Neutrosophic Multicriteria Method for the evaluation of the profitability of hotel companies on Santa Cruz Island

Abstract

The objective of this research is to develop a Neutrosophic Multicriteria Method for the evaluation of the profitability of hotel companies on Santa Cruz Island, focusing the study on the Crossman Hotel. Through the implementation of this method, a constant growth in the hotel's income and profitability was evidenced, highlighting a notable increase in the profit margin and profitability per occupied room. The key strategies that contributed to this success include marketing diversification, adaptation to different market segments and the implementation of technological and environmental improvements. The surveys carried out on guests and staff revealed a high degree of satisfaction and a positive work environment, indicating a strong commitment of the staff and a solid organizational culture. The study highlights the importance of human resource management as a pillar of the hotel's success. Creating a positive work environment not only boosts productivity, but also favors talent retention, critical aspects to maintain a competitive advantage in the hotel industry. Combining financial profitability with employee well-being is identified as key to the sustained success of the Crossman Hotel in a competitive environment such as that of Santa Cruz Island. The research not only proposes a new method to evaluate profitability, but also highlights the interrelation between customer satisfaction and organizational culture as essential elements for the growth and sustainability of the hotel business.