Measuring Employee Performance using KPIs
Measuring employee performance can be a challenge for many
organisations. Currently we are mentoring some of our large corporate clients
to implement the right measures. This article is the first in a series regar
The International Hotel Group
We are the preferred destination of choice offering professional, personalised,
flexible hospitality and service to the discerning business and leisure market.
The International Hotel Group. Recogni
Work, Health and Safety (WHS) Policy
ABC College is committed to the health and safety of all people who work,
study, volunteer or visit the Colleges venues, or have the potential to be
affected by the Colleges activities.
The Work, Health
mile and use positive eye contact in every guest
henever possible, call guests by their name.
irst impressions are lasting impressions.
nticipate the guests needs.
ou spot it, you o
Develop a set of KPIs for the hotel customer service staff
KPIs, performance reviews and appraisals help employees know how they
have been doing and what further development or training they need to do to
improve. Reviews should be available to all staff.
Roles and Responsibilities
Board of Governance: members have the responsibility to:
Acquire and keep an up-to-date general knowledge of WHS issues and
of the Colleges WHS Management System and issues
Gain an understanding of the nature of the Colleges ope
DEVELOPMENT OF THE QUALITY CUSTOMER SERVICE ACTION PLAN
Once your business has a strong vision statement for delivering quality
service, you will then need an overall strategy to guide your business and staff
towards this vision.
Your strategy should expl
Managing records and Data
OUR CUSTOMER INFORMATION SYSTEM AND RESERVATION SYSTEM
We store certain customer information and reservation details in our
Customer Information System and Reservation System. Both systems are
secure customer databases stored on
Guidelines for Handling guest complaints
Front office management and staff should keep the following resolution
guidelines in mind when handling guest complaints.
When expressing a complaint, the guest may be quite angry. Front office staff