Performance Goal Measurement Strategy

Hotel Ole

Performance/Goal Measurement Strategy

Task Force #2

Executive Summary

The following report defines the new method of how Hotel Ole will monitor and review the performance standards designed for the overall effectiveness of the organization.

To effectively monitor and achieve the goals designed for the employee and overall organization, each department should implement the following:

• Employee Performance Reviews—(revised and updated version attached)

o Should be conducted—after probationary status, interim, and during end of fiscal year.—(see attached report for details)

o Each department-head is responsible for creating an employee portfolio to monitor progress and achievements throughout the year.

• One-on-One Feedback/Coaching Sessions—(conducted monthly or as needed)

o To generate an open-door policy to help with individual performance.

• Team/Staff Meetings—(conducted weekly)

o Can be used to address important/immediate actions needed in the organization, as well as gather feedback in a team environment.

• Training/Certifications for specific departments—(conducted quarterly or as needed)

o Ethics Compliance training to be provided to all employees—(yearly)

• Quality/In-house inspections—(conducted at-random)

o May be department specific, i.e.: Housekeeping, Restaurant

In addition to in-house performance review, customer feedback will also be factored in performance review. Customer satisfaction is tied directly to profitability. When customers are satisfied, they tend to be more loyal and refer others. One bad experience can outweigh a ton of good experiences, so our customer-based surveys will help lay a foundation to areas that require improvement.

Two types of surveys will be designed to provide to our customer base: transactional and relationship surveys.

• Transactional surveys solicit feedback directly from customer about their particular encounter. They are conducted immediately after each customer's transaction. For example, a survey may be administered immediately after confirming a reservation—(mostly online), after the customer's designated stay, or after the customer's dining experience.

• Relationship surveys collect input from people who have an ongoing relationship with the company and have had multiple