Monitor Staff Performance For Tours And Travels Industry

Developing procedures for performance appraisal

Discuss about the Monitor Staff Performance for Tours and Travels Industry.
 

Tours and travels industry is a very big industry that is earning a huge profit and contributing to the respective country’s GDP. These are so many people engaged in an organization related to tourism in order to provide best services to its clients. There are different people with different roles and responsibilities (THORPE, 2015). 

Performance agreement Template:

There are different key performance indicators that help in finding out how the job has to be done. There are separate key performance indicators for the tasks and responsibilities mentioned above (Hayes and Ninemeier, 2016).

Travel Consultant- A travel consultant should have knowledge about all the tourist destinations and there must be a proper plan or brochure that can provide help to the customers and impress them to get revenues  He should also know about the main things to visit on a particular destination. They should be good in communication skills so that they can easily provide consultancy services to the clients and there must be an acquisition cost or marketing cost that can get more customers. They should prepare all the quotations in an effective way to retain the customer and convince him to get a plan. A travel consultant should be good in negotiation and he can increase the referral rate by getting more clients with the help of clients. He should work on the satisfaction of the clients and resolve all the queries and issues that client have.

Housekeeper- There is different key performance indicators for housekeeping person also as there are so many tasks he deals with. He should be quick and perfect to do all the works related to preparing a room for the staff. He should check if everything is at correct place or not. He should be punctual and perform all the tasks on timely basis. He has to make sure about the cleanliness of the hotel. He should possess good communication skills to resolve conflicts in the hotel or at any place. He has to be active in storing all stock and different items at the right place and be ensuring that there should be minimum wastage. There should be customer satisfaction and good customer reviews and the person should dress up in a presentable manner.  

The criteria to monitor the effectiveness of staff according to their day- to-day duties- 

1. Punctuality- It is important to be punctual and be on time because getting late for anything creates a bad impression on the client. Punctuality actually sows the seriousness of the work for a particular person.
2. Obedient- It is important for every person to respect the orders of the superiorities and do work accordingly. This creates a good image of that person in front of the upper hierarchy.
3. Perfection in the work- A work has been considered as perfect if there is no mistakes in the same. It is important to work in a perfect way because sometimes small mistakes also become so hazardous.
4. Team Interaction- If a person works in an organization, within a group of people then he should interact with other team members also to create a healthy communication. It also helps in working together to achieve a common objective.
5. Communication skills- There must be good communication skills so that they can interact well with the clients and understand their needs and wants. It is necessary to communicate well so as to attract more clients and earning more revenues.
6. Customer feedback and review- Customer feedback plays an important role in the appraisal of an employee. Customers are the major people for whom the employees work. It is necessary to impress the customer and if a customer provide a positive and good feedback then it is actually good for the employee (Barrows, 2016).
7. Number of customers- In sales job, it is important to get more and more customers. There are some targets and the appraisal of the performance depends upon the targets only. So, there should be skills that help in attracting the customers.
8. Accuracy level- The employees should be accurate in the work they do. There should be perfection in the work. Accuracy is important as mistakes spoil everything. Accurate work helps a lot in getting a good appraisal.  

Choose 2 different positions and determine their tasks or responsibilities

After preparation of all the important formats and key performance indicators, it is necessary to check the implementation of the performance appraisal. There are certain things that are required to be kept in mind while implementation of the method. There should be a proper basis of appraisal like on monthly basis, quarterly, yearly of half – yearly basis. It is important to let all the employees know how this performance appraisal will occur, when it occurs and what will be the exact procedure for the same. It is important to be recognized in advance that who are the people that will participate in the performance appraisal process. Generally, manager is responsible for the performance appraisal of the employees (Olsen, West and Tse, 2014). The review will be done by considering the overall performance of the employee and on the basis of key performance indicators that were mentioned above. There are some performance indicators that can help in finding out whether the criteria have been filled by the employee or not. With the help of key indicators, it becomes easy to find out the level of performance of the employees (IDRC, 2013).

After every performance appraisal, there should be a procedure to get the reviews from the employees. Reviews help the management to know about the requirements of the employees and provide the desired facilities to them. It helps in knowing the requirement related to training and development. There are different trainings that help in enhancing the knowledge of the employees as well as provide them broad thinking skills (Abraham, 2014). There should be timely trainings to provide assistance to the employees and a portal should be provided by which employee can apply for the requirement training as per the time schedules. In all this process, management may come to know about some grievances of the employees. It is necessary to resolve all the grievances of the employees for effective outcomes. There should be a grievance handling committee to who, employees can freely reach out and discuss their grievance with them (Keet, 2010).

