During Two-Day Orientation and Extensive On-The-Job Training,each Ritz-Carlton Hotel Employee

question 5

Multiple Choice

During two-day orientation and extensive on-the-job training,each Ritz-Carlton Hotel employee learns the Ritz-Carlton Gold Standards,which contain a credo,20 basics of service,knowledge of one's work area,answering the telephone with a smile,wearing immaculate uniforms and the three steps of service.The three steps of service are comprised of a warm and sincere greeting,anticipation and compliance with guests' needs and a fond farewell using the guest's name,if possible.The Ritz-Carlton Hotel is using which of the following human resource strategies?

• A) Hiring the right people
• B) Providing needed support systems
• C) Eliminating employee churn
• D) Developing people to deliver service quality
• E) Creating supportive servicescapes

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Definitions:

Ectoderm

The outermost layer of cells or tissue of an embryo in early development that gives rise to the formation of the skin and nervous system.

Malignant Tumor

A type of tumor that invades surrounding tissues, is capable of spreading to other parts of the body, and can be life-threatening.

Connective Tissue

A category of body tissue that plays a role in supporting, connecting, or distinguishing different organs and tissue varieties.

Sarcoma

Malignant neoplasm derived from connective tissue.