The Perfect Scorecard

As in any company out there these days the hospitality industry is doing whatever it can to make sure that it is doing what it can to take care of the customer. That is the bottom line to any business to help that business do what it needs to do to become profitable, because that is what it boils down to, making money. Without making money there is no point in having the business, it ends up being a loss to everyone involved and can have horrible effects to all of those involved. A balanced scorecard is something that helps managers and executives see how they are measuring up to these expectations (Nyheim, 2005). I personally do not work in the hospitality industry yet, but am very familiar with the basic concept of what is being shown on these scorecards as the example shows in the book. The hospitality industry is not the only one that uses such an item, as I work in retail and we have something very similar that we look at each day to see where our numbers are. It shows thing such as numbers of rooms being booked and services being sold not to mention labor costs and other numbers that are vital to pay attention to, to see where the business stands number wise.

Looking at this scorecard you can see that many departments collect data and I am sure that not all of the departments are shown. Marketing, room reservations, and guest satisfactions are just a few shown clearly here. I would have to say though that all departments have some sort of reporting tool that relates to this, because when you get down to it all departments and their functionality matter when it comes to the running of a business. If housekeeping is not keeping up their end of the business then the other departments are going to suffer. For example if rooms are not cleaned and taken care of in a timely manner then they cannot be rented out to make more money. If room service runs poorly then guests are going to go elsewhere like eating establishments in the area rather than spend...