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Directions: In this section, there is one passage followed by a summary. Read the passage carefully and complete the summary with the appropriate words from the passage. Remember to write your answers on the Answer Sheet. Questions 1—5 are based on the following passage. The most crucial way, however, of improving the labour cost structure at SAH (Sydney Airport Hotel) was to find better, more productive ways of providing customer service. SAH management concluded this would first require a process of “benchmarking”. 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. This process resulted in performance measures that greatly enhanced SAH’s ability to improve productivity and quality. The front office team discovered through this project that a high proportion of AHI (Australian Hotels Inc) Club member reservations were incomplete. As a result, the service provided to these guests was below the standard promised to them as part of their membership agreement. Reducing the number of incomplete reservations greatly improved guest perceptions of service. In addition, a program modelled on an earlier project called “Take Charge” was implemented. Essentially, Take Charge provides an effective feedback loop from both customers and employees. Customer comments, both positive and negative, are recorded by staff. These are collated regularly to identify opportunities for improvement. Just as importantly, employees are requested to note down their own suggestions for improvement. (AHI has set an expectation that employees will submit at least three suggestions for every one they receive from a customer.) Employee feedback is reviewed daily and suggestions are implemented within 48 hours, if possible, or a valid reason is given for non-implementation. 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. Although quantitative evidence of AHI’s initiatives at SAH are limited at present, anecdotal evidence clearly suggests that these practices are working. Indeed AHI is progressively rolling out these initiatives in other hotels in Australia, whilst numerous overseas visitors have come to see how the program works. Summary:What They Did at SAH Teams of employees were selected from different hotel departments to participate in a benchmarking exercise. The information collected was used to compare a range of 1 which, in turn, led to the development of 2 that would be used to increase the hotel’s capacity to improve 3 as well as quality. Also, an older program known as 4 was introduced at SAH. In this program, feedback is sought from customers and staff. If possible, their suggestions are implemented within 48 hours. Some of these suggestions may be investigated for their feasibility for a period of up to 5 .
5岁女孩小佳的父母工作繁忙。平时很少有时间陪小佳玩耍就时常打开电视让小佳看电视，渐渐地小佳也变得很爱看电视。社会工作者到小佳家中家访时发现了这一现象，并对这一状况有些担忧，想要提醒小佳爸爸妈妈一些关于儿童沉迷于电视的负面影响。这些负面影响包括( )。
南京建设“五个中心”的城区发展战略，分别是（ ）和东部城市绿色中心。
会计内控制度中的复核制度的适用范围（）
烟台芝罘岛是世界上典型的（ ）。
在45钢中加入Mn形成45Mn，Mn起到的作用是（）。
靠近主视图的一边的俯、左视图表示物体的后面。
以下猿人中，（）是直立猿人的著名代表。
在OSI参考模型中，能够完成路径选择，传输及流量控制的是（）
《城市房地产管理法》规定：“依法取得的房屋所有权连同该房屋占用范围内的土地使用权，（）抵押权。”
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