Performance appraisal for receptionists in rising dragon hotel system

NATIONAL ECONOMICS UNIVERSITY NEU BUSINESS SCHOOL NGUYEN THI QUYNH NGA PERFORMANCE APPRAISAL FOR RECEPTIONISTS IN RISING DRAGON HOTEL SYSTEM MASTER OF BUSINESS ADMINISTRATION THESIS HANOI –2015 NATIONAL ECONOMICS UNIVERSITY NEU BUSINESS SCHOOL NGUYEN THI QUYNH NGA PERFORMANCE APPRAISAL FOR RECEPTIONISTS IN RISING DRAGON HOTEL SYSTEM MASTER OF BUSINESS ADMINISTRATION THESIS SUPERVISOR: Assoc Prof, Dr NGUYEN THANH HA HANOI –2015 ACKNOWLEDGEMENT In order to complete thesis “Performance Appraisal for Receptionists in Rising Dragon Hotel System”, I would like to express my deep and sincere gratitude to my supervisor, Assoc Prof, Dr Nguyen Thanh Ha, National Economics University for his wide knowledge guidance, understanding, encouragement and personal instructions which facilitated me to complete my thesis I would like to thank the Board of Management, all the lectures and officers in NEU, Business School for supporting and assisting me during my course as well as the completion of this thesis I also would like to say thank to my family for encouraging me during the whole course, from the beginning to the end, especially my husband and my son I also would like to send the most special thanks to my college at Rising Dragon Hotel System for their support and necessary information, for their participation in the surveys, interviews and other precious information to complete my thesis Last but not least, I would like to thank all my friends and classmates EMBA 12C who have accompanied with me, motivated me in the whole course and helped me a lot in encouraging me for continuously conducting the thesis Hanoi, July 2015 Nguyen Thi Quynh Nga TABLE OF CONTENTS ACKNOWLEDGEMENT ABBREVIATION .4 LIST OF TABLES LIST OF FIGURES EXECUTIVE SUMMARY .7 CHAPTER1 - INTRODUCTION .9 1.1 Rationale 1.2 Research objectives 1.3 Research questions 10 1.4 Research methodology 10 1.4.1 Research Process 10 1.4.2 Data collection .10 1.4.3 Data analysis 11 1.5 Research scope 11 1.5.1 Research objects: 11 1.5.2 Geographical scope of the research 11 1.5.3 Time of the research 11 1.6 Research Structure 11 CHAPTER - THEORETICAL BACKGROUND ON PERFORMANCE APPRAISAL IN ORGANIZATION 12 2.1 Natures of Performance Appraisal .12 2.1.1 Definition of Performance Appraisal 12 2.1.2 Importance of Performance Appraisal 13 2.2 Objectives of Performance Appraisal 14 2.3 Goals of Performance Appraisal 16 2.4 Process and components of Performance Appraisal 17 2.4.1 Identification .17 2.4.2 Measurement 18 2.4.3 Management .20 2.5 Approaches to Performance Appraisal .20 2.6 Methods of Performance Appraisal 22 2.6.1 Past oriented methods 23 2.6.2 Future oriented approach 31 2.7 Factors affecting Performance Appraisal 37 2.7.1 Future orientation .37 2.7.2 Relationship between appraiser and receptionists 38 2.7.3 Inconsistent link between performance and rewards 38 CHAPTER - CURRENT TECHNICAL COMPONENTS OF RECEPTIONIST PERFORMANCE APPRAISAL IN RISING DRAGON HOTEL SYSTEM 39 3.1 Background information of Rising Dragon Hotel 39 3.1.1 Overview of Rising Dragon Hotel system .39 3.1.2 Receptionist labor force in Rising Dragon Hotel 39 3.1.3 Current methods of RDH’s performance appraisal 40 3.2 Current components of receptionist performance appraisal system in Rising Dragon Hotel 41 3.2.1 Identification .41 3.2.2 Measurement 41 3.2.3 Management .42 3.3 Current situation of receptionist performance appraisal in Rising Dragon Hotel .42 3.3.1 Strengths of receptionist performance appraisal in Rising Dragon Hotel 42 3.3.2 Weaknesses of receptionist performance appraisal in Rising Dragon Hotel 43 CHAPTER – RECOMMENDATIONS TO IMPROVE RECEPTIONIST PERFORMANCE APPRAISAL IN RISING DRAGON HOTEL 54 4.1 Recommendations for the Board of Management .54 4.2 Recommendations for the RDH Receptionists 55 CONCLUSION .57 REFERENCES 59 ABBREVIATION PAS Performance Appraisal System PA Performance Appraisal RDH Rising Dragon Hotel RDHS Rising Dragon Hotel System HRM Human Resources Management HR Human Resources FDO Front Desk Office BOM Board of Management LIST OF TABLES No Hotels No of staffs No of current receptionists No of receptionists that quit Rising Dragon Palace 60 10 Rising Dragon Paradise 35 5 Rising Dragon Villa 45 Rising Dragon Estate 25 5 Rising Dragon Legend 30 6 Rising Dragon Grand 28 6 Rising Dragon Cathedral 15 Rising Dragon Haven 36 Total 274 46 49 Table 1: Number of receptionists working for RDH LIST OF FIGURES Figure 1: RDH’s receptionist working experience years Figure 2: Working