The impact of KPIs on profits and customer satisfaction in luxury hospitality: The Hyatt Regency Lisbon perspective

• Autor(a) principal: Brites, Ana Maria Carvalhais
• Data de Publicação: 2023
• Tipo de documento: Dissertação
• Idioma: eng
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: http://hdl.handle.net/10071/30383
• topic: KPI; Luxury hospitality; Hospitalidade - -- Hospitality; Performance; Hotelaria de luxo

A Key Performance Indicator [KPI] is a measure of performance used by various industries to achieve a goal. The tourism industry accounts for a large percentage of the world's gross domestic product [GDP], and the luxury hotel industry contributes a great deal to this significant weight. The aim of this work is to add value to the area of luxury hotels, and to be an aid and source of knowledge for the decision-making and management teams of luxury hotels. By analysing the literature, the aim was to provide a framework for what luxury hotels are, what the definition of KPIs is and how they can be applied in the hotel industry. That said, in order to understand the performance of a luxury hotel, it is important for luxury hotels to define their KPIs to achieve their goals. This raises the question of how KPIs are operationalised in a luxury hotel so that profits increase, and customers remain satisfied. To answer this question, we decided to interview the general manager of the Hyatt Regency Lisbon. The purpose of this interview was to give the perspective that a luxury hotel has on its KPIs. The aim was to understand which KPIs the luxury hotel applies, how they are measured and how they impact on profits and customer satisfaction.