Budget, The money available to spend on services, staff, and resources., Records, Written evidence that shows what happened or what work was completed., Quality, The level of how good a service or product is., Delivery, The way a service is provided to the guest or customer., Complaints, Problems or dissatisfaction reported by guests or customers., Competitor, Another business that offers similar services in the same market., Price, The amount of money customers pay for a service or product., Training, Teaching staff the skills and steps needed to do their job well., Reports, Documents that give information about service performance or problems., Reputation, The public image or good name of a business., Benchmarking, Comparing performance with standards or competitors to improve service., Consistency, Providing the same level of service every time., Mystery Shopping, Secretly checking a business’s service by acting like a normal customer., Monitoring, Regularly checking service performance to make sure standards are followed., Standards, Rules or expected levels of quality that staff must follow., Supervisor, A person who checks daily work and guides staff., SOP, Step-by-step rules for doing a job correctly., KPI, A measurable number that shows whether a goal is achieved..

Unit 15

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