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1. Intro

Tourismemploy2002). Iglobal g2009 ancannot especiaand devthe necplays sifor rewknown dominaemploylabour c

ct

mber of hote that empllity industrys therefore tpitality induy in the co

mance apprastar in Ashannaire admility outfits i

dings of theal but indiced that perf

me of the per

concluded thworkers wereective in the

udy recommppraisers aners should b

rds: Perfog

oduction

m industry ying over 1It is estimatgross domend 2018 (Wbe overemlly those invelopment. essary servignificant ro

ward (Medlias the “hot

ated by smayment in mocentred.

tels and catoyee appray in Ghana ethe need to austry and hoountry. Theaisal is pracanti Regioninistered to in Ashanti R

e study reveacated that thformance ferformance a

hat, even the not given

e hotels.

mended that nd appraisebe evaluated

ormance Ap

contributes27 million ted that the estic producWTTC, 200

mphasised inn the develo

Tourism anice to clienole in termsik, 2003). el and cater

all and mediost developi

ering servicaisal and peeventhough assess the coow best the e purpose octiced. In aln, Ghana we

Chief ExecRegion, Gha

aled that mahey did not edback was

appraisal exe

hough traininfeedback o

managemeees should ud on how th

ppraisal, H

s at least workers boworld’s Tract by 2018 08). The indn both deveoping econond hospitalintele. Hospits of accommHospitality

ring industrium scale eing econom

147

ces are increrformance it plays an ontribution benefits can

of this studll fifty hoteere contactecutive Officana.

ajority of thefully unders not given ercise.

ng was orgaon their perf

ent should ounderstand

hey conduct

Hospitality

6 % of thoth directlyavel and To

with growdustry conteloped and

omies rely oity move totality is one

modation, dry industry try” (Lee-Roenterprises a

mies across th

easing rapidis one of timportant roof employen be harnes

dy was to aels includinged. Empiric

cers, Manag

e respondenrstand the scto them an

anized, it diformance; a

organise traithe need fperformanc

Industry, H

he world’s y and indirourism Econwth averagintribution tow

d developingon tourism ogether in the of the largrink and footherefore doss & Pryceand providehe globe e.g

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w

dly in Ghanhe major oole in the su

ee appraisal sed for the ascertain thg 44-two stcal data wasgers and Em

nts had traincheme. Mos

nd, therefore

d not coverand perform

ining sessiofor the appce appraisal

Human Re

gross domectly world

nomy will cong 4.4 % pwards econg economieas a major he service igest industrod to visitorescribes wh

e, 2005). It ies foreign eg Ghana. H

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na. Previousobstacles fauccess of a cand performdevelopmen

he extent totar, 5-three s collected

mployees in

ning on perfost of the ape, did not k

r all the memmance appra

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esource, Fe

mestic proddwide (Hollontribute 10

per annum bnomic devees. Some ccatalyst forindustry to ries in the wrs away fro

what is tradis a sector w

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s studies cing the

company. mance in nt of the o which star and through the fifty

ormance ppraisees know the

mbers of aisal was

the staff, em, and

eedback,

duct and lowway, 0.5 % to between lopment

countries r growth provide

world, it m home itionally which is s well as ervice is

The emlabour, achievedeliver decline human performindustry

The qufrontlinin turn representhemselthat wisbase. T(Andrescompetenvironcompetcompetperformservice touristicGilbert,charactebuttresselementspeed, c

The peemployto contrManagething ormajor performout theiin maki

Throughand weassessinappraisaemploy

mployees aretalents, cre

e its goals quality serof the induresources a

mance of sery (Andress,

uality of sene personnel

leads to onts the comlves well toshes to stay

This is geness, 1999). ition than

nment, manitiveness, qition at th

mance throuindustries i

c products , and Waeristics whis this by ext of a restacomfort, ser

ersonal chayees’ performribute efficiement on thr not througpurpose of

mance of emir organisatiing work rel

h appraisineakness of ng the futural provides

yee performa

e the epiceneativity and(Kreitner, 2

rvice to creustry is greaare efficientrvice and g1999).

ervice delivl has a deteoverall levempany and co portray a in businessrally acknoThe modehas ever

nagers mustquality, speehe doorstepugh performis much moare consum

anhil (1993ich separate

xpressing thaurant produrvice and di

aracteristicsmance mustiently and ehe other hangh performaf appraisin

mployees byional missiolated decisi

g the perforits manpowe potentialss informatioance (DeNi

nter of the gdrive to th

2008). The ate competatly dependt, service dereater custo

very hinges ermining infel of guest carries the good and e

s needs to upowledged asern day bubeen expe

t take strateed and innovp of compemance appraore significamed at the 3) intangibe touristic prat a compleuct. This exines approac

that incret be determieffectively tnd must assance appraig the perf

y helping thon and provons.

rmance of ewer and gas and promoon to helpsi & Pritcha

148

growth of thhe industry, sector heatitive advandant on howelivery becoomer satisfa

in part upfluence on satisfactionimage of th

excellent impdate the kns an “imporusiness envected. To tegic actionvation are ketitors. To aisal is veryant than it point of p

bility, perisroducts fromete meal exxperience ich among o

ease effectined and entowards thesess to asceisal. Accordformance ohem to realivide inform

employees, ather informotability of ap managers ard, 2006).

he industry. thus enabl

avily relies ntage. As suw efficient itomes effectaction, there

pon its humguest percen (Boella, he company

mage of thenowledge anrtant vehiclvironment tthrive and

n that beatskeys that un

use thosey essential.is in other urchase. Ashability am other pro

xperience is is affected bothers.

ive servicencouraged. Ee achievemeertain whethding to Armof employeise and use

mation to em

the industrmation abouan employe

manage in

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Human resing the hoson their h

uch, the wots human retive leadingeby sparkin

man resourception of qu1974). Frony as well. Tcompany.

