The implementation approach outlined in Figure 2, which is supported by
interviewed hospitality managers tend to provide hospitality organizations with a road
map toward providing the organizational context needed to support a systematic,
organizational approach to performance measurement. Hospitality organizations are
unique operational systems were people serve people. Thus, the effective performance
of this unique operational system has strong consequences and implications to the
organizations, the people who work for it, and its customers. The SOE approach
advocated in this article contributes to better measurement, tracking, andimprovement of operational performance in hospitality organizations. In today
marketplace, the customer is the ultimate judge of effective organizational
performance. Hospitality organizations must be aware of their performance and how
it is perceived by their customers.