Provide areas that you think should be focused on when retraining customer service personnel would you recommend this establishment to others?

Published by Jeannie R. Ferrell

Dec 8, 2022


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You were hired as a Mystery Shopper for a hospitality site of your choice. The owners want to see how best they can
improve their organization’s customer service and guest satisfaction. They tasked you with observing their customer service
personnel, delivery of service, and the quality and standards in and around the premise. You are to select an established
hospitality site and provide a PowerPoint Presentation of your observation of the establishment and customer service
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 premise
To recommend areas for improvement in training
Your presentation is due on Sunday, November 20′ and is worth 20 percent towards your final grade. You should
include/address the following:
Name and type of establishment (hotel, restaurant (quick service restaurant), casino, etc.)
History, owners & operators, type of ownership, etc.
The location and features of the site
Physical appearance of the business
Decor and ambiance
Rating of the establishment
How quickly were you greeted
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
Report three things customers particularly like about the establishment and three things they dislike. You can
analyze reviews on user-generated websites like TripAdvisor, Yelp, etc.
Provide areas that you think should be focused on when retraining customer service personnel Would you recommend this establishment to others? Why or why not
You will create a narrated PowerPoint presentation
You are required to answer the questions in the order presented above.
You must provide at least two references, not including Wikipedia sources, to support your observation.
There is no required length of slides.
Slides must be labeled appropriately.
Images must be used to enhance slides/observation where necessary.
You will be graded on your knowledge and understanding of guest service in the sector chosen, recommended
training to improve customer service personnel, organization of slides, and language. A grading rubric will be


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