Cavendish Hall Hotel Performance Management Assignment

Question

Task: Analyse the indicators and possible causes of poor performance levels at the Cavendish Hall Hotel. Advise the HR manager how they can build an effective High Performance Work System to address the performance issues you have identified.
Your response should consider:
• The multiple possible causes of poor performance and how this shapes the approach to managing performance within an organisation
• The concept and key components of a HPWS with specific reference to the Hotel sector which the Cavendish Hall Hotel operates in
• Some of the possible barriers to the successful implementation of the system you recommend

Answer

Introduction
The present performance management assignment considers the readings of Yu et al., (2019, p. 972) that performance management has been referred to as the process for providing assurance that is met by the set of activities as well as the outputs regarding the goals of an organization within an effective way. Performance management is also known to emphasize the organizational performance within the department; processes; employees and within a specific place for managing several tasks. Hence, the present study outlined in the performance management assignment deals with the concept of performance management with the help of organizational people highlighting the case study of Cavendish Hall Hotel. 

This hotel is generally considered as a country house hotel which is four stars and is located within the South, Northern industrial conurbation also has 200 bedrooms. Moreover, the hotel is also found to provide the guests with the facilities of a conference; banquet and also possess a popular location for weddings (Cavendish Hall, 2020). The aim of the particular hotel examined in the segments of performance management assignment has been to become the top choice of venue for conferencing and events within the respective region.

Indicators and possible causes based on the levels of poor performance within Cavendish Hall Hotel
The respective hotel selected to prepare this performance management assignment has been considered to operate with a formal scheme of annual appraisal that has been a significant part of the new system of performance management and is also related to the pay scheme of the individual performances. Besides the incorporation of the respective scheme, there have been several problems associated with performance as the hotel was found to receive quite a few of the poor reviews through the guests related to the concerning levels of the customer service along with the cleanliness of the room upon Trip Advisor of the UK. Thus, the problems were found to deal with the lack of professionalism within the staff; spare keys of the rooms are also known not to work; inappropriate service is provided to the guests along with improper amenities. Other than these, as evidenced by Sehnem et al., (2019, p. 239), the staffs have been known not to be friendly at all and the guests were repeatedly interrupted due to room checking. The lower number of employees is available within the hotel which causes a slow service and checkouts as well. Nevertheless, the hotel has also been found to suffer through the declining rates of occupancy of the rooms that have recently attracted many negative attentions through the head office.

What are the causes of poor performance and the way it shapes the approach for managing organizational performance in the context of performance management assignment?
The HR records were checked by the new manager within the respective hotel where it has been evidenced that there are no requests for the sessions on training and development through the respective department as per the training administrator of the HR. However, while checking on the key metrics of HR for the respective department, sickness absence has also been noticed within this department which has also increased to be above average for the concerned hotel. Hence it is stated in this performance management assignment that within an average, the hotel has been found to lose 8 days every year regarding the absence due to sickness in comparison with 5.3 within the hotel as a whole. On the other hand, it has also been found that the young HR manager has a sharp voice and tone while talking to the staff of the hotel. As stated by Peñalver et al., (2019, p. 380), the HR manager has also been noticed to have a bad attitude for other employees or while talking to them. Nevertheless, a complaint has also been enrolled by the accounting clerk regarding the HR for the way of speaking with harsh comments when an error was identified in the banking paperwork by the clerk. Hence, the meetings that is conducted by the HR manager with the team as discussed in the performance management assignment results in being for a short span of time and is mostly emphasized on the allocation of the tasks.

Thus, this has been the main reason for staff turnover for the hotel along with the respective problems that tend to occur with the customers. All these mainly contribute to poor performance which can eventually erode the engagement of the employees. However, when employees are considered to see the program for being unfair, they might feel uninspired for their future within the respective agency along with lowering the motivation; the level of performance or rather to leave the job as well. As put forward by Ali et al., (2019, p. 119), the responsibility of a manager within an organization is known to have a great significance related to the impact within the organizational performance. Their role has been for aligning the performance as per the staff and the department through overarching the goals of the company. These, in turn, tend to play a crucial role while shaping the culture of the organization. On the other hand, it has also been evidenced that poor performance can lead to poor outcomes of an organization that has happened in the respective hotel. For instance, low morale within the employees; lack in their personal motivation; poor environment of work, and similar other stress can appear within the workers such as physical stress; family pressure; cultural misunderstandings, and many more (Dhole, 2020). Thus, the management of poor performance can help the concerned hotel to act accordingly and shine within the UK market of UK with a good reputation for the customers.

