Alfred quintano


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Alfred QUINTANO 

Institution University of Portsmouth 

City,country Portsmouth United Kingdom 

E-mail alfred.quintano@um.edu.mt 

 

Nationality Malta 



Age [Optional] 58 

 



 

Short description 

 

Full time lecturer in Travel & Tourism at the University of Malta following a career in the airline, hospitality and 



destination management industries. Currently reading for a PhD at Portsmouth Business School at the University of 

Portsmouth researching on Performance Evaluation in the Superior Hotel Industry: the Balanced Scorecard and 

Beyond. Other areas of research interest include the airline industry and Nation/Destination Branding. 

 

Education 

 



 



Diploma – Bachelor of Arts (Honours) in Economics – University of Malta 

 



Diploma – Masters in Business Administration – Maastricht Business School 

 

Professional Experience 

 



 



General Manager – Charter Division – Air Malta 

 



General Manager – Hotels Division – Air Malta 

 



Executive Assistant to the Chairman – Air Malta 

 



Executive Assistant to the Chairman – Corinthia Hotels 

 



Deputy Chairman – National Tourism Organisation Malta 

 

Publications 

 



 



Journal of the Malta Hotels Association « Increasing Hotel Revenue Turnover : The case of non room 

revenue » 

 

Proceedings of the 10th ECRM Madrid 2010 « Demand Generators in the Superior Hotel Industry » (co-



authored). 

 

 



Languages 

 



 Maltese 

 English 



 Italian 

 Norwegian 



 

 

 



 

 

 



 

 

 



 

 

 



 

 

 



PhD Abstract 

 

PERFORMANCE  EVALUATION IN THE SUPERIOR HOSPITALITY INDUSTRY: 



THE BALANCED SCORECARD AND BEYOND 

A systematic performance measurement and management system (PMMS) needs to be in place for the 

successful achievement of Strategy across the board in the hospitality industry. Research will focus in 

particular on the highly competitive superior-hotel category. A good number of ‘independent’ and ‘chain’ 

hotels have opted for a Balanced Scorecard (BSC) approach or its adaptation. In the basic BSC model, 

a number of Objectives (or Key Result Areas) are grouped into four (4) major Dimensions, i.e., the 

Customer Dimension, the Employee Dimension, the Internal Process Dimension, and the Financial 

Dimension. All four Dimensions are perceived to be equally important or Balanced. Within each 

Dimension, a limited number of Objectives (KRAs) are also deemed to be equally important or 

‘Balanced’.  

One questions the reality of the situation. The thesis will argue that in reality and at any point in time, 

some KRAs are more important than others, hence the need for ‘prioritisation’ by means of a merger of 

BSC tenets and Analytic Hierarchy Process (AHP) principles. Moreover, the need arises to question 

whether the Objectives (KRAs) identified by management (supply side) in reality reflect what the hotel 

guests (i.e. the consumer – demand side) consider to be critical to their actual and post-consumption 

satisfaction. 



 


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