Report .

Project instructions:
Specifically you are to:

1. Select an organisation within the hospitality industry (e.g., hotel, restaurant, cafe etc.)
2. Please note: Do not use a franchised organisation for the purpose of this assignment (e.g., Muffin Break; Coffee Club; Burger King). Introduce the organisation to

give the audience an understanding of the organisations characteristics and context for the presentation
a) While it is not expected that you have access to internal and/or confidential information, you will need to choose an organisation that enables you to access

sufficient information to complete this assignment. This may be an organisation you work at or have previously worked at, or an organisation that you are familiar with

and have access to public information, for example, an internet site and/or site visit.
3. Identify a service offering within your chosen organisation and map out the process that the customer and staff go through to complete the transaction. For example,

the process you use could include, the offering of food and beverage, the checking in of a guest at a hotel reception, the dining of a guest at a buffet, the dining of

a group of guests at a restaurant on a limited menu, or any other service that involves guest and employee interaction and provides you with the scope to meet the

requirements of this assessment.
4. Incorporate either a service blueprint or a GAP model to show the service standards that needs to be met for your chosen service offering, to meet the objectives of

the organisation and guests. Include in this section a discussion of the amount of service standardisation and customisation that is designed in to the service

process. Identify at least three (3) hard and three (3) soft standards that apply to the service process and discuss the significance of these standards.
5. Discuss the role of the employees in the service process. Outline in this section the skills and capabilities that employees need, to provide the service and

achieve the requirements of the three hard and soft service standards previously discussed.
6. Discuss the role of the customer in the service encounter and outline how they participate in the service encounter.
7. Prepare detailed formal report (approximately 2500 words).
Note:
While the report does not need an abstract or executive summary it needs to be:
? Well written, factual and understandable. The information must be in a logical order of delivery
? APA Referenced
? Use 1.5 spacing
? Font is Times New Roman 12 or Arial 12
? Justified margins left and right
? Use the report marking guide for content/outline
? Leave the reader in no doubt that you understand the topic and issues related to each topic.
? Ensure that a full search has been undertaken of the topic and that all conventions of professional presentations are adhered to.

Here are the instructions and specific parameters, which you are to follow when you actually begin to construct your Research Presentation.

First, I would like to stress that for this project you should use your creative and intellectual strengths to create a final product that highlights what you have learned from the textbook and from at least 5 other research materials.

You should have selected a specific topic that was generated from a single chapter from the textbook and submitted a proposal for that topic. You should follow the recommendations that were made upon the approval of your proposal.

You should construct a PowerPoint presentation that highlights your selected topic using material found in one of the textbook chapters plus 5 other research materials (that means that you should have at least 6 entries in your bibliographic or works cited slide).

Please do not use Keynote, Prezi or other presentation software as they tend to impact the deliver-ability of your presentation via the dropbox function in Eagle Online.  Use a PowerPoint approach to accomplish this project.

Avoid using video and audio files within the PowerPoint presentation as they tend to make files too large to deliver as well.
Please make sure to include both IMAGES AND TEXT ON EACH SLIDE to serve as the focus of your PowerPoint presentation.  I expect that your presentation will highlight the important parts of your topic, especially as they relate to our study/discussion of the humanities.

Please follow these guidelines when constructing your PowerPoint presentation: Your presentation should contain between 15-20 slides.  You should approach the presentation as an instructional tool – imagine that you are going to inform a group of strangers about the specific topic you have selected.  You should include both text and images ON EVERY SLIDE to help clearly articulate the information you want to share through your presentation.  Be sure to try and include at least one image per slide throughout your presentation along with textual information to support, explain or discuss the information relevant to the selected image and your overall topic. Be thorough and clear in your presentation.

The textual portions on each slide should not be formatted in a bulleted or short hand version. Textual portions, that accompany the images, should be in complete sentences and in paragraph form. But not more than 8 sentences because it becomes too small.

Please include a bibliographic slide (the final slide) in your PowerPoint presentation that documents all sources used.  Please use MLA formatting for the bibliographic/works cited slide.

Pay careful attention to grammar, spelling, and punctuation.  Proofread your presentation before you submit it for a grade.

Submit the PowerPoint presentation to me no later than the deadline/due date as it appears within this dropbox.

You should submit the PowerPoint presentation in this Research Presentation dropbox.