nd skills of e” for the hthrows mo

survive ins or equals nlock future e keys effe

Performanindustries. ccording to

and insepaoducts. Bell

the most imby a range

e delivery Employees ent of the gher employ

mstrong andees is to itheir full p

mployees an

ry can assesut employee (Cascio, 1n such a w

Business and MISSN

2014, Vol.

www.macrothin

sources suppspitality indhuman resouorldwide gresources are

g to overall ng off growt

ces. The auality servicntline staffThey need Every orga

f its human rhospitality

ore challengn this com

competitio benefits anectively, mnce appraisaThis is so b

o Cooper, Farability arl and Robermportant in

of factors

and contrimust be spu

goal of the iyees are doid Baron (20improve th

potential in nd managers

ss the total ees’ capabil1986). Perfoway that im


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ply their dustry to urces to rowth or e. When positive

th in the

ction of ce which f always to carry

anisation resource industry ges and

mpetitive on. Cost nd throw

managing al in the because, Fletcher, re three rt (2004) ntangible

such as

ibute to urred on industry. ing right 007), the he work carrying s for use

strength ities for ormance mproves

In recenturmoil globalistravel hospitaltheir cuimplies for theiimproveadvanta

Althougit is oftprofit. Ccrippleddecreasfor wortradition1984). Ioften un

This stuthe AshemployperformOur fineffectiv

The papmethodconclus

2. Over

2.1 Perf

There isPerformdevelopsuch as Snape, emergedout of thWithoutensurin2000; D

nt years, orgas the co

sation (Essamarket, wlity organisustomers –

that compair customersed customeage by relyin

gh appraisinten neglecteConsequentd – (Boellsing motivatrk done. Thnally been aIronically, tndervalued.

udy is to ashanti Regionyee perceptiomance apprandings couldve labour an

per proceeddology and sion.

rview of Pe

rformance A

s a universamance Apprping countr

schools, hoThompsond as a majohis inclinatit a structurg that judgm

Duleuicz, 19

ganisations ompetitive fays, UK 20

world-class sations to p(Essays, U

anies are fins. In other wer service. Tng on their

ng the perfoed by manatly, the hosla, 1974). tion and senhese have a weak linkthe same fro

scertain the n, Ghana. Ton of the syaisal and hod enrich dis

nd managem

ds with thedata issue

erformance

Appraisal

al human tenraisal Systemies and havospitals, loc, & Yan, 2or issue affeion to makered Performments made989). In the

within the forces with013; Go, Mcompetitionay more att

UK 2013; Gnding ways words, theyTo survive employees

ormance of eagement. Thspitality ind

These ovending wrongresulted fro

k in the hospontline pers

extent to whe researchystem, how ow performascussions on

ment relation

e overview es, reportin

e Appraisal

ndency to mms have thve grown fral authoritie

2000). Overecting majoe judgement

mance Apprae would be literature, m

149

hospitality hin the induManachello n and esctention than

Go, Manachto become

y have to dethis trend, to improve

employees heir main c

dustry partiersights arg signals to om the facpitality induonnel who

which perforh therefore f

effective thance apprain approprian in hospital

of performng and dis

l and Hospi

make evaluaherefore becfrom the pres, hospitalir the past or institutiot about thosaisal Systemlawful, fair

many defini

industry haustry have & Baum,

calating opn ever befoello & Baumore respo

evise systemmany compservice del

is an imporconcern hasicularly in re squelchiemployers

ct that humustry (ILO, 2are vital to

rmance appfocuses on phe system isisal reports ate policy frlity industry

mance apprascussion of

itality Indu

ations of oucome wide-rivate sectority industrytwo decadens both priv

se one workm (PAS), thr, defensibleitions of per

Research in B

w

ave experienshifted un

1996; Boelerating cosre to the ne

um, 1996; Bonsive and cms to facilitpanies mustivery.

rtant compos been makless Develong employon the ratio

man resource2001; Torrinthe success

praisal is prperformances, training awere used

ramework thy.

aisal and hf empirical

ustry

rselves and spread in br to public

y and the cives, performvate and sta

ks with as where would e and accurrformance a

Business and MISSN

2014, Vol.

www.macrothin

nced a greatnder the wlla, 1974). st are comeeds and deBoella, 197create greattate the delt build com

onent in the king or maxoped Countyees’ perfoonale for bee managemington & Chs of the indu

racticed in he appraisal iavailable to for in the i

that could s

hospitality il results an

d colleaguesboth develo

sector instvil service (

mance appraate owned.

well as aboutbe little ch

rate (Redmaappraisal ha


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t deal of eight of Shifting

mpelling esires of

74). This ter value livery of

mpetitive

industry, ximising tries are

ormance, eing paid ment has harpman ustry are

hotels in in hotels, staff on

industry. timulate

industry, nd then

at work. oped and titutions, Redman,

aisal has It arose

t oneself. hance of an et al., ave been

made by

DesslerstandardprovidinperformPritcharevent, ustated p

Perform(2003) drive todo not performfeedbacbasic elbased oemploymotivat2014; Cresult, tto deveorganisthe viewthe postperformpositionplans operformpay incemployhas beecreated manageexercise

2.2 Hos

Tourismpass thrservicesgroups meals aprolong

y different a

r (2013) deds, assessinng feedback

mance deficrd (2006) pusually not performance

mance appraposited tha

owards comtake it ki

mance of itck. Accordilement of huon the resulyees after deted and theCook & Crtraining canelop their sation in diffw that trainit/vacant pos

mance appran, when facof the evalumance appra

reases sinceyees are couen operated

bureaucraters. Armstre as a mean

spitality Ind

m is essentiarough, servs provided fof people

among otheg their stay

authors.

