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Performance

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Executive summary

The performance evaluation can be considered as necessary terms for the success of any
organization. They provide a search box result in control management. Managers are always
focusing on incentive systems and performance measures in most hospitality organizations. The
performance measurement issue is widely covered, including through management control
systems. It can be envisaged at different analysis. Different approaches of the value of the hotel
services can be studied, it can also distinguished the values desired by organizations performed
by the employees according to standard of the value perceived by customers. In the service
sector and in the hotel sector in particular, the value perceived by customers is a key factor of
success, and monitoring the reputation of the organization is vital.

Contents
Chapter 1 Introduction............................................................................................... 2
Chapter 2 Management of Performance in the Croke Park hotel................................3
Chapter 3 The Critical success factors........................................................................4
Chapter 4 The performance measurement.................................................................4
i.

Quality and values............................................................................................ 4

ii.

Staff performance............................................................................................. 5

iii. Personal development review...........................................................................5


iv. Appraisal........................................................................................................... 6
v.

Financial performance....................................................................................... 6

vi. Customer satisfaction performance..................................................................7


vii.

Operational performance............................................................................... 8

viii.

External environment.................................................................................... 8

ix. Creativity.......................................................................................................... 8
Chapter 5 Conclusion................................................................................................. 9
Chapter 6 Recommendations................................................................................... 10

1. Introduction
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Hotel industry has always use various tools for the measurement of performance in terms of cost
and productivity.
This assignment define what performance management means and then indicate the performance
management in croke park hotel and by what means performance it is measured with qualitative
and quantitative results to determine effectiveness using a criteria that expresses a relationship
between the result and the goal. The study also shows the critical success factors that benefit the
hotels revenue.
Croke Park is four star hotel in Dublin which is part of the Doyle collection group .It is located
just opposite the famous Croke Park Stadium. The highest occupancy of the hotel is during
summer game season. The hotel also accommodate airlines crew and business guests throughout
the year.

2. Management of Performance in the Croke Park hotel.


Management control has become a source of potential improvement progress to all types of
organization. This is a feature that aims to motivate leaders and encourage them to carry out
activities that contribute to achieve the objectives of the organization. Performance management
has been identified as assisting with alignment of strategic goals and performance. Melia.
Exerting on long and short term strategic goals are considered to be very important in Doyle
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collection and the group constantly making sure that the strategic values are recognized
throughout all their hotels.

3. The Critical success factors


Location is a strategic resource as it is tied up with competitive advantage and tend to compete
on convenience The hotel is located opposite the Croke Park stadium and thousands of GAA
supporters stay there throughout the year. The bar and restaurants accommodate supporters and
locals all week with their long opening hours from 6am to 10 pm. The Croke park hotel has also
set a proper cost management system to avoid waste and overstaffing issues. Training is an
essential part of a successful waste reduction program. Recycling does not come naturally for
many people. It is important to integrate waste reduction into all training programs, keeping in
mind, the more money they can save, the more money they will get back from waste each month.
Waste reduction is one of the most effective low cost program in any organizations nowadays.

The performance measurement


Quote to be added

a. Quality and values


Quality management is mostly validated by customers, who are the only true judges, it's their
perception of the quality that depends on the turnover of a hotel and its financial growth.
Service and product quality are the aspects that Croke Park hotel considered with great
importance and therefore the quality are measured as follows:
Mystery visits: The Doyle collection group send in their affiliates fake customers who behave
like them to record all visible aspects related to compliance with the norms and standards of the
chain while observing the quality of service and cleanliness. Mystery visitors use a questionnaire
with mostly notations in the form of pass / fail, sometimes sending report of the quality of the
service.
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Face to face: There is nothing better than direct contact with customers during or at the end of
their stay to learn about their assessment of the property and services. If they are put in trust, they
will explain what they like, what works and especially what is wrong. This is certainly a great
way to take immediate action on some failings and give a good image service quality. The
management in Croke Park hotel therefore encourage staffs to talk with customers and form the
customer service relationship.

b. Staff performance
Employees perform best when they work towards clear goals and when the receive feedback on
an ongoing basis.. Quote from yellow book

Personal development review


The hotel is committed to personal development of each staff and encourages all of them to
develop their skills, experience and qualifications. The hotel also provide the employees with
skills they require to do their particular job. This will cover anything from specific training,
health and safety, manual handling, fire safety, food hygiene training, customer service skills and
micros system training. During the six month probation period the new employees in each
department are assessed by their team leaders or managers. The purposed of these assessment is
to review how they have settled into their role. Whether the role has met their expectations or to
discuss what training may still be needed to assess their overall performance over these periods.
A personal development review is conducted by the team leader or manager once a year. This
review is designed to benefit the staffs by providing feedback on their performance and allowing
them to voice any concerns, suggestions or career aspirations.

