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VISION To be recognisable by service and product, quality standard, and to be consistent in

V Mission To exceed guest expectations, to enspire and motivate employees. T

i
Core Goal Guest satisfaction

Financial Perspective Increased Revenue

m
a Customer Perspective PRICE Quality

l
High standard of
Competative décor/furn
High standard of dinig

E
experience
Staff
Iconic Image of a

x
Boutique Hotel

Internal Perspective Operation Mgmt Processes Cust Mgmnt Processes

e Customer Friendly P&P Customer engagement


Robust feedback

c
Ops activity processes defined procedure

Team work culture Hospitable environment

u
ti Learning & Development Human Capital

v Skills Training manpower planning

e
H
o
t
e
t
e
l
rd, and to be consistent in promotion of excellence and future development
nd motivate employees. To achieve excellent financial results

Guest satisfaction Objectives

Leader in the Segment Expand Nationally Recognised by service and product


Achive excellent financial return
Repeat customer base though high
geust experience
Future expansion
Service Partnership

Branding - Package deals with


Airport Transfer major entertainment industry Exclusive personalised experience

Free WiFi Iconic Image of a Boutique Hotel High Quality


Butler service Iconic Brand

Innovation Processes Regulatory and social processes


Staff reward for Innovative Compliance with local laws and
ideas regultions Sales and Marketing
Engagement with local community
Be open to change - meet local needs Procurement

Preferred Status benefits


Customer friendly P&P

Empowerment
repeat business

ital Organizational Culture

Recruitment Team working ethics


Robust Leadership across
EQ, Communications disciplines
Temperament Service Attitudes
Can do culture
Passion for service
Resourcefullness
Human Capital
Measures

Trip advisor rating


realistic margin

yoy increase in revenue

Satisfaction survey

Audits
Awards

targeted audience

branded produce

trained staff

Discount Standards
guest loyalty
Lag Lead
EOS Training Activities 3 Mandays per person
Behavioral Interviews All HODS Certified Interviews
R&R 5 awards per month

Checklists Training 2 Mandays


Engagement Activities 2 Activities per month
R&R 5 awards per month
Competency Checklist BARS - Level 4 - within 1 year
Job Readiness
current Level Training, Coaching OJT & Dept. Induction
Next Level Mentoring 5 master mentors
Education Programs 2 people per Dpt. Per year
Shadowing 2 people per Dpt. Per year
Target Initiatives

Preferred Hotel for executives


20-35%

Budget Achievement - + 10% YOY Joint venture promotions

9.5 OSAT

95% achievement Particiaption in 5 awards,


Hotal standards award Internal Audits per month

On Page one on GDS branding excercse

As per Brand - 95% - checklisted participation in EXPOS

90% on EOS of participants


100% adherence in audits Cross Functional Teams
Decision making online
Usage Reports - 5% of revenue modules
NPS 75%

90% on Yes I Will

Weekly briefing sheets

100% OF 1 YR+EMP. On BARS Level 4

Develop internal BARS


Checklist & Team

100% job readiness in 6 months Checklists on Job


120% HC for sup. Positions

Assessment Centres

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