1. Discuss the pros and cons of Christys 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 guests 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 hotels services and guest