field of the receptionists leaving RDH Figure 3: RDH’s policy for annual performance appraisal Figure 4: Receptionists’ expectation from RDH’s PA system Figure 5: Receptionists’ performance report Figure 6: Necessity of the report Figure 7: Content that receptionists want to have on performance report Figure 8: Performance target approved by managers Figure 9: Receptionists know how to set objectives themselves Figure 10: Possible purposes on performance appraisal purposes Figure 11: People conducts performance appraisal in Rising Dragon Hotel system Figure 12: How receptionists evaluate current PA system Figure 13: How receptionists evaluate appraisers EXECUTIVE SUMMARY Now Vietnamese companies are facing with a lot of problems in management and one of the most essential reasons is inefficient human resources management Rising Dragon Hotel System is a twelve – year experienced company which is one of the biggest hotels system in the Old Quarter Being aware of human resources problem, RDH has recently paid attention to Human Resources Management in general and to Performance Appraisal in particular to enhance the quality of Human Resources However, there have not been many things to be done to improve the performance appraisal so it remains very weak As one of the Receptionists working in Front Desk Office of Rising Dragon Hotel, I have realized this problem for quite a long time and have noticed that unless the performance appraisal is improved immediately, receptionists in RDH still lacks motivation for the work Besides, the company cannot perform well its role in the tourism market In order to improve the performance appraisal, a survey is necessary to identify the strengths and weaknesses of the current performance appraisal so that we can work out how to improve it With the above reason, this thesis focuses on three main objectives The first one is to summarize relevant theories on the performance appraisal in order to figure out the dimensions for RDH’s receptionist performance appraisal The second one is to analyze current technical components of performance appraisal in Rising Dragon Hotel system and the last one is to propose recommendations for improving the performance appraisal of the company In order to achieve goals, an in-depth interview with one key managers in RDH was conducted with a survey This survey was distributed to 30 staffs who are working and used to work in RDH The interview focused on identifying the elements of while the survey concentrated on evaluating quality of current PA The survey result did show some weaknesses in performance appraisal in RDH The first to be mentioned here is about the objectives of staff performance appraisal The second weakness belongs to appraisal process which did not follow all the standards steps Third weakness belongs to the appraiser-the managers who conducts the appraisal Another weakness in NPC performance appraisal is poor feedback after appraisal After finding the main problems in EDH performance appraisal, author made some recommendations to remedy the problem, improve the performance appraisal in RDH and partly help RDH to reach the goals that were set by the Board of Management for long run The recommendations involved (1) Building an appropriate and strong appraisal system by applying effective and suitable appraisal method, organizing a formal and effective appraisal interview; (2) Strengthen Human resources policy on performance appraisal by organizing training course about conducting performance appraisal for all appraisers/ managers and rescheduling the appraisal period The writer hoped that with all the findings after the survey and the recommendations made, performance appraisal in RDH will be enhanced and RDH will become more and more powerful, contributing more to the nation energy industry Because of limitation of time and capacity, author would like to welcome all comments and contribution to make the thesis more complete and comprehensive ... of receptionists that quit Rising Dragon Palace 60 10 Rising Dragon Paradise 35 5 Rising Dragon Villa 45 Rising Dragon Estate 25 5 Rising Dragon Legend 30 6 Rising Dragon Grand 28 6 Rising Dragon. .. performance appraisal in Rising Dragon Hotel .42 3.3.1 Strengths of receptionist performance appraisal in Rising Dragon Hotel 42 3.3.2 Weaknesses of receptionist performance appraisal in Rising. .. OF RECEPTIONIST PERFORMANCE APPRAISAL IN RISING DRAGON HOTEL SYSTEM 39 3.1 Background information of Rising Dragon Hotel 39 3.1.1 Overview of Rising Dragon Hotel system .39