Chapter 3, Section 4

1. Chapter 3, Section 4 Hospitality Teamwork

2. Teamwork • Good attitude • Cooperation • Promptness • Loyalty

3. Formal Work Groups • Divisions: Rooms division, food & beverage division, etc. • Departments: Front desk, housekeeping, banquets, etc. • Work Sections: 3rd floor housekeeping, bake shop, etc.

4. Can You Name One Type of Informal Work Group? Clique

5. Section 3.4 Quiz • A _____ is a type of informal work group that occurs when two or more members of a formal group have set their own goals, which they consider to be more important than the goals of the formal group. • Every work group of team has a _____ who affects the behavior of the members of the group.

6. Section 3.4 Quiz 3. True/False: Formal work groups form when individuals have common interests, back grounds, and experiences. 4. True/False: If co-workers don’t like their jobs, their bosses, or their property, or they really don’t want to provide quality service to guests, many other employees are likely to share the same attitude.

7. Section 3.4 Quiz 5. True/False: If a guest has a bad experience because one employee does not do his or her job correctly, the guest’s bad experience is likely to affect the whole team.