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
55
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
service delivery processes
解析
文章第一段第三句原话。
转载请注明原文地址:https://kaotiyun.com/show/OUAK777K
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
Now,children,it’stimeyou______.
WhydocouplesinRussiaoftencontinuetolivetogetherafteradivorce?Becausethereisa______.
In1791,GeorgeWashingtonpickedthesiteofthenation’scapital—Washington,D.C.HealsochosethespotwherethePresident’sh
JaneAustenwasanEnglishnovelist__________workfocusedonthequestionsofcourtship,marriage,moralsandinheritance.Sense
"Opinion"isawordthatisoftenusedcarelesslytoday.Itisusedtorefertomattersoftaste,belief,andjudgment.Thiscas
Theconceptoftelevision,______imagesoverdistances,hadintriguedscientistsevenbeforetheinventionofmovingpicturesor
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
ThingstoKnowabouttheU.K.FromBuckinghamPalacetoOxford,theU.K.isloadedwithwonderfulicons(标志)ofpasteras.【B
正如植物没有阳光不能生长一样,人没有食物不能生存。(nomore..,than)
随机试题
所有癫痫病人尽可能做出病因诊断,若是首次发作的患者须排除下列哪些疾病引起的症状发作
女,47岁。胆囊结石15年,首选的治疗方法是()
确保设备配套投产正常运转的重要环节是在设备安装经检验合格后进行()。
背景资料:某机电设备安装公司经邀请招标投标,获得某10000t/d水泥熟料生产线的机电设备安装工程的总承包资格,并与业主签订了施工合同。合同规定工程范围、工期、质量标准、安全环境要求。其中质量标准和要求按部颁标准执行,主要材料如钢材、电缆、管道
在中国的统计实践中,生产法计算的GDP分为若干项,包括以下的()。
反映论是指坚持认识的本质是人脑对客观世界反映的认识论原则,亦即思想是反映存在的理论。根据上述定义,下列不属于反映论的是()。
按长度不同的各时期的资料计算平均发展速度时应采用()。
某电厂计划10月份发电240万千瓦时,结果上半月完成全月计划的62.5%,下半月发电量跟上半月同样多,10月份发电量超过计划()万千瓦时。
小张、小李和小王三人以擂台形式打乒乓球,每局2人对打,输的人下一局轮空。半天下来,小张共打了6局,小王共打了9局,而小李轮空了4局。那么,小李一共打了多少局?
SincethemoviewasreleasedseventeenUFOshavebeensightedinthestate,whichismorethanhadbeensightedinthepastten
最新回复
(
0
)