Which of the following would most likely be part of a compensation package:

Lateral communication refers to the flow of information between people or departments at the same level within an organization. What best describes lateral communication?

mma is a hospitality management student completing a summer internship at the Cozy Corner Bed and Breakfast. During her internship, she assists with guest check-ins, prepares breakfast, and helps manage reservations. She also shadows the manager to learn about daily operations, guest relations, and staff coordination. Emma keeps a journal of her experiences and asks questions to better understand hotel management. Which action by Emma best demonstrates how an internship can help her learn about the hospitality industry?

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?

Effective goal setting requires understanding how the goal-setting process works and identifying the skills that will help you attain the goals.

It is ethically acceptable for a hotel to charge guests for services they did not receive as long as the hotel is busy.

People receiving a message must interpret the message and the intent of the sender. Since many messages are vague or incomplete, it is easy to jump to inaccurate conclusions about what is being said.

Who are the “internal” customers?

A manager wants to identify all possible reasons why guest complaints about slow service are increasing. How would a cause-and-effect diagram (also called a fishbone diagram) help?

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?