Question

The Broadmoor Hotel in Colorado Springs, Colorado, maintains its five-star rating by focusing on five service characteristics: reliability, responsiveness, assurance, empathy, and tangibles. The hotel has been updating rooms built in the early part of the 20th century to meet the needs of 21st-century visitors. To accomplish this, it spent millions in improvements, renovating rooms, and adding a new outdoor pool complex. These renovations focus on the ________ service characteristic. a. empathy b. reliability c. assurance d. tangibles e. responsiveness

Answer 1

b. reliability

Step-by-step explanation:

The hotel Broadmoor tries to improve their hotel service , by taking five things under consideration , i.e. , tangibles , empathy , assurance , responsiveness and reliability .

The people updated the rooms according to the needs of the 21st century people, which will attract more customers , to try updated services .

hence ,

The renovation that occurs on the hotel focus on - b. reliability .