Describe the Moments of Truth in the hotel setting and give two examples.

Please comment on two of following post, if you agree or disagree, please explain why.

Ron Post 1:

Moment of Truth - Is any point during a hotel visit and when the guest has an opportunity to form a positive or negative impression of the hotel. These two examples can be things such as...

1. Dinner presentation - When the guest orders food to their room and the presentation counts on how the food comes out.

2. Booking of rooms - either check-in or check-out the quality and speed of the service that is being done when attending the guest.

Lin Post 2 :

Moment of Truth: A customer comes into contact with any aspect of the company however remote, and thereby has an opportunity to form an impression.

o When a potential guest calls and asks to speak with Ms. General Manager and the switchboard operator answers, who is that? The guest will expect the same kind of careless, impersonal treatment when (or, if) he or she decides to stay at the hotel.

o The guest who is crammed into an elevator with half the housekeeping crew, their vacuum cleaners, and bins of soiled laundry will not feel welcomed. All these impressions make the guest feel service at this hotel is mismanaged.