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?
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 is affecting the hospitality industry in a number of different ways. Consider the lodging sector. What are some changes that technology has made in this area? 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 to make a difference in these situations?
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