals:...................................................................................................................15

INTRODUCTION
Monitoring staff performance can be understood as a process of appraising a surrounding
of ongoing learning and evolution. It will be done by keeping the staff performance, improving
their individual skills to make them more productive for the company. The key purpose of
overall monitoring of performance of staff is to increase employee's productivity and hence lead
to a rise in the entire business performance. HR plays an important in hiring the employees,
together with tracking their performance on the job so that they can identify the ways and
solutions to fill the gap in staff performance. In the current report, the chosen industry is
hospitality industry. In order to complete this assignment, the following report will consider
three different roles in a hospitality organisation. Later, it will also highlight how HR will
administer the performance appraisal, provisions for several feedback needs, procedures to
identify and deal with the performance related issues covering training, formal and informal
grievances.
TASK 2
Part-A
Three different job roles relevant to the chosen industry.
1st Job Role
Employee:
Role: Receptionist
Date:
Review dates
Task/responsibilities Key outcomes Key Performance
Indicators
(Specify the role and obligations that
are relevant to the job below)
(Explain what it
means to perform a
good job below)
(Key results and
quantifiable parameters
connected to the
assignment)
Greeting and meeting visitors, guests
or clients
Receptionist require
to identify the needs
of visitors, resolving
their queries and if
they are satisfied and
The measurable criteria
will be the interaction with
customers.

Task/responsibilities Key outcomes Key Performance
Indicators
addressed effectively
them it will gain the
desired results of the
company.
Maintaining the area of reception
clean and hygienic
It will help in making
the environment
friendly for all
visitors, along with
workers working in
the area. Also, it will
help in delivering a
good impression on
the guests.
It will be measured
through a checklist.
Informing the company who is
visiting at what time
The outcome is that it
will maintain the
safety of organisation
as it helps in ensuring
who is coming the
premise.
A visitor's book will help
in knowing who visited
the premise.
Employer Signature:
Employee Signature:
2nd Job Role
Employee:
Role: Chef
Date:
Review dates
Task/responsibilities Key outcomes Key Performance
Indicators
(Describe the job-related position and
responsibilities here)
(Describe what it
entails to do an
excellent work in the
following
paragraphs)
(Measurable criteria
related to the
task/responsibility and key
outcomes)

Task/responsibilities Key outcomes Key Performance
Indicators
Introducing new recipes It will help in
attracting more
customers for the
restaurant.
Customers' feedback and
review will be the
measurable criteria.
Training to other members in kitchen Subordinates can also
make recipes in
absence of chef if
they are well-trained.
The performance of
employees will be the
measurable criteria.
Planning for menus It will help in
understanding what
items can be provided
to customers and at
what prices.
Dozen of choices will be
provided to the customers
at different range.
Employer Signature:
Employee Signature:
3rd Job Role
Employee:
Role: Waiter
Date:
Review dates
Task/responsibilities Key outcomes Key Performance
Indicators
(Explain your employment role and
duties here.)
(Describe what doing
the job well looks
like here)
(Measurable criteria
related to the
task/responsibility and key
outcomes)
Greet customers and present menu in
front of them
If the customers are
satisfied with the
services then will
come in future as
well and become
loyal to the company
if treated well.
Both positive and negative
feedback of customers
will be measurable criteria

Task/responsibilities Key outcomes Key Performance
Indicators
Providing excellent services to guests It will help in
promoting the
organisation to other
customers as well, if
they tell positive
reviews on the
services and food.
It will be measured
through business
profitability.
Taking food orders and serving to the
customers
The customers will
provided with fast
orders in the premise.
The customers' headcount
will be measurable
criteria.
Employer Signature:
Employee Signature:
Development agreement
The assistant's growth requirements have been identified and promised to be addressed within
the next 8-twelve months.
Areas for development Actions
(Put activities, abilities, or attitudes
that are acknowledged to warrant
improvement based conversations
here.)
(Incorporate exercises that will aid in growth. They
might be TAFE classes, on-the-job education, or
mentoring from somebody who has the necessary
skill set)
Communication skills
These skills can be improved by giving coaching in
which they can talk and learn how to communicate
with visitors and other guests coming in the hotel
premise.
Problem solving skills
Such skills can be improved by giving small tasks
and activities in which they might face the same
difficulties and give them chance to resolve
themselves.
Employer Signature:
Employee Signature:

The restaurant's growth requirements have been examined and decided to be addressed within
the next 1 to 1.5 years.
Areas for development Actions
(Put actions, talents, or behaviours
that have been identified as needing
development in this section)
(Include workouts that can help you grow. They
could be TAFE courses, on-the-job training, or
mentorship from someone with the relevant skill set)
Motivation skills
It is important to have good motivational skills when
leading and directing subordinates in an
organization. Chef will be trained to learn about
different tools and techniques that might be used in
their leadership.
Adaptability skills
As customers always want something new to taste
and consume so it is fundamental to learn about
modification and trends in the market and that might
be served to consumers. Hence, chef will be learned
about latest trends of foods in the market.
Employer Signature:
Employee Signature:
The following development needs have been discussed for the waiter and agreed to be
undertaken over the next <3-4> months.
Areas for development Actions
(Insert tasks, skills or behaviours
that following discussions are agreed
to require development here)
(Insert activities that will assist in development.
They could be class training at TAFE, on-the-job
training, coaching from someone with the required
skill here)
Customer service skills
The waiter will be introduced to the workplace
culture and make them learnt how customers are
treated and served in the premise.
Coordination skills
As waiter’s job is connected with other jobs as well
such as they need to communicate the ordered dishes
with the cook, need to submit order to the manager
and much more. Hence, this area will also be
enhanced in the plan.

