HRT476 Individual Research Project will involve an in-depth assessment and analysis of service quality in hospitality operation. You will choose a target hotel/resort (at least full-service upscale hotel) or restaurant (at least fine-dining restaurant), visit the property (multiple visits may be required), observe its operation carefully, and, if necessary, conduct multiples interviews with managers and/or frontline employees. During the site inspection, you must focus on five dimensions of service quality (reliability, tangibles, assurance, responsiveness, and empathy). Detailed information about five dimensions of service quality is presented in Chapter 2.

Report Format: You have to submit a report, no less than 15 pages and no more than 20 pages including cover page and references, double spaced with 12 font size (Follow APA style.). It is expected that your report will be at a college senior level. Professional editing is highly recommended. Spelling and/or grammatical mistakes in your paper will result in significant penalty. Your report must follow the format below:

a. Title Page: Project title, course title, the name of student, the date of submission etc.

b. Summary of the Site Visit: brief summary of your site visit including the date of your visit, photos taken at the site etc.

c. Table of Contents

d. Introduction of Property: A brief history and the general facts about the hotel/resort/restaurant:

founding year, number of rooms/seats and employees, type of ownership, target market,

Average Daily Rate (ADR)/average check, etc.

e. Overall Observation: Followings are some suggestions for your analysis:

• What makes the property’s overall operation different?

• What were your observations regarding each operational area?

• What were the unique practice(s) in each operational area?

• Were you surprised or impressed at any particular aspect of the operation?

• Were you disappointed at any particular aspect of the operation?

• What were the operational strengths or weaknesses of the property?

• Others

f. Assessment of Service Quality: Observe carefully the following aspect of service quality:

• Reliability

• Tangibles

• Assurance

• Responsiveness

• Empathy

g. Recommendations and Conclusion: Provide your own recommendations on how to improve overall service quality.

h. References: Cite all printed or on-line resources used (APA style).

Your grade for the project (maximum 100 points) will be based on 1) clarity of writing (professional editing), 2) in-depth observation and analysis, and 3) creative recommendation. The due date for the report is November 30.

Hint: PUT A LOT PICTURES TO TAKE UP A LOT OF SPACE!!

Can really just bs it I don’t mind. Chapter 2 ppt will be provided. Contact me if you need any more resources.