Benchmarks in Hospitality and Tourism

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Benchmarks in Hospitality and Tourism

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  • 製本 Hardcover:ハードカバー版／ページ数 172 p.
  • 言語 ENG
  • 商品コード 9780789019141
  • DDC分類 338.4791

Full Description

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

Contents

Introduction
Benchmarking the Benchmarks
Articles
An Overview of Benchmarking Literature: Its Strengths and Weaknesses
Guest Satisfaction Barometer and Benchmarking: Experiences from Austria
A Heuristic Model for Benchmarking SME Hotel and Restaurant Business on the Internet
Development Opportunities for a Tourism Benchmarking Tool—The Case of the Tyrol
Benchmarking Best Practice in Hotel Front Office: The Western European Experience
Managing Quality in Hotel Excelsior
Serviced Accommodation, Environmental Performance and Benchmarks
Environmental Management Systems for Caribbean Hotels and Resorts: A Case Study of Five Properties in Jamaica
Index
Reference Notes Included