Evaluating the Application of the Balanced Scorecard in Five-Star Hotels in Cairo

Document Type : Original Article

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Faculty of Tourism and Hotels, University of Sadat City

Abstract

Traditional performance systems have become unable to give an integrated picture of organizational performance, due to their inability to provide indicators and measures to assess internal and external performance. The study aims to evaluate the application of balanced score in five star hotels in Cairo. In addition, it aims to identify the balanced Scorecard as a modern approach to measuring and improving performance, showing the importance of applying a balanced Scorecard in hotels, as well as clarifying the four dimensions of the card. The study community consists of the directors of public and branch departments in five-star hotels in Cairo and they are (21) hotel. 400 questionnaires were distributed and 359 valid forms were obtained for statistical analysis. The study concluded that the financial indicators are not considered the main foundation in evaluating the hotel performance. It also found that the hotel seeks to achieve customer satisfaction. The study recommended that the senior management should ensure the fair distribution of work duties among employees, and unify the names of the balanced scorecard in hotels, as well as the need to educate workers to the importance of the impact of non-financial indicators in evaluating performance

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