Evaluation of methods of measuring the quality of hotel services in five-star hotels

Abstract

This study aims at evaluating the degree of effectiveness of the methods usedto measure the quality of services in five star hotels in Egypt. It also aims at developing a cluster of integrated questions that measure the quality of services and links its results with financial performance results in these hotels. The reviewed literature revealed that hospitality properties use a lot of methodsthat measure the quality of services without ccorrelating the outputs of these methods to the financial performance results. This might affect the credibility and validity of the quality of services outputs and the financial performance results. ‏Primary data were collected using a structured interview conducted with managers of food and beverage departments and rooms divisions departments in a selected sample of five star hotels in Cairo. The sample represented eight five star hotels. The analysis of the managers’ answers indicated that most of five star hotels rely on a set of financial indictors for measuring their financial performance; they also depend on a cluster of methods for measuring the quality of services (in food and beverage department and rooms division). In spite of the efficiency of the used instruments for measuring performance, they can not be considered effective in linking and correlating the quality of services results with the financial ones. This is due to the fact that such a process in most hotels depends on subjective measures. Based on the result of the field study, a cluster of integrated questions was suggested to link the results of quality of services to the financial results for five stars hotels, in order to have best benefits from the both results.