The assessment aim is to provide the student with an opportunity to

demonstrate an in-depth critical understanding of the related topics discussed

during this module. The topic of this assessment is:

“Delivering a WOW experience to hospitality guests in a multicultural



You are part of the operational team on board a ship from a cruise line. Pick

“Wonder of the Seas”, the newest and major vessel from Royal Caribbean or

“MSC Grandiosa”, the largest vessel from MSC Cruises. These cruises have,

respectively 1700 and 2300 crew members of more than 90 different

nationalities. Your team is responsible for running 15 different restaurants and

serve more than 15,000 diners per day. More than 35% of the passengers

come from Asian countries such as Japan, China, South Korea, Singapore, and

Hong Kong. 15% of the passengers are from European countries and the

remaining 50% are American.


Your assessment task is to write a report of between 3000-4000 words addressing

the key service quality, customer experience and employee engagement issues

that are relevant to the successful operation of the ‘Ovation of the Seas’ during

this summer period. Your report should cover each of the key topic areas below

following the structure indicated:

1. Cover page

2. Table of Contents

3. Introduction

4. Delivering the Excellence Experience

5. The Challenges of Operating in a Multi-Cultural Hospitality Environment: The

Crew (Employees) Perspective (approximately 700 words)

6. The Challenges of Operating in a Multi-Cultural Hospitality Environment: The

Guest (Customers) Perspective


7. Critical Success Factors for Guests Engagement of a unique culture of excellence,

the ability to measure, manager and sustain the engagement over a long period of

time and how the brand loyalty may

8. Conclusions

Grade: Numerical: 0-100%