To consistently deliver best in class service procedures, individual and collective service performance must be continually managed, monitored, and assessed against agreed performance criteria (SOPs) for a business to remain competitive. Adopting a structured approach to this activity will support Supervisors/Managers to achieve this and provide many tangible benefits to the business, employees, and the customer.
This suite of resources aims to assist tourism businesses to put in place effective and measurable Standards of Performance and equip Supervisors/Managers with the tools and techniques to develop, communicate, implement, and measure Standards of Operational Performance within the business.
