Evaluation of the Staff Performance Appraisal System in a Five-Star Hotel

Sonn Jorel Benitez

Bakalářská práce

Abstract:

This thesis investigates the effectiveness of the performance evaluation system at in a Five-Star Hotel, focusing on its impact on employee motivation, professional development, and service quality. Utilizing a quantitative approach with surveys from management (N=8) and operational staff (N=31), the study identifies a profound "perception gap" between leadership intent and frontline reality. While 100% of the management team believes the appraisal system operates flawlessly, over 35% of the operational staff report irregular evaluations, unclear metrics, and a lack of developmental support. Furthermore, cross-departmental analysis reveals operational silos, where critical frontline teams operate largely outside the formal HR framework. To resolve these inconsistencies, this study recommends standardizing a mandatory evaluation schedule across all departments, implementing managerial feedback training, establishing role-specific rubrics, and directly linking appraisals to career development in order to authentically motivate staff and sustain luxury service standards.

Keywords

performance appraisal, employee motivation, service quality, staff evaluation, hospitality sector

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 15. 3. 2026

Obhajoba závěrečné práce

• Vedoucí: doc. Ing. Tomáš Macák, Ph.D.
• Oponent: Freemen Pasurai, MSc.

Česká zemědělská univerzita v Praze

Provozně ekonomická fakulta

Bakalářský studijní program:
Business Administration