Perfomance standards Essay Example | Topics and Well Written Essays - 500 words

Perfomance standards - Essay Example The historical overview of Westin St. Francis was traced to as early as the 1902s which make the hotel more than 112 years to date (The Westin St. Francis, 2014). The initial step in performance evaluation is to identify the job standards based on the essential functions as expected of the position. The basic responsibilities of a doorman at a hotel include: (1) greeting the guests at arrival and even during departure through the provision of courteous, warm, and prompt service; (2) assists in handling luggage of guests from any mode of transportation to endorsement to the Bellman; (3) provides appropriate responses to the quests regarding inquiries on hotel accommodations and facilities prior to endorsement to the front desk personnel. (1) Greet the guests as soon as they arrive within the vicinity of the hotel by stating: â€Å"Welcome to The Westin St. Francis. I am . I would be glad to be of service to you.† Likewise, when the guests are to depart from the hotel, the doorman should indicate: â€Å"Thank you so much for choosing The Westin St. Francis to serve you. We look forward to being of serve to you in the near future†. This standard would improve service quality through expressly communicating to the guests how welcome they are in the hotel and how the service personnel are glad to address their accommodation requirements. As such, the warm and prompt greeting would indicate high quality of service that could provide customer satisfaction through the provision on immediate response on various inquiries and concerns. As such, the measurable and observable components of this performance standard are as follows: greeting in a warm and courteous manner (quality measure); greeting in a prompt manner with assistance to the luggage (time measure); prompt greeting at arrival and departure (time measure). (2) Assists in handling luggage of guests from any mode of transportation to endorsement to the Bellman.