부산지역 특급호텔 호텔 프론트오피스 통합서비스시스템이호텔의 재무적 성과에 미치는 영향 (The Influences of Integrated Hotel Front OfficeService System to Improve Hotel Financial Achievements)

서지정보

· 발행기관 : 한국관광연구학회
· 수록지 정보 : 관광연구저널 / 19권 / 2호 / 231 ~ 241페이지
· 저자명 : 박대환, 이준혁, 조보경, 정연국

초록

This study is examine the concept, composition and business performance of Integrated Hotel Front Office Service System that become an interesting and rising trend to many hotels nationwide. This study further examines that through the Integrated Hotel Front Office Service System, hotels can deliver financial achievements which can contribute in building a better customer satisfaction management and an effective hotel service management system. As pivots of P and W hotels in Busan that Integrated Hotel Front Office Service System are being currently operated, this study analyzes that the cognition level of hotel employees, who are the internal customers, toward the integrated service system and their market-oriented mind, correlation of hotel's financial achievements and shaping an effective hotel service management. The research methods used in attaining the objective of this study were combined of personal interviews of current hotel employees in front offices of P and W hotels, M hotel that is in process of their integrated service system, and G hotel that had experienced in the Integrated Hotel Front Office Service System and questionnaire survey. The findings and implications upon the results of this research are as follows: First, it was found that the cognition on Integrated Hotel Front Office Service System of internal customers influences the their market-oriented mind significantly, especially as the variables like customer service improvement, and business performance efficiency appears to be affected by employees, it is required to focus on the improvement of customer service of employees to establish a better market-oriented mind. Second, market-oriented mind influences the hotel's financial achievements remarkably, especially through mutual cooperation, recognition and encouraging atmosphere created by hotel employees can result high in financial performances of a hotel. Implications of this study are: First, to achieve labor cost reduction effect by performing multi-tasks of an each employee. Second, to settle a discriminated service system to advance competitors. At present, only a few hotels in the country are implementing Integrated Hotel Front Office Service System, however, more hotels are interested in the system, and already in process of adopting or under reviewing one. It is perceived that Integrated Hotel Front Office Service System will help in management achievement.

영어초록

This study is examine the concept, composition and business performance of Integrated Hotel Front Office Service System that become an interesting and rising trend to many hotels nationwide. This study further examines that through the Integrated Hotel Front Office Service System, hotels can deliver financial achievements which can contribute in building a better customer satisfaction management and an effective hotel service management system. As pivots of P and W hotels in Busan that Integrated Hotel Front Office Service System are being currently operated, this study analyzes that the cognition level of hotel employees, who are the internal customers, toward the integrated service system and their market-oriented mind, correlation of hotel's financial achievements and shaping an effective hotel service management. The research methods used in attaining the objective of this study were combined of personal interviews of current hotel employees in front offices of P and W hotels, M hotel that is in process of their integrated service system, and G hotel that had experienced in the Integrated Hotel Front Office Service System and questionnaire survey. The findings and implications upon the results of this research are as follows: First, it was found that the cognition on Integrated Hotel Front Office Service System of internal customers influences the their market-oriented mind significantly, especially as the variables like customer service improvement, and business performance efficiency appears to be affected by employees, it is required to focus on the improvement of customer service of employees to establish a better market-oriented mind. Second, market-oriented mind influences the hotel's financial achievements remarkably, especially through mutual cooperation, recognition and encouraging atmosphere created by hotel employees can result high in financial performances of a hotel. Implications of this study are: First, to achieve labor cost reduction effect by performing multi-tasks of an each employee. Second, to settle a discriminated service system to advance competitors. At present, only a few hotels in the country are implementing Integrated Hotel Front Office Service System, however, more hotels are interested in the system, and already in process of adopting or under reviewing one. It is perceived that Integrated Hotel Front Office Service System will help in management achievement.

참고자료

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