Professional Documents
Culture Documents
MANAGEMENT
PRESENTATION
CASE STUDY
ON
HOTEL PARIS: Performance Appraisal
Submitted By
Pawan Gupta(113205)
Shikha Pandey(113230)
Sumesh Karat(113242)
MBA (MU) Sec -B
customer oriented, and to be team player. Each of these competencies derives from
the hotels aim of becoming more service oriented.
Question 1 Pick out one job, such as front-desk clerk. Based on any
information you have write a list of duties, competencies and performance
standards for that chosen job
Duties of front-desk clerk
Check In
Communication
Administration
Customer service
Check complains
Guest information
Performance standard
Personal skills
Multitasking
Equipment
Other standards
REVIEW PERIOD
POSITION
DEAPARTMENT
APPRAISED BY
DATE OF JOINING
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
with reservations
Communicates the maintenance requests from
1.2..34.5
1.2..34.5
1.2..34.5
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..34.5
1.2..34.5
Job Competencies
Rate the employees Competencies from 1 to 5. Rates being as follows
1-2 Unsatisfactory
2-3 Fair
3-4 Satisfactory
4-5 Outstanding
COMPETENCIES
Able to check a guest in or out in less than five
minutes.
1.2..34.5
Time management.
1.2..34.5
Customer Focus
1.2..34.5
Communication
1.2..34.5
Professional Demeanor and Appearance.
1.2..34.5
Process queries of the customers quickly.
Development Plan
1.2..34.5
Development
Goals
1
Development
Activities
Due Date
Status
Comment
3
SIGN OFF
PLANNING
Manager
Manager
REVIEW
Date
Date
Employee
Employee
Date
Date
Employees with a positive energy who are capable of handling situations when there are some ups and
downs.
employees who provide superior customer value to the guests.
employees who are able to engage in various activities (multi-tasking).
employees with positive thoughts and attitude towards one another.
Based On The Hotel Stated strategy list at least four important employee behaviors for the Hotel Paris's
Staff exhibit.
Employee Behaviors for Staff
1- Treat guest friendly and respectful
Add level of comfort to their stay
Warm friendly greeting is more effective than formal
Put yourself in guests shoes
Culturally styles of greeting and conversation
Learning a few foreign language can make a big difference
End conversation with thank you
Employee Behaviors for Staff (cont'd)
2. Establish Common Standard of Behavior
Training employees base on hotels standard
Include: greeting, interacting with guest , problem solving for guest
Being friendly, respectful when meeting guest
Built good relationship with guests
Always willing to help