Title Page
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Hotel Name
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Manager's Name
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Conducted on
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Prepared by
Balanced Scorecard
Pillar 1 - Safety is our priority
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Demonstrating and driving a genuine commitment to safety<br>- WHS Culture and regular Workplace inspections (audits)<br>- Toolbox Training Completed
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Injury frequency and return to work management <br>- number of reported injuries each month
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Hazard Identification and Risk Management
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Quarterly Maintenance Program - must be complated for the last three months
Pillar 2 - Financial Achievements
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Demonstrate a commitment to achieving financial targets each fortnight <br>- Consistently achieving budgeted GOP %<br>- Past two fortnightly results<br>- Measured against budget
Pillar 3 - Delivering Customer Service Excellence
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A strong client relationship is built and maintained, with a focus on both internal and external benchmarks<br>- Room Inspections & PA Inspections via iAuditor/Opti/HUB <br>- Consistently complete 35 x Room Inspections per week on VR rooms (5 per day) - Consistently complete 7 x PA inspections per week (1 per day)
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"Internal/External Benchmark Scores <br>(if there is not an external measure for quality, the default will be internal quality audit benchmark)" <br>- MTD average score to be above benchmark of 80%<br>- Average of all inspections / all hotels need to meet or exceed benchmarks to achieve a pass"
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Contract Retention <br>- Contract/s retained at quarter end from Contract Status Report and no breach notice served due to quality issues
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Client Satisfaction <br> - Feedback from client on a regular basis to Ops Mgr / COO / CEO
Pillar 4 - LUXXE Legends
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Creating a high performing culture amongst the team. Develop and support future people capability through mentoring and training. Reducing staff turnover and sick leave. Participating in reward and recognition programs
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FLARE; can navigate around FLARE, able to log on and regular use of employee notes, must evidence use of notes on FLARE in the last 3 months. Must be able to check process under flare and check onboarding information
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New Employees ensuring team members are onboarded and trained using all the processes required and uploading completed training checklist to employees files in Flare
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Staff succession planning and retention
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Payroll Compliance - accurate completion of timesheets and payroll approvals within timeframe, rostering is accurate and submitted on time, timesheets have a roster and where necessary have correct and completed comments.
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Recruitment - requisitions are complete and existing at time of recruitment, hotel orientations and RA competencies are all complete and sent on time and none outstanding, interview notes are all completed accurately and correctly
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Strict Adherence to Policy (Lunch Break Policy, Timesheet Policy, Online Training Policy; mandatory training for managers, LWOP no authorisations of LWOP)
