Which Employee Likely Has the Most Direct Influence on the Guest's

question 29

Multiple Choice

Which employee likely has the most direct influence on the guest's perception of service quality and value?

• A) the general manager
• B) the frontline employee
• C) the back-of-house employee
• D) the owner

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Definitions:

Selling

The act of persuading someone to buy a product or service, typically involving identifying customer needs and demonstrating how a product meets them.

Delegating

The process of assigning responsibility and authority to others to carry out specific activities, while retaining accountability for the outcome.

Consultative Decision

A decision-making process where leaders seek the input and advice of their team members before making a final decision.