专英第九章最新版CHAPTER9- 2.ppt

Homework Translation： 1、巴黎酒店的竞争战略是：通过优越的顾客服务增加客人的住宿时长和回头率，从而提高收入和利润率。 The Hotel Paris’s competitive strategy is “ To use superior guest service to increase the length of stay and return rate of guests, and thus boost revenues and profitability.” Homework Translation： 2、 Lisa和她的团队希望通过建立一个培训体系使员工形成需要的能力和行为。 Lisa and her team want to develop a training system to elicit the required employee capabilities and behaviors. Homework Translation： 3、人力资源经理Lisa设计了一个针对所有新员工的为期一天的培训课程，包括讲座和视听培训。 HR manager Lisa designed a one-day training program comprised of lectures and audiovisual materials for all new employees. Homework Translation： 4、新培训体系的推行在不到一年的时间里使得员工的大量能力和行为指标的得分显著提升。 Within a year of implementing the new training programs， scores on numerous employee capabilities and behavior metrics improved markedly. Homework What are your suggestions to Lisa in terms of Hotel Paris’s new training system? Subjects of This Term Chapter 9 Performance Management and Appraisal Your Expectation of This Chapter Worm-up Case Read the case in page 372, and: -explain what was the major problem of Paris Hotel’s performance appraisal system; -give some suggestions to Lisa to improve their current performance appraisal system. Worm-up Case -The problem of Hotel Paris’s performance appraisal system was the disconnect between what the appraisal system focused on and what the company wanted to accomplish in terms of its strategic goals. Worm-up Case Suggestions: Set some service-oriented performance objectives like: -percent calls answered with required greeting -speed of chech in/out -percent room cleaning unsatisfaction -guest satisfaction…… More details of designing a new performance management system will be discussed in the following content. Outline of the Chapter Comparing Performance Appraisal and Performance Management Performance appraisal The process of evaluating an employee’s current and/or past p