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
87
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
"Home,sweethome"isaphrasethatexpressesanessentialattitudeintheUnitedStates.Whethertherealityoflifeinthefam
—Imusthaveeatensomethingwrong.Ifeellike______.—Itoldyounottoeatatarestaurant.You’dbetter______athome.
In1791,GeorgeWashingtonpickedthesiteofthenation’scapital—Washington,D.C.HealsochosethespotwherethePresident’sh
In1791,GeorgeWashingtonpickedthesiteofthenation’scapital—Washington,D.C.HealsochosethespotwherethePresident’sh
—Imusthaveeatensomethingwrong.Ifeellike__________.—Itoldyounottoeatatarestaurant.You’dbetter________athome.
Manypeopletodayareworriedaboutbirdflu.Theyareafraidthatitwillpassfrombirdstohumansandthatthousandsofpeopl
Whichcountriesarehavingtalksovergasprices?
______veryfamiliarwithinspectionreports,Irealizedthatsomepagesofthisoneweremissing.
Wehavebeentoldthatundernocircumstances______thetelephoneintheofficeforpersonalaffairs.
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
[*]
建设用地使用权未确定或权属纠纷未解决的,由实际使用人缴纳城镇土地使用税。()
目前,已经上市的关于中国概念的股指期货有美国芝加哥期权交易所的中国股指期货、香港以恒生中国企业指数为标的的期货合约、新加坡新华富时中国50指数期货和国内的沪深300指数期货。( )
在客户营销的诊断阶段之前,个人理财业务人员不需要做到()。
下列关于适中型营运资本筹资政策的说法中,正确的是()。
计算:
所谓“Brexit”,指的是西方时事政治中的哪件大事?()
第一季度甲公司的产值比乙公司的产值低20%.第二季度甲公司的产值比第季度增长了20%,乙公司的产值比第一季度增长了10%.第二季度甲、乙两公司的产值之比是().
Thefutureofpersonalsatellitetechnologyishere—arewereadyforit?A)Satellitesusedtobetheexclusiveplaythingsof
Nodocumentissafeanymore.Fakingoncethedomainofskilleddeceiversthatusedexpensiveengraving(雕刻)andprintingequipm
最新回复
(
0
)