Operations Executive Performance Management at Intercontinental Hotel

This report focuses on managing people performance, specifically within the context of an Operations Executive role at Intercontinental Hotel. It begins by outlining the allocation of workload and tasks, followed by an analysis of performance assessment measures used for each task, such as customer satisfaction and cost of operations. The report then details the process of managing performance improvement, including the development and implementation of performance improvement plans and the subsequent outcomes. Task 2 delves into relevant legislative and regulatory requirements, including the Occupational Health and Safety Act and the Discrimination Act, as well as relevant awards and certified agreements. The report also examines performance measurement systems, unlawful dismissal rules, and staff development options, concluding with a summary of key findings and references.

MANAGE PEOPLE
PERFORMANCE

Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
Allocation of work load and tasks...............................................................................................3
Assessment of performance for each of listed tasks and the measures that are used to assess
performance.................................................................................................................................4
The way to manage follow up by discussing all the aspects from developing a plan of
performance improvement to termination...................................................................................4
TASK 2............................................................................................................................................5
Relevant legislative as well as regulatory requirements..............................................................5
Relevant awards as well as certified agreements.........................................................................6
Performance measurement systems that are utilised within an organisation..............................6
Explanation of unlawful dismissal rules and due process...........................................................6
Staff development options and information................................................................................7
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................9

INTRODUCTION
Managing performance of employees on continuous basis within an organisation is very
necessary for it to attain success and growth in the competitive business environment. Managing
performance of people will help them to review their performance, support them with day to day
activities and help in meeting required outcomes (Armstrong, 2016). This report is based on
Intercontinental hotel which offers high quality hospitality service to its customers. The role of
operations executive is chosen in the report to answer the questions in task 1. In task 2 part,
information about legislative and regulatory requirements, rewards and certified agreements,
performance measurement systems, unlawful dismissal rules and staff development options are
included.
TASK 1
Allocation of work load and tasks
The company has employed an employee for performing the roles and responsibilities of
Operations Executive. He / she is responsible for maintenance of facilities and management of
operations. The tasks which are allocated to operations executive includes:
 Communicate with top management in order to frame strategic operations goals.
 Development of strategic long term plans to accomplish strategic objectives of company.
 Monitor customer satisfaction.
 Monitor operational performance of intrinsic as well as external service providers.
 Creation as well as management of fiscal operating of organisation and capital budget
and expenditures.
 Keep check on operational performance of company.
 Monitor all the construction as well as renovation projects.
 Monitor performance metrics (Weick and Sutcliffe, 2015).
 Monitor condition of facility and the environmental performance as well as recommend
or approve spending plans and funding levels.
 Administer a workplace setting to workers which is conducive to work productively.
 Receive and respond to notifications and approvals.

There are some performance measures that are taken into consideration for measuring his/her
performance on the basis of allocated tasks (D’antonio and Chiabert, 2018). Some of the
performance measures are mentioned below:
 Customer satisfaction
 Cost of operations
 On time service responsiveness
 Performance management task completion ratio
 Organizational productivity.
Assessment of performance for each of listed tasks and the measures that are used to assess
performance
The performance of an operations executive will be assessed by utilizing different
measures. The task of developing strategic goals and plans will measure by using the
performance measure of organisational productivity. The effectiveness of formulated goals and
plans will be reflecting through increasing productivity of company. If the goals and plans
formulate by operations executive are effective, then it will result in increasing organisational
productivity. The another task is to monitor operational performance of service providers, keep
check on performance of operations, monitor customer satisfactions etc., the used performance
measure will be on time service responsiveness (Navin and Creelman, 2018). If services are
provided to customers on time, then they stay satisfied. So, the way employees respond to the
needed services of customers is the measure through which high customer satisfaction can be
attain by firm. Another task is creation and management of capital budget and expenditures,
recommend funding levels and spending plans will be measured through cost of operations. If
appropriate budget and cost structure will be prepared by operations executive, then it will help
in minimising cost of operations and saving money. These are all the measures that are taken into
consideration to assess performance of operations executive for the listed task.
The way to manage follow up by discussing all the aspects from developing a plan of
performance improvement to termination
Performance improvement plan is defined as a descriptive description of the expectations
that manager and employer have for an individual in his/ her current role, along with the areas in
which an individual is not meeting those expectations. It includes concrete steps to take by an
employee to improve performance an outline is clear completion timeline. In the role of

operations executive, the expectations of role involve development of skills which are required to
implement the role successfully. According to this, performance improvement plan will be
developed in which various follow-up activities are documented and at last of evaluation period,
outcome would be continuation of plan, removal of plan or termination of employment. At the
time of implementation of plan, its review is necessary to ensure that it is accurate and possible
to complete successfully (Bothma, R., 2019). An individual need to willingly put in the time
during improvement plan. Visible and good work habits must be adopted by an individual and
should be committed to work extra in order to fulfil the expectations of job role. If help is
needed, then individual can get support from manager and mentors. For growing the career and
developing new skills, good attitude and positive perspective is required. The last stage of follow
up is burn the plan in which the outcome is decided whether to continue the plan, remove the
plan or termination from employment.
TASK 2
Relevant legislative as well as regulatory requirements
All the organisation and people are need to comply with some legislative and regulatory
requirements which they are subjected to. It involves regulation, by laws and prescribe laws.
Some of the regulations are mentioned below:
Occupational health and safety act 1989: as per this act, it is the obligation for an
organisation to maintain healthy and safe workplace. The need to take all practicable step to
administer safe working environment to volunteers, employees as well as visitors. It involves
providing safe work systems, safety equipment, adequate facilities for employee welfare,
monitoring their health and safety and make sure that they are provided with all the required
instructions, information, supervision and training (Wong and Neck, 2015).
Discrimination act 1991: As per this act, it is required by employer to treat all the
employees working at organisation equally regardless of their gender, age, religion, nationality,
culture etc. It is also required by them to promote acceptance and recognition and provide equal
growth opportunities to all the individuals who are working within the firm.
Relevant awards as well as certified agreements
Awards are defined as the of workforce entitlements including conditions and wages based
on occupation. Conditions involve employment type, allowances, overtime, leave entitlement

