Evaluate the Customer Service Planning Process in Hospitality Industry

This research project aims to evaluate the customer service planning process in the hospitality industry. It will investigate ways to plan and develop customer service and talent in the hospitality sector. The research will focus on identifying effective strategies and practices to enhance customer satisfaction and loyalty.

Pearson BTEC HND in Hospitality Management and
International Travel and Tourism Management
Unit 18 and Unit 19 Research Project (RQF) L5
Project Proposal Form
Session: September 2019

Research Theme: Talent Management
Research Topic: EVALUATE THE CUSTUMER SERVICE PLANNING PROCESS IN
HOSPITALITY INDUSTRY
Section One: Title, aims, objectives
Based on your topic, define and write your research title which should reflect on the aims and
set specific objectives to be achieved from your research (e.g. what is the research question you
want to answer? What do you want to learn or find out? What is assumption or hypothesis you are
making and the problem?):
Research Theme: Talent Management
Research aim: To investigate the customers service planning and development in Hospitality.
Research objective:
 To identify ways of customer service planning and talent development in hospitality.
Section Two: Reasons for choosing this research project
Rationale and Reasons for choosing the project (e.g. links to other subjects you are studying,
personal interest, future plans, knowledge/skills you want to improve, significance of the project and
why the topic is important and):
The major reason behind conducting the research on subject “ Customer service planning process in
hotel Marriott to improve the customer experiences that are very much important for an
organization to enhance loyalty of them. Respective subject of the research is used on wider
organizational context in order to give one of best experiences to consumers to remain always
competitive in the marketplace.
The another major reason to choose the topic to develop the knowledge and understanding over the
subject matter to remain competent in present as well in future to get potential outcomes.
By relating in near future respective study encourage to employees to build one of best strategies
and tactics in order to build one of best practices to give best products and services to consumers in

positive manner. It also helps to develop the professional skills and capabilities that are demand of
competitive world .
Section Three: Literature sources searched
Use of key literature sources and precedents to support your research question,
objective/hypothesis:
Research aim and objectives:
To identify ways of customer service planning and talent development in hospitality.
 For an organisation it is very much important to adopt some important practice to improve
the satisfaction level of consumers that evaluate their taste and preferences on regular time
interval and conduct research and development in order to best serve their needs (4 great
ways to improve your customer satisfaction, 2019).
 In the word of Louis Carter, one of the best way to customer service and talent development
is to creating the internal tool of talent personnel by driving the new hires with specific kind
of skills and capabilities ( The Best HR Practices in the Hospitality Industry, 2019).
 for giving one of best customer service planning and talent development in hospitality
industry it is very much crucial to opt proactive approach in order to gain potential outcomes
at right time on specified time period by fill out critical talent management needs in order to
comply with outcomes ( Talent Management Strategy to Create a Higher-Performing
Workforce, 2019.).
 In context of HR they faced the problems to formulate the talent management so in that
regards they have to map their goals and objectives by framing the priorities by ties the
organisational goals and plan in appropriate manner to comply with changes in effective
manner ( Developing and implementing an effective talent management strategy plan,
2019.) by using systematic chain of activities that direct towards to move on a definite path
in order to enhance the level of performance.
 IN the word of Kimberlee Leonard, the one of the most effective way is to provide training
and development to the people in order to find out gaps so that they can perform in their best
way after matching the organisational goals and objectives in proper manner. As respective
activities helps to enhance the productivity and motivation of employees in giving one of
their best efforts ( The Importance of Training & Development in the Hospitality Industry,

2019s).
 In the words of Alexandra the one of the best ways for an organisation to provide one of best
customer service and talent development planning for that they have to create an inclusive
workplace, track performance of employees and build one of most attractive incentive
programs in which employees take interest and give one of their best efforts by
communicating in proper manner so that effective results should be achieved in proper
manner ( 11 Ways To Boost Your HR In Hospitality, 2019). in context of Marriott
international they provide one of best working environment to their employees in order to
gain potential outcomes.
 In the words of Francine Haliva, to enhance the customer service it is very much crucial to
give one of best services to the consumers that organisation have to treat guest like a VIP and
provide training and development to employees which is one of most priority and give
personalised experience to the customer services that enhance the employees as well as
organisation effectiveness in order to remain competitive in marketplace ( Tips to Improve
Service Quality at Your Hotel, 2019). In context of Marriott international they always rely
on the serving best to their consumers by identifying customers needs and wants in proper
manner.
Online:
4 great ways to improve your customer satisfaction, 2019. [Online]. Available through.
<https://www.netigate.net/articles/customer-satisfaction/4-great-ways-improve-customer-
satisfaction/>.
The Best HR Practices in the Hospitality Industry, 2019. [Online]. Available through.
<https://www.bestpracticeinstitute.org/blog/best-hr-practices/>.
Talent Management Strategy to Create a Higher-Performing Workforce, 2019. [Online].
Available through. <https://www.successfactors.com/resources/knowledge-hub/educational-
articles/strategic-talent-management-training.html>.

