1) What is the main purpose of the Employee Promise a) To ensure guests are always right b) To create a work environment where employees are valued and can reach their full potential 2) What is the main focus of The Ritz-Carlton CREDO? a) Providing genuine care and comfort to guests b) Selling the most expensive hotel rooms 3) According to the CREDO, what is The Ritz-Carlton’s highest mission? a) To complete check-ins as quickly as possible b) To create guests for life through exceptional experiences 4) The CREDO emphasizes that The Ritz-Carlton provides a) Only standard hotel amenities b) The finest personal service and facilities 5) The Ritz-Carlton experience fulfills even the: a) Expressed and unexpressed wishes and needs of guests b) Basic needs like food and lodging only 6) The CREDO inspires Ladies and Gentlemen to: a) Create warm, relaxed, yet refined experiences b) Focus only on following hotel policies 7) What is the first step of service? a) Asking for the guest’s room number immediately b) A warm and sincere greeting using the guest’s name 8) What is the second step of service? a) Anticipate and fulfill each guest’s needs b) Wait for the guest to ask for help 9) What is the third step of service? a) End service as soon as payment is complete b) Give a fond farewell, using the guest’s name 10) The Gold Standards include: a) The Credo, Motto, Employee Promise, and Three Steps of Service b) Room cleaning checklists

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