The Ritz- Carlton Hotel Company, under the leadership of Horst Schulze received which prestigious award for quality in both 1992 and 1999?
• The American Hotel Association Award for Quality Lodging
• Six Sigma Award
• The Malcolm Baldrige National Quality Award
• The National Restaurant Association Guest Quality Award
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Q12: Internal customers are:
• those who have
Q13: Which of the following would not be
Q14: A guest is anyone who:
• receives
Q15: According to the National Restaurant Association, when
Q16: Guest loyalty is:
• keeping guests happy
Q18: Approximately what percentage of many countries economies
Q19: In the book, "Service America" there are
Q20: A commitment to excellence should begin:
•
Q21: The _ is a symbol of welcome,
Q22: The _ forecasts a need for thousands
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