A team at The Leading Hotels of the World and the team leader, the director of analytics and reporting, were going to show some major ideas they generated, to the company’s senior executive team of 10 members: the Hotel Engagement Scorecard (HES). This HES was highly appreciated by the executive team and became one of four goals set by the company for the year.
The company has around 25 global offices and more than 430 member hotels in which this HES was going to be implemented. The team leader, the founder of the idea, felt responsible and wanted to ensure the reliability of HES before its implementation. He was exploring the ways that could help the member hotels to gain the complete advantage of HES innovation. The writer, Mona Anita K. Olsen, has affiliation with Cornell University.
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