Samenvatting

This qualitative research has been executed for Soy Hospitality with the aim of understanding the opinions, ideas and feelings about the provided service by the hospitality employees of Soy Hospitality. Besides that, it aims to discover ways in which the service could be improved. It turned out that communication, serving techniques and knowledge are the main points that should be improved in order to upgrade the service. The results of the research have been obtained by performing interviews and mystery visists.