Business Studies, asked by nika123, 7 months ago

1. List the significant events and the moments of truth that you have experienced. 2. How do they relate to managing the guest experience in hospitality organization

Answers

Answered by kpshroti79

Answer:

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Explanation:

In the Hospitality industry, there are a minimum of twenty or thirty moments of truth in its provision of service. A moment of truth is when an interaction occurs between a customer and the service provider that can leave a lasting positive or negative impression on a customer.

Moments of truth in a hotel, for example, will undoubtedly include (but not be limited to) booking the room, check-in, check-out, dinner reservations, dinner ordering, dinner presentation, eating (quality and quantity of food) and laundry receipt.

Understanding the moments of truth that are important to an organisation’s customers – by segment – is the key to understanding what is good customer service.

Completing customer satisfaction surveys is not a reliable way of determining moments of truth for two reasons.

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