Cima P2 Exam Question 25

Question No 25:

Recommend, with reasons, TWO non-financial performance measures that SFG could use to evaluate the performance of the hotel managers?

One measure could consider customer satisfaction such as number of complaints and / or recommendations. In the short term saving money by cutting back on customer service might lead to long term loss of business due to a declining reputation.
Another measure might look at the number of new accommodation and events packages offered by the hotel. In the short term these would cost money to set up but in the long term they may lead to new business by achieving a competitive edge.