The Ritz-Carlton Hotel recognizes and rewards employees who perform feats of outstanding service. Under its 5-Star Awards program, peers and managers nominate outstanding performers. Winners receive plaques at dinners celebrating their achievements. For on-the-spot recognition, managers award Gold Standard Coupons to outstanding employees, redeemable for items in the gift shop and free weekend stays at the hotel. The Ritz-Carlton Hotel is using which of the following human resources management strategies for closing provider gap 3?

Question

Quizplus · Accepted Answer

The Ritz-Carlton Hotel's use of the 5-Star Awards program and Gold Standard Coupons to recognize outstanding employees is an example of a retention strategy. By rewarding and recognizing employees who provide great service, the hotel is working to retain those employees and encourage them to continue delivering excellent service. This strategy helps to close provider gap 3, which is the gap between service delivery and external communications.

The Ritz-Carlton Hotel Recognizes and Rewards Employees Who Perform Feats