Performance Management in Shada: Line Manager Perspective Report

This report provides a comprehensive analysis of the performance management activities within Shada, a hospitality company. It examines the performance management cycle, including planning, execution, and closure, and how these stages are implemented to achieve organizational goals. The report details the crucial role of line managers in the performance review process, emphasizing their responsibilities in employee evaluation, feedback collection, and appraisal recommendations. It also explores the measures of performance used, such as customer feedback and self-appraisal, and their significance in evaluating employee service quality. Furthermore, the report investigates the extent to which Shada's performance management process promotes employee development, recognizes achievements, and fosters a high-performance culture characterized by trust, enthusiasm, and commitment. The findings highlight the importance of rewards and recognition in motivating employees and driving organizational success. The report concludes with insights from line managers on achieving and improving a high-performance culture, offering recommendations for enhancing Shada's performance management practices.

Running Head: PERFORMANCE MANAGEMENT ACTIVITY: SHADA
Performance Management Activity: Shada
Name of the Student:
Name of the University:
Author Note:

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Executive Summary
The study provides a clear idea about the performance management activity of the company Shada
who are a hospitality company. The study focuses on performance management activity, role of
line manager in performance review process, performance measurement, development of
capabilities, performance level and rewards and recognition. On the other hand, the study also
focuses on trust, enthusiasm and commitment towards the system. Lastly, the study provides ideas
of line manager, major findings, current approach, recommendation and how to transfer new
knowledge and skill which will automatically help the organization to earn profit in the near future.

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Performance Management Cycle
There are main three stages in the performance management cycle is based on are: planning;
execution and closure (Cardy and Leonard 2014). As per the chosen hospitality company Shada,
the three stages that need to be performed to achieve the goals along with that competing with the
other hospitality organization.
In the planning stage, the company has to undergo outlining different plans namely,
project; resources; quality; risk as well as financial along with that procurement; communication
and acceptance. Also the company need to make a contract with the suppliers. In this stage, there
are few parameters which need to take into account namely developing a case for the business,
undertaking the study of feasibility, establishing charter for the project, appointing team who will
execute the project as well as setting up an office for the project along with reviewing the
performance phases.
In the monitoring stage, the company need to build deliverable along with that monitoring
as well as controlling the plans. This is a crucial stage which will help them to know whether they
have succeeded in their planning to achieve their target or not. The monitoring can be done in
different ways namely by following the feedback, asking customers about their experience,
monitoring the points collected by the employees as well as housekeeping.
Lastly, in the reviewing stage, the closure of the performance is made along with the review
meeting of the performance completed. As per the review, the award is given to the employees
which will motivate them to continue the services they are providing and also help them to improve
it. The appraisal is given to the employee with the highest points in all total. The appraisal can be of
different form namely, in terms of money or in terms of post in the organization.
Reference: Cardy, R. and Leonard, B., 2014. Performance Management: Concepts, Skills and
Exercises: Concepts, Skills and Exercises. Routledge.

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Role of Line Manager in Performance Review Process
According to Truss et al. (2013), the performance review process consists of several
components which the line manager of the company has to look after and they are as follows:
orientation; providing training and development; feedbacks regarding the performance and annual
appraisal of the employee. The line manager has to look after for each and every employees from
their joining day till their annual appraisal.
The appraisal of the employee is dependent on the review which is being made by the
manager. As they are responsible for the evaluation of the employees’ performance with the help of
the feedbacks they are receiving from the customer end. In case of Shada, being a hospitality
company it is essential for the line manager to evaluate the feedback regarding the services they are
providing to the customer. These is done so that the employees’ can get appraisal if that employee
is eligible for it. So, the involvement of line manager is very much crucial in this case as it may
help the employee to get appraisal/promotion as per the review of the manager to the higher
authority. There are other work which is done by the higher authority so the responsibility is given
to the line manager for reviewing the performance of the employees.
Reference: Truss, C., Shantz, A., Soane, E., Alfes, K. and Delbridge, R., 2013. Employee
engagement, organisational performance and individual well-being: exploring the evidence,
developing the theory.
Measures of Performance
According to McDavid, Huse and Hawthorn (2018), the measures of performance is a
process which helps in evaluating the performance of an individual, organization, group and system
by collection of data, analysing the data and evaluating the data in regards to the performance.
There are different ways in which the performance can be measured internally or externally,
individually or can be measured as a whole.

