Table of Contents
EXECUTIVE OVERVIEW
- Project Background
- Study Methodology and Benchmark Class
- Report Structure and Organization
- Key Findings and Insights
- Path Forward
INTRODUCTION
- The Mission
- The Challenge
- Current State of Performance Management
- Figure I.1-Key Hotel Performance Metrics
- The Approach for this Study
OPERATIONAL PERFORMANCE
- Overview
- Figure 1.1-Average Daily Room Rate
- Occupancy Rates and Revenue
- Figure 1.2-Seasonal Occupancy Rates
- Figure 1.3-Seasonal Discount and Occupancy
- Figure 1.4-Seasonal Change in RevPar
- Figure 1.5-Decreases in RevPar and Room Rate
- Balancing Employee Productivity and Service Excellence
- Figure 1.6-High Season Staff Productivity
- Figure 1.7-Low Season Staff Productivity
- Figure 1.8-Internal Review Process
ACHIEVING CUSTOMER SERVICE EXCELLENCE
- Overview
- Figure 2.1-Customer Satisfaction Scores
- Establishing Standards for Customer Experience
- Figure 2.2-Basic Empowerment Process
- Figure 2.3-Quality Measurement Tools
- Figure 2.4-Logging Customer Data
- Monitoring Customer Satisfaction
- Figure 2.5-Customer Satisfaction Metrics
- Complaint Resolution
- Figure 2.6-Excellence in Complaint Resolution
PERSONNEL DEVELOPMENT
- Overview
- Creating Staff Capabilities
- Figure 3.1-External Turnover Rates
- Figure 3.2-Hiring Criteria
- Figure 3.3-Management Training
- Structure and Design of Training Programs
- Figure 3.4-The Importance of Training for Staff Morale & Motivation
- Figure 3.5-Finding an Optimal Training Mix
- Figure 3.6-Analysis of Comment Cards Identifies Areas for Training
- Managing Employee Performance
- Figure 3.7-Employee absent Rates High Season
- Driving Staff Morale with Problem-Solving, Coaching, Incentives and
Compensation
- Figure 3.8-Measuring Employee Satisfaction
- Figure 3.9-Promotion as a Key Motivator
- Figure 3.10-Using the Right Cash Incentive
- Figure 3.11-Qualifiers for Incentives and Rewards
- Figure 3.12-Wage Rate - Overall Stats
MARKETING
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