GROUP 4 QUIZ

Which term refers to the shared beliefs, values, and behaviors that guide how employees think and act within an organization?

• STRATEGY

• CULTURE

• MARKETING

• POLICY

Culture can best be described as:

• GUEST SATISFACTION

• BUSINESS STRATEGY

• "THE WAY WE DO THINGS AROUND HERE"

• EMPLOYEE TRAINING

Which of the following leaders is associated with developing strong service culture in Ritz-Carlton?

• HORST SCHULZE

• WALT DISNEY

• HERB KELLEHER

• STEVE JOBS

Which elements of organizational culture refers to the ideas and assumption about how things work within an organization?

• NORMS

• BELIEFS

• RITUALS

• VALUES

Which method of communicating organizational culture involves formal rules, policies, and regulations?

• SYMBOLS

• RULES

• RITUALS

• LAW

Which company refers to its employees as “partners” to strengthen organizational identity?

• STARBUCKS

• MARRIOTT

• DISNEY

• SHAKEYS

Which of the following correctly identifies the three main elements of organizational culture?

• Policies, procedures, and supervision

• Strategy, leadership, and marketing

• Beliefs, values, and norms

• Communication, training, and rewards

How do guests contribute to shaping organizational culture in hospitality organizations?

• Through feedback, comments, and service expectations

• By managing employee training programs

• By enforcing company policies

• By designing company uniforms

the Five/Ten Foot Rule, what should an employee do when a guest is ten feet away?

(a)