Write your personal reflection (four pages)
oHow the company’s leadership is different from other hospitality businesses? (one page)
oHow the company cares for internal customers (=employees)? (one page)
oHow the company serves external customers? (one page)
oHow will you apply what you learned from this book into your future professional life? (half page)
oWhat is your own definition of “Service Management”? (half page)

Double-spacing, all pages numbered, correct spelling, and good grammar 12 font size,
40% Personal reflection of a book, Four Seasons: The Story of a Business
Philosophy
30% Detail in expressing issues, concisely and accurately
20% Quality of written expression including grammar
10% Your own definition of “Service Management”