Introduction to Hotel Revenue Management

SSAYARI

service-standards-worksheet.docx

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SHA604: Building Guest Loyalty

The Hotel School, Cornell SC Johnson College of Business

Performance Standards Worksheet

Instructions:

Use this worksheet to identify and document a specific service outcome and the process steps,as well as the standards of performance necessary to achieve the outcome in your operation.

Define Outcome:

1. What is the outcome you expect to achieve?Consider guest expectations and how you want them to feelrelative to product, environment, and staff behavior and attitude. Note: Some outcomes will impact each of the big three( product, the behavior and attitude of the staff). Some will focus only on one component.

2. How is the outcome consistent with your concept and guest expectations? (For example, if your concept is a quick service restaurant, guest expectations would favor efficient ordering and fast service of food versus large selection and detailed information.)

Define Performance Standards:

Define the Process Step, People, and the Standards of Performance that are required to consistently achieve this outcome:

Process Step What needs to occur?	Who Is Responsible?	Standards of Performance
		How do you expect them to do it?	Why is this important to achieving the outcome/differentiating you from competition?	What are risks/barriers to achieving this standard?
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