Chapter 16: Organizing

Which of the following would be an accurate depiction of work specialization in the hospitality​ industry? ​-Front-desk agents checking in guests. -A sales department servicing the travel industry -Categorizing properties by product brand -Using lines in a banquet kitchen to plate food

--Using lines in a banquet kitchen to plate food

An organization that is not bound by the traditional​ horizontal, vertical, or external structures is known​ as:

-A boundaryless organization

________ is closely associated with chain of command because it gives managers the right to exercise their power in a given situation.

-Authority

Some organizations make most of the decisions at the corporate office and inform unit managers of them. This process is called ________.

-Centralization

________ refers to providing services free of charge

-Comping

Spas may use the services of a​ ___________ to develop signature personal care product lines.

-Consultant

________ deal with what hospitality organizations refer to as the what-ifs.

-Contingency factors

Which of the following statements is true about boundaryless organizations? -They seek to replace empowered teams with departments. -They are characterized by a predefined vertical structure. -They seek to eliminate the chain of command. -They are characterized by a predefined horizontal structure.

-Eliminate the chain of command

An independent business unit refers to each individual location in a chain or franchise operation.T/F?

-False

The simplest form of departmentalization is by ________.

-Function

The inverted pyramid organizational chart added​ ________ to the top of the​ chart, creating a change from the older type of organizational chart.

-Guests

A spa package that might be offered to members of a wedding party could​ include:

-Hair and beauty treatments

Which of the following statements is true of an independent business unit (IBU)? -It requires constant approval for routine operational decisions from the main business unit. -It fails to get associates to gain a comprehensive understanding of revenue and expenses for a department. -It forces associates to engage in all elements of management in order to make a profit. -It hinders the ability of the management to look seriously at departments not making a sufficient profit contribution.

-It forces associates to engage in all elements of management in order to make a profit.

________ is an excellent way to relieve the possible boredom and monotony that can be a disadvantage of work specialization because it gives associates a broader range of experiences.

-Job Rotation

________ increases the scope of the associates' work. Originally, it was intended as a way of maintaining interest in the work; more recently, it has become an economic necessity.

-Job enlargement

________ adds some planning and evaluating responsibilities to a position.

-Job enrichment

One method of minimizing boredom on the job and providing opportunities for employees to advance in the company is to implement a process​ of:

-Job rotation

A spa focused on Eastern philosophy and services may offer scents such​ as:

-Lavender and Orange Ginger

The ________ is an organizational structure that assigns specialists from different departments to work on a project.

-Matrix structure

The Pinehurst Resort is located in​ _________ and offers a full line of bath and body products.

-North Carolina

If a guest makes an inappropriate request of a​ therapist, the therapist should​ immediately:

-Notify management, tell the guest that is not appropriate, stop treatment

One surefire method to increase business during the off season at a resort spa is​ to:

-Offer spa memberships to local professionals

A(n) ________ is like a skeleton in that it provides the total framework by which job tasks are divided, grouped, and coordinated within an organization.

-Organizational structure

When the economy is​ weak, a successful method for building business at the spa is​ to:

-Promote the health benefits, such as reducing stress

________ make decisions that were once made by managers.

-Self-managed teams

Spa staff are entitled by law to be protected​ from:

-Sexual Harassment

This type of structure has become popular in recent years as a creative and efficient way to organize work.

-Team based

Which of the following statements is true of matrix structures? -They can be disruptive -They eliminate the conflict of multiple managers -They slow down the decision-making process -They work for everyone

-They can be disruptive

A guest that calls to make an appointment should be asked what type of​ _______ they prefer and the​ __________ of the provider.

-Treatment; gender

Departmentalization is the process of grouping jobs with common tasks together within a specialization. T.F?

-True

In the​ workplace, teams are defined as​ task-oriented work groups that can be either appointed or formed informally. T/F?

-True

One way to describe the structure of any organization would be as a skeleton..TF?

-True

The larger an​ organization, the more likely it will be more specialized. T/F?

-True

________ is used to describe the extent to which jobs in an organization are divided into separate tasks.

-Work specialization