Purpose – The purpose of this paper is to propose a systematic approach to measuring, tracking, monitoring and continuously improving service efficiency, availability and quality in hospitality operational settings. Design/methodology/approach – The proposed measure of service operational...

Links the application of benchmarking to the hotel′s ability to achieve continuous quality improvements. Defines both the operating and service subsystems of the hotel and clearly indicates specific methods for quality improvement in each. Places emphasis on the role of upper management in the...