HOTEL REGENCY

KHARTOUM

PROCEDURE
EVALUATION OF COMPETENCES

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THE EVALUATION SYSTEM
The evaluation system is a very efficient tool of work, (short and long term), for managing the human
resources of the Regency Hotel.

OBJECTIVE
The evaluation of competences has for objective to revise the progress of each employee, according to
tasks and the responsibilities assigned. The revision of tasks, determine the needs for improvement and
set up the training request of hotel employee.

GENERALTIES
This tool is applied worldwide and is very beneficial for the firm, because it is easy to implement and
adapt itself to the modern technologies in term of Management of Human resources.

The system does not change the structure of the hotel. It allows bringing better management of the
human resources. It increase productivity and reinforce, in long range, a substantial saving in salaries
and recruitment fees.

CONCEPT
The concept is to analyze all tasks applied to a specific post of work as mention in the Job description.

This creates a data base of information for the hotel and the employee.

Each post of work is defined, then evaluate for a determinate period. It takes place, generally, each year.

With this tool we are able to measure the yearly progress of the employee.

JOB DESCRIPTION
Each employee should be clearly explained the tasks of his/her position in the hotel and the job
description is the written support for this purpose

For a determinate work, define by the employer, the employee agreed to perform the work according to
established procedure. The employee accepts the work with a salary in counter party.

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THE EVALUATION
The Quality of your professionals’ competences is the guaranty of your success

To create a specific and standard style of service we should communicate our vision and bring it
knowledgeable to each staff member.

Training encouraged each one to fulfill his objectives. Each one needs to know his progress by
recognition and rewards according to results achieved.

The system of evaluation is an efficient working tool, which help the Hotel to motivate staff. By using
this tool, correctly, we create benefit for both, the Hotel and the employee.

The question that are frequently asked by the employee, are:

- Do I do my work well?
- Where am I standing with my career?
- What can I do to improve?
- Are my superiors pleased with my performance?

A positive and constructive approach of the evaluation system, answer these questions. It is a procedure
which brings certain advantage to the employee and the employer. It is a win-win situation.

- Opening of communication means.

- Mutual comprehension of responsibilities’ and objectives.
- Stabilize a situation link to competences
- Underline the needs of training
- Propose solutions for improvement
- Is used as guide for individual career.
- Improve work relationship
- Reinforce energies of the Hotel’s objectives.

These advantages have a great value but could be lost by the following wrong manners:

- Using the evaluation system like a disguised sanction means, toward employee.
- Using this tool as a unique way of communication. Telling the employee what we think about its
performances without giving him/her the opportunity to discuss and listen to what he/she has
to say.

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HOW TO CONDUCT AN EVALUATION OF COMPETENCES
1- Preparation of the Supervisor.

You have to take the time to prepare yourself like for an important meeting. A lot of evaluation misses
their target by lack of preparation. During the meeting you have the opportunity to show your
Management skills. Do not miss it.

The points to be considered;

- Revised the job description

- Certain tasks may not be longer applicable.
- Others tasks may be added.
- Revise the key points.
- Are the objectives been reached?
- The results are affected by external reason or by performance of the employee?
- Revise the contribution to Quality, Productivity, and Profitability.
- What are the evidences of this contribution?
- Is the employee using his /her competences appropriate to situation?
- What are the weak and strong point of the employee?

When available, it is recommended to revise the precedent evaluation and take opinion of other
Supervisors when this is applicable.

Use a blank sheet of evaluation to note your remarks and underline the major points you wish to discuss
with the employee. You should be aware that in no case your preparation will be reflecting the final
document.

You should work on base of facts and not on presumptions or opinions.

Revise the period concern (since last evaluation, when available) and not only for the last months.

Use your qualities of Managers

- Managing others
- Managing itself
- Solving problems
- Achieving Hotel goals.

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 2- Preparation of the Employee

The evaluation is an important step in the career plan. The preparation of this meeting is crucial.

The personal evaluation is a fundamental of the evaluation system.

