The guest at a Marriott stepped in a mud puddle on his way into the hotel.His pants were drenched,and he had planned to wear them to an important sales presentation in an hour.The hotel concierge saw the guest's unhappy face and asked if he could help.After learning of the problem,the concierge used his contacts to get a rush cleaning done by a local dry cleaner.Why was the concierge able to handle the situation in a matter that created customer satisfaction?
A) Marriott has a sales orientation.
B) Marriott uses interactive marketing.
C) Marriott empowers its employees.
D) Marriott uses knowledge management.

Question

Quizplus · Accepted Answer

The fact that the concierge was able to use his contacts to get a rush cleaning done suggests that Marriott empowers its employees to go above and beyond for customer satisfaction. This is an example of employee empowerment, which is a key aspect of customer-centered companies. The other choices are not directly related to the situation described.

The Guest at a Marriott Stepped in a Mud Puddle