The guest at a Marriott stepped in a mud puddle on his way into the hotel.His shoes 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 loaned the guest his shoes to wear to the meeting.The concierge was able to handle the situation in a matter that created customer satisfaction because Marriott:
A) has a sales-orientation
B) uses knowledge management
C) limits customer interactions
D) empowers its employees
E) uses interactive marketing

Question

Quizplus · Accepted Answer

Marriott empowers its employees to make decisions in order to create customer satisfaction. The concierge was able to loan his shoes to the guest, showing that he had the authority and ability to solve the problem on his own.

The Guest at a Marriott Stepped in a Mud Puddle