*Setting, managing and communicating Key Performance Indicators

For this assessment you are required to consider a scenario from the hospitality industry and then set key performance indicators (KPIs) based on this scenario. You will need to consider the business reasons for the KPIs, look at what the current KPIs are and set target KPIs to be achieved.

Tasks

1. Set and measure KPIs

2. Use new or innovative approaches to meet the KPIs

3. Define constraints to meeting KPIs

4. Know what to do if KPIs are not met

5. Use appropriate methods of communication

Hospitality Scenario: You are the supervisor of the Food and Beverage Service Team and have just returned from your monthly management meeting. The new GM has reviewed the Sales and Customer service history for the past 12 months and accordingly developed and set new targets to improve the organisation's customer service provisions and sales targets. The following aspects will need to be addressed in the Food and Beverage section.

CURRENT	TARGETED
The average per head spend currently sits at $20.00	Increase average spend to $25.00
The feedback received per 5000 customers shows 250 (5%) customers were dissatisfied with product and service provisions	Improve product and service provisions pro-actively with a target of 98% within 9 months.
There have been 37 errors or discrepancies with customer accounts/wrong orders during the past 12 months which resulted in $3,950.00 of losses	Maximum discrepancies must not exceed $100.00 per month - F&B manager must be informed immediately
There have been 16 complaints related to cleanliness of glassware/crockery during the past 5 months	Zero complaints received related to cleanliness of glassware/crockery are acceptable procedures to be implemented to ensure this.

You are to write a report for your GM in a minimum of 1500 words or more that covers the above scenario and details how you would achieve the tasks as outlined above covering tasks 1 to 5.