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Term Paper: Mystery Shopper Paper 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 sitePhysical appearance of the businessDecor and ambianceHow quickly were you greetedProfessionalismSuggestive sellingPace of transactionDetracting factorsCleanliness of restroomAppearance of employeesAvailability of parking and cleanliness of parking lotFeeling of safetyCourtesy of customer service representativeOverall feeling of satisfactionWould you visit this establishment againWould you recommend this establishment to others
Specify the key functional areas of Human Resources Management
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