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
37
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
“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://kaotiyun.com/show/ZUAK777K
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
WhyisdivorceinAustralianoweasy?Becauseallonehastodoischangeone’s______.
Manypeoplecomplainthattheirmemoryisbad,particularlyastheygetolder.Phonenumbers,names,factswestudiedonlyafew
In1791,GeorgeWashingtonpickedthesiteofthenation’scapital—Washington,D.C.HealsochosethespotwherethePresident’sh
In1791,GeorgeWashingtonpickedthesiteofthenation’scapital—Washington,D.C.HealsochosethespotwherethePresident’sh
Manypeopletodayareworriedaboutbirdflu.Theyareafraidthatitwillpassfrombirdstohumansandthatthousandsofpeopl
TheUSspaceagency’s(NASA)MarsroversarecelebratingaremarkablefiveyearsontheRedPlanet.Thefistrover,namedSpi
FinancialmattersFeesSpecialfeesarepayablebyoverseasstudents.Fortheacademicyear1999/2000,full-timefeesa
联合国向国际社会呼吁增加资金,以援助急需食物、饮水和药品的地震灾民。(appealto)
Alice’sAdventuresinWonderland(oftenshortenedtoAliceinWonderland)isgenerallythoughtofasoneofthegreatestbooksf
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
患者呕吐鲜血或紫暗色血块,夹杂食物残渣,有哪些可能
农民田某于2004年去外国打工时在途中遇海难失踪,从此杳无音讯。2009年其妻胡某向当地人民法院申请宣告田某死亡,人民法院经审理判决宣告田某死亡。由于年幼的女儿田燕一直身体不好,家中又没有足够的经济能力给田燕治疗,2010年胡某将田燕送给膝下无子的邻村姚某
工地从某厂购买了钢筋,工人A和B用这些钢筋进行绑扎及砼浇筑作业,通过质量检查,结果如下表所示:
下列各项属于基金管理公司的投资管理部门的是()。
甲公司系增值税一般纳税人,适用增值税税率为17%。主要从事家用电器的生产和销售,产品销售价格为公允价格。2013年度,甲公司有关销售业务及其会计处理如下。(1)2013年6月30日,甲公司与乙公司签订销售合同,以800万元价格向乙公司销售一批A产
上市公司信息披露义务人及其董事、监事、高管等违反信息披露管理规定的,中国证监会可以采取以下监管措施()。
日本近代教育与其他国家耜比,有明显的()
张先生:人们普遍把北京近年频繁出现的雾霾天气归咎于这个城市机动车数量的剧增,这种看法其实缺乏说服力。2012年北京的机动车拥有量为500万辆,而同期日本东京的机动车拥有量是600万辆,但东京并没有频繁出现雾霾天气。李女士:我不同意你的看法。你忽视了:
阅读材料回答问题秦穆公见伯乐年事已高,请伯乐推荐继任者,伯乐说九方皋可堪此任。九方皋奉穆公之命外出找马,三月后复命说,马已找到。穆公问:何马也?九方皋答道:是一匹黄色的公马。穆公派人去取马,取马人回报说是一匹黑色的母马。穆公不悦,责备伯乐道:你推
设f(x,y,z)=exyz2,其中z=z(x,y)是由x+y+z+xyz=0确定的隐函数,则f’(0,1,-1)=________.
最新回复
(
0
)