Guest satisfactions and performance management

Simple item page
dc.contributor.authorShamsudin, Riza Munira
dc.date.accessioned2014-11-11T01:26:30Z
dc.date.available2014-11-11T01:26:30Z
dc.date.issued2012
dc.descriptionMasteren_US
dc.description.abstractGuest 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.en_US
dc.identifier.urihttp://hdl.handle.net/123456789/412
dc.language.isoenen_US
dc.subjectBusiness administrationen_US
dc.subjectGuest satisfactionsen_US
dc.subjectPerformance managementen_US
dc.titleGuest satisfactions and performance managementen_US
dc.title.alternativecase study of Vivanta by Taj Blue Diamonden_US
dc.typeThesisen_US
Files
License bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed upon to submission
Description:
Download
Collections
Pusat Pengajian Pengurusan - Tesis