Service Issue: Enhancing Customer Experience Through Personalized Service
Project Objective:
To improve guest satisfaction and loyalty by implementing personalized service strategies in a hotel setting, aiming to increase overall guest satisfaction scores by 15% within six months.
Introduce the topic and its background: What it is and more importantly why it matters? ( 1-2 paragraphs)
Discuss the current status of the topic: What has been done and known? A brief discussion of already known information/knowledge regarding the topic/issue (<--Use references)
Address your perspective: What has not been done but important to address? Also, provide meaningful “justifications” for your perspective. (<-- This is the part that you should articulate your own perspective that allow you to offer new and different insight on the issue)
Purpose of the project: Make your own statement! (<-- This statement should be VERY CLEAR; Anyone who reads this statement should be able to understand what is your whole project is about and what you will accomplish at the end)
For example,
The objective(s) of this project is to explore ~~~ (a phenomenon)
The objective(s)of this project is to examine the relationship between ~~
The objective(s) of this project is to examine the impact of something on something
The objective(s) of this project is to compare the difference ~~
The objective(s) of this project is to explore the types of ~~~
The objective(s) of this project is to identify the causes of {specific problem} and provide solutions
The objective(s) of this project is to discuss a {specific approach} and its applications at {specific company}
The objective(s) of this project is to analyze the cases of (a certain/specific guest services management)
Or something else…
Approach: Explain what you will do to address your objective(s.) (<-- You will need to do some preliminary search/research to assess resources relating to your topic and objectives: what resources are available and what additional information you will need to gather and how you will get them etc. Justify why the chosen approach is suitable to address the objectives).
For example.
To identify the types of customer dissatisfaction, 150 guest comment cards who indicated negative experience will be analyzed...
For this project, 20 employee interviews will be conducted to~~
24 cases/incidents reported in the news/media will be analyzed... to address the objectives~~
To compare "something" in two customer groups, surveys with 100 participants will be conducted...
We will analyze the recent 2 years of customer reviews (total 220 reviews) posted on TripAdvisor to identify~~~
100 observations are made at the hotel front desk to record specifically defined behaviors, displayed emotions, duration of interaction, etc (depending on the objective)
References
If applicable, please cite and list references that your idea is based on.
APA style
A total of 1~1.5 pages (double-spaced, 1 inch margin everywhere) of the outline that clearly addresses your term paper topic and objective(s).