Report: Monitoring Staff Performance and KPIs at Park Hyatt Sydney

This report provides a comprehensive analysis of staff performance at Park Hyatt Sydney, focusing on key aspects of employee evaluation and management. The report begins with an introduction to staff performance monitoring and the chosen organization, Park Hyatt Sydney, a luxury hospitality provider. It then delves into the main body, which addresses the assignment's core questions. The first question explores two job roles—Housekeeper and Hotel Receptionist—detailing their responsibilities and outlining relevant KPIs. The second question discusses methods for monitoring these KPIs, emphasizing customer feedback and performance metrics. The third question examines reward and recognition systems, proposing appropriate strategies for employee motivation. The fourth question presents a staff appraisal example, highlighting both strengths and weaknesses. Finally, the report concludes with a discussion of employee training options, suggesting hands-on and e-learning approaches. The report provides insights into effective performance management practices within a hospitality context, drawing on academic sources to support its analysis.

Monitor Staff
Performance

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
Question 1: Job Role...................................................................................................................3
Question 2: Monitoring job roles................................................................................................5
Question 3: Reward and recognitions.........................................................................................5
Question 4: Staff appraisal..........................................................................................................6
Question 5: Training options to employees................................................................................6
CONCLUSION................................................................................................................................7
REFERENCES................................................................................................................................8

INTRODUCTION
Monitoring staff performance is the organizational activity in which it tends to analyses
the overall organizational working process. Through which it tends to ensure that company is
working as per the developed working strategy. Park Hyatt Sydney is the chosen organization for
the analysis in the report, the company tend to provide luxury hospitality services to the
customers at premium pricing. Evaluation on the different job roles is done in this report, with
that analysis on the different KPI for monitoring the overall work productivity is also being
evaluated within the report.
MAIN BODY
Question 1: Job Role
Housekeeper and Hotel receptions are the chosen job roles for conducting the staff
appraisal. Following are the roles and responsibility of the hotel receptions and housekeeping.
Job description for Housekeeping-
JOB DESCRIPTIONS
Company: Park Hyatt Sydney
Position: Housekeeping
Reporting to: Managing Director
Salary: $30
Hours of working: 9:30 AM to 6:00 PM
Overall Objective: To perform housekeeping services within Park Hyatt Sydney. The duties
include responsibilities of performing room maintenance, while providing security to customers
and their assets.
Skills:
1. Effective communication skills to communicate with customers
2. Basic computing skills
3. Inventory control skills
Duties:
1. Perform housekeeper activities like room maintenance, and cleaning the room.
2. Carrying customer luggages within hotel, mostly from lobby to the customer room.

3. Listen customer requirements and transfer the information to the reporting officer.
4. Perform watering services within the dinning area and to customer rooms.
The KPI for housekeeper is the quality of services which they provided to the customers
and this can be calculated by taking feedbacks from the customers on the basis of services which
they achieved within the organization.
Job description for Hotel receptions-
JOB DESCRIPTIONS
Company: Park Hyatt Sydney
Position: Hotel Receptionist
Reporting to: Managing Director
Salary: $30
Hours of working: 9:30 AM to 6:00 PM
Overall Objective: To welcome customers and provide a brief explanation about the services
which they can achieve with the company. Identify specific customer requirements and provide
organizational room to them as per their requirements. Take customer's feedback at the time of
check-out to identify their experience level.
Skills:
1. Efficient understanding of multiple languages like English, Hindi, French, etc.
2. Basic computing skills, to perform room allotment skills and task allotment to the
housekeeping staff.
3. Basic understanding about the management activities.
Duties:
1. To provide a briefing to the customers about the services which they can achieve within
the company and influence them to develop a direct contact with the customers.
2. Make reservation activities and room allotment to the customers, on the basis of their
requirements.
3. Manage Housekeeping staff by showing specific customer requirements to them.
The KPI for hotel receptions is,
Average Rate Per Guest (AGR) = total Room Revenue/ Total Number of guests

