55501318: MAJOR: HOTEL AND TOURISM MANAGEMENT INTERNATIONAL PROGRAM
KEY WORDS: PEFORMANCE MEASURES, KEY PERFORMANCE
INDICATORS, HOTEL INDUSTRY, FOOD AND BEVERAGE MANAGEMENT, PERFORMANCE MANAGEMEENT FRAMEWORK
SORIN GLIGORE: CONSTRUCTING KEY PERFORMANCE INDICATORS.
A CASE STUDY OF THE FOOD AND BEVERAGE DEPARTMENT, MELATI BEACH RESORT AND SPA, KOH SAMUI, THAILAND. INDEPENDENT STUDY ADVISOR: ARDIPORN KHEMARANGSAN, PH.D. 85 pp.
In order to thrive in the spinning- fast shifting context of today’s marketplace there is an ever growing need to focus on performance, developing any edge that would lead to competitive advantages and outsmart the competition.
The purpose of this paper is to analyse the construction process of a performance management system tailored to fit the needs of a high-end hotel group, the focal point being represented by the development of key performance indicators.
The study researches the relevant literature and employs the qualitative analysis through the use of semi-structured interviews with the management team as methodology. Presented here is a snapshot into the service side of one of the hotel’s group Food and Beverage departments. A step by step approach to the making of KPIs is outlined, giving decision makers an empirical model for consideration.
The results of the semi-structured interviews show that the objectives are the same throughout the F&B department the aim is achieving continuously a greater degree of control and improvement in key areas. The KPIs chosen to perform towards achieving the objectives, need modifying as to fit the attributes of individual job descriptions and level occupied on the corporate structure. As there is a mixture of financial and human factor predominant indicators that are drivers of financial success but challenging to measure, we found ways to measure and positively impact them, increasing their relevance and reliability. The construction of KPIs built on a functional framework and inherent weighing method.
The KPI design process presented is the incipient stage of a workable performance management system. Further development and testing is needed to complete the cycle, successfully leading to the next stages of implementation, data gathering and reassessment.
Program of HOTEL AND TOURISM MANAGEMENT INTERNATIONAL PROGRAM Graduate School, Silpakorn University Student's signature ... Academic Year 2014
Independent Study Advisor's signature ...
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Acknowledgements
It took almost a year for what initially was a vision, a project incepted on a tropical island to materialize, and finally conclude with the present study. During this time, I have had the privilege to collaborate and work around a number of great people who have contributed to this research in different ways. It is a pleasure to convey my gratitude to them for their support that made this study possible.
In the first place, I would like to record my gratitude to my advisers, Dr.
Ardiporn Khemarangsan and Dr. Wallop Lipiphan. I consider myself fortunate to have had the both of them as my advisers, inspiring me in their unique ways with their advice, guidance and patience.
It is my pleasure to express my sincere appreciation to Dr. Daniel G. Fuchs for the chance given to work on developing the project, for the trust, appreciation and supervision he generously has shown to me.
Special thanks to the management team at Melati Beach Resort and Spa and Chaweng Regent for their contribution and collaboration developing the project.
I would like to thank all of the faculty members at SUIC, especially Dr.
Sudawadee Chanpiwat and Prof. Robert Mckenzie for their support throughout the course.
Finally, I would like to thank my family and my extended family here comprised of friends, students, collaborators and associates.