fines perforng the empk to the em

ciencies or performancoccurring

e dimension

aisal plays aat performa

mpetitive advindly sincets subordinaing to Browuman resoults of the apecision of their performarossman, 20n be organisskills, knowfferent direcing providesition. Accoaisal when ictors on whuation are daisal exercise its incepti

unseled, demfrequently

tic system orong (2006)ns of exercis

dustry

ally about pvices and infor individuneed some

ers. The hoty at the d

rmance appployee’s acmployees wto continuee appraisalmore frequ

ns and/or cri

a key role inance appraisvantage throe the succeates. It has

wn, Hyatt, aurce manageppraisal. It iheir performance manag

004; Martined for empl

wledge andction. Danvis employee

ording to Mit satisfies thich they ardiscussed ose as a poteion about tw

moted, retrenas up-bott

owned by th) argues thsing manage

eople and pndustries thauals or grou essential atel industrydestination

150

praisal as actual perforwith the aime to perforl is a discruently than iteria that ar

n the successal is one oough continess or fails two mainand Bensonement and mis also prud

mance haveged (Boadu

n & Bartol,loyees who

d motivationila del Valle

es with the salongwe (2their needs

are evaluateopenly. Hosential tool wo decadesnched amon

tom approache Human hat many perial control

places, the pat delivers ups travelingamenities s

y provides tvisited. T

any procedurmance relam of motivarm above prete, formaonce or tw

re used in th

ss of every oof the key

nues performlure of then purpose n (2010), pmany humandent for ma been madeu, Dwomo- 1998; Orpse performan to behave, Miguel anskills, abiliti005), emploand includ

ed are job rspitality outfor managin ago. Throung others. Och in most Resource d

people percl within org

places one ga travel exg away from

such as accthese facilit

Today, hote

Research in B

w

ure that invative to theating that p

par. Accordl, organisat

wice a year,he evaluatio

organisationelements o

mance improe organisatinamely decerformancen resource danagers to pe. With this-Fokuo, Bopen, 1997). ances are nove in ways nd Guez-Duies and knooyees react

de an opportrelated and tfits across ng employeugh the resuOn the other

organisatiodepartment ceived perf

ganisational

group of peoperience anm home (Peommodatioties and serl industry

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2014, Vol.

www.macrothin

volves settinese standarperson to eding to DeNtionally san, which hason process.

n. Bratton aof any orgaovement. Mion hinges cision mak

e appraisalsdecisions arprovide feed, employee

oakye, & KThrough a

ot up to expthat can h

uarte (2009owledge req

more favourtunity to st

the objecti the globe ee rewards ults of the er hand, the ons and hasrather than

formance ase-ups.

ople leave, vnd other hoearce, 2007on, communrvices to vi

is making


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ng work rds, and

eliminate Nisi and nctioned s clearly

and Gold anisation

Managers on the

king and s are the re totally dback to s can be

Kwaning, appraisal pectation help the

9), are of uired by

urably to ate their ives and employ through

exercise, exercise

s largely n by line appraisal

visit and ospitality ). These nication, sitors to g heavy

investmswimmconstruoffer saas televmajor roUysal (commerthe gov

2.3 Emp

The rolto be asone of mGhanaiaservice Authoridirectlyensurinpurchashospitalto attainused toreports reassignperformboth teawith diswhich p

3. Meth

3.1 Stud

AshantiThe regsurface of popu2010 popopulatAccra (region i2.25W, politicain the so

ments in neing pools, cted to acco

atisfaction tvision, flat-pole in asses2007) stresrcial travele

vernment off

ployee Appr

le of hospitassessed alwmost imporan hospitalisectors in

ity (GTA), y and indireg quality sese. In orderlity outlets n organisati

o evaluate eare used t

nment of emance in relam (employshonest andperformance

hodology

dy Area

i region is cgion is the t

of 24,389 sulation, howopulation ation; howev(895.5/km2)is centrally and latitud

al regions, Bouth and W

ew facilitiemore conf

ommodate vo guests anpanel plasmssing the actses that hoters, touristsficials.

raisal and H

ality industrays to put t

rtant sectorsity industry

n Ghana. Ahospitality

ectly acrosservices to cr to move tto apply em

ional goals employees’ to design temployees ation to theyer and empd bias way the appraisal i

chosen as othird largestsquare kilomwever, it is and housingver, its dens) and Centrlocated in t

des 5.50N aBrong- Ahaf

Western regio

s for alreaference roovisitors (Grand tourists t

ma, displays,tivities and tels play a vs and vocati

Hospitality I

ry in tourismhem on aler

s in a large y has emerg

According toindustry is

s the countustomers, she industry

mployee perand missionperformanc

the in-serviand proviset standar

ployee). Hohat the exeris practiced

our case stut of 10 admmeters or 10the most p

g census (PHsity (148.1 ral (162.2/kthe middle and 7.46N. fo region inon in the sou

151

ady existingoms, and nay & Liquothrough the , AUD playbehaviours vital role toional travel

Industry

m developmrt to avoid number of

ged as one o the 2012s describedtry. Employsince touristy to achieverformance an. Employece against ice trainingide feedbacrds. The exeowever, thercise is execd in hotels in

udy area sinministrative 0.2 per centpopulated rHC), accouper square

km2) Regionbelt of GhaThe region

n the north, uth west. Th

g hotels, innew buildinor, 2004). A

provision oyers. Evans

of a touristo different sers, groups

ment is enorany disasterdeveloping of the key

2 Annual rd as employyees in thistic productse its overallappraisal exee performaset standar

g courses fck to emplercise servee hospitalitycuted. This sn the Ashan

nce it is a cregions in t of the tota

region with unting for 1e km) is lown (Ghana Sana. It lies bn shares boEastern reghe region is

