Every Functional Area in a Marriott Hotel Operates Under Standard

question 26

Multiple Choice

Every functional area in a Marriott Hotel operates under standard operating procedure manuals where all processes and services are carefully documented.Housekeepers,for example,must perform 64 required steps in cleaning a room.These specific guidelines result in uniformly clean rooms anywhere in the Marriott Hotel chain.By having specific guidelines for cleaning a room,Marriott is avoiding one of the problems associated with:

• A) Inadequate management of service promises
• B) Over-promising in advertising and personal selling
• C) Inadequate external marketing communication
• D) Inadequate interactive marketing communications
• E) Inadequate internal marketing communications

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Definitions:

Insightful

Having or showing an accurate and deep understanding; perceptive.

Availability Heuristic

A mental shortcut that relies on immediate examples that come to a person’s mind when evaluating a specific topic, concept, method or decision.

Planning Fallacy

The tendency to underestimate the time, costs, and risks of future actions and at the same time overestimate the benefits of the same actions.

Intelligence

The ability to learn from experience, solve problems, and use knowledge to adapt to new situations.