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Catherine Gastelum

Chapter 9
Discussion Questions
1.Q: Explain delegation. Other than the examples in the text, what are
some appropriate duties in a restaurant that may be delegated. How
about in a hotel?
A: Delegation is when one gives a portion of his or her responsibility and
authority to a subordinate. In a restaurant, you may delegate closing operations
to your head supervisor instead of doing so yourself.
2.Q: What are some of the main reasons people join teams? This does
not necessarily have to relate to the hospitality industry. Give examples
inside and outside the industry.
A: People join teams to help work more efficiently to complete a task or
workload. In the hospitality industry one person could be serving many tables
while someone busses them to make sure they maintain in a clean order. Outside
of the hospitality industry someone could be working on a marathon and needs
the assistance from their trainer and family to help them get through the race.
3.Q: Give some examples of how a supervisor can contribute to
heightened team moral.
A: Communicating and encouraging your team to work better and giving
them the motivation they need to progress.
4.Q: What are the steps in building a team?
A: Forming: Group members assist in laying the ground rules, storming:
People look for power and hostilities arise, norming: Group members agreed on
goals they share, and performing: The group pushes their energy in a direction to
complete these goals together.
5.Q: What does creating successful teams depend on?
A: Creating the climate for success. This includes having a productive output
in the team. They are able to realize the satisfaction of their personal needs and
they remain committed to working together.
6.Q: What does TEAM stand for?
A: Together Everyone Achieves More
Case Study
1.Q: What do you think Mike should do to break the ice?
A: He should formally introduce himself to the staff and host team building
activities to help everyone get to know each other.
2.Q: What are some ways Mike could try and turn the group into a team?
A: He should stage mock problems in which split the staff into smaller teams
to help resolve the problem at hand. This will help people learn to work together
and find solutions to problems.
3.Q: What are some reasons that this group could have such negative
norms?
A: They may not be used to change, and might be hesitant about the idea
of new management. They also might be used to having bad managers and are
expecting the same from Mike.
4.Q: What would be some advantages for Mike if he implemented a TQM

plan?
A: It will help employees look at changes from the perspective of how will
this make us better compared to, this is different from how things have been
done. This will allow employees to work to progress and become better rather
than just doing the same thing just because that is how things were run in the
past.