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Large companies in the hospitality sector could learn a great deal from small firms on how to communicate with staff and manage the workforce, according to a survey.
The research, carried out by the University of Surrey, suggested that big companies could improve productivity by examining techniques used by small to medium enterprises (SMEs).
The study was commissioned by the Best Practice Forum for the Tourism, Hospitality and Leisure Industry and looked at about 1,000 firms in the UK and abroad.
It identified seven key areas that could help improve standards of service and raise levels of productivity:
- Setting goals for customer focus
- Planning and controlling the operation
- Partnering and networking
- Clear internal/external communication
- Achieving consistent standards
- A strategic approach to workforce management
- Performance measurement and benchmarking