The employee must take enough time to prepare himself/herself. A blank form of criteria will be given
to the employee prior to the meeting. The employee will be ask to fill the form of the best of his/her
capability. To think deeply on what he/she believes is the performance of each criterion.

The supervisor is waiting for an excellent quality of information. He will explain how to fill up the form.

The points to be considered:

- Revise the job description. (An Arabic translation is available when needed).
- How do the employee evaluate himself/herself compare to what is asks from him/her?
- Has new tasks been assigned?
- Has the objectives (when applicable) been achieved?
- What is the contribution to Quality, Productivity and Profitability?
- Be ready to provide example of contribution.
- What are the weak and strong points?
- Are you satisfied with own results?
- What are the career aspirations?
- What are the possibilities of transfer?
- Is there a replacement at this post?
- Use a blank sheet of evaluation for writing comments and appreciations.

3- Make the meeting a successful , and efficient tool of work

In order to enhance the meeting into the best conditions you will use a serial of basic techniques.

Most of these techniques are familiar to you, but they are often skipped.

Start the meeting putting the employee at ease. This will establish an atmosphere of real discussion
between workers and will help to continue the meeting with cordial and professional relationship.

Explain how the meeting will be held, so that the employee understands what is expected from him/her.

Remind that the meeting is confidential and free talking is allowed.

Always start the discussion with the evaluation points of the employee. This will have more impact if
he/she has the opportunity to give his/her point of view, first.

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Give the employee the possibility to pinpoint the important point that he/she would like to discuss.
When you give your point of view, always start with a positive sentence before going into discussion,
especially when you know that there are needs for improvement.

Remember to discuss all the points. If a point requires improvement, you should make sure that the
employee understand and agree with you the existence of this need. This is not easy and when you have
successfully solved it, you will be able to help this employee to develop his/her competences.

Revise the point over the full last period since last evaluation, when applicable.

Do not concentrate only on one particular point; especially if something specific happen recently. It
doesn’t matter if it was good or bad.

You should agree, both parties, of the conclusion which will be written on the evaluation form at the end
of the meeting

Always keep an open mind and be ready to change your initial notes.

4- How to organize the evaluation meeting.

Be ready with a good preparation. Do not be disturbed. Encourage employee to express itself/herself
freely. Remind the confidentiality.

Revise the criteria of the evaluation

Recognize the weak and strong points

Identified an action plan for the next evaluation

Set the next objective

Agreed on the evolution of career

4-1- Revise the competences.

The beginning of the discussion starts with the revision of the tasks and criteria prepared by the
employee. The following 3 points will be evaluate

- Performance in correlation with tasks (new tasks could have been added or other cancelled)
- Achievement of objectives (discuss the results and give your approval when it is positive)
- Contribution to quality, productivity and profitability.(examples and facts to be mentioned)

During the discussion you will have to review the strong and the weak points. Take note each time.

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If the performance is not satisfactory you will give the reason and after getting the understanding and
the approval of employee, you will establish an action plan, to bring a solution.

4-2 – Needs for improvement and action plan

You will have to analyze what is the needs requirement of the employee as well as the hotel needs and
the possibilities offered. As Supervisor you will know what best for both parties. The solutions are the
following:

- Training inside the hotel

- Training in other department (some employee wish to have other experience within the hotel)
- Training outside the hotel (when possible and budget allocated)
- Training abroad ( when possible and budget allocated as well as previous agreement)
- External study when required for the hotel benefit with a specific contract
- Other formula to be studied with Management approval

The needs of the employee will be recorded and send to Human Resources Department. A summary of
all training needs will be establish to allocated budget and training plan for the whole hotel.

4-3- Objectives of work

You have defined the needs, now; you have to define the objectives.

The objectives should put the employee into a situation which will force him/her to better results. To
reach this, you will use the strong points and will build up the tasks assigned. You must have the
agreement of the employee for the objectives set up.

