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
26
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
productivity
解析
文章第一段最后一句原话。
转载请注明原文地址:https://kaotiyun.com/show/pUAK777K
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
Inmanybusinesses,computershavelargelyreplacedpaperwork,becausetheyarefast,flexible,anddonotmakemistakes.Asone
InthemiddleofBeijing,isthemagnificentForbiddenCity.AlthoughnowamuseumandofficiallyrenamedthePalaceMuseum,the
63.Theinvestigationoftheaccidentlastedforalmosttwoyears.Sand:aschildrenweplayonitandasadultswerelaxon
Manypeopletodayareworriedaboutbirdflu.Theyareafraidthatitwillpassfrombirdstohumansandthatthousandsofpeopl
TeadrinkingwascommoninChinafornearlyonethousandyearsbeforeanyoneinEuropehadeverheardabouttea.【74】,mainlybec
TeadrinkingwascommoninChinafornearlyonethousandyearsbeforeanyoneinEuropehadeverheardabouttea.【74】,mainlybec
ThingstoKnowabouttheU.K.FromBuckinghamPalacetoOxford,theU.K.isloadedwithwonderfulicons(标志)ofpasteras.【B
Alice’sAdventuresinWonderland(oftenshortenedtoAliceinWonderland)isgenerallythoughtofasoneofthegreatestbooksf
我们怎么高低估计现代科学的价值也不过分。(cannot...too)
随机试题
排上颌中切牙时用作参照的主要标志是属主承托区的是
男性,60岁,长期吸烟史,3个月来间断上腹不适,与进食关系不密切,现转为胀痛,血CAl9-9262U/ml如果此病进一步发展很可能出现
房颤患者常发生的中风是
暂时性面瘫常发生于
王某创作歌曲《唱来唱去》,张某经王某许可后演唱该歌曲,并由花园公司合法制作成录音制品后发行。下列哪些未经权利人许可的行为属于侵权行为?()
在预警活动中,()的主要任务是在诸多致灾因素中找出危险性最高、危害程度最严重的主要因素,并对其成因进行分析,对发展过程及可能的发展趋势进行准确定量的描述。
证券公司不可以在全国银行间债券市场上参加记账式国债的招标发行及竞争性定价过程,只能在证券交易所债券市场上参加。()
我国法律规定,限制人身自由的行政处罚权只能由______行使。
文档“北京政府统计工作年报.docx”是一篇从互联网上获取的文字资料,请打开该文档并按下列要求进行排版及保存操作:除封面页和目录页外,在正文页上添加页眉,内容为文档标题“北京市政府信息公开工作年度报告”和页码,要求正文页码从第1页开始,其中奇数页眉居右
TheWorldHealth【B1】______saysavianinfluenzacouldbecomeaworldwidethreatunlessgovernmentsactnowtostopit.Officials
最新回复
(
0
)