Balanced Scorecard as Information Basis of Lean Managers in Hospitality Sector

Abstract

Providing high-quality services at lower prices than competitors is one of business goals in the hospitality sector. In that sense, in order to preserve and improve their competitive position on the global market, hospitality managers must first harmonize their operations with the lean business concept, and then adopt modern performance measurement systems. This is because customers constantly question the quality of the service received and the way in which it is provided. The purpose of the paper is to point out the possibility of applying a modern performance measurement system, such as Balanced Scorecard, for the needs of hospitality managers in order to improve the services provided.