RECEPTIONIST POSITION
Employee’s Name
Manager’s Name
Date of Appraisal
Instructions for Completing the Appraisal Form
• • • • • •
Parts 1-3 should be completed before the appraisal meeting. The employee self rating is completed first and then the manager rating. Comments and examples should be provided where possible to support ratings. The employee and the manager should reach agreement on the ratings in the appraisal meeting. Ratings may be changed where appropriate after discussion. Part 4 should be completed at the end of the appraisal meeting.
Part 1: Job Performance
Circle the rating that matches your performance for each task (3=excellent, 2=good, 1=improvement required). Tasks KPI’s SelfRating My Examples Manager Rating Manager’s Examples
Front Line Reception Duties • Provide excellent front line service to customers. • Answer phone calls promptly and transfer to the appropriate person. • Take accurate messages.
Customer Service Target = no customer complaints (internal and external customers).
3 2 1
3 2 1
Processing of Mail and Couriers • Process mail promptly and accurately. • Send mail and courier packages by the most efficient and cost effective means.
Budget Management Target = mail and courier costs are within budget.
3 2 1
3 2 1
Administrative Support • Provide timely and accurate word processing support. • Carry out all admin duties competently and efficiently.
Customer Service Target = no complaints from internal customers.
3 2 1
3 2 1
Part 2: Competencies
For each competency, circle the number beside the description that best matches your attitude or behaviour. Competency Description SelfRating My Examples Manager Rating Manager’s Examples
Makes an exceptional effort to keep customers satisfied. Works long hours if necessary to meet deadlines or fix problems. Gives friendly, cheerful service and corrects problems promptly. Makes visitors feel welcome...
This is Preview only. If you need the solution of this assignment, please send us email with the complete assignment title: ProfessorKamranA@gmail.com
