Task 4 RESEARCH PAPER Assessment Method: Individual/Group Work with (Must show visual evidence to the tutor): Individual assessment and reflection (report) USE IBIS HOTEL OR MARRIOT HOTEL FOR EVALUATION 3.1 Assess sources of information and research on customer requirements such as information through customers, staffs, management, customer records and past information 3.2 Carry out research using customer requirements and satisfaction levels for the organization and suggest some potential improvements based on the outcome of the research 3.3 review own performance in the delivery of customer service and make recommendations for improvement. It is very important you arrange all the necessary tools that will assist you in showing customer service delivery and there MUST show Visual evidence for the customer service delivered Textbooks Crouch G et al — Consumer Psychology of Tourism, Hospitality and Leisure — Volume 3 (Cabi Publishing, 2004) ISBN 085199749X Cole G — Management Theory and Practice (Thomson Learning, 2003) ISBN 1844800881 Chattell A — Managing for the Future (Saint Martin’s Press, 1995) ISBN 0312124317 Dawson S — Analysing Organisations (Palgrave Macmillan, 1996) ISBN 0333660951 Goodman G S — Monitoring, Measuring and Managing Customer Service (Jossey Bass Wiley, 2000) ISBN 0787951390 Hayes J and Dredge F — Managing Customer Service (Gower Publishing, 1998) ISBN 0566080052 Lattin GW – The Lodging and Food Service Industry (Amer Hotel and Motel Association, 2002) ISBN0866122354 Powers T and Borrows CW – Introduction to Management in the Hospitality Industry (John Wiley & Sons, 2005) ISBN 0471706388 Walker JR – Introduction to Hospitality Management (Prentice Hall, 2003) ISBN 0131112937 Websites www.dfes.gov.uk Department for Education and Skills www.informationcommissioner.gov.uk Information Commissioner’s Office www.instituteofcustomerservice.com Institute of Customer Service