The Warm Sands Resort Has a Five-Star Rating and Wants

question 2

Essay

The Warm Sands Resort has a five-star rating and wants to keep it that way. The resort has specific standards for service and has trained its employees to deliver service according to these standards, but even one unhappy customer could endanger the resort's reputation. What can the manager do to ensure that frontline employees offer consistent, excellent service to every visitor?

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Definitions:

Cost Structure

The composition of a company's costs, including fixed and variable costs, that affects its profitability.

Variable Costs

Costs that vary directly with the level of production output or service delivery.

Mixed Costs

Costs comprising both constant and fluctuating elements, altering in aggregate with activity levels yet not in direct correlation.

Per Unit Basis

Calculations or measurements made by dividing the total by the number of units to find the amount corresponding to a single unit.