Study On A Hotel Performance Management Based On Balanced Scorecard

A code wave of consumption swept domestic catering industry since last year atthe background of that "three" consumption was strictly controlled by our government,and catering industry are faced with unprecedented sever situation, even manyHigh-end catering performance of enterprises appear tumbling down one afteranother. Hotel A, as the fixed hotel established by government for official receptionbear the brunt of impact, its turnover and profit fell considerably which directlyaffected its sustainable development.This paper applies the Balanced Score Card as strategy management tool toestablish a strategy-oriented performance management system under new situation,set up evaluation index system of benefit consistent orientations performancebetween staff and hotel to arouse work enthusiasm, and creative of staff, strengthhotel’s core competence in order to improve hotel’s management performance andpromote hotel’s sustainable development.This paper take A Hotel as object of study and take performance managementand Balanced Score Card theories as guidance, combine Balanced Score Card to AHotel’s current performance management situation, and design A Hotel’s performancemanagement system based on Balanced Score Card after a lot of research and analysis.This paper firstly introduce related theories of Balanced Score Card, and investigateand analyze A Hotel’s current performance management situation by questionnaireand interview to generalize its existing problem and reason during performancemanagement, and then put forward to help hotel to get out of mess by Balanced ScoreCard which is a strategy management tool. This paper confirm critical success factorsof the hotel after turning hotel’s strategic objectives step by step, set up keyperformance indicators around4levels of finance, customer, internal processes andlearning and growth, and build hotel’s Balanced Score Card index system. In the end,in order to ensure Balanced Score Card’s successful implementation, this paper enactsupporting measures for Balanced Score Card strategy at the base of summarize manyapplication examples and practical experiences. This paper’s research results prove that A Hotel’s using Balanced Score Card canenhance its core competence, solve its current problems in performance management,establish scientific and effective performance management system, and promoteperformance management system reform. This paper’s research result not only enrichBalanced Score Card’s practical experience and theoretical knowledge in domestichotel industry, but also provide enlightenment and reference for other hotels to useBalanced Score Card to make performance management reform and promoteperformance management level.