Vegas.com performance management system presentation (1)

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