Intern marknadsföring inom hotellbranschen
en fallstudie av två hotell
The purpose of this thesis was to illustrate the use of internal marketing in the hotel industry. It was decided to conduct a case study on two hotels in the same region, Quality Hotell Statt and Pite Havsbad. The case study is based on personal interviews with the managers of each hotel, who have the ultimate responsibility of the internal marketing work. The research questions were based on why the hotel industry work with internal marketing and how the hotel industry work with internal marketing. The study showed that the hotel industry work with internal marketing on daily basis to get low employee turnover rates, increased employee job satisfaction and high quality services. The study also showed that the hotel industry is working with internal marketing by recruiting and educating employees, establishing a good communication in the company, improving the work environment and by using reward systems to encourage the employees.