Diseño e implementación de un sistema de indicadores de desempeño (KPI) para evaluar la eficiencia del personal en una empresa hotelera.

Abstract

This research addresses the evaluation of staff efficiency at Centro Turístico Oasis de Daule through the design of a performance indicator system. Chapter I presents the problem statement, which focuses on the need for objective mechanisms to evaluate staff performance, as well as the research question, objectives, and justification. Chapter II develops the theoretical framework, reviewing concepts, models, and foundations related to efficiency, human talent management, job performance, key performance indicators (KPIs), service quality, and hotel management. Chapter III establishes the research methodology through a mixed-methods approach, using a survey administered to 40 employees of Centro Turístico Oasis, structured observation, and interviews with managers of hotel establishments, allowing for the collection and comparison of primary data. Chapter IV presents the proposal for a performance indicator system developed based on the results obtained, considering the dimensions of job performance, process compliance, productivity, service, and work environment, as well as its technical structure, responsibilities, targets, and measurement frequency. Finally, Chapter V presents the conclusions and recommendations derived from the study. The results showed favorable conditions in staff performance, particularly in responsibility, service quality, communication, and cooperation. However, the study identified the need to systematize performance measurement through indicators that strengthen internal control, support decision-making, and contribute to the continuous improvement of operational management and service quality at Centro Turístico Oasis de Daule.