The handling of nonroutine transactions separate excellent hospitality companies from mediocre ones. Discuss this statement.

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Expert Solution

Most companies can perform routine transactions well. Problems usually occur when something nonroutine occurs. For example, a guest complains because of noise in the room next door, or a meeting planner wants a room set-up changed at 6:30 a.m. for a meeting that starts in an hour. Many businesses fail to satisfy guests when nonroutine transactions occur. Excellent companies handle nonroutine transactions well, and therefore make positive impressions on their guests.

Routine transactions handled well; challenges arise with nonroutine instances, where exceptional service impresses guests.

Junaid answered 7 months ago

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