Problem
Offer your description or definition of excellent service at the time of check-in for: at a motel on a highway? at a full service Ritz-Carlton Hotel? Consider the following statement that is repeated from the chapter: " The majority of all problems in a lodging property are caused by the manager - not by the employees." Do you agree or disagree? If you currently hold a position in the hospitality industry, what would your manager think about that statement? Assume you are a hotel manager who is very concerned about providing quality guest services. List three critical topics you would discuss in a guest service training session presented to all new employees at the time of their orientation.