You have to make sure that the objectives are

- Measurable. Be sure to agree with the results expected

- Realistic. Be sure that result can be reached
- Constructive. Be sure that the objective will allow the employee to build up his/her
competences. Increasing competences will be beneficial for employee and hotel.
- Achievable. Be sure that objective can be achieved in reasonable and agreed time.

The number of objectives will depend on the existing opportunities, the ability of the person, the
motivation felt, and the complexity of the employee work tasks.

One objective per employee and per year will be the minimum.

The evaluation of the objectives could be conducted each year, each six months if required.

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4-4- Career plan.

This is the most important part of the evaluation procedure.

Your implication into the career of the employee is what is most expected from him/her.

Showing concern to the future of your employee, with the hotel Regency will enhance his/her
motivation. The benefit will directly goes to the hotel in term of quality, productivity and profitability.
This is a win-win situation.

You will be in position to propose the following solutions:

- Potential and promotion. In evaluating the performances, you will be able to determine the
possibility to obtain a promotion to higher post in a determinate period of time. If you give a
favorable advice for promotion, you will give the title of the post proposed and the period for its
application. You have to keep in mind that if you propose a promotion, you must also propose a
person to replace the post which will become vacant. This means probably a need for training
for the future candidate.
- Transfer is possible within the hotel if employee express the wish. Transferring an employee to
other department is certainly more beneficial for the hotel. The employee must be motivated.
The Supervisor must evaluate this possibility and control the availability. A transfer could be
organized with cross training. You should also plan a replacement for the post if transfer is
effective. It will be the objective of the employee transferred to insure the training of his/her
replacement.
- Other career plan could be developed with Management agreement.

CLOSING THE EVALUATION

At the end of the meeting, the evaluations forms are completed properly. The employee will write
his/her comments. The supervisor will write his/her comments. The evaluations forms will be forward to
the General Manager for final approval with comments and signature.

Evaluations forms will be send to Human Resources Department and kept in employee‘s file. A copy
could be given to employee on request. It is important that employee feels concern and knows what is
expected from him/her. Consideration and encouragement are strong motivation tools.

The evaluation forms will be used for the next evaluation.

The evaluation forms

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 HOTEL REGENCY KHARTOUM
SUMMARY EVALUATION FORM

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Date of evaluation:

Name of Employee:

Title of the post:

Date of entry in the hotel:

Department and Working place:

Supervisor name:

Results achieved
Responsibilities:

Pre established objectives:

Comments of the supervisor:

Comments of the employee:

Comments of the Unit Manager:

HOTEL REGENCY KHARTOUM

EVALUATION OF TASKS PERFORMANCE
Employee Name Date

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Criteria from job A B C D Comments
description
QUALITY OF WORK
The tasks are done
The tasks are efficient
Has an appropriate appearance
Has IT knowledge
ORGANISATION OF WORK
The work is done in time
The procedures are followed
The work is organized and ordered
The employee is independent
TEAM SPIRIT AND HUMAN RELATION
Built relation with efficiency
Maintain good spirit contact
Works with others
Accept order from supervisor
COMMUNICATION
Communicate verbally and in writing
Is precise, clear, just
Knows how to listen
Knows how to solve problems
MANAGEMENT
Motivate others
Manages productivity and profitability
Controls costs and expenses
Render quality and efficient service
Knows how to handle conflict
Is an example for others
CREATIVITY
Suggest methods and ways more
efficient
Initiates projects for hotel benefit
Uses the resources with innovation
OTHER POINTS

Rating: A= Excellent, B= Good, C= Average, D= to be improved, Comment = NA or other

HOTEL REGENCY KHARTOUM

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 EVALUATION
Employee Name Date

NEEDS FOR DEVELOPMENT

Needs Action Date

POTENTIAL and PROMOTION

Post of promotion proposed:

The employee is Ready As potential Little potential

Comments:

Transfer possibility Yes No

Potential of transfer ( comment your decision)

Replacement in the Hotel

Name of Employee:

Post actual occupied:

The employee is qualify Yes No

The employee will be qualify in time Year Month

Comments of the employee:

Signatures
Employee Supervisor Unit Manager

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