Talking about the hotel construction company operating performance appraisal
Abstract: Performance evaluation study of the situation in the country, based on the analysis of hotel industry performance evaluation, and internal management structure for the hotel and features designed to adapt to a set of hotel performance evaluation of enterprise management mode of operation.
Current performance appraisal has become a highly valued part of the enterprise, the so-called performance appraisal is the "Heritage",
"effect" of the evaluation, "Ji" is the employee performance, the work of its staff and its results, "efficiency" means the business organization efficiency, including operating profit, strategic objectives and so on. The important role of performance appraisal can be the strategic level, human resource management level, the operation and management analysis at three levels:
? achieve strategic goals. Through the performance evaluation and corresponding management, can increase the enterprise's core competitiveness, business strategy adjustment, and to ensure that the organization short-term goals and long-term objectives.
? support a powerful tool for human resources management. Providing access to employees as a means of adjustment of salary or bonus, incentive, promotion or demotion basis.
? management the necessary channels of communication. Performance appraisal of all employees are integrated into the activities, to become managers better understand the operation of enterprises, organizations gateway to the status quo, but also employees to participate in one of the ways of enterprise management.
1, our hotel was the status of performance appraisal performance
management is divided into five major domestic Genre:
Curing sent - Germany can be ground achievements, one should be in the end; aesthetic camp - focuses on form, the pursuit of perfection; fans
assignment - mechanically, foreign methods; crazy new style - grass is
always greener, non-new and did not take; pragmatists - Contact practical,
The hotel industry because of its own characteristics, the first contact and the introduction of foreign advanced management experience in the performance appraisal is not in full compliance with the above-
mentioned schools of distinction, but there is a fault situation. In accordance with the standard star division of large, high-star hotel, is
generally a five-star, four-star hotel, mostly for international hotel
management companies in the Chinese enterprises to create a complete internationalization of the land, said to be "fans assignment" not too; medium-sized 34-star hotel either International Management Company's control, it is the successful introduction of a domestic large-scale use
of foreign experience in hotel management, in applying them in a second time due to change hands, in practice some of the problems can only be
they want a solution and thus has a number of things that suit its own needs, I think that this hotel in the "pragmatists" and "fans assignment" between; while a small hotel, means the 23-star or no star hotel, strictly
speaking, to belong to no performance evaluation or a purely pro forma type of performance appraisal, and some are inherited and that a set of commonly used in state-owned enterprises, "Deloitte & Touche to Heritage" has done a "diehard."
2, the hotel performance appraisal procedures designed to
For the hotel business, the assessment of indicators is not difficult to identify, BSC (Balanced Score Card, BSC) of the emergence of performance appraisal from a single valley in the financial indicators came out, performance appraisal is based on information from the
financial, customer, internal processes and learning and innovation in assessment of these four angles to seize the companies short and long term goals to reach the most important factor in all walks of life to become
the new darling of performance appraisal. Hilton Hotel management company will be integrated into the Balanced Scorecard concept of business management software successfully be applied to the actual. So when the hotel after a clear strategic objectives, combined with balanced scorecard
ideas multi-angle examination, assessment indicators will be able to adapt to the birth.
A clear objective of performance appraisal. As the performance evaluation of the function of many hotel companies can simply consider the
business purpose, then the appraisal management by objectives in achieving the objectives of the situation, but also from the perspective of human
resource management to consider bonus, incentive and promotion, training, or stand in corporate strategy enterprise development directions of a high degree of reflection. Thinking of these multi-angle will give more than
one performance appraisal evaluation purposes, resulting in confused and disorderly these aims, primary and secondary severity is unknown. So, in
practice when problems arise, managers do not know what kind of assessment should target the main line thinking, resulting in a serious operation on similar occasions in the phenomenon, or even "pick of the sesame, foolish." Some would say that what is more important, leading idea in
mind. However, performance appraisal is not a matter of two people, it requires all employees and managers together to face the purpose of evaluation should be on everyone's mind is clear and unambiguous. The author believes that a single target goal of performance appraisal is too specific and one-sided, unrealistic and feasible approach is from a strategic point of view, listed leaders at all levels to consider performance appraisal objectives and the degree of importance to sort,
straighten out the one in the primary and secondary light and heavy, making each person in the face of problems and emergency situations, when to know on what basis, what is the most important things that are conducive to the conduct of the actual operation.
