Critical Success Factors in Hotel Companies: A Managerial Perspective

Literature shows several studies which identify CSFs in hotel companies, examining their role in
developing competitive advantage or in supporting the development of the business. Based on prior
literature, this study identifies Critical Success Factors (CSFs) which are the most suitable for supporting
hotel managers in strategic, management and operational decisions. The managerial approach followed in
this research allows to propose three sets of CSFs,each pertaining to one of the three hierarchical levels
of the Anthony’s pyramid, andopens the way to further research on the correlation between CSFs and
performance management systems.