Your Opinion Counts 1. What do you think would be the definition of excellent service at the time of check-in (a) at a motel on the highway (b) at a full-service Ritz-Carlton hotel? 2. Consider the following statement that is repeated from the chapter: "The majority of all problems in a lodging property are caused by the manager-not by the employees. Do you agree? If you currently hold a job in the hospitality industry, what would your manager think about this statement?|| 3. Assume that you are a hotel manager who is very concerned about providing quality guest service. List three critical topics you would discuss in a guest service training session presented to all new employees at the time of their orientation. 4. Sometimes even very good employees are reluctant to change. Assume, for example, that a specific housekeeping procedure had been utilized for many years at a property. A change is necessary because of numerous guest complaints. What tactics could you, as a manager, use to reduce the employees' resistance to change as the new procedures are implemented