HFT 3240 Exam 3
What does the "Marriott Way" proclaim?
"Take care of the associates, and they'll take good care of the guests, and the guests will come back."
What are the five attributes of an authentic leader?
-Purpose -Values -Relationships -Self-Discipline -Heart
What are the characteristics of the norm stage?
-agreement & consensus -clear roles and responsibility -facilitation
What are the characteristics of the perform stage?
-clear vision and purpose -focus on goal achievement -delegation
What are the characteristics of the storm stage?
-conflict -increased clarity of purpose -power struggles -coaching
What does servant leadership focus on?
-employees -work ethics -continuous self-reflection -value-based problem-solving practices
What four parts of the body must a service leader lead with?
-heart -hands -head -soul
What are some characteristics of a trustworthy leader?
-integrity -competence -consistency -loyalty -openness
What are the characteristics of the form stage?
-little agreement -unclear purpose -guidance and direction
What constructs help to measure and then influence the right workplace attitudes and environment?
-motivation -absenteeism -employee citizenship behavior -organizational commitment -job satisfaction -teamwork
What does leadership align the vision to?
-organizational strategies and people -creating culture -thinking ahead -inspiring people to follow the stated direction
What does management involve?
-planning -budgeting -organizing -staffing -controlling -problem solving
What are some characteristics of ethical leaders?
-respect others -serve others -are just -are honest -build communities
What are the four types of leadership?
-situational leadership -servant leadership -transformational leadership -transactional leadership
What are the characteristics of the mourn/adjourn stage?
-task completion -good feeling about achievements -recognition
What are the five stages of development teams go through in team dynamics?
1. Form 2. Storm 3. Norm 4. Perform 5. Mourn/Adjourn
What does the E in "H.O.M.E." stand for?
Exchange: increase interactions among members
What does the H in "H.O.M.E." stand for?
History: tell stories about the past
What does the M in "H.O.M.E." stand for?
Membership: promote a sense of belonging
What does the O in "H.O.M.E." stand for?
Oneness: create a sense of family
What do leaders and followers share?
a common goal
What is transformational leadership?
a more interpersonal and motivational form of leadership
Why is it difficult to manage emotional labor?
because it draws on front-line employees/ feelings and they must often conceal their real emotions to act in a positive and welcoming manner
What is the sub-value of values?
behavior
How does a good service leader lead with their head?
by co-crafting a sound strategic vision and direction for their organization
How can service leaders build their cultures to provide superior service?
by crafting the strategic direction of their organization
How does a good service leader lead with their heart?
by creating empathy with their colleagues, suppliers, and staff as they build a respectful and high-performance culture
How does a good service leader lead with their soul?
by establishing an authentic and ethical base for themselves
How can service leaders build a cohesive organizational culture?
by helping employees come "H.O.M.E." to the organization
How does a good service leader lead with their hands?
by making sure they execute this in practice as they provide quality service for their clients and other key stakeholders
What is the purpose of the mourn/adjourn stage?
celebrate success and contributions
What is the sub-value of heart?
compassion
What is transactional leadership premised upon?
compliance of followers through rewards and punishment mechanisms
What is human resource management?
concerned with the design of formal systems and continual proactive measures to ensure the effective and efficient use of a firm's people to accomplish organizational goals
What is the sub-value of relationships?
connectedness
What is the sub-value of self-discipline?
consistency
What is the purpose of the perform stage?
delivering on tasks and relationships
Why is emotional intelligence an especially important trait for leaders in the hospitality and tourism industry?
due to the people intensive nature of the industry and the importance of the general attitude of the firm's employees
How is hiring for attitude involved in managing service employees?
employee selection and recruitment must focus on customer-relationship skills and place more emphasis on personality, energy, and attitude than on education, training, and experience
How is coproduction involved in managing service employees?
employees must engage with and involve customers in the process of service delivery
What is the intrapersonal perspective on authentic leaders?
focuses on the personal characteristics of authentic leaders
What does a transformational leader do?
forms strong collaborative relationships via effective communication, team effort, and resource-sharing
What is the interpersonal perspective on authentic leaders?
highlights that authentic leadership occurs within the context of relationships
What is the principle focus of organizational psychology?
how to improve organizational outcomes by understanding the psychology of the workforce
In what context does leadership occur in?
in a group context
In what context is transformational leadership widely employed?
in a hospitality context because it enhances the motivation and performance of followers
What is the best leadership style?
it depends on the context
Why is management important?
it focuses on predictability, order, and results
What is a service organization's key asset?
its people
What is leadership?
leadership is a process where an individual influences a group to achieve a common goal
What is leadership not?
leadership is not a trait or characteristic, rather it involves influence and is concerned with how a leader affects followers
What is the purpose of the norm stage?
making the rules and expectations clear
What does a transactional leader rely on?
management by exception
How is managing employee actions involved in managing service employees?
organizational norms and values are needed to guide employee behavior
What is the sub-value of purpose?
passion
What does leadership aim to do?
produce change through vision setting
What is the developmental perspective on authentic leaders?
sees authentic leaders as something that can be nurtured over time
What is a good strategic approach to human resource management?
sees employees as valuable assets to be "invited in" and "developed" rather than hired and trained
How is emotional labor involved in managing service employees?
service employees have to exert labor beyond just physical and mental labor; the required emotions for different service positions can vary
Which type of leadership resonates in the service sector?
situational leadership
What is the purpose of the storm stage?
sorting out early conflict
What is emotional intelligence (EQ)?
the ability to: -perceive emotions -access and generate emotions -understand emotions -regulate emotions
What is organizational psychology?
the field of study and practice that investigates and seeks understanding about the impact that individuals, groups, and structures have on behavior in the workplace
What is servant leadership?
the leader acts through motivation to serve, empower, and develop followers, which creates a more democratic leader-follower dynamic
What is passive management by exception?
the leader intervenes AFTER a problem has occurred to rectify it and discipline the subordinate
What is active management by exception?
the leader monitors the subordinates and intervenes BEFORE a problem occurs
What is organizational culture?
the specific collection of values and norms that are shared by people in an organization
What is emotional labor?
the work service employees perform that goes beyond physical or mental duties, when they are required to demonstrate an emotion
What is the purpose of the form stage?
time together and goal setting
What does it mean to be trustworthy as a leader?
to build and restore the trust of staff and customers
What does it mean to be ethical as a leader?
to demonstrate and encourage ethical principles
What is the most common type of leader?
transactional
What is emotional dissonance?
what occurs when an employee is asked to display a set of emotions that conflict with their current real feeling
What is situational leadership?
when good leaders employ a supportive or directive style as the situation requires
