Performance evaluation of serviced apartment

XX Hotel Comprehensive Performance Appraisal Scheme

I. General principles

(1) In order to ensure the realization of the overall goal of the hotel, establish an effective supervision and incentive mechanism, strengthen the cooperation ability among departments, and improve the hotel management mechanism, this scheme is specially formulated.

(2) This performance appraisal scheme is applicable to all departments of the hotel.

Second, the purpose of the assessment

The results of performance appraisal are used as the basis for monthly bonus collection, excellent department selection and year-end bonus distribution.

Third, the evaluation principle

In order to give full play to the diagnostic role of performance appraisal in the company's operation and management at all stages and the guiding role in the work of various departments, performance appraisal follows the following principles: openness and fairness. Transparent and open evaluation contents, evaluation standards, scoring rules, evaluation procedures and evaluation results will form a correct orientation for all departments of the hotel and form a healthy competition mechanism within the hotel.

Four. Contents and methods of evaluation

(1) Appraisal period: the deadline is the current month, and the specific time period is from 2 1 last month to the 20th of this month.

(2) According to the accounting of the hotel management by the Finance Department, the performance bonus for the management department is set, and the logistics department draws the bonus according to a certain proportion.

(3) Evaluation content:

1. Department assessment method: comprehensive assessment method.

2. See attached tables (1) and (2) for the evaluation contents.

Verb (abbreviation of verb) evaluation procedure and method

(1) Composition of each performance evaluator: It consists of the first person in charge of the department, the executive general manager and the general manager.

(II) Responsibilities of each evaluator: Responsible for grading the evaluators.

(3) Scoring rules:

1, total score of each department 100.

2. The assessor scores comprehensively according to Schedule (1), and finally gets the average score.

3. Calculation method of departmental bonus: departmental bonus = comprehensive score/100* bonus.

4. The general manager's office will distribute the comprehensive evaluation form to all departments and raters on 2 1 day every month. Each department shall complete the comprehensive evaluation before 24th of each month and submit it to the general manager's office. The general manager's office shall complete the comprehensive evaluation summary before 25th of each month and submit it to the Finance Department on 26th.

(4) If the comprehensive score is above 95 (including 95), it is 100.

Six, data sorting and archiving

After the monthly assessment, the general manager's office will sort out and file all the information.

XX hotel

June 6(th), 2006

Annex I:

Comprehensive performance appraisal form 1

No. Appraisal Item Appraisal Content Scoring Appraisal Scoring Remarks

(a) the public * * *

1 executive ability

(20 points) Be able to complete various objectives and tasks on time, accurately and timely convey hotel regulations, and the awareness rate of department employees is over 100%. 16-20

Basically finish the objectives and tasks on time, and occasionally fail to convey the hotel regulations in time, which is known to more than 90% of the department employees. 15- 10

The completion of various objectives and tasks was delayed, and the implementation of hotel regulations was slightly deviated by the department, which was basically completed after the guidance of superiors. 4-9

The objectives and tasks were not completed, and there were major mistakes in implementing the hotel rules and regulations, which had a negative impact on the implementation of this work. 0-3

2. Departmental cooperation

(10) Be able to actively cooperate with relevant departments and complete the corresponding work in time. 9- 10

Do a good job of proper cooperation between departments and complete the corresponding work within the specified time. 5-8

Basically cooperate with relevant departments and basically complete or exceed the corresponding work. 1-4

Can't cooperate with other departments and entrust each other with their work. 0

3 Training work

(15) can effectively and punctually do the training work of this department, and the training effect is excellent. 1 1- 15

Can complete the training work of this department, and the training effect is average. 5- 10

Can complete the training, but the training effect can not reach the goal. 1-4

No training of any kind was conducted. 0

4 employee stability

(5 points) Pay attention to the construction of staff, actively communicate with employees, and reasonably control the turnover rate of employees in the department. five

Pay more attention to the construction of staff, be able to communicate with employees, and the turnover rate of employees in the department is basically normal. 3-4

Do not pay attention to communication with employees and stabilize the workforce, and the turnover rate of departmental employees is high. 1-2

Poor communication with employees, more complaints from employees, inability to effectively stabilize the workforce, and frequent employee turnover. 0

5 work efficiency

(10) Always take the initiative to finish the task ahead of schedule. 9- 10

Work more actively and smoothly, without the supervision of superiors. 5-8

Very little initiative, need to be urged by superiors to complete. 1-4

I am extremely inactive in my work, and I still can't finish my work under the urging of my superiors. 0

6 manners, codes of conduct, rules and regulations (5 points). Deduct points according to the understanding of the disciplinary situation of department employees. If an employee violates the disciplinary situations in Item (1) and Item (2) of the Employee Manual, 1 minute/time will be deducted; if the disciplinary situation in Item (3) of the Employee Manual occurs, 2 points/time will be deducted. five

7 Health quality, service quality, facilities and equipment maintenance (10) Health, service, facilities and equipment were well maintained, and no ticket was issued during the quality inspection. 9- 10

Health, service, facilities and equipment maintenance are basically qualified, and a fine of 1-2 times was issued during quality inspection. 5-8

Health, services, facilities and equipment maintenance barely qualified, and was fined 3-5 times during quality inspection. 1-4

Health, services, facilities and equipment maintenance are unqualified, and they are fined for more than 5 times during quality inspection.

