PERFORMANCE EVALUATION &COMPETITIVE BENCHMARKING Research Paper - 1

PERFORMANCE EVALUATION &COMPETITIVE BENCHMARKING - Research Paper Example Revinate as a secondary data that holds information from third parties with most social media reviews including trip advisor, yelp, expedia and others. The data was collected through the consideration of Palomar hotel and the categorization of information in different fields such as the rooms, the bathroom, bed and others. Determination of the positive, neutral and the negative results provide a specific result as desired. The horizontal axis indicates the side that the customer’s performance levels get weighed on while the vertical axis represents the customers that showed satisfaction, dissatisfaction and neutrality in the service performances. Through the same, the competition for the business class is stiff between the two hotels and so the maintenance of the customers and the levels of improvement will determine how the retention aspect plays in keeping each participant in the market. The level of performance in service terms of Palomar Hotel is poor. The staff weighed in low on their service delivery and the customers were much satisfied by the cleanliness of the rooms and the bathrooms. The staff that the hotel has employed remains unsatisfying to the customers. The areas of strengths that the Palomar hotel has are in their room cleanliness and their bathrooms. The areas that need improvement include the areas of staff majorly. In the hotel business, the staff matter much and if their efforts and work does not much the expectations of the customers then the business gets affected. It is therefore wise for the hotel to consider reviewing their staff to ensure that the required quality of staff work in the hotel. The staff proves vital due to the fact that the better skilled the staff the more customer satisfaction achieved that could lead to more business and hence improved performance of the business. The level of staff has a huge impact on the customers in the business class. The consideration of