The Carol Bay Resort is slowly becoming the resort of choice for customers within Jamaica, the

Caribbean region, and North America. Last year the resort won the top award in the country

"The Star Award" for the most improved resort. However, there is much to be improved. This year the resort has decided to develop performance measures for every major goal it intends to achieve. The major goal set for this year by the CEO is to "exceed guest expectations by 60%."

To achieve this goal, top management has instituted key success factors such as the "timeliness of customer service and quality of personalized service." The vice president of sales is the manager responsible for the actions required to meet the overall goal of the resort. The VP however realizes that there is a lot of work that must be done in management control systems and responsibility accounting. He wants to first sensitise all managers on the subject.

Required:

A.Identify FIVE (5) possible performance measures for the quality of personalised service as a key success factor.(5 marks)

B.Recommend FIVE (5) specific actions or activities associated with upgrading customer service department capabilities that would drive Carol Bay Resort toward its goal of

exceeding customer expectations.(5 marks)