Linking Operational Performance to Guest Satisfaction in Hotel Management

Abstract

This research investigates how managerial practices within the hotel sector influence service performance, operational effectiveness, and guest perceptions in a competitive hospitality environment. Employing a qualitative research design, the study draws on semi-structured interviews conducted with hotel executives, operational staff, and guests across three mid-scale hotels in Erbil, Iraq. The analysis identifies several interrelated dimensions shaping hotel success, including responsiveness to guest needs, leadership flexibility, the strategic use of digital technologies, workforce development, and heightened standards of hygiene and safety in the post-pandemic context. The findings suggest that hotels achieving higher levels of guest satisfaction and loyalty are those that emphasize service personalization, invest in employee capability and well-being, and leverage technology to streamline operations. Moreover, environmentally responsible practices and ethical management were found to play an increasingly important role in shaping customer preferences and brand credibility. By integrating perspectives from multiple stakeholder groups, this study enriches the hospitality management literature and provides actionable guidance for hotel leaders seeking to improve service quality, strengthen organizational resilience, and sustain competitive advantage in evolving market conditions.