FN ISI Export Format VR 1.0 PT J TI Periodic employee survey in the Hotel Giardino to guarantee work satisfaction and define goals for superiors AF Schläppi, Fabienne AU Schläppi, F AB The service industry lives by interaction between customers and employees and therefore employees are the most valuable resource of a hotel. Consequently, it is essential to ensure that employees are satisfied with their job. Especially in the Hotel Giardino, since their corporate philosophy is based on the assumption that employee satisfaction has a direct influence on customer satisfaction. In order to measure and increase work satisfaction this company implemented an employee survey whereas its findings are transfered into goals that have to be achieved by superiors. Since experiences with this tool have not always been positive an assessment was considered. This thesis presents improvements for the job satisfaction instrument currently applied. The suggestions are based on a detailed evaluation about the strengths and weaknesses of the survey process. ER