Match the scenario to the step in the control process.

a) Determining Goals :

b) Setting Standards :

c) Measuring Actual Performance :

d) Comparing Performance to Goals:

e) Taking Managerial Action:

scenario 1.Claudette has been promoted to Director of Catering at a midsized hotel in the suburbs . Business has declined over the past two years and that has caused the hotel to lose revenue , lay off employees , and not perform necessary renovations . Carol has some ideas on how to increase catering business and is meeting with the Director of Sales to lay out her plan. The plan includes: increase short term bookings by 15% in the next 90 days, host a wedding fair to encourage weekend bookings with discounts for weddings booked during non-peak months, and increase overall bookings by 20% by the end of the year .

scenario 2.The controller is meeting with the general manager of the hotel and is concerned because the ADR and labor goals are not what were forecasted ADR is 4 % under forecast and labor costs are 10% over forecast . The controller needs an explanation before meeting with the board of directors.

scenario 3.It's the third day in a row that Sam has been late for work. Tardiness is not acceptable because it causes all types of problems with the team including unnecessary overtime . A meeting is scheduled with Sam and his manager to explain that this behavior is unacceptable .

scenario 4.Chef Jim is opening a new Nashville - style hot chicken restaurant in Memphis , TN . He trained under the best hot chicken chef in the country and wants his restaurant to be recognized for the best hot chicken outside of Nashville. He's meeting with the food purveyor and has presented his list of product specifications . He has also established guidelines for measuring how long it takes to prepare each dish , the level of heat from each dish , and the portion size .

scenario 5.Juan is the host at a local casual dining restaurant and is training a new host, Suzy, on how to work a busy Saturday night. He explains to Suzy that all phone calls to the host stand must be answered within three rings , guests must be greeted at the door within 30 seconds , and menus must be clean and arranged in an easy to open manner . Juan explains that he is there to answer any questions she might have and will be observing her throughout the shift .