Workplace Performance Appraisal and Its Influence on Employee Satisfaction in Hungary’s Hospitality Industry

Gál Csanád (2025) Workplace Performance Appraisal and Its Influence on Employee Satisfaction in Hungary’s Hospitality Industry. Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar.

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Absztrakt (kivonat)

Introduction: In the competitive landscape of the hospitality industry, employee engagement, satisfaction and well-being are critical to organizational success. Performance appraisal systems are intended to support these outcomes by providing feedback, setting goals and motivating staff. However, their actual impact can vary significantly depending on their structure and implementation. This study investigates how performance evaluations affect employees’ engagement, satisfaction, stress and explores how these systems can be improved within the Hungarian hospitality sector. Method: The research was conducted at NH Collection Budapest City Center, using a qualitative methodology based on unstructured interviews. Five employees from different departments, including the Front Office, Guest Relations, Housekeeping and Human Resources, were interviewed to gain a comprehensive understanding of their experiences and perceptions regarding the hotel’s performance appraisal practices. The interviews were recorded with participants’ consent, transcribed and analyzed. Results: The findings of the research show that while employees appreciate the structure and intent behind the hotel’s appraisal process, named „Time for You”, it’s effectiveness depends heavily on the quality of communication, frequency of feedback and the contextual understanding of managers. The goal-setting capabilities of the process and the opportunity to have discussions with direct supervisors were found to enhance motivation and satisfaction, whereas limited recognition from higher management and the frequency of feedback caused dissatisfaction or stress among interviewees. The „Time for You” appraisal system is a centralized, structured tool used by Minor Hotels, the chain that the hotel belongs to, which was found to be somewhat bounding, as it is not personalized to the local needs of the hotels. Guest reviews, as informal feedback, had mixed impacts on employee morale. Suggestions for improvement included increasing the frequency of feedback sessions, recognizing positive contributions more consistently, introducing team-based evaluation conversations, training supervisors in empathetic and constructive communication, and advocating for local flexibility in appraisal systems. Discussion: The study highlights the importance of empathetic, transparent performance evaluations in maintaining employee engagement and reducing stress. It also confirms findings from previous literature that fairness, constructive communication and ongoing development opportunities are key to maximizing the positive outcomes of performance appraisals.

Intézmény

Budapesti Gazdasági Egyetem

Kar

Kereskedelmi, Vendéglátóipari és Idegenforgalmi Kar

Tanszék

Vendéglátás Tanszék

Tudományterület/tudományág

NEM RÉSZLETEZETT

Szak

Turizmus-vendéglátás

Mű típusa:	diplomadolgozat (NEM RÉSZLETEZETT)
Kulcsszavak:	Appraisal, evaluation, feedback, hospitality, Hungary
SWORD Depositor:	User Archive
Felhasználói azonosító szám (ID):	User Archive
Rekord készítés dátuma:	2026. Ápr. 09. 14:58
Utolsó módosítás:	2026. Ápr. 09. 14:58

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