This free survey is powered by
  1. Surveys
  2. 2013
  3. February
  4. T
  5. Thesis
0%
Exit Survey
 
 
Dear Participant,

I am a senior at Endicott College currently working on my Senior Thesis. I would truly appreciate it if you could take the time to complete my survey on Management’s Role in Ensuring the Consistent Delivery of Customer Service in Luxury and Upscale Hotels. I am sending this survey to various hotels and departments in Boston, and your input would be extremely helpful. The survey is short and will take less than five minutes.

Your participation in the study, while completely voluntary will be essential to the success of this study. All responses are completely confidential. Your answers will only be used in my thesis project and will be coded for confidentiality. I would really appreciate receiving the survey back upon completion to begin analyzing the results.

If you have any questions about the survey, procedures, or the thesis project, you may contact me at the e-mail address specified below. Thank you for your time and support.

Kara Hogan
Endicott College
School of Hospitality Management
[email protected]

Please start with the survey now by clicking on the Continue button below.
 
 
 
* Gender?
 
Male
 
Female
 
 
 
* Number of years working in Industry?
 
0-5 years
 
6-15 years
 
15+ years
 
 
 
* Hotel segment?
 
Luxury
 
Upscale
 
 
 
* When hiring new employees, what is the most important personality trait/qualification you look for in a candidate?
 
Aspiration to help others
 
Ability to fit in the company's culture
 
Friendly personality
 
Years of experience
 
Other
 
 
 
 
* What do you feel is the most important aspect of service a potential candidate should possess?
 
Reliability
 
Responsiveness
 
Confidence
 
Empathy
 
Communication
 
 
 
* How strongly do you agree that employees with previous training will excel better in delivering customer service than those without training?
 
Strongly Agree
 
Agree
 
Neutral
 
Disagree
 
Strongly Disagree
 
 
 
* How important do you believe continuous training (whether weekly, monthly, or annually) is for employees?
 
Very Important
 
Important
 
Neutral
 
Not Important
 
Never necessary
 
 
 
* Please rank in order from 1-5 (1 being the strongest, 5 being the weakest) on how strongly you agree with the following statements:
All employees should receive equal and ongoing training
Employees only need to be trained when hired
Only employees in supervisory or management roles need continuous training
Only front of the house employees need continuous training
Continuous training should be optional, not mandated
 
 
 
* How strongly do you agree with the following statement
"Inconsistent service delivered to guests is the product of improperly trained employees"
 
Strongly Agree
 
Agree
 
Neutral
 
Disagree
 
Strongly DIsagree
 
 
 
* Do you give your permission for me to use this information in my study?
 
Yes
 
No
 
Thank you so much for taking the time to complete my survey. If you would like a synopsis of my results please contact me.