You are to select an approved hospitality site and provide a three page written observation of the establishment and customer service personnel. It is advised that you use the observational questionnaire developed in class.

Objectives of this research project:

  • To observe the attitude and behavior of customer service personnel in the hospitality sector chosen
  • To report on the efficiency of personnel in the delivery of service
  • To examine the quality and standards in and around the premises.

Your paper and presentation are due on July 20, 2016. This paper and presentation are worth 15 percent towards your final grade. Your presentation should be in a PowerPoint format and address the following:

  • Name and type of establishment (hotel, restaurant, casino, etc.)
  • The location and features of the site
  • Physical appearance of the business
  • Decor and ambiance
  • How quickly were you greeted
  • Professionalism
  • Suggestive selling
  • Pace of transaction
  • Detracting factors
  • Cleanliness of restroom
  • Appearance of employees
  • Availability of parking and cleanliness of parking lot
  • Feeling of safety
  • Courtesy of customer service representative
  • Overall feeling of satisfaction
  • Would you visit this establishment again
  • Would you recommend this establishment to others

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