The hotel establishments looking to improve their overall performance from a short and long-term perspective

Abstract

For decades, the performance of hotel establishments has been a subject of interest for researchers and a necessity for all players involved in an environment marked by strong competition, a turbulent environment and the opening up of economies. There are many studies on the concept of performance, but they have raised as many questions as answers, particularly on the question of its definition, which has never been shared among researchers. The assertions of some contradict those of others, making performance a polysemous notion that is complex to understand.

In the hotel industry, the value proposition offered by hotel establishments through their contact personnel influences overall performance by reconciling the short and long term.

The fundamental objective developed in this work is twofold : to propose a narrative literature review, based on some sixty articles, the aim of which is to offer a synthesis with a view to highlighting the various approaches to performance, and to design a model for measuring the influence of the value proposition on the overall performance of hotel establishments in Morocco, based on a field study within four hotels.

Our results identified nine different approaches : financial performance, commercial performance, production performance, human performance, social performance, strategic performance, competitive performance and organizational performance.