It is the basic experiences like cooking a steak correctly every time you go to a particular restaurant that compel guests to return again and again.
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Q20: "The wait" is difficult to model and
Q21: The second step in staffing is finding
Q22: The difference between what a guest expects
Q23: A particular challenge of the hospitality industry
Q24: The benchmark hospitality organizations believe that
A) Guests
Q26: The term "guest promise" specifically refers to
Q27: It is a good leader who ensures
Q28: A transformational leader makes jobs fun, fair,
Q29: Just like guests having moments of truth
Q30: Leaders establish a culture of guest-service excellence
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