酒店绩效管理评估报告英文版

Hotel Management Performance Evaluation Report
Table of Contents
Introduction
1. Job Analysis (2)
1.1The problems in the work (2)
1.2How to improve management ability (2)
2. Performance Evaluation………………………………………………
2.1 The results-oriented performance evaluation method………
2.2 The behavior-oriented performance evaluation method……
2.3 The nature of performance evaluation methods……………
3. The way to help managers of the hotel……………………………Conclusion………………………………………………………………References………………………………………………………………
Introduction
Mr. Tisch and employees work together found some problems. I will help him to solve these problems, describe several kinds of performance evaluation and find a good performance evaluation method for Loews Hotel.
1. Job Analysis
1.1 The problems in the work
He through the role transformation in the work that staff met with many difficulties. This hotel don’t have a good performance evaluation. Managers and staff communication is not enough. Managers don't understand the staff's working environment. Staff and customer relations are not harmonious. These problems are all calls for immediate solution. Staff training deficiency. Party service is not good.Employees of the enterprise feelings do not firmly. A half-day per job is workload big.
1.2 How to improve management ability
Every manager of the enterprise is the pillar. The level of managers direct influence on the company’s future. Enterprise administration departments of the various departments will be regularly performance and managers to examine. It gives current managers a pressure
accidentally. So a lot of managers is interested in the same problem about “how to quickly improve their own management ability”. How to improve our management ability? There are three ways.
1. Willing to learn, be good at summing up
As the middle level managers must enhance awareness of learning of keeping pace with The Times, the study in an important position. First of all, to learn from the books, because it is the crystallization of the wisdom of predecessors, reading enriches, learn more, and that the wise and knowing more than to ability. Especially pay attention to the learning new knowledge, for enterprise management modernization, must cause the change of working conditions, and the enterprise management personnel update, put forward higher request. For example: management method, mathematical management means electronic, organization modernization, production management complicated, these need new methods, new management technology. Willing to learn, be good at summing up. So, should study of various kinds of economic theory and modern advanced management knowledge, constantly enrich improve themselves. Second, to success and advanced management learning, absorb the successful experience, take people long, fill yourself short. Again, to study to the populace, extract nutrition in the crowd, "for your all the broken, your only". Also note that collect all kinds of different ideas, different opinions and criticisms is to improve the ability of the manager material. The study of the theory and the practice exploration is the modern management foundation and the key of success, but to make learning and practice continuously circulation and promote each other, will be good at summing up experience and lessons, and form a benign circulation, make the management process increase scientific,
reduce blindness, and find out the regular thing, to improve yourself, and the purpose of the fight. They each piece in the event, the system must seriously consider, reflection, see what experience do good things, not done good things have what lesson, establish work memo, and according to the actual timely adjust management, make its work and target more appropriate more feasible, but at the same time, the understanding of future work practice used in the long run, it will greatly improve their management skills.
2. Application and Innovation
The basic purpose of learning is to use it. Management ability the enhancement, is a practical subject, in practice, exercises oneself, in the management to management, this is to improve the management ability and quality of important ways. Therefore, in our daily management work, want to ask to learn to use the theoretical knowledge of work, and continuous ly learn others advanced managerial experience and good management experience, will be different management field, different managers liveliness, rich in content management skills and management to refine and induction art, to improve the analysis and the ability of solving practical problems, but also want to pay attention to contact the actual work, based on practice constantly test, amend, enrich and improvement, and improve constantly sum up. Practice is the source of growth ability, be good at to take every chance to practice, it is regarded as a training exercise, improve the comprehensive analysis, the ability of the good opportunity. Innovation is give full play to their potential, intelligence and initiative the creative activity, is the original thinking and behavior patterns breakthrough in the world, in the management of only dare to innovate and explore the new way of management, and the new method, can make rich management experience rich, make oneself of the management
ability constantly undergo the test of practice and exercise, exercise a confidence, exercise a ability, in the work practice faster growth. Therefore, in the management work, according to the change of the enterprise continuously the management concept, management system,\
management mode, management means and other aspects of innovation, using the new thought, the new technology, new methods and new approach, to create a new, more effective combination of resources, in order to adapt to the and create a market, promote enterprise management and the continuous improvement of the comprehensive benefits, achieve to the investment of as little as possible to get as much as the purpose of the comprehensive benefit.
