This unit applies to individuals who monitor day-to-day staff performance in a tourism or hospitality context. It requires the application of significant communication and problem-solving skills combined with sound knowledge of current performance management practice.

Depending upon the sector and organisation, dedicated specialist staff, operational supervisors or managers undertake this role.

A more strategic approach to performance management can be found in specialist human resource management units from the Business Services Training Package.

Nil

ELEMENT

PERFORMANCE CRITERIA

1

Monitor staff performance and provide feedback.

1.1

Consult with and inform colleagues about expected standards of performance using appropriate communication mechanisms.

1.2

Monitor ongoing performance by maintaining close contact with the workplace and relevant colleagues.

1.3

Provide confirming and corrective feedback to colleagues on an ongoing basis.

1.4

Provide colleagues with appropriate guidance and support in the workplace.

1.5

Provide recognition and reward for achievements and outstanding performance according to organisation procedures.

1.6

Identify the need for further coaching or training and organise according to organisation policies.

2

Recognise and resolve performance problems.

2.1

Identify and investigate performance problems promptly.

2.2

Use feedback and coaching appropriately to address performance problems.

2.3

Discuss and agree upon possible solutions with the colleague in question according to organisation procedures.

2.4

Follow up outcomes of informal counselling through review in the workplace.

2.5

Organise and conduct a formal counselling session when needed according to required procedures.

3

Implement performance management systems.

3.1

Implement formal performance management systems according to organisation policy.

3.2

Conduct individual performance evaluations openly and fairly according to organisation policy.

3.3

Complete and file performance management records according to organisation policy and industrial requirements.

3.4

Agree on courses of action with colleagues and follow up in the workplace.

This section describes the essential skills and knowledge and their level, required for this unit.

The following skills must be assessed as part of this unit:

communication and interpersonal skills to provide effective feedback, coaching and counselling to team members

problem-solving skills to develop and respond to unpredictable staff performance issues

planning and organisational skills to monitor and maintain a formal performance management system

literacy skills to express potentially complex and sensitive information in writing and to develop and interpret typical performance management documentation

numeracy skills to work with documents such as staff records and schedules.

The following knowledge must be assessed as part of this unit:

understanding of the performance management concept within an organisation

types of performance standards and performance management systems applicable to tourism and hospitality workplaces

role and importance of feedback and coaching, including appropriate communication, in relation to monitoring staff performance

grievance procedures

performance appraisal techniques and systems, including:

reasons for performance appraisal

types of performance assessment

compiling and using performance data

protocols and procedures for performance appraisal interviews

procedures for formal counselling sessions

communication skills, including active listening, questioning and using appropriate non-verbal communication in relation to counselling, providing feedback and coaching

industrial relations, equal employment opportunity (EEO) and diversity issues and legislation that impact on monitoring staff performance.

The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, the range statement and the Assessment Guidelines for this Training Package.

Critical aspects for assessment and evidence required to demonstrate competency in this unit

Evidence of the following is essential:

knowledge of typical procedures and processes for formal performance management and counselling

ability to demonstrate appropriate communication skills to provide supportive feedback and guidance to colleagues

project or work activities that allow the candidate to address typical performance management issues found in tourism or hospitality workplaces.

Context of and specific resources for assessment

Assessment must ensure:

interaction with others to demonstrate appropriate communication skills.

Methods of assessment

A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:

evaluation of reports prepared by the candidate detailing how performance management issues may have been addressed during the conduct of a team project

evaluation of industry projects conducted by the candidate to develop performance management approaches for different workplaces

role-play to provide feedback and conduct a performance appraisal or formal counselling session

review of portfolios of evidence and third-party workplace reports of on-the-job performance by the candidate.

Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended.

Assessing employability skills

Employability skills are integral to effective performance in the workplace and are broadly consistent across industry sectors. How these skills are applied varies between occupations and qualifications due to the different work functions and contexts.

Employability skills embedded in this unit should be assessed holistically with other relevant units that make up the skill set or qualification and in the context of the job role.

The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording in the performance criteria is detailed below.

Expected standards of performance and performance problems may relate to:

productivity

punctuality

personal presentation

level of accuracy in work

adherence to procedures

customer service standards

team interaction

response times

waste minimisation

cost minimisation.

Appropriate guidance and support may include:

advice on training and development opportunities

support with difficult interpersonal situations

opportunity to discuss work challenges

confirmation of organisational objectives and key performance requirements

ensuring adequate resources are applied

representing staff interests in other forums.

Recognition and reward may include:

informal acknowledgment

acknowledgment of an individual's good performance to the whole team

presentation of awards

written report to management.

Possible solutions to performance may include:

additional training

assistance with problems outside of the workplace

adjustment of workload

reorganisation of work practices

agreement on short-term goals for improvement.

Required procedures for a formal counselling session may include:

formal notification to staff member and management

invitation of appropriate people

organisation of appropriate location for counselling session.

Performance management systems may include:

type of assessment, e.g. self, peer, team and productivity indicators

methods of collecting performance data

methods of interpreting performance data

processes for performance appraisal interviews.

Sector

Cross-Sector

Human Resource Management

The required outcomes described in this unit of competency contain applicable facets of employability skills. The Employability Skills Summary of the qualification in which this unit is packaged will assist in identifying employability skills requirements.