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= L/TTLE= 



Appraisals are good at
helping new employees

settle in.  But if things aren't

working ...
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Star Quality Hospitality - The Key to a Successful Hospitality Business - Book extract featured in Hospitality Magazine


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Extract from published author Monica Or and her book 'Star Quality Hospitality - The Key to a Successful Hospitality Business' as featured in Hospitality Magazine Winter 2014.

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Star Quality Hospitality - The Key to a Successful Hospitality Business - Book extract featured in Hospitality Magazine

  1. 1. East a = L/TTLE= word praise Appraisals are good at helping new employees settle in. But if things aren't working out, offering a second chance will only lead to trouble, writes Monica Or FIH in an extract from her newly published book Star Quality Hospitality: The Key to a Successful Hospitality Business book ppraising employee performance is an area that is never done very well in hospitality. It is seen as an annual conversation that neither party are really bothered about, although it is much more than that and when done well it will benefit both you as the employer and your employee. When was the last time you thanked a member of your team for doing something well? It is always nice to receive a thank you, and even better to know exactly what you have been doing well and how you can improve to develop yourself further. The same goes for your employees. Informal chat Let's take a newly recruited food and beverage assistant as an example. Having had his induction he is now working hard and being trained to your standards, although how do you know if he is settling in, or if there is anything he is unsure about? Other than observing him or working alongside him you should set aside a time to have a job chat. This would be quite an informal chat about two to four weeks into his employment to find out how he is getting on and if there is anything he needs further assistance with. It is best to find these needs out in the early stages. lt also shows that as a caring employer you want to check he is happy and all is working well for the both of you. This is, if you like, his first mini—appraisal. The next chat you have with him would be towards the end of his probation period, just before the y three month mark. This would be a more formal meeting as this is the time to let him know whether or not he has passed his probationary period. All being well, he would have passed with flying colours by now and be able to demonstrate that he is fully competent in all aspects of his job role. If, however, he is struggling, then it is time to part company. That may sound harsh, but in the long term it will save you a lot of headaches. You should admit that he was not the right person for the job and start your search again. When I say this to many managers the response I get is: ‘Why can't I just extend the probation period for another month or two? ’ If you do this you are now carrying a weak member of staff who may not improve. Cut your losses Employees will gain full employment rights once they have been working with you for a year. By extending the probation period what tends to happen is that you keep that employee with full knowledge that they are not performing quite to the standards you want. Soon six months go by, then nine months, then a year. At this point you are getting complaints from customers, your other staff members are getting demotivated, no one wants to be on the same shift as this individual. Once your employee has been with you for a year, you need to be able to clearly show that remedial action has been taken which will involve more training and coaching which takes time. You are now no longer looking at appraising your staff, but at how to discipline them. This is too little too late, so cut your losses whilst you can and break up with a poor performing staff member before this behaviour manifests itself. Three months is plenty of time for an individual to demonstrate their capability in a job role. If it takes them longer than this, then this is a red flag which should be actioned and the relationship should be terminated there and then. > Monica or flu is the founder of Star lluality Hospitality consultancy and the chair of the Institute’: London Branch. Her new book. Star duality Hospitality: The Key to 1 Successful Hospitality Eusiness, is available now from Amazon. > Monica is holding her official book launch at Manulia Kitchen, 510 Fulham Rd, London SW6 5K1 on Thursday 22 lanuary 2015 at 6.30pm. (v lull ()1// ///4 | Hospitality 53