Developing and implementing an effective talent management strategy plan, 2019. [Online].
Available through. <https://www.saba.com/resources/how-tos/developing-and-
implementing-an-effective-talent-management-strategy-plan>
The Importance of Training & Development in the Hospitality Industry, 2019. [Online].
Available through. <https://smallbusiness.chron.com/importance-training-development-
hospitality-industry-64312.html>.
11 Ways To Boost Your HR In Hospitality, 2019. [Online]. Available through.
<https://harver.com/blog/hr-in-hospitality/>.
7 Tips to Improve Service Quality at Your Hotel, 2019. [Online]. Available through.
<https://blog.kryonsystems.com/pss/7-tips-to-improve-service-quality-at-your-hotel>.
Marinakou, E. and Giousmpasoglou, C., 2019. Talent management and retention strategies in
luxury hotels: evidence from four countries. International Journal of Contemporary

Hospitality Management.
Golubovskaya, M., Solnet, D. and Robinson, R.N., 2019. Recalibrating talent management for
hospitality: a youth development perspective. International Journal of Contemporary
Hospitality Management.
Singh, A. and Jaykumar, P., 2019. On the road to consensus: key soft skills required
for youth employment in the service sector. Worldwide Hospitality and Tourism
Themes, 11(1), pp.10-24.
Lam, C. and Law, R., 2019. Readiness of upscale and luxury-branded hotels for digital
transformation. International Journal of Hospitality Management, 79, pp.60-69.
Van Riel and et.al ., 2019. A framework for sustainable service system configuration:
Exploring value paradoxes with examples from the hospitality industry. Journal of
Service Management.
Linares García, M. and Roselló Bayot, S., 2019. Key methodologies to develop the
hospitality concept in undergraduate students.
Van Riel, A.C., Zhang, J.J., McGinnis, L.P., Nejad, M.G., Bujisic, M. and Phillips,
P.A., 2019. A framework for sustainable service system configuration. Journal of
Service Management.
Section Four: Activities and timescales
Activities to be carried out during the research
project (e.g. planning, conducting research,
analysis, write-ups)
Activities Time duration
Introduction 2 days
Framing aim and
objectives
0 days
Literature review 0 days
How long this will take: (See Gantt Chart below)
The whole investigation takes approximately the
3 years.

Research methodology 4 days
Data collection 2 days
Data analysis 1 days
Conclusion 1 days
Submission 1 days
Milestone one: .....See Gantt Chart
Target date (set by tutor): .........................................................................................
Milestone two: .........................................................................................
Target date (set by tutor): .........................................................................................

Section Five: Research approach and methodologies
What type of research approach and methodologies (primary/secondary, case study etc.) are you likely
to use and why?
Research philosophy: Respective philosophy is best way to acknowledge the concerning
nature of the reality that being investigated in near future. In respective research the
interpretivism research should be used to gain potential and depth results.
Research approaches: There are majorly two kinds of approaches that are inductive and
deductive, the inductive research approach should be used in respective research that to
elaborate the detailed information about subject matter.
Research strategy: it provides detailed description of the whole process while carried out the
research project with help of investigation, analysis by using methods such as questionnaire to
gain potential outcomes.
Research choices: Both quantitative and qualitative method should be used to acknowledge
each and every aspect of the results in proper manner.
Time horizon: With the help of various tools such as Gantt chart and WBS an organisation can
evaluate the time spend on each and every activity while commencing a project.
Data collection tools: There are majorly two kinds of tools that are primary and secondary to
collect knowledge and information in order to remain competitive in marketplace.
Method of sampling is random sampling in which accurate results should be achieved.
Comments and agreement from tutor
Comments (optional)
I confirm that the project is not work which has been or will be submitted for another qualification
and is appropriate

Agreed Name: Date:
Comments and agreement from project checker (if applicable)

Gantt Chart:
Mileston
e
Projective
Activities
W
1
W
3
W
4
W
7
W
8
W1
1
W1
2
W1
6
W1
7
W2
0
W2
1
W2
3
W24
M1 Project
formulation
and Project
Planning
M2 Literature
Review
M3 Methodolo
gy
M4 Data
Collection
and
Analysis
M5 Discussion
of the
results,
including
reflection
M6 Report
writing
M7 Presentatio
n of the
managemen
t
Achievement based on Gantt chart (Part of formative assessment)

