What term refers to granting authority to front-line personnel to handle and solve guests' problems?

• A. Empowerment
• B. Entrepreneur
• C. Entry-level
• D. E-tail

Answer: (A)

Empowerment is giving front-line staff the authority and responsibility to resolve guests’ issues on the spot within defined guidelines. In hospitality, this means a desk agent, waiter, or concierge can make decisions—such as offering a room upgrade, providing a complimentary service, or waiving a fee—without waiting for a manager’s approval. This autonomy speeds service, builds guest satisfaction, and encourages staff to take ownership of guest experiences.

Other terms don’t fit the idea: an entrepreneur is someone who starts a business, not a practice inside a current operation; entry-level refers to a job stage, not decision-making power; and e-tail means online retail, unrelated to authority granted to staff for guest problems.