When Jessica checked in at the Hilton Hotel, it was 3 a.m. She had been traveling for over 10 hours and was exhausted. Her dress, which she needed for a presentation that morning, looked like she had slept in it. Miriam, the night clerk, offered to find a 24-hour dry cleaner and have the dress pressed while Jessica got a few hours of sleep. Miriam's actions are an example of

The act displayed by Miriam is usually out of the scope of her responsiblity. However, these act shows empowerment of employees to meet customers needs.

It could be deduced that the Hotel management had trained their employees to render the best they can in other to satisfy their customers.

Hence, they must have made provision for certain services which might be required by their clients so that they do not get stranded at all times.

Hence, the action displayed by Miriam shows empowerment of employees to meet customers needs.

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