首页
登录
职称英语
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
2024-08-13
34
管理
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 bench-marking 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.
In addition, a program modelled on an earlier project called "Take Charge" was implemented. Essentially, Take Charge provides an effective feedback loop from both customers and employees. Customer comments, both positive and negative, are recorded by staff. These are collated regularly to identify opportunities for improvement. Just as importantly, employees are requested to note down their own suggestions for improvement. (AHI has set an expectation that employees will submit at least three suggestions for every one they receive from a customer.) Employee feedback is reviewed daily and suggestions are implemented within 48 hours, if possible, or a valid reason is given for non-implementation. If suggestions require analysis or data collection, the Take Charge team has 30 days in which to address the issue and come up with recommendations.
Although quantitative evidence of AHI’s initiatives at SAH are limited at present, anecdotal evidence clearly suggests that these practices are working. Indeed AHI is progressively rolling out these initiatives in other hotels in Australia, whilst numerous overseas visitors have come to see how the program works.
Summary:
What They Did at SAH
Teams of employees were selected from different hotel departments to participate in a bench-marking exercise. The information collected was used to compare a range of【76】which, in turn, led to the development of【77】that would be used to increase the hotel’s capacity to improve【78】as well as quality. Also, an older program known as【79】was introduced at SAH. In this program, feedback is sought from customers an, staff. If possible, their suggestions are implemented within 48 hours. Some of these suggestions may be investigated for their feasibility for a period of up to【80】 [br]
选项
答案
(performance)measures
解析
文章第一段最后一句原话。result in导致,意思相当于“lead to”。
转载请注明原文地址:http://tihaiku.com/zcyy/3717936.html
相关试题推荐
Themostcrucialway,however,ofimprovingthelabourcoststructureatSAH
Whatarethedualstructuresoflanguage?A、Soundsandletters.B、Soundsandmean
Howeverweakyourmemorymaybe,youcan______byattendingcloselytowhatyou
[originaltext]Britain’sLabourgovernmentishavingadifficultweek.Theg
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
______,healwaystrieshisbesttocompleteitontime.A、Howeverthetaskisha
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
随机试题
InmostAmericancities,therentforaone-bedroomapartmentwas$250ormo
[originaltext]Predictingthejobsorskillsthatwillbeindemandyearsfromn
Musiccomesinmanyforms:mostcountrieshaveastyleoftheirown.【C1】___
Untilwhatagedoyouthinkpeopleshouldbeencouragedtoremaininpaidemp
二十三岁初产妇,妊娠39周,规律宫缩3小时,枕右前位,胎心136次/分,骨盆外测
关于人防工程耐火等级的正确规定是:()A.全部人防工程应为一级 B.全部人
农民在劳动过程中因吸入某些粉尘可骤然引起急性发作,此时多有发热、寒战、胸闷、气促
下列关于盾构法施工说法错误的是()。A.机械化施工程度高,进度快 B.准备困难
A.活血调经,利水消肿B.活血通经,祛瘀止痛,利胆退黄C.活血行气,祛风止痛D.
判断脊柱骨折脱位是否并发脊髓损伤,下列哪项检查最重要A.X线摄片 B.CT
最新回复
(
0
)