A Study On Performance Measurement At MD Hotel

As China's economy entered into a new phase,the new economic environment and the fiercer competition force hospitality industry to implement high-standard management methods.Confronted with current demand of transform,China's hospitality need to make strategic objectives which match the current situation and achieve the strategic objectives through daily operation.Therefore,building a performance measurement system,which can help improve the management level and achieve the sustainable development goal,based on strategic objectives is necessary for hotels in China.This thesis took a middle-size hotel called MD in City J as an example.The basic background of MD hotel is introduced first,including the inner organizational structure,the duty of each department,the structure of human resources and the problem of operation and management in recent years.According to the research on the existing performance measurement system in MD hotel,this thesis concluded 4 main problems as followed: the measurement method is unreasonable for functional department;the measurement index is hysteretic;the performance measurement method does not match with the current situation;the performance measurement result is unintegrated.Directing at the problems existed in MD hotel's current performance measurement system,this thesis built a new performance measurement system based on balanced scorecard(BSC)theory.This thesis designed the specific key performance indicators(KPI)from four dimensions,including finance,customers,internal business process and learning and growth and used analytic hierarchy process to give weight to each key performance indicator.In the end this thesis put forward suggestions about how MD hotel should implement the performance measurement system and the supporting measures MD hotel should take.