Developing and Managing Performance: A Report for Cavendish Hall Hotel

This report delves into the critical aspects of performance management within an organizational context, specifically using the Cavendish Hall Hotel as a case study. It begins with an executive summary and an introduction to the importance of performance management, setting the stage for an in-depth analysis of performance appraisal effectiveness. The report explores the benefits of performance appraisal, including its role in decision-making, promotions, human resource planning, and training and development. It then contrasts the characteristics of effective and ineffective appraisal designs, highlighting factors such as clear objectives, valid data, and transparency. The study also examines high-performance work systems (HPWS), emphasizing the balance between technology and employees, and the importance of organizational and human resource practices. The components of HPWS, such as the link with culture and job infrastructure, are analyzed, along with the role of appraisals in performance management. The report concludes with a summary of key findings and provides recommendations for Cavendish Hall Hotel to enhance its performance management practices, including regular meetings, job enrichment, incentives, and delegated responsibilities. The report also includes a list of references for further reading.

Developing and Managing
Performance

EXECUTIVE SUMMARY
Developing and managing performance is important in every organization. It helps the
company in improving the performance of employees as well as the organization. IPRP is a
system in which employees are given the incentives and rewards to enhance the performance of
employees. Through this workers work in a professional manner and they can work efficiently
and effectively. This also helps in increasing the skills and opportunities of employees to
perform variety of tasks and activities. There are certain limitations such as lack of budget etc.
This can be improved by making proper planning. Other methods can also be used such as
compensation to motivate and increase the enthusiasm of employees. High performance working
system is a system in which there is balance between technology and employees. It emphasis on
organization and human resource practices. By applying this method company can take various
appraisal decisions such as human resource planning training, promotion. Firm can also make
effective and ineffective appraisal design.

TABLE OF CONTENTS
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................1
TASK 2............................................................................................................................................1
Effectiveness of Performance Appraisal................................................................................1
CONCLUSION................................................................................................................................4
RECOMMENDATIONS.................................................................................................................5
REFERENCES................................................................................................................................6

