When Dr. Horton checked in at the Ritz-Carlton, it was 3 a.m. He had been traveling for over twelve hours and was exhausted. His suit, which he needed for a speech that morning, looked like he had slept in it. Karen, the night clerk, offered to find a 24-hour dry cleaner and have the suit cleaned while Dr. Horton got a few hours of sleep. Karen's actions are an example of
A) the variability associated with service quality performance.
B) empowering employees to meet customers' needs.
C) procedural fairness.
D) specific service standards.
E) public relations to increase puffery.

Question

Quizplus · Accepted Answer

Karen's actions demonstrate an example of empowering employees to meet customers' needs. She went above and beyond to find a solution that would make Dr. Horton's stay more comfortable and meet his needs, even outside of regular check-in procedures. This showcases the importance of enabling employees to have the authority and flexibility to take action to improve the customer's experience.

When Dr Horton Checked in at the Ritz-Carlton, It Was 3