Performance reviews are a cornerstone of effective management. As a hospitality leader, you’ve likely spent the year mentoring, guiding, and monitoring your team to ensure smooth operations and excellent guest experiences. Yet, when it’s time for those annual performance reviews, even seasoned managers can feel stuck. How do you translate a year’s worth of observations into constructive, actionable feedback?

Table of Contents

1. Why Performance Reviews Matter
2. Use Clear, Objective Language
3. Provide Specific Examples
4. Focus on Performance, Not Personality
5. Structure the Review Process
6. Balance Strengths and Opportunities
7. Align Feedback with Development Goals
8. Prepare for Difficult Conversations
9. Make It a Dialogue, Not a Monologue
10. Follow Up After the Review

If this sounds familiar, don’t worry—you’re not alone. Many managers struggle with performance reviews, often due to a lack of training or clarity about the process. The good news? With a few strategic tweaks, you can transform your reviews into valuable tools for team development and performance improvement. Let’s break it down step by step.

Why Performance Reviews Matter

Performance reviews aren’t just a box to check—they’re an opportunity to:

• Acknowledge achievements: Celebrate what your team members have done well.
• Address challenges: Provide constructive feedback to help employees grow.
• Set expectations: Align team members with organizational goals and standards.

When done effectively, evaluations can boost morale, increase engagement, and improve team performance.

1. Use Clear, Objective Language

Avoid vague phrases.

Words like “good” or “excellent” might sound positive but lack the specificity needed for constructive feedback. Instead, use measurable, action-oriented terms that directly describe behaviors and results.

Examples of effective language:

• “Consistently demonstrates leadership by mentoring junior staff during peak hours.”
• “Achieves monthly sales targets, exceeding expectations by 15%.”

Pro Tip: Tie performance to metrics whenever possible. For example, instead of saying, “Manages the team well,” say, “Managed a team of 15 with a 95% guest satisfaction rate.”

2. Provide Specific Examples

Abstract feedback doesn’t stick. Employees are more likely to connect with feedback when it references real-life scenarios.

Example:
Instead of saying: “You’re great at problem-solving,”
Say: “During the busy holiday season, you resolved a double-booking issue by coordinating with the front desk and housekeeping, ensuring a seamless experience for the guests.”

Pro Tip: Keep a running log of standout moments throughout the year to make this step easier.

3. Focus on Performance, Not Personality

Performance reviews should assess professional capabilities—not personal preferences.

Keep it professional.

Even if an employee’s personality doesn’t align with your own, focus on their ability to meet job requirements.

Example:

• Instead of: “Your attitude can be frustrating,”
  Say: “Your tendency to respond abruptly during team meetings has led to misunderstandings. Let’s work on fostering clearer communication.”

When attitude impacts performance:

If personality issues affect job performance, address them professionally. For example:

“Your hesitation to accept guest feedback has resulted in delays in resolving complaints. Let’s focus on adopting a more collaborative approach.”

4. Structure the Review Process

Start with a rough draft.

Don’t try to get everything perfect on the first pass. Begin with a draft that outlines key points.

Let it sit.

Set the draft aside for a day or two. When you return, you’ll have fresh eyes to refine your wording, ensure clarity, and fill in any gaps.

Pro Tip: Revisiting the review also allows you to check for unintended biases or overly emotional language.

5. Balance Strengths and Opportunities

Performance reviews should be balanced. Celebrate wins but also highlight areas for growth.

The “sandwich” technique:

1. Start with positive feedback: “You’ve done an excellent job handling guest complaints this year.”
2. Offer constructive criticism: “I’d like to see more proactive communication during team briefings.”
3. End on an encouraging note: “With your dedication, I’m confident you can make this adjustment.”

6. Align Feedback with Development Goals

Make your feedback actionable by linking it to development opportunities.

Example:

• “You’ve shown great potential in leading shift meetings. I’d like to explore leadership training programs with you to prepare for a possible management role.”

Pro Tip: Collaborate with employees to set realistic, measurable goals for the upcoming year.

7. Prepare for Difficult Conversations

Not all reviews are glowing, but constructive feedback is crucial for improvement.

Tips for delivering tough feedback:

• Be direct but empathetic.
• Focus on behaviors, not the person.
• Offer solutions or next steps.

Example:

• Instead of: “You’re not meeting expectations,”
  Say: “I’ve noticed delays in completing your reports. Let’s work on time management strategies to ensure deadlines are met moving forward.”

8. Make It a Dialogue, Not a Monologue

Encourage employees to share their thoughts during the review. This not only makes the process more engaging but also provides valuable insights into their perspective.

Ask open-ended questions:

• “What challenges have you faced this year?”
• “What resources or support would help you perform better?”
• “Where do you see yourself growing within the company?”

9. Follow Up After the Review

The performance evaluation shouldn’t end when the meeting does. Follow up regularly to track progress on goals and address any ongoing challenges.

Pro Tip: Schedule mid-year check-ins to ensure employees are on track and to adjust goals if needed.

Final Thoughts

Performance reviews don’t have to feel like a chore. With clear, objective language, specific examples, and a focus on actionable feedback, you can turn evaluations into powerful tools for employee growth and team success.

By fostering open communication and aligning feedback with development goals, you’ll not only build stronger relationships with your team but also elevate the performance of your entire organization.