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:

Managing

The process of planning, leading, organizing, and controlling resources, such as human capital and financial assets, to achieve organizational objectives efficiently and effectively.

Corporation

A legal entity that is separate and distinct from its owners, providing limited liability to its shareholders.

The Board of Directors

A group of individuals elected by the shareholders of a corporation to oversee and make decisions on behalf of the corporation.

Partnership

An officially authorized business partnership in which two or more persons co-manage the operation and profit-sharing.