engleski

Management Performance Measures in the Hotel Industry

This paper attempted to provide a framework of performance measures that would enhance the long-term success of a hotel. In this paper hotel managements are measured on the basis of four criteria:revenue, profit, customer/guest satisfaction and employee/associates satisfaction. The revenue and profit measures are discussed and proposal for customer satisfaction and employee satisfaction measures that are applicable to hotel operations is presented.

performance measurement systems; financial measures; non-financial measures; hotel industry

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