SITXHRM006: Staff Performance Case Study - Hospitality Management

This case study analysis addresses staff performance issues within a hospitality setting, focusing on productivity, punctuality, waste minimization, accuracy, and customer service standards. It uses performance appraisal, feedback, counseling, and clear communication to resolve problems. The analysis emphasizes setting performance standards, monitoring stock levels to reduce waste, and providing support and training to new employees. The report concludes that addressing these issues through structured management systems, employee support, and clear communication channels can significantly improve overall performance and customer satisfaction. Desklib offers more solved assignments and past papers for students.

Running head: CASE STUDY ANALYSIS
CASE STUDY ANALYSIS
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CASE STUDY ANALYSIS
Purpose of the report
The purpose of this report is reviewing the given case study scenarios and analysis them
to provide solution or resolution in respect to the staff performance issues. The report provides
brief analysis of the situations and states the responses in details along with the follow up actions
and evaluation in resolving the given issues in the case study.
Case study 1 – productivity and Punctuality
In the given case study, an employee of the organization is late occasionally which
affects the team. To look into this issue structured performance appraisal is used, it is important
to address all the issues of the employees. It must be stated that the employee having punctuality
issue affects the entire team as a whole as well as his individual productivity. There should be a
section which includes the evaluation of the employee. This will help the employee to improve
his punctuality. Feedback and support must be provided to the employee for his performance.
The performance appraisal needs to include potential solutions which will address to the staff
performance issues (Madaeni and Sioshansi 2013). The employee must be provided key
performance standards and goals. Proper accurate and appropriate way of communicating with
the employee is needed to monitor and resolve this issue. Several policies and procedures need to
be implemented so as to influence the employee to be on time. There must be clear concise use
of verbal and written communications to the employee to address the issue. There must be
responsible attitude towards the employee. Proper data must be collected of the employee’s
punctuality, and his performance is needed to be interpreted and monitored (Solanki 2013).

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CASE STUDY ANALYSIS
Case study 2- waste and cost minimization
In order to reduce wastage and operational cost of the restaurant, it is essential to monitor
daily on the stock in and stock out. The actual consumption needs to be analyzed all through the
day. Keeping a check on the ideal stock and available stock in will help in analyzing the wastage.
Performance management system must ensure that the wastage is minimized and the operational
costs are reduced (Han and Mithas 2013). The restaurant needs to avoid bulk shipping; spoilage
needs to be reduced in all way possible, spoilage negatively influences the cost. Another way of
minimizing the cost is switching the existing suppliers and acquires a competitive supplier who
is ready to offer discounts and offers the supplies which matches with the budget. The food
prices needs to be checked of the food supplies and identify the factors that influence the price
rise. Restocking the inventory and hiring new employees, offering them training in effective
handling of supplies and ensuring efficient methods of staffing will reduce the operational costs
of the restaurant. Feedback and support for staff performance in the kitchen must be taken from
time to time to avoid wastage and increase in cost (Solanki 2013).
Case Study 3 – Level of accuracy and Customer service standards
Counseling planning and procedures need to be undertaken in order to address the
situation of handling the inefficient new trainees. Counseling of the new trainees is required in
order to address the situation to ensure any recurrence. During the counseling of the employees
potential solutions must be provided to the trainees regarding their performance and the issues
faced (Solanki 2013). There must be certain standards and goals for achieving the desired
performance of the trainees; this also helps in the process of evaluating the performance of the
employees. Performance management system needs to check and evaluate the performance of
the employees and provide training accordingly (Arif, Gupta and Williams 2013).

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CASE STUDY ANALYSIS
Lack of communication also leads to inefficient of the trainees or employees in the team.
It is required that the responsibilities of the trainees or employees needs to be communicated
formally and in a proper manner. There must be proper documentation of the issues faced by the
trainees and they must be provided with support and help during their training period. Calm and
polite approach is recommended as this approach is comparatively more rational and prudent
rather than directly blaming or approaching in an impolite manner (Cook 2017) .
Conclusion
Therefore from the above analysis it can be concluded that the issues can be addressed
using methods like performance appraisal of the inefficient employees, use of feedback and
supporting the inefficient employees or trainees with their performance. Counseling of the
employees must be done for proper execution of the plans and procedures of the organization.
There must be certain standards and goals set for measuring the employee performance.

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CASE STUDY ANALYSIS
References
Arif, M., Gupta, A. and Williams, A., 2013. Customer service in the aviation industry–An
exploratory analysis of UAE airports. Journal of Air Transport Management, 32, pp.1-7.
Cook, S., 2017. Measuring customer service effectiveness. Routledge.
Han, K. and Mithas, S., 2013. Information technology outsourcing and non-IT operating costs:
An empirical investigation. Mis Quarterly, pp.315-331.
Madaeni, S.H. and Sioshansi, R., 2013. Measuring the benefits of delayed price-responsive
demand in reducing wind-uncertainty costs. IEEE Transactions on Power Systems, 28(4),
pp.4118-4126.
Sharma, N., Singh, V.K. and Kishore, J., 2014. Demographic differences, causes and impact of
workplace production deviance on organizations: an empirical study on non-punctuality of
employees in service cluster. Causes and Impact of Workplace Production Deviance on
Organizations: An Empirical Study on Non-Punctuality of Employees in Service Cluster
(January 16, 2014).
Solanki, K., 2013. Association of job satisfaction, productivity, motivation, stress levels with
flextime. Journal of Organisation and Human Behaviour, 2(2), p.1.