Hotel Paris Case Study

685 Words3 Pages
HUMAN RESOURCE MANAGEMENT PRESENTATION CASE STUDY ON HOTEL PARIS: Performance Appraisal The Hotel Paris Case: The New Performance Management System The hotel Paris's competitive strategy is to “to use superior guest service to differentiate the hotel Paris properties, and to thereby increase the length of stay and return rate of guest, and thus boost revenue and profitability. “HR manager Lisa Cruz must now formulate functional policies and activities that support this competitive strategy, by eliciting the required employee behavior and competencies. Lisa knew that the hotel Paris's performance appraisal system was archaic. When the founder opened their first hotel, they went to an office-supply store and purchased a pad of performance…show more content…
Lisa knew that, among other flaws, this appraisal tool did not force either the employee or the supervisors to focus the appraisal on the extent to which the employee was helping the hotel Paris to achieve its strategic goals. She wanted a system that focused the employee’s attention on taking those actions that would contribute to helping the company achieve its goals, for instance, in terms of improved customer service. Lisa and her team also wanted a performance management system that focused on both competencies and objectives, in designing the new system; their starting point was the job description they had created for the hotel’s employees. These descriptions each included required competencies. Consequently, using a form, the front desk clerk’s appraisal now focus on competencies such as “able to check a guest in or out in 5 min or less.” most service employees’ appraisal include the competency. ”able to exhibit patience and guest support even when busy with…show more content…
Excellent customer service skills . Maintain professional appearance all the time . General knowledge of computer and must be good in calculation . Performance standard • • • • Personal skills Multitasking Equipment Other standards Question 2 Based on that, create a performance appraisal form for appraising the job. PERFORMANCE APPRAISAL FORM EMPLOYEE NAME POSITION APPRAISED BY REVIEW PERIOD DEAPARTMENT DATE OF JOINING DUTIES/RESPONSIBILITIES OF THE EMPLOYEE Rate the employee’s duties/responsibility from 1 to 5 rates being as follows • • • • 1-2 – Unsatisfactory 2-3 – Fair 3-4 – Satisfactory 4-5 – Outstanding Duties/Responsibilities Complete working knowledge of software system understanding of software system and assists 1………….2………..3…………4………….5 1………….2………..3…………4………….5 with reservations Communicates the maintenance requests from the guests. Checks AM and PM discrepancy reports. Can perform all of the front desk functions to include Guest Service Aide, Front Desk Clerk, Reservationists, etc. 1………….2………..3…………4………….5 1………….2………..3…………4………….5
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