Mudassar Shoukat

“Due to the trees you can not see the forest anymore.”

“Due to the trees you can not see the forest anymore.”

Duin en KruidbergGeneral Manager Viki Boviatsis

Daphne Wijnsma

Room Divisions Kelly VersteegLiu ShizhengMuddasar Shoukat

Food & Beverages Marjolein PostmaLaura BarteldsGerben Hoving

Human Resources Özgur DemirSven Freitag

Sales & Marketing Stephan TrubrichCamiel de Groot

Introduction• Benchmark introduction

• Rooms Division Department

• Food and Beverage Department

• Human Resources Department

• Sales and Marketing Department

• Balanced Scorecard

• Conclusion

• Questions

Benchmark

• Duin en Kruidberg Country Estate

• Palace Hotel Noordwijk aan Zee

• Steigenberger Kurhaus Hotel

• Chateau St. Gerlach

Rooms Division

• Results of Benchmark Study

• Recommendations• Room type; disabled• Health & Spa

Food and Beverage

• Results of Benchmark Study

• Recommendations• Seafood Delight• Sunday Brunch• Banqueting change (F&B)

Human Resources

• Results of Benchmark Study

• Recommendations• Employee of the month• Salary

Sales and Marketing

• Results of Benchmark Study

• Recommendations

• Facelift & Update webpage• Friends Club• Magazine

Balanced Scorecard

Internal

ROOMS Develop Spa and Health facilities or

cooperation with another company Create rooms for disabled peopleF&B Afternoon Tea Sea food Delight Sunday brunch Special drinks (cocktails)HRM Motivated employees Right attitude employeesS&M Conference and Meeting packages Friends Club Improving webpage Company Magazine

ROOMS Increasing assets F&B Increasing amount of

visitorsHRM Performance appraisalS&M Measuring amount of read

magazines Amount of webpage visits Amount of packages sold

Learning/Innovation

ROOMS Employee training up /cross selling (other

dep & customer service)

F&B Employee training up /cross selling (other

dep & customer service)

HRM Reward system / Employee of the month

S&M Employee training / selling strategies &

techniques

ROOMS Results employee testingF&B Increasing beverage salesHRM Guests commentsS&M Effectiveness measuring

Theme: Operating Efficiency Objectives Measures Targets

InitiativesGoals Measures

Theme: Operating Efficiency Objectives Measures Targets

InitiativesGoals Measures

Financial

ROOMS, F&B, HRM, S&MProfitabilityCustomer loyalty Increase Market ShareLong term investments

ROOMS, F&B, HRM, S&MHorizontal AnalysisVertical AnalysisRatio AnalysisBenchmark study

Customer

ROOMSMore facilities More customers F&BMore (exclusive) choiceHRMProfessional serviceHigh speed serviceS&MAccess to company information through magazine/websiteHigh customer contact (service shop)Friends Club Card

ROOMSCustomer satisfaction Quality ManagementF&BCustomer satisfactionTipsCompliments HRMQuestionnaires about the serviceEmployee grading systemsS&MCustomer loyalty program Maintain image Amount of Friend Club Cards

Conclusion

• Results

• Relation Balanced Scorecard

Are there any questions?

Thank you very much for your attention !