mudassar shoukat
TRANSCRIPT
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“Due to the trees you can not see the forest anymore.”
“Due to the trees you can not see the forest anymore.”
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Duin en KruidbergGeneral Manager Viki Boviatsis
Daphne Wijnsma
Room Divisions Kelly VersteegLiu ShizhengMuddasar Shoukat
Food & Beverages Marjolein PostmaLaura BarteldsGerben Hoving
Human Resources Özgur DemirSven Freitag
Sales & Marketing Stephan TrubrichCamiel de Groot
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Introduction• Benchmark introduction
• Rooms Division Department
• Food and Beverage Department
• Human Resources Department
• Sales and Marketing Department
• Balanced Scorecard
• Conclusion
• Questions
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Benchmark
• Duin en Kruidberg Country Estate
• Palace Hotel Noordwijk aan Zee
• Steigenberger Kurhaus Hotel
• Chateau St. Gerlach
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Rooms Division
• Results of Benchmark Study
• Recommendations• Room type; disabled• Health & Spa
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Food and Beverage
• Results of Benchmark Study
• Recommendations• Seafood Delight• Sunday Brunch• Banqueting change (F&B)
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Human Resources
• Results of Benchmark Study
• Recommendations• Employee of the month• Salary
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Sales and Marketing
• Results of Benchmark Study
• Recommendations
• Facelift & Update webpage• Friends Club• Magazine
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Balanced Scorecard
Internal
ROOMS Develop Spa and Health facilities or
cooperation with another company Create rooms for disabled peopleF&B Afternoon Tea Sea food Delight Sunday brunch Special drinks (cocktails)HRM Motivated employees Right attitude employeesS&M Conference and Meeting packages Friends Club Improving webpage Company Magazine
ROOMS Increasing assets F&B Increasing amount of
visitorsHRM Performance appraisalS&M Measuring amount of read
magazines Amount of webpage visits Amount of packages sold
Learning/Innovation
ROOMS Employee training up /cross selling (other
dep & customer service)
F&B Employee training up /cross selling (other
dep & customer service)
HRM Reward system / Employee of the month
S&M Employee training / selling strategies &
techniques
ROOMS Results employee testingF&B Increasing beverage salesHRM Guests commentsS&M Effectiveness measuring
Theme: Operating Efficiency Objectives Measures Targets
InitiativesGoals Measures
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Theme: Operating Efficiency Objectives Measures Targets
InitiativesGoals Measures
Financial
ROOMS, F&B, HRM, S&MProfitabilityCustomer loyalty Increase Market ShareLong term investments
ROOMS, F&B, HRM, S&MHorizontal AnalysisVertical AnalysisRatio AnalysisBenchmark study
Customer
ROOMSMore facilities More customers F&BMore (exclusive) choiceHRMProfessional serviceHigh speed serviceS&MAccess to company information through magazine/websiteHigh customer contact (service shop)Friends Club Card
ROOMSCustomer satisfaction Quality ManagementF&BCustomer satisfactionTipsCompliments HRMQuestionnaires about the serviceEmployee grading systemsS&MCustomer loyalty program Maintain image Amount of Friend Club Cards
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Conclusion
• Results
• Relation Balanced Scorecard
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Are there any questions?
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Thank you very much for your attention !