Um modelo de avaliação de desempenho para um hotel da cidade de Chapecó/SC

Abstract

The present work aimed to propose a performance evaluation model for employees of Hotel Ideal Chapecó-SC, which contributes to the improvement of the quality of services provided. Therefore, it was necessary to use the methodologies of bibliographic research and case study to better understand the existing models and understand which would be the most appropriate for this study. Three performance evaluation models were selected: Balanced Scorecard, Total Quality Management, and Benchmarking. From its characteristics, statements were proposed and divided into three blocks, which composed the suggested model that will be answered by the hotel management. The potential of this model lies in the plausible possibility of applying it every three months since the hotel does not have any organized strategy to measure the activities of employees, perform feedback, or understand the relationship of this occupational environment. Thus, a solution to a local problem is presented, and this initiative can also serve as an example for other hotels in the city of Chapecó or in the western region of Santa Catarina, which can be framed as a small business. In addition, other research can be carried out from this study, allowing expansion of studies on hotel management.