Özet:

It is very important that the employees in their hotel enterprises love their business, provide the best service to the guests, satisfy them and meet their expectations, while doing this, they also improve themselves and be successful in human relationships. One of the most faced employers in the hotel business is the servants. It is important that the servant is doing the job well. The purpose of this research is to identify performance assessment criteria for Garson. This research, unlike the use of a single-type performance assessment form, is important to develop a "professional" performance assessment form taking into account department and business differences in hotels. The 5 star hotel companies located in the center of the Ankara province have created the area of application of the research of middle and lower level managers. In the framework of the development of the Perfor-mans assessment criteria, first 4 managers were appointed and interviewed, followed by 4 managers with a pilot application, then 14 managers with an survey application. In the process of developing performance assessment-me criteria for servants in the relevant section, three common top criteria/dimensions, (1) Personal Characteristics, (2) Professional Knowledge and (3) Personal Behavior, have been determined and sub-criteria related to these top criteria, together with the criteria’s importance degrees, the weights of more than 100 points have been determined separately.

Anahtar Kelimeler: