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@khilen said:
omg I had the same issue!!! I went for 1 month in the end!!!I also had Best Co Night Hotel question – I only did 2 workings for financial performance measure (ROCE and Operating profit margin) and 2 on NFP measures such as Customer satisfaction gone down and one more???
I calculated the % increase or decrease from prior year for each revenue stream as well as the operating costs. I made reference to the fact that the increase in operating costs was likely due to the poor ecomony, eg inflation etc.
NFP measures I discussed the customer satisfaction score decreasing, the quality of service decreasing (bearing in mind Best Night pride themselves on high quality) and the fact that customers commented that the hotel rooms were in desperate need of being refurbished. These factors made it clear that Best Night co were likely to lose repeat customers and wouldn’t be increasing sales until these problems were solved. I advised things like staff training to increase the quality of service…
@robertroddy said:
Yes – it’s in the examiners guides and technical article on performance evaluation. It’s done to ensure that one mistake doesn’t prevent further marks being earned.