Research in B

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ncluding mngs with laccording toof high qua(2000) statet towards hiegments of and conven

rmous and r in the inducountries (drivers of

report of thyment genes sector ares are consuml objectives

xercise in thnce apprais

rds (Desslerfor professiloyees on s as a perso

y industry hstudy investti Region.

cosmopolitaGhana, occ

al land area a populatio

19.4 per cenwer than thStatistical Sbetween lonoundaries wgion in the es divided int

Business and MISSN

2014, Vol.

www.macrothin

more parkinarger guest

o John (2003ality amenites that hotelis spending f people sucntion attend

its employeustry. Hosp(Nazrul, 200growth am

he Ghana erator to Ghe critical pmed at the s, it is essenheir broad asals are a par, 2003). Aional develtheir actua

onal decisionhas not beentigates the e

an region incupying a to

of Ghana. on of 4,780nt of Ghan

hose of the Service, 201ngitudes 0.1with four ofeast, Centrato 30 distric


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g areas, t rooms 3) hotels ties such ls play a attitude.

ch as the dees and

ees need itality is 09). The

mong the Tourism hanaians player in

point of ntial for

activities arameter

Appraisal lopment, al work n tool to n spared extent to

n Ghana. otal land In terms 0,380 in

na’s total Greater

10). The 15W and f the ten al region cts, each

headed birth (8the popEnglishnon-Afrthe predproportcompris(1.8%) of the pGhana,

3.2 Pop

The popGhana who wo

3.3 Sam

The reselement1-four s

In eachresearchselectedhotel wthe numrespond

3.4 Res

The resand genmanagemanagestaff, prperformbackgroperceptthe typdissatisdesigneand areall were

by a distri7.3%) with

pulation origh-speaking cfrican populdominant etion (78.9%ses the Moland the Ga

population oit is land of

pulation of t

pulation of and their em

orked in var

mple Size an

searchers uts of the stustar in Asha

h hotel, fivhers chose d. The Chie

were given qmber of hodents across

earch Instru

searchers deneral managers/managerement used roblems the

mance appraound of the ion of the pe of incentfaction tow

ed to gather as of furthee received a

ict chief exh about five ginate fromcountries oflation livingthnic group ) of the Akale-Dagbon (- Dangme (of the regiof Golden sto

the Study

f the study imployees arious depart

nd Procedur

used the houdy. In all fanti Region

ve employethis method

ef Executivquestionnairotels in Ass the region.

ument

esigned twogers/manageress coveredfor promoti

ey face wheaisals are crespondent

performancetives and m

wards the mopinions, s

er study. A tas at Februa

ecutive. Maper cent na

m outside Ghf ECOWASg in the regiin the regioan populatio(9.0%), the (1.4%). Theon (Wikipedool.

is made up s at 2013. T

tments.

re

otel directofifty (50) hoof Ghana w

ees were sd to avoid

ve Officers re to responshanti Regi. The sampl

o sets of queeress and thd the varioing staff meen appraisincarried out.ts, methodse appraisal smotivation amotivation suggestions total of 350ry, 2014.

152

ajority of thaturalised Ghana, made

S and 2.1 peion is 1.8 pon, represenon is Asant Ewe (3.2%

e other smaldia, 2013). A

of all the hThe employ

ory of the Aotels compr

were surveye

selected usbias and g(C.E.O’s) and. Purposiion, as wele size totale

estionnaire,he other for ous forms oembers, traing employe Questionn

s used for psystem, whaavailable toand incentiand comme

0 questionna

he region’sGhanaians. Ae up of 3.7 er cent fromer cent of t

nting 77.9%te. The non-%), the Grusller ethnic gAshanti reg

hotels operayees of the

Ashanti Rerising of alled.

sing randomive every eand generalve method

ell as its sued three hun

, one set foremployees.

of employeeining prograees performanaire for emerformanceat prevent t

o them andive types.ents in geneaires were g

Research in B

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populationA smaller prper cent m

m other Afrihe total pop

% of Ghanaia-Akan popusi (2.4%), thgroups formion is the c

ating in the hotels were

egion of Gl 44- two st

m method employee thl manager/mwas used iuitability inndred and fi

r the Chief . The questies’ appraisaammes manance and ho

mployees coe appraisal ihem from wexpression

The final oeral with reggiven out in

Business and MISSN

2014, Vol.

www.macrothin

n are Ghanaroportion (5

mainly from rican countrpulation. Akans by birthulation in thhe Mande-B

m about 1.3 cultural hear

Ashanti Ree made up

Ghana to setar, 5-three

of samplinhe chance omanageress in this studyn reaching

fifty (350).

f Executive ionnaire foral methods,nagement ofow often emovered the in hotels, emworking effn of satisfaopen questgard to the r

n October 20


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aians by 5.8%) of the five

ries. The kans are

h. A high he region Busanga per cent rtbeat of

egion of of those

elect the star and

ng. The of being in each

y due to all the

Officers r general criteria ffered to mployee

general mployee

fectively, action or ion was research 013, and

3.5 Dat

Data gafindingsinterpre

4. Resu

In this literaturdegrees

4.1 Gen

The disceducatioorganisaall otheappraiseeither a who hadappraisesituationTrainingthemselrevenueessentiaorganisaknowled

Regardiappraisefemale unsociathe indu70.1 % appraisethat botproductof apprconstituhigh bureputatiplayers,turn-ovessentia

ta Presentat

athered wers of the stetation.

