Table of Contents
1. Executive Overview and Introduction
- Project Background
- Study Methodology and Benchmark Class
- Report Structure and Organization
- Key Findings and Insights
- Path Forward
- Introduction
2. Operational Performance
- Overview
- Occupancy Rates and Revenue
- Balancing Employee Productivity and Service Excellence
3. Achieving Customer Service Excellence
- Overview
- Establishing Standards for Customer Service Experience
- Monitoring Customer Satisfaction
- Complaint Resolution
4. Personnel Development
- Overview
- Creating Staff Capabilities
- Structure and Design of Training Programs
- Managing Employee Performance
- Driving Staff Morale with Problem-Solving, Coaching, Incentives and
Compensation
5. Marketing
- Best Practices in Marketing Manegement
List of Charts & Exhibits
The following is a list of data charts as they appear in the report:
- Analysis of Comment Cards (Identifies Areas for Training)
- Average Daily Room Rate
- Customer Satisfaction Metrics
- Customer Satisfaction Scores
- Decreases in RevPar and Room Rate
- Effectiveness of Non-Cash Incentives
- Employee Absent Rates (High Season)
- Employee Wage Rate - Overall Stats
- Excellence in Complaint Resolution
- External Employee Turnover Rates
- Finding an Optimal Training Mix
- High Season Staff Productivity
- Hiring Criteria
- Internal Review Process for Service Levels
- Key Hotel Performance Metrics
- Logging Customer Data: Memory Systems
- Low Season Staff Productivity
- Management Training
- Measuring Employee Satisfaction
- Qualifiers for Incentives and Rewards
- Quality Measurement Tools
- Seasonal Change in RevPar
- Seasonal Discount and Occupancy
- Seasonal Occupancy Rates
- The Importance of Training for Staff Morale and Motivation
- Three Steps of Service (Ritz Carlton' s Empowerment Process)
- Using the Right Cash Incentive
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