STAFF PRODUCTIVITY IN HOTEL INDUSTRY IN TOURISM DESTINATION MAKARSKA

Abstract

The tourism market has been facing a labor crisis. This raises the question of the hotel operations and business processes as well as its business organization. The dynamic tourism environment faces the challenges of staff turnover and in the same time labour and their motivation to work. Work productivity is one of the basic indicators of a hotel’s successful operation. The hotel guest is in contact with the employees during the service. Employees are the bearers of the tourist product in the provision of services for which the primary accommodation facilities are. The aim of the paper is to examine the staff productivity in the hotels of the city of Makarska. The analysis of labor productivity shows the development of the hotel where guidelines can be provided for the operation and improvement of business processes in order to achieve competitiveness. Methodology used in the paper is descriptive statistical analysis, as the data obtained comes from secondary data that is necessary for the calculation of indicators for the purposes of this paper. The paper presents the productivity coefficient of a four-star hotel in the city of Makarska. The work represents a significant contribution in the application sense for the hotel industry, so that the management makes the right decisions about the organization of work and number of staff because employees build a reputation in the competitive tourist market. During the pandemic Covid19, labor productivity was lower. The labor productivity coefficient shows that it has recovered after the pandemic Covid19, but has not yet reached its maximum.