Hotel Management and Performance Evaluation-酒店管理和绩效评估

Introduction
引言
 

As chairman and CEO of Loews hotel, Jonathan Tisch wanted to understand the work problems between employees and management. So he came into staff’s work to get the employee's work experience, and found a lack of enterprise management. The lack of the management inspired Tisch to re-thinking human resources management. After making a deep thinking, he put out some important management plans for Loews hotel.
由于洛伊斯酒店的董事长兼首席执行官乔纳森·蒂施想了解员工和管理层之间的工作问题。于是，他去做了员工的工作，获得了员工的工作经验，并发现缺乏企业管理。管理层缺乏灵感使蒂施重新思考人力资源管理。做了深刻的思考后，他拿出的洛伊斯酒店一些重要的管理计划。
 

1 Questions in Loews Hotel and Improvements
洛伊斯酒店的问题及改进措施
 

1.1 Ignored the communication with employees
忽略与员工沟通
 

For this enterprise, in the process of management, managers ignored the communication and exchange with employees. Lack of communication led to the management can not really understand the needs of employees, and thus can not solve the problems of them. In business, compared with managers, employees especially workers who did service jobs are the most difficult. For working employees, comfortable working clothes and suitable working tools are very essential. These problems can significantly affect an employee's work efficiency and work attitude though they look very small. More communication with the employees and understand heir needs, is the key to improve business performance.
对于这家企业，在管理过程中，管理者忽略了与员工的沟通和交流。缺乏沟通导致的管理无法真正了解员工的需求，从而解决不了他们的问题。在业务上，与管理者，员工特别是工人谁做服务性工作相比是最困难的。对于工作的员工，舒适的工作服和合适的工作工具是十分必要的。这些问题可以显著影响员工的工作效率和工作态度，虽然他们看起来非常小。与员工多沟通，了解继承人的需要，是提高企业绩效的关键。
 

Managers should fully consider the situation in the course of employment and pay attention to their ideas. Seriously investigate the work of employees have any ideas and suggestions to their leaders. And then pour out of these ideas and proposals to be answered. For the boss, how to meet various requirements of employees will affect the trust for each other. This will be of great benefit to the company's development. For example, a securities company held a branch manager at the workshop, the instructor of the company is the director, sincerely told his right experience, so that branch managers have been deeply moved. In order to enhance the performance of branches, some branch managers working hard.#p#分页标题#e#
管理者应充分考虑在就业过程中的情况，并注意自己的想法。认真调查员工的工作有什么想法和建议，他们的领导人。然后倒出来的这些想法和需要回答的建议。对于老板，如何满足员工的各种要求会影响彼此的信任。这将是大有裨益的公司的发展。例如，证券公司持有的分行经理在研讨会上，该公司的讲师是导演，真诚地告诉他正确的经验，使分行经理已经深深感动。为了提高分公司的性能，一些分行经理努力工作。

These cases are good, but there is something wrong with the method. Most of the branch managers, give all work to the employees regardless of how the actual situation is. They only want to be sure to improve business performance. To avoid this, managers should not only focus their vision on the company, but to think more of the employees. At this position to the employees for their ideas, managers will found that the employees naturally willing to implement policies in company. Managers need to understand that only take into account its ideas and meet their needs can the employees work for you and really help you.

 

1.2 Compensation management system is imperfect

Through in-depth work experience, Mr Tisch found that their employees’ enthusiasm is not high. Through analysis, the conclusion is that companies pay management system is imperfect. Reward and punishment system is not clear. Outstanding employees are not really encouraged which will affect the employees' enthusiasm. It leads to lower efficiency. Mr Tisch thought that the development of detailed and reasonable compensation management system is necessary.

Successful companies all have a very successful compensation management system. In the work, employees must feel their value has been recognized by others. No matter how wonderful grateful words manager use and how good training manager provide, they ultimately expect is to get their deserved rewards so that their value can be manifested. In the enterprise, an employee’s wage is based on the performance of his work set. Salary of an enterprise evaluation system is a prerequisite for employees. Performance and remuneration is directly proportional. The wage differential is necessary. We must work according to specific performance under a variety of benefits provided, such as the house, food subsidies, and the credit cards and so on. Practice has fully proved that a reasonable salary allocation under the initiative is the key retain the employees.
 

