The effects of customer satisfaction survey results on the employee performance in hotel companies

In this study, the effects on the employee performance of customer satisfaction surveys in hotel enterprises are investigated. For this purpose, a total of thirty-seven participants have been interviewed at eight hotels operating in İzmir, Manisa, and Kuşadası. Participants including managers of various departments such as human resources, housekeeping, front desk, service, kitchen have been interviewed about the application of customer satisfaction surveys in the hotels, performance evaluation systems, employee motivation, reward/punishment systems applied to the enterprise and their effects on performance. In the study, the in-depth interview technique is used, which is possible to go deeper into the subject with open-ended questions as well as drilling questions. The desire to obtain certain conclusions by making sense of the participants' observations, experiences, feelings, and opinions has been influential in the choice of this technique. According to the results of the research, it is seen that the results of the customer satisfaction survey are important for the hotel enterprises. It has been determined that mostly rewards system is preferred to reflect the survey results to the employees. It is seen that the negative comments about the employees are taken into consideration in the customer satisfaction survey, but the punishment method is rarely applied. As the punishment system; verbal warning, disciplinary executions, working in undesired areas in the hotel, removal from the workplace (in the case of a fight with the guests), and finally, dismissing an employee who made the same mistake are applied. In order to award employees, it has been determined that tangible awards such as wage increases, gold for the person selected as the employee of the month; intangible awards such as appreciation in front of colleagues and promotion are used. In addition, although there are some opposing views, it is generally said that the reflection of customer satisfaction surveys on employees has a positive effect on employees' motivations. The increase in motivation also increases the performance. At the end of the research, it is concluded that the customer satisfaction surveys in the hotel enterprises have positive effects on employee performance. Keywords: Customer Satisfaction Survey, Employee Performance, Motivation, Reward / Punishment Systems