IELTS reading answer “Implementing the cycle of success: A case study” with explanation
|1 C||high costs, related||P 1, l 10||Similar to many international hotel chains, however, AHI has experienced difficulties in Australia in providing long-term profits for hotel owners, as a result of the country’s high labour-cost structure.
|2 A||SAH, requires||P2, l4||Partly as a result of this change, there are 25 per cent fewer management positions, enabling a significant saving.
|3 C||changing practice||P 3, l 1||The hotel also recognized that it would need a different approach to selecting employees who would fit in with its new policies.
|4 B||jobs, advertised, SAH||P 3, l 8||Over 7000 applicants filled in application forms for the 120 jobs initially offered at SAH.|
|5 B||categories, select||P 4, l 10||Department heads and shift leaders then composed prospective teams using a combination of people from all three categories.
|6 benchmarking||P 6, L 4||SAH management concluded this would first require a process of ‘benchmarking‘.|
|7 (a range of) service delivery||P 6, l 6||The prime objective of the benchmarking process was to compare a range of service delivery processes across a range of criteria using teams made up of employees from different departments within the hotel which interacted with each other.|
|8 (performance) measures||P 6, l 11||This process resulted in performance measures that greatly enhanced SAH’s ability to improve productivity and quality.|
|9 productivity||P 6, l 11||This process resulted in performance measures that greatly enhanced SAH’s ability to improve productivity and quality.|
|10(‘) Take Charge (‘)||P 7, l 1||In addition, a program modeled on an earlier project called ‘Take Charge‘ was implemented.|
|11 feedback||P 7, l 3||Essentially, Take Charge provides an effective feedback loop horn both customers and employees.|
|12 employee(s’) / staff||P 8, l 13||Employee feedback is reviewed daily and suggestions are implemented within 48 hours, if possible, or a valid reason is given for non-implementation.|
|13 30 days||P 8, l 17||If suggestions require analysis or data collection, the Take Charge team has 30 days in which to address the issue and come up with recommendations.|