A gracious welcome by an employee at the hotel check-in counter is an example of:

This is the "moment of truth." These are the times at which good customer service and pleasant interactions with staff can make an experience enjoyable or it can break the trust of a customer, not to be easily repaired. Moments of truth can take place many times during an interaction or transaction, and need to be carefully monitored to make sure that the best service actions known are being taken.