-Think of a hotel stay you have had in the last five to 10 years that was especially memorable. Based on that experience, create a list of best practices concerning structure that all hotels should adopt to improve customer satisfaction.
-Think of a hotel stay you have had in the last five to 10 years that was especially memorable for all the wrong reasons. Determine what policies and / or procedures the hotel should have had in place to address the issues you encountered. Provide specific examples to support your response.