Problems and Countermeasures of Hotel Performance Management

I. Overview of Hotel Performance Management

Hotel performance management aims at improving operating efficiency, and hotel managers and employees have the same interests after reaching the same interests, thus promoting the realization of hotel business objectives. Hotel performance management is actually a communication process between managers and employees. The whole process is centered on human activities, and the goal is achieved through the management of people. The main contents of hotel performance management include management objectives, evaluation system, management organization and management process. Management goal is the starting point and expected result of performance management, which can be divided into hotel goal, team goal and individual goal according to levels. Long-term management objectives can ensure the long-term interests of hotels and improve their competitiveness; Short-term management objectives are more targeted and can quickly deal with problems in management. It can be seen that the goal of hotel performance management should be both long-term and short-term, and the stable development of the hotel can be realized by closely combining the long-term and short-term goals. The evaluation system is to evaluate the effectiveness of management. From the reality of the hotel, the evaluation system should consider both the internal and external factors of the hotel, so as to improve the authenticity of the evaluation and promote the smooth progress of performance management. In the evaluation, we should adhere to the principles of objectivity, fairness and openness, and we should not spend money indiscriminately for personal reasons, otherwise the performance evaluation will lose its due role. Performance management needs strong organizational guarantee. This organization includes not only hotel leaders, but also personnel departments and staff supervision teams. Only in this way can we find the loopholes in management and optimize the management process. The management process takes continuous communication as the core, evaluation as the key and management improvement as the goal. Based on the strategic objectives of the hotel, the management process improves the problems existing in the past management through reasonable evaluation, and then carries out targeted training for employees to improve their skills, or makes corresponding personnel changes according to their performance.

Second, the main methods of hotel performance management

(A) management by objectives

Management by objectives means that each employee makes unique achievements to achieve sub-objectives according to certain organizational goals and his own responsibilities, and finds out the shortcomings and establishes the goals for the next stage according to the gap between the goals and the actual results in the corresponding assessment. Management by objectives attaches importance to human factors, takes goals as a means of contact, and attaches importance to individual achievements. Management by objectives generally has three stages: setting objectives, managing the realization process of objectives, and evaluating objectives. In the performance management of hotels, it is generally achieved through discussion between superiors and subordinates. Goals must be achievable and can be modified according to specific circumstances. In the process of achieving the goal, hotel managers should give the task implementers full freedom, but this does not mean that they should not be inspected. On the one hand, they should check regularly, on the other hand, they should inform the progress of the task and help employees overcome difficulties. In the evaluation stage, firstly, employees should summarize their work and submit a paper report; Secondly, discuss the work with employees and find out the reasons; Finally, it is necessary to set the work objectives for the next stage and start a new management cycle.

(B) 360-degree performance evaluation method

360-degree performance evaluation method is to evaluate the examinee from many angles, and improve performance by summing up experiences and lessons and changing behavior habits. You can conduct 360-degree performance evaluation from the perspectives of superiors, colleagues, yourself and customers, so as to clearly understand your own shortcomings and promote career development. Carrying out 360-degree performance evaluation in hotel management is of great significance to employees themselves and the development of hotels: on the one hand, for employees themselves, employees can have a deeper understanding of themselves through various evaluations, which is conducive to solving contradictions with hotels and promoting career development; On the other hand, for hotels, 360-degree performance evaluation is conducive to enhancing communication between hotel managers and employees, increasing employee participation, creating a good working atmosphere and promoting the overall operational efficiency of the hotel.

(C) Evaluation method of economic added value

The evaluation method of economic added value refers to the method of measuring employees' work efficiency with added value. In the current market economy, the operation of enterprises is valuable only if the income is higher than the input. Therefore, the evaluation method of economic added value can truly reflect the value creativity of employees. The economic value-added rating method reflects the added value of capital, not the profits of enterprises. The application of economic value-added evaluation method in hotel management can understand the added value of different departments, institutions, customers or products of the hotel, emphasize the role of value-added capital, and can effectively motivate. The economic value-added method is only applicable to growing or mature hotels, but it is easy to be influenced by shareholders or investors, so it is difficult in practice.

