Methods of improving hotel performance management

Performance management is one of the important methods of hotel internal management at present. Proper application of performance management can stimulate employees' work potential, maintain the smooth operation of the organization and promote hotel performance; However, if it is not properly used, it will lead to the opposition between examiners and candidates, which will further affect the enthusiasm of teamwork and reduce organizational performance.

Problems existing in hotel performance management

1. as a management error assessment

The author found that many hotels are carrying out performance management when conducting relevant research in hotel enterprises, but when asked about the effect, almost all the staff reflected that although the industry claimed that its effect was obvious, it was actually like a "chicken rib", which was tasteless to eat and a pity to abandon.

You don't have to rummage through the contents of the performance management documents of each hotel, you can see the clue only by looking at the name of the document on the cover. At present, the names of hotel performance management documents are generally * * company performance management assessment methods, * * company performance assessment management methods or * * company performance assessment methods, and the word "assessment" appears in all three types of names. That's the reason. Hotels mistake "performance appraisal" for "performance management". Do you know that "performance appraisal" is only one of the five links of performance management?

2. Think that performance management is the work of human resources department.

After the hotel decided to implement performance management, the responsibility naturally fell to the human resources department. The human resources department is responsible for organizing learning and designing implementation plans. When the effect is not ideal, the human resources department naturally becomes the object of direct criticism.

The author heard some business department leaders reflect: "most people can't get bonuses when they take exams, so we have to do things that offend people." The human resources department is really annoying. "

Another department manager said, "The human resources department has made so many confusing forms and added so much extra work to us, but we haven't seen any improvement in our work."

It is not difficult to see that everyone thinks that the culprit should be the human resources department. Do you know that performance management is a matter for every manager and even every employee, not for human resources?

3. The effect of performance management is too simple.

At present, the practice of most hotels is to link the performance appraisal results with wages and bonuses. The salary bonus with good performance is high, and the salary bonus with poor performance is high. If the evaluation results of performance management are only applied here, it obviously makes this work too isolated and naturally limits its role.

Imagine, how many hotels apply the results of performance management to the annual appraisal of employees, and how many hotels compare the performance appraisal results of the first two periods horizontally, paying attention to whether the assessed is progressing or regressing?

Five links to improve performance management

1. Carefully break down the objectives and make a performance plan.

Performance planning is a process in which hotel leaders and subordinates fully discuss what work to be completed and what standards to achieve during the assessment period, and form a contract. As a powerful tool of performance management, it reflects the seriousness of the performance indicators promised between superiors and subordinates, and can organically combine the overall interests of the hotel with the personal interests of employees to ensure the realization of the overall work objectives of the hotel.

Through the performance plan, the goal of each position is clear. In the planning process, the overall performance plan of the hotel can be appropriately transformed into the specific objectives of each business unit, and individuals or organizations can clearly define the expected results that should be achieved through efforts in a certain period of time.

Carefully set key performance indicators so that each goal can be measured. KPI (Key Performance Indicator Index) is the refinement and induction of key success factors in hotel operation, and it is a tool to decompose hotel strategic objectives into directly measurable operational objectives.

2. Carefully predict the environment and implement the performance.

Performance implementation is an important part of performance management, and it is also the most easily overlooked part of performance management.

Pay attention to continuous performance communication. In the stage of performance implementation, managers should constantly communicate with employees. Through communication, some links in the performance plan can be adjusted in time according to the actual situation of hotel operation. At the same time, communication can also find out the difficulties encountered by employees in the work process in time and provide help and support for employees. Another point that we can't ignore is that employees are eager to get feedback of work results in time, praise and affirm the good parts of employees and correct the shortcomings in time, which is an incentive for employees themselves.

Strengthen the collection and recording of performance information. The next step of performance implementation is performance appraisal. I would like to ask: "What is the basis for our performance appraisal of employees at present?" Perhaps this question will confuse many managers.

This shows that there are obvious loopholes in the collection and arrangement of performance information in hotels, or that many managers don't collect information at ordinary times, so that only the information at the end of the period is kept in their minds when evaluating, and the final judgment can only rely on feelings and impressions. In order to make performance management fair and objective, hotels must strengthen the information recording in performance implementation, and clearly record the initial and mid-term performance, so as to provide the most accurate and comprehensive reference for other work of performance management in the future.

3. Carefully evaluate the performance and do a good job in performance appraisal.

At present, performance appraisal is widely used in hotels and attracts the highest attention. So this part of the work has a certain level. Even so, many hotels still have some problems in the specific performance appraisal methods. At present, many methods are scoring each other, which is what we often call the 360-degree performance evaluation method; The other is management by objectives around business indicators. In fact, many methods of performance appraisal are also very scientific and feasible, such as permutation method, paired comparison method, key event method and so on.

It should be noted that the nature of performance indicators is different, and the evaluation methods also have their own characteristics. Managers should closely link them, choose the most suitable evaluation method according to different indicators, and maximize the fairness and accuracy of evaluation.

4. Communicate the situation carefully and give good performance feedback.

The purpose of performance management is to let employees know that their performance is compared with the original goal. Feedback evaluation information can make employees aware of their strengths and weaknesses, and make employees form a comprehensive evaluation of their performance.

First of all, we should realize the important role of performance feedback. Managers will feedback the results of performance appraisal to employees, so that managers and employees can reach a * * * understanding of performance results, which can better help employees accept it.

Performance feedback can let the assessed know their own performance, strengthen their own advantages, help employees find the reasons for poor performance, and guide employees to improve in the next cycle.

This kind of feedback is also beneficial to employees' performance complaints and corrects managers' improper or wrong behaviors in performance management. In a word, performance feedback is an important part of performance management and must be highly valued.

Secondly, pay attention to the general skills of performance feedback. Feedback skills are very important in this link, and proper use will make the feedback effect twice the result with half the effort.

In this process, we should pay special attention to the following issues: First, the evaluation results should be specific. Second, different methods should be used to evaluate different projects. For example, to evaluate the attitude of waiters, don't tell the results directly, but guide employees to make their own judgments and draw conclusions with the help of key events. Third, the evaluation should point out both shortcomings and progress. Fourth, avoid using extreme words in the evaluation. In short, only in the most appropriate way can we produce the most ideal effect.

5. Seriously improve the work and improve the performance.

The ultimate goal of performance management is to improve the overall performance of the hotel. Therefore, performance improvement is an important link to show the effect of performance management.

Clarify the key points of performance improvement. To improve performance, we must first determine the main points of improvement, so as to make performance management more targeted. The main points of performance improvement generally come from two aspects, one is the new development goal of the hotel. In the course of operation, with the changes of environment, situation and other factors, hotels will adjust their goals and directions in a planned way. The newly determined goal should be the focus of performance management in the next step. Second, what employees or other business units think needs to be improved in the early assessment should also be regarded as the breakthrough point of performance improvement in the next period.

Choose scientific performance improvement methods. The method of performance improvement depends on different levels of employees. Generally speaking, employees can learn from managers or experienced colleagues, participate in training inside and outside the hotel, and conduct training under the guidance of managers. Managers can participate in performance management training inside and outside the hotel, learn from experienced managers and consult human resource management experts.