Exploring How Empowerment Becomes Critical Success Factor in Hotel Operation

This study discusses how empowerment becomes critical success factor in hotel operation. This research employed qualitative, in-depth interviews with 27 hotel owners and managers, and the results indicated that in a service system where speed and efficiency are critical, empowerment is absolutely necessary. Therefore, hotel managers should allow employees to use their own judgment in solving problems and transfer responsibilities, provide opportunities for personal initiatives, and demonstrate trust in their employees. Furthermore, as employees learn about the connection between their decisions, actions, and customers’ values, this will increase employees’ confidence and customers’ loyalty, help them obtain ideas about improving service delivery, and help them gain ideas for new services.