ult and Disc

section, dare. The resus of the resp

neral Chara

cussion on pon of emploation. Educaer human poers is satisfafirst degree

d either a seers will be inn is worrisomg and develolves in ordere towards thal to every oation. He wdge to move

ing the genees and appcan be acc

able hours wustry requirof the resp

ers and the th appraiseetivity towaraisees and

utes 60.0 %uttressing Bion for very, because exer is high, al resource t

tion

re coded antudy were

cussion

ata collecteults are therponses given

acteristics of

performanceoyees, whication is consotentials. Fractory as coe or higher necondary schn a position me on the popment pror to deliver bhe survival oorganisation was of the e the organis

nder distribpraisers) we

cepted as nowhich may res long houondents wetotal numb

es and apprards economappraisers h

% of both apoella and G

y high levelxperience pit tends to

to any organ

d results wpresented u

ed from qurefore presen by apprais

f the Respon

e appraisal cch has a tensidered an imrom Table ompared to national diphool or elemto be abreas

part of appragrammes nebetter servicof the indusand it involview that i

sation to hig

bution of tere males aormal sincebe difficult

urs of work.ere within thber of respoaisers are reic developmhave less thppraisees an

Goss-Turnerls of labourplays key ro

affect the nisation aim

153

were analyseusing appro

uestionnaireented in tabsers and app

ndents

cannot be comndency to emportant so1, it is cleaappraisees.

ploma qualifmentary schost with their

aisees who aeed to be puces, this willstry. Accordilves the stocif workers

gher levels.

the respondand 38.0 %e the hospitt for female.In terms, ohe age grouondents fellelatively yoment for a lhan 6 yearsnd appraiser (2005), assr turnover. Iole to the su

industry inming for futu

ed using an opriate tabl

es are analyles showingpraisees in t

mplete withenhance or ocial variablar that the

Sixty threefication as aool qualificar duties, authare always atut at the fool in-turn attraing to Armscks and floware knowle

dents 62.0 % female. Th

ality activites. In generf age distrib

up of 21-50.l around theoung and calonger perio of experie

ers. It presusertion that It should beuccess of evn the long rure success

Research in B

w

SPSS comles and cha

ysed and cg frequenciethe selected

hout a criticaworsen the e which caneducational e percent ofgainst 66.8

ation. This fihorities and rt the frontlinotsteps of apact more custrong (2006

ws of knowleedgeable, th

% of the he imbalancties involveral, this is abution, the r The mean

e age of 35an work effeod. A consince in theirpposes thathospitality

e great concvery organisrun. Experi.

Business and MISSN

2014, Vol.

www.macrothin

mputer packahart to ensu

compared wes, percenta

d hotels.

al look at theperformanc

n unlock or backgroun

f the apprai% of the ap

finding indicresponsibili

ne to deliverppraisees to ustomers for 6), human cledge availabhey will app

respondennce ratio of e working lacceptable, result indicages of app years. Thi

fectively to piderable perr work plact labour tur

y industry stcern to the sation. If thienced labo


nk.org/rbm

age. The ure easy

with the ages and

e level of ce of an enhance d of the isers had ppraisees cates that ties. The r service. upgrade increase

capital is ble to an ply their

ts (both male to ong and because ates that praisees, s means promote rcentage ces. This rnover is till has a industry e labour

our is an

Table 1

SamCharact

Gender

RespondAge

Educatio

Number Years in Compan

Source:

4.2 Met

For hosassess managePerformstaff as also beTable 2performof the aHoweve

. Characteri

mple teristic

IApp

Male Fema

dents Below21-3031-4041-5051-6061+

on ElemeSeconPolytUniveOther

of the

ny

Below1-3 ye4-6 ye7 yea

: Field Data

thods Used

spitality indthe perform

ement and tmance appra a contribu

e noted that2, the resul

mance was bappraisees ber there see

istics of the

Items praisees

Fre(N

ale 150100

w 20 yrs 0 0 0 0

32 62 60 56 30 10

entary ndary echnic ersity r

72 10040 18 20

w 1 Yr ears ears rs +

10 68 72 100

a, 2014.

in Assessing

dustry to conmance of the employaisal is abo

utor to the ot organisatilts show thbehavior appby appraisems to be no

Responden

equency N=250)

Perof T

0 0

60.040.012.824.824.022.412.04.0

0 28.840.016.07.28.0

0

4.027.228.840.0

g Performa

ntinue playithe workeees to criticout measurioverall orgaions have vhat, the apppraisal (38.6rs and 37.5

o significant

154

nts

rcent Total

ItemAppra

0 0

Male Female

8 8 0 4 0

Below 221-3031-4041-5051-6061+

8 0 0

ElementSecondaPolytechUniversOther

2 8 0

Below 11-3 year4-6 year7 years

ance in Hote

ing its role ers within cally assessing, monitoanisational various metpraisal met6 %). This m

5 percent oft difference

ms isers

Frequ(N=1

67 33

20 yrs - 15 20 32 23 10

tary ary hnicsity

12 15 40 23 10

1 Yr rs rs +

- 33 27 40

els in the As

in Ghanaianthe industr

s their contoring and eperformancthods of apthod most fmethod wasf the apprais among the

Research in B

w

uency 100)

Percenof Tota

67.0 33.0 - 15.0 20.0 32.0 23.0 10.0 12.0 15.0 40.0 23.0 10.0 - 33.0 27.0 40.0

shanti Regio

n economy ry. This wtribution towenhancing tce and effecppraising thfrequently s used to apsers by appe choices (T

Business and MISSN

2014, Vol.

www.macrothin

nt al

Total number (N=350)

217 133 32 77 80 88 53 20 84 115 80 41 30 10 101 99 140

on

there is thewill help bwards the ithe performctiveness. Iheir workerused for a

ppraise 39.0praisers (supTable 2).


nk.org/rbm

Percent of total

62.0 38.0 9.1 22.0 22.9 25.2 15.1 5.7 24.0 32.9 22.9 11.7 8.5 2.9 28.9 28.2 40.0

e need to both the industry.

mance of t should

rs. From assessing 0 percent periors).

