Task 4 In task 4 you will conduct performance appraisals by: Your task: Using your plan for conducting performance appraisals developed in Task 1, you will be observed how you organise and undertake performance appraisals of 2 staff members you have observed in Task 3 of this assessment.

monitoring staff performance questions from hospitality management

Task 1 In Task 1 you are required to develop procedures for performance appraisal. a) Choose 2 different positions relevant to your industry or area of study in Hospitality, Tourism or Events and determine at least 5 tasks or responsibilities of each role. Use Template 1 to record your tasks and responsibilities. b) For each job role and each task, establish the key performance indicators. c) Develop measurable criteria which you will use to base your questions for the individual appraisals on. i. The criteria need to be measurable e.g. in form of a rating scale (see Template 2) that measures the level of performance. ii. Ensure that at least six (6) of the key aspects listed below are incorporated into the key outcomes and key performance indicators. Key Aspects: o adherence to procedures o cost minimisation o customer service standards o level of accuracy in work o personal presentation o productivity o punctuality o response times o team interaction o waste minimisation iii. Compile these criteria into a checklist for each job role that can be used for monitoring the effectiveness of staff as they perform their day-to-day duties in Task 3. d) Develop the annual performance review document addressing the criteria developed in (c) which will be used for the staff performance appraisal Task 3 Monitor staff effectiveness by: a) You will be observed monitoring 2 staff members (your classmates will play role of staff members) performance for 6 of the performance standards listed below as instructed. adherence to procedures cost minimisation customer service standards level of accuracy in work personal presentation productivity punctuality response times team interaction waste minimisation b) You will be required to use the criteria and checklist developed in Task 1 for these tasks. c) During the monitoring of staff performance you will be required to complete the checklist developed in Task 1 and provide supportive feedback on each staff members performance against the specified criteria. d) In cases where you determine that the staff members performance does not meet the required standard, you will be required to provide guidance for how the staff member can improve their performance you will be required to conduct the structured formal counselling and training sessions for 2 employees (your class mates can be employees) in Task 5 of this assessment. Task 5 Your task: Following your observations in Task 3, you are required to conduct each, a training session (1.) and a formal counselling session (2.) to two students who were underperforming during these sessions. 1. Training session: Notes from one of the employees performance You observed one employee performing very well in some areas for example working long hours to complete the tasks and meeting deadlines etc. Feedback also received that the employee is not following the companys Telephone Greetings Policy (See the policy in Additional Information) o Train (role-play) the employee on the identified performance issues and brief the employee on the required performance issues (KPIs) you have identified for the employee. Nature of the training: Performance requirements: Staff member name: Location: Date: Resources: Documentation: Signature staff member: Signature Student: 2. Counselling session: Notes from one of the employees performance An employee from Samoan background complained about the supervisor on comments he made about her background. This employee is attending to all customer issues and concerns and brining quick resolution and this has resulted high level of customer satisfaction in a recent survey. o Counsel (role-play) the employee on the staff complaints and consequences if this problem continues. o Provide feedback to reinforce excellence in customer service. Reason/Nature of the session: Performance requirements: Staff member name: Location: Date: Resources: Signature staff member: Signature Student: