Eureka! Institutional Repository

In a customer oriented industry like the the hospitality industry, it is vital that human resources are propelry managed and skilled so as to preserve the customer’s experience and maintain the hotel’s operation and profitability. The purpose of this paper is to measure performance indicators of Hotels in Epirus region in NW Greece. Data was collected randomnly from a number of category A and B Hotels (n=31) using a telephone and internet survey. Most of the hotels did not have a recorded voice message. The majority of the staff excibited excellent response – communication manners and an overall satisfactory level of communication skills. All hotels had an internet site and advertisements but most of them had a very low response rate to email requests for online reservation. Staff’s level of English Language comminication skills over the phone was quite satisfactory in all of the hotels of our survey. A lower level of foreign language skills was exhibited regarding French and German. The results indicated that hotels should improve their Human Resources Management (HRM) policies and strategy in order to improve their services to potential customers inquiring for a booking. This improvement could be mediated with HRM policies such as resourcing, training and development with positive outcomes in employee skills and employee behaviour.