Performance Appraisal Procedures in Hospitality: A Comprehensive Guide

Desklib provides past papers and solved assignments for students. This project details a performance appraisal system for hospitality.

SITXHRM006
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Contents
ASSESSMENT 1...........................................................................................................................................4
ASSSESMENT 2.........................................................................................................................................15
Part A...........................................................................................................................................................15
Requires you to choose 3 different job roles relevant to your industry or area of training, for example
Hospitality, Tourism or Events and develop the documentation for a performance appraisal procedure
for these 3 positions.................................................................................................................................15
1. Develop measurable criteria which you will use to base your questions for the individual
appraisals on.........................................................................................................................................19
a. The criteria need to be measurable e.g. in form of a rating scale that measures the level of
performance.........................................................................................................................................19
b. Ensure that each of the key aspects listed below are incorporated into the key outcomes and key
performance indicators.........................................................................................................................19
c. Compile these criteria into a checklist for each job role that can be used for monitoring the
effectiveness of staff as they perform their day-to-day duties in Assessment 3, Practical Observation. 19
4. Develop the annual performance review document addressing the criteria developed in Question 3
which will be used for the staff performance appraisal:..........................................................................24
Part B – Report.............................................................................................................................................26
Write a report that clearly outlines how you will implement the performance appraisal for your 3 staff.
Your report needs to include the following details:.................................................................................26
a. Notification of staff and timelines of what will occur, how and when............................................26
b. Who will participate in the review process..........................................................................................26
C. How the review will be administered..................................................................................................26
d. How will you identify performance problems based on your criteria which you have developed in
PART A...................................................................................................................................................27
e. Provisions for training and professional development: How these are determined and which options
could be used to manage this effectively.................................................................................................27
g. Informal and formal counselling options including options for problem solving techniques.............28
h. Provisions and options for recognising and rewarding outstanding performance...............................28
i. Procedures for disagreements of performance......................................................................................28
Reference.....................................................................................................................................................30
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ASSESSMENT 1
Question 1: How does a well-defined job description help the business?
A well-defined job helps in selecting the right candidate for the vacant position as
an interested candidate may apply for the job after examining each criterion of the
job. If the description will not be provided, then people would get confused (Penn
and Pennix, 2017).
Question 2: When applying targets they should follow the SMART principle. What
does SMART stand for?
SMART stands for Specific, measurable, agreed, realistic, time framed (
Hildebrand, 2018).
Question 3: List 10 criteria which are often used in performance appraisals in the
TH&E industry that can help you monitor the ongoing performance of
staff.
1. Hard working
2. Discipline
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3. Regularity or good attendance
4. Good presentation skill
5. Participation in each curriculum activity along with work
6. Participation in group work
7. Better decision-making abilities
8. Extra – ordinary presentation in past time period
9. High productivity
10. Produce quality goods and services
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Question 4: When should you provide your employees with feedback?
The feedback would be provided to each person on regur basis after the office timing so
that they can improve their work.
Question 5: List 4 functions of coaches and mentors.
1. To give proper training and development sessions to team members
2. Should always present, in case of need
3. To motivate workforces
4. To set the aims and objectives of every worker
Question 6: Giving feedback helps guide and support your staff. ‘Giving credit where
credit is due is one example’. List 3 others.
1. Helps in improving the performance.
2. Assist in increasing the productivity and efficiency of personnel.
3. Provide guidance.
Question 7: List 3 ways to identify if a staff member might need further coaching or
training.
1. Identify the weak areas of each personnel.
2. Test the skills of an individual.
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3. Asking personally from employees.
Question 8: List 5 strategies you might take to prevent performance problems.
1. To determine the weakness of each worker
2. Take meeting to know about the issues of employees related to performance
3. To set the realistic goal and target of the company.
4. To provide training classes in order to remove the issues
5. Give rewards to workforces to motivate them.
Question 9: What is the first step in resolving a performance problem?
 To review the problems related to performance
 To modify the workload
 Offer training
Question 10: List 3 possible solutions to performance problems.