8. Attendance rate of labor discipline (5 points) is based on the comprehensive score of department attendance, attendance and labor discipline. Late arrival and early departure will be deducted 1 minute/time, and absenteeism 1 day will be deducted 2 points/time, and this score will be deducted until the end. five

(B) Department professional evaluation part

9 Finance Department:

Purchasing, warehouse support, cashier skills and skills

(20 points) Be able to purchase materials and articles back in time within the time required by the department, the purchasing quality meets the requirements, the goods are managed in an orderly manner in the warehouse, the cashier has high professional skills, and there are no mistakes and complaints. 16-20

Basically, the procurement can be completed within the time required by the department, the procurement quality meets the requirements, the warehouse's ability to manage goods meets the requirements of the department, and the cashier's professional skills are good. 1 Errors or complaints. 1 1- 15

Can timely purchase materials and articles within the time required by the department, with poor purchasing quality, and the warehouse article management can basically meet the requirements of the department. Cashier's professional skills are average, with 2 mistakes or complaints. 6- 10

Department procurement was completed over time, warehouse management was not in place, cashier's professional skills were average, and there were more than 3 mistakes or complaints. 1-5

The purchase completion is seriously not in place. 0

10 General Manager's Office:

Personnel recruitment and logistics support

(20 points) Provide qualified candidates at all times, replenish personnel in time according to the needs of departments, and provide logistics support in time. 16-20

Candidates who meet the quality standards can often be provided. According to the type of department staff, the staff can be replenished to 15 days within one week, and the logistics support can basically meet the requirements. 1 1- 15

Can basically provide qualified candidates, vacancies are generally in place within 30 days; Logistics support is average. 6- 10

It is impossible to provide qualified candidates, it is difficult to replace those who are absent, and it will take less than 30 days to replace them. There is no logistics guarantee. 1-5

1 1 Security Department:

safe operation

(20 points) High awareness of fire prevention and theft, no hidden danger of fire and theft. 16-20

Pay attention to safety precautions and rectify hidden dangers of fire and theft in time. 1 1- 15

Pay more attention to safety precautions and rectify hidden dangers of fire and theft in time. 6- 10

Failing to pay attention to safety precautions, finding that the hidden dangers of fire and theft have not been rectified, causing major safety hazards, and repeatedly urging the parties to rectify them. 1-5

12 engineering department:

Professional skills of equipment maintenance and engineering

(20 points) Apply for maintenance within the specified time in advance according to the needs of the user department, and the maintenance effect meets the requirements of the department. Facilities and equipment should be cleaned and maintained regularly to prolong their service life and maintain a high level of professional skills. 16-20

According to the needs of the user departments, the repair report of each department is completed within the specified date, and the maintenance effect meets the requirements. Regular cleaning and maintenance of facilities and equipment to ensure the normal use of equipment. The level of professional skills in maintenance is average, and the repair of 1-2 can't meet the requirements of the department. 1 1- 15

According to the needs of the user department, the maintenance of facilities and equipment is not timely, and the cleaning and maintenance of facilities and equipment is postponed, basically ensuring the normal use of equipment, and the level of professional skills in maintenance is average. After 3-5 maintenance, it still can't meet the requirements of the department. 6- 10

According to the needs of user departments, the maintenance of facilities and equipment was postponed. Due to improper use and maintenance of equipment, major equipment damage accidents occurred, causing great losses to the hotel, and the maintenance failed to meet the requirements of the department for more than 5 times. 1-5

13 Front Office Sales Department:

Market development and customer management

(20 points) Have a complete customer file, regularly collect the opinions of at least 30 customers, sign more than 45 new customers, and timely feed back the sales reservation to relevant departments (including contractors, etc. ), and feedback the complaint information in time. 16-20

Have a complete customer file, regularly collect the opinions of at least 20 customers, sign more than 30 new customers, and 1 sales appointment is not reported to relevant departments (including contractors, etc.). ) in time. 1 1- 15

There are 80-90% customer files, not less than 15 customers, more than 20 new customers, and the sales appointment has not been reported to the relevant departments (including contractors, etc.). ) twice. 6- 10

Less than 70% of customers' files, less than 65,438+00 of customers' opinions were collected, and more than 65,438+05 of new customers signed contracts, which failed to feed back the reservation information to relevant departments (including contractors). ) Three times or more in time. 1-5

14 professional skills and skills (20 points) The employees in the department have good professional skills and skills, and the overall service level is high, which is well received by the guests, and there are no complaints caused by skills and skills. 16-20

Department employees have good professional skills and high overall service level. Customer complaints caused by skills are 1-2. 1 1- 15

Department employees have good professional skills and skills, and the overall service level is average. There are 3-4 complaints about skills and skills. 6- 10

Department employees have good professional skills and skills, and the overall service level is average. Complained by guests for more than 5 times due to technical problems. 1-5

Annex II:

Comprehensive Performance Appraisal Table 2

Opinions on departmental assessment items

The total score of the projects of Tea Art Department 1 to 8 and 14 is 100.

Food and Beverage Department 1 to 8, 14 total score 100.

Housekeeping department 1 to 8 items, 14 total score 100 points.

The total score of the entertainment department 1 to 8 and 14 is 100.

Front Office 1 to 8 items, 13 total score 100 points.

General manager's office 1 8, 10 total score 100.

Finance Department 1 to 8,9 total score 100.

Engineering 1 to 8 12 Total score 100.

Security department 1 to 8 items, 1 1 total score 100 points.

Note: The scores of all departments add up to form a comprehensive score.

Schedule 3

Department comprehensive performance appraisal scale

Month:

Valuation officer

The department that evaluates the project score.

Tea Department, Catering Department, Housekeeping Department, Entertainment Department, Finance Department, Front Office, Sales Department, Security Department, Engineering Department, General Manager Office, Executive General Manager.

1 item (20 points)

Item 2 (10)

Item 3 (15)

Item 4 (5 points)

Item 5 (10)

Item 6 (5 points)