1. What are three work organisation and planning methods appropriate to the hospitality industry?

2. List the four commonly agreed/accepted 'roles and responsibilities' of supervisors and management.

3. What are five activities that a manager may undertake when 'leading' a team or organisation?

4. What are 10 examples of possible 'operational functions' in the hospitality industry?

5. What are five examples of how 'administration' procedures and systems might support work operations in an organisation?

6. What are five examples of how 'health and safety' procedures and systems might support work operations in an organisation?

7. What are five examples of how 'human resources' procedures and systems might support work operations in an organisation?

8. What are five examples of how 'service standards' might support work operations in an organisation?

9. What are five examples of how 'technology' procedures and systems might support work operations in an organisation?

10.What are five examples of how 'work practices' procedures and systems might support work operations in an organisation?

11. In your own words explain what you believe is meant by 'quality assurance'.

12. Identify five actions a business may take to facilitate the management and implementation of its QA program.