1. Discuss the pros and cons of Christy’s development of the comment card.
2. Describe the potential problems associated with involving the housekeeping staff to collect the comment cards.
3. With regards to three expectation questions that address the guest’s experience:
(1) What information can Christy learn from these three questions;
(2) What additional information would be helpful to improve the level of service provided by the hotel; and
(3) How can this additional information be collected?
4. Christy also collected information pertaining to the hotel’s services and guest rooms. (1) What information can Christy learn from these questions;
(2) What additional information would be helpful to improve the level of service provided by the hotel; and
(3) How can this additional information be collected?

Christy Kelley moved from Boston, Massachusetts, to take over as the general manager of The Crestwood Inn located in Lexington, Kentucky. Previous to her new job at The Crestwood, Christy had been the assistant general manager of a large chain hotel in the downtown area of Boston. She had grown tired of the harsh winters and fast pace of the Northeast, and felt it would be a welcome change to move to a warmer climate and a much more relaxed atmosphere. Christy had worked for the large chain for several years, starting in the management training program and working her way up eventually to assistant general manager to her new position as general manager of the inn.