Kayla Is the New Manager of a Resort Hotel

question 100

Multiple Choice

Kayla is the new manager of a resort hotel.She knows from reviewing customer complaints that service quality at the hotel is not consistently meeting customers' expectations,and she believes that the biggest problem is that her employees are not sure what is expected of them.To improve service quality,Kayla will

• A) empower customers to meet their own service needs.
• B) establish a broad zone of intolerance to reduce customer complaints.
• C) narrowly define a knowledge gap.
• D) separate intangibles from tangibles.
• E) set specific, measurable goals based on customers' expectations.

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Definitions:

Salary Structure

The framework within an organization that defines the pay ranges for different positions or levels of responsibility.

Performance Management

The continuous process of setting objectives, assessing progress, and providing ongoing coaching and feedback to ensure that employees meet their career goals and organizational objectives.

Board of Directors

A group of elected or appointed members who jointly oversee the activities of a company or organization, making key decisions and ensuring compliance with its objectives and governance.

Top Management Team

The top management team consists of the highest-level executives in an organization, including positions such as CEO, CFO, and COO, responsible for strategic decisions and overall management.