etc. These are the legal documents that includes conditions of employment and minimum pay
rates. Some of the awards includes aged care award, concrete products award, miscellaneous
award, professional employees award etc. Certified agreement is defined as the agreement at
workplace that has been negotiated through employer with employees or Union. It requires to be
signed through majority of people at workplace (Agnoli, Franchin, Rubaltelli and Corazza,
2019). The certified enterprise agreements include the fair work act 2019, that allows employees
as well as employees to form an agreement instead of adhering to award. These set out
employment terms and conditions and cannot include anything less than the things that are
offered by modern award. The Agreements include collective agreement, individual transitional
employment agreement, Australian workplace agreement etc.
Performance measurement systems that are utilised within an organisation
Performance management system is defined as the strategy or approach to measure
employee performance. By this process, a company enables to align its goals, objectives and
mission which available systems and resources and set up the priorities. Different types of
performance management systems that are used by organisation to manage performance of
employees are mentioned below:
360-degree appraisal: this is a system in which feedback is taken from workforce about
other employees. Use of this performance management system will help employer in knowing
about the strong and weak areas of employees and managing their performance effectively.
General appraisal: In this performance management system, manager do appraisal of
employees on the basis of their performance all year round. A constant interaction takes place
between manager and employee in this which help manager in better understanding the
employees and appraise them accordingly (Lynn and McGovern, 2019).
Explanation of unlawful dismissal rules and due process
Unlawful dismissal is referred as the situation or condition in which the contract of
employment of an employee has been terminated through employer, where the discharge
breaches terms of employment contract, or rule in employment law or statute provision. The
unlawful reasons involved in dismissal includes refusal of employee to negotiate, complaint
made by employee against employer, temporary absence of a worker due to illness etc. The rules
applied on dismissal of injured or employee includes provisions in fair work act which protect
workers who are temporarily not able to work due to illness. Apart from this, Queensland

worker’s compensation and rehabilitation act 2003 also provides protection to workers who are
ill for up to 12 months (Haskins, and Brueck, 2019). When an employer finds that he or she may
be discriminated by employer are or treated unfairly by employer, they can take support of these
laws and take legal actions against employer who treat them unfairly.
Staff development options and information
Staff development is referred as the improvement of skills and knowledge of workforce
within the company by providing them with appropriate training and development sessions.
Development of staff in an organisation helps in improving its productivity, efficiency, provide it
competitive advantage, reduce cost and turnover of employees, improve their motivation level
and enhance job satisfaction. The different options that are available to organisation for
development of employees are mentioned below:
Training and development session: providing employees with appropriate training
program will help organisation in improving skills and capabilities of its employees which
enable them to perform their duties well. It also helps in improving productivity of company
(Wong and Neck, 2015).
Team working: encourage team working within organisation enable employees to work in
coordination with other team members who have different skills and knowledge. This helps an
employee in learning new things and adopting new ways of working.
CONCLUSION
As per the above mentioned report, it has been concluded that an operations executive
required to perform many roles including communication with top management to develop
strategic goals, prepare long term plans, monitor operational performance, provide conductive
work environment to employees etc. There are some performance measures that are taken into
consideration to measure the performance of employees. Performance improvement plan help in
improving the performance of an individual. There are some legal and regulatory requirements
that required to be followed by employer including occupational health and safety act,
discrimination act etc. By using performance measurement systems like 360-degree appraisal,
general appraisal etc., An employee can measure the performance of its employees. By providing
training to employees and emphasizing on improving their soft skills will help in improving
skills of employees.

REFERENCES
Books and Journals
Armstrong, M., 2016. How to manage people. Kogan Page Publishers.
Weick, K.E. and Sutcliffe, K.M., 2015. Managing the unexpected: sustained performance in a
complex world. John Wiley & Sons.
D’antonio, G. and Chiabert, P., 2018, July. How to Manage People Underutilization in an
Industry 4.0 Environment?. In IFIP International Conference on Product Lifecycle
Management (pp. 455-464). Springer, Cham.
Navin, P. and Creelman, D., 2018. The CMO of People: Manage Employees Like Customers
with an Immersive Predictable Experience that Drives Productivity and Performance.
In The CMO of People. De Gruyter.
Bothma, R., 2019. Manage performance like you would manage a sports team. HR
Future, 2019(Feb 2019), pp.40-41.
Wong, P.S. and Neck, P.A., 2015. When east meets west: A harmonised model for performance
and institutional alignment to manage knowledge practitioners, their productivity in a
knowledge-based economy. International Journal of Contemporary Management, 14(1).
Agnoli, S., Franchin, L., Rubaltelli, E. and Corazza, G.E., 2019. How Do You Manage
Evaluation? Attentive and Affective Constituents of Creative Performance Under
Perceived Frustration or Success. In The Palgrave Handbook of Social Creativity
Research (pp. 225-243). Palgrave Macmillan, Cham.
Lynn, J. and McGovern, L., 2019, November. Eldercare Reform Strategy: Monitor and Manage
System Performance at the Local Community Level. In APHA's 2019 Annual Meeting
and Expo (Nov. 2-Nov. 6). American Public Health Association.
Haskins, S. and Brueck, T., 2019. Use Benchmarking to Help Manage Your Utility's
Performance. Opflow Online, 45(6).