A Front Desk Clerk at a ReView Hotel Receives a Call

question 10

Multiple Choice

A front desk clerk at a ReView Hotel receives a call from a ReView Gold Rewards Member guest complaining that the wireless internet in her room is fading in and out.Without internet access,she won't be able to make her deadline for this business trip.
-Why is it especially vital to maintain this guest's satisfaction with the hotel and the front desk clerk?

• A)This guest is personal friends with one of the top executives of the ReView Hotel company and will report back to the executive if she is not satisfied.
• 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,as a member of a company rewards club,was already satisfied,enough to join the rewards program previously,so losing a previously satisfied customer would be a waste of all the previous company and staff effort to earn the customer.
• D)The hotel is priced at a high enough price point to maintain exclusivity,so all guests must be satisfied or else they would not continue to pay the high price for a room at the ReView Hotel properties.
• E)The front desk clerks is,in effect,a salesperson for the ReView Hotel,and is the only employee of the hotel with which the guest will have contact,so the guest needs to be satisfied with the clerk.