Key performance indicators for measuring performance of facilities management services in hotel buildings: a study from Sri Lanka

Abstract

People travel across the world for leisure, business, and relaxation purposes and seek short term or longterm accommodation facilities. With the increase in globalisation and rapid development in technology, the hospitality industry is changing quite momentously in order to respond to the changing needs and expectations of the travellers. Similarly, hotels as one of the main pillars of the hospitality industry, have an important role in a country’s economic development. Subsequently, Facilities Management (FM) has become a demanding profession in developing and developed economies, which maximise profits while reducing operation and maintenance costs. In this context, Facilities Managers support the functionality of non-core activities of the hotel sector in line with the core objectives. However, there is an inadequate performance in building services and maintenance of hotel buildings, which lead to loss of productivity, a reduction in profitability, a loss of clients and a general negative company image. To this end, the Performance Measurement (PM) is an essential requirement in hotel sector to increase the performance of FM services. Therefore, this paper synthesises the FM performance based on Key Performance Indicators (KPIs) that indicates how well the organisation is performing in accordance with their strategic objectives and goals. Further, the paper discusses the requirement of PM for FM services in hotel sector. Ultimately, a set of KPIs have been identified based on the available literature in order to measure the performance of FM services in hotel buildings.