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
2023-10-16
38
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:https://tihaiku.com/zcyy/3103320.html
相关试题推荐
______healwaystrieshisbesttocompleteitontime.A、Howeverthetaskishar
Facedwithincreasingshortagesoflabour,especiallypersonnelwithspecial
Facedwithincreasingshortagesoflabour,especiallypersonnelwithspecial
Facedwithincreasingshortagesoflabour,especiallypersonnelwithspecial
Dr.Andersonisawarethatwestillhave______longwaytogoinimprovinghuman
Notalllearningteams,however,areequallyeffective.Sometimesgroupworkf
Themostcrucialway,however,ofimprovingthelabourcoststructureatSAH(
Themostcrucialway,however,ofimprovingthelabourcoststructureatSAH
Themostcrucialway,however,ofimprovingthelabourcoststructureatSAH
Themostcrucialway,however,ofimprovingthelabourcoststructureatSAH
随机试题
Thefutureoftheprojectisupintheair.Theunderlinedpartmeans______.A、un
ExerciseIsGoodforYourBodyandYour
Duringthe1980s,unemploymentandunderemploymentinsomecountrieswasashigh
[originaltext]M:Hello.I’dliketoopenabankaccount.W:(19)Whattypeofacc
端头基底金属厚度为3mm或4mm,其厚度的允许偏差为()。A.板厚的负公差
巴金《爱情三部曲》指的是()。A.《新生》《萌芽》《灭亡》 B.《雾》《
水肿骤起有表证者,除了应用利水渗湿药外还应配伍A.祛风除湿药B.温补脾肾药C.凉
一切重大物件的起重、搬运工作应由有经验的专人负责,作业前应向参加工作的全体人员进
根据《军队离休退休干部服务管理办法》某军休所拟为军休干部提供的下列服务中,符合规
A.X线片脊椎呈"竹节"样 B.X线片骨膜反应呈三角形 C.X线片见骨端膨胀
最新回复
(
0
)