Informal and formal counselling options are necessary. It also includes problem solving techniques. Employees need assistance related to daily work issues. They also required maintaining a healthy lifestyle in order to maintain work- life balance. Counselling can provide a positive assistance and motivation to the employees to work in an effective way (Raja, 2013). It is necessary for all the organization. There are different levels of performance that can be measure as per the key performance indicators. The employees who perform in an outstanding way, deserves rewards and recognition. There should be a proper rewards and recognition policy in the organization that can motivate the employees in the best way. There should be certain criteria that can identify the rewards and recognitions. Sometimes, employees are not satisfied with the performance review, so there should be a proper procedure in which employees can reach out to the management and discuss all the disagreements. All the performance review and performance implementation should be based on paper and there should be proper documentation and record keeping for each and every thing. It helps in the next year performance review and to know the things in a better way. 

Key performance indicators for Travel Consultant and Housekeeper

Performance appraisal has been done in an effective way as per the pre-defined procedure. The format and key performance indicators have been used to conduct the same. There are different methods of doing performance appraisal that can help in the performance evaluation of the employees. Performance appraisal should be conduct in an accurate manner so that employee does not have any issue with the same. There should be a win-win situation and employee and management both should come on a sentiment that the performance appraisal has been done in a correct way. Performance appraisal has been done as per the decided criteria and the tasks that have been discussed in section A (THORPE, 2015). 

Training session has been important to make the employees learn about various things. It has been observed that an employee is performing in a very well manner in some areas as he worked for long hours to meet the deadline and one feedback has been received regarding the employee that he is not following the “Telephone Greetings Policy”. It has analyzed that the employee is doing good at his work and meeting all the deadlines by putting hard efforts but he is not adhere to the other guidelines that has to be maintained in the organization. The training should be done regarding to basic business etiquettes. There are certain key indicators that need to be explained to the employees to take care in future about such policies (Singh, 2013).  It is important to perform well as well as to behave well at the workplace. There should be a proper formal behavior (Singh, 2013).  Employee should learn about the business etiquettes and need to follow the same to get a good performance appraisal. Proper rewards and recognition has been provided not only according to the performance but according to the behavior of the employee in the organization. It is necessary to behave ethically in the organization and follow all the rules and regulation applicable for the employees of the organization. He should keep performing in the same way lie he is doing at present but there is a need for improvement in other key areas. He should reach office on time and interact with all the team members in a formal manner (Curseu, 2015). 

References- 

Abraham, A. (2014). Performance Appraisal. Hamburg: Diplomica Verlag.

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https://books.google.co.in/books?id=xj25BgAAQBAJ&pg=PP2&dq=Abraham,+A.+(2014).+Performance+Appraisal.+Hamburg:+Diplomica+Verlag.&hl=en&sa=X&ved=0ahUKEwjzxq_1sNXbAhVUb30KHfQEBcAQ6AEIJjAA

Accessed on- 15 June 2018 

Hayes, D. and Ninemeier, J. (2016). Human resources management in the hospitality industry. Hoboken,

NJ: John Wiley & Sons, Inc.

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Keet, R. (2010). Conflict management. Northlands, Gauteng, South Africa: Macmillan South Africa.

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McIlwraith, A. (2016). Information security and employee behaviour. London: Routledge.

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Olsen, M., West, J. and Tse, E. (2014). Strategic management in the hospitality industry. Harlow: Pearson.

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https://books.google.co.in/books?id=cEQsAwAAQBAJ&pg=PA133&dq=Olsen,+M.,+West,+J.+and+Tse,+E.+(2014).+Strategic+management+in+the+hospitality+industry.+Harlow:+Pearson.&hl=en&sa=X&ved=0ahUKEwiy1Ki8r9XbAhVVfCsKHb_yDmEQ6AEIJjAA#v=onepage&q&f=false

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https://books.google.co.in/books?id=OowqBgAAQBAJ&pg=PA58&dq=Raja,+F.+(2013).+Off+the+Job+Trainings+Effect+on+Employee%27s+Performance.&hl=en&sa=X&ved=0ahUKEwiLuevnr9XbAhVTfn0KHeWPCSIQ6AEIKDAA#v=onepage&q&f=false

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