Pearson New International Edition International pcl tp indd 1

FRONT OFFICE SEMANTICS
Benchmarking:
Search for best practices and an understanding of how they are achieved in efforts to
determine how well a hospitality organization is doing.
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The study of how registration now occurs (actual features) and a comparison to
ideal features may yield suggestions about possible revisions to the registration
process. The sum of all inputs (guest surveys, benchmarking, and comparisons
between actual and ideal features) will likely yield process changes that better
ensure the goals of minimizing wait time and reducing registration errors.