APAC 2019 Performance Review – Future Leaders

 Name: Fenny Nur Ratnasari  Location: MBCC

 Position: Guest Service Agent  Start Date (Accor):10 Mei 2019

 Start Date (Current Role):10 Mei 2019  Manager: Kemal G. Yulizard

 Discussion Date: 12 Januari 2020

 Period:

Summary of the events of the past 12 months and the professional growth of the talent

 Enter guest comment in tripadvisor

 Training All new
 Training Heartist 1.0 / 2.0
 Training LCAH
 Make reservation with resaweb
 Le Club Enrollment 3.285 (5 card / room)

I am informed that my personal data contained in this form can be used by my employer for purposes of
talent management and succession plans. This is a tool for the management of Talent & Culture of the Group.

 Talent  Date
Acknowledgement
:
 Manager  Date
Acknowledgement
:
 Signed Second line  Date
Manager
:
APAC 2019 Performance Review – Future Leaders

Part 1: COMPETENCY DISCUSSION

INSTRUCTIONS
For each of the competencies listed, the manager and talent should discuss the behaviours
displayed on the job by the talent (both positive and negative) and agree on summary comments
and the overall rating.

During preparation for discussion, please mark in the relevant box with either an ‘X’ or an ‘O’.
There are to be no in between ratings. A final form should show the final rating and the manager’s
and talent’s ratings if these differ from the final, agreed rating.

X = Manager’s rating O = Talent’s rating  = Finalised Rating

EVALUATION KEY

Evaluation Key Expert Intermediate Developing Not developed

yet

Expert
Demonstrates an in depth understanding of the competency at a higher level than required for the
role. Teaches others, role model, consistent, goes beyond.

Intermediate
Demonstrate a sound understanding of the competency. The behaviour that they display, the way
they do their job meets the level required for the current role.

Developing
Demonstrates a basic understanding of the competency. May not have enough experience or time
to practice or individual is having difficulty mastering the competency.

Not developed yet

Does not display evidence of this competency or hasn't had the opportunity to demonstrate or lack
of exposure to this skill.

Discussions are based on performance throughout the year.

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APAC 2019 Performance Review – Future Leaders

LEADERSHIP MODEL BEHAVIOURS - ENABLING

“The first rule before taking action is to empathise with others. Without
empathy there can be no true quest for the common good.” Abbé Pierre

1. Open Minded =
Enriches himself/herself through understanding differences. Is receptive to new ideas, perception
and points of view

Behaviours Comments/Workplace Observations

• Asks questions to achieve the best possible
outcomes in accomplishment of goals
• Embraces change
• Demonstrates a desire to learn new skills, I will try to keep an open minded, so the work runs smoothly
knowledge and practices to progress and
actively reads and researches.

Overall Competency Rating Not

Expert Intermediate Developing developed
yet

2. Guest Centric =
Makes guests and their needs a primary focus in fulfilling their job responsibilities and resolving
guest issues

Behaviours Comments/Workplace Observations

• Proactively engages with guests with an
open body language
• Is conscious of grooming and creating first
impressions
• Encourages guests to use the tools that I will continue to learn and develop to provide information on
measure satisfaction hotel facilities or outside the hotel to guests, so that guests feel
• Promotes products and guest services to satisfied with the service that I provide
meet the needs of the guest
• Uses digital means to benefit the guest
• Embodies the brand spirit in all activities
• Places the guest at the heart of everything
they do

Overall Competency Rating Not

Expert Intermediate Developing developed
yet

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APAC 2019 Performance Review – Future Leaders

LEADERSHIP MODEL BEHAVIOURS - COLLABORATIVE

“None of us knows what we all know, together.” Euripides
3. Self Confidence =
Demonstrates self-confidence to establish a positive relationship with guests and colleagues,
embodies the Accor values and maximises all available resources

Behaviours Comments/Workplace Observations

• Regularly seeks feedback about his/her
behaviour and performance and modifies
behaviour based on feedback
• Is confident when expressing thoughts, ideas
and opinions
Sometimes still making mistakes but I want to learn from
• Has a positive attitude across all situations
those mistakes and continue to correct them.
and aligns own actions with the values of
Accor
• Demonstrates humility, is able to learn from
mistakes
• Understand job role and takes ownership

Overall Competency Rating Not

Expert Intermediate Developing developed
yet

4. Communication =
Is able to build rapport and establish a personalised relationship with others

Behaviours Comments/Workplace Observations

• Acts in a warm, friendly, empathic and
positive manner
• Takes on board information from manager
I still feel less for awareness to read or accept information
and communicates the same message
that is or has been conveyed.
amongst the team
• Demonstrates respect in all communications
including cultural awareness

Overall Competency Rating Not

Expert Intermediate Developing developed
yet

5. Team Player =
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APAC 2019 Performance Review – Future Leaders

Works together collaboratively with team members to develop a mutual relationship of trust and
respect. Always supports colleagues openly in the working environment

Behaviours Comments/Workplace Observations

• Collaborates effectively with peers,
prioritising relationships in all team
activities
• Offers help spontaneously – without being
asked first
I try to improve my teamwork skill. Sometimes I forget or
• Communicates frequently to share
don’t get information from my team, and I will discuss a
information and ensure a common
matter in order to get the same understanding so that there is
understanding and follow up
no miss communication.
• Provides positive and constructive feedback
• Takes responsibility for mistakes when they
occur
• Is proactive in caring for own health and
safety and that of others in the workplace

