Turning underperformance around with the right tools and advice

A hospitality client got in touch after struggling for months with one team member whose performance had noticeably slipped. Tasks weren’t being completed on time, standards had dropped, and customers were starting to notice. The manager had tried “nudging” conversations, but nothing was changing—and they were unsure how to escalate the situation fairly.

They reached out for help and, with my Performance Management Toolkit and Disciplinary Policy template, plus tailored advice from me as part of my HR consultancy service, we developed a step-by-step plan.

Step 1: Setting Clear Performance Standards

We began by defining what good performance looked like in the employee’s role. I worked with the client to tailor the Performance Standards Template from my toolkit, focusing on customer service metrics, daily prep tasks, and punctuality.

This gave the business something measurable and fair to work from—aligned with expectations for similar roles in the industry.

Step 2: Putting the Right Policies in Place

Using my Performance Management Policy, we formalised how underperformance would be addressed, making it easier for managers to act consistently across the business.

We also made sure their Disciplinary Policy was up to date and linked to performance concerns. I advised them to

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