Hospitality Management: Developing KPIs and Staff Appraisal Template

This assignment focuses on defining and monitoring Key Performance Indicators (KPIs) for wait staff and chefs in a hospitality setting. For wait staff, KPIs include the number of customers served, customer feedback, total wastage, average sales, broken tables/chairs, popular wine choices, product knowledge, table turnover time, customer complaints, and call volume for pick-up orders. Methods for monitoring these KPIs are detailed, such as checking system data, customer feedback portals, waste reports, and staff reports. A staff appraisal template is also provided, evaluating aspects like task performance, punctuality, decision-making, food safety compliance, communication skills, and understanding of restaurant operations. For chefs, KPIs include total wastage, number of dishes served per section, order delivery times, wage cost percentage, and hours worked per section. The document provides data points for each KPI to illustrate current performance levels, offering a comprehensive approach to performance management in the hospitality industry. Desklib provides solved assignments for students.

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Monitoring the KPIs for waiter:
In order to monitor the performance for wait staffs, we will be looking at the parameters
mentioned below and assess the performance in a monthly basis.
Number of customers on a monthly basis:
 Checking on the system
 Assessing daily reports from the staff
 Checking the entry register
 Analysing the daily customer data
 Checking on home delivery reports
 Total system data of bookings and personalised bookings.
Number of good customer feedback in a week
 Checking the customer feedback portal
 Counting a good customer on the restaurant website
 Counting the restaurant reviews
 Taking personal feedback forms
 Accounting the reviews in the restaurant app
 Collecting weekly report from staff
Total wastage
 Taking an account of stock data and stock intake
 Daily report from Head chef
 Recycle audit report from waste management service
 Daily report of waste from bins
 Yield Ratio report to be analysed on a weekly basis
 Check Recipe Cards to analyse total amount of wastage.
The average sale for the month
 Check the daily sales report on the system
 Tallying daily system report with staff report from counter
 Weekly report from system and staff
 Calculating average report from system and staff

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 Calculating sales report from home deliveries, party bookings and
private bookings.
 Calculating overall average sales report from all sales figure
How many table and chair broken in a month
 Checking security system and maintenance department
 Getting information from manager.
 Keeping a track of property on a daily basis
 Weekly property check up reports
 Monthly report from facility for any maintenance
What kind of wine is the most popular one
 Report from the waiter and service counter.
 Reports from the stock data and head chef
 Daily alcoholic beverage count
 checking with customer request information
 Checking with party request information.
 Information on customer request and preferences
Product knowledge of all items:
 Testing waiters on their Gluten free knowledge
 Testing waiters’capacity for recalling menu orders.
 Testing capacity to recognize taste and quality of food.
 Testing waiters’ knowledge on beverages and desserts.
 Checking waiters’ knowledge on lunch menus and baby foods.
Time turnover for per table
 Checking time of each staff working
 Noting average time of staff turnover per table
 Noting average service time of staff service per table
 Noting average order serving time per staff
 Noting daily turnover of staff per table.
 Checking maximum time per order per staff
Number of customer complaints.
 Check the customer feedback
 Asking the guest feedback after service.
 Taking feedback reports at counter
 Checking daily reviews in the website and app
 Calculating ratings per staff per table.

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 Noting average number of positive reviews per table.
 Customer satisfaction reports from home delivery services.
Number of calling to pick up over the call orders
 Checking the call history of the home phone
 Checking with staffs who have taken the call.
 Checking order information over call from system.
 Tallying information report from the delivery staff.
 Noting average orders made over phone in a month.
 Calculating daily average of orders.

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Template for staff appraisal
Performance Parameters Ranking
1 2 3 4 5 NA
Is an individual who demonstrates skills to perform
the task required
Arrives to work on time
Has very few sick days
Is effective at time management
Exhibits the ability to make realistic decisions
The employee follows local, state and federal
foodguidelines to ensure all food requirements are
met
Is able to control production and is aware of the
products being served
Is competent at receiving and inspecting food
supplies
in accordance with the food regulation guidelines
Complies with all district and Health Department
sanitation and procedures
Complies with strict uniform policies and wears the
appropriate clothing and protective devices for

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safe
performance
Is willing to observe others and learn different
aspects
of the business
Has a full understanding how the restaurant team
coexists
Is good at communication with co-workers and
clients
Is a well balanced and organized individual
Has a full understanding of how to handle food
Is able to store food and clean preparation items in
a timely manner
Operates safety precautions at all times
Understands the way to move around a restaurant
at all
times
Rating values for analysing staff performance.
Ranking
1 VERY POOR
2 POOR
3 SATISFACTORY
4 GOOD
5 EXCELLENT