1. Encourage the weak employees.
2. Give training to the required people.
3. Arrange reward giving system.
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Question 11: If you find that performance issues are ongoing what are some steps
you might take? What policies and procedures must be followed?
Steps are the following:
 Take meeting of workforces
 Make a certain strategy to resolve the same
 Implement the strategy
Policies and procedures that need to be followed are:
 The strict warning should be given to weak employees to improve their
performance.
 The audit should be carried regularly
 Joining training class is compulsory to a weak person
 The deduction will be applied to the violation of norms and policies.
Question 12: What does a formal grievance procedure usually involve?
 To listen to the grievances of specific worker
 To demand evidence from involved employees
 Try to resolve the critical or conflicting situation.
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Question 13: Why is it important to have accurate records of any disciplinary
procedures?
 To take correct and logical decisions.
 To prevent confusing action.
 To prohibit unfair dismissal claim
Question 14: Name and describe 3 methods of reviewing performance.
1. Self-assessment
Description: Workers can review their performances by setting certain targets. If the target
is achieved, then they can say that their performance level is good and vice – versa
(Maseko and Manyani, 2011).
2. Audit
Description: By doing a regular audit of the workstation, the performance of each
employee can be easily reviewed.
3. Feedback
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Description: An individual can take feedback of their work from a peer as well as senior
managers along with team lead.
Question 15: Why is an analysis of performance data useful? What must be
considered when analysing performance data in preparation for a
performance review?
 The analysis of performance data is very useful since it helps in judging the
performances and presentation of each personnel. The numerical facts and figures
associated with the certain case will help in setting KPI (Evans, et. al., 2012).
 While analysing the performance data, it is important to consider the implications
of specific factors on the performances of learners or workers.
Question 16: Name 5 aims of a performance management system.
1. To improve the skills and talents of workers
2. To increase the productivity
3. To give feedback to the employees
4. To determine the issues related to performances
5. To identify the training and development needs in a certain sector.
Question 17: Any criticism given during the review should be what?
The manager can reveal the weakness of an individual, but should not be personal and
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harmful.
Question 18: What do you do with completed performance records?
The completed performance records can be used in checking the abilities and past
performances of workforces in an easy way.
Question 19: What are the advantages of an employee agreeing to a course of action
during a performance review?
The advantages are listed below:
 No conflicting situation would occur.
 The aims of the company can be attained.
 Improvement in performance of each personnel.
Question20: For YOUR organisation or industry, describe the procedures for
performance appraisal, counseling sessions, and grievance procedures.
Are there any areas that need to be reconsidered for inclusion?
Your response must include the procedures that exist in the
organisation. If you are not working in the industry, provide an overview
of what these procedures entail based on your studies.
The procedure of performance appraisal are the following:
 Determine the past as well as current performances of workers.
 To arrange an event of giving reward session.
 To give a reward to suitable and eligible candidates.
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The procedure of counseling sessions and grievance procedures are the following:
 To find out the issues of each worker
 Personal interaction with those people who are involved in the certain grievance.
To resolve the issues of an employee in order to satisfy them properly (DeMonte, 2013).
The area that needs to be reconsidered for inclusion is recruitment and selection. Here all
kind of candidates either disable or healthy should offer a chance to show their talents via
interview.
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ASSESSMENT 2
Part A
Requires you to choose 3 different job roles relevant to your industry or area of training,
for example, Hospitality, Tourism or Events and develop the documentation for a
performance appraisal procedure for these 3 positions
In the hospitality sector, there are different job roles which are mentioned below:
Bar Attendant
Task/responsibilities Key outcomes Key Performance
Indicators
To serve different kinds of drinks
such as soft drink, alcoholic and
non- alcoholic drink
Satisfy customers The customer would give tip
after going outside
Arranging bottles and glasses on
the shelves
Full concentration The arrangement of all
things on shelves
To clean the bar so that a healthy
environment can be maintained
(Cascio, 2015)
Attract more and more
clients
Clear and clean bar
Collection of payments, operating
cash registers and giving change
money to the customer
Collecting money from
users
Manage and control finance
related work
Greeting customer by giving
them table
Give special feelings to
customers
Tip from the side of the
customer
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