This week has focused on customer service, guest relations, and human interaction in the hospitality experience. Everyone has a different set of expectations going into any situation, based on past experience and their own preferences. It is not always easy to anticipate guest needs and desires and aim to exceed their expectations.

For this discussion, provide an example of a time when you were pleasantly surprised by your interactions with someone in the hospitality industry - where they may have exceeded your expectations, dealt with a problem well, or just in general improved your mood.

Then, provide an example of a time you received not-so-great service and what that meant in terms of whether or not you would ever return to that place of business. Explain how this poor situation could have been handled better - perhaps in a way that would have made you give the establishment a second chance or even a recommendation.