“The Best in Class Audit tool” - Case study withing the hospitality industry for maintaining high quality assurance
The use of an auditing tool is a powerful method to gage performance levels in any organisation which deals with customer and client service on a daily basis. The use of a tool such as the " The Best In Class Audit Tool © ", allows measurement of employee versus guest interaction, against the specifically developed procedures. The tool which I have developed allows for both training of first line employees, and also offers incentives for these employees to increase their performance.The company’s main purpose in conducting an internal audit should be to increase the overall service level, as well as the employee’s commitment to the company standards. In addition, there is the added benefit of direct management to be able to identify and recognise those employees that are performing correctly, and are thus the ‘best in class.’ Within that same audit, the management is able to identify those employees performing below stan...