The overall aim of this study is to investigate the phenomenon of performance measurement in independently owned hotels in Ireland in order to understand the role of measurement in the
management of the largest component of the hotel sector. The primary objectives of this study are to
investigate the extent to which Irish hotel operators are utilising performance measurement techniques,
to establish the rationale for the use of selected performance measures in independent hotels and to
understand approaches to performance measurement in the management of independent hotels. A comprehensive investigation of existing performance management and measurement activity is
provided in this study. A mixed methods approach to the research was undertaken to gather data on the
phenomenon of performance measurement, allowing for a triangulation of data through multiple
A survey questionnaire was carried out within the hotels in Ireland followed by focus groups and indepth
interviews carried out in a number of small and medium-sized hotels in Ireland. A number of key'
performance measurement issues were investigated and include the rationale for performance
measurement, the benefits of performance measurement, those responsible for carrying out the
function, critical success factors impacting on the business and performance dimensions and measures
utilised by hotel operators in the study.
The findings of this research have implications for a number of stakeholders, however, the greatest
impact will be on the small and medium-sized hotel operator. The research shows there is a need for
these hotel operators to adopt a more structured formal approach to performance measurement. A
number of models of performance measurement for small, medium-size and large hotels are proposed.
These models will contribute to the management of performance in the hotel sector in Ireland, leading
to increased effectiveness which is especially important in the current economic climate that the hotel
and tourism sector is facing and will face into the future.
A Doctoral Thesis. Submitted in partial fulfilment of the requirements for the award of Doctor of Philosophy of Loughborough University.