
Organizations develop Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) that may penalize your Hotel for non-performance of service. An SLA formalizes arrangements between an organization and a supplier to deliver specific services, at specific levels, and at an agreed upon price. If the service is not met according to the agreement, the organization may be entitled to some form of compensation such as a payment or a credit. Learn the five steps that Organizations use to develop these SLAs and KPIs and how the remedy for non-performance may be calculated. READ MORE