Overall Competency Rating Not

Expert Intermediate Developing developed
yet

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APAC 2019 Performance Review – Future Leaders

LEADERSHIP MODEL BEHAVIOURS - ENTREPRENEURIAL

“You see things; and you say ‘why?’ But I dream things that never were; and I
say ‘why not’.” G B Shaw

6. Proactivity and Initiative =

Is open and pays attention to his/her environment to anticipate guests and colleagues needs and
expectations. Handles the guest’s request as a priority

Behaviours Comments/Workplace Observations

 Asks questions to identify expectations
 Is solutions focussed
 Quickly identifies the core problem Sometimes not brave enough to make a decision, because I
 Knows how to deal with and communicate was afraid of being wrong. But so far that I can do and
on team and guest issues understand I will do that and provide solutions that can benefit
 Is compliant to all health and safety both parties.
procedures in regards to self, colleagues
and guests

Overall Competency Rating Not

Expert Intermediate Developing developed
yet

7. Business Awareness and Improvement =

Is responsible for seeking opportunities to grow the revenue of the business, increasing
productivity and / or minimising loss or expenses

Behaviours Comments/Workplace Observations

 Suggests creative ideas and innovative
solutions to drive incremental revenue
and /or decrease expenses
 Is aware of his / her working environment
and those of the competition and market
 Looks for opportunities to cross sell I will continue to learn to get good and true work performance
 Is proud of own achievements and so that I get satisfying results
recognises the efforts of others
 Takes an active interest in the hotel /
business unit and other departments

Overall Competency Rating Not

Expert Intermediate Developing developed
yet

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APAC 2019 Performance Review – Future Leaders

Part 2: OVERALL PERFORMANCE RATING

2a : Review Objectives/Goals/KPIs
The overall performance rating is the result of what you do (Objectives/Goals/KPIs) and how you
do it (Competencies), both weighted equally.

Review the Objectives/Goals/KPIs set for the year and indicate the total number of
Objectives/Goals/KPIs rated at each level.

Achievement Description No of Goals/KPIs rated at each

level level
Exceeds Objectives/Goals/KPIs have been exceeded

Achieves Objectives/Goals/KPIs have been achieved

Below Objectives / Goals / KPIs are below

expectations

2b. Review Competencies

From the competencies discussed, indicate the total number of competencies rated at each level.

Achievement Description No of Competencies rated at each

level level

Expert Competencies rated at Expert level

Intermediate Competencies rated at Intermediate level
Developing Competencies rated at Developing level
Not develop yet Competencies rated Not develop yet

2c: Overall Performance Rating (OPR)

To determine the overall performance rating please refer to BOTH the Objectives/Goals/KPIs and
Competencies.

RATIN
G
DEFINITION 
Outstanding
4 Consistently performs most competencies at expert level. Majority of objectives/goals/KPIs
have been exceeded.

Exceeds
3 Performs most competencies at intermediate level, some at expert level. All objectives/
goals/KPIs have been achieved, with some exceeded.

Achieves
2 Performs competencies at the intermediate level required for the role they are performing.
Majority of objectives/goals/KPIs are achieved.

Below
1 Most competencies are rated as developing or not developed yet. Failed to meet some or all
of the objectives/goals/KPIs.

MANAGER’S FEEDBACK

TALENT’S FEEDBACK

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APAC 2019 Performance Review – Future Leaders

Part 3: CAREER AND MOBILITY

  When is deemed ready for their next role / opportunity? √ (tick the
corresponding box)

 Ready Now

 To be reviewed in 6 months

 To be reviewed in 12 months
 

Next Aspirational Role:

  
Long Term Career Goal:

  
Mobility Preferences
The information on mobility is addressed to identify upcoming opportunities.  

MOBILITY

 Mobile  

 Mobile within
 
city, district,
province, state
 Not Mobile

  If he/she is mobile, please tick and comment the mobility preferences in the appropriate box. 

Mobility √ Comments

 Nationally  
(Within the country)
 Regionally –  
(Within Asia Pacific)
 Worldwide  

If mobile, please tick language level and comment

  Language fluency √ Comments

 English  

 Others  
 (please advise languages)
 Others  
(please advise languages)

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APAC 2019 Performance Review – Future Leaders

DEVELOPMENT AND ACTION PLAN

ROLE /JOB FAMILY SPECIFIC TECHNICAL SKILLS

1. Technical Skills =
Indicate all specific technical skills required to perform the specific job function of this leader based on their job
description, then assess level of attainment and provide comments.
Skills Comments/Workplace Observations

Provide information to guests and invite guests to become a

-Enrollment
member Accor

Overall Competency Rating 

Not
Expert
 Intermediate Developing developed
yet

2. Technical Skills =
Indicate all specific technical skills required to perform the specific job function of this leader based on their job
description, then assess level of attainment and provide comments.
Skills Comments/Workplace Observations

Access to burn guest member points

-Hotelink

Overall Competency Rating 

Not
Expert
 Intermediate Developing developed
yet

Skills to acquire, develop Actions to implement and How?

(mentoring, immersion, coaching, new missions, validation of prior
or validate? experience, face to face or online training)