(D) Key performance indicators method

The key performance indicator method refers to making each element clear their respective responsibilities through the interests of employees, departments and the whole. In the application of key performance indicators, on the one hand, the key indicators of enterprises are defined by analyzing the strategic objectives of enterprises; On the other hand, analyze the responsibilities and business of the department and determine the key indicators of the department; Finally, according to personal job responsibilities and business, determine personal key indicators. These three indicators * * * constitute an indicator system to guide managers to use the corresponding indicators for performance management. When the hotel formulates the index system, it should first make clear the strategic objectives of the hotel and the business priorities of each department, then determine the corresponding indicators, analyze the relevant factors, determine the task realization process, and determine the evaluation rules at the same time, so as to objectively and accurately reflect the performance of the evaluated person.

(5) Balanced Scorecard method

The balanced scorecard method measures the performance from two angles: finance and customers, which not only evaluates the business situation of the previous stage of the enterprise, but also understands the development potential of the enterprise. In addition, the evaluation from the customer's point of view can fully evaluate the relationship between the long-term goals and short-term goals of the enterprise. Using the balanced scorecard method in hotel evaluation, we should understand the financial income and expenditure of the hotel from the financial point of view and make corresponding evaluation; From the customer's point of view, it is necessary to evaluate the quality and performance of hotel services; In addition, it is necessary to meet the needs of staff quality development, let staff continue to learn and innovate, and make full human preparation for the growth of the hotel.

Third, the main problems in hotel performance management

(A) the lack of systematic performance appraisal, lack of guidance on employee behavior

General performance appraisal uses accurate data to evaluate the degree of employees' completion of tasks, but some hotels have too few assessment contents, ignoring the process and methods of completing tasks. For example, the assessment of business departments needs to be based on gross profit margin, accident rate and employee training.

(B) the lack of correct performance appraisal methods

At present, the assessment of hotels is based on quantitative data, that is, pure income and expenditure, and qualitative management, that is, the performance of managers is assessed through talks and seminars. In this way, the subject of the assessed is vague and not specific, which will dampen the enthusiasm of employees and cannot motivate or spur employees with different performances.

(C) the evaluation results are not true

At present, the evaluation of hotel managers is too subjective, lacking enough real reference data, and the evaluation results are prone to deviation. In addition, most hotels' performance rewards are in the form of bonuses. If the bonus gap is too small, it is difficult for employees with poor performance to get incentives. Most of them take an indifferent attitude and lack a continuous reward mechanism. After running for a period of time, it is easy to cover up and the assessment becomes a mere formality.

(d) Low utilization rate of performance appraisal information

At present, the performance appraisal information of hotels is mostly used for the salary distribution of employees, but rarely used for the promotion and training of employees, making other functions of performance appraisal a decoration. On the one hand, performance appraisal should evaluate employees' work, let employees find their own shortcomings and advantages, foster strengths and circumvent weaknesses, improve employees' behavior, and finally achieve the purpose of employees' personal development, which shows that it is closely related to employees' personal interests; On the other hand, the assessment of employees and hotels is not only the task of the management department, but also the cooperation of different departments. In the assessment process, different departments need to coordinate and communicate to make a fair and just evaluation.

(E) feedback on the evaluation results is not timely.

The ultimate goal of assessment is to improve the overall management level of the hotel and achieve the business objectives. However, the assessment department did not pay enough attention to the results reflected in the performance assessment, and simply announced the assessment results, without face-to-face communication with employees or analyzing the reasons for this result with employees.

