People receiving a message must interpret the message and the intent of the sender. Since many messages are vague or incomplete, it is easy to jump to inaccurate conclusions about what is being said.

Why is diversity important in the hospitality industry?

Visual aids for a formal presentation are tools such as slides, charts, or images used to help the audience better understand the speaker’s message. When you develop visual aids to go along with your presentation, you should

Who are the “internal” customers?

Several tools exist to help teams come up with ideas, but one of the most commonly used is ___________ .

Who are the “external customers”?

A manager wants to identify all possible reasons why guest complaints about slow service are increasing. How would a cause-and-effect diagram (also called a fishbone diagram) help?

DiNardo’s Days Inn hotel hires Maria, a front desk clerk who uses a wheelchair. The hotel provides her with an accessible workspace and adjustable counters. Management also ensures that all training materials are available in formats she can use, and colleagues are encouraged to collaborate inclusively. As a result, Maria performs her duties effectively, and guests receive excellent service. Which action in this case study demonstrates ethical and inclusive management of an employee with a disability?

Which of the following statements is true about the planning function of management?

You are shopping for a suit to wear to an upcoming conference. You walk into a high-end store and see two salespeople standing near a rack of clothing. If they see you, they do not acknowledge it. Seeing nothing you can’t live without, you leave and visit a lower-end store next door. You realize the quality is not good, but the sales girl in the shop helps you find something perfect. Why are you willing to ignore the quality of the product? (neglect price differences)