Professional Documents
Culture Documents
Model Hospitality KPIs
Model Hospitality KPIs
KPI 1:
KPI Name:
KPI Description:
Current:
KPI Target:
We will control it with the number of the sales register in our system in each 3 months.
KPI 2:
KPI Name:
Reduce the number of customers were dissatisfied with product and service provisions
KPI Description:
Improve product and service provisions pro-actively with a target of 98% within
Current:
5% of customers is dissatisfied
KPI Target:
With our feedbacks information in our page on facebook and the questionnaire in our restaurant; In
9 months.
KPI 3:
KPI Name:
KPI Description:
Current:
been 16 complaints related to cleanliness of glassware/crockery during the past 5 months
KPI Target:
0 complain
How you will measure this KPI? Over what time frame?
All waiter must check the cleanliness of glassware/crockery before to give to the client. Daily.
For each KPI, outline the steps that you think need to be taken to achieve the KPI. You might need to
employ innovative approaches (procedures, processes, systems, technology, etc) to make sure that
you and your team achieve each KPI.
KPI Target
KPI Target 1
Increase total sales per head from $23 to $26.50 per head
Selling drinks is key to increasing sales per customer. Wait staff need be pro-active;
KPI Target 2
Improve product and service provisions pro-actively with a target of 98% within 9 months.
Provide training for our F&b STAFF, teaching them how to approach our clients and working in
partnership with our KITCHEN to provide the best experiences for clients
KPI Target 3
Create new procedures of cleanliness and evolved our staff in these new procedures to be always
aware about that
What could prevent you (organisational constraints) from implementing these new techniques?
What needs to be considered?
We believe that with techniques we can improve our reputation in social media and reduce our
complains providing a better service for our client. We need to consider that our staff are the key
point for implement these new techniques so we have to involve them in all process.
What will you do if you identify that staff members struggle or do not achieve the set targets? Think
about the technique you would use to find where the problem lies, who you would communicate
with and the steps involved in finding a solution.
Meeting
Methods of communication.
What methods of communication will you use to communicate the KPIs to your team?
Face to face
Note board
Performance reviews are used by managers and supervisors to give and receive feedback from staff.
In this part of the assessment you will create a set of evaluation criteria to monitor and evaluate
your staff. You will need to:
Employee Feedback
Professional Development
Delegating tasks
Choose one Job Role within your department and document the responsibilities for that job role.
JOB TITLE
Responsibilities
Head waiter
JOB TITLE:
Responsibilities
F&B Manager
Manage all F&B and day-to-day operations within budgeted guidelines and to the highest standards
Lead F&B team by attracting, recruiting, training and appraising talented personnel
Waiter
Making menu recommendations, answering questions and sharing additional information with
restaurant patrons.
Bartender
Interact with customers, take orders and serve snacks and drinks
Head chef
Control and direct the food preparation process and any other relative activities
Construct menus with new or existing culinary creations ensuring the variety and quality of the
servings
Using the job responsibilities you listed in part A, create specific performance indicators.
Performance Indicator:
All waiting staff to know their own role and tasks for each shift.
Performance Indicator:
All chefs to know their own role and tasks for each shift.
Performance Indicator:
How this will be measured:
Delegate to the other bartender to make prep list for all drinks
Make sure the bartenders check the prep list and include the items missing for the next shift
Performance Indicator:
Employee Feedback
List 3 methods you can employ to encourage employees to give you open and honest feedback, and
give an example of each:
Method:
Example:
Staff meetings
During each staff meeting devote time to asking for ideas or contributions from staff.
Method 1-3:
Example:
Daily meeting
In the beginning of the shifts have a casual conversion with team , ask them what the plan for the
job of the day
When you have a poor performance, call the employee and have a private conversation an try to
understand what is going on, never expose for others.
Professional Development
Training and development should help solve problems or skill shortages in the department and
improve both the staff member and the business.
List 3 techniques which you can use to identify problems or skills shortages in your department,
which will help you determine training needs.
EXAMPLE:
Using customer feedback surveys. Customers making complaints might point you to a problem with
products or service, which may highlight gaps in an individual’s knowledge or skills.
List 3 different ways you can reward your employees. For each reward type list any positive or
negative aspects associated with the type of reward.
Reward
Positive
Negative
Financial Rewards
Give promotion
benefits
It will for sure motivate the employee that get the promotion and push them to keep improving
3. It will for sure motivate the employee that get the benefits as example day off and push them to
keep improving
For a short time in my opinion it works pretty well but with the time people wont be happy with the
amount offered because it will part of the payment
It can make other employees jealous and cause some conflicts
You should provide feedback to your staff on a regular basis. The method you use to provide
feedback might depend on the time the employee has worked for you, and the context of the
feedback you need to provide.
For each of the following, give an example of a method of feedback (continuous, public, private) you
could use to provide feedback to the employee.
EXAMPLE:
Work Scenario
Feedback Method
New employees can feel anxious if they are not clearly shown what to do, and given praise as they
learn the ropes.
Work Scenario 1
Feedback Method
Work Scenario 2
Feedback Method
It is very important to be honest and follow workers, to give a feedback after a poor performance is
important and also is a way to try understand what is going on and as work together to get better
performance
Work Scenario 3
Feedback Method
It is important because in a economy things change on the time and also in a company so review
with your KPI still fit in the moment of the company otherwise change and get a new plan
Delegating tasks
List 3 tasks you must delegate as a manager/supervisor in your department. For each task, define
the benefits to delegating this task:
EXAMPLE:
Task
Benefits of delegation
Supervision of waiting stuff during table service
Task 1
Benefits of delegation
Task 2
Benefits of delegation
Delegate check list of cleanliness of the kitchen for different chefs or kitchen hand
Task 3
Benefits of delegation
Delegate for waiters polish cutlery
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