Table 2

AppraisMethodBehavioResult Peer Trait Other Total

Source:

4.3 Purp

As indiManagetrainingoutput opositionactivitiedetermiof their show thtrainingacquire employorganisa

Also, it promotimore se

Table 3

ConseqDetermWeed oEnhanchis/her jDetermof emplAvoid cTotal

Source:

. Performan

sal d

F

our

: Field Data

rpose of Emp

icated earlyement of org needs of eof the emplns. All theses. Table 3, ine training job respons

hat hospitalg need of th

the necessaees get cleaation to ach

is clear thation of its emenior positio

. Major Rea

quence mines the proout poor perces the empjob respons

mines traininloyee corruption a

: Field Data

nce Apprais

Frequency oAppraisees

96 58 43 33 20

250

a, 2014.

ployee Perf

y, performarganisationsemployees; loyee towarse helped oFigure 1, i

and developsibilities. Thlity service heir employary skills anar understanieve its obje

t managememployees. T

ons.

asons for Em

omotability rformance ployee undsibilities ng and deve

and stealing

a, 2014.

al Method

of s Percen

38.423.217.213.28.0

100.0

formance Ap

ance apprais embark oemployee u

rds productiorganisationindicate thatpment needshese accoun

providers nyees so thatnd knowledgnding of theiectives.

ent of hospitThis enables

mployee Pe

of employe

derstanding

elopment ne

g by employ

155

nt FrequApp

4 32 22 2

0 1

ppraisal

isal is crucon such exeunderstandiivity; and hns to make

at performans of employ

nted for 30%need to emt they can dge to improir job descri

tality industs them to a

erformance A

Freee

on

eeds

yees

uency of raisers 38 25 18 12 7

100

cial to the ercise for sing of his/hhow to prome decisions nce appraisayees as well % (108 degrembark on pedesign the r

ove performaiption, they

try use perfoassess emplo

Appraisal

equency of A1020

30

30

10100

Research in B

w

Percent

38.0 25.0 18.0 12.0 7.0

100.0

survival ofseveral reasher job respmote emplo

towards imals are carrias enhance

ee) each. Therformance required traance. This iwill go a lo

ormance appoyees withi

Appraiser

Business and MISSN

2014, Vol.

www.macrothin

Total Number

134 83 61 45 27

350

f any organsons which ponsibilities,oyees to occmprovemenied out primtheir under

hese findingappraisal t

aining to heis crucial beong way to

praisal to dein their outf

Percent 10.0 20.0

30.0

30.0

10.0 100


nk.org/rbm

Percent

38.3 23.7 17.4 12.9 7.7

100.0

nisation. include

, overall cupy top nt of its marily to standing s clearly o assess elp them ecause if help the

etermine fit to fill

Degree36 72

108

108

36360

Source:

4.4 Crit

A greatof educpercent promoti(Table 4promotieducatiotheir org

Table 4

Criteria

Level educatioCompetLong seOther Total

Source:

Fig

: Field Data

teria Used i

ter percent ocation; 23.4indicated t

ion depend4). It is impion issues.onal level aganisation.

. Responden

a

of on tence ervice

: Field Data

30

gure 1. Majo

a, 2014.

in Hospitali

of the respo4 percent sthat promotided on otheportant to n. This sugas ones who

nts’ Views a

Frequency Appraisee

98

62 50 40

250

a, 2014.

10

or Reasons

ity Industry

ondents (42said that coion was bas

er things, sunote that moggest that o posse high

about the C

of es Perce

39.2

24.820.016.0

100.

10

30

156

for Employ

to Promote

.3 %) claimompetence sed on long uch as conost hospitali

managemeh knowledg

riteria Used

ent FrequApp

2

8 0 0 .0 1

20

yee Perform

e

med that prowas used tservice; wh

nfidential reity outfits uent perceiv

ge and skills

d to Determ

uency of praisers

50

20 15 15

100

Research in B

w

mance Appra

omotion depto determinhile 15.7 peeports on stuse educatioved emplos to promot

ine Promoti

Percent

50.0

20.0 15.0 15.0

100.0

Determinemployee

Weed out

EnhancesunderstanresponsibDetermindevelopm

Avoid coremployee

Business and MISSN

2014, Vol.

www.macrothin

aisal

pended on tne promotioercent specitaff and haon to considoyees with te the well b

ion

Total Number

148

82 65 55

350

nes the promote

t poor perform

s the employending on his/hbilitiesnes training anment needs of

rruption and ses


nk.org/rbm

the level on; 18.6 fied that rd work der their

higher being of

Percent

42.3

23.4 18.6 15.7

100.0

tability of

mance

eher job

ndemployee

stealing by

From thThis is performto workawaitinemploymanage

The respromoteemploythan a qoutfit, i

4.5 Emp

Feedbac

Performwhat isappraisashould performestablisto assesin TableappraisesuggestfeedbaccontinuappraiseThe resdiscusse

Table 5

Criteria

Yes No

Total

Source:

he Table, it good prac

mance of thek assiduousg them. Th

yees have a ement.

searchers are their em

yees. From tquarter (¼)f their effor

ployee Perc

ck Provided

mance feedbs expected al. Accordibe to prov

mance. Thershed institutss where thee 5, 65.7 pers) indicatts that hospicks are not ue to perforers were ofsearchers aed with them

. Feedback

a FrequAppr

512

: Field Data

is clear thactice, since e organisatisly since this always view that th

re of the viemployees, bthe study, it. This can lrt towards p

ception of th

d

back helps wof them. Ping to DeNvide informrefore, provtions is a cruey are, whe

percent of thed that perfitality outfitgiven, emp

rm or behaf the view tare of the m.

provided

uency of raisees 57

193 250

a, 2014.

at managemit helps em

ion. This mhey know helps to r

hose worker

ew that hosbut rather t is clear thalead well qu

productivity

he Performa

workers to ierformance

Nisi et al. (mation that viding informucial activitre they wanhe respondeformance apts in the regployees wilave in the sthat appraisview that

