Hospitality/Tourism

SHORT PAPER.
Prepare and answer to the following using 3-5 double-spaced pages in APA format:
1.

Discuss the following statement. “The vast majority of all problems in a hospitality or tourism operation are caused by management; not by the employees. “ Do you agree? Disagree?
2.
Recall the last time you visited a hotel or restaurant as a guest. What moments of truth do you recall? What impact did they have on your overall impression of the operation?