San Francisco State University HTM 515 - Final Paper/Project Format/Rubric – On Line Purpose/scope - The final analytical research paper/project is intended to engage students in a real-world issue pertaining to your respective internship. The paper’s general topic will be determined and agreed to by the intern supervisor and student. The topic should be beneficial to the company and educational to the student. Once the general topic is determined, the student is expected to define the research problem (problem statement), collect the necessary data, and report on the findings. The length of the paper is not specified; however, quality is preferred over quantity. It is expected that papers should be at least 15+ pages long (not including cover page, references, or appendices). Finally, it is required that the paper/project and findings will be presented to the internship supervisor by the student. Tutorial – For more information about the research paper, please see the online video tutorial on iLearn. Format – The final paper/project format should be double-spaced using 12-point Times New Roman font with 1” margins. Final documents for upload/submission must be MSWord or PDF. The length of the paper is not specified however, the minimum length should be at least 15+ pages long (not including cover page, references, or appendices). Content, structure, writing logic/flow, spelling and grammar will be graded as part of your final grade (see assessment rubric). Final Paper Structure – The final paper MUST include the bolded section headings as directed and be organized in the following manner: 1. Cover/Title Page – Title of the paper, course name and number, semester year, student name and identification number and instructor’s name. 2. General Topic and Research Question – Two statements identifying and articulating the topic and research question. 3. Abstract – Brief summary of the research paper – 250 words or less. 4. Introduction/Background and Statement of the Research Problem a. Introduction – Provide the reader with a description and background of the topic that is being researched. Give a contextual backdrop to why this is an important issue to be addressed. For example, what are competitors doing? What is the marketplace currently doing or headed? What happens if this isn’t addressed? How important, influential, or popular is this problem? Would research findings lead to some useful change in best practice? If a study, for instance, is researching management stress in a hotel, why is this needed? Is there turnover? Low morale? Answer the “So what?” question, why is this topic worthy of investigating. b. Statement of the Research Problem – Provide a brief discussion of the specific topic that will be investigated and addressed and why it is important. (e.g., What is the problem? Why is this problem worth investigating? Be clear about the problem statement and most importantly expla.

1. San Francisco State University
HTM 515 - Final Paper/Project Format/Rubric – On Line
Purpose/scope - The final analytical research paper/project is
intended to engage students in a real-world
issue pertaining to your respective internship. The paper’s
general topic will be determined and agreed to by
the intern supervisor and student. The topic should be beneficial
to the company and educational to the
student. Once the general topic is determined, the student is
expected to define the research problem
(problem statement), collect the necessary data, and report on
the findings. The length of the paper is not
specified; however, quality is preferred over quantity. It is
expected that papers should be at least 15+ pages
long (not including cover page, references, or appendices).
Finally, it is required that the paper/project and
findings will be presented to the internship supervisor by the
student.
Tutorial – For more information about the research paper,
please see the online video tutorial on iLearn.
Format – The final paper/project format should be double-
spaced using 12-point Times New Roman font
with 1” margins. Final documents for upload/submission must
be MSWord or PDF. The length of the paper
is not specified however, the minimum length should be at least
15+ pages long (not including cover page,

2. references, or appendices). Content, structure, writing
logic/flow, spelling and grammar will be graded as
part of your final grade (see assessment rubric).
Final Paper Structure – The final paper MUST include the
bolded section headings as directed and be
organized in the following manner:
1. Cover/Title Page – Title of the paper, course name and
number, semester year, student name and
identification number and instructor’s name.
2. General Topic and Research Question – Two statements
identifying and articulating the topic and
research question.
3. Abstract – Brief summary of the research paper – 250 words
or less.
4. Introduction/Background and Statement of the Research
Problem
a. Introduction – Provide the reader with a description and
background of the topic that is being
researched. Give a contextual backdrop to why this is an
important issue to be addressed. For
example, what are competitors doing? What is the marketplace
currently doing or headed?
What happens if this isn’t addressed? How important,
influential, or popular is this problem?
Would research findings lead to some useful change in best
practice? If a study, for instance,
is researching management stress in a hotel, why is this needed?
Is there turnover? Low
morale? Answer the “So what?” question, why is this topic

3. worthy of investigating.
b. Statement of the Research Problem – Provide a brief
discussion of the specific topic that
will be investigated and addressed and why it is important.
(e.g., What is the problem? Why is
this problem worth investigating? Be clear about the problem
statement and most importantly
explain why the study is needed and valuable.
5. Manuscript Body
a. Literature Review – Provide an in-depth analysis of what
currently is or has been written
about this topic. Students are expected to provide a variety of
sources including but not
limited to academic journals, textbooks, industry publications,
internal company documents,
etc. All sources must be cited.
b. Methodology/Data Collection – A discussion of how you
went about approaching and
solving the problem or research project. In other words, how did
you collect the data you
needed to analyze for the project? This section, for example,
should included details on what
type of survey you conducted including where you found the
survey instrument and/or how
you collected data, etc. Tables, charts and figures are strongly
encouraged to demonstrate your
data.
c. Analysis and Results – A presentation of the factual (truth

