How to do the performance appraisal of hotel employees?

Determine performance indicators (KPO) and assessment methods, and the determination of assessment indicators should follow the SMART principle:

S (Specific)-Is the goal specific?

M (Measurable)-Is the goal measurable?

A (achievable)-Can the goal be achieved?

R (relevance)-Is the goal closely related to the job?

T(time-base)- Is there a definite time requirement for achieving the goal?

Evaluate employees from three aspects:

Evaluation of employees' knowledge and skills: according to employees' basic quality and ability index, it is believed that good knowledge and skills will bring good performance, but if employees' work deviates from the strategic objectives and service purposes of enterprises, the performance of enterprises and individuals will eventually deteriorate;

Evaluation of employees' professional attitude: based on personal accomplishment, it is believed that a good attitude can create good performance, but if a good attitude is not based on good ability, there will be no good performance;

Taking work performance as the assessment target: usually called target assessment, it is based on work results, divorced from specific people, and only assesses the results of the work itself. It is the most widely used assessment method in modern enterprises; Many enterprises combine the three methods, but the third evaluation method is still the main one.

The hotel will ask the supervisor to evaluate the employees regularly, such as once every three months, once every six months and once a year. What can you do to help employees improve their service level before, during and after the evaluation?

Before evaluation:

Set goals that need to be evaluated. Think about what you want to say. Practice in advance if necessary;

Record the performance of employees once a week. So you can have something to say in the employee evaluation. With the record, it will be easier for you to prepare for the evaluation.

Evaluation needs to consider choosing a convenient time and place, and let employees know the time and place of evaluation as soon as possible. Have enough time, and don't arrange the evaluation time between operations or during meals.

Materials should be fully prepared, understand the employee's job requirements and each specific work standard, consult the employee's performance records you keep, communicate with other supervisors, and understand the employee's work.

A few days before the evaluation, give employees a blank evaluation form, let employees conduct self-evaluation first, and give it to you before the evaluation.

Fill in the evaluation form and decide how to discuss the content with employees. Be prepared to give a good reason for your comments. For example, during the evaluation process, employees may say, "I think you should give me an excellent cooperation. Why give me an excellent cooperation?" At this time, you should be able to explain clearly to employees with specific and clear standards.

Evaluation period:

Encourage employees to talk to you. Your attitude should be positive and sincere.

Praise employees for their work achievements.

If you want to discuss welfare issues with employees, you should come straight to the point and let employees pay attention to your conversation instead of hesitating for a long time.

If this is not the first employee evaluation, you can ask employees to talk about the progress made so far in the last evaluation. Compare your score with the employee's own self-assessment. Discuss the difference between the two evaluations with them.

Explain your assessment and focus on the job, not the employees themselves. You can say "you need to clean the room faster" instead of "you are lazy".

Develop measurable goals and mutually acceptable action plans to help employees improve their work. Let employees express their opinions first, and then you put forward your opinions. Ask employees if they have any other suggestions.

Show that you are willing to help employees improve.

Please sign the examination form, one for employees, one for file and one for the department to keep.

After evaluation:

Evaluate this interview and consider what can be improved;

In the tutorial class, help employees improve their work performance according to the questions raised by the evaluation;

Give praise to employees when they reach the assessment target;

Set a time for the next conversation so as to discuss their progress with employees.

Performance utilization:

One of the important contents of performance management, the application of performance evaluation results, at present, most enterprises only stay at the level of bonus distribution, in fact, the application of performance can be reflected in the following six aspects:

Salary adjustment: first, it is used to adjust the annual salary of employees, so that the salary of good employees can be improved and the salary of poor employees can be reduced; Second, according to the annual assessment results, decide whether to adjust the salary and the adjustment range;

Performance bonus distribution: provide basis for monthly, quarterly and annual bonus distribution;

Promotion and post adjustment: continuous assessment records provide a basis for employees' promotion, and excellent talents can be found and arranged to work in suitable posts; At the same time, we can also find that the working ability and performance of employees are not suitable for the current position, and adjust them to new positions in a planned and organized way;

Education and training: By recording the cumulative assessment results, managers can find the gap between employees and organizational requirements, so as to organize relevant training activities in time;

Activate backward employees: employees with poor assessment results will be eliminated by enterprises. Therefore, enterprises can provide retraining opportunities for these employees and activate them;

Guiding employees' career development: In the process of continuous evaluation of employees, managers can discover employees' potential and career orientation, and help employees to re-plan and adjust their career development.