The Marriott Hotel Introduced Express Check-Out Service in Response to Customer

question 42

Multiple Choice

The Marriott Hotel introduced Express Check-Out service in response to customer frustration at waiting in long checkout lines. A guest's credit card receipt and hotel bill is left under his or her room door the morning of his or her scheduled departure. After checking the accuracy of the bill the guest simply leaves his or her room key in the room or in one of the key drop boxes at the front desk before leaving the hotel. Marriott's Express Check-Out allows the hotel to engage in:

• A) Mass customization
• B) Mass marketing
• C) Niche marketing
• D) Focused marketing
• E) Transactional marketing

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Definitions:

Non-verbal Symbols

Means of communication without the use of spoken language, such as gestures, facial expressions, and body language.

Verbal

Relating to words, especially spoken ones, as opposed to non-verbal communication such as gestures or facial expressions.

Listening Skills

The ability to accurately receive and understand messages during the communication process, essential in effective interpersonal interactions.

Communication Skills

The ability to convey or share ideas and feelings effectively through verbal and non-verbal methods.