HUMAN RESOURCE

MANAGEMENT
PRESENTATION
CASE STUDY
ON
HOTEL PARIS: Performance Appraisal

Submitted By
Pawan Gupta(113205)
Shikha Pandey(113230)
Sumesh Karat(113242)
MBA (MU) Sec -B

The Hotel Paris Case:

The New Performance Management System
The hotel Paris's competitive strategy is to to use superior guest service to
differentiate the hotel Paris properties, and to thereby increase the length of stay
and return rate of guest, and thus boost revenue and profitability. HR manager
Lisa Cruz must now formulate functional policies and activities that support this
competitive strategy, by eliciting the required employee behavior and
competencies.
Lisa knew that the hotel Paris's performance appraisal system was
archaic. When the founder opened their first hotel, they went to an office-supply
store and purchased a pad of performance appraisal forms. The hotel chain uses
these to this day. Each form is two sided page. Supervisors indicate whether the
employees performance in terms of various standard traits including quantity of
work, quality of work, and dependability was excellent, good, fair or poor. Lisa
knew that, among other flaws, this appraisal tool did not force either the employee
or the supervisors to focus the appraisal on the extent to which the employee was
helping the hotel Paris to achieve its strategic goals. She wanted a system that
focused the employees attention on taking those actions that would contribute to
helping the company achieve its goals, for instance, in terms of improved customer
service.
Lisa and her team also wanted a performance management system that
focused on both competencies and objectives, in designing the new system; their
starting point was the job description they had created for the hotels employees.
These descriptions each included required competencies. Consequently, using a
form, the front desk clerks appraisal now focus on competencies such as able to
check a guest in or out in 5 min or less. most service employees appraisal include
the competency. able to exhibit patience and guest support even when busy with
other activities. there were other required competencies. For example, the hotel
Paris wanted all service employees to show initiative in helping guest, to be

customer oriented, and to be team player. Each of these competencies derives from
the hotels aim of becoming more service oriented.

Question 1 Pick out one job, such as front-desk clerk. Based on any
information you have write a list of duties, competencies and performance
standards for that chosen job
Duties of front-desk clerk

Check In

Communication

Administration

Customer service

Billing and check out

Check complains

Guest information

Competencies of front-desk clerk

Excellent interpersonal/communication skills.

Excellent customer service skills .

Maintain professional appearance all the time .

General knowledge of computer and must be good in calculation .

Performance standard

Personal skills

Multitasking

Equipment

Other standards

Question 2 Based on that, create a performance appraisal form for appraising

the job.
PERFORMANCE APPRAISAL FORM
EMPLOYEE NAME

REVIEW PERIOD

POSITION

DEAPARTMENT

APPRAISED BY

DATE OF JOINING

DUTIES/RESPONSIBILITIES OF THE EMPLOYEE

Rate the employees duties/responsibility from 1 to 5 rates being as follows

1-2 Unsatisfactory
2-3 Fair
3-4 Satisfactory
4-5 Outstanding

Duties/Responsibilities
Complete working knowledge of software
system
understanding of software system and assists
with reservations
Communicates the maintenance requests from

1.2..34.5
1.2..34.5
1.2..34.5

the guests.
Checks AM and PM discrepancy reports.
Can perform all of the front desk functions to
include Guest Service Aide, Front Desk Clerk,
Reservationists, etc.

1.2..34.5

1.2..34.5

Job Competencies
Rate the employees Competencies from 1 to 5. Rates being as follows

1-2 Unsatisfactory
2-3 Fair
3-4 Satisfactory
4-5 Outstanding

COMPETENCIES
Able to check a guest in or out in less than five
minutes.

1.2..34.5

Time management.
1.2..34.5
Customer Focus
1.2..34.5
Communication
1.2..34.5
Professional Demeanor and Appearance.
1.2..34.5
Process queries of the customers quickly.

Development Plan

1.2..34.5

Development
Goals
1

Development
Activities

Due Date

Status

Comment

3
SIGN OFF
PLANNING
Manager
Manager

REVIEW
Date
Date

Employee
Employee

Date
Date

Employees with a positive energy who are capable of handling situations when there are some ups and
downs.
employees who provide superior customer value to the guests.
employees who are able to engage in various activities (multi-tasking).
employees with positive thoughts and attitude towards one another.
Based On The Hotel Stated strategy list at least four important employee behaviors for the Hotel Paris's
Staff exhibit.
Employee Behaviors for Staff
1- Treat guest friendly and respectful
Add level of comfort to their stay
Warm friendly greeting is more effective than formal
Put yourself in guests shoes
Culturally styles of greeting and conversation
Learning a few foreign language can make a big difference
End conversation with thank you
Employee Behaviors for Staff (cont'd)
2. Establish Common Standard of Behavior
Training employees base on hotels standard
Include: greeting, interacting with guest , problem solving for guest
Being friendly, respectful when meeting guest
Built good relationship with guests
Always willing to help

Always correct mistake quickly

Employee Behaviors for Staff (Contd)
3. Pay attention to security issues
Reliability and Responsibility for guest personal belonging and valuable things
4. Being Knowledgeable
Having general information to answer various questions from guest
Giving positive answer to guest request
Showing interest in solving guest problems