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
12
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
“Take Charge”
解析
文章第三段第一句提到modeled on an earlier project与摘要中的an older program相对应,因而可知该空应该填“Take Charge”。
转载请注明原文地址:https://tihaiku.com/zcyy/3103322.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
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
Wecandowithoutluxuriesandentertainment.However,food,shelter,andclothi
随机试题
WhydidMourinholeaveChelseaclub?[originaltext]AChelseafootballcluboffic
Eleven-year-oldAngelawasstrickenwithadebilitating(衰弱的)diseaseinvol
Whydoweinvestsomuchhopeinnewtechnologyandwhyarewesodisappoint
D
“忧者见之则忧,喜者见之则喜”这是受一个人的________影响所致:A.激情
根据《外商投资准入特别管理措施(负面清单)》(2019年版)的规定,不考虑其他因
下列有关封闭式和开放式基金的区别,正确的是( )。 ①存续期间不同 ②基金
某高层建筑,地上16层,层高4m,一至六层为商场营业厅,七层及以上为住宅,商场
访花的使者中,蝴蝶可就没有蜜蜂那种“老黄牛”精神了。看它飞东飞西,吃花粉却不生
A.川贝止咳露 B.养阴清肺膏 C.通宣理肺丸 D.苏子降气丸 E.降气
最新回复
(
0
)