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ORGANISATIONAL
BEHAVIOUR & HOSPITALITY MANAGEMENT
Instructions to candidates:
a) Time
allowed: Three hours (plus an extra ten minutes’ reading time at the start – do
not write anything during this time)
b)
Answer any FIVE questions
c) All
questions carry equal marks. Marks for each question are shown in [ ]
1. a)
Briefly describe the FOUR learning skills identified by David Kolb. [3 each]
b) Evaluate the lessons gained from David
Kolb’s learning cycle for hospitality management today. [8]
2. With
the aid of example organizations, compare and contrast Handy’s model of culture
with that of Hofstede. [10 each]
3.
Making reference to suitable examples, appraise the FIVE factors that affect
demand for labor in the hospitality industry. [4 each]
4. making
specific reference to the hospitality sector, analyze how relevant Abraham
Maslow’s theory of hierarchy is to the modern-day workplace. [20]
5. with the aid of examples:
a) Evaluate
the advantages of job enrichment for staff working in the hospitality industry
[10]
b) Appraise
factors that need to be taken into account when redesigning jobs within a
hospitality
organization
[10]
6. You
have been given the responsibility to manage a group of staff providing
catering for a political party conference. Referring to at least ONE relevant
theory on the subject, examine how you would make your staff a successful and
cohesive team. [20]
7. a)
Identify the SEVEN characteristics of service encounters. [7]
b) Analyze how you would manage service
encounters for a wedding reception booked at your restaurant. [13]
8. With
the aid of a suitable example from the hospitality sector, discuss to what
extent it contributes to and/or affects its environment and/or the local
community, specifically with regard to environmental and employment practices.