Penerapan Balance Scorecard Untuk Menilai Kinerja Pada Hotel Country Heritage Surabaya. (Implementation of Balanced Scorecard to Assess Performance at Country Heritage Hotel Surabaya).

Daro, Maria Suyanti (2020) Penerapan Balance Scorecard Untuk Menilai Kinerja Pada Hotel Country Heritage Surabaya. (Implementation of Balanced Scorecard to Assess Performance at Country Heritage Hotel Surabaya). Undergraduate thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

Country Heritage Hotel Surabaya which is located at Jalan Nginden Intan Utara No. 7 Surabaya is a three-star hotel that offers lodging services with a variety of adequate facilities. With the increasingly tight competition in the hospitality business, Hotel Country Heritage Surabaya must continue to survive and increase its competitive advantage. The method used to analyze the performance of Hotel Country Heritage Surabaya is a Balanced Scorecard method and the research design used in this research is qualitative research design. Based on the results of the study, the researcher found that based on measurements using the Balanced Scorecard, the financial perspective in 2018 - 2019, namely from the economic ratio, shows that the percentage is 32.82% to 37.21% with a change of 2.5% which means an increase. The efficiency ratio from 32.82% to 37.21% with a change of 2.5% means an increase. The effectiveness ratio for two consecutive years has not changed, which means that the finances have not increased or decreased. From a customer perspective, in 2018 Customer Retention at Country Heritage Hotel Surabaya showed a percentage of 0.03%, and in 2019 it showed a percentage of 0.03%. From the perspective of internal business processes, Hotel Country Heritage Surabaya is not yet in innovation performance, so it does not reflect its performance. So it is hoped that for the next year there will be such innovation performance. Employee Retention in 2018 shows a percentage of 0% and in 2019 shows a percentage of 0%. Meanwhile, Employe Training in 2018 showed a percentage of 0.08% and in 2019 it showed a percentage of 0.08%. From the results of this research can be used as the basis for decision making for the hotel management in terms of how to manage its finances, maintain good relations with customers in providing services, in terms of creating new innovations, and maintaining good relations between employees and the skills of employees, so that it will have an impact on the Hotel in the future.

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