Description
Chapter 2:
1.Look up several hotels or restaurants on TripAdvisor and review customer comments. Do you think the managers of the company responded to the comments appropriately? Explain the reasons for your answer.
2.Discuss how the service person in a restaurant is part of the product the customer receives when purchasing a meal.
Chapter 3:
1.Find the mission statement of a hospitality or travel company on the internet. Critique the mission statement against the guidelines for a mission statement, as stated in the text.
Explanation & Answer
Attached. Please let me know if you have any questions or need revisions.
Chapter 2:
1. Managers tend to if not all the time but most of the time answer politely to both positive
and negative comments. They usually thank customers for their kind comments and
mention that they are eager to have them again. If comments are negative, managers
make sure to privately contact them and see what went wrong, apologize and make sure
to offer a free meal or free stay at the hotel if something went completely wrong.
Managers have to ...
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