Report: Strengths, Weaknesses of Coral Cape Lodge Performance

This report examines the performance management system of Coral Cape Lodge, evaluating its strengths and weaknesses based on a survey of employees and customers. The analysis reveals issues with the appraisal process, lack of training, poor communication, and inadequate conflict resolution strategies. The report highlights the importance of regular training, improved communication from management, and employee education on the appraisal process. It also emphasizes the need for secure information storage and conflict resolution strategies to improve overall performance and maintain a high quality of service. The recommendations include suggestions for enhancing the performance management system to foster employee engagement and improve service delivery at Coral Cape Lodge.

Running Head: Performance Management 1
Performance Management
Name:
Institute:

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Executive Summary
Many businesses in the contemporary world start with great performance and quality of
service but as the number of customers increase the performance and quality declines. This in
turn leads to reduced number of customers and can even lead to closure. One of the proven ways
of maintaining high performance or increasing performance is conducting performance
management. Performance management is a key aspect of maintaining a high quality of service
output to consumers and entails reviewing employee performance as well as achievement of
strategic goals (Smith & Bititci, 2017). This study paper is aimed at reviewing the performance
management system of Coral Cape Lodge. The paper will outline the strengths and weakness of
the performance management system and provide recommendations. The study is important as it
offers the reader an insight into workings of performance management as well as how to
properly implement it.
Strengths and Weaknesses of Coral Cape Lodge’s Performance Management System
According to a survey conducted by Coral Cape Lodge, the quality of meals has declined
over time according to customers. This observation is indicative of a problem existing within the
department. In the survey conducted on Coral Cape Lodge employees it was found that one of
the new chefs has been employed for the past eight months but has not had her performance
appraisal conducted. According to the same survey a majority of company employees do not
clearly remember their primary job requirements and key requirements. The above information
demonstrates that the Coral Cape Lodge’s performance management system is not adequate or
being adhered to. Recent research has shown that in order for a performance management system
to work it has to be comprehensive and include training sessions on areas that require

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improvement (Van Dooren, Bouckaert & Halligan, 2015). From the survey conducted by Coral
Cape Lodge’s performance management system, 90% of employees think they require formal
training. The training has also never been offered by the business for its employees.
Management is vital when trying to improve general performance in any business. It is
management that comes up with performance targets and strategies then passes this information
to other employees. Management is tasked with effectively communicating the company’s goals
as well as each person’s individual responsibility and requirements (Shields, Et al, 2015). The
management of Coral Cape Lodge has failed in its mandate to provide appropriate performance
indicators to its employees. This can be observed from the fact that 60% of the company
employees indicated that they are unsure of the business’s goal or objective. It can also be noted
that only 10% of the business’s employee could recall their primary job requirement.
Coral Cape Lodge has come up with a clearly defined timeline for conducting
performance appraisals and it occurs twice in a year. In this aspect the performance appraisal
system is in line with effective performance management standards that states appraisal meetings
should be performed regularly (Noe, Hollenbeck, Gerhart & Wright, 2017). The efficiency of the
appraisals is, however, below expectations in terms of effectiveness. From the survey
approximately 60% of all Coral Cape Lodge employees think that the appraisal process and
meetings are a waste of time. This clearly demonstrates the amount of miscommunication and
lack of understanding on how appraisals are meant to work. Employee feedback is also an
important aspect in increasing the performance of employees and increasing the quality of
service offered (Mone & London, 2018). According to Coral Cape Lodge strategic plan feedback
is meant to be collected, however, the business has not collected the views and opinions on the

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employees. This has a negative impact on employee performance as they feel unmotivated and
not considered.
Conflict in Business
Conflict is natural when people interact over an extended period of time due to diverse
ways of thinking and as a result any business should analyse situations that cause conflict and
come up with ways to solve them. One of the situations that lead to conflict is poor
communication between management and the other employees (Pulakos, Hanson, Arad & Moye,
2015). This problem can be observed at Coral Cape Lodge according to the survey conducted.
Another situation that can lead to conflict is lack of understanding of each individual’s
responsibility and roles. Less than 10% of Coral Cape Lodge employees do not recall their
primary job description which can lead to major conflicts as each employee does what they think
is correct.
Conflict Resolution Strategies
Conflict can become a major distraction towards attaining business aims and goals set up
by the company. Conflict can however be overcome by effectively implementing conflict
management strategies and plans. One of the ways to implement strategies on conflict resolution
is to perform training into conflict identification and resolution. Employees and members can be
trained on how to work better with their colleagues and learn to be more considerate of each
other. Trainees can also be taught the various ways in which conflict can cause harm to both the
company and the individuals. Another method of implementing conflict resolution strategies is
by conducting team building exercises. This activities usually take place outside the work

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environment and train employees on how to work more efficiently as a team and as a result
reduce chances of conflict arising.Conflict can be managed by conducting regular meetings in
which management clearly explains the company’s objectives and each member’s role in
achieving its target. Conflict can also be mitigated by conducting regular training on conflict
resolution and related matters (Buckingham & Goodall, 2015).
Recommendation
In this section of the study paper the author will provide recommendations on how to
solve the problems identified with their performance appraisal system. This paper recommends
that Coral Cape Lodge management should conduct regular formal training to impact their
employees with a better skill set. Communication is important and this paper recommends that
the management of Coral Cape Lodge should improve their communication skills and explain
clearly to its employees the company’s goal and each person’s role in the entire system. The
company should also educate its employees on the importance of appraisal as approximately
60% of the employees think the appraisal system is useless.
Security of private information is vital for any business especially in the contemporary
world which is also referred to as the information age. Private information can leak or become
stolen by malicious individuals and hackers. Leaked private information can also lead to a loss of
confidence by clients and eventually lead to increased losses. Any company therefore requires to
implement safety strategies in order to protect company information. This study paper
recommends that Coral Cape Lodge management should ensure that the room in which hardware
such as computers and servers used in storage of private information is secure and can only be
accessed by authorised personnel. Once the physical security is in place Coral Cape Lodge

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management should work with a system administrator to set up firewalls and ensure their
network is safe from external threats such as hackers. The security measures will ensure safety of
private information which is in line with Coral Cape Lodge strategies which states
confidentiality shall be maintained for all employees and clients. Coral Cape Lodge is also aimed
at providing the best services to its clients which is inclusive of privacy and confidentiality. This
will also motivate the employees since they know their information is safe.

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References
Buckingham, M., & Goodall, A. (2015). Reinventing performance management. Harvard
Business Review, 93(4), 40-50.
Mone, E. M., & London, M. (2018). Employee engagement through effective performance
management: A practical guide for managers. Routledge.
Noe, R. A., Hollenbeck, J. R., Gerhart, B., & Wright, P. M. (2017). Human resource
management: Gaining a competitive advantage. New York, NY: McGraw-Hill
Education.
Pulakos, E. D., Hanson, R. M., Arad, S., & Moye, N. (2015). Performance management can be
fixed: An on-the-job experiential learning approach for complex behavior
change. Industrial and Organizational Psychology, 8(1), 51-76.
Shields, J., Brown, M., Kaine, S., Dolle-Samuel, C., North-Samardzic, A., McLean, P., ... &
Plimmer, G. (2015). Managing employee performance & reward: Concepts, practices,
strategies. Cambridge University Press.
Smith, M., & Bititci, U. S. (2017). Interplay between performance measurement and
management, employee engagement and performance. International Journal of
Operations & Production Management, 37(9), 1207-1228.
Van Dooren, W., Bouckaert, G., & Halligan, J. (2015). Performance management in the public
sector. Routledge.