University Assignment: Monitoring Staff Performance in Hospitality

This report provides a comprehensive analysis of staff performance within the hospitality industry, focusing on three key roles: Executive Chief, Housekeeper, and Concierge. It begins by defining the responsibilities of each position, highlighting their interactions with customers and the operational aspects of their roles. The report then identifies key performance indicators (KPIs) relevant to each position, such as service quality, cleanliness, and customer satisfaction. Checklists are provided for each role, outlining specific criteria for evaluating performance. An annual performance review process is developed, offering a structured approach to assessing each role's contributions and areas for improvement. Finally, the report details how to implement performance appraisals for each position, including methods for communication, training, and addressing grievances, ensuring a fair and effective evaluation process. This report offers valuable insights into managing and improving staff performance in the hospitality sector.

Running head: MONITOR STAFF PERFORMANCE
MONITOR STAFF PERFORMANCE
Name of the Student:
Name of the University:
Author Note:

1Monitor Staff Performance
Table of Contents
1.1 Developing procedures for performance appraisal..............................................................3
1.1.1 Three different positions in hospitality industry...........................................................3
1.1.2 Key performance indicators..........................................................................................5
1.1.3 Checklist for each job role under hospitality industry..................................................5
1.1.4 Developing an annual performance review of all the job positions..............................9
1.2 how to implement the performance appraisal for all the three job positions.....................13

2Monitor Staff Performance
1.1 Developing procedures for performance appraisal
1.1.1 Three different positions in hospitality industry
Hospitality industry involves jobs like working in restaurants, theme parks, hotels, casinos
and etc. that deals with customers and provides them the recreational and leisure needs. There
are different types of job where some are directly dealing with customers and others work
from back office or behind-the-scenes. Responsibilities of three different positions in
hospitality industry are explained following:
1. Executive chief: it involves the managerial role which has a lot of work load in the
hospitality industry. The key responsibilities of executive chief are:
 The executive must provide training and motivation to the supervisors and
other staffs so that they maintain the quality of the food which is prepared for
the customers.
 The executive should also keep the environment employee friendly and
provide positive vibes. They must council the employees and dedicate their
professional approach towards the management.
 They must provide direction to everyday operations in the kitchen.
 Whenever any employee is absent, the executive chief must take the duty of
that person for which they must be well-known with the work.
 Assistance to the subordinates regarding the settings, monitor the standards
and performance.
 They must delegate power to the subordinate and the supervisors when require
to define their responsibilities and their goals.
 They must be able to identify the quality of the product, proper sanitation and
the presentation of the product to the customers.

3Monitor Staff Performance
2. Housekeeper: main job of housekeepers is to maintain the cleanliness and comfort of
the hotel for the customers. The responsibilities of the housekeepers are:
 They must keep track of the standards of cleanliness with general upkeep of
every area for which that department is responsible.
 They should provide linen to every room, banquet hall, restaurants, and health
clubs and so on as well as maintain the inventory of it.
 They must also check that all the staffs are maintaining their uniforms and
inventory is maintained as well.
 They should develop a welcoming atmosphere for the customers with relevant
sources and staffs.
 They must keep floral decorations and also maintain a beautiful landscape area
of the place.
 They should maintain a healthy relationship with the other departments.
 They should maintain a lost and found article for the convenience of every
customer.
3. Concierge: they are basically the problem solver in any area of hospitality industry as
they directly interacts with the customers. The main responsibilities are:
 As they are the representative of the place and deal with the customers, they
must know how to look gracious in front of customers.
 They must listen to the guests carefully to solve their queries.
 Every guest must be treated equally and beautifully by the Concierge.
 They should use their vast knowledge to address the queries of the guests.
 They should take proper time to analyze the recommendations.
 They should know how to manage time and fulfill the demands of the guests.
Every guest should be met with equal attention and time.

4Monitor Staff Performance
 They must be polite and know their duty properly so that they can help the
guests with proper assistance.
1.1.2 Key performance indicators
Key Performance Indicators are the standards which helps the business to take further
decisions for future.
For executive chief the KPIs are to develop a high quality service for the community,
providing a clear path for delivering a strategic community plan, making the organization
highly capable of competition, delivering improvement in risk management and
environmental sustainability and so on.
For housekeepers the KPIs are related to primary needs of cleanliness of the area. There are
different categories under this. However, the core competency is measured inclusion the
vacuuming of rooms, washing windows, changing towels, cleaning bathrooms and other
works related to cleanliness.
For Concierge Services provided in the hospitality industry are staff concern improvement,
training, extra new guests request and concerns, positive comments received form the
customers or not and the attendance of the staffs.
1.1.3 Checklist for each job role under hospitality industry
Executive chief
1 2 3 4 5
Commitment
towards job
Trying to
minimize cost

5Monitor Staff Performance
Developing
techniques to
solve customer
issues
Accuracy level
Self-
presentation
Productivity
Punctuality
towards work
No. of
responsibilities
attended
Maintaining
relation with
team members
Minimizing
waste
Housekeeper
1 2 3 4 5
Commitment
towards
work

6Monitor Staff Performance
Cost
minimizing
service
Customer
satisfaction
Level of
quality
Attentive
while
working
Productivity
of attending
guests
Punctuality
of their
service
No. of areas
which were
attended to
serve
Team
cooperation
Waste
minimization

7Monitor Staff Performance
Concierge
1 2 3 4 5
Commitment
Not costly
service
Customer
service
standards
Level of
accuracy
attentive
Productivity
of attending
guests
Punctuality
No. of
customers
whose issues
are solved
Team
cooperation
Not wasting
time over
useless talks

8Monitor Staff Performance
1.1.4 Developing an annual performance review of all the job positions.
Executive chief
1 2 3 4 5
Commitment
towards job

Trying to
minimize cost

Developing
techniques to
solve customer
issues

Accuracy level 
Self-
presentation

Productivity 
Punctuality
towards work

Many
responsibilities
attended

Maintaining
relation with
team members


9Monitor Staff Performance
Minimizing
waste

From the above table the Executive chief of the place has performed average in overall year.
He has tried to maintain good relation with the team members so that team work is completed
without any issues. However, he has not taken any initiative to minimize the cost and
wasteful things which reduces their productivity and quality of work.
Housekeepers
1 2 3 4 5
Commitment
towards
work

Cost
minimizing
service

Customer
satisfaction

Level of
quality

Attentive
while
working

Productivity
of attending
guests


10Monitor Staff Performance
Punctuality
of their
service

No. of areas
which were
attended to
serve

Team
cooperation

Waste
minimization

Form the above table it is clear that the performance of the housekeeper of that place has
remained quite good annually. He has maintained the quality of the work and satisfied the
guests with his duty and responsibilities. Cleanliness of that place will attract more and more
customers in future.
Concierge
1 2 3 4 5
Commitment 
Not costly
service

Customer
service
standards


11Monitor Staff Performance
Level of
accuracy

attentive 
Productivity
of attending
guests

Punctuality 
No. of
customers
whose issues
are solved

Team
cooperation

Not wasting
time over
useless talks

Form the above table it is clear that the performance of Concierge was much better than
others annually. He attended as many customers possible and solved their issues as well.
Level of accuracy and performance was much better and team work was maintained.