INTRODUCTION
In a business organisation, performance management is considered as process in which
the workforce is being established and thus the main motive and standards of organisation are
being understood so that aims and objectives can be attained in effectual manner. There are
certain number of activities which are involved and they are setting up of goals, skills of
individual and manufacturing products in order to maintain the flow of operations (Varsei and et.
al., 2014). Moreover, thorough this process, resources can be placed and utilised in appropriate
and optimum manner. In this report, advantages and disadvantages of performance of an
individual as per Cavendish Hall Hotel and the ways through which IPRP can enhance the
organisation's performance. Apart From that various other things like barriers for effective
design along with the impacts of appraisal on performance level of employees. At the end,
evaluation will be done on management tools and utilisation of technology for HPWS.
TASK 2
Effectiveness of Performance Appraisal
Performance appraisal can be said as process in which the determination of an individual
and contribution done by the groups for development of an organisation. In this kind of
approach, determination and evaluation of performance of an individual is being done in deep
manner. Hotel have large number of employees and thus everybody is being assigned different
tasks and activities as per to their skills and abilities. Moreover, for an organisation, process and
system of performance appraisal is highly essential which is described as follows: Making Decisions: Performance appraisal data is being utilised in order to extract the
useful data about an individual and also it gives the opinion about issues and lacking
areas. This can enable organisation and management top evaluate the areas where
improvement can be done so that aims and objectives can be achieved in positive and
effectual manner. This basically can be done by providing training and development
sessions. Promotion: In this kind of approach, basically analysing is being done on the
performance level of employees and thus after that according to the promotion is being
given to the employees. The main motive of this performance appraisal is to determine
the people who are giving their 100 % and contributing in upbringing of company should
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get promoted. Through using of HPWS System Company can give compensation to
employees based on their performance. Employees who are performing well are given
more salary and promoted to high level. (Gruman and Saks, 2011). Human Resource Planning: In this kind of approach, managers basically analyse the
abilities and skills of employees and thus allocate the tasks and activities as per to that. In
Cavendish Hall Hotel, it’s highly essential to conduct appropriate planning regarding
human resource and data about effectiveness of an individual within organisation. By
using the HPWS system company can give training to the employees so that workers can
learn new skills. Thus employees become more efficient and qualified. So hence manager
give important tasks and activities to trained employees. Thus there is effective
functioning of procedures and methods in various operations. Thus human resources
contribute to success of the firm.
 Training and Development Decisions: Sometimes there are situation when employees
have that potential of coming up in front and uplifting the organisation in effectual
manner but they are not able to show up their real talent. So for them company can
organise training and development sessions so that performance level can be uplifted.
Through use of HPWS system firm helps in giving training to the employees so that they
can learn new skills and opportunities to do variety of activities. So the staff members can
perform their work efficiently and effectively. It leads to efficient functioning of
activities and tasks. It leads to growth and success of the hotel.
From the above discussed elements, it can be stated that process of performance appraisal
can be beneficial for Cavendish Hall Hotel in various ways.
Characteristics of effective and ineffective Appraisal Design
Major characteristics are described as below: Clear Objectives: It is highly essential that all the objectives and goals should be clear so
that it could be understood by each and every employee. In addition, an effectual system
of appraisal which needs to be compiled with the job of an individual (Di Maria and et.
al., 2012). Valid and Reliable Data: In this kind of approach it is important to formulate the valid
data structure so that future planning can be done regarding an individual's new roles and
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responsibilities. The data gathered also enhance the decision making skills for
maintaining the process. Well Defined: There is a structured process of effective appraisal system in order to
manage and enhance the performance level of employees within workplace. The grounds
should be made clear so that aim and objectives can be attained in an effective and
efficient manner. Should Initiate Follow up: In this kind of approach, after implementation it is required to
follow the process so that aims and objectives can be attained in more effectual manner.
Dealing with problems and provide training to avoid and overcome them can also be
learned from it (Weick and Sutcliffe, 2011).
In-effective Appraisal System:
Following are the characteristics of performance appraisal system: Heavy Workload: In modern scenario, it is major issue which are being faced by
employees of an organisation and for Cavendish Hall Hotel it becomes difficult to
manage the workload especially in emergency situations. Lack of Clarity: It is highly important for any organisation to make their objectives much
more clear so that performance can be high and resources can be optimum utilised.
 Lack of Transparency: There should be transparency as its unavailability makes many
factors arise and thus process of a business directly gets affected along with the trust part
as well. This can harm the goodwill of the company and thus can lead to negative effect
of services (DeNisi, 2011).
High performance Working system are the work system through which there is balance
between technology and employees. It focuses on the organizational practices and human
resources practices. Organization practices focuses on decentralization and team work. Human
resource management includes compensation given to employees based on the performance and
giving them appropriate training. Through applying these methods and procedures organization
