Q: I MARK YOU BRAINLIEST IF YOU ANSWER THIS ;) JUST GO ON NO. 4 1. What do you know about hospitality? How do you describe quality service? 2. List the significant events and the moments of truth that you have experienced. 3. How did they contribute to your enjoyment or disappointment? 4. How do they relate to managing the guest experience in hospitality organization
Answers
Explanation:
In some earlier studies, service quality can be defined as the extent to which the service fulfils the needs or expectations of the customers or conceptualised it as the overall impression of customers as regards the weakness or excellence of the service
The idea of “moments of truth” began with A.G. Lafley, Chairman, President and CEO of Procter & Gamble, in 2005 and initially outlined two moments. In the time since, the types of moments have expanded to accommodate the modern customer journey, which has rapidly changed through digital customer experiences and the rapid pace created by smart devices. Today, up to five different types of moments of truth can be identified in the customer journey.
If you expect life and situations to be a certain, set way no matter what happens, you are doomed to disappointment
Guest Experience is the sum total of the experiences that the guest has with the service provider on a given occasion or set of occasions.”