Chapter 7

4. Front line hospitality employees who interact with guests have to be good at performing what is termed _________.
9. It is a way to explain how the organization, group, or work team influence the behavior or its members.
10. Employees must possess sufficient _______.
11. The need to be attached to successful performance
17. It can motivate employees by providing fun ways to minimize these less attractive aspects.
18. He uses the concept of role in a unique way to enhance the nature and performance of the job.
19. A program designed to provide a reward to employees who achieve a notable goal.
20. It can lead to problems if empowered employees make decisions that are disadvantageous to other employees or to the organization as a whole.
22. The heart of traditional MBO is the __________.
23. Describes the fit between what the leader says and what the leader does.
24. Goals should satisfy the _______, that is, goals should be specific, measurable, Attainable, Result oriented, and Time bound.
26. Organization often make their goal-setting process systematic by incorporating Peter Drucker's ______________.
28. High performance may lead to ___________.
29. A one time payment made to an employee who exhibited great performance through some specific act.
30. It is a simple idea that is difficult to put into practice.

1. When all customer tips are put into a common "collection" and are then divided proportionally between the servers on duty.
2. Maintains that organizations need to relate rewards directly to performance.
3. To deliver great customer service, you need to have the _______.
5. Most managers are familiar with the value for the overall organization of _______ for individual employees and units.
6. Having the _____ of the company personally recognize excellent performance sends a clear signal that needed stellar performance is valued.
7. Former Southwest Airlines CEO _______ said, "I can't anticipate all of the situations that will arise at the stations across out system.
8. Voluntary payments given to service providers by customers after providers deliver service.
12. The most effective hospitality companies also use ______________.
13. Rewarding desired behaviors is called ______________.
14. A bonus paid to all employees of a group for successfully meeting a specific goal.
15. An increase in base pay that is tied to individual performance.
16. A one-time lump sum payment made to an employee based on a performance evaluation.
21. Walt Disney said, "You don't work for a dollar, you work to create and have ____."
25. When employees join any organization, they join a ______.
27. Manager _______ told newly hired Charles Jones explicitly that his primary responsibility was to greet and welcome the guests.