Chapter 3, Section 4

Hospitality Teamwork
 Teamwork
• Good attitude
• Promptness

• Cooperation
• Loyalty
 Formal Work Groups
• Divisions: Rooms division, food & beverage
division, etc.

• Departments: Front desk, housekeeping,

banquets, etc.

• Work Sections: 3rd floor housekeeping, bake

shop, etc.
Can You Name One Type
of Informal Work Group?
Clique
 Section 3.4 Quiz
1. A _____ is a type of informal work group that
occurs when two or more members of a
formal group have set their own goals, which
they consider to be more important than the
goals of the formal group.

2. Every work group of team has a _____ who

affects the behavior of the members of the
group.
 Section 3.4 Quiz
3. True/False: Formal work groups form when
individuals have common interests, back
grounds, and experiences.

4. True/False: If co-workers don’t like their jobs,

their bosses, or their property, or they really
don’t want to provide quality service to guests,
many other employees are likely to share the
same attitude.
 Section 3.4 Quiz
5. True/False: If a guest has a bad experience
because one employee does not do his or her
job correctly, the guest’s bad experience is
likely to affect the whole team.