Determination of dimensions should incorporate the following:

• Company policy (e.g., vision, mission statements)
• Employee handbooks
• Employee training
• Customer needs and expectations
• Financial policies
• Amenities
• Promotional items
• Employee empowerment
• The importance of exceeding customer expectations
• Inclusive practices

Process/Skill Questions:

• What are some customer service policies that exist in the travel and tourism industry?
• How does exceeding customer expectations create a positive memory?
• How are all positions at a lodging dependent on one another when it comes to providing customer service?
• How do amenities create patronage?
• What are some techniques for handling customer complaints?
• How is customer satisfaction a requisite for customer loyalty?
• How does a company motivate its employees to prioritize customer satisfaction?
• What incentives should a company offer its employees to ensure they take ownership of a positive customer experiences?