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Discussion: The Hospitality and Tourism Industry (20 points)

· 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.

"Definition of Service"

· State your personal definition of service, and give an example of a time when you received quality service and an example of when you did not receive quality service. Determine what they could have done to correct the quality of service.

· Hospitality professionals often state that exceeding guest expectations is a significant part of their organization’s mission. Identify three ways to determine guest expectations and how the manager would know when those expectations have been exceeded.