The Hospitality and Tourism Industry

“The Hospitality and Tourism Industry (20 points)” Please respond to the following:

The Hospitality and Tourism Industry provides an intangible guest experience. Name three intangible guest experiences in the Hospitality and Tourism Industry, and judge how these experiences affect a guest’s satisfaction.
“Moments of Truth” are very important to the overall guest experience. Describe a time when you had a positive moment of truth and a negative moment of truth as a guest. Describe how the negative experience could have been improved.