Intern marknadsföring inom hotellbranschen

Sammanfattning

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.