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  • Subject Name : Management

Smart Goals

Introduction to Smart Goals

SMART goals help to focus on work and achieving objectives. As a manager, I have provided feedback to all the three employees Greg, Conner, Amaya. The appraisal process helps in taking shared responsibility for development and improvement for both restaurant and individual. The development plan for staff will improve functionality and helps in personal reflection by the employee.

Performance Appraisal for Greg, Conner, Amaya

Greg’s Background

Greg works at one of the wait staff at our restaurant in Sydney. He is not punctual and his uniform his not tidy too. He is behind in his work and feels demotivated and consider that he is letting himself and the team down

Evaluation and Feedback for Greg

Greg's performance has been average. The job profile of wait staff requires a pleasant attitude and requires employee appearance as clean and unblemished. The customer order and service delivery scope of Greg are above satisfactory. Greg s delay in work results in him unable to provide recommendations and taking up orders as he is unorganized which creates customer wait time and cancellation of the order by restaurant patrons.

Smart Goals

  • Participation in training sessions for guest relation management for quarter 3rdand 4th to boost confidence in streamline operations by 10% in Food and beverage segment
  • Dress code fundamentals sessions for professional standards as part of service and behavior conduct on alternate Saturday for 6 months from August onwards 
  • Daily reconciliation of work to improve accuracy and time effectiveness with an error margin of less than 1% for the quarter 3rdand 4th

Steps for the achievement of goals for all employees are -

  • Development of action plan in line with goals
  • Measurement through evaluation by Manager
  • Review at the designated date before the next appraisal

Action Plan

Goals

Facilitator

Person Responsible

Follow-Up

Goal 1

Customized training on paint points discussed by staff and HR s feedback

Head of Training & Learning

Assessment on staff involvement and participation and value derived from training at the end of every month 

Goal 2

Allow staff to be organized for work before serving guest on the duty to increase self-confidence

Manager –F&B

Penalty on staff in case of disheveled

approach on non-adherence to proper dress code policy for a professional appearance

Goal 3

Maintenance of time management for Greg’s efficiency at work and providing additional support for adaptation

Manager –F&B

Performance measurement on targets allocated to the actual performance at every month helps in efficiency tracking (Niven,2016)

Conner‘s Background

Conner’s attitude has a” that will do attitude” towards work. He does not put much extra effort and has poor customer service. We have received complaints regarding Conner’s complaint regarding his poor attitude.

Evaluation and Feedback

Conner’s performance has been below the acceptable standard for the year. He has poor communication skills and maintains poor posture and low stamina at the workplace.

Smart Goals

  • Increasing customer retention by 1% to 8% through follow-up on customer log list
  • Software induced training for experience in ordering information system to improve customer ordering experience for service quality by 10% for the year 2020
  • Increasing involvement in the skill development program for team spirit and communication skill standard for restaurant customer turnover to 15% for the 3rd

Action Plan

Goals

Facilitator

Person Responsible

Follow-Up

Goal 1

Providing support to staff for customer service quality

COO

Follow up on daily results on customer delivery and exchange

Goal 2

Providing technical support for staff for workgroups to enrich the impact of training

Manager –F&B

Better service quality and time efficiency tracking on software training induction every month

Goal 3

Proving moral support for attitude and support for service inclination (Ford,2020)

Manager-F&B

Staff improvement on workplace conduct to be included in the annual appraisal cycle

Amaya‘s Background

Amaya is a hard-working employee. She is a professional at work. She is visionary and is studying hospitality and wants to be a supervisor in the future.

Evaluation and Feedback

Amaya is organized and possess good knowledge of silverware. She is proactive and attends guest with warmness and ensure superior service standards. The restaurant will help her in the development of her skills for professional growth

Smart Goals

  • Goal -1- Use of the desk management system to enhance culinary development skills by restaurants annual program for table engagement revenue $650 to $850 per month for the year 2020
  • Goal -2- Mentoring 5 new trainees for service and menu recommendation at the front hall for August and September 2020.
  • Goal-3- Driving sales of exclusive membership program for food and beverage service for the 3rdquarter to 700 user’s signup.

Action Plan

Goals

Facilitator

Person Responsible

Follow-Up

Goal -1

Staff progression for career development at the restaurant

HR Manager

Weekly monitoring to ensure engagement program has been aligned with staff work

Goal 2

Development of teamwork and increasing her domain knowledge

HR Manager

Induction program survey for assessing employees input and contribution (Forbes,2019)

Goal -3.

Revenue growth for the organization by program and guest relation handling by staff for customer retention by development channel material for soft skills

Manager –Food and beverage

Monitoring at every month for tracking employee performance

Reference List for Smart Goals

Ford, C.F., Sturman, CM. (2020). Managing hospitality organizations: Achieving experience in the guest experience. Sage publications.

Forbes. (2019).The five-step road to achievement. Retrieved from https://www.forbes.com/sites/palomacanterogomez/2019/06/20/the-5-steps-road-to-achievement/#20a7bdbb84f8

Niven, R.P., Lamorte, B.N. (2016). Objective and key results: driving focus, alignment, and engagement with OKRs. Wiley and Sons.

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