A positive guest experience is mainly the result of

guests who have positive encounters and interactions

with employees who provide the utmost quality service.

Based on the hospitality industry you chose in

Assignment 1,identify methods, strategies, and tools

this industry uses to deliver the “wow” factor and

enhance the guest experience.
Note: ASSIGNMENT 1- The Airlines is the

Hospitality industry written on, so the focus here will be

Airlines.
Write a five to six (6) page paper in which you:
1.Describe how the industry involves the guest in order

to provide quality service.
2.Summarize two (2) service standards the industry

uses to meet customer expectations.
3.Recommend one (1) “wow” element the industry

could apply to each of the two (2) service standards in

order to make the guest’s experience more memorable.
4.Recommend at least one (1) way the industry could

better provide information to its guests.