THE EFFECT OF PERFORMANCE MANAGEMENT IN HOTEL BUSINESSES ON EMPLOYEE PRODUCTIVITY AND CUSTOMER SATISFACTION

Abstract

Hotel enterprises are intensive labor-based service businesses that provide accommodation and food
services to passengers and tourists for a certain fee, and vary in their additional services.
Satisfaction of guests staying in hotel businesses; It is an important factor for the protection of the
capital invested by the business owners and to increase their profitability. The performance
management process applied by the hotel human resources management and the efficiency of the
hotel employees affect the satisfaction levels of the guests staying in the hotel establishments. The
aim of this study is; To determine how the performance management system applied in hotel
enterprises affect the productivity of the employees and the consequences of the process on
customer satisfaction. The phenomenology design, one of the qualitative research designs, was used
in the study. Focus group interviews were held with eight hotel staff working in various hotels in
Çanakkale and Kars provinces in order to obtain data in the research, and content analysis method
was used in the analysis of the data obtained. As a result of the analysis, it was determined that
rewarding the employees participating in the meeting during the performance process implemented
by the human resources management at the hotel they work in increased their job motivation and
reflected the happiness level of the rewarded personnel to the customers and increased customer
satisfaction.