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1、Proceedingof InternationalConferenceonTourismDevelopment,February 2013 PerformanceManagementOFAServiceUnitInHotel:TheoreticalReviewAla`aNimerMousaAbukhalifeh*AhmadPuadMatSomSchoolofHousing,BuildingandPlanning,Universiti SainsMalaysiaMALAYSIAThispaperai
2、mstoreviewtheexistingliteratureonperformancemanagementinthe foodandbeveragedepartmentof hotels,its processes,and itseffective management systemframework.Thispaperdiscussesfoodandbeveragesystemsandexplainsasystemmodelframeworkofperformancemanagementinthi
3、sareaanditsapplicationtothehotelindustry.Theconceptualpapersuggestsanapplicationof thesystemmodelinF&Bandencourageshotelstoimproveitsmanagementtobetter servetheirguests.Keywords:Hotels,Performancemanagement,Foodandbeverage,Serviceunit..IntroductionInrec
4、entyears,scholarsandpractitionershavededicatedmoreattentiontomanagingperformance.Manyempiricalstudieshaverevealedthattheconceptofperformancemanagementisprofoundlyrelatedtothesurvivalandthesuccessofanorganization(Razalli,2008;Richardetal.,2009).Onthisbas
5、is,formerresearcherssuchasHarrisandMongiello(2011)havestudiedtheperformancesystemsofhotelsandhavefoundoutthemainreasonbehindhotelmanagementperformanceimprovement.AccordingtoLanghorn(2004)andSpears(1995),theperformancemanagementsystemcanbeimplementedinth
6、emanagingprocessoffoodandbeveragedepartmentsasitaidsmanagementofdecisionmaking.Managersareassistedinsolvingrelatedissuesforimprovingtheoverallperformanceoftheservices.Effectingboththeinternalandexternaloperationalenvironmentscaneasetheoverallmanagingpro
7、cess.Researchershaverepeatedlymentionedtheimportanceoffoodsystemsformanagers(Brodner,1960;Kirk,1962).Alargepartofthismanagementisinthefoodservicedepartmentinordertoincreasetheresponsiveness,quality,profitability,andthevalueofemployeesintheF&Bdepartment.
8、Thistendstoattractmorecustomersactingaskeypullingfactorstofulfillguestsatisfactionandloyalty.Thepurposeofthestudyistoidentifytheorganizationalperformancemanagementsystemsinthefoodandbeveragedepartmentsand,inturn,improveitsperform
