HAMG 1321 Chapter 1 Review Questions
Directions: Answer the following questions in complete sentences (except for the charts). No Title page please
1.In your own words, explain what a service-oriented personality means to you and the importance of service in today’s industry.
2.You are a service leader for a popular Burger Chain. List 10 “moments of truth, “ as described in the text, that your customer will encounter from the time they arrive at the door to the time they leave.
3. A popular restaurant in your community has begun to experience a decline in guests. Social media posts often critique the poor service, stating long wait times and slow servers. Provide three ways to improve service.
4. Provide 3 pros and cons each of the following:
an internship program
5.Provide 3 Pros
Cons
a job-shadowing program
6.Provide 3 Pros
Cons
a mentoring program
7.Pros
Cons Which method do you think is most effective and why?
Questions:
8. Identify typical hourly jobs in foodservice and lodging establishments. Include both skilled and unskilled jobs.
9. If a restaurant’s turnover rate is 100 percent, what does that mean?
10.Define leader and leadership.
11. What is meant by “do the right things right”?
12.Compare and contrast the concepts of formal and real authority.
13.Why does a fear-and-punishment approach to supervision usually create a negative, non-productive environment?
14. In two sentences, describe the essence of each of the following leadership styles: autocratic, Theory X, Theory Y, situational, transactional, and transformational leadership.
15. Identify the six practices of successful managers.
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