Recall a particular enjoyable guest experience and a disappointing guest experience. ( 2.1 What were...

Recall a particular enjoyable guest experience and a disappointing guest experience. (

2.1 What were the significant events or the so called moments of truth in each experience?

2.2 How do these experiences relate to managing the guest experience in the hospitality organizations?

Expert Solution

2.1 Significant moments of truth in enjoyable guest experience is doing joint activities together like playing games. It increases the pleasure of the company and helps in bonding by participating in joint activities.

Significant moments of truth in disappointing guest experience is inadequate arrangements for guest stay including food and accommodation. It created discomfort and embarrassment in front of the guests as there were not enough preparations.

2.2 These experiences relate to managing the guest experience in the hospitality organisation as it gives idea about the factors that cause enjoyment or disappointment in particular situation. Identifying common interests and guest's preferences help in creating enjoyable moments. Fun activities help in entertainment of guests and giving them a chance to relax.

Events like not having enough arrangements for the guests creates a discomfort and disappointment for guests. It is important to ensure in hospitality organisations that there are proper arrangements for the guests with adequate food and accommodation so that the guests are comfortable. Doing advance bookings help in ensuring that there are no problems for the guests.

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