Hotel staff performance evaluation plan

Hotel staff performance evaluation plan

Performance management is the most difficult of all human resource management and enterprise management, and it is very complicated in the actual operation process. Below I have prepared a performance appraisal scheme for hotel employees for your reference!

I. Working system

(1) Attendance

1, 2 points will be deducted for being late and leaving early 10 minutes, and 2 points will be deducted for being late and leaving early 10 to 30 minutes (including training and meetings organized by housekeeping department);

2. Deduct 1 minute for each sick leave; Deduct 2 points for each personal leave; Deduct 5 points for each absenteeism;

3. 3 points will be deducted for signing in, signing out and punching in, and 3 points will be deducted for changing posts, shifts and shifts without the consent of the supervisor;

4. According to the needs of hotel work, employees who actively cooperate with overtime will be rewarded with 2 points;

(2) reciprocity, gfd

1. If you meet a colleague or superior and don't say hello, 2 points will be deducted each time;

2. Do not use polite language when receiving guests, and deduct 2 points for poor attitude and tone, and do not smile;

3. Is there no customer service? Please. The word comes first. Thanks? Never leave the mouth 1 point, 5 points for contradicting the guest, and1point for quarreling with the guest;

4. If the service attitude is not good, 5 points will be deducted for a guest's oral complaint, and 10 will be deducted for a guest's written complaint. If the circumstances are serious, they will be dismissed according to the hotel system.

5. Deduction of 1 point for failure to follow the prescribed procedures;

6, did not take the initiative to help guests carry luggage, press the elevator. ; Did not do a good job of escort service, deducted 2 points each time;

7, swearing, guests can't understand when talking in front of guests. Dialect deducted 2 points;

8.gfd does not meet the hotel standards 1 point;

9. When guests smoke, get manicures, pick their teeth, etc. Deduct 2 points each time in front of the guests and in the guest activity area;

(3) Work discipline

1, take the passenger elevator privately, and deduct 2 points for using the facilities and equipment of the passenger elevator;

2. Deduct 2 points for doing private work, gathering in public areas and chatting in workshops during working hours;

3, do not obey the job transfer, do not obey the superior command, do not accept opinions with an open mind, and the lower level will be deducted 3 points each time against the superior;

4. Deduct 2 points for making personal phone calls, reading newspapers, smoking in non-designated areas and watching TV in guest rooms during working hours;

5. Those who ask for tips from guests will be deducted 5 points and reported to the hotel for handling.

6, damage to public property, take room items, 4 points, if the circumstances are serious, report to the hotel for processing;

7. If there is any violation of the relevant regulations of the hotel and the department, the system will deal with it according to the circumstances and deduct the score of the month (see relevant rules and regulations for specific standards);

8. Deduct 1 minute every time the service room and work car are dirty (employees on duty);

9. Employees who fail to report drinks or are taken away from the guest room by guests, or who fail to report or return lent items, will be deducted 2 points each time; If the circumstances are serious, additional compensation shall be made;

10, employees who fail to recycle items according to regulations will be deducted 1 minute each time;

1 1, the carpet in the corridor has serious stains and paper scraps, there are more than three cigarette butts in the chimney of the passenger elevator, and there is garbage in the rest of the corridor. The employee on duty will be deducted 1 minute each time;

12. Employees will be deducted 5 points each time for sending off articles to friends of employees in other departments without permission. If the circumstances are serious, it will be reported to the hotel for handling;

13, the floor staff did not answer the intercom in time, which affected the customer service staff, and deducted 2 points each time;

14, failing to operate safely according to working procedures, each person will be deducted 1 minute. (such as knocking at the door, wiping electrical appliances with a wet rag, etc.). );

15. Employees will be deducted 10 every time they hide or take away guests' belongings. And report to the hotel for processing;

16. If the fixed property in the floor is damaged or disappeared, 2 points will be deducted for each item;

17. Employees will be deducted 2 points for littering and spitting in the work area;

18. In case of conflict between employees and employees or employees of other departments, 10 will be deducted each time;

19, 1 min. Each plan will be deducted once a day if it is not completed well;

20, get the guest and hotel notice praise, each person 10 points;

2 1. If the work key is not returned in time, 10 will be deducted each time; The employee intentionally damages the key and cancels the qualification of the month's selection, depending on the circumstances;

22, engineering personnel to repair the room, employees didn't clean before coming off work, each room 2 points;

Second, the work business skills assessment

(A) Hotel knowledge

1, business hours, locations, business characteristics, contact numbers, etc. Every business area of the hotel;

2. The corresponding management rules and regulations of hotels and departments;

3. Knowledge of business skills in this position;

Business skills

1, bed-making skills must be tested every time;

2. The sanitary quality of the room is scored by the foreman's rounds every day, and the scoring supervisor scores according to the room checklist, records it, and calculates the average score at the end of the month;

Third, the approval of immediate superiors and managers.

According to the employee's performance during the on-the-job period, the employee's direct supervisor and manager give the employee an assessment score.

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