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Moments of truth are: • times when you hope things will work out well • guest encounters • times when a business is short staffed and barely makes it through a shift • not important in the hospitality industry

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Etiquette is about: • how we behave in a given setting • setting and achieving career goals • how we react during a stressful interview • how we handle guests who are upset

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• how we b...

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Disney __________ is a program designed for Disney managers to become acculturated and learn the Disney way.

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The __________ are the people who work inside the company and receive or benefit from the output of work done by others in the company.

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In the book, "Service America" there are two basic kinds of service. They are "Help me" and _____________. • Serve me • Talk to me • Fix it • Ignore it

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