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:

Cartons

Containers or boxes, typically made from cardboard or plastic, used for transporting or storing goods.

Crisis Management

The process by which a business or organization deals with a disruptive and unexpected event that threatens to harm the organization or its stakeholders.

Formal Programs

Structured and officially sanctioned plans or initiatives designed to achieve specific goals within an organization, such as training employees or improving processes.

Nonprogrammed Decisions

Are created to deal specifically with a problem at hand.