Unit 11 Research Project Sunderland International Hotel - Level 5

Unit 11 Research Project Sunderland International Hotel - Level 5 (Diploma in Business)

Assessment 1: Project Report

1. Justify the importance of managing and measuring service quality, recommending the adaptation of appropriate service quality management methods.

2. Assess the impact that current service delivery/practices will have on the front-line employees, their engagement and also managerial implications.

3. Produce a Customer Feedback System (CFS) framework that the organization can utilize to monitor and continually improve service quality.

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