Question 2: Monitoring job roles
Housekeeping-
It is the management responsibility which include the organizational activities like
cleaning, cooking, room maintenance and several other activities within the company. This is
one of the most important department within the hospitality industry because the department
comes into the direct contact with the customers (Aureli and Supino, 2017). Due to which
customer's experience with the company is completely dependent upon the efficient working
capability of the employee. The performance of the housekeeping staff can be identified by
taking customer feedback during their engagement with the company and once they have
checked-out.
Hotel receptions-
Hotel reception is also called as the front office of the organization which is responsible
for welcoming the guests and for proving initial services to the customers. This job role is
responsible for proving services like room allotment to the guests, making reservations, establish
communication to understand their requirements and many more activities (Bohle and et.al,
2017). Through this information hotel reception tend to provide appropriate instruction to the
housekeeping staff to improvise their working, by which quality of services to the customers can
be increased.
Question 3: Reward and recognitions
Reward and recognitions are often given by organizations to their employees for their
extra-ordinary services which they have provided to the organization. Through this step company
tend to motivate other employees that by improvising their working process they can achieve a
high level of work productivity (Uen and et.al, 2018). Reward and recognition can be of different
types, which are as following.
1. Bonus- In this type of reward function additional financial benefits are being provided to
the employee. Through this approach company tend to guarantee employees that they can
achieve additional economic advantage apart from their salary structure.
2. Written/Verbal Praise- This is a type of reward system in which written or verbal
appreciation is being provided to the employee. This is a effective way of rewarding
because written appreciation will improve employee's professional growth and also
minimizes negative impact upon company's economic growth.

Written praise is often being given by Park Hyatt Sydney to its employees, through company
ensure employees that they are able to improve their professional performance (Teo, Bentley and
Nguyen, 2020). Due to this element employee's loyalty towards the company is increased.
Question 4: Staff appraisal
Following is the staff appraisal for Park Hyatt Sydney.
Employee Performance Appraisal
Park Hyatt Sydney
Employee's Name: XYZ
Title: Housekeeping
Attribute Comments
Communication skills Efficient communication skills were
showcased and through which positive
comments of the customers were also
achieved.
Attitude towards customers Customer's special requests were not being
attendant and rude behaviour was also seen
when the requests were being made after the
completion of duty time frame.
Performance challenges Self performance was excellent and due to
which efficient services were being provided
to the customers. But comparatively reduced
engagement was being showcased while
working within team.
Attitude within Groups Not being able to understand the requirements
and less amount of attitude were being seen
within group activities.
Date:
Signature of employee:

Signature of Manager:
Question 5: Training options to employees
There are several ways through which organizations like Park Hyatt Sydney can provide
efficient training to the employees by which their working capability can be improved. With this
step company can ensure customers that they are able to achieve an value of money experience.
Following are the different employee training methods.
Hands on training- This is an type of employee training in which they are provided physical
work simulation through which they tend to assure that employee is able to understand and make
appropriate improvisation in their working process (Bleich, 2020). By which the desired target
can be achieved.
e-Learning- This is the learning stage in which working training is being provided to the
employees through the means on internet in which expert consultants are being taken or current
working trends are also being identified (Van der Wagen and White, 2018).
Hands on training will be highly productive for employee working within Park Hyatt
Sydney, this is effective due to the fact that through this strategy employees can make
appropriate changes in their working strategy through which desired target can be achieved.
CONCLUSION
From the above evaluation it can be concluded that organizations have to develop several
departments within it through which it can make sure that it is able to fulfil all the customer
requirements. Thus in order to achieve this KPI can be used which tend to showcase the key
performance indicators which the department has to fulfil in order to provide high level of
services to the customers. With that it can also be concluded that organization have to
continuously monitor the organizational working through which it can make sure that it is able to
evaluate the overall working capability of the company and then on that bases can make
appropriate changes in the working process. By which the overall goal achieving capability of
the organization can be increased.

REFERENCES
Books and Journals
Aureli, S. and Supino, E., 2017. Online Reputation Monitoring: An exploratory study on italian
hotel managers’ practices. International Journal of Hospitality & Tourism
Administration. 18(1). pp.84-109.
Bohle, P. and et.al, 2017. Work organisation, bullying and intention to leave in the hospitality
industry. Employee Relations.
Teo, S.T., Bentley, T. and Nguyen, D., 2020. Psychosocial work environment, work engagement,
and employee commitment: A moderated, mediation model. International Journal of
Hospitality Management. 88. p.102415.
Uen, J.F. and et.al, 2018. Supervisory mentoring and newcomer innovation performance in the
hospitality industry. International Journal of Hospitality Management. 73. pp.93-101.
Van der Wagen, L. and White, L., 2018. Hospitality management. Cengage AU.
Online
Bleich, C., Topi 10 types of employee training methods, 2020 [Online]. Available
through:<https://www.edgepointlearning.com/blog/top-10-types-of-employee-training/>