Guest satisfactions and performance management
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Date
2012
Authors
Shamsudin, Riza Munira
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Abstract
Guest satisfaction in the performance management in a hotel is crucial for long-term business sustainability in a highly competitive market. It is a differentiator to competitors and a critical success factor of the hotel. This case study looks into the overall low guest satisfactions of the hotel and focuses on Front Office department performance. The study of performance management and guest satisfactions has an impact to the employees’ performance and their attitude and motivations have significant impact towards the hotel’s performance. The data for this case study were collected through interviews, documents review and observation. Further analysis is done using the SWOT analysis, Root Cause analysis to determine the cause of the low guest satisfactions and general evaluation of performance management based on balance scorecard. After analysing, recommendations were provided for future improvements.
Description
Master
Keywords
Business administration , Guest satisfactions , Performance management