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“ Due to the trees you can not  see the forest anymore.”
Duin en Kruidberg General Manager Viki Boviatsis Daphne Wijnsma Room Divisions Kelly Versteeg Liu Shizheng Muddasar Shoukat Food & Beverages Marjolein Postma Laura Bartelds Gerben Hoving Human Resources ?zgur Demir Sven Freitag Sales & Marketing Stephan Trubrich Camiel de Groot
Introduction Benchmark introduction Rooms Division Department Food and Beverage Department Human Resources Department Sales and Marketing Department Balanced Scorecard  Conclusion Questions
Benchmark Duin en Kruidberg Country Estate Palace Hotel Noordwijk aan Zee Steigenberger Kurhaus Hotel Chateau St. Gerlach
Rooms Division Results of Benchmark Study Recommendations Room type; disabled Health & Spa
Food and Beverage Results of Benchmark Study Recommendations Seafood Delight Sunday Brunch Banqueting change (F&B)
Human Resources Results of Benchmark Study Recommendations Employee of the month Salary
Sales and Marketing Results of Benchmark Study Recommendations Facelift  & Update webpage Friends Club Magazine
Balanced Scorecard Internal ROOMS Develop Spa and Health facilities or cooperation with another company  Create rooms for disabled people F&B Afternoon Tea Sea food Delight Sunday brunch Special drinks (cocktails) HRM Motivated employees Right attitude employees S&M Conference and Meeting packages Friends Club Improving webpage Company Magazine  ROOMS Increasing assets  F&B Increasing amount of visitors HRM Performance appraisal S&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 testing F&B Increasing beverage sales HRM Guests comments S&M Effectiveness measuring  Theme: Operating Efficiency Objectives Measures Targets Initiatives Goals Measures
Theme: Operating Efficiency Objectives Measures Targets Initiatives Goals Measures Financial ROOMS, F&B, HRM, S&M Profitability Customer loyalty  Increase Market Share Long term investments  ROOMS, F&B, HRM, S&M Horizontal Analysis Vertical Analysis Ratio Analysis Benchmark study Customer ROOMS More facilities  More customers  F&B More (exclusive) choice HRM Professional service High speed service S&M Access to company information through magazine/website High customer contact (service shop) Friends Club Card ROOMS Customer satisfaction  Quality Management F&B Customer satisfaction Tips Compliments  HRM Questionnaires about the service Employee grading systems S&M Customer loyalty program  Maintain image  Amount of Friend Club Cards
Conclusion Results Relation Balanced Scorecard
Are there any questions?
Thank you very much for your attention !
Ad

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Mudassar Shoukat

  • 1. “ Due to the trees you can not see the forest anymore.”
  • 2. Duin en Kruidberg General Manager Viki Boviatsis Daphne Wijnsma Room Divisions Kelly Versteeg Liu Shizheng Muddasar Shoukat Food & Beverages Marjolein Postma Laura Bartelds Gerben Hoving Human Resources ?zgur Demir Sven Freitag Sales & Marketing Stephan Trubrich Camiel de Groot
  • 3. Introduction Benchmark introduction Rooms Division Department Food and Beverage Department Human Resources Department Sales and Marketing Department Balanced Scorecard Conclusion Questions
  • 4. Benchmark Duin en Kruidberg Country Estate Palace Hotel Noordwijk aan Zee Steigenberger Kurhaus Hotel Chateau St. Gerlach
  • 5. Rooms Division Results of Benchmark Study Recommendations Room type; disabled Health & Spa
  • 6. Food and Beverage Results of Benchmark Study Recommendations Seafood Delight Sunday Brunch Banqueting change (F&B)
  • 7. Human Resources Results of Benchmark Study Recommendations Employee of the month Salary
  • 8. Sales and Marketing Results of Benchmark Study Recommendations Facelift & Update webpage Friends Club Magazine
  • 9. Balanced Scorecard Internal ROOMS Develop Spa and Health facilities or cooperation with another company Create rooms for disabled people F&B Afternoon Tea Sea food Delight Sunday brunch Special drinks (cocktails) HRM Motivated employees Right attitude employees S&M Conference and Meeting packages Friends Club Improving webpage Company Magazine ROOMS Increasing assets F&B Increasing amount of visitors HRM Performance appraisal S&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 testing F&B Increasing beverage sales HRM Guests comments S&M Effectiveness measuring Theme: Operating Efficiency Objectives Measures Targets Initiatives Goals Measures
  • 10. Theme: Operating Efficiency Objectives Measures Targets Initiatives Goals Measures Financial ROOMS, F&B, HRM, S&M Profitability Customer loyalty Increase Market Share Long term investments ROOMS, F&B, HRM, S&M Horizontal Analysis Vertical Analysis Ratio Analysis Benchmark study Customer ROOMS More facilities More customers F&B More (exclusive) choice HRM Professional service High speed service S&M Access to company information through magazine/website High customer contact (service shop) Friends Club Card ROOMS Customer satisfaction Quality Management F&B Customer satisfaction Tips Compliments HRM Questionnaires about the service Employee grading systems S&M Customer loyalty program Maintain image Amount of Friend Club Cards
  • 11. Conclusion Results Relation Balanced Scorecard
  • 12. Are there any questions?
  • 13. Thank you very much for your attention !