FOR AMANDA SMITH ONLY

"The Hospitality and Tourism Industry- Please respond to the following:

· The Hospitality and Tourism Industry provides an intangible guest experience. Name three intangible guest experiences in the Hospitality and Tourism Industry, and judge how these experiences affect a guest’s satisfaction.

· “Moments of Truth” are very important to the overall guest experience. Describe a time when you had a positive moment of truth and a negative moment of truth as a guest. Describe how the negative experience could have been improved.