A Hotel Based On The Balanced Scorecard Performance Management Systems Study

The hotel A was once praised convention capital of being that the Hubei Jiang Han plain. But market position was often changed with the General Manager transfer,and performance management system is extremely faulty,a large amount of hotel operation area is left unused,foods and beverages appear shrinking unceasingly.The room rate is further below the market average level, GOP (Gross Operating Profit) is going steadily downhill, the managing faces a great challenge. The author by searching a great deal of documentation of the performance management, having made clear connotation of BSC (the Balanced Scorecard ), refining out strategy-based frame of hotel performance management system. By surveying hotel A' s performance management situation,the author tries to guide hotel A ,to strengthen normalized administration ,and to make full use of oneself advantage ,in order to set up a strategy-based performance management system for hotel A. At the same time, submit to idea and suggestions for Chinese nation hotel' s healthy development.On the one hand, the author has gone deep into the hotel A which is a Chinese nation hotel for the investigation of the current performance management situation; on the other hand, the author researched cases about performance management of the international brand-hotel. In comparison with the two hands, the author arrived at the eight big gaps of the performance management between the domestic and the overseas hotels.By the SWOT Analysis and the Successful Factors Analysis, the hotel A' s strategies have been clear, and Hotel A should choose differentiation strategy as "acting as a expert and turning into a centre of entertainments and sharing time" On the basis of drawing out hotel A Strategic Map, the author have developed out the procedures of the BSC-based performance management system, and a series of KPI and BSC menu. As well as, suggest the guarantee conditions and running steps which BSC-based performance management system should be put into effect in the hotel AIn the tide of global economy integration further, with economy hotel growth like a dark horse, as international chain-brand hotel share market unceasingly, Chinese nation hotel will be confronted with more and more complicated environment of competition and the intrepid competitor. Although hotel A is only one monomer hotel, which the author studied, most of the Chinese nation hotels are monomers, So that some general conclusions in this thesis should be proper to the latter. And this paper plays a pioneer role which gives some suggestions to improve the performance management level for Chinese nation hotels.