Purpose – The aim of this work is to explore performance measurement practices in the context of an independent hotel in Northern Cyprus.

Design/methodology/approach – The study was conducted in a 392-room five-star resort hotel over a nine-week period using multiple data collection methods comprising semi-structured interviews, documentation collection and observation. In the context of the case hotel, three decision-making groups – employees, managers, and regional executive – were involved in order that the performance measurement and the decision-making mechanism could be described.