The Application of Balanced Scorecard as a Performance Assessment Tool at Four Points by Sheraton Bali, Kuta in 2021

Darmanita, Ni Putu Putri and Astawa, I Putu Mertha and Sukasih, Ni Ketut (2022) The Application of Balanced Scorecard as a Performance Assessment Tool at Four Points by Sheraton Bali, Kuta in 2021. Repositori Politeknik Negeri Bali.

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Abstract

The outbreak of Coronavirus Disease 2019 (Covid-19), which has been declared as a global pandemic since 2020, has caused a decrease in the number of tourist visits, both local and foreign. In addition, the increasing number of hospitality businesses that are growing, espe-cially in Bali, requires hotel management to be able to provide their services to compete with other hotels and survive in the current pandemic situation. To find out how a hotel perform, there is required evaluation in the form of performance measurement. This study aims to assess the performance of the Four Points by Sheraton Bali, Kuta in 2021, where in that year Four Points by Sheraton Bali, Kuta did not use any evaluation due to the pandemic caused by the spread of the Covid-19 virus. This study analyzes primary data obtained from questionnaires distributed to customers and the results of interviews with hotel employees. While secondary data is obtained from the analysis of customer reviews on accommodation sales sites and analysis of the company's financial statements. Data analysis used descriptive qualitative data analysis techniques and quantitative data analysis techniques. Financial performance shows poor results, customer performance shows good results, internal process performance shows good results, and business growth and learning perfor-mance shows quite good results. Overall, the Four Points by Sheraton Bali Hotel, Kuta in 2021 can be said to be good.

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