The Sawton hotel is a luxury hotel, situated on the edge of a seaside town in the southeast of Bratland. like all other hotels in the area, the Sawton is privately owned, and is not part of a chain. the Sawton has a resturant and a gym, which are residents' use only.

Although the local area is popular with tourists, there is a significant seasonanl variation in demand for hotel rooms. As a result, the Sawton changes its room rates throughout the year, based on expected levels of demand, so that rates are higher in the peak summer months, and lower the less busy winter months.

At the end of their stay, all customers are invited to complete a short survey asking them how satisfy they were with their stay, the reasons for this and the likelihood they will recommend the Sawton to their family and friends.

Feedback from these surveys shows that the comfort of hotels rooms, the quality and efficiency of customer service are the key factors influencing customer satisfaction. The surveys also indicate that guests satisfaction have a significant impact on how likely they are to make repeat bookings and recommend the sawton to family and friends.

The Sawton has just appointed a new general manager who has expressed concern about the limited amount of management information available. In particular, he believes the Sawton should be montering its performance against key performance indicators (which it currently doesnt do).

REQUIRED

Recommend and justify, two critical success factors( CSFs) for thr Sawton Hotel, and two key performance indicators (KPIs) for each CSF.