The Guest at a Marriott Hotel Stepped in a Mud

Multiple Choice

The guest at a Marriott hotel 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 called a nearby shoe store and had a new pair sent over.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 knowledge management.
C) Marriott limits customer interactions.
D) Marriott empowers its employees.