3. Careful observation, the thinking
"Don't strive for all things, for the shortage, not a lack of seeks the overall, for a domain". Managers in the implementation of the management work process, want to often keep watch, want to have a global idea and long-term vision, want to be good at thinking, thinking, careful observation and find problems and detail from understand and judge the development direction of things, often tiny link from a side provide you with the opportunity to observe things, from the change process of master the law of development of things, this is the solution to the problem of the prerequisite. Management work, in the final analysis is to the management of the people and things, people in social activities, is inevitably by the environment factors of the interference and influence, because the carrier of a problem, internal factors of different, can cause processing the ways and methods of difference, this requires careful observation and his managers to comprehensive analysis, also with the
"super thinking", that is beyond his position from a different point of view, to know, analysis, dealing with questions, only in this way can we catch the main contradiction management work, find out the best solution, deal with to solve problems. Often move the brain, good thinking, this is to promote the ability of knowledge into the most important method. This requires managers make it good thinking brains, frequently behavior and habits, more asked why, improve the correct the ability to analyze and solve problems, only good thinking to move the brain frequently find something, something to progress, be creative.
Experience on performance management has both positive and negative influence effect. Experienced managers can faster to make the right decisions, make better choices. But sometimes experience also will mislead managers. When new things can't immediately make
a decision, hesitate, easy to miss opportunity.
2. Performance Evaluation
2.1 The results-oriented performance evaluation method Performance appraisal table method,Management By Objectives (MBO), key performance index method (KPI) and so on, this kind of method to evaluate is the main basis that the performance of the work, and that is the result of work, can we accomplish the task is the first to consider the question, is also the focus of evaluation objects.
Performance appraisal table method, also can call scale method, can say is a kind of appearance is quite early and the commonly used method, it is to use by the performance factors (for example, complete the quality of work, number, etc) to assess the work, work performance and regulations to the table of one grade factors comparison, and then shows the end result of the work performance, it is divided into several levels, such as outstanding,
good, general, etc. The advantages of this method can make is quantitatively compared, the evaluation standards clear, easy to make evaluation results. Its defect is standard certainty, the need to work must be quite understand the evaluation table makers; The assessor may have certain subjectivity, can't truthfully evaluation.
Key Performance index method (Key Performance Indicator, KPI), it for the Performance evaluation of several Key index is simplified to the examination, will be the Key indicators as evaluation standard and employee Performance and Key indexes to evaluate make a comparison method, and, to some extent, can saying is the administration and target Pareto law of effective combination. Key index must comply with SMART principle: concreteness (Specific), evaluate sex (Measurable), accessibility (Attainable), reality (Realistic), Time limit sex (Time-based). The advantage of this method is more distinct standard, easy to assess. Its defect is for simple work setting standards difficulty bigger; The lack of certain quantitative sex; Performance indicators just some key indicators, for other content to the lack of a definite evaluation, should be the proper attention.
Personal balance scorecard (BSI), is the Harvard University. Robert Kaplan and Boston adviser David NORTON in the 1990 s the first suggested, it includes financial latitude, the customer latitude, internal business latitude and learning and growing latitude. On the basis of the personal balance scorecard can compare to the comprehensive evaluation, through the personal goals and enterprise vision of balance, will be balanced score card into human resource management, and this balance is realized the enthusiasm of the employees, sustainable enterprise performance the prerequisite.
Competent reporting on activities evaluation, evaluation by post personnel is reporting for
reporting on activities report, to do their job completion status and knowledge, skills and reflected in the report of a kind of examination method within. Main for the enterprise, top management positions in the examination. The reporting on activities report can sum up the enterprise, in the department of basis, but the key is to report the I the job responsibilities, namely the management job in the enterprise management, the department to finish each task of individual behavior, this post work situation.
2.2 The behavior-oriented performance evaluation method
And the results orientated performance evaluation method of different is, the critical incident method, behavior observation and comparison behavior anchor evaluation method, 360-degree performance evaluation method etc are the behavior as a major work for the evaluation of, that is the main targets of assessment is behavior.
