Question 1:
a) Define the term organizational behavior.
b) Employment in the Hospitality Industry is regarded by many as relatively low in status. Identify the main issues which could enhance the image of work in the Hospitality Industry and hopefully attract more potential employees.
Question 2: With the use of examples, explain the five factors which affect demand for labor in the Hospitality Industry.
Question 3:
a) In brief define:
• Power culture
• Role culture
• Task culture
• Person culture
b) Give illustrations where each of these cultures might be adopted in an organization.
Question 4:
a) Illustrate the main styles of leadership.
b) You are a newly appointed supervisor at your place of work. Describe to what extent your style of leadership will be affected by the corporate style of leadership.
Question 5:
a) Compare the main attributes of Expectancy Theory and Equity Theory.
b) Comment on the efficiency of each of these theories to motivate staff working in a chain hotel.
Question 6: Describe how members of staff of a four-star hotel might deal with the given situations:
a) A hotel resident requests something that is against the law.
b) A hotel resident behaves in a way that is upsetting other residents.
c) A hotel resident behaves in a way that is offensive to the member of staff.
d) A hotel resident declines to pay her bill as she is dissatisfied with the service given.
Question 7:
a) Explain the advantages of job enrichment for staff working in the hospitality industry.
b) Describe the factors you would require to take into account when redesigning jobs in a chain of restaurants.
Question 8:
a) Identify the seven characteristics of service encounters.
b) Supposing you are the manager of a restaurant, analyze how you would manage service encounters when a retirement party has been booked at your restaurant.