Managing performance and change.

Table of Contents

Introduction

QUESTION 1

Consider part of the organisation in which you work. This may be a department or some other sub-unit: perhaps the part of the organisation managed by a person you report to.

Outline the main ways in which performance is judged in the organisation or part of the organisation in which you work.

State who receives this information and what kinds of action are taken in response to it.

Indicate which performance measures are given most emphasis and how this affects the judgement of performance.

INTRODUCTION

Our mission statement:

At Pestana Hotels & Resorts our continued aim is to provide our guest with highest quality hotels, resorts and leisure facilities both for vacation and travellers.

Question

1

Consider part of the organisation in which you work. This may be a department or some other sub-unit: perhaps the part of the organisation managed by a person you report to.

Organisation

Hotel Ivoire

Hotel Miramar 2

c)Outline the main ways in which performance is judged in the organisation or part of the organisation in which you work.

I work at Pestana Hotels & Resorts the largest Portuguese Hotel Chain in Portugal. We are a hospitality industry where our main concern are our guests. There are 4 main ways in which performance is measured; however I have chosen to focus mainly on how our customers measure our performance:

Effectiveness - It is a measure of quality as determined by the client/customer and a measure of satisfaction and importance given to services provided by Pestana Hotels & Resorts.

Efficiency - Efficiency is a measured by how well the Hotels are able to use its resources and produce happy customers or outputs. It includes a focus on optimising all resources and producing outputs at the lowest cost. Efficiency therefore examines productivity measures like the ratio of...