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
29
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
productivity
解析
文章第一段最后一句原话。
转载请注明原文地址:https://tihaiku.com/zcyy/3103321.html
相关试题推荐
Themostcrucialway,however,ofimprovingthelabourcoststructureatSAH
Themostcrucialway,however,ofimprovingthelabourcoststructureatSAH
但是,事实胜于雄辩,水落自然石出。(However)However,factsspeaklouderthaneloquenceandthetr
Howeverweakyourmemorymaybe,youcan______byattendingcloselytowhatyou
Someholidayscanbemore______thanwork,soitiscrucialtoplanthekindof
[originaltext]Britain’sLabourgovernmentishavingadifficultweek.Theg
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
随机试题
Salesclerk:Goodmorning,madam.CanIhelpyou?Customer:Goodmorning.【D8】______
IntheruinsofthePalmBeachHotelyougetapowerfulsensethatanerais
WhyisPaulaunhappy?[br][originaltext]M:Hello.W:Hello,Sam.ThisisPaula
InEurope,therehasbeenaseriousdeclineinphysicalactivityoverthepa
大型临时设施总面积超过(),应备有消防专用的消防桶、消防锹、消防钩、盛水桶(池
根据《建设工程安全生产管理条例》,在施工合同中,属于建设单位安全责任的有()。
属于特殊培养基的是A.SS琼脂B.营养肉汤C.伊红亚甲蓝琼脂D.巧克力琼脂平板E
运用头脑风暴训练法训练学生的思维所应遵循的原则有哪些?
钢材的化学成分中,可显著降低钢材的可焊性,增加钢的冷脆性和时效敏感性,降低抗大气
关于系统性红斑狼疮的叙述,不正确的是( )。A.青年女性多见 B.属于自身免
最新回复
(
0
)