Winter destinations hotels performance measurement practice-evidence from CEE

Abstract

This study offers insight into the performance measurement practice of winter destination hotels in Bosnia. The research was conducted through face-to-face interviews with hotel owners, managing directors and managers. In the metrics measurement structure, financial metrics dominate, but hotels use non-financial metrics to a significant extent as well. The results point to the existence of differences in performance measurement of hotels of different income and sales growth. Moreover, the research highlights that managers mostly assess the usefulness of both organizational and operational metrics as above average. Unlike performance measurement, the managers' attitudes differ only with hotels of different sales growth.