you will look into these 5 areas of the guest experience (the cycle of service):

a) Pre-arrival: Airport pick-up request

b) Arrival: Room assignment (Check-in)

c) Arrival: Baggage Handling

d) Stay: Concierge Services

e) Departure: Bill Settlement

1. First, think of where service delivery system flaws might undermine successful operation at each of these stages.

2. Then, come up with an example for each of the 5 stages above and write a paragraph on possible troubleshooting steps to be taken in order to handle each potential failure point.