Term
| all of the following are resources available to supervisors except: |
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Definition
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Term
| which of the following management principles may be violated when food servers are also responsible for metting and greeting and bussing their own tables? |
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Definition
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Term
| which of the following best describes the power that an organization gives to a supervisor to meet organiational goals? |
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Definition
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Term
| which of the following components of management best describes the tasks involved in motivating, training, evaluating, and disciplining employees? |
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Definition
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Term
| which of the following components of management best describes comparing actual performance to performance standards to determine if corrective action is necessary? |
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Definition
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Term
| which of the following components of management best describes grouping similar tasks to create a position to be performed by one person? |
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Definition
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Term
| the results of strategic planning generally include all of the following except: |
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Definition
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Term
| which of the following bridges strategic and operational planning activities by indicating how an organization will move forward in the upcoming year toward attaining long-range goals? |
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Definition
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Term
| which of the following is typically the last activity in the sequence of operational planning? |
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Definition
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Term
| decision making falls into which of the following set of skills? |
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Definition
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Term
| which of the following statements about communication is true? |
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Definition
| we communicate most of our messages nonverbally |
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Term
| feedback is an essential element of successful communication because: |
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Definition
| it enables the speaker to check the listener's understanding |
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Term
| a corporate vice president sends an email to unit managers within the restaurant chain clarifying a recent policy change. This type of communication is called: |
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Definition
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Term
| all of the following are barriers to effective communication except: |
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Definition
| feedback from the listener |
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Term
| all of the following are appropriate actions when leaving a message on someone's voicemail system except: |
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Definition
| state the most important part of your message |
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Term
| which of the following statements about listening is false? |
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Definition
| listening skills are the same as speaking skills |
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Term
| which of the following stages of listening involves turning all of your attention to the speaker and concentrating on receiving the speaker's message? |
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Definition
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Term
| which of the following stages of listening involves learning what the speaker expects and finding out exactly what the speaker wants? |
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Definition
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Term
which of the following sentences is written in the active voice? |
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Definition
| the supervisor interviewed three applicants for