- 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.
Vacation Ownership (a.k.a. time-shares) has seen resurgence in popularity in the past few years. Compare the pros and cons of vacation ownership, and make an overall judgment. Provide specific examples of vacation ownership organizations and some of the services that they provide to support your response.
- Hotel developers have been much more environmentally sensitive in the past decade. Design a list of five or six environmentally friendly hotel amenities that hotel developers should be incorporating in all new hotel builds. Explain your rationale.