Critical incident method, is an objective evaluation system one of the simplest form, by American scholars Vladimir LaiGen and Baylor, asked in 1954, gm in 1955 using this method for success. It is through the best or the worst of the work of events are analyzed, and the causes of the event's work that make work behavior and a method of performance evaluation. The advantages of this method is targeted is stronger, excellent and inferior to evaluate the performance is very effective; Defect is key to grasp and analysis of the events there may be some deviation.
Behavior observation comparison method, also called behavior observation scale method, the evaluation index is given a series of related effective behavior, will look to the staff of each work behavior evaluation standard comparison with rating, see this behavior in the frequency of the frequency of evaluation method, each kind of behavior of the scoring addition, total
result is obtained. The advantages of this method is able to have a more effective standards of behavior, can help create jobs instruction; Defect is observed behavior can work with certain subjectivity.
Behavior anchor evaluation method, also called behavioral orientation evaluation method, it is the typical behavior generated evaluation method. It consists of American scholars Smith in the United States and Kendal "national nurses association" under the proposed funding research, randy, now and in 1970 to prove it can be used in the evaluation work motivation, so in the 1970s, the widely application. It focuses on is specific measurable work behavior, through to the assessment project scoring values, but score is a position of the project specific act in the case, is also a position of each index make rating scale, scale segmentation is the behavior of the actual examples, then give level corresponding behavior, will work in the behavior and index comparison assess. It mainly aims at the clear, can be observed and can be measured work behavior. This method is of evaluation index strong independence, more accurate assessment scale. The specific behavior assessment, and accuracy is higher. Its defect is the object of assessment is engaged in general specific tasks of the employees, other work applicability is poorer; Another employee behavior may appear in the scale of the top or bottom, scientific design can help to avoid this kind of circumstance, but actual in similar situation appears unavoidably.
360-degree performance evaluation method, 360 degrees assessment method is Edward and Evan, put forward in the 1980 s, and by 1993 in the United States after the Wall Street journal and "fortune" magazine quoted, began to get attention and application. It is a different Angle from get members work behavior observation data and analysis of data from the evaluation
method, it includes from superiors and colleagues, subordinates, and customer's evaluation, and also includes selves your comments. The advantages of this method is quite comprehensive evaluation, easy to make more fair evaluation, and at the same time through feedback can promote work ability, also be helpful for team construction and communication. Its weakness is because assessment from all sides, the effort is larger; There are likely to be informal organization, impact assessment of justice; Still need to staff have certain knowledge involved in evaluation.
2.3 The nature of performance evaluation methods
In addition to the results generated the performance evaluation method and behavior generated the performance evaluation method outside, still have a kind of evaluation methods, and that is to the psychology of the knowledge-based evaluation methods-trait performance evaluation methods, to diagram type assessment scale, for example.
Graphic rating scale method, is a enumerated to succeed performance need different characteristics (such as adaptability, collaborative, work motivation, etc.) to the characteristics of the table, each and every one of the characteristics of the five points is given full marks or 7 minutes, evaluate the results are generally such as "ordinary", "medium", or "accord with standard words. This method is wide, low cost, can be used in almost all or most of the companies in the work and employees. Its defect is aimed at is certain characteristics and cannot be effectively give behavior to guide; Can't give clear and not as a big feedback, feedback to employees may be a bad influence; General could not be used for promotion decisions.
Other performance evaluation and: direct sequence method, the correlation method, forced
distribution method (rigid distribution method), written narrative method, work plan investigation, benchmarking correlation method and the situation simulation method, etc. 3.The way to help managers of the hotel
I think the most suitable for the hotel's performance evaluation method is graphic rating scale method. It is a more comprehensive. It can be more clear show staff at work performance. This hotel lacks a clear performance form. Managers have to strengthen the sense of belonging to the hotel. Increase mobile and reward mechanism, let the hotel employees feel at home. Make the hotel humanization to keep customer feel at home. Establish unified management system. To provide better work environment.
Conclusion
Now who is boss? It's not only managers but also stuffs. Don't let employees on the job feels lonely.Set the shift system and at least two employees to work together. Managers should points out the problem of employees euphemism.They should provide more cool uniform in summer. Communication is very important.
References
Dish & Webber in 2006. Team's strength: the cooperation casting the success
Gary Dessler Human Resource Management Eleventh Edition
Lv Hang in 2007 Measurement and assessment method and technique in human resource。