The Guest at a Marriott Stepped in a Mud Puddle

question 123

Multiple Choice

The guest at a Marriott stepped in a mud puddle on his way into the hotel.His shoes were drenched,and he had planned to wear them to an important sales presentation in an hour.The hotel concierge saw the guest's unhappy face and asked if he could help.After learning of the problem,the concierge loaned the guest his shoes to wear to the meeting.The concierge was able to handle the situation in a matter that created customer satisfaction because Marriott:

• A) has a sales-orientation
• B) uses knowledge management
• C) limits customer interactions
• D) empowers its employees
• E) uses interactive marketing

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Definitions:

Net Earnings

The amount of profit that remains after all operating expenses, taxes, interest, and preferred stock dividends have been deducted from total revenue.

Hourly Rate

A rate of pay based on one hour of work, often used to compensate temporary, part-time, or freelance employees.

FICA Tax Rates

The percentages of social security and Medicare taxes that both employers and employees must pay, according to the Federal Insurance Contributions Act.

Net Pay

The amount of an employee's earnings remaining after all deductions, such as taxes and retirement contributions, have been taken out.