The Guest at a Marriott Stepped in a Mud Puddle

Multiple Choice

The guest at a Marriott stepped in a mud puddle on his way into the hotel.His pants 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 used his contacts to get a rush cleaning done by a local dry cleaner.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 interactive marketing.
C) Marriott empowers its employees.
D) Marriott uses knowledge management.