Chapter 3 Essay Questions [HOMP 1]

Pre-arrival is very important to the success of any business. Explain why.

Lost guest loyalty equals lost business; it is the responsibility of every employee to send departing guests away with only the very best experiences and stories to share with family and friends. List 5 things a guest should never think, feel or say to themselves or others about their stay.

Departure is the time when you have a chance to form a strong bond with your guest. How is this accomplished?

What is the idea behind the guest concept?

Respecting and valuing the diversity of today’s traveling public can be complicated. What two pieces of information will allow you the opportunity to balance the items the guest is seeking with what is actually available.