Percent

22.8 77.2

100.0

157

ment also usmployees t

makes them fthat there

reduce labors who are

spitality outtake into at promotioualified or is not recog

ance Apprai

identify thee feedback (2006) the

will best mation aboty, which nent to be, andents (77.2 %ppraisal rep

gion do not gll not knowsame way al results aremployees

FrequenApprai

6337

100

sed long serto demonstrfeel part of is always

our turnovepromoted a

tfits should consideratio

on based onexperiencedgnised beca

isal System

e lapses in tis, thereforultimate genable ma

out performaeed to be end how they % of whomports were ngive apprais

w what theywithout anre confiden’ evaluated

ncy of isers

P

0

Research in B

w

rvice as a brate their lo

f the organispromotion

r. Also, in are those wh

not only reon the com

n competencd workers tause of pape

in Hospital

heir performre, needed goal of perfanagers to ance to empncouraged to

can get them were apprnot made knsal reports tare doing,

y improvemntial report td reports ar

PercentN

63.0 37.0

100.0

Business and MISSN

2014, Vol.

www.macrothin

basis for prooyalty towasation and c

n to senioriGhanaian

ho are close

ely on educmpetence lce accountsto leave for er qualificat

lity Industry

mance and to ensure eformance aimprove employees woo enable emere? From thraisees and nown to theto their mem, and therefment. Someto the organre given ba

Total Number

120 230 350


nk.org/rbm

omotion. ards the continue ity level

set ups ed to the

cation to level of for less another

tion.

y

to know effective appraisal mployee

orking in mployees he result 37.0 %

em. This mbers. If fore will e of the nisation. ack and

Percent

34.3 65.7

100.0

4.6 Met

Commuwhetherperson sender, in the scontinutake pladecisionof the rresults helps btheir ac

Table 6

Method

WrittenVerba

IntervieSemina

Total

Source:

4.7 Trai

For an events, knowleThis wiasked w

From Ttraininghad notessentiaguidelinensure performrespond

thods of Giv

unication is r verbally to another the messag

success of ue for so lonace in such ns with regarespondentsshould be

both employhievement.

. Methods o

ds FreqAp

n al ew ar

: Field Data

ining on the

organisatioprogramm

dge, skills ill help in

whether or n

Table 7, a g on how pet received aal tool for nes of perfothat both s

mance. This dents who h

ving Feedba

the transmior non-verbis common

ge, and the every organg if it lacka way that

ard to the ms (appraiseecommunica

yees and m

of Giving Fe

quency of praisees

25 13 17 2

57

a, 2014.

e Performan

on to grow, mes and ins

and compethe realisat

not they hav

little over erformance any trainingemployee d

ormance appsupervisors will reduce

had training

ack on Appr

ission of mebally. Acconly depictedreceiver. Evnisation, bu

ks the same it will give

message he pes 43.9 % aated to themanagement

eedback on

Percent

43.9 22.8 29.8 3.5

100.0

nce Apprais

the behavistructions wtence needetion of the ve had traini

half of theappraisal w

g. This is sedevelopmenpraisal. Man

and subore the tenden on perform

158

raisal Repor

eaning fromording to Bd as a simpven though ut it is imp efficacy ine opportuniperceived (Mand appraisem in writteto visualise

n Appraisal R

FrequenAppra

22198

1463

sal System

ior of workwhich willed to carry ability and

ing on perfo

e respondenwas be conderious indicnt as well nagement ordinates arency of bias

mance appra

rt

m one personBarrett (200ple triangle

Performanportant to nn communicty for the reMaster, 200ers 34.9 %)n form. Wre what they

Report

ncy of aisers

P

2 9

4 3

kers should l enable thout work e

d potentials ormance app

nts (53.4%)ducted, whilctment to thhelping the

of the hospie frequentlyes and otheaisal, 68.5 p

Research in B

w

n to another06), commu

consisting ce appraisa

note that thcation. Comespondent o8). From Ta

) prefer thatritten form y are doing

PercentN

34.9 30.2 12.7 22.2

100.0

be modifiehem to acheffectively (

of workerspraisal.

) indicated le almost ½ he industry em to be cotality indusy trained oner errors. Ofpercent indi

Business and MISSN

2014, Vol.

www.macrothin

r or to manyunication frof the cont

al plays crithis success mmunicationor receiver able 6, 39.2t their perfoof commu

g and keep

Total Number

47 32 25 16

120

ed through hieve the l(Armstrongs. Appraise

that they h½ indicated t

because traonversant w

stry must, thn how to f the 53.4 %icated that t


nk.org/rbm

y people, rom one text, the ical role will not n should to make

2 percent ormance

unication track of

Percent

39.2 26.7 20.8 13.3

100.0

learning level of

g, 1996). ees were

had had that they aining is with the herefore, appraise % of the they will

avail thSome oappraisaexpectehospitalThis wi

Table 7

Varia

TrainNo trai

Tot

Source:

4.8 Effe

Accordand 75effectivemploymanageprogramskills toof appra

Table 8

Effect

StronagreAgre

StrondisagDisag

Tota

Source:

hemselves foof the respal, they did

ed of them lity outfits ill help them

. Training N

able FrA

ning ining al

: Field Data

ectiveness of

ing to Tabl.0 % appra

ve. This is yees are ofement or bmmes on peowards appraisal issues.

