A Improvement Study On Tour Guide Performance Appraisal System Of Guangzhou Yangguang International Travel Agency

An effective performance appraisal system has great strategic significance on establishing a scientific enterprise management system of human resources, enhancing staft performance and improving the management of enterprises. In the course of the development of Chinese tourism, tour guides, as a principal part of service of a travel agency, become a window and image of the travel agency Conscientiousness and high quality service of tour guides influence customer satisfaction and loyalty and even the sale of the tourism products. It shows that development of a travel agency and the prosperity of tourism depend on tour guides’ working attitude and service quality. So the management and development of the human resources of tour guides is valued by more and more travel agencies.Based on the formulation to the theories and methods of performance appraisal, this paper has studied deeply the performance appraisal scheme of Yangguang international travel agency by way of the positive research. Firstly, a questionnaire survey was conducted to investigate and study the existing problems in the original performance appraisal scheme. An optimization design idea of the performance appraisal scheme was proposed. And then, based on the development strategy of the agency, the performance appraisal system and the implementation of programs to the tour guides have been put forward, including the process and framework of the appraisal, the establishment of the indicators system, the design of the auxiliary links between the implementation and evaluation of performance appraisal. Combined with the practical application of the Analytic Hierarchy Process (AHP) and Fuzzy Appraisal Method, a model has been constructed for the determining and the evaluation of the indicators. At the end, this paper proposes some measures to ensure the success of performance appraisal system implementation, such as the training program before the appraisal stage and the feedback about the appraisal results.The improvement of the performance appraisal system has a certain theoretical and practical significance for appraising tour guides and enhancing the comprehensive competition ability of the agency.