can effectively manage the operations, tasks and human resources. It leads to effective and
efficient functioning of all employees, departments of Cavendish hall hotel. This helps in
increasing the sale and market share. This helps in long term growth and success of the hotel.
Thus, firm can maintain unique position in the industry.
Components of High Performance System
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Following are the listed components of high performance system: Link with Culture: This kind of element is major and important for performance work
system due to the involvement of culture and values to determination of key performer
within organisation. There is direct impact of culture on the performance level of an
organisation as well as an individual. For handling the equality and offering the
satisfactory incentive will be the major barrier for Cavendish Hall hotel.
 Job Infrastructure: It can be considered as another essential element which has direct
impact on the performance level of an employee. It is highly essential that hotel should
have effective infrastructure and facilities which can be offered. Having effective job
management can enable company to have long lasting relationship with staff members.
Appraisals Discussions and Performance Management
Cited firm can utilise the arrangement of people and resource for performance in
workplace. As per the abilities and skills of employees, tasks and activities are being allocated.
Appraisal system enables organisation to work under peer pressure and adverse situations so that
firm can be leaded to effective position in marketplace (Brailsford and Vissers, 2011). Data can
be gathered by the company by utilising the techniques regarding staff members for their
performance and thus training can be provided for achieving aims and objectives. Various kind
of tools and techniques can be provided to employees so that workload can go in smooth manner.
In this productivity of Hotel can be enhanced. In order to make employee positive and dedicated
it is highly required to provide appraisals so that personal and professional objectives can be
attained.
CONCLUSION
From the above report, it can be concluded that motivation can be provided to the
employees by incentives and rewards. In this report, data has been provided regarding IPRP for
enhancing the performance level of an employee and thus regulating environment of
competition. Moreover, certain issues are being provided for manipulation of design and
applying of IPRP. Apart from that, brief information regarding appraisal of performance and
classification of elements for high performance work system so that aims and objectives can be
attained in an effectual manner.
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RECOMMENDATIONS
Cavendish hall hotel can take various steps to manage and develop the performance1. Meetings – Regular meetings are to be organized in which employees problems can be
solves. This helps them to work more efficiently and effectively. Thus staff members
perform better.2. Job enrichment – Employees need to work in different departments in the organization.
This helps them in learning various opportunities and skills. Thus workers give good
results.3. Incentives - More incentives are given to employees so that they can work efficiently and
effectively. This leads to increasing the productivity. Through this employee performance
gets enhanced.
4. Delegate the responsibility – Managers needs to give work according to the skills of
employees. So thus workers can understand their job role and can perform better with
senses of responsibility. Thus they perform better. It leads to growth and success of
organization.
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REFERENCES
Books and Journals
Brailsford, S. and Vissers, J., 2011. OR in healthcare: A European perspective. European journal
of operational research. 212(2). pp.223-234.
DeNisi, A.S., 2011. Managing performance to change behavior. Journal of Organizational
Behavior Management. 31(4). pp.262-276.
Di Maria, E. and et. al., 2012. Developing and managing distant markets: the case of KIBS.
Economia politica. 29(3). pp.361-380.
Gruman, J.A. and Saks, A.M., 2011. Performance management and employee engagement.
Human Resource Management Review. 21(2). pp.123-136.
Gysbers, N.C. and Henderson, P., 2014. Developing and managing your school guidance and
counseling program. John Wiley & Sons.
Matos, S. and Silvestre, B.S., 2013. Managing stakeholder relations when developing sustainable
business models: the case of the Brazilian energy sector. Journal of Cleaner Production.
45. pp.61-73.
Renz, D.O., 2016. The Jossey-Bass handbook of nonprofit leadership and management. John
Wiley & Sons.
Schiuma, G., 2012. Managing knowledge for business performance improvement. Journal of
Knowledge Management. 16(4). pp.515-522.
Varsei, M., and et. al., 2014. Framing sustainability performance of supply chains with
multidimensional indicators. Supply Chain Management: An International Journal.
19(3). pp.242-257.
Weick, K.E. and Sutcliffe, K.M., 2011. Managing the unexpected: Resilient performance in an
age of uncertainty (Vol. 8). John Wiley & Sons.
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APPENDIX
Appraisal Preparation
Structure/Plan:
 What are the
key elements
you want to
cover in the
discussion?
(consider the 7
steps video)
 Think about
what order you
will do things
and how much
time you want
to spend on each
part
The most effective element which are being discussed in this report
like Performance Appraisal and its features. Along with it, its
components are also being discussed within this report.
Firstly I will analyse the performance level of every employees and
thus will make the report based on it. This will require 2 months. Then
the actual percentage will be calculated out as compared to the last
year and then the appraisal amount will be discussed which will take
about 2 more months.
Environment:
 How will you
prepare a
relaxed
environment
and build report
with the waiting
list manager?
 How will you
get them
involved and
talking?
Relaxed environment will be created by attending the customers in
better manner and thus provide them facilities which can given them
satisfaction. Report can be build with the help of waiting list manager
by allocating rooms to the people who are waiting and thus waiting
lobby can be given with other facilities so that they can get relaxed.
There are various points thorough which the conversation can be
started and thus various points which can be discussed.
Review:
 What objectives
Objectives which are being related with the both of the sides and
7