Employer Signature:
Employee Signature:
Performance Appraisal Form
Name of Employee
Job Title
Period of Review From To
Punctuality/Attendance
Standard for Assessment 5 4 3 2 1
Consistent and prompt participation during the Institution's operating
times and days
*
Productivity
Standard for Assessment 5 4 3 2 1
Generates large amounts of products quickly in dramatic increase and
normal-setting circumstances.
*
Quality of Work
Standard for Assessment 5 4 3 2 1
Creates the highest grade, mistake work that conforms with the
Organisation's approach
*
Knowledge of Job

Standard for Assessment 5 4 3 2 1
Demonstrates knowledge of the position comes specialized and
technical demands, as well as their significance to and support to the
Agency's purpose and goals.
*
Personal Development
Standard for Assessment 5 4 3 2 1
Carries out efforts and/or gets involved in programs to enhance one's
ability to carry out duties and obligations of a profession. keeps up
excellent behaviour at work
*
Initiative
Standard for Assessment 5 4 3 2 1
Recognizes ongoing problems, shortcomings, and restrictions and
proposes alternatives; exhibits acumen in determining whether it is
necessary to move quickly and alone or after consulting a higher (s)
*
Judgment
Standard for Assessment 5 4 3 2 1
Shows the ability to carefully analyse problems, weigh available
alternatives for action and their potential effects, and decide on or
propose the most appropriate approach.
*
Reliability/Dependability
Standard for Assessment 5 4 3 2 1

Regularly fulfils obligations in a way that produces intended results or
products inside set time frames and timeframes. can indeed be trusted
to take action or guarantee that steps are taken in the Association's
greatest advantage
*
Communication
Standard for Assessment 5 4 3 2 1
Demonstrates strong oral, written, and auditory abilities regularly.
interacts with co-workers, superiors, and the community in a classy
manner.
*
Teamwork
Being prepared to offer, share duties, and help with job
accomplishment, particularly under time constraints
5 4 3 2 1
*
Part-B
For performance appraisal of chef, it is found as important that employees should be
provided with information that there has been an evaluation within thirteen days in the
organisation. The employees’ performance has been evaluated on the basis of how many clients,
visitors or customers are visiting in the workplace. It can also be evaluated on the basis of rating
scale. Under the performance evaluation process, senior chef and other authorities are also
engaged into the procedure. The employees’ performance has been evaluated through assessing
for former, mistakes errors and absenteeism of employees. Training and development that might
be provided to the employees after evaluate their entire performance. For managing successfully,
it is essential to schedule a proper time for evaluation so that overall aim can be attained.
The process of grievance for chef is that to raise the issue to human resource domain even
when it is not succeeded from senior authorities and department and then ascertain the appeal at
top level authorities even in the case that nothing will work. In order to improve the

performance, it is vital to take suggestions from high level authorities at organisation and in the
informal way counselling can be taken from friends and relatives as well. For rewarding the
outstanding performance, employees can be rewarded with an opportunity and cash prize in new
restaurant for the purpose of experience. In case of disagreement of performance, first of all they
have to understand their perception and then explain the role or position and then do not get
charged up. They might also be shared with story and be certain as well. The need for record
keeping and documentation is that it is essential to be accurate, reliable and consistent for the
evaluation. It is important to keep updated as well.
For performance appraisal of waiter, it can be done through introducing the process that it is
begin within thirteen days and then distribute self-analysis on day 30. It needs that all the senior
authorities and managers to have their written evaluation and then review all the managers’
individual evaluation of employees. In the end, evaluate the completed appraisal of employees.
Rating scale is used evaluate the performance appraisal. Under such process, hotel manager or
restaurant manager is taken into consideration in order to identify pass mistakes, errors and much
more. After analysing the over performance of waiter, training and development sessions shall be
provided to them accordingly. For managing the performance appraisal, it is fundamental to
schedule the right time for it and grievance procedure must be communicated with the senior
authorities for resolving the issues and difficulties. It is quite important to take suggestions and
advise from seniors at workplace as well.
CONCLUSION
As per the above report, it has been concluded that it is important to monitor the overall
employee performance. As this increase employee's productivity and hence lead to a rise in the
entire business performance. HR plays an important in hiring the employees, together with
tracking their performance on the job so that they can identify the ways and solutions to fill the
gap in staff performance. The employees’ performance has been evaluated through assessing for
former, mistakes errors and absenteeism of employees. Training and development that might be
provided to the employees after evaluate their entire performance. For managing successfully, it
is essential to schedule a proper time for evaluation so that overall aim can be attained.