Guest Service Case Study

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Guest Services Performance Management
Performance Management System By designing a performance management system, SunCoast can efficiently improve individual performance every day. Our proposed system is the combination of absolute approach and results approach. The reason we chose the absolute approach is because the upper management can rate and compare employees’ behaviors to the specific performance statements to give the opinion of employees’ performance position from 1 (Didn’t meet expectation) to 5 (Beyond expectation). By observing the behaviors when guest service staff is working with customers’ needs and giving answers to customers, the upper management can score employees and decide whether the staff have the ability to communicate without obstacles, deal the with customers professionally, and efficiently reach the goals and improve the performance, which check the KASOs which are essential to this specific job. As for results …show more content…

To use step by step, management can use the absolute approach to rate employees first, and then use the results approach to make the goals and connect to the strategic goals of the hotel. For the personnel administration, this will be meet because this system will allow management to make decisions about their employees based on an objective and subjective evaluation system thus giving the most information to management to back up their decision. The absolute approach provides a subjective perspective to evaluate based on management’s personal judgment of good or bad behavior. The results approach is the objective method to directly compare the original goals with employees’ behavior to decide if achieve or

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