The resort faced significant challenges with its existing performance review system. Employees expressed concerns about biased feedback, a lack of follow-up, and the absence of visible changes following reviews. These issues contributed to low morale, reduced productivity, high turnover rates, and difficulty retaining top talent. Additionally, recent organizational changes left employees feeling disconnected and uncertain about their roles and the company’s direction. The resort needed to address three critical objectives: understanding the root causes of low employee morale and productivity, identifying reasons for high turnover and retention challenges, and assessing the impact of recent company changes on the workforce. The challenge was to create a performance management process that provided accurate evaluations and fostered employee engagement and trust in the system.

Hospitality Associates International implemented a comprehensive performance management process, beginning with a detailed discovery phase to clarify the resort’s specific objectives. Focus groups were conducted across various departments to gather insights and engage employees in the review process. Leveraging past experience with the resort, the team ensured that the performance review framework was tailored to the organization’s unique needs. Pre-appraisal communication played a key role in building awareness and enthusiasm for the new process. This included announcements in the employee newsletter, posters throughout the resort, and word-of-mouth promotion by employees who participated in the design sessions. A self-assessment form was introduced, allowing employees to reflect on their performance before meeting with supervisors. The appraisal process combined quantitative ratings with qualitative comments and took approximately 2 to 3 hours per employee. A significant addition was the introduction of a peer review process, which provided a platform for employees to validate the ratings and foster a culture of collaboration. After the appraisals, department heads received training on conducting effective reviews, providing constructive feedback, mentoring, coaching, and developing actionable plans with ongoing follow-up. This training empowered them to address performance issues effectively and ensure that employee input was valued and acted upon.

The revamped performance review process, with the active involvement of the resort’s executive team, provided invaluable insights into the challenges affecting employee performance and morale. The process helped identify specific areas where improvements were needed, enabling the resort to take targeted actions to enhance productivity and engagement. The involvement of employees in the review design and the emphasis on follow-up ensured that feedback was not only collected but also acted upon, demonstrating a commitment to continuous improvement. As a result, the resort was able to address the root causes of poor performance, reduce turnover, and improve overall employee satisfaction, positioning the organization for sustained success.