Key performance indicators in the hotel industry
Key performance indicators in the hotel industry
Autori:
Izdanje: SITCON 2016 - Singidunum International Tourism Conference
DOI: 10.15308/Sitcon-2016-192-198
Oblast: Tourism
Stranice: 192-198
Apstrakt:
The initial assumption of successful business of the hotel company is orientation
towards quality. The quality of a hotel product is a market category that
can and should be measured. This requires identification of key performance
indicators of hotel companies and ways of their measurement. The aim of this
paper is to highlight the importance of performance for the quality management
system, especially in the light of the new standards ISO 9001 from 2015,
as well as to illustrate the performance measurement methods in the hotel
industry. The heterogeneity of the hotel product imposes a flexible approach
to determining the key performance indicators. Therefore, their specifics will
be shown herein. It also highlights the problem of performance measurement
and for this purpose, introduces and explains the notion of comparative
value, which represents the projected standard, established on the basis of
the expected quality. Thus, in the context of observation and measurement
of the key performance indicators, quality in hotel industry is considered a
dynamic and measurable category.
towards quality. The quality of a hotel product is a market category that
can and should be measured. This requires identification of key performance
indicators of hotel companies and ways of their measurement. The aim of this
paper is to highlight the importance of performance for the quality management
system, especially in the light of the new standards ISO 9001 from 2015,
as well as to illustrate the performance measurement methods in the hotel
industry. The heterogeneity of the hotel product imposes a flexible approach
to determining the key performance indicators. Therefore, their specifics will
be shown herein. It also highlights the problem of performance measurement
and for this purpose, introduces and explains the notion of comparative
value, which represents the projected standard, established on the basis of
the expected quality. Thus, in the context of observation and measurement
of the key performance indicators, quality in hotel industry is considered a
dynamic and measurable category.
Ključne reči: indicator, performance, measurement, quality, hotel industry
Priložene datoteke:
- 192-198 ( veličina: 958,42 KB, broj pregleda: 10139 )
Kategorije objave:
Radovi na konferenciji SITCON 2016, Beograd, Serbija
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BibTeX format
@article{article,
author = {L. Kosar, S. Rašeta and N. Kosar},
title = {Key performance indicators in the hotel industry},
journal = {SITCON 2016 - Singidunum International Tourism Conference},
year = 2016,
pages = {192-198},
doi = {10.15308/Sitcon-2016-192-198}
}
RT Conference Proceedings A1 Ljiljana Kosar A1 Slobodan Rašeta A1 Nikolina Kosar T1 Key performance indicators in the hotel industry AD Univerzitet Singidunum, Beograd, Beograd, Srbija YR 2016 NO doi: 10.15308/Sitcon-2016-192-198
L. Kosar, S. Rašeta and N. Kosar, Key performance indicators in the hotel industry, Univerzitet Singidunum, Beograd, 2016, doi:10.15308/Sitcon-2016-192-198