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Which of the following are key ingredients to effective goal setting?

Sunset Hotel has been struggling with guest complaints about slow service and inconsistent room cleanliness. The hotel manager decides to follow W. Edwards Deming’s 14 Points to improve overall quality. She starts by setting long-term goals for improving customer satisfaction, trains staff on consistent cleaning procedures, and works to involve employees in suggesting improvements. Which action by the manager reflects Deming’s 14 Points?

Managing diversity means creating a workplace where employees of different backgrounds, cultures, and perspectives are respected and included. Which of the following best illustrates managing diversity in the hospitality industry?

Which statement about a meeting agenda is TRUE?

A guest complains loudly that his orange juice was not, as the menu claimed, fresh-squeezed, but was in fact a concentrate product with an inferior taste. You know that the orange juice was fresh-squeezed that morning, but agree to deduct the price of the orange juice from his bill anyway. Which conflict-management strategy did you pursue?

____________ is the formal power granted by the organization to a management position.

ISO develops and publishes international standards to ensure quality, safety, efficiency, and consistency across products, services, and systems. What does ISO stand for?

The management team at Harborview Hotel has just been formed to plan a new conference center. In the first few weeks, team members frequently argue over responsibilities, disagree on priorities, and challenge the manager’s ideas. Some tension arises, but the team is trying to figure out how to work together effectively. Which situation in this case study best represents the Storming stage of team development?

Lennie has been going on sales calls for quite sometime. but he always gets a little confused about how to lead the conversation away form rapport-building and into real business. What cues should Lennie listen for?

Micah created a positive impression, built rapport, and created a bridge to a discussion of needs. Micah completed these three tasks to open an unsuccessful sales call.