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 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