1. How is globalization affecting the hospitality industry? Give specific examples of some of

the changes.

2. Why is service such an important part of the hospitality and tourism industry? Provide and

evaluate an example of good service and an example of poor service.

3. What are three historical events or aspects that influenced the hospitality and tourism

industry? Describe how these events or changes influenced the industry.

4. Technology has impacted, and continues to impact, the hospitality and tourism industry in a number of different ways. Consider the lodging sector. What are some specific ways

that technology impacted this sector? What are the advantages and disadvantages of

these changes?

5. Imagine that you are the general manager of a hotel. What "moments of truth" would exist

for your hotel? What could you do ensure that these moments always leave a positive

impact on the guest?