Why Is It Most Likely Important to Maintain This Guest's

question 55

Multiple Choice

Why is it most likely important to maintain this guest's satisfaction with the hotel and the front desk clerk?

• A)The guest is visiting the ReView Hotel during the off season and is paying a below average rate for the room.
• B)The guest is already satisfied with the wireless service,so her cluster of satisfactions will be maintained if she is also satisfied with the hotel and the front desk clerk.
• C)The guest's membership in the hotel's rewards club indicates a previous level of satisfaction that should be maintained by the front desk clerk to ensure customer loyalty.
• D)The hotel maintains exclusivity through various pricing levels and room features.
• E)The clerk is the only employee of the hotel with whom the guest will have contact.

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Definitions:

Legal Obligation

A duty enforced by law, requiring an individual or entity to conform to certain actions or to refrain from certain actions.

Ethical Obligation

A moral duty that guides behavior and decision-making, based on societal, professional, or personal standards of right and wrong.

Prosecutor

A legal representative who brings charges against a suspect in a court of law and leads the case against the defendant.

Michael Nifong

Michael Nifong is a former District Attorney of Durham County, North Carolina, known for his mishandling of the Duke lacrosse case, which led to his disbarment for ethics violations.