Question

Gordon, the restaurant manager of Chipmugs, a continental restaurant, reviews customer feedback forms to help him choose the winner of "Best Waiter of the Month" award. This motivates the waiters at the restaurant to render good service and to insist customers to fill feedback forms about their services. In the context of managerial roles, which of the following roles does Gordon illustrate in this scenario?

a. Leader role
b. Monitor role
c. Disseminator role
d. Figurehead role

Answer 1

Gordon, the restaurant manager reviewing customer feedback to select 'Best Waiter of the Month,' is demonstrating the monitor role, as he is collecting and analyzing information to make informed decisions.

Step-by-step explanation:

In the given scenario where Gordon, the restaurant manager of Chipmugs, reviews customer feedback forms to select a 'Best Waiter of the Month,' Gordon is illustrating the monitor role among the managerial roles defined by Henry Mintzberg. In the monitor role, a manager is responsible for gathering information from various sources to understand and analyze it. This feedback helps in making informed decisions.

Gordon's systematic approach to using customer feedback forms to motivate his waiters and ensure good service falls squarely within the monitor role. This role involves staying informed and also involves analyzing information from both internal and external sources to keep track of the organization's performance, which Gordon is doing by reviewing the feedback forms.