will you review
during the
interview?
 What evidence
do you want to
introduce in
relation to
these?
through which the conclusion can be drawn of the interview.
There are number of evidences which I will be introducing in relation
to these like behavioural, attitude regarding situations and many more.
Questions:
 What questions
do you need to
cover during the
interview?
 What do you
want to ask the
waiting list
manager about?
There are number of factors which are being covered within the
interview like communication skills, job expectations and other
essential areas.
The major purpose of the clients who are waiting and employees who
are attending them. Apart from this, performance and behavioural of
the employee is threaten aspect which will be asked from the manager.
8

Feedback:
 What are the
key feedback
points you want
to provide?
 Where has the
waiting list
manager done
well and where
do they need to
develop further?
Some of the key feedbacks which will be like handling the employees
with much more linnet manner and thus same should be done by the
employees to the clients. Apart from this, coordination and high
performance is also expected.
He has done well in managing and tackling all the clients and
providing them the services and the areas which should be improved
like does not let the list go long and thus give high level of
performance for customers.
Objective setting:
 What sort of
objectives do
you want to
agree with the
waiting list
manager?
There are various kind of objectives which I agree for the waiting list
manager like satisfying the customers in better manner and fulfil the
purpose of customers . Along with this waiting time should be reduced
so that goodwill of the company should not get affected.
Support:
 What sort of
support do you
think the
waiting list
manager will
require?
The main support which should be provided to the waiting list
manager is high performance of the employees and attending the
customers and thus provide them online server so that managing work
can become easy.
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Close:
 What are the
key points you
want to cover at
the end of the
discussion?
Data has been provided regarding IPRP for enhancing the
performance level of an employee and thus regulating environment of
competition. Moreover, certain issues are being provided for
manipulation of design and applying of IPRP.
Other Reminders:
Document 2: Feedback Sheet
Environment
 How well was a relationship
established?
 How was it done?
 What was the climate like?
 How relaxed was the meeting?
It went well and bond has been made
It was done in systematic manner
Climate was good yet full of pressure.
Due to the intellectual people meeting went well
Questioning skills
 Did they use an appropriate mix of
question styles
 Did they use open questions to get the
appraisee talking
 Did they ask the employee how they
thought they had been performing?
 Did they use closed questions to clarify
information where appropriate
 Did they use the funnel technique
 Did they probe for further information
where appropriate
[Try to record some examples of different question types used]
Yes they used the appropriate mix of question styles.
Yes they used open ended questions
Yes they did.
Indeed they did.
No, they did not
yes
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Listening skills
 Did they demonstrate active listening
skills
 Did they demonstrate positive body
language
 Did they allow the speaker to finish
 Did they leave appropriate silences
 Did they ‘reflect back’ the appraisees
comments
 Did they clarify details and check their
understanding
Yes
Yes
Yes
No
Neutral
Feedback skills
 Did they base the feedback on
facts/observations
 Do they gain agreement with the
appraisee about how well they
performed
 Did they identify areas of strength
 Did they describe development areas
confidently and clearly
 Did they help the appraisee explore
how they could develop these areas
 Did they help the appraisee break
development plans down into
achievable steps
Yes
No
Yes
Yes
No
No
Agreement
 How far did they reach agreement on
the waiting list managers performance
and contribution to results?
 What got in the way of this?
 What did the appraiser do to overcome
areas of disagreement?
Yes
No
Yes
No
The Future
 Did they ask about the individuals job
satisfaction
 Did they find out what ‘makes the
employee tick’
 Did they explore the employees career
aspirations?
Yes
No
Neutral
Support
 What strengths were identified?
 Did they agree on how to further
develop these strengths?
Handling the client, high performance and many more
Yes
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 What problems were identified?
 What solutions and options were
identified?
 Were they agreed?
 Were any training and development
needs identified?
 Were any interventions agreed?
High waiting list, adverse situation handling
Yes
Yes
Not entirely
Managing the Discussion
 Did they achieve a balanced 2 way
conversation (check your
communication chart)
 Did the appraisee do most of the
talking
 Did the discussion end positively
 Did they agree the next steps to be
taken?
Yes
No, he let others speak
Yes
yes they agreed
Other
Document 3: Appraisal Form
NAME
JOB TITLE
1. Review: How well has the manager met the objectives set at their last meeting?
Explain why this rating has been given.
Objective Rating Explanation/Justification/Evidence
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2. Going forward: What objectives have you agreed the manager should achieve by your
next meeting?
Objective Timescale Success Measures
3. Support: Agree learning and development support required to achieve objectives
4. Career Aspirations: Record discussion about appraisees future career direction
13
Learning & Development Activity Target Date

5. Comments
Manager Employee
6. Assessment (tick which grade applies)
 Excellent
 Good ---
 Satisfactory
 Unsatisfactory
14

Review Manager
(name and signature)
Reviewee
(name and signature)
Date
15

Personal Development Plan (The Young Manager)
What are my development
objectives?
Priority What activities do I need
to undertake to achieve
my objectives?
What support/resources do I
need to achieve my objectives
Target date
for
achieving
my
objectives
Actual date
of
achieving
my
objectives
Work on communication skill
2 Various seminars and
communicating with
everyone in better manner
This will support me in giving
quality presentation in various
seminars and conference.
17th April
2018
19th April
2018
Increase knowledge relating to
technology.
1 Gain knowledge about
latest soft-wares and use
them at workplace
I will ask my friend in IT
department to take my test and
then judge the overall
performance.
4th May
2018
17th May
2018
Improve my EQ
3 Develop quality of
keeping patience in
unfavourable time.
I will ask my family members
to court the number of events
when I made wrong decision
due to impatient attitude.
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