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  3. 　　The most crucial way, however, of improving the labour cost structure at SAH （

　　The most crucial way, however, of improving the labour cost structure at SAH （

游客2023-10-16  36
问题 　　The most crucial way, however, of improving the labour cost structure at SAH （Sydney Airport Hotel）was to find better, more productive ways of providing customer service.SAH management concluded this would first require a process of "benchmarking"? The prime objective of the benchmarking process was to compare a range of service delivery processes across a range of criteria using teams made up of employees from different departments within the hotel which interacted with each other.This process resulted in performance measures that greatly enhanced SAH’ s ability to improve productivity and quality.The front office team discovered through this project that a high proportion of AHI （Australian Hotels Inc）Club member reservations were incomplete.As a result, the service provided to these guests was below the standard promised to them as part of their membership agreement.Reducing the number of incomplete reservations greatly improved guest perceptions of service.
　　The information collected was used to compare a range of service delivery __________ which, in turn, led to the development of measures that would be used to increase the hotel’ s capacity to improve productivity as well as quality.
选项
答案 processes
解析 由空缺前的“compare a range of service”可定位到该段第三句The prime objective of the benchmarking process was to compare a range of service delivery processes across…即基准测试过程的主要目标是利用酒店内不同部门的员工组成的团队，对一系列标准中的一系列服务提供流程进行比较,这些团队之间还可以相互交流。由此可知,本空应填processes。
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