Service And Loyalty Tracking System - Leadership - Financial Performance - Reflection Assessment answer

Service And Loyalty Tracking System - Leadership - Financial Performance 

Assessment Task:

Instructions
Record your critical observations, thoughts, and reflections on the experience of working with your host employer and in the hospitality industry in general. In addition to your Reflective Practice, Report 4 analyses the systems that enable management to make decisions and how they are measured. All organisations use various systems to measure their performance. For instance, Hilton Hotels regularly use a Service And Loyalty Tracking system (SALT), sending guests an email survey to find out the satisfaction of the person during their stay. Hilton only counts 9 or 10;s as passing scores, thus any survey returned with an 8 or below is considered failing or &quot  zero" in that area. Scores from these surveys are then used by the  leadership group to measure areas such as satisfaction, performance, and loyalty. All
departments have to react to these surveys on a regular basis.

Part 2) Focus of Report: identify the systems that enable management to make decisions and how they are measured:
 What kind of system has your hotel/restaurant? How is it used? Is it a useful tool? If they don’t use one what would you suggest? For example, how are the following measured in your organization: 

•  Customer Satisfaction
•  Staff Satisfaction
•  Financial performance
•  Environmental performance

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