首页
外语
计算机
考研
公务员
职业资格
财经
工程
司法
医学
专升本
自考
实用职业技能
登录
外语
The most crucial way, however, of improving the labour cost structure at SAH ( Sydney Airport Hotel) was to find better, more pr
The most crucial way, however, of improving the labour cost structure at SAH ( Sydney Airport Hotel) was to find better, more pr
admin
2009-12-11
67
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】
选项
答案
30 days
解析
文章倒数第二段提到the Take Charge team has 30 days in which to address the is- sue and come up with recommendations主管部门在30天内将会发布信息并提出建议。
转载请注明原文地址:https://kaotiyun.com/show/4UAK777K
本试题收录于:
B类竞赛(英语专业本科专科)题库大学生英语竞赛(NECCS)分类
0
B类竞赛(英语专业本科专科)
大学生英语竞赛(NECCS)
相关试题推荐
"Home,sweethome"isaphrasethatexpressesanessentialattitudeintheUnitedStates.Whethertherealityoflifeinthefam
Whendifficultpeopleexpressthemselvesorally,theygenerallywantatleasttwothings:they’vebeenheardandthey’vebeen
AWorldWithoutTimeorNumberThePirahaareanisolatedAmazoniantribeofhunter-gathererswholivedeepintheBrazilian
AskpeopletolisttheUnitedStatespresidents.MostpeoplewillremembertonameAbrahamLincolnandJohnF.Kennedy.Thesubject
Whatisaproblemthatcreativewritingstudentshave,accordingtoLinda?
63.Theinvestigationoftheaccidentlastedforalmosttwoyears.Sand:aschildrenweplayonitandasadultswerelaxon
Asurveywascarriedoutonthedeathrateofnew-bornbabiesinthatregion,______weresurprising.
TheUSspaceagency’s(NASA)MarsroversarecelebratingaremarkablefiveyearsontheRedPlanet.Thefistrover,namedSpi
Alice’sAdventuresinWonderland(oftenshortenedtoAliceinWonderland)isgenerallythoughtofasoneofthegreatestbooksf
对企业而言,员工年龄多样化的重要性要远远超过性别或种族的多样化。企业需要记忆,这明显涉及其分工。【T1】年轻人可以负责短期记忆,因为年老者记不住近期的事情;(takechargeof)老年人则可以负责长期记忆,因为年轻人尚未获得这种记忆。不过,如果我们
随机试题
在组织文化的维系过程中,起着特别重要作用的要素是甄选过程、高层管理人员和()
孙某,因足部感染,需用青霉素治疗,在做皮试时,突然发生过敏性休克,其原因可能是
财务报表应当以()为截止日。
地陪在参观点担任翻译时,如果主人的表达中有不妥之处,地陪在翻译前应()。
下列有关现代汉语字形的说法,错误的是()。
第二次世界大战时,美英空军对德国展开大轰炸,自身也损失惨重。专家们发现,所有返回的飞机腹部都遍布弹痕,但机翼却完好无损。他们由此推断:机腹非常容易受到炮火攻击,应该改进机腹的防护。后来证实,这些专家推断时受到“幸存者偏差”的影响,冈为实际情况是:被击中机翼
下列关于球形红细胞的叙述,正确的是
进行分斋教学,主张以兵、农、钱、谷、水、火、工、虞为教育内容的启蒙思想家是()
Thequestionofwhetherwarisinevitableisonewhichhasconcernedmanyoftheworld’sgreatwriters.Beforeconsideringthis
HazelaskshowonecanstayhealthyworkingthehoursI’vebeenworking.Here’sonethingthathelps:don’tdoitforever!Mywo
最新回复
(
0
)