Generic Scorecard - Hospitality Services Manager

GENERIC
Key Performance Areas
My Name
Park or
Regional
Objective
KPA
Park Specific
KPA
My Role
My Objective
Develop and grow a

sustainable nature-based
tourism business
Become the Nature

Based tourism
destination of choice
Transform the
domestic guest profile,
through growth to be
representative of
South African society
Grow Revenue
Grow Black visitor

numbers through
growth
Improve Gross
Operating (Tourism)
Revenue
Grow Wild Card sales
Generic KPA 1
Effective Leadership and

Human Capital Management
Share & provide

access to information
& knowledge
% obtained in audits (corporate)
Service Quality Assessment
All complaints - feedback provided to

Regional Manager within 10 days
improved performance obtained in
audits (corporate) (%)
Grading of establishment
Grading as per agreed upon targets

for accomodation facilities in the park
Guests to Park
Increased number of paying guests

through park gates (yr on yr)
Increased overnight occupancy
(occupied units over physical units)
Activities
Increased utilization of activities

(number)
Improved customer satisfaction and

revenue from concessions
Increased Revenue received from

Shop and Restaurant (yr on yr)
Customer Satisfaction at
Concessions as per Service Quality
Assessments and Guest feedback
% of Black visitors as a percentage

of total.
% Black day visitors of total
% Growth in Gross Operating

(Tourism) Revenue
% Black overnight visitors of total

% Growth in Gross Operating
(Tourism) Revenue
% Growth in number and value of

Wild Cards sold
Number of Park Imbizo's
% Growth in number and value of

Wild Cards sold
Number of Park Imbizo's attended
Share & provide

access to information
& knowledge
% employees who have been

involved in anonymous surveys
Ensure Best Practices Ensure Best Practices % employees who know their status
in Managing HIV/ Aids in Managing HIV/ Aids
and associated
and associated
% of employees in LMP vs the %
diseases
diseases
achieved in anonymous surveys
Change in budget to forecast
allocation of training spend
% of Staff who achieved set goals as
per individual development plans
Generic KPA 2 Management of the Financial
Number of budget and forecast
Health of the Division
submissions on time according to
Effective Management Effective Management schedule
of Revenue and
of Revenue and
Hospitality Services Manager
Expenditure
Expenditure
Create a Culture of
Learning and
Development
My Personal Initiative
Improvements in number of
Complaint and Complimentary letters
received at Corporate level and Park
level
Increased utilization of Overnights Guests

park and existing
Tourism products
Ensure effective
Management of
concession partners
Park /Regional Manager My Personal Target

Target
Mystery Customer Assessment

Ratio of Service Quality Assessments
received to total overnight bookings
Ensure effective
delivery of Customer
Service
Ensure Compliance to
Tourism Standards,
Policies & Procedures
Park /Regional Manager My Personal Measure

Measure
Customer satisfaction index
2006/07
Create a Culture of
Learning and
Development
% employees who have been

involved in anonymous surveys
% employees who know their status
% of employees in LMP vs the %
achieved in anonymous surveys
Change in budget to forecast
allocation of training spend
% of Staff who achieved set goals as
per individual development plans
Number of budget and forecast
submissions on time according to
schedule
1 of 2
GENERIC
Key Performance Areas
My Name
KPA
Generic KPA 2 Management of the Financial

Health of the Division
My Role
Park or
Regional
Objective
My Objective
Improve Income to
Cost Ratio
Generic KPA 3
Create and maintain a

culture of good corporate
governance and proactive
risk management
Build Purposeful
Relationships with Key
Stakeholders
Park /Regional Manager My Personal Target

Target
My Personal Initiative
Extent of budget change to forecast

and actual and reasons why
Project Management
Income to Cost Ratio (monthly,
quarterly and annually)
Project Management
Income to Cost Ratio (monthly &
quarterly)
% of resolved medium to high noncompliant issues in the time agreed
% of resolved medium to high noncompliant issues in the time agreed
Adherence to Audit Plan and requirements thereof compliance to PFMA
Improved overall residual risk profile

for each division
% of BEE procurement value per
division
Improved overall residual risk profile

for the tourism function in the park
% of BEE procurement value for the
tourism function
Risk Activist Programme including Best Practice
% of Equity Plan Implemented

Number and value of Honorary
Ranger projects
% of Equity Plan Implemented

Number and value of Honorary
Ranger projects
Employment Equity Plan

Relationship Management Programme
Achieve Good
Achieve Good
Corporate Governance Corporate Governance
Management
Management
Generic KPA 4 Ensure the effective delivery

of broad based black
Implement broad
economic empowerment
based Transformation
(BBBEE)
Generic KPA 5
Improve Income to
Cost Ratio
Park /Regional Manager My Personal Measure

Measure
Effective Management Effective Management

of Revenue and
of Revenue and
Extent of budget change to forecast
Expenditure
Expenditure
and actual and reasons why
2006/07
Utilize Honorary
Rangers
Implement broad
based Transformation
Utilize Honorary
Rangers
Broad Based Black Economic Empowerment (BBBEE)

including Expanded Public Works Programme, SMME
Development & Support, Capacity Building mechanisms and
Implementation of Tourism Scorecard
2 of 2

Generic Scorecard - Hospitality Services Manager

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GENERIC

Key Performance Areas

Develop and grow a

Become the Nature

Grow Black visitor

Effective Leadership and

Share & provide

% obtained in audits (corporate)

Service Quality Assessment

All complaints - feedback provided to

Grading as per agreed upon targets

Increased number of paying guests

Increased utilization of activities

Improved customer satisfaction and

Increased Revenue received from

% of Black visitors as a percentage

% Black day visitors of total

% Growth in Gross Operating

% Black overnight visitors of total

% Growth in number and value of

% Growth in number and value of

Share & provide

% employees who have been

Increased utilization of Overnights Guests

Park /Regional Manager My Personal Target

Mystery Customer Assessment

Hospitality Services Manager

Park /Regional Manager My Personal Measure

% employees who have been

Key Performance Areas

Generic KPA 2 Management of the Financial

Create and maintain a

Hospitality Services Manager

Park /Regional Manager My Personal Target

Extent of budget change to forecast

% of resolved medium to high noncompliant issues in the time agreed

% of resolved medium to high noncompliant issues in the time agreed

Adherence to Audit Plan and requirements thereof compliance to PFMA

Improved overall residual risk profile

Improved overall residual risk profile

Risk Activist Programme including Best Practice

% of Equity Plan Implemented

% of Equity Plan Implemented

Employment Equity Plan

Generic KPA 4 Ensure the effective delivery

Hospitality Services Manager

Park /Regional Manager My Personal Measure

Effective Management Effective Management

Broad Based Black Economic Empowerment (BBBEE)

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