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?

Question

Quizplus · Accepted Answer

Giving service-contact employees continual training on product knowledge, listening, and other behavioral skills is important to maintain a high level of service. This helps employees stay up-to-date on the latest information and skills needed to satisfy customers. Precisely defining job requirements, designing jobs with rigid rules, and preserving decision-making at the top level of management do not allow for flexibility and judgment calls, which are often necessary for exceptional service.

Marriott Hotels Are Noted for Their Fantastic Service