Traditional Culture Encyclopedia - Hotel accommodation - Hotel service critical moments

Hotel service critical moments

What is a "critical moment"? "Moment of Truth" (MOT) was coined by Jan Carlson, President of Scandinavian Airlines (SAS). He believes that: Any time a customer comes into contact with any aspect of a business, no matter how small, it is an opportunity to form an impression, and the company's employees bring the company's image to life at this specific moment. in front of customers.