HOTEL SECTION MANAGEMENT BY USING BALANCED SCORECARD (Zarzadzanie dzialem obslugi klienta poprzez wykorzystanie Strategicznej Karty Wynikow na przykladzie hotelu)

The paper presents some problems in using Balanced Scorecard (BSC) in a hotel section. Fundamental element, which marks out BSC conception, is consolidation around vision and strategy appointed by the hotel management. Well compiled strategy should join all the targets and indexes, which compose four perspectives in BSC. Hotel section is the main gaining centre in the hotel, because the service quality is the main target of management strategy. BSC is a tool, which should not only measure effectiveness, but also implement changes, as soon as possible, so that the effects and expected results will be quick achieved. Most of the companies, which have used this conception, have treated it as a basic management system that joins strategy and operational activity. Therefore it is necessary to improve, modernize and create new sub perspectives in compiled BSC.