Operational Risk Management in Hotel Establishments: A Study on Four and Five Star Hotels in Ankara

The purpose of this study is to determine the applications of hotel establishments in the scope of operational risk. In this context, a survey was applied to the managers of four and five star hotel establishments in Ankara/Turkey. According to the factor analysis done after the literature search and questionnaire, four risks types (staff, technological, organizational and legal risks) have been found in the scope of operational risk, and their applications towards these risk types in hotel establishments have been assessed. In the process of analyzing the data, frequency and percentage distribution, arithmetic mean, standard deviation, factor analysis and t test were used. The analysis applied on the study shows that hotel establishments which are in the scope of the study are aware of the operational risk management. Moreover, the applications among the implementations of four and five star hotels in terms of risk types in hotel establishments were compared according to hotel types and in the legal risks dimension, which is an operational risk type, differences were found statistically significant.