A luxury hotel chain called Luxhot is developing performance measures for each of its major goals. Top management established ‘exceed guest expectations’ as one organisation-wide goal.

Among the key success factors are timeliness of customer service and quality of personalized service. Patty Bowen, manager of sales, is the manager responsible for the actions required to meet the goal of exceeding guest expectations. She has already identified one action (objective) for the coming year – upgrade customer service department capabilities.

1. Identify several possible performance measures for the quality-of-personalized-service key success factor.

2. Recommend several specific actions or activities associated with upgrading customer service department capabilities that would drive Luxhot toward its goal of exceeding customer expectations.