The subject of productivity is of increasing concern to hospitality operators as the industry matures. Despite difficulties in measuring the productivity of service employees in an industry that has consistently undervalued the efforts of its people, the task is proceeding.
Traditional measures of productivity have not been inflation-proof and are being replaced with more appropriate methods. Contemporary trends include adding customer satisfaction, service, quality, and a systems approach to customary considerations of productivity.
Deficiencies in productivity that are uncovered must be corrected. In the hospitality industry, the key to improved productivity lies in improving the output of the employees, both quantitatively and qualitatively.
When productivity problems are identified, the solutions can be approached through a systems model: defining the output, identifying and verifying symptoms, identifying trends, critical areas, and critical principles within these areas, making comparisons between what is and what should be, suggesting solutions, and comparing the results with the original objectives.
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