. The Effect

tive FrA

ngly ee ee

ngly gree gree al

: Field Data

for training, pondents ind not really

in terms in the regio

m to upgrade

Needs on the

requency ofAppraisees

131 119 250

a, 2014.

f the Perfor

le 8, a majoaisers disagan indictm

f the view body in chaerformance raisal exerc.

tiveness of

requency ofAppraisees

15

15

115

105 250

a, 2014.

whilst 31.5dicated thaunderstandof their ro

on should oe their know

e Performan

f

Percen

52.447.6

100.0

rmance App

ority of the greed that

ment to hosthat the s

arge of hosappraisal t

ise. Both ap

the Perform

f Percen

6.0

6.0

46.0

42.0100.0

159

5 percent inat, though d the schemoles. The reorganise freqwledge on a

nce Apprais

nt FrequApp

41

praisal Syste

respondentperformanc

spitality ousystem is nspitality in to both appppraisees an

mance Appra

nt FrequAppr

1

1

3

40 1

ndicated thathey have

me and, theresearchers quent traini

appraisal iss

sal System

uency of raisers 56 44

100

em in Hospi

ts 84.3 % mce appraisautfits operatnot adequa

the regionpraisees andnd appraiser

aisal System

ency of raisers

10

15

30

45 00

Research in B

w

at they did nhad traininefore, did nare of the ing, whethesues.

Percent

56.044.0

100.0

itality Indus

made up of al in hospitting in Ashate. This stn should od appraisersrs will get c

m in Hospita

Percent

10.0

15.0

30.0

45.0 100.0

Business and MISSN

2014, Vol.

www.macrothin

not need retng on perfonot know w

view that er on or off

Total Number

187 163 350

stry

f 88.0 % aptality indushanti regiotudy sugge

organise orirs to up-graclear unders

ality Industr

Total Number

25

30

145

150 350


nk.org/rbm

training. ormance

what was various the job.

Percent

53.446.6

100.0

ppraisees stry was n, since

ests that ientation ade their standing

ry

Percent

7.1

8.6

41.4

42.9 100.0

An effeand indelementis becautowards

4.9 Fac

It is theproductmaximuvarious (Table employscore of

From Tperformthe salaof 550 face-facalways those atof the oto compthat the

Poor incgiven inBoella (to delivnegativ

Table 9

Rank Weight

Inadequate Poor incentFavouritismNot having

Source:

ctive perfordividual goats are featuruse, if perfos productivi

ctors that Pr

e wish of etivity for theum effort to

reasons. O9), respond

yees is rankf 440.

Table 9 inadming effectivary they rece

which reprce interviewemerge as bt the shop flrganisationpensation. Ey deserved

centives alsncentive at (1974) viewver quality ely affects e

. Factors th

salary tive m g ownership in t

: Field Data

rmance apprals. There isred in the apormance appity in the se

revent the E

every organe survival ofo show theirOn the basisdents rankeded second n

dequate salarvely. The emeive. Also, fresents 22.0w with onebest employloor whose . The researEmployees in the organ

so accounts all or the in

w, which maservice. Leemployees’

at Prevent E

1 4 Ver50 (28 (20 (

the hotel 2 (8

a, 2014.

raisal systems the need fppraisal envpraisal is noctor.

Employees fr

nisation thatf the organisr commitme of factors d inadequatnot having

ry which acmployees pefrom the tab0 %, it pre

of the emyee of the ye

high commrchers are ofshould see nisation.

for 660. Thncentive givaintains thate-Ross et aperformanc

Employees

2

ry important3F

(200) 4(112) 3(100) 28) 1

160

m plays a crfor considervironment anot effective

from Perform

t its employsation. In in

ent level towthat prevente salary fiownership

ccounted foerceive thatle, favourtis

events emplmployees, heear. This is a

mitment towf the view tha clear rela

his may be dven is usualt adequate s

al. (2005) ace.

from Perfor

Fairly important0 (120) 0 (90) 0 (60) 0 (30)

rucial role inration and pnd the perfo

e, it can easi

ming Effect

yees will pnstitutional swards produnt employeeirst as a main the hote

r 850 mainlt their effortsm by manaloyees frome gave instaa major disinards produc

hat performation betwee

due to the facly inadequasalary, and ilso have th

rming Effec

3

t2 Least import10 (20) 20 (40) 20 (40) 50 (100)

Research in B

w

n accomplisplanning to ormance appily kill the

ively

erform effeset-ups, somuctivity, whies from perfajor factor, el is ranked

ly prevent tts were not cagement accm working ances wherncentive forctivity is cruance appraisen appraisal

ct that emplate. This finincentives me view that

ctively

4

ant1 Not Impor 22 (22) 40 (40) 38 (38)

Business and MISSN

2014, Vol.

www.macrothin

shing organiensure that

praisal systespirit of em

ectively to me employeile others doforming effpoor incenfourth with

the employecommensurcounted for aeffectively.

re only senr the junior sucial to the sal should bl result and

loyees are ending is in-lmotivate emt lack of in

Score O

rtant

340 1s

268 2n

240 3r

176 4t


nk.org/rbm

isational t critical em. This

mployees

enhance es put in o not for fectively ntive for h a total

ees from rate with a weight During

nior staff staff and survival

be linked rewards

ither not line with

mployees ncentives

OverallRank

st nd rd th

4.10 Th

Perform(Armstrhad gonhave frirrelevanature wand tenassert, “

Appraishospitalthe probunreliabwere thpicture appraisamethodclear stato differ

Table 1

U

Source:

5. Conc

The hosGhana. visitors(1993), tourismlabour satisfacequipm

he Challeng

mance apprarong, 2006;ne wrong, rrequently rant. Performwith which

nd to be bia“Performan

sers were qlity industryblems of apble. Only a

he problem. which mayal was con

d. There shoandard to brentiate betw

0. Challeng

Cha

Rate

Unreliable ap

O

T

: Field Data

clusion

spitality indThis poten

, in order tointangibilit

m products fintensive.

ction. No mment, furnitu

ges of Perfor

aisal has b; Townley, rather than rejected per

mance appraappraisals h

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