This assignment will have you evaluating the effectiveness of tools used to evaluate customer quality expectations, and achievement of those expectations, as well as analyzing the ethical, security, and privacy implications of obtaining and utilizing guest data.

If you work in a hospitality organization, you may utilize the tools in place there. If you do not, you must research a hospitality organization to find out what tools they use to measure customer quality expectations and guest assessment of those expectations. Comment cards, web based feedback, social media, toll free numbers, suggestion boxes, or any other programs or tools used by this organization should be analyzed. Be sure to identify the organization and describe the tools utilized. You may provide examples if you wish.

In an APA formatted essay, evaluate the effectiveness of those tools. Be sure to incorporate what you have learned about the fifteen quality service components and measurable objectives.

What recommendations would you make in order to improve the effectiveness of these evaluative tools? Why? Do the tools measure achievement of customer quality expectations? If they do, explain why. If they do not, explain what changes you would recommend and why.

Additionally, recognizing that hospitality organizations collect and analyze guest data, conduct some research regarding the legal use of guest data and write a paragraph or two that discusses the ways that hospitality organizations can ethically and legally use guest data gathered. Include some real world examples, such as the legalities of storing credit card information on hotel guest keys.

Reference

https://bookshelf.vitalsource.com/#/books.