Handout 9

Question 1

necessary for all the organizations irrespective of its size, nature, and functions

Answer 1

Management

Question 2

involves setting one’s goals and developing plans to meet or exceed those goals.

Answer 2

Planning

Question 3

is undertaken to fulfill what needs to be done, who does it, how the tasks are grouped, who reports to whom, and who makes decisions

Answer 3

Organizing

Question 4

where the success of all accommodation establishments, from private ownerships up to the chain of international brands depend on

Answer 4

Decision making

Question 5

go hand in hand in order to ensure that both sides get to be heard.

Answer 5

Communicating

Question 6

involves attracting and retaining one’s performing staff or employees and aiming to keep their morale high.

Answer 6

Motivating

Question 7

refers to recruiting, selecting, and appointing the employees, assigning them duties, maintaining cordial relations, and taking care of their grievances.

Answer 7

Staffing

Question 8

can be done once the employees have been appointed, so they can be instructed with what needs to be done.

Answer 8

Directing

Question 9

brings all the key management functions in full circle.

Answer 9

Controlling

Question 10

This is what separates competence from excellence. They propel projects forward, which captures peoples’ attention.

Answer 10

Creative

Question 11

They work within a set of parameters, limitations, and guidelines, so they know how to work within the structure and do not let it impinge upon the process or the project.

Answer 11

Structured

Question 12

They have the capacity to know things without the use of rational processes—it is the cornerstone of emotional intelligence.

Answer 12

Intuitive

Question 13

They are trained and are supposed to have industry experience.

Answer 13

Knowledgeable

Question 14

They are committed to the success of the project as well as the rest of the team members

Answer 14

Dedicated

Question 15

They are not afraid to show their true self.

Answer 15

Humanitarian

Question 16

They have the ability to be both non-reactive and emotionally unattached to how things
have to be.

Answer 16

Versatile

Question 17

They do not just produce outstanding results, but they also help to move their team forward.

Answer 17

Motivator

Question 18

They are able to choose and live from what one pays attention to.

Answer 18

Role model

Question 19

They see the big picture concurrent with managing the details

Answer 19

Idealistically realist

Question 20

the process of influencing others to work willingly towards goals, and to the best of their capabilities, perhaps in a manner different to that of leaders and managers would otherwise have chosen.

Answer 20

Leadership

Question 21

They are able to prioritize their goals and are responsible for accomplishing objectives.

Answer 21

Self-sufficient

Question 22

They are curious and genuinely interested in their company and the wider business environment.

Answer 22

Strategist

Question 23

They can clearly and succinctly explain to their employees everything from organizational goals to specific tasks, which helps people understand and be aware of what is expected from them.

Answer 23

Effective communicator

Question 24

They know how to use power and authority appropriately without overwhelming or overpowering their employees.

Answer 24

Competent

Question 25

They are people who have acquired charisma and unshakeable self confidence.

Answer 25

Highly self-confident

Question 26

They can look into their company’s future and make clear, concrete goals that will benefit their organization.

Answer 26

Imaginative

Question 27

They are problem solvers who can make decisions under rapidly shifting circumstances.

Answer 27

Flexible

Question 28

They dare to risk experimentation and encourage creativity.

Answer 28

Innovative

Question 29

It is essential for them to lead a diverse and unique group of people with distinct personalities, motivations, and skills.

Answer 29

Team player

Question 30

Aside from being an inspiration to their people, they also know how to motivate them to strive wholeheartedly for their company’s goals

Answer 30

Motivator

Question 31

The strength of their leadership is built on their ability to adapt to suddenly changing circumstances and their ability to know how and when to seize opportunities amid a changing landscape.

Answer 31

Risk-taker

Question 32

A manager must know the importance of staying engaged with his/her staff.

Answer 32

Employees/Staff engagement.

Question 33

This could be seen in times when teams are expected to coordinate with each other.

Answer 33

Collaboration advocacy.

Question 34

Managers who can share sales figures, company goals, and reasons for management decisions can go a long way in balancing control and trust of their staff.

Answer 34

Consistent transparency

Question 35

Throwing empathetic statements is not an easy task; that’s why hotel managers must understand and know the right words to say.

Answer 35

Emotional intelligence

Question 36

They allow their guests to explain their concern, situation, issue, or problem

Answer 36

H – Hear the customers out.

Question 37

They do not just tell their customers that everything is going to be okay right away; instead, they make them feel that they are trying and are able to understand what is happening.

Answer 37

E – Empathize.

Question 38

let the customers know that they represent that whole organization or company and are therefore
hoping to rectify the situation.

Answer 38

A – Apologize

Question 39

Once all of these have taken place, resolving the concern is the next step

Answer 39

T – Take action.