Week Milestones and Activities to be Carried Out Tutor’s feedback and
date
W3 Problem formulation and Project Planning
Research Problem/issues identification and research
rationale
Research Topic and title
Research aims and objectives
W7 Literature Review
Identify and collect relevant literature
Review of key
W11 Methodology
Identification and selection of methodologies
Evaluation and choice of methodology
Select data collection methods and sampling
Choice of data analytical techniques
W16 Data Collection and Data Analysis
Data collection
Data Analysis
Data presentation and Interpretation
W20 Analysis and Discussion
Analysis and discussion of the findings
Reflection on the outcomes and methods used
Recommendations for improvement
W23 Report writing
Writing-up the report in appropriate format
Presentation in right media
W24 Presentation of the project outcomes to the intended
audience

Research Ethics Approval Form
All students conducting research activity that involves human participants or the use of data
collected from human participants are required to gain ethical approval before commencing their
research. Please answer all relevant questions and note that your form may be returned if
incomplete.
For further support and guidance please see your respective Unit Tutor.
Before competing this form, we advise that you discuss your proposed research fully with
your Unit Tutor. Please complete this form in good time before your research project is
due to commence.
Section 1 Basic Details
Project title: EVALUATE THE CUSTUMER SERVICE PLANNING PROCESS IN Hotel Marriott.
Research aim and objectives:
Student name:
Student ID Number:
Programme:
College:
Intended research start date:
Intended research end date:
Section 2 Project Summary

Please select all research methods that you plan to use as part of your project:
(Copy and paste the tick where applicable)
Interviews:
Questionnaires:
Observations:
Use of Personal Records:
Data Analysis:
Action Research:
Focus Group:
Other (Please specify):

Section 3: Participants
Please answer the following questions, giving full details where necessary.
Will your research involve human participants?
Who are the participants? Tick all that apply:
Ages 12-16: Young People aged 17-18:  Adults: 
How will participants be recruited (identified and approached)?
By conducting the interview process to gather potential knowledge and skills in order to remain
competitive in the marketplace. By using the various methods such as email by which
researcher give potential knowledge to the participants to gain potential outcomes.
Describe the processes you will use to inform participants about what you are doing:
How will you obtain consent from participants? Will this be written? How will it be
made clear to participants that they may withdraw consent to participate at any time?
The knowledge and information should be collected by using the various methods such
as email and other kind of modes to transmit knowledge. In studies involved the
questionnaire to gather potential outcomes.
Studies involving questionnaires: Will participants be given the option of omitting
questions they do not wish to answer?
Yes:  No: 
If No please explain why below and ensure that you cover any ethical issues arising from
this
Studies involving observation: Confirm whether participants will be asked for their
informed consent to be observed.
Yes:  No: 
Will you debrief participants at the end of their participation (i.e. give them a brief
explanation of the study)?
Yes:  No: 

Section 4: Data Storage and Security
Confirm that all personal data will be stored and processed in compliance with the Data Protection
Act (1998) Yes:  No: 
Who will have access to the data and personal information?
During the research:
Where will the data be stored?
Will mobile devices such as USB storage and laptops be
used? Yes: No: 
If yes, please provide further details:
After the research:
Where will the data be stored?
How long will the data and records be kept for and in what
format? Will data be kept for use by other researchers?
Yes:  No: 
If yes, please provide further details:

Section 5: Ethical Issues
Are there any particular features of your proposed work which may raise ethical concerns?
Yes:  No: 
If so, please outline how you will deal with these:
It is important that you demonstrate your awareness of potential risks that may arise as a result of
your research. Please consider/address all issues that may apply. Ethical concerns may include, but
are not limited to the following:
• Informed consent.
• Potentially vulnerable participants.
• Sensitive topics.
• Risks to participants and/or researchers.
• Confidentiality/anonymity.
• Disclosures/limits to confidentiality.
• Data storage and security, both during and after the research
(including transfer, sharing, encryption, protection).
• Reporting.
• Dissemination and use of your findings.

Section 6: Declaration
I have read, understood and will abide by the institution’s Research and Ethics
Policy: Yes:  No:
I have discussed the ethical issues relating to my research with my Unit Tutor:
Yes:  No: 
I confirm that to the best of my knowledge:
The above information is correct and that this is a full description of the ethics issues that may arise in the
course of my research.
Name: .....................................................................................................................................................................
Date: ...................................................................................
Please submit your completed form to ......................................................................................................................................................................