What are the key components of HPWS related to the hospitality (hotel) sector in regards to the case of performance management assignment?
According to the view of Úbeda-García et al., (2018, p. 400), it is clear on this performance management assignment that self-directed team, quality circles, Human resource practices and access to the company information are for basic components of HPWS (High-Performance working system) in the hotel sector. Based on the case study, it has been identified that although the new manager has considered the performance appraisal process successfully, the importance of training and development is not mentioned formally. Furthermore, the line manager has made an interim review regarding the hotel performance but the manager has intimated regarding human resource development strategy to the HR department. However, the mismanagement within the Cavendish Hall Hotel has deteriorated the overall performance. The overall case examined in the sections of performance management assignment reveals that human resource practices are not properly implemented and the quality circle concept is considered effectively to maintain sustainability in the hotel sector. Guests have complained regarding the customer service on Trip advisor site which depicts that HPWS components are not properly followed and it has damaged hotel performance.

Based on the view of Pham et al., (2019, p. 388), it has been identified that the importance of the high-performance working system in the hotel sector is essential as it ensures the satisfaction level of customers. The integration of four components of HPWS is important to the management for enhancing the performance quality of the Cavendish Hall Hotel. Based on the review of Daphne, it has been identified herein performance management assignment that the performance quality of reception of the hotel was poor and this is the key reason for deteriorating customer satisfaction. It implies that team performance has not been maintained for enhancing organizational productivity. Based on the view of Hong et al., (2017, p. 751), the HPWS concept is increasing its importance throughout the globe as it enhances the competitive advantages of the business. The key focus is needed to be made on the human resource development process as skill development human resources can help a hotel to enhance customer satisfaction. The case study analysis on performance management assignment depicts that integration among four components of HPWS is essential for developing the performance of the Cavendish Hall Hotel in the industry.

Recommendation for HR manager for building an effective HPWS for addressing the performance issues
As mentioned by Jaiswal and Dhar, (2017, p. 4), five key elements are needed to be considered in order to implement an effective HPWS for overcoming performance issues. The top-level management of Cavendish Hall Hotel has to focus on these elements appropriately for enhancing their performance in the hotel sector. These five elements of developing HPWS within an organization are discussed below.

Ensuring compensation of employees
The performance management assignment analyses the view of Zhong et al., (2016, p. 827) that providing the right compensation to the employees of an organization increases motivation to the work and the performance quality of an organization is easily developed. In the case of the hotel industry also it is important to focus on the right compensation to the employees. Based on the case study it is identified that the overall managerial performance was not good as an accounting clerk had made a negative comment against the new manager. Hence, it is completely clear from the study that compensation is needed to provide based on performance appraisal.

Look up the information regarding employee benefit
Based on the view of Murphy et al., (2018, p. 366), it is clear that top-level management of an organization has the responsibility to review the benefits of employees as it is essential to enhance the contribution of workers to the organization. The case study analysis states that staff members of the Cavendish Hall Hotel were not satisfied with the teamwork as new managers' performance was not good. In this respect, it can be stated in the performance management assignment that team performance is needed to be evaluated with respect to the benefits of employees.

Focusing on recruitment expenses
As mentioned by Hong et al., (2017, p. 751), controlling the recruitment expenses of an organization is essential for ensuring that the HR department focuses on the sustainable human resource development approach. After the appointment of the new manager, the performance stability has been identified but subsequently, it is found that the overall management capacity of the new manager was not good. Hence, it is essential to focus on the control of recruitment expenses properly to enhance the quality of performance in the hotel.

Maintaining Training Program
As depicted by Kukreti and Chauhan, (2017, p. 1329), the development of training program to the employees in an organization is important for enhancing performance level. The case study considered to prepare this performance management assignment says that each employee in the Cavendish Hall Hotel has received 1% salary hike and in this case, performance appraisal is not made. This is not the right step as based on effective performance appraisal, weak areas of employee performance can be easily identified. Hence, the development of a training program is essential in case of enhancing the quality of performance.

Enhancing the use of Personnel Record
As mentioned by Baradarani and Kilic, (2018, p. 898), personnel record is important to maintain in case of a business entity as different types of information can be retrieved according to the requirements. Hence, in the case of Cavendish Hall Hotel also it is important to focus on the development of personnel record as it would help to implement High-Performance Working System successfully and organizational development would be ensured.

Barriers related to the successful implementation of the recommended systems 
As mentioned by Akhtar et al., (2016, p. 711), it is stated herein performance management assignment that the key issue in case of implementing HPWS successfully is the high cost of maintaining a training program. This is because; training and development program needs effective planning to implement the program successfully. In the case of the hotel industry, it is identified that except luxury hotels, other organizations cannot afford the cost of training and development. Hence, based on effective planning, implementation of the training program to enhance HPWS is a complicated process due to cost. This is one of the major barriers in case of implementing High-Performance Working System effectively.

