首页
登录
职称英语
Within Australia, Australian Hotels Inc. (AHI) operates nine hotels and emplo
Within Australia, Australian Hotels Inc. (AHI) operates nine hotels and emplo
游客
2023-12-20
14
管理
问题
Within Australia, Australian Hotels Inc. (AHI) operates nine hotels and employs over 2,000 permanent full-time staff, 300 permanent part-time employees and 100 casual staff. One of its latest ventures, the Sydney Airport Hotel (SAH), opened in March 1995. The hotel is the closest to Sydney Airport and is designed to provide the best available ac commodation, food and beverage and meeting facilities in Sydney’s southern suburbs. Similar to many international hotel chains, however, AHI has experienced difficulties in Australia in providing long-term profits for hotel owners, as a result of the country’s high labour-cost structure. In order to develop an economically viable hotel organization model, AHI decided to implement some new policies and practices at SAH.
The first of the initiatives was an organisational structure with only three levels of management -- compared to the traditional seven. Partly as a result of this change, there are 25 percent fewer management positions, enabling a significant saving. This change also has other implications. Communication, both up and down the organisation, has greatly improved. Decision-making has been forced down in many cases to front-line employees. As a result, guest requests are usually me without reference to a supervisor, improving both customer and employee satisfaction.
The hotel recognized that it would need a different approach to selecting employees who would fit in with its new policies. In its advertisements, the hotel stated a preference for people with some "service" experience in order to minimize traditional work practices being introduced into the hotel. Over 7,000 applicants filled in application forms for the 120 jobs initially offered at SAH. The balance of the positions at the hotel (30 management and 40 shift leader positions) were pre dominantly filled by transfers from other AHI properties.
A series of tests and interviews were conducted with potential employees, which eventually left 280 applicants competing the 120 advertised positions. After the final interview, potential recruits were divided into three categories. Category A was for applicants exhibiting strong leadership qualities, Category C was for applicants perceived to be followers, and Category B was for applicants with both leader and follower qualities. Department heads and shift leaders then composed prospective teams using a combination of people from al] three categories, Once suitable teams were formed, offers of employment were made team members.
Another major initiative by SAH was to adopt a totally multi-skilled workforce. Although there may be some limitations with highly technical jobs such as cooking or maintenance, wherever possible, employees at SAH are able to work in a wide variety of positions. A multi-skilled workforce provides far greater management flexibility during peak and quiet times to transfer employees to needed positions. For example, when office staff are away on holidays during quiet periods of the year, employees in either food or beverage or housekeeping departments can temporarily fill in.
The most crucial way, however, of improving the labour cost structure at SAH 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 benchmarking process was to compare a range of service delivery processes across a range of criteria using made up of employees from different departments within the hotel which interacted with each other. This process re suited 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 club member reservations were in complete. 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 modeled on an earlier project called "Take Charge" was implemented. Essentially, Take Charge provides an effective feedback loop from both customers and employees. Customer comments, hot 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 suggestion 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 re quire 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. [br] The hotel number of jobs advertised at the SAH was ______.
选项
A、70
B、120
C、170
D、280
答案
B
解析
该题问:SAH广告的工作数量为多少?在本文的第三段可以找到线索:Over 7,000 applicants filled in application forms for the 120 jobs initially offered at SAH.因此可知B项为正确选项。
转载请注明原文地址:https://tihaiku.com/zcyy/3289742.html
相关试题推荐
Mostearthquakesoccurwithintheupper15milesoftheearth’ssurface.But
Mostearthquakesoccurwithintheupper15milesoftheearth’ssurface.But
Mostearthquakesoccurwithintheupper15milesoftheearth’ssurface.But
[originaltext]Australiaisalmostacontinentbyitself.Thevastnessofth
Thekoala,oneofAustralia’smosttreasuredcreatures,isintrouble?InQu
Thekoala,oneofAustralia’smosttreasuredcreatures,isintrouble?InQu
Thekoala,oneofAustralia’smosttreasuredcreatures,isintrouble?InQu
[originaltext]SentenceNo.1Australiahasmillionsofsheep.Theysaytherear
Passage2[originaltext]I’dliketointroducebrieflyAustralia’sSydneyOpe
[originaltext]W:SothefirstlegisSydney,Australia’soldestcity?M:Oh,it
随机试题
[img]2012q2/ct_etoefm_etoeflistz_0588_20124[/img][br]Whichofthefollowingdo
《工伤保险条例》的规定,职工(),其近亲属可以从工伤保险基金领取一次性工亡
天然砂和机制砂、石屑,在进行坍落筒法试验时在掌握坍塌的尺度上应该有所不同,以下描
根据《测绘成果管理条例》,外国公司与中方公司共同组建合资公司,合资公司经批准在我
关于健康教育诊断的概念正确的是A.确定或推测与人群健康问题有关的行为和行为影响因
儿童思维发展的总趋势是什么
国家机器的形成,是警察产生的( )A.政治条件 B.社会条件 C.文化条件
全国2007年认定登记的技术合同共计220868项,同比增长7%;总成交金额2
(2021年7月真题)根据《证券期货经营机构私要资产营理业务管理力法》。以下关于
垄断组织建立的实质是为了()A.促进市场竞争 B.形成统一市场 C.稳
最新回复
(
0
)