Appraisal
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At the end of the six month probation period, each year thereafter the employee will have
appraisal with their manager. The purpose of these appraisal is to facilitate a constructive two
way dialogue that allows the employees to discuss their performance, attendance and their
objectives since their last appraisal. At the same time three managers will encourage tot express
their comments and suggestions and views on their role that is to raise any issues, concerns and
topics that might boost them to perform better.
Achievements
The hotel undertakes monthly proud to win voting in each department. Proud points are the
Croke Park Hotel way of recognizing employees when they make a difference or do something
extra that is not part of their job. The employee can be vomited using proud points nominations
by their colleagues or the management and to win the month prize.

c. Financial performance
The Croke Park hotel uses the concept of RevPAR in the room division department. RevPAR is
defined as a hotel performance metric. It provides relevant information about the revenue
available per room, putting in relation the hotels daily rates with its occupancy
The kitchen team always focuses on keeping plate waste to an absolute minimum. The food and
sewerage uses micros system to monitored purchasing, inventory and costing in the hotel. This
system provides information about food and beverage management such as cost of sales and
revenue. If there is spillage of drinks or waste of food the staffs still have to put through micros
to balance the stock for the finance department.
Reducing waste make good business sense in the hotel. To organize a successful waste
management for the hotel utilizes existing waste in the best possible way using the following
actions:
1. Create a team of responsible persons for this job
2. Track and analyze the waste in a restaurant
3. Review the documentation on the purchased goods and review the business decisions
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4. Conduct inventory frequently in order to compare purchase and quantity of garbage


5. Change menu in order to minimize quantity of leftovers
6. Create a rules for this program
7. Recycle everything what can be recycled

d. Customer satisfaction performance


Management control uses many tools to help measure the performance of the guest satisfaction
among these tools is quoted:
Customer satisfaction survey: Surveys are sent personally to the email addresses of each of their
guests.This audit is to ascertain and to rate the quality of the contact and operational
performance.
The consumer review websites: Customers like increasingly express their opinion on these sites.
This platform is making e-reputation of the hotels and the comments cannot be ignored. The
comments can be complimentary or positive, but also bitter, even aggressive. However,
compared to the mass of published opinion, the negative ones are in minority and the hotel
always makes sure to follow through the promises to fix the problems.

e. Operational performance
It is important to measure the company's performance in terms of production quality, flexibility
and time keeping. In housekeeping department the quality of work of the staff members is only
controlled through constant presence of the housekeeping management team .The management
in Croke Park often create goals and competition with employees who generally work harder
when they have goals and targets toward which they are working. The departmental mangers
allow their staffs to suggest goals and in doing so, the managers remind the employees that they
have an end to which they are striving. The hotel always offer an incentive for enhanced

productivity. A little reward can go a long way. The managers occasionally entice the employees
with the promise of a prize if they reach a set goal, giving them a little extra push to work harder.
The results are compared after each monthly competition to review the sales.
Figure below show Side dishes competition from January 2016

f. External environment
The process of forecasting future events allows Croke Park to plan changes using PESTLE
factors. These Factors allows Croke Park to identify further opportunities, while redefining their
marketing strategy to adapt to the changing market.

g. Creativity
Creativeness is mostly seen in the food and beverage department in the hotel. All the chefs and
bartenders create specials on daily basis to promote the sales. The quality and is accesses using
the customer feedbacks. The managers usually monitor satisfaction and record any complains
while help to improve the menu in the future.

4. Conclusion

The concept of performance management is difficult to understand because it can be measured


by many indicators and interpreted from different angles. The management control is controlling
the behavior of the organization while trying to predict events to prepare the team and adapt to an
evolving structure. It is effective when it reaches the goals it has set. It is efficient when it
minimizes the resources used to achieve the objectives it has set. The performance
management has many beneifts.Employeed learn how contribute and develop

through an organization, this in turn benefits recruitment, hiring, and retention of the

employee and creates a team atmosphere where ideas are valued and acted upon.

5. Recommendations
List of all aspects of their management operation and list down the areas that you want to
improve and the need find out how you can improve, especially the staff turnover.
Resolve to improve your weak spots.
The gusset satisfaction
The amount does not compensate for the quality: it is common to believe that because hundreds
or even thousands of people respond to surveys, the tool is reliable. It is better to fewer people
who give their opinion if the responses to questions are explicit, helpful and informative. Ask
people if they are happy or unhappy with this or that provision without or they can be
encouraged to explain why no use.
Finance
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The hotel can add a new revenue stream by making available for purchase branded hotel
products like towels, linens and shampoos.
The quality
It is believed that enough to send anyone to perform incognito visits mystery. Of course not.
This requires training, observation and deduction skills, constructive criticism and above all an
experience. How to form an opinion on what is right or who is not that we do not know
compared with what has already been seen elsewhere? It takes a standard. Audit firms
unscrupulous, to save money, often send trainees to test their hotels or people who never go
normally to the hotel.
The innovations
The hotel already uses technologies in all the department to reduce cost and increase sales. It is
important that the hotel adopt more high tech devices for its business guests. The hotel should
consider phone check in, online phone order, tablet menus and many more to adapt to the
changing market.
There should also be acquisition of skilled international chefs and cuisine to satisfy the changing
consumer in the food and beverage sector.

Externally
A hotel can also order a type of commercial audit mystery on competitors, which is often done
on the seminar market, to estimate the strengths and weaknesses in the commercial act. They
need to explore the trends and tools that the competitors are using

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