4. and facts – not opinion)
information you found regarding the problem to be solved or the
research project. For
example, the data showed that 22% of customers preferred the
old menu design versus the
new menu design. Tables, charts and figures are strongly
encouraged to demonstrate your
data.
d. Discussion, recommendation and conclusions – This section
wraps together the entire
research document. Here you will relook at the research
question, literature, data collection
and results and provide a discussion of the study. Moreover,
given the findings of fact, what
are your conclusions as to what the underlying topic are, or
conclusions as to the research
project? How would you address the research questions given
the study’s results? What are
your specific recommendations to solve the problems or achieve
the objective of the research
study? What were the strategic alternatives that might have been
used to solve the problem or
research project? What alternative(s) did you decide to use and
why? What could future
study’s do to address this topic more thoroughly?
6. References – 3-5 references minimum but more are expected.
Please provide a reference section
when you cite any source in your paper. Plagiarism is not
acceptable and is grounds for failure. All
citation and references should follow the APA format. Please
see
(http://owl.english.purdue.edu/owl/resource/560/01) or
(www.apastyle.org) for exact specifications.

5. 7. Tables, figures, and appendix (provided within the
manuscript body or here as needed)
Research Paper Grading Criteria/Rubric – The final paper will
be graded using the assessment rubric provided.
Nine (9) criteria are used in the grading of each research paper
using an Unacceptable, Acceptable, and Exemplary
scale:
1. Research Question; Problem/purpose statement; point of view
established
2. Sense of audience
3. Organization and development
4. Knowledge, Comprehension, Understanding & Support of
topic
5. Data Analysis; Evaluate information and its sources critically
6. Application
7. Conclusion
8. Grammatical structure, sentence formation
9. Citation of secondary sources
10. Additionally, feedback (comments and grade A, B, etc.) by
your supervisor will also be used to determine your
grade. Students are required to present their findings to their
supervisor during the semester.
Turnitin.com Requirement
1. All final papers must be uploaded and submitted through
Turnitin.com link on iLearn for plagiarism and
grammar checks. Final documents for submission must be

6. MSWord or PDF.
2. Directions and feedback: http://at.sfsu.edu/support/how-
submit-turnitin-assignment
3. The paper must be uploaded and submitted to Turnitin.com
no later than the final packet due date outlined on
the course schedule. You can review the Turnitin feedback and
make changes to your paper prior to the due
date.
4. Turnitin Helpful links:
a. To view you Turnitin Originality Report clink on the
directions link: http://at.sfsu.edu/support/how-
view-your-turnitin-originality-report
b. Student Training – About Originality PDF -
http://turnitin.com/en_us/training/student-training/about-
originalitycheck
c. Viewing originality reports:
http://turnitin.com/en_us/training/student-training/viewing-
originality-
reports
5. Cheating and Plagiarism/Self Plagiarism: See course syllabus
for strict rules and guidance on cheating and
plagiarism/Self-Plagiarism. This class has a zero-tolerance
policy towards cheating behaviors.
Plagiarism/Self-Plagiarism is a specific form of cheating which
consists of the misuse of the published and/or
unpublished works of others or self by misrepresenting the
material (i.e., their intellectual property) so used as
one’s own work. Penalties for cheating and plagiarism range

7. from 0 or F on a particular assignment, through
an F for the course, to expulsion from the university. For more
information on the University’s policy
regarding cheating and plagiarism, refer to the University
Office of Student Conduct (‘Polices and
Regulations’).
Hospitality & Tourism Management
HTM515 Internship Research Paper/Project
Assessment Rubric
9/2019
Criteria Unacceptable (U) Acceptable (A) Exemplary (E)
Research Question;
Problem/purpose
statement; point of view
established
Vague/ inconsistent
statement of purpose
Able to identify a problem/issue,
clearly define a problem/issue,
and dissect the problem/issue
into subproblems or pieces

8. Able to identify and clearly
define a problem/issue, dissect it
into sub-problems or pieces, and
formulate possible
solutions.
Sense of audience
Inconsistent sense of
audience; Uses language
inappropriate to target
audience
Conveys an accurate sense of
audience with appropriate use
of disciplinary language
Strong sense of audience
demonstrated through form and
language
Organization and
development
Some organization
evident, but inconsistent
Connects ideas within
document and to other sources
and ideas; Points are logically
developed and flow logically
from one idea to the next
Effective organization contributes
to full development of written
presentation

9. Knowledge,
Comprehension,
Understanding &
Support of topic
Demonstrates some
understanding of topic;
Does not make
connections among ideas
Beyond surface understanding;
Demonstrates facility with
topical and disciplinary
knowledge
Demonstrates disciplinary
understanding and
interconnections; makes links that
suggest discovery of new
information or new ways of
relaying information
Data Analysis; Evaluate
information and its
sources critically
Evaluates a limited
number of sources
using a restricted set of
criteria (such as survey).
Evaluates a variety of sources
that are appropriate to the
scope of the research
question using multiple

