Performance management for hotels and resorts

KRAs by department

Keep four to six goals per role and take each number from the department's own records: the room inspection sheet, the function feedback form, the maintenance log. A goal the person cannot influence, such as occupancy for a room attendant, belongs in the head of department's KRAs, not theirs. Guest feedback that names an employee is worth tracking for every guest-facing role.

• Front office: check-in time, room upgrade upsells, guest feedback mentions, billing accuracy
• Housekeeping: rooms cleaned per shift, room inspection pass rate, linen and amenity control, lost and found handling
• F&B service: guest feedback, average cheque, banquet event scores
• Kitchen: food cost, hygiene audit score, wastage, consistency checks
• Engineering: preventive maintenance done on schedule, breakdown response time, energy use
• Sales: room nights and banquet revenue against target, new corporate accounts

A weighted example for housekeeping

Goals in ZeniaHR carry a type, one of KPI, OKR, KRA, competency or task, plus a weight, and each person's weighted progress is calculated from them. For a housekeeping floor supervisor, set room inspection pass rate at 40, rooms released on time at 25, linen loss at 15, team attendance at 10 and training completed at 10. If the supervisor fully meets the inspection and training goals, reaches 80 percent on rooms released, 50 percent on linen loss and fully meets attendance, weighted progress is 40 + 20 + 7.5 + 10 + 10 = 87.5 percent. Linen loss is the obvious topic for the review.

Review rhythm and the end of season

City hotels suit a quarterly cycle for supervisors and managers and a monthly cycle for line staff in departments with daily scores, such as front office and housekeeping. The annual cycle drives increments. Resorts add an end of season review for seasonal staff, set up as an ad hoc cycle, and its results become the rehire list for next year. Joiners on probation get their own cycle, and the head of department's probation rating from 1 to 5 in My Team decides confirmation.

Recognising guest-facing moments

Guest compliments name people: the bell captain who found a lost passport, the chef who baked a birthday cake at midnight. Turn them into praise with badges such as Customer first or Above and beyond, and read the monthly leaderboard out at the staff briefing in the cafeteria. Recognition costs nothing and matters in a job where good days often go unnoticed by anyone except the guest.

How to set it up in ZeniaHR

1. Create monthly, quarterly, annual and ad hoc end of season cycles in Performance, each with its own rating scale.
2. Add four to six weighted goals per role from department records, typed as KPI, KRA or task.
3. At each cycle close, read weighted progress and the cycle summary department by department.
4. Run probation reviews through My Team, with heads of department rating each joiner from 1 to 5.
5. Turn guest compliments into praise badges, and share the monthly leaderboard at staff briefings.

Read more about performance in ZeniaHR.

Roles this applies to

Frequently asked questions