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
43
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
[originaltext]Haveyoueverfoundyourselfinthissituation:Youhearaso
Nowcustomhasnotbeencommonlyregardedasasubjectofanygreatimportan
下列物品,不需要定期更换的是()。A.机油 B.机油滤清器 C.节温器
假定货币供给量和价格水平不变,货币需求为收入和利率的函数,则收入增加时(
下列行为哪些违背了商业道德和公平竞争原则()A.以任何形式贬低、诋毁其他金融机
幼儿园心理环境创设中最重要的因素是()A.教师的观念和行为 B.教师之间的人
常用的空间模型表达方法有()。A.实物模型与抽象模型两类 B.实体模型与
质量策划包括()。 A.质量管理体系策划B.产品实现策划 C.产品
根据《建设工程监理规范》,专业监理工程师的职责是()。A.进行工程计量 B.复
质量事故的处理过程不包括()A.事故调查及事故原因分析 B.事故处理 C.制
最新回复
(
0
)