The Challenge
A hotel with 300 employees faced a challenge with its conventional performance management system. The system relied on manual documentation that was completed annually, making it difficult to access and not very practical. The process was purely procedural and lacked any meaningful impact on employee development or performance enhancement.
The Approach
The approach started with a thorough analysis of the hotel’s organisational structure, which involved mapping out roles and responsibilities. We conducted interviews with both employees and their supervisors to understand the requirements of each role. Additionally, we did desk research to enhance our understanding of job descriptions and to identify any skill gaps.
This analysis led to the identification of 290 unique skills across 48 roles within 7 departments, each with its own skill rating rubric. We collaborated with the hotel’s leadership and HR department to refine this analysis, ensuring accuracy and relevance.
Following this, we developed a performance management platform that included all identified skills and roles. This platform enabled employees and supervisors to conduct assessments and access departmental and hotel-wide performance reports. Its features included self-evaluations, supervisor evaluations of employees and team members, as well as employee evaluations of supervisors. Insights from these evaluations were used to create Individual Development Plans and to track progress on actions taken by employees to improve weaknesses and build on strengths.
To ensure effective use of the platform, supervisors received training on its functionalities and how to conduct constructive performance conversations. These conversations aimed to identify strengths and areas for improvement, leading to the creation of individualised development plans.Furthermore, all employees underwent training to familiarise themselves with the platform and its growth-oriented philosophy. This holistic approach aimed to encourage a culture of continuous improvement, employee development, and ultimately, enhanced performance across the organisation.
The Solution
The objective was to implement a performance management system that would not only enhance employee performance but also facilitate skill development, ultimately leading to improved outcomes in their respective roles.