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The measure of the performance can be measured by collecting the information about
appraisal from the subordinate; self-appraisal; collecting feedbacks from the colleagues and
feedback from the supervisor. In case of the Shada, as it is a hospitality company so feedback from
the customer is also essential to evaluate the service provided by the employees’. There are other
types of information is important but the feedback from the customer is given more priority as the
customer will provide unbiased feedback regarding the services they have received from the
employees.’ These will automatically help the line manager and the higher authority to evaluate the
performance of a particular employee and accordingly the appraisal is provided to them. So, it is
necessary and to some extent important for the company in hospitality sector to collect information
from the customer regarding the services they have provided to them.
Reference: McDavid, J.C., Huse, I. and Hawthorn, L.R., 2018. Program evaluation and
performance measurement: An introduction to practice. Sage Publications.
Performance Management Process
As Shada is a hospitality organization so it is essential to promote development of
capabilities and raising of personal levels. It is important for the employees to develop the skills
and capabilities to provide effective and better services to the customers. To develop the
capabilities the employer of Shada is providing proper guidance and knowledge to enhance the
performance of the employees’ which will automatically improve the services of the organization.
The employer of Shada also identifying the capabilities of the employee so that they can measure
the strength of the employees’ and can work on the weakness which will increase the performance
level. This will automatically boosts the performance of the company and help to build a strong
customer base and attract more and more customer. The idea is actually taking place to that extent
where the employee will be able to provide quality service.
According to the performance level the employee who is achieving 90% and above points
are rewarded by the organization to motivate them. It is important for the organization as they

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operate in the hospitality sector. In Shada, the employee who is performing well and achieving all
the criteria are rewarded a trip or appraisal in money or appraisal in the post. So, that they gets
motivated to do hard work and improve where they are lacking behind. Rewards always boosts the
confidence of the employees’ not only the person who is receiving but also the other co-workers. It
is in practice as these will automatically help the organization to evaluate the performance of the
housekeeping as well as the other staff who are working in the sector.
Culture of High Performance
According to Rabl, Jayasinghe, Gerhart and Kühlmann (2014), high performance helps to
achieve business goals and targets by building trust towards the system; enthusiasm for the system
and commitment towards the system. This culture automatically help to improve better financial
and non-financial results namely, customer satisfaction, employee retention. There is a culture of
high performance when there is a trust towards the organization and towards the system. If the
employee possess trust in the system it automatically enhance the performance of the employee as
well as the organization. In Shada, there is a trust factor which prevails within the employee for
each other. This automatically enhance the performance of the employee to go up as well as
increase the productivity of the organization. There should be enthusiasm in the employees to learn
new techniques and adopt it as soon as possible which will obviously increase the performance rate
of the employee as well as the organization. In the organization employee are way more
enthusiastic in nature when it comes to learning new techniques and skills. Lastly, there should be
commitment towards to the system to work hard so that they can achieve the target or goals they
have set. The commitment is necessary for the employee towards the organization and
organizations commitment towards its employee. The employees are committed towards the work
which enhance the Shada efficiency in the market along with the employees.

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In this case as the business is a hospitality business so culture of high performance is there
in the organization. This will automatically increase the productivity of the employee and they will
deliver high performance and increase the goodwill of the organization in the market.
Reference: Rabl, T., Jayasinghe, M., Gerhart, B. and Kühlmann, T.M., 2014. A meta-analysis of
country differences in the high-performance work system–business performance relationship: The
roles of national culture and managerial discretion. Journal of Applied Psychology, 99(6), p.1011.
Line Managers response on High Performance Culture
The high performance culture need to be prevail in the organization to increase the
performance of the employees which will automatically improve the popularity of the organization.
In hospitality sector the employee needs to deliver quality service in less possible time so that the
customer get satisfied with the work. This high performance will help the employee to achieve their
target and get reward for the performance. It will motivate them in the long-run to work even
harder so that they can get rewarded in the future.
As a line manager, it is responsibility of the manager to keep a close contact with the
employees’ so that there can be a bonding of trust that can be created between the organization and
the employee as the manager is the intermediate between the employee and the organization. If the
trust is being built between the organization and the employees’ there prevails an enthusiasm to
deliver high performance in each and every one which need to be ignited by the manager by
motivating them and this will lead to the commitment of the employees towards the organization.
The organization also need to show their commitment towards its employee by providing them with
proper facility and friendly environment, job security and timely appraisal. This will display that
the organization is also committed towards its employees’ well-being which ultimately help the
employee to deliver high performance and the organization will earn high returns. So, there should
be high performance culture prevails in every organization to motivate the employees.

