SUBJECT : Office Administration

CANDIDATE NUMBER :
CENTER : Little London high school
CANDIDATE NAME : Abigail Williams
NAME OF TEACHER :
 INTRODUCTION

The researcher had done a research based on the attitude displayed in

the Riu Hotel. Researcher chooses a specific business place to carry
out the research. However, this does not contain any personal
information about the persons being interviewed.

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 ACKNOWLEDGEMENT

The researcher would like to thank all members of staff of the

Riu Hotel for their co-operation, the security for letting me have
access on the premises for my research, Mr James for his
guidance and everyone else who made this research a success.
Thank you.

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TABLE OF CONTENT PAGES
CRITERIA ONE
Title of project……………………………………………………… 5
Aim of Project……………………………………………………… 6
Function of Department…………………………………………… 7
Correspondence……………………………………………………. 8

CRITERIA TWO
Methodology………………………………………………………. 9
Questions for Interviews…………………………………………... 10
Questionnaire……………………………………………………… 11
Schedule of Activities…………………………………………….. 12
Regulation and Polices……………………………………………. 13

CRITERIA THREE
Findings and Limitation…………………………………………... 14
Recommendation…………………………………………………. 15
Impact on Office Equipment Used……………………………….. 16
Bibliography……………………………………………………… 17

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 Title of Project
Topic: An investigation into the attitudes of the receptionist towards
guests at the Riu Hotel.

5
 AIMS
1. Explore how having good relationship with guest can be
beneficial.
2. How to display proper attitude towards the guest will affect your
job.

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 FUNCTIONS OF DEPARTMENT

The receptionist answer visitor’s enquiries about a company

and its products or services.
Receptionist answer phones, accept the mail and courier
deliveries, schedule meeting travel arrangements.

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 Big Bridge

Little London P.O

Westmoreland
Jamaica

October 15, 2017

The Receptionist
Riu Hotel
Normally Bolivar
Kingston
Jamaica

Dear Sir/James:
Good Morning, hope the business is going well.
My name is Abigail Williams, a student from The Little London
High School in Westmoreland. I am currently doing a research project
on how the correct/incorrect skills, attitudes and attributes possessed
by an employee impact interpersonal relationship in the workplace
and I chose your organization to carry out this research.
I chose your company because I find it more suitable for topic and
aims since you have over 45 clients each day. It would be an honour if
you accept me to do my research at your organization for my school
based assessment. So I’m asking permission if you could allow me to
complete my investigation at your organization.
If you decide to let me visit your firm you can contact me by email at
abby12@yahoo.com and by my telephone 18768275432.
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I’m looking forward to your response soon, please have a wonderful
day. Thank you.

Yours Sincerely,

……………………

Abigail Williams

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 METHODOLOGY

Here is where I met with the supervisor of the Human Recourse

Department who introduced me to some guests and staff member
where buy I began my investigation.

Questionnaires were later given out to gather information. A

questionnaire assisted me of gather my information. Each person
was given a questionnaire on the 19 of November 2017 that should
be completed and return to me within three (3) days.

There was a maximum of 20 questionnaires handed out to 20

guests including the supervisor of the Human Resource
Department.

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 QUESTIONS FOR INTERVEIW

1. How long have you been working at Riu Hotel?

......................................................
2. Have you ever heard of any guests talking about an employee
being disrespectful to him/her?
……………………………………………………………
3. If a guest displays an inappropriate behaviour, towards you
would you react back the same way to him/her?
.............................................................................
4. How would you describe the employee’s attitude on a daily
basic? ..................................................................................
5. Have you ever been rude to any of your guest?
……………………………………………….
6. If a guest tries to disrespect you, what would you do?
……………………………………………………….

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 Questionnaire

1) What is your role in the workplace?

..............................................................................................
2) How long have you been working at Riu Hotel?
............................................................................
3) Have you ever been rude to any of your guest?
…………………………………………………
4) Describe your relationship with the customer?
...........................................................................
5) How would you describe your staff member’s attitude on a
daily basis?
……………………………………………………….
6) Would you report on your co-worker if he/she dis plays
inappropriate behave towards a guest? ….................
7) Describe the working attitude in the workplace.
…………………………………………………..

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 Schedule of Activities

Dates Activities Comments

November 17, 2017 Visited Riu Hotel and Guests and member
met with the supervisor of staff greeted me
of the Head Recourse with a warm
Department where he welcome. They
introduced me to staff were so charming.
member.
November 20, 2017 Started my Some of the workers
investigation. Viewed seemed not to be
how the workers go interested while the
about doing their job. others are trying to
complete their tasks.
November 21, 2017 Examined the workers The facility needed
condition of Riu Hotel. more equipment like
table and chairs.
November 22, 2017 Spoke with some guest Most of the guests
and question them about stated that Riu Hotel
the service they got at displays good
Riu Hotel. attitude towards
them.
December 11, 2017 Staff members were Some staff members
asks what their said that guests
experience with guests understood and
is like. cooperative with the
situations occurred.
December 14, 2017 Had a talk with Human He explained that
Recourse Department staff member
about staff members. sometimes tend to
very talkative
among each other
and not with guests.

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December 17, 2017 Gave out questionnaires They accepted and
to person within Hotel. went alone and start
answering them.
December 19, 2017 Ask Human Recourse He escorted me in
Department for his office and
regulation and policies handed me the
governing the Hotel. documents.
December 20, 2017 The security was asked visitors are required
what the requirement of to report to the
guests is when they security to log their
arrive at Riu Hotel. presence

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 Regulation and Polices

One piece of legislation governing the workplace is referenced:

 Human Recourse Policies and Procedure Manual.

The candidate became aware after discussing with the Head of

Department a major legislation that governs their behaviour. He
indicate that the above mentioned was a very important
legislation.

One of the safety practices observed when carrying out the

project is that all visitors are required to report to the security to
log their presence. They would be given a visitors pass to get
access on the property.

One staff rule the candidate had to comply carrying out the
project is that the candidate must not touch the equipment in the
workplace without authorization.

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 Findings and Limitation
While carrying out the research found out that on Wednesday

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