Abstract
As the service sector continues to expand in today' s economy, the hospitality
industry also experiences rapid growth accompanied by a heightened demand for
superior customer service and a stronger need for process optimization. This
benchmarking report offers insights and guiding practices for hotel managers
who seek to improve or redesign internal operations with the goal of gaining
and retaining customers; building a stable, service-oriented workforce; and
optimizing overall hotel profitability.
The hospitality industry is of central importance to the overall Caribbean
economy and the competition for tourism dollars among the islands is growing
intensively. This report outlines best practices, productivity measures and
lessons learned for managing hotel operations successfully while taking into
account unique attributes of the Caribbean economy and culture.
Chapters in the report highlight best practices and metrics for operational
performance; customer service excellence; personnel development; and marketing
excellence.
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