The mystery customer project.

Essay by mimituUniversity, Bachelor'sA-, November 2005

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This coursework is based on a research which will be performed and it will measure the degree and class of servicing that the personnel and the management are willing to do and what is actually doing. This will be done for a specific hotel and what I and my colleague have chosen is Festa Panorama in Nessebar. The way in which the research is done, is by visiting the hotel as a mystery guests.

The Bulgarian sea resorts are famous with its beautiful nature. One of these is Nessebar, which is a city with impressive history. Today Nessebar is one of the resorts most preferred by tourists and it has been most attractive ever since the beginning of the century. The constructions of the new town started at the time together with numerous rest homes, big and small hotels, and modern facilities for tourism and entertainment. The old buildings were restored and new houses in ancient style were built.

Festa Panorama is a three-star hotel and is located by the pedestrian promenade of New Nessebar, around 100 m. from the beach. The famous old town of Nessebar, with its many sights, restaurants, cafés, taverns and small shops, is a 10-minute walk away, or visitors can take the economically-priced tourist train, a favourite with children.

The new, modern, fully air-conditioned hotel offers all amenities for a relaxing holiday. It offers guests 230 rooms on 4 floors, lifts, an elegant lobby with reception and safety deposit box, bar, restaurant, Ã la carte restaurant, cafeteria, conference room, hairdresser's and Internet Corner. In the wellness area there is an indoor pool, fitness room, sauna, a beauty salon and massages. Outside in the grounds is a swimming pool with an integrated children's pool, sun terrace, sun loungers and parasols free of charge, and of course...