Marriott hotels are noted for their fantastic service. Their motto is "Ladies and gentlemen serving ladies and gentlemen." To build and maintain this level of service, which of the following guidelines should managers follow?
A) precisely defining employees' normal job requirements and ensuring they perform those actions
B) giving service-contact employees continual training on product knowledge, listening, and other behavioral skills
C) designing jobs with rigid rules and procedure that employees should stick to in order to satisfy customers
D) preserving the discretion to make day-to-day decisions on job-related activities at the top level of management

Question

Quizplus · Accepted Answer

To maintain a high level of service, managers should invest in continual training for service-contact employees, including product knowledge and behavioral skills. This enables employees to provide personalized, attentive service to customers, which is essential to Marriott's "Ladies and gentlemen serving ladies and gentlemen" motto. Precisely defining job requirements and designing jobs with rigid rules limit employees' flexibility and may hinder their ability to offer exceptional service. Preserving top-level management's discretion may lead to inconsistency and create confusion for employees.

Marriott Hotels Are Noted for Their Fantastic Service