The document outlines the results of a benchmark study conducted across different departments of a hotel including rooms division, food and beverages, human resources, and sales and marketing. Recommendations are provided based on the results to improve performance in each department. Key metrics are identified to measure objectives and targets for operating efficiency, learning and innovation, internal processes, financial, and customer perspectives as part of a balanced scorecard approach.

1. “ Due to the trees you can not see the forest anymore.”

2. Duin en Kruidberg General Manager Viki Boviatsis Daphne Wijnsma Room Divisions Kelly Versteeg Liu Shizheng Muddasar Shoukat Food & Beverages Marjolein Postma Laura Bartelds Gerben Hoving Human Resources Özgur Demir Sven Freitag Sales & Marketing Stephan Trubrich Camiel de Groot