Peak Performance

By Ambesh Govind

What Is Peak Performance• Peak Performance occurs

when activities are done to ensure that goals are consistently being met in an effective and efficient manner. Peak Performance can focus on ensuring consistent performance of the organization, a department, processes to build a product or service, employees, etc.

Peak Performance In Current Scenario

• The Indian hospitality industry's rapid growth is being derailed owing to high attrition and fickle loyalty of its most important resource - people.Today the hotel appears to bea punishing environment, it demands exceptional performance from employees, while promising great rewards, career opportunities and job enrichment. The skill sets required by an employee have evolved over the years, transforming their linear roles to multi-functional operations.

Ensuring Peak Performance

• Motivational Techniques like performance appraisals,rewards,incentives,perks,benefits.

• Good working environment,supportive colleagues,encouraging & understanding supervisors

• Delegating challenging & new tasks.• Participation in events,contests etc.• Training to develop the right skills needed.

Financial Incentives• Increasing motivation through

financial rewards is a method that is most common when businesses rely on the quantity of the output of employees. In front office incentives are given to those who manage to rise above the expected monthly revenue.

• You may even introduce fringe benefits instead of increasing wages or salaries such as company cars, private health, or interest-free loans from the business.

Non-financial Incentives

• You may feel that money is not an effective motivator in your business although it may have some effect in the short term: your employees may also see factors aside from money as prime motivators.

• You can increase motivation by giving employees more responsibility so that they feel their contribution is more valuable to the business and that their role is of higher importance. Further, you can promise the chance of promotion if they reach a certain standard or target.

Job Enlargement• This involves expanding the job of

an employee that has them doing more work of a similar nature to what they already do. This may be allowing them to complete the whole task instead of just part of it, for example, taking guest reservation as well as processing room charges .This process ideally removes the boredom out of the job by eliminating the repetitiveness out of tasks and allowing them to complete the whole process, further increasing their responsibility.

Job Rotation• This involves allowing

employees to change the nature of their job periodically. In front office ,a front desk assistant can be rotated into departments like Bell Desk, Reservation, Cashier,Telephone etc.

• The purpose of this is that the employee, again, is satisfied by reduced boredom and also motivated by the achievement of increased skills.

Job Enrichment• Similar to job enlargement,

you can enrich an employee’s job by expanding their tasks to give a higher level of responsibility in the nature of work they do.For example The Task list can be expanded to include tasks like promoting the hotel’s restaurants through guest interaction,upselling,handling guest complaints etc.

Training• Hotels have management training programmes, such as IHCL's Taj,

EIH's Oberoi, and The Park, which serves as an apt training ground.• Once an individual has entered the system, they are given an

induction and subsequently trained, a stepping-stone to ensure peak performance.

• Perhaps one factor which requires utmost attention initially is training an employee to understand the corporate philosophy and culture of a property and brand, says Andrew Mensforth, general manager, Park Hyatt Goa, without which an employee can never completely integrate himself as a part of the other associates, and be completely in and comfortable sync with the hotel's unique service style.

• Developing the synergy between appraisals and training helps in retaining right people at right place on right time.