Moments of truth are:

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Moments of truth refer to guest encounters, which are interactions between a guest and a business that can significantly impact the guest's experience and overall satisfaction. These encounters can occur at any point during a guest's stay or visit, from check-in to check-out, and include interactions with staff, amenities, and facilities. Moments of truth can have a lasting effect on a business's reputation and success, making it important for businesses in the hospitality industry to prioritize guest experiences and deliver exceptional service during these encounters.

Moments of Truth Are