SHANGRI-LA HOTEL QARYAT AL BERI

STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club and Recreation Job Title Health Club Operations
Task : Performance Monitor Task No : 3E OJT Hours :

INTRODUCTION

Objective : To ensure valuable feedback from the Performance Monitor is used to it’s full potential.
Need : In order to ensure constant improvement with regards to products and guest service.
Interest :

Training Aids / Equipment :

TASK BREAKDOWN MINIMUM STANDARDS TRAINER’S NOTES

1. What is Performance Monitor Program?
 The Performance Monitor Program Since our objective is to exceed our
(PM) is a tool used to improve the guest’s expectations, it is critical to know
service and the products offered in the where the department is doing well and
Health Club and Recreation areas. It which areas need to be improved.
provides valuable information about the
quality of service that our guest will
experience.

2. How should we use the results of the  We should use the performance
Performance Monitor? monitor to help us achieve guest
satisfaction by listening to the guests
needs and learning from our mistakes.

 Managers and Supervisors must ensure

Prepared by : Stewart Hodsoll Approved by : Khaled Ghaleb

Designation : Signature/ Designation : Signature/

Health Club Date : Resident Date :
& Recreation Manager
Manager
 SHANGRI-LA HOTEL QARYAT AL BERI
STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club and Recreation Job Title Health Club Operations
Task : Performance Monitor Task No : 3E OJT Hours :

they follow up with the employees with

regards to the Performance Monitor
 The discussion must include timely
recognition, retraining or counseling.

 Short term and long term goals must be

discussed in action plan set.

 Follow–up and clear understanding of

the program which is the key to the
success.

 A copy of the Performance Monitor

must be accessible to employees.

 Employee performance reviews should

also embrace the PM results specific to
the employee and their review should
reflect their performance.

Prepared by : Stewart Hodsoll Approved by : Khaled Ghaleb

Designation : Signature/ Designation : Signature/

Health Club Date : Resident Date :
& Recreation Manager
Manager