Originally Posted by
mikeef
As Rylan stated, this answer is unacceptable and reflects a number of problems at the hotel: the hotel not standing behind a product that it offered (Sunday night lounge), a lousy answer at the front desk and the clerk's lack of empowerment to do anything about it.
It would have cost, what, 50c for a can of soda and an apology? Nice job thinking about customer service, Marriott.
One of my first jobs out of college was working as a telephone customer service agent at a large money manager. From Day 1, I was empowered to fix any mistake or make any judgment call up to $100, no questions asked. I can count on my left hand the number of times I actually gave out that money in two years, but if you give the line people the ability to do the right thing, they will.
Mike
When I worked for Marriott I was empowered-as an hourly associate, then a supervisor and finally department manager to make guests happy! I think, in 5.5 years there, I probably comped a total of $200 bucks worth of stuff-a couple bottles of wine, a breakfast or 2, a few drinks, some magazines and a few pieces of CAKE! (i love cake!)
Less than $40 bucks a year to keep guests happy?? Me thinks that was money well spent.....one of the guests STILL stays in Marriotts, I've been bumping into her for YEARS!