2, clear hotel departmental responsibilities, division of responsibility centers. The so-called center is the responsibility of
management accounting terminology, is the responsibility of the various levels will strictly control the activities divided by region, usually divided into cost centers, profit centers and investment centers.
Enterprises in the hotel for business and functional departments, where there is no separate department for investment, then the only divided into profit centers and investment centers, because the business units in direct contact with customers, selling services and products, costs incurred and income, can be creative profit, classified as profit centers, including the catering department, rooms, entertainment, shopping
malls and other business sectors; and functions as a second-line
department, the provision of services for the business sector to provide services to complement its products, strictly speaking, occurs only cost, there is no directly to make a profit, they have been classified as cost centers, such as the Finance Department, Ministry of Personnel, engineering, security department, logistics department and so on. Some people think that marketing department is also in direct contact with the
client, it should also belong to business sector, but as a profit center exists, for this argument the author took a different view, marketing services, product transaction occurred in the past, its expenses are sunk costs, and marketing The Ministry is for the whole hotel industry
business, and marketing costs of the income of occurrence and not a strictly business relationship between the ratio, so only as a cost center. Profit center and cost center relationship shown in Figure 1.
Hotel business centers and departments through the division of responsibilities, clear the entire hotel enterprises to increase their
value the contribution of size, so as to more determine their duties and obligations. At the same time, should be noted that clearly-defined
responsibilities, as opposed to the right should also be clear, in order to ensure that all responsibility center position to assume their economic responsibilities, hierarchical decentralized management within the enterprise is to be able to effectively complete the various aspects of their respective The economic responsibility.
It is worth mentioning that, the responsibility center due to the limited authorization exists controllable costs and non-controllable
costs, with a well-known business management are often uncontrollable factors occur, the responsibility center in the face of uncontrollable costs, can not do anything, but also distinguish between controllable costs and non-controllable costs, controllable factors and uncontrollable
factors, Tracing the source to find the exact terms for the sector-
specific impact of uncontrollable factors, and seek to find win-win
solution. For example, a hotel for business guests due to not open the door, and engineering maintenance staff conflict, on duty manager, through
mediation, referrals to waive the room charge was made after general manager of concessions. Complaints to deal with this unexpected free room rate for loss of earnings occurred in control room manager may be such a mechanical failure for the Division is also an accident can not be controlled. But we can do is figure out cause of the accident is a sudden figure out a purely mechanical failure, maintenance is not in place of the failure, Housekeeping service failure, or maintenance personnel, the
attitude of engineering problems, and thus division of responsibilities, the purpose is to find a commitment to not only those responsible, more importantly, to prevent such situations from happening again. Although the distinction between the responsibility center, but the hotel business as a whole, only through mutual solidarity and cooperation in various sectors, standing on their overall point of view, in order to obtain short and long term gains, the general manager's duty is to do a good job of coordination
between the various responsibility centers and strategic and tactical on the guidance.
3, in order to position themselves, ascertain customer service. Hotel management in the post-industrialization, the pursuit of quality of life
today, "Customer is God" is not nothing new, while the customer relationship management is also put on the agenda, the hotel also produced within the enterprise to employees as customers view. I think that this formulation is not yet complete, in the hotel within the enterprise, each
department and every employee should have customer awareness in the workplace, the work of their respective services and products, all the others associated with positioning for the customer . To Human Resources, for example, human resources personnel management host hotel enterprise, from the general manage