Casa do pao de queijo

OFFICIAL DATE STAMPOffice use only |

James Cook University Brisbane
Cover Sheet for Assignments

School of Business - James Cook University
Cover Sheet for Assignments

Subject Code | BX3042 | Subject Name | Service Quality Management | Due Date | 24/09/2012 | Lecturer’s Name | Ric Pafumi | Tutor’s Name | | Student Family Name | Student Given Name JCU Student Number | 1.Neves de Queiroz | Anna Carolina | 1 | 2 | 7 | 6 | 6 | 8 | 0 | 8 | 2. Takasawa | Aiko | 1 | 2 | 7 | 4 | 2 | 2 | 2 | 1 | 3. Liu | Yisi | 1 | 2 | 2 | 8 | 2 | 3 | 2 | 1 |

Declaration

1) This assignment is my/our original work and no part has been copied from any other person’s work or from any other source except where acknowledgement has been made. 2) I/We hold a copy of this assignment and can produce a copy if requested. 3) This assignment has not been written for me/us by any other person. 4) This work has not been submitted for any other course/subject. 5) This work may be photocopied and/or communicated for the purpose of identifying plagiarism. 6) I/We give permission for a copy of this marked assignment to be retained by the School of Business for the purpose of course reviews by external examiners.

Information on how to avoid Plagiarism can be found at: http://www.jcu.edu.au/student/assessment/plagiarism/index.htm Student Signature(s)

Signed 1: _Date: / /_ Signed 4: Date: / /

Signed 2: _Date: / /_ Signed 5: Date: / /

Preface

Dear Client,
Please find attached report of Service Quality Management for Hotel Florence located at Magnetic Island, Queensland-Australia.

Executive Summary
This report aims to provide recommendations and to develop a Performance Excellence plan for Hotel Florence a 3.5 star family resort located at Florence Bay Magnetic Island, Queensland Australia.
Due to its proximity with land, Magnetic Island is a well developed island with good