vegas.com performance management system presentation (1)
TRANSCRIPT
Mission
To provide the best Vegas experience to our clients through our online services, products, and physical
presence in Las Vegas.
We place a high value on quality and attention to detail, while striving to meet or exceed our clients’
expectations by continually updating our knowledge of Las Vegas with the latest travel products and tools.
Mission
To achieve this mission, Vegas.com is constantly enhancing its travel product mix, improving the usability of the websites, strengthening the longstanding relationships with other Vegas travel partners, updating extensive Vegas content, developing user-friendly ticketing technology, and expanding our concierge services.
Vision
“To become the most customer friendly, innovative, and comprehensive Vegas travel
company”
Goals• Online goal - increase search engine rankings, which would translate into increased
travel reservations, through Vegas.com online booking engine.
• Insert telcom - goals
• Concierge – Replace most if not all hotel concierge services, with Vegas.com concierge by showing a high degree of excellence that rivals current services provided by hotels.
Vegas.com Concierge
Will be responsible for assisting guests with shows, dinners, tours, night club reservations, shopping excursions, and etc.
Must have a passion for hospitality, travel, tourism and knowledge of Las Vegas.
Requires exceptional work ethics, must be interested in working face to face with the public, and must be able to work flexible hours including evenings, weekends, and holidays.
Job Description Concierge
Job AnalysisHotel Concierge– Hospitality– Greeting guest– Accommodating for needs
Travel Agents– Knowledge of Las Vegas– Sell travel products/packages– Aid clients with reservations, transfers, changes, and
cancellations
Performance Management System
• Provide training to supervisors/lead agents
• Performance reviews
• Development Plans
• Reward System
• Implementation
Supervisor/Lead Agent Training
•Identifying performance
•Behavioral coaching
•Feedback
•Rater error training
•Rating the subordinates
•New online systems programs
New system programData Gathering
Employee nameExcellent Needs work on Date Day excellence
Sun 1 2 3 4 5
Mon 1 2 3 4 5
Tues 1 2 3 4 5
Wed 1 2 3 4 5
Thurs 1 2 3 4 5
Fri 1 2 3 4 5
Sat 1 2 3 4 5
5 – Excellent
4 – Good
3 – Average
2 - Poor
1 – Needs extra help
New system programData Gathering
Performance Evaluations
• Job Knowledge• Communication• Teamwork/Collaboration• Productivity• Planning and Organizing• Problem Solving• Initiative• Guest Orientation• Quality• Diversity• Attendance
• Unsatisfactory
• Meets Expectations
• Exceeds Expectations
Performance ReviewAppeals Process
1. Send an email to HR
2. Formal meeting with the review board
3. Formal meeting with both parties and CEO
Development Plans
• Vegas.com University (online, can be accessed at home)
– Performance Review
– Policy and Procedure Information
– Service Training Videos
– Online Quizzes
Vegas.com UniversityInformation
Vegas.com Online Quizzes
Reward System
• Level 1 - Have access to most shows, access to most tours, yearly bonus of $100
• Level 2 – Have access to all shows, access all tours, yearly bonus of $500
• Level 3 – Have access to all shows, access to all tours, invites to corporate product knowledge meetings , yearly bonus of $1000, possibility for promotion to lead agent.
Implementation
• System Inauguration
• Monitoring
• Pilot testing– View ability– Location– Time– Cost
Costs
• Time of training (Supervisors/Leads) • New HR data analyzers• New online programs• Rewards Cost• Pilot testing• Full implementation