10. criteria (such as relevance to
the research question,
currency, authority,
reliability).
Evaluates a variety of sources
appropriate to the scope and
discipline of the research
question.
Application
Paper does not solve
problems to a new
situation
Paper solves problems to a
new situation by applying
acquired knowledge, facts and
techniques in a different way.
Paper solves multiple problems
in a new situation by applying
knowledge, facts and technique
in different ways.
Conclusion None or extremely weak Good summary
Reviewed main points and tied
everything together; future
directions proposed
Grammatical structure,
sentence formation
Errors in grammar,
sentence structure or
spelling

11. Uses correct grammar,
sentence structure and spelling
throughout document
Readability enhanced by facility in
language use, range of diction
and syntactic variety
Citation of secondary
sources
None; or majority are
inappropriate or
inappropriately cited;
and/or portions are
plagiarized
Most sources are appropriate
and cited adequately
All sources are appropriate and
cited completely and accurately
6-Final Paper-Project Format-On Line New.pdfAssessment
Rubric - HTM515 - Research Paper.pdf
Hospitality & Tourism Management InternshipHTM 515
Mid-Term Progress Report
Name:
Yumei Zhao
ID#:
916792206
Semester: (circle one)

12. Fall Spring Summer
Year:
2020
Company Name
Embassy Suites by Hilton
Position
Houseperson
Number of Hours Completed to Date: (out of 200 required)
50/200
1. Overall, how is your internship going thus far?(Are you
taking initiative and making a contribution? etc.)
It is good so far. Since I have been working in Embassy Suites
for a month, I already know little about how a housekeeping
department operates so far. Every day we meet lots of different
guests in the hotel. Once guests have problem, we need to solve
immediately.
2. Management’s Support of YourEfforts(i.e., has your
supervisor/manager been supportive and helpful? Is
management prepared for you each day? Is so, how; if not,
what is the biggest problem you’ve had?
Yes, my manager has been help me a lot. Every time I have
questions, she explains and helps me. For example, one day,
there was a guest complaining about the bathroom/ bathtub were
dirty, I did not know to explain to the guest, so my manager
helped me and showed me what should I do when guests
complain. And so, she prepared the job for me every single day
when I go to work.

13. 3. Discuss the functional area(s) that you are currently working
(e.g., department or area), its responsibilities and its importance
to the overall organization
My position is to deliver supplies (towels and linens) to the
housekeepers and collect all the dirty linens for laundry.
Although my position is not an ideal position, I think this is
very important position because if we do not deliver the
supplies to housekeepers on time, they will not able to finish
their room services, then the front desk is not able to let guests
check in.
4. What is the managerial structure of the department? This
should include the responsibilities of each manager/supervisor
in the functional area.
Housekeeping is an operational department in a hotel. It is
responsible for cleanliness, maintenance, cleaning rooms, public
area, and surroundings. The executive housekeeper is
responsible for managing housekeeping employees, planning
budgets, identifying cleaning needs, buying supplies and
coordinating with other departments to ensure excellent guest
service.
5. Discuss your department supervisor. What is his/her name?
What was his/her education and industry background?
My supervisor is a good and helpful person. Her name is
Amelia Adjiwibawa. She has been with Hilton for 20+ years,
started her career as HR coordinator in Chicago. She was there
for 15 years moving up through the ranks and moved to SF in
2015.

14. 6. Discuss the specific competition to your organization both
locally and nationally. This should include the names of the
business.
The Embassy Suites Hotel will compete with hotel chains in
national and local facilities, which mainly provide full-service
upscale all-suite accommodation. Due to its limited catering
business, the Embassy Suites Hotel is unlikely to compete
directly with local businesses for the public catering business.
In addition to competing with accommodation facilities that
provide services comparable to the system, you can also
compete with accommodations designed to serve specific market
segments and meet specific accommodation needs.
7. Could you see yourself working for a company like this? Yes
or No? And Why?
Yes, I also see my ability about swift problem-solving,
communication, humility, and about how people act when
they’re like monsters and how to keep a smile on my face
despite that.
8. What is the current status of your project in these areas?
a. Your Project Title: Housekeeping’s impact on guest brand
image and satisfaction
b. Obtaining Data for the Research (i.e., what have you been
able to do so far?)

15. Service quality has a positive effect on customer satisfaction.
The current research is qualitative in nature, and therefore the
method of content analysis was adopted to review the related
literature and simultaneously to analyze the influence of
housekeeping service quality on the brand image and
satisfaction of guests in the hospitality industry.
c. How far along are you in preparing and writing your
project/paper?
Customer satisfaction is important because it provides
marketers and business owners with a metric that they can use
to manage and improve their businesses.
The hotels must create a better image in the minds of the guests
by increasing their comfort levels to increase repeat patronage.
This will help the hotels to flourish by increasing their
profitability and overall positive impacts on the economy as
well. The study should include service quality and guest
satisfaction.