KII4024 MANAGE PEOPLE IN HOSPITALITY INDUSTRY - ASSESSMENT 2

Section C: Performance Activity

Section C1:

Through this assessment, the assessor will be assessing your skills and knowledge required to lead and manage people including in teams and support and encourage their commitment to the organisation. Your role throughout this assessment will be the HR Manager at the hotel. You will also be working with two employees (your class mate will act as the employees) who are identified as the candidates to take up supervisory roles as part of the organisation’s goal to retain high quality experienced staff.

The employees you have chosen are assumed to have been working in the front office as the Senior Front Office Employees and are expected to be promoted as the Front Office Supervisors. In this part of the project, the supervisor was assumed to have taken the new role and you are monitoring his/her performance regularly. You are required to monitor the employee and respond to the scenarios identified in each task.
Use the Case Study information to complete the below tasks.

Hint: Before you start preparing evidence, you must read full case study information, Front Office Supervisor position description, performance management policy and procedure, code of conduct and operation plan given at the end of this assessment. Seek help from your assessor if you don’t understand any aspect of the case study.

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1. Notes employee’s performance
You observed both employees performing very well in some areas for example working long hours to complete the tasks and meeting deadlines etc.

Feedback received that the supervisors are bit confused at times and due to the lack of knowledge and are not supporting the staff fully

Some customers have also complained that sometimes they have to wait at the Reception for more than 20 minutes to speak to the supervisor

You had a meeting to consult with the team to model and encourage open communication, seek and share information on innovative work practices and obtain feedback on changes to implemented to improve the performance.

Some of the innovative ways you and your team came up with are:

• Having a mirror in the staff room with photos of the team in full uniform around it
• Going down to the front during peak periods thus ensuring the wait time for guests
• Having a weekly quiz on the policies and information to instil the required knowledge to perform well
• Voice training for Front Desk employees as conveys confidence, competence, enthusiasm and knowledge

One supervisor was very happy with the all of the above ideas but another supervisor said that she is not happy with the idea of mirror and weekly quizzes as these changes may be embarrassing for her. She thought that these changes may create a barrier for her to perform her job properly. You will need to rectify her way of thinking and support her to overcome these challenges.

1. Coach (role-play) the supervisors on the identified performance issues and develop team commitment and cooperation with the new innovative ways
2. Delegate the new tasks in a way that does not create a barrier
3. Seek feedback from team members on the proposed changes and any skills development they need

2. It has been 3 months after you completed a review on the supervisors and you made the following observations The supervisors are attending to all customer issues and concerns and brining quick resolution and this has resulted high level of customer satisfaction in a recent survey. They have successfully implemented all the innovative changes and this has resulted in a very happy team environment at the front office. The senior management is hoping to implement some of the innovative ideas in other departments as these ideas have really improved the team cultures. Senior management also decided that they will reward both supervisors with a family holiday package to New Zealand as way to recognise their efforts in the front office.

1. Provide feedback to both supervisors to reinforce excellence in customer service and recognition for team achievements.