Pearson New International Edition International pcl tp indd 1

Enhancing Moments of Truth
Moments of truth are opportunities that guests have to form an impression about a
lodging organization. A moment of truth may involve an employee (e.g., excellent or
rude service), but human interaction is not essential. Consider, for example, the neg-
ative impressions formed when guests walk through a hotel lobby furnished with
shabby furniture and heavily stained carpeting. Contrast this with the positive first
impressions created by a large vase of fresh, beautiful flowers at the check-in desk.
Consider also the wow factor created when one of these fresh flower stems is offered
to guests as part of the registration process.