Performance review vs. appraisal interview in the hospitality industry
In the dynamic world of hospitality, performance reviews are essential for both employee development and the success of the hotel. Whether you are a receptionist, housekeeping staff, or manager, these reviews provide a valuable opportunity to assess performance, develop talents, and set future-oriented goals. Two common types of these reviews are the performance review and the appraisal interview. Understanding the difference between these two is important, as they each have a distinct purpose and can have various implications for your career in the hotel industry. So, what exactly is the difference between these two?
Performance review
A performance review is a two-way conversation involving both the hotel manager and the employee. Its primary goal is to enhance performance and support employee development, for example, by exploring ways to improve guest satisfaction or increase the hotel’s operational efficiency. During this discussion, mutual goals are set, such as improving check-in processes or increasing the number of positive reviews. Future growth opportunities and competency development are also addressed.
Appraisal interview
An appraisal interview, on the other hand, is typically one-sided. It is led by the manager or the HR department and focuses on evaluating the employee’s performance over a specific period, such as the high season or during a busy conference week. The outcome of an appraisal interview may have direct consequences, such as a salary increase, promotion, or performance improvement plan, depending on the employee’s achievements within the hotel.
Key differences
Objective:
Performance review: Focuses on improving performance and development, such as enhancing guest relations or increasing the efficiency of the housekeeping team.
Appraisal interview: Focuses on performance evaluation, for instance, how well an employee performed during the peak tourist season.
Communication Direction:
Performance review: Two-way communication; collaboration between employee and employer, where suggestions are shared to improve the quality of hotel service.
Appraisal interview: One-way communication; the manager assesses the employee, for example, how well an employee contributed to guest satisfaction or met revenue targets.
Focus:
Performance review: Competency development and growth opportunities within the hotel, such as advancing to a supervisor role or receiving training in customer service.
Appraisal interview: Performance during a specific period, for instance, how quickly and effectively an employee handled tasks during peak times.
Frequency:
Performance review: Multiple times a year; ongoing, especially during transitional periods like before and after peak season.
Appraisal interview: Typically once a year, for example, at the end of the year or tourist season.
Examples of performance reviews in a hotel
In a performance review within a hotel, both the employee and the manager are involved. The conversation may begin with a reflection on previous goals, such as improving guest reviews, followed by a discussion of current performance and challenges. Together, they can set new goals, such as increasing the efficiency of housekeeping services or improving the welcoming atmosphere at the reception.
Appraisal interview
An appraisal interview is usually led by the hotel manager or an HR staff member, who assesses the employee’s performance over a specific period. The discussion often follows a set agenda, such as reviewing KPIs for guest satisfaction or meeting reservation targets. Depending on the results, the meeting may conclude with an assessment that leads to a reward, like a bonus for achieving high customer satisfaction scores, or a performance improvement plan.
Preparation tips for hotel employees
For employers
Performance review: Ensure an open dialogue and encourage feedback, especially regarding work pressure during peak periods.
Focus on setting achievable and measurable goals, such as increasing the average guest rating by half a star.
Appraisal interview: Prepare clear evaluation criteria, such as customer satisfaction, teamwork, and punctuality.
Be honest and transparent in your feedback, linking it to specific situations that have occurred in the hotel.
For employees
Performance review: Be proactive and share your own goals and ambitions, such as advancing to a supervisory or management role in the hotel.
Stay open to constructive feedback and development opportunities, such as extra training in hospitality or language skills.
Appraisal interview: Reflect on your performance, such as how you contributed to higher customer satisfaction or improved team dynamics.
Prepare questions about your assessment to gain clarity on how you can further develop within the hotel.
Conclusion
Both performance reviews and appraisal interviews play a crucial role in the growth of both employees and the hotel itself. Performance reviews focus on personal development and the future, such as enhancing guest satisfaction or increasing operational efficiency, while appraisal interviews evaluate past performance and can have immediate consequences, like promotions or salary increases. By effectively utilizing both types of reviews, hotels can not only improve employee performance but also optimize the overall guest experience.
A balanced approach to both types of conversations can help motivate hotel staff and achieve business goals, ultimately resulting in a well-functioning hotel and satisfied guests.