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Findings in Current Performance
The current management performance plan help the organization to earn more and more
profit as the line manager have introduce few high performance plan which help the employee to
get motivated. The line manager also introduce rewards and recognition which definitely motivate
the employee to work even more hard so that they can earn reward from the organization. This
rewards and recognition not only motivate the person who are delivering high performance but also
to those who have desire to get rewards from the organization which make them even more hard
working and committed towards his/her work. In the hospitality sector it is important to deliver
high performance at the same time remain committed towards the work.
The strength that can be viewed is that employees’ are more motivated and eager to work
hard so that they can deliver better performance. In hospitality sector it is important to deliver
quality service and if the employees are motivated and committed towards their work they are
likely to deliver high performance. The motivating factor can be financial or non-financial but it
motivated the employees. The organization can earn profit and goodwill of the company will be
created in the market through quality service.
The weakness that can be point out is that there is high risk of demotivation as feedback can
be negative from the customers end in spite of delivering high quality service. The performance
should not measure only on the feedbacks but also on the overall performance of the particular
employee.
Sustainable Organizational Performance
According to Verrier, Rose, Caillaud and Remita (2014), sustainable organizational
performance is enhancing the environmental, financial along with social objectives so the value of
the product or service can be maximized. It is regarded as a key factor for the organization which
helps in saving the costs and improving the value. It also provides business with the solution to deal

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with operational excellence, product innovation, risk management, governance and growth which
will increase the business performance and increase the value for the stakeholders.
In the case of Shada, the existing performance plan is enabling the organization as well as
guiding them towards the high performance working. The existing plan is quite effective in nature
and enhancing the organization to earn profit from services they provide and maintain goodwill of
the company. The plan also provide solution to the problems that arise in the business which
automatically help the organization sustain in the market. The plan is leading the organization
towards high sustainable performance of the organization in the end.
Reference: Verrier, B., Rose, B., Caillaud, E. and Remita, H., 2014. Combining organizational
performance with sustainable development issues: the Lean and Green project benchmarking
repository. Journal of Cleaner Production, 85, pp.83-93.
Recommendation
In the organization the performance of the individual can be increased or improved by
creating a bond with the employees’. The employees should be motivated constantly so that they
can deliver high performance to the organization which will automatically help the organization to
earn profit in the long-run as the company lacks in it. There should be activities which need to be
introduce by the organization so that the employees should be engaged in some fun activity to
refresh their mind which will help them to work even harder as the company do not possess any
sort of fun activities for the employees. This are the few recommendation which is needed to be
taken care off by the organization so that the employee can be motivated and also the company can
earn profit in the long-run. This is important for the organization to motivate their employee in
hospitality sector as the employee gets demotivated easily.

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Transfer of New Knowledge and Skills
The new knowledge and skills should be transfer to the employees in an effective way so
that they can learn new skills and can implement it in their work. The new knowledge and skills
can be transferred to them by organizing workshop or events where they can interact with the
experts and can clear their doubts. This will make them enthusiastic in nature and will increase
their willingness to learn. This will be ultimately beneficial for the organization in the long-run to
achieve the set target and goals. The new skills will help to analyse the passion of the employees
and their way of approaching the problems which can be shared with the other so that everyone
become capable of achieving the target which is set by them. Interactive session will enhance the
knowledge of the employees’ and make them more productive in nature. These will ultimately help
the employee to deliver high performance in the organization and earn rewards from the
organization. This ultimately help the employee to become motivated to do extra hard work to earn
more and more rewards. In hospitality the quality of the service is essential for the organizational
growth and that is needed to be taken care by the employee.

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References
Cardy, R. and Leonard, B., 2014. Performance Management: Concepts, Skills and Exercises:
Concepts, Skills and Exercises. Routledge.
McDavid, J.C., Huse, I. and Hawthorn, L.R., 2018. Program evaluation and performance
measurement: An introduction to practice. Sage Publications.
Rabl, T., Jayasinghe, M., Gerhart, B. and Kühlmann, T.M., 2014. A meta-analysis of country
differences in the high-performance work system–business performance relationship: The roles of
national culture and managerial discretion. Journal of Applied Psychology, 99(6), p.1011.
Truss, C., Shantz, A., Soane, E., Alfes, K. and Delbridge, R., 2013. Employee engagement,
organisational performance and individual well-being: exploring the evidence, developing the
theory.
Verrier, B., Rose, B., Caillaud, E. and Remita, H., 2014. Combining organizational performance
with sustainable development issues: the Lean and Green project benchmarking repository. Journal
of Cleaner Production, 85, pp.83-93.