PERFORMANCE MANAGEMENT SYSTEM DESIGN OF DAGO HIGHLAND RESORT

• Main Author: PHOEBE RAYO LENGKOAN/29116429, MARILYN
• Format: Theses
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/28756
• Institution: Institut Teknologi Bandung

PERFORMANCE MANAGEMENT SYSTEM DESIGN OF DAGO HIGHLAND RESORT <br /> <br /> <br /> Marilyn Phoebe Rayo Lengkoan <br /> <br /> NIM: 29116429 <br /> <br /> School of Business and Management <br /> <br /> Institut Teknologi Bandung, Indonesia <br /> <br /> [e-mail] <br /> <br /> <br /> ABSTRACT <br /> <br /> <br /> Hospitality industry especially in Bandung city has been increasing because of the opportunity that arises from the development of Indonesia’s tourism. Dago Highland Resort is a three star resort hotel in Bandung. It is currently experiencing difficulties in gaining competitiveness with other hospitality industries. Dago Highland Resort has not designed a systematic Performance Management System (PMS) where most of the strategic planning is based on intuitive decision. In order to face the competition, this resort hotel should plan strategies that parallel with hotel’s current condition and resources, where the strategies can be implemented into actions that able to translate vision, mission and values of Dago Highland Resort. Therefore, researcher designs PMS which results in constructing Key Performance Indicators (KPIs) that can be used to measure the resort hotel’s performance and develop better strategy in the future. <br /> <br /> The research was conducted by interviewing general manager and manager of each department in Dago Highland Resort. The questions are about Dago Highland Resort’s business situation of working project, existing performance measurement, industry analysis and resource-based analysis. Business situation of working project is really depending on serving procedure of hotel guest to increase its satisfaction level and loyalty. Existing performance measurement is mostly based on intuitive decision where the current indicators are not well defined since it does not have PMS framework. Industry analysis shows that almost all of the forces contribute as high for hospitality industry so that Dago Highland Resort should take actions to face the threats. Resource-based analysis shows that from all of the resources, only reputational resources as resort hotel in Bandung since 2013 can be a sustainable competitive advantage for Dago Highland Resort. <br /> <br /> Based on PMS comparison study, the selected framework is Balanced Scorecard (BSC). The balanced scorecard consists of four perspectives, which are financial perspective, customer perspective, internal business process perspective and learning and growth perspective. The scorecard translates vision, mission and strategy of Dago Highland Resort into strategy map. Because there are no systematically formulated strategy, researcher conduct SWOT and TOWS analysis to construct the strategy. Based on the strategy researcher conduct strategy map with the four perspective followed by strategic objectives, Key Performance Indicators (KPIs), and strategic initiatives. The results are 13 proposed KPIs for corporate where these KPIs are cascaded into 46 cascading KPIs for department level and 46 cascading KPIs for staff level. Last, implementation plan is conducted to ensure that the performance management system design for Dago Highland Resort can be implemented successfully by hotel management. It is expected that after the implementation Dago Highland Resort can have better strategy, have well defined indicators to measure the performance, increase its performance and gain competitiveness with other hospitality industry. <br /> <br /> <br /> Keywords: Balanced Scorecard, Key Performance Indicators, Performance Management System, SWOT Analysis <br />