Chapter 4 – Managing the Guest Experience Cycle


1. Describe why modeling inclusive behavior is an important skill for hospitality and tourism managers.
2. Identify how managers should apply property standards to the guest experience.
3. Identify the role of Guest Service Measurement (GSM) in managing the guest experience.
4. Explain how a manager leads a GOLD guest service team.
5. Describe the benefits of green practices and the role hospitality and tourism managers play in implementing them.