This is my mystery guest and menu report which is made in the first year of the HBO Hotel Management course.
The report was written according to the apa rules and has therefore also obtained the quick scan. I got an 8 for the report and hope you can use it as an example!
SERVICE QUALITY
Portfolio World of Hotel Management
Loes de Gier 514143
HBS Saxion Apeldoorn 2022
, Service quality
Portfolio World of Hotel Management
Hotel Management
HBS Saxion Apeldoorn
AHM1V.EB
World of Hotel Management
Shira Godfried & Jos Poth
Loes de Gier 514143
Date of completion: 03-04-2022
, Preface
This is a research report based on the service quality of drive-throughs. The research question was
formulated by me. The research was difficult, but managing observation has granted me to answer
the question that I chose. I was engaged in researching and writing this report from December 2021 to
April 2022.
I would like to thank my tutor, Shira Godfried for inspiring me to do this research and making the best
out of it and I would like to thank her for her outstanding counselling and support during this process.
I hope you enjoy reading this report.
Loes de Gier
Apeldoorn, April 05 2022
, Content
Preface.............................................................................................................................................................................................................
Introduction .........................................................................................................................................................................1
Short description of the client ......................................................................................................................................... 1
The objective ........................................................................................................................................................................... 1
Theoratical framework ....................................................................................................................................................2
Hospitality at drive-througs.............................................................................................................................................. 3
Aspects and subaspects of hospitality at a drive-through.................................................................................. 3
Tree diagram ........................................................................................................................................................................... 4
Method....................................................................................................................................................................................5
Definition and type of observation ................................................................................................................................ 5
Description of research units: drive-throughs ......................................................................................................... 5
Description of measurement procedure and instrument .................................................................................... 5
Description of role as mystery guest ............................................................................................................................ 5
Results ....................................................................................................................................................................................6
Field research .......................................................................................................................................................................... 6
Results per firm ...................................................................................................................................................................... 6
Comparison of the firms ..................................................................................................................................................... 7
Conclusion and discussion ..............................................................................................................................................8
Conclusion ................................................................................................................................................................................ 8
Discussion ................................................................................................................................................................................. 8
Advice .....................................................................................................................................................................................9
McDonalds Doetichnem ...................................................................................................................................................... 9
McDonalds Winterswijk ..................................................................................................................................................... 9
McDonalds Zutphen .............................................................................................................................................................. 9
Literature list ......................................................................................................................................................10, 11, 12
Appendices ........................................................................................................................................................................ 13
Hospitality checklist ............................................................................................................................................13, 14, 15
Mystery guest report McDonalds Doetichnem ......................................................................16, 17, 18
Mystery guest report McDonalds Winterswijk ...................................................................... 19, 20, 21
Mystery guest report McDonalds Zupthen ..............................................................................22, 23, 24
AAOCC ................................................................................................................................................................ 25 ,26, 27, 28
The literature search process ................................................................................................................................ 28, 29
Menu ..................................................................................................................................................................................... 30
Explanation of the choice of course and its matching drink..................................................................... 31, 32
Profit margin calculation of the main courses ................................................................................................ 32, 33
Feedback, conclusion and reflection ................................................................................................................... 34, 35
Literature List................................................................................................................................................. 36, 37, 38, 39
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