The Broadmoor Hotel in Colorado Springs, Colorado, maintains its five-star rating by focusing on five service characteristics: reliability, responsiveness, assurance, empathy, and tangibles. Employees are trained always to give an estimated time for service, whether it be room service, laundry service, or simply how long it will take to be seated at one of the resort’s restaurants. When an employee makes a promise, he or she keeps that promise. Which service characteristic is the hotel focusing on?

Remember, the Broadmoor Hotel trains it employees to always to give an estimated time for service or to state how long it will take to be seated at one of the resort’s restaurants.

This service characteristics reflects reliability, that is been dependable on by their customers.

Also note that when an employee makes a promise, he or she keeps that promise. Thus, the Broadmoor Hotel in Colorado Springs, is focusing on the service characteristics of reliability in this scenario.