#TITLE_ALTERNATIVE#

• Main Author: adzanny (NIM 190 04 022) , Avanty
• Format: Final Project
• Language: Indonesia
• Online Access: https://digilib.itb.ac.id/gdl/view/5812
• Institution: Institut Teknologi Bandung

Abstract: <br /> <br /> <br /> <br /> <br /> The increasing number of tourist that visits Bandung makes the competition among the hotel increase significantly. The competition became tighter because there are many new hotels and service apartments in Bandung with their own uniqueness. This condition forces the hotel management to give a better performance for the customer in order to survive in the long term. One of them is Grand Preanger Hotel. <br /> <br /> <br /> <br /> Preanger hotel is one of Bandungs five stars hotel and a landmark for Bandung because of its history. But until now, Preanger hotel has no strategic performance measurement system to support the improvement process. Therefore, through reviewing of such condition and using the Performance Prism framework that has been studied intensively, the proposed research is willing to develop a performance measurement framework for Preanger hotel. <br /> <br /> <br /> <br /> This research defines Key Performance Indicators (KPI) for customer satisfaction and contribution, operations processes, operations strategies and people capabilities, in order to develop performance measurement framework. These KPI are determined from Preanger internal assessment, interview with the BOD, and their guest comments to make this performance measurement framework fit properly with the company condition. <br /> <br /> <br /> <br /> The results for this research will be the performance measurement tool in Prism framework and its KPI to measure their performance level in order to serve the customer better. This research also purpose several recommendations for the Preanger that are gathered from their guest comments form. The recommendations will be the need of fix the parking problems, and modernizations in interior and guest room condition. <br />