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Employee Name Department DOJ Summary of previous review scores Needs Improvemen Average Good Excellent t

Review Date Reviewing Manager Time in this position

Review given on
Flexibility Commitment to Service Professionalism Integrity Communication Skills Team Player Attendance Front Office Specific KRA & KPA

Outstanding

Flexiblity
Competencies
Develops different approaches to his or her work and discusses these ideas with management before implementation. Monitors processes and quickly adjusts schedule according to changing priorites; undestands evolving dynamics and responds proactively. Consistently prioritizes and handles multiple demands and tasks efficiently and effectively. Actively seeks out performance feeback to change behaviour to meet organizational and guests' needs. Responds enthusiastically to organizational change; actively supports and participates in new programs and processes. Recognises the need for assistance before a crisis occurs. Needs Improvement (1) Average (2) Good (3) Excellent (4) Outstandin g (5)

Commitment to Service
Competencies
Provides a genuine and consistent level of exceptional service; makes the guest feel special. Constantly seeks better ways to serve guests and implements solutions. Proactively develops rapport with guests and recognizes when the guest does not want to be engaged. Is attentive to guests' (stated and unstated) needs and finds pride and purpose in providing exceptional service and product; anticipates guests' personal preferences and exceeds expectations. Is creative within established procedures to provide outstanding guest service. Needs Improvement (1) Average (2) Good (3) Excellent (4) Outstandin g (5)

Professionalism
Competencies
Remains calm and attentive, and displays conern regardless of the circumstances. Exhibits a sense of professionalism in his or her language and demeanour (e.g., is calm, does not raise voice, addresses others with respectful terms); is gracious under pressure. Uniform and appearance always looks crisp and fresh; demonstrates high level of attention to grooming. Needs Improvement (1) Average (2) Good (3) Excellent (4) Outstandin g (5)

Integrity
Competencies
Proactively offers to work additional shifts or hours in light of organizational demands. Provides quality service in a quick and efficient manner consistently raising the level of guest service and anticipating guest needs. Regularly delivers high-quality results in a timely manner. Looks for continuous improvement opportnities and offers to take action, when appropriate, withour being asked. Proactively provides frequent, candid communication to foster trust and maintain integrity. Needs Improvement (1) Average (2) Good (3) Excellent (4) Outstandin g (5)

Communication Skills
Competencies
Communicates in a clear and precise manner, clearly expresses even complicated ideas to all types of audiences (peers, guests, direct reports, managers) Exhibits verbal and body lanaguage tha communicates that he or she is enthusiatic about helping guests. Is able to sense when he or she is not being understood and can change his or her communication approach accordingly. Repeats or paraphrases what he or she has heard to check the understanding of the intended message. Needs Improvement (1) Average (2) Good (3) Excellent (4) Outstandin g (5)

Team Player
Competencies Is a role model for group work; goes our of his or her way to help others without being asked.
Consistently shows sensitivity to the different needs and values of others. Actiely works with peers, subordinates, supervisors, and senior management to build relationships based on trust and acceptance. Actively promotes buy-in from the group and encourages the group's efforts. Actively pursues the goals of the group regardless of its impact on personal interests. Needs Improvement (1) Average (2) Good (3) Excellent (4) Outstandin g (5)

Performs tasks to serve guests better regardless of his or her role (or department).

Overall Score Flexibility Commitment to Service Professionalism Integrity Communication Skills Team Player Attendance Front Office Specific KRA & KPA Nominations Representative Departmental Trainer Total Development Activities Completion Date

Reviewing Manager Comments

Employee's Comments I would like to discuss my review with the next level of management Yes No

Signatures Employee Human Resources Date Date Manager/HOD Division Head Date Date