Prepare and briefly discuss a list of three quality guarantees that are defined narrowly enough to be communicated easily and achieved successfully: for example, room service breakfast delivered within 30 minutes. Be certain to include the penalty to be paid by the hotel if the guarantee is not met.

Explain why Marriott's guarantee of breakfast is, in the words of the authors, "an advertisement, a departmental promotion, an employee empowerment, an assurance of quality, and a willingness to be measured"