2 The Impacts of the Experiences for Performance Management
 

2.1 achieve performance of communication

Mr Tisch understood of the importance of service employee’s work through his own hard experience. Learn to understand that employees need to be respected and desire for harmonious staff relations. By improving the management system, staff development to achieve the maximum. Serviced at the grassroots level, Mr Tisch found that the clothes and tools which workers used in their jobs are not comfortable. It seriously affected the pace of their work. Unsuited working environment will greatly affect their working morale. At this point, Mr Tisch recognized that managers must pay more attention to the needs of employees. As managers, they should meet the needs of employees from the details and provide employees with a good working environment.#p#分页标题#e#

The CEO realized that the performance of communication play an important role in performance management. In order to achieve the performance setting, the managers and employee ought to ongoing two-way communication. Administrators and managers need to set performance goals and maintain constant communication.

For a company, the real competition is the qualified personnel’s competition. For the development of enterprises, by all means to retain talent is the focus of managers. Today, many companies aimed at using a variety of ways want to take a rope tied talent to retain talent. Of course, this can play a certain effect. But there are more effective than this method, it is invisible feelings.

If managers want to keep people, they must pay attention to people. These ropes are not the best way to keep people. In management, in addition to material incentives to meet their basic needs, but also to meet the spiritual needs of employees. Although material incentives play a role to meet the daily needs of employees and live comfortably despite the hard work of employees, this is not the key to retaining employees. Once the most basic material been met, there is a higher level of demand which is referred to other higher levels of Maslow's needs - a sense of security, social, respect and self-realization of the ideal. In many cases, these spiritual motivation is more important, many employees’ income are not low, but managers still unable to retain people. It is not because of physical, but spiritual. Wise leaders will meet the spiritual needs of employees and give them love and care. These are really fundamental to retain talent. Managers should give different humane care to meet diverse needs of employees. This method may achieve effective communication with their sincere feelings to retain talents.

Manager's sentiment will get feedback of love from employees. For a talented person, once formed love to the company and managers, he would not choose to leave even if the treatment was almost. That is true to retain talents. In order to achieve this goal, managers must meet the spiritual needs of employees.

During the experience of being service personnel, Tisch experienced the situation of being overlooked position. This experience makes him aware of the importance of improving the status of employees. By upgrading the promotion of employees, the managers improve employee working atmosphere. By optimizing the compensation management system, the managers will improve employee productivity.

Managers should to seize the many opportunities for fun with the employees such as holiday and to congratulate the company engaged in the festival, or the company's external publicity for foreign performances. Managers must actively participate and together with your employees happy. At this time, the managers should just normal one of them. They have to focus on the activity itself and relax truly. Managers can no longer participate as a serious leader because it will let everyone has an invisible monitoring and control. It potentially affects the relationship between the managers and employees.#p#分页标题#e#

As a manager, you can even come forward to organize small events and thank for their long-term cooperation and support. When people have a common interest, the employee's thoughts and feelings will naturally move closer to the manager, the relationship between them will become closer.

2.2 improve the pay system based on performance management

To play the bonus incentive, managers must do the following:

Managers should establish effective standards and build the confidence of the employees of the award criteria. Firstly, the standard which bonus plan based must be fixed. To set the provisions of the circumstances under which such a standard are effective. In the work, employees must feel their value has been recognized by others. No matter how wonderful grateful words manager use and how good training manager provide, they ultimately expect is to get their deserved rewards so that their value can be manifested. In the enterprise, an employee’s wage is based on the performance of his work set. Salary of an enterprise evaluation system is a prerequisite for employees. Performance and remuneration is directly proportional. Secondly, bonus criteria must be clear. Finally, the bonus criteria must be careful. The managers should not only paid attention to the number but ignore quality. Once fixes the standard of criteria, managers can not arbitrarily raise or lower the standard bonus rate.

Managers should improve the rules and regulations. The institutional and legal management will increase employees’ trust in business. It become easy and clearly for managers in management. Bonus plan must be based on careful research on working hours, and by industrial engineers, working hours, ergonomics expert and other experts involved in the management.

Managers should ensure that the salary has a direct relationship with the effort. One element of that whether a bonus system is successful is to make people believe to get the corresponding bonus through their own efforts. Therefore, the standard bonus plan rewards must be based on the employee's actual ability to reasonably develop. Providing employees with appropriate training, equipment, tools and so on is very important. In addition, employees can control of the entire work process. By this wan they can improve their level of effort and work performance, so that get a high reward.

Employees must pay attention to the compensation. Employees have different needs because the have different personality. It leads to different pay for different employees who have different appeal. Therefore, managers ought to effectively investigate the needs of employees, implementation of targeted incentives.