One employee at one moment of truth cannot possibly destroy a guest's perception of an entire hospitality organization.

Question

Quizplus · Accepted Answer

While it may seem unfair, one negative experience with an employee can have a significant impact on a guest's perception of the overall organization. This is why it is important for all employees to consistently provide excellent customer service and for the organization to have effective training and monitoring in place.

One Employee at One Moment of Truth Cannot Possibly Destroy