ASSESSMENT OF MEASURMENT INDICATORS FOR HOTEL PERFORMANCE

Abstract

Performance measurements are unique indicators which are used by business enterprises including hotels to measure employee´s and overall organizational performance inconsonant with broad and specific goals and objectives, to ensure compliance and thereby contribute to the stability of the organization in today´s competitive environment. The hotel sector in Nigeria have being poorly regulated by agencies and department of government, and this accounts for why most hotels in the country fall short of international operation standards. These hotels rarely perform periodic performance measurement or selects and use appropriate performance metrics for the evolution of their products and services. Thus, this study investigates key performance indexes adopted for assessing hotel performance and factors affecting the performance assessment and evaluation within the hotel sector. Ilorin has about 245 registered out which twenty hotels were selected using quota and purposive sampling techniques. Measure of central tendency and descriptive statistics were used for analysis of data. Results revealed 80-100% usage for front office and housekeeping KPI, 60- 70% usage for food and beverages, and 100% usage for profitability KPI. Only 37% shows they are aware of the profitability, 92% and 69% of the hotels confirmed their awareness of housekeeping and food and beverage KPI respectively. We advise that hotels should conduct periodic performance of all units and departments using carefully selected KPI for effective service delivery.