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Submitted By Pawan Gupta(113205) Shikha Pandey(113230) Sumesh Karat(113242) MBA (MU) Sec -B
customer oriented, and to be team player. Each of these competencies derives from the hotels aim of becoming more service oriented.
Question 1 Pick out one job, such as front-desk clerk. Based on any information you have write a list of duties, competencies and performance standards for that chosen job Duties of front-desk clerk
Check In Communication Administration Customer service Billing and check out Check complains Guest information
Performance standard
Personal skills Multitasking Equipment Other standards
Question 2 Based on that, create a performance appraisal form for appraising the job.
PERFORMANCE APPRAISAL FORM EMPLOYEE NAME POSITION APPRAISED BY REVIEW PERIOD DEAPARTMENT DATE OF JOINING
DUTIES/RESPONSIBILITIES OF THE EMPLOYEE Rate the employees duties/responsibility from 1 to 5 rates being as follows 1-2 Unsatisfactory 2-3 Fair 3-4 Satisfactory 4-5 Outstanding
Duties/Responsibilities
Complete working knowledge of software system understanding of software system and assists 1.2..34.5 1.2..34.5
with reservations Communicates the maintenance requests from the guests. Checks AM and PM discrepancy reports. Can perform all of the front desk functions to include Guest Service Aide, Front Desk Clerk, Reservationists, etc.
1.2..34.5 1.2..34.5
1.2..34.5
Job Competencies
Rate the employees Competencies from 1 to 5. Rates being as follows 1-2 Unsatisfactory 2-3 Fair 3-4 Satisfactory 4-5 Outstanding
COMPETENCIES Able to check a guest in or out in less than five minutes. Time management.
1.2..34.5
1.2..34.5 Customer Focus 1.2..34.5 Communication 1.2..34.5 Professional Demeanor and Appearance. 1.2..34.5 Process queries of the customers quickly. 1.2..34.5
Development Plan Development Goals 1 2 Development Activities Due Date Status Comment
SIGN OFF PLANNING Manager Manager Date Date Employee Employee REVIEW Date Date