METHODS OF PERSONNEL EVALUATION AT TOURISM AND HOTEL ENTERPRISES

Abstract

The article is devoted to the research and comparison of modern methods of personnel evaluation at the enterprises of tourism and hotel sphere. The role of personnel as a key resource, the effectiveness of which depends on the effectiveness of entrepreneurial activity is defined. The study provides a comparative assessment of the main innovative methods of personnel evaluation, which are actively implemented in practice among both foreign and domestic enterprises in the service sector. Strengths, weaknesses, expediency and frequency of introduction of such methods as Grading, Balanced scorecard, Assessment Centre, Management by Objectives, «360°» and Key Performance Indicators were compared and assessed. An example of the use of KPI was provided as the most progressive method of assessment, which aims at enhancing personal motivation of each employee and achieving the goals of the enterprise. This method is based, as a rule, on a three-level assessment of the enterprise and consists of general indicators of the enterprise (corporate level), indicators of the department (team level) and individual level. Moreover, KPI is aimed at achieving results, costs and efficiency, which should be optimally distributed in the ratio of 10, 80 and 10%, respectively. \nThe KPI method has two significant shortcomings that can be offset in the process of building an evaluation system. First, the KPI is more focused on achieving specific indicators, i.e. the performance of a larger range of responsibilities by the initiative employee is not expected. Second, an individual KPI that exceeds the baseline and will be at maximum contributes to efficiency gains. However, if the employee already exceeds the maximum level by 5 or 50%, it will no longer be reflected in the financial reward. That is, the individual KPI must change dynamically in accordance with the efficiency of staff. The key indicators, which form the basis for building an effective system of personnel evaluation at the hotel and restaurant business, are considered. It is determined that selection of indicators for evaluation by the KPI method is depends on the specific character of the business, the size and the goals of the enterprise.