Performance measurement for teaching hotels : a hierarchical system incorporating facilities management

Abstract

Intended to establish a performance measurement system (PMS) for teaching hotels, a study was conducted involving face-to-face interviews with the senior management of a typical teaching hotel. Key performance indicators (KPIs), grouped into four dimensions - education support, brand enhancement, financial performance and facilities performance, were shortlisted to form a performance measurement hierarchy. Using an analytic hierarchy process (AHP), the intended PMS was developed. Instead of financial performance, education support was the most important dimension, followed by facilities performance. The PMS, which is a pilot of its kind, may be used for other teaching hotels.