Proposing a Model for Performance Assessment and Appraisal in Hospitality Industry

Performance appraisal is a complex process, and in a systemic approach includes numerous and various inputs and outputs. In this research, a comprehensive framework is proposed for performance assessment and appraisal in hospitality industry. This framework contains basic concepts of DEA and BSC. These two approaches are separately of the most practical performance appraisal tools, but using them separately cannot provide a correct performance appraisal. Merging the two methods, offers a model which not only has the advantages of each model, but also using both models together reduces the weaknesses of new and comprehensive model.Using BSC can provide proper data for DEA, in the other hand; DEA can codify appropriate pattern for departments based on inputs and outputs, and finally converts resulted numbers to useable managerial information. Therefore, the synergy between BSC and DEA can codify appropriate performance measures, and then translate them into managerial concepts.This research aimed to propose a model for performance appraisal in hospitality sector as a subset of tourism industry. Studying the selected research sample based on the designed model, showed that ranking their performance situation has been based on efficiency; and using DEA revealed the solutions which each of inefficient hotels can use to achieve efficiency.