AHLEI Hospitality Manager: Leadership Certification

AHLEI Hospitality Manager: Leadership Certification Does the workplace culture at each property in your organization need to be the same? - ✔✔No, it behooves an organization to allow the workplace culture to be differ ...

AHLEI Hospitality Manager: Leadership Certification Does the workplace culture at each property in your organization need to be the same? - ✔✔No, it behooves an organization to allow the workplace culture to be different at different properties. What is a good way to reinforce your culture among new and existing employees? - ✔✔Make sure your actions convey that you value and respect all employees. What is one of the most important steps in creating a positive workplace culture? - ✔✔Hiring employees who seem to be a good fit with your existing culture. How does empowering employees strengthen culture? - ✔✔When employees have more decision-making authority, they take a greater sense of ownership and pride in their work. Which of these vision statements is based on the core value of superior customer service? - ✔✔To be recognized as a elegant hotel where extraordinary service always exceeds customer expectations. Value Statement - ✔✔Focus on Families, Provide Value, Right Every Time. A set of goals written in a handbook. Mission Statement - ✔✔We believe in quality and affordability. We commit to providing our guests with an affordable experience without sacrificing service and comfort. Vision Statement - ✔✔To become the leading budget-friendly hotel brand for families. What can you do to help employees feel invested in the company's culture? - ✔✔Explain how a strong culture makes the work environment more enjoyable and contributes to the success of the company and its employees. What is organizational culture? - ✔✔Specific values and beliefs that are shared throughout the organization. How does storytelling help build culture? - ✔✔Employees create bonds through the stories they hear. What is the best avenue managers can use to build team culture? - ✔✔Team Meetings What does a mission statement do? - ✔✔States the purpose of the organization to employees and guests. What is a value statement? - ✔✔A set of standards that guide operations. What does emotional intelligence mean to you? - ✔✔Being aware of your emotions and how they affect other people. What impact does manager self-awareness have on an organization? - ✔✔Communication improves, Employees are happier, Better decisions are made, Guest satisfaction improves, Work connections are stronger. What makes a management decision or action ethical? - ✔✔Staying true to a specific value system. If you use the autocratic style, does that mean you are not managing with emotional intelligence? - ✔✔No What is emotional intelligence? - ✔✔The ability to recognize, understand, and influence others' emotions. How can you improve your self-awareness? - ✔✔Ask for frequent feedback on how you are perceived by others. What makes a decision ethical? - ✔✔Staying true to a specific set of values. What is the best way to ensure employees are making ethical decisions? - ✔✔Reinforce the concept of ethics often. Which style of management might a manager use to build emotional bonds within the team? - ✔✔Affiliative What benefits does training have for your property? - ✔✔Well-trained employees will be more confident in their roles, training helps reduce turnover, training helps reduce employee turnover, training reduces the time a manager must spend correcting employees, Properly trained employees can help train other employees, Training improves productivity. Which of the following best defines coaching? - ✔✔Teaching and giving constructive feedback when needed. How often should coaching take place? - ✔✔Coaching should be ongoing and constant. What is the best method of correcting an employee who is performing a task incorrectly? - ✔✔Find a quiet place to explain the correct way to do the task. How can cross-training benefit the organization? - ✔✔Employees feel an enhanced sense of job ownership and an increase in respect for those in other positions. How can a mentor help you in your career? - ✔✔Mentors can be a support system for solving challenging problems. How often should coaching take place? - ✔✔Ongoing and as necessary. What is the best step a manager can take if employee does not respond positively to coaching? - ✔✔Create a formal, personalized improvement plan and schedule a follow-up. Is it a good idea to multi-task while an employee is talking to you? - ✔✔No Which of the following is an example of positive nonverbal communication? - ✔✔Making eye contact What is a good strategy to improve communication with a younger workforce? - ✔✔Use technology What is active listening? - ✔✔Taking the time to fully concentrate, take in, and respond to what is being said. Why is word choice important in emails? - ✔✔People cannot see your face or hear your voice, so your tone is important. How does storytelling help you connect to your employees? - ✔✔It helps employees see you as a person, not just their manager. What is organizational communication? - ✔✔The way in which members of an organization interact with each other and the people they serve in order to accomplish a specific set of goals. Which of the following is an example of good email etiquette? - ✔✔Writing clear subject lines Which strategy should you use when communicating with peers? - ✔✔Show respect for their input and ask for help when you need it. What is the goal of organizational communication? - ✔✔To build up employee morale, satisfaction, and engagement through effective communication methods. What is organizational communication? - ✔✔Communicating with people in your organization for a specific purpose. Which of the following can result from poor communication? - ✔✔Higher absenteeism rates What should you determine first before scheduling a meeting? - ✔✔A clear objective for the meeting How can you get your staff invested in a meeting? - ✔✔Ask them to help plan the meeting Which of the following is a consequence of not planning a meeting appropriately? - ✔✔The meeting attendees feel their time has been wasted Which of these does not require a face-to-face meeting? - ✔✔A change in parking policy Which is the most important factor to consider before scheduling a meeting with the entire staff? - ✔✔Is the topic discussed worth the meeting's cost? When is it appropriate for a manager to delegate a task to an employee? - ✔✔When the employee has the skills to complete the task well When delegating a task to an employee, you should: - ✔✔Explain the task, empower the employee, and give recognition. How does having pre-shft meeting contribute to effective time management? - ✔✔It allows the manager to delegate tasks to employees for the rest of shift What strategy can help decrease micromanaging? - ✔✔Ensure everyone on the staff is properly trained What is a good strategy for staying on task? - ✔✔Learn when to say no Which guideline is a part of SMART goals? - ✔✔Timely What is a marketing plan? - ✔✔A list of specific activities designed to meet the operation's revenue goals and expand the customer base. What is the time frame for a business plan? - ✔✔12 months What does SWOT stand for? - ✔✔Strengths, Weaknesses, Opportunities, Threats Which of these is an example of a SMART goal? - ✔✔Increase the number of guest reviews by 10% within the next 60 days