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How much money is your business wasting? How good is the service
you deliver? This pioneering book will familiarize you with
benchmarking techniques that can be used to gauge and improve the
performance of hospitality and tourism businesses anywhere With
compelling case studies drawn from hotel management, environmental
systems, and destination practices, it examines important aspects
of benchmarking, including satisfaction barometers, indicator
development, and finding/networking with benchmarking partners.
After an overview of benchmarking concepts and processes, this
essential book explores: benchmarking's strengths and weaknesses
ways to apply benchmarking to tourist facilities and destinations
the role of customer satisfaction and loyalty in benchmarking--and
a way to efficiently measure it a procedure for identifying
benchmarking partners the Tyrolean Tourism Barometer--its value,
its usefulness, and ways to improve it the changing functions of
hotel front office operations and procedures and benchmarks that
can help empower front office employees benchmarks in quality
management benchmarks in accreditation for hospitality and tourism
businesses a case study of environmental management systems for
Caribbean resorts and hotels--how they have saved money on water,
electricity, diesel fuel, and liquefied petroleum gas while
improving environmental performance
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