Question 1

Fill the blank: “I ____ and immediately resolve guest problems.”

Accepted Answer

Own

Answer

Authorize

Answer

Empower

Answer

Enliven

Question 2

Fill the blank: “The Ritz-Carlton is a place where the _________ and comfort of our guests is our highest mission.”

Accepted Answer

Genuine Care

Answer

Genuine Concern

Answer

Genuine Passion

Answer

Genuine Attentiveness

Question 3

What is the first step of Three Steps of Service?

Accepted Answer

A Warm And Sincere Greeting

Answer

Anticipate needs

Answer

Provide personalize recommendation

Answer

A fond farewell

Question 4

Which Gold Standard defines the brand’s commitment to guest comfort and care?

Accepted Answer

The credo

Answer

The mission

Answer

The service map

Answer

The diamond principle

Question 5

The service value encourages ladies & gentlemen to:

Accepted Answer

Create unique, memorable experience

Answer

Follow managerial instructions

Answer

Focus on room cleanliness

Answer

Avoid guest interaction

Question 6

A warm and sincere greeting should include :

Accepted Answer

Eye contact and genuine welcome

Answer

A scripted line

Answer

A quick wave

Answer

Only a nod

Question 7

A fond farewell includes :

Accepted Answer

A warm goodbye using the guest's name

Answer

Quickly saying goodbye

Answer

A formal message

Answer

Offering brochures

Question 8

The Employee Promise commits to create:

Accepted Answer

A safe and energizing workplace

Answer

A competitve environment

Answer

A technology-focused workplace

Answer

A strictly rule-driven culture

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