Redistribuição de atividades por meio da matriz de polivalência: uma análise gerencial

Abstract

The versatility matrix is used to map the skills of an individual team in relation to the processes they perform. This study evaluates the application of this tool in a business in the accommodation sector, located in a tourist town in the west of Paraná. It develops a theoretical basis in concepts of people management, team building, leadership, tourism and hotels. The methodology adopted was based on unstructured and structured interviews to draw up the process map and the matrix, respectively. The matrix makes it possible to identify the skills that need to be developed, those that are adequate and those that exceed expectations, as well as facilitating the assessment and integration of new team members. In this context, the tool demonstrates its relevance by proving effective in identifying data that contributes to team flexibility and maintaining quality, especially in the hotel business, where seasonality and high turnover are constant challenges. It points to effective human capital management and training as fundamental to maintaining service quality.