Fourth, measures to improve the effectiveness of hotel performance management

(A) to develop a reasonable performance appraisal plan

First of all, before doing the performance appraisal, we should understand the hotel's business plan, the department's development plan and the employee's personal plan. Secondly, we should actively communicate with departments and employees to make them clear about the assessment indicators and possible problems in the assessment, and actively formulate solutions to the problems. Finally, carefully examine and approve the assessment plan and sign it. For example, to make an assessment plan for the hotel, we must first make it clear that the hotel's business target this year is 3 million, of which the housekeeping department plans to make a profit of 1 10,000, the catering department plans to make a profit of10.5 million, and the balance of other departments plans to be 500,000. Then the assessment department should take the initiative to discuss the feasibility of the scheme with all departments, adjust the objectives in time, and finally finalize the assessment indicators.

(2) Communicate with all departments and employees in time during the assessment.

Performance appraisal is a two-way, continuous communication, and should not be a simple report. On the one hand, timely communication in the process of performance implementation can adjust the performance plan in time. The performance plan is not static, and it is likely to change due to changes in hotel management and individuals during the implementation process. Therefore, it is very necessary to make adjustments according to different external environments. On the other hand, timely communication can make employees have a more complete understanding of the implementation of performance. The implementation of performance is definitely not smooth sailing. Managers should let employees know the implementation of performance in time and improve their work in time. Third, timely communication with employees can obtain necessary assessment information and prevent problems caused by emergencies.

Collect performance information objectively and fairly.

Most of the performance appraisal information comes from the process of performance implementation, and the evaluator should record it in time to improve the accuracy of the assessment. Hotels belong to the service industry, and the products they provide are intangible. Therefore, the evaluator should observe and record the behaviors of different employees in different positions as the basis for evaluation. Such as waiters, evaluators should evaluate the service quality of waiters according to observation, customer opinions and other forms. If it is to provide tangible services, it should be evaluated by collecting specific results. For example, if the service provided by the chef is food, the evaluator can evaluate it according to the quality of the food and the customer's reaction.

(4) Reasonable performance evaluation.

On the one hand, in order to improve the accuracy of evaluation, it is necessary to know the evaluated position. For example, when evaluating restaurant service personnel, we should fully understand their service contents and not generalize them. On the other hand, in the evaluation process, we should fully listen to the evaluation of relevant personnel. For example, when evaluating the restaurant service personnel, we should fully listen to the evaluation of the restaurant manager, so as to realize the scientific evaluation, and at the same time, we can urge the restaurant manager to better complete the department's work objectives. In the process of evaluation, it is difficult to avoid employees feeling unfair. In this case, employees can refuse to sign the evaluation results, they can appeal to the competent authorities and submit a complaint report within the prescribed time limit. The evaluation team should deal with it in time, ensure the fairness and justice of the evaluation, and resolutely give employees a satisfactory answer.

(5) Do a good job of performance feedback.

Doing a good job of performance feedback can help employees understand their work and improve their satisfaction with the evaluation work. In general, the interview feedback method can be used. The evaluator should discuss with the assessed according to the previous stage's work, that is, let the employees talk about their understanding of the previous stage's work, and also need the evaluator to evaluate the employees' work according to the facts to prevent the formalization of the feedback work.

(six) the correct use of the evaluation results.

The assessment results can be used to improve the formulation of assessment objectives, the distribution of performance rewards, the mobilization and training of employees, and play a very important role. Therefore, the assessment team should ensure the scientific assessment results and issue accurate assessment results to all departments to ensure the corresponding work.

Verb (abbreviation of verb) conclusion

Implementing effective performance management can improve the operating efficiency and staff development of hotels, which is related to the position of hotels in the market. Therefore, hotels should attach importance to performance management and improve operating efficiency. Starting with the general methods of performance management, this paper analyzes the problems existing in hotel management and puts forward corresponding countermeasures. However, in the actual performance management, the evaluator should implement different performance management methods according to the actual situation of the hotel to improve the effectiveness of performance management and promote the healthy development of the hotel.