Furthermore, compensation to the employees has been provided without considering the appropriate performance appraisal system. It is another important barrier to implement HPWS properly. According to the view of Murphy et al., (2018, p. 370), the performance appraisal technique is essential for identifying effective human resources within an organization and it helps to increase organizational efficiency level. If the performance evaluation is made correctly, it increases compensation to the right employees but lack of effective performance appraisal creates barrier to implement HPWS within an organization. Based on the case study considered in the present context of performance management assignment it is found that the annual performance appraisal system of Cavendish Hall Hotel was not good and it is needed to be developed for implementing the recommended HPWS system successfully (www.landmarktrust.org.uk).

Sometimes, HR department cannot implement the recruitment process accurately and this creates barrier in the implementation of a High-Performance Working System. In the case of Cavendish Hall Hotel also, it is essential to focus on the recruitment process for identifying the best talent for the organization. Daphne Jones has to focus on the identification of the best talent for the hotel to ensure high-quality performance. According to the view of Zhong et al., (2016, p. 837), consideration of skilled labour can help an organization to enhance productivity, and performance level has been increased which ensures competitive advantages in the market. Hence, from the case study discussion build on this performance management assignment, it is identified that the talent acquisition process is needed to be considered properly by the management of a hotel as a lack of effective talent quality of performance cannot be ensured.

Conclusion 
To conclude, the present study analysed in the performance management assignment has evaluated the aspects related to performance management through organizational people emphasizing on the poor situation of Cavendish Hall Hotel which was caused due to an improper HR management. However, the causes and indicators of the poor performance for the respective hotel have been mentioned in the present discussion. On the other hand, recommendations have also been outlined in regards to the case scenario of performance management assignment related to the practice of HR management for building an efficient high performance system of work within the concerned organization along with its barriers. In order to overcome barriers in the implementation of HPWS, the management of Cavendish Hall Hotel has to focus on the recruitment process and performance appraisal system of the organization. This is because the lack of effective performance appraisal deteriorates productivity of an enterprise and high performance working system cannot be implemented successfully. It is already identified that HPWS is an important concept of hotel sector and hence, it is important focus on the components of this system.

References
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Ali, A., Wang, H. and Khan, A.N., 2019. Mechanism to enhance team creative performance through social media: A Transactive memory system approach. Performance management assignment Computers in Human Behavior, 91, pp.115-126.

Baradarani, S. and Kilic, H., 2018. Service innovation in the hotel industry: culture, behavior, performance. The Service Industries Journal, 38(13-14), pp.897-924.

Dhole, V., 2020. Managing Performance Appraisal.

Hong, Y., Jiang, Y., Liao, H. and Sturman, M.C., 2017. High performance work systems for service quality: Boundary conditions and influence processes. Human Resource Management, 56(5), pp.747-767.

Jaiswal, D. and Dhar, R.L., 2017. Impact of human resources practices on employee creativity in the hotel industry: The impact of job autonomy. Journal of Human Resources in Hospitality & Tourism, 16(1), pp.1-21.

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Murphy, K., Torres, E., Ingram, W. and Hutchinson, J. 2018, "A review of high performance work practices (HPWPs) literature and recommendations for future research in the hospitality industry" International Journal of Contemporary Hospitality Management, 30(1), pp. 365-388.

Peñalver, J., Salanova, M., Martínez, I.M. and Schaufeli, W.B., 2019. Happy-productive groups: How positive affect links to performance through social resources. Performance management assignment The Journal of Positive Psychology, 14(3), pp.377-392.

Pham, N.T., Tu?ková, Z. and Jabbour, C.J.C., 2019. Greening the hospitality industry: How do green human resource management practices influence organizational citizenship behavior in hotels? A mixed-methods study. Tourism Management, 72, p6-399.

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Úbeda-García, M., Claver-Cortés, E., Marco-Lajara, B., Zaragoza-Sáez, P. and García-Lillo, F., 2018. High performance work system and performance: Opening the black box through the organizational ambidexterity and human resource flexibility. Journal of Business Research, 88, pp.397-406.

www.landmarktrust.org.uk, 2020. Holiday At Cavendish Hall In Cavendish, Suffolk | The Landmark Trust. Landmark Trust.org.uk. Performance manement assignment Available at: <https://www.landmarktrust.org.uk/search-and-book/properties/cavendish-hall-5895> [Accessed 24 April 2020].

Yu, Q., Yen, D.A., Barnes, B.R. and Huang, Y.A., 2019. Enhancing firm performance through internal market orientation and employee organizational commitment. The International Journal of Human Resource Management, 30(6), pp.964-987.

Zhong, L., Wayne, S.J. and Liden, R.C., 2016. Job engagement, perceived organizational support, high?performance human resource practices, and cultural value orientations: A cross?level investigation. Performance management assignment Journal of Organizational Behavior, 37(6), pp.823-844.