Sally Is a Guest at a Marriott Hotel

Multiple Choice

Sally is a guest at a Marriott hotel.She stepped in a puddle on her way into the hotel. Her shoes were wet, and she planned to wear them to an important sales presentation that day. 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 manner 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.