Sally is a guest at a Marriott hotel.She stepped in a puddle on her way into the hotel. Her shoes were wet, and she planned to wear them to an important sales presentation that day. The hotel concierge saw the guest's unhappy face and asked if he could help. After learning of the problem, the concierge called a nearby shoe store and had a new pair sent over. Why was the concierge able to handle the situation in a manner that created customer satisfaction?
A)Marriott has a sales orientation.
B)Marriott uses knowledge management.
C)Marriott limits customer interactions.
D)Marriott empowers its employees.

Question

Quizplus · Accepted Answer

Marriott empowers its employees to handle guest issues in a way that creates customer satisfaction. In this situation, the concierge was able to take quick action to resolve the issue and provide a solution that exceeded the guest's expectations. This is a sign of employee empowerment and a customer service culture that values guest experience.

Sally Is a Guest at a Marriott Hotel