Date of Award

12-17-2004

Degree Type

Thesis

Degree Name

M.S.

Degree Program

Hospitality & Tourism Management

Department

School of Hotel, Restaurant and Tourism Management

Major Professor

Davidson, Michael

Second Advisor

Fenich, George

Third Advisor

Chacko, Harsha

Abstract

Employee satisfaction and performance are a major determinant of the corporate culture of a property. Discussion of whether or not this statement is true within the kitchens of The Ritz Carlton Hotel in New Orleans is the basis for this study. By using the corporate mandated tools (the annual employee satisfaction survey and the employee performance appraisals) the determination of this question was confirmed. However, there were some great concerns about the validity of the two tools. The tools showed a definite relationship between the employee satisfaction survey and the performance appraisal, as well as a negative employee perception of the communication from managers on certain topics.

Rights

The University of New Orleans and its agents retain the non-exclusive license to archive and make accessible this dissertation or thesis in whole or in part in all forms of media, now or hereafter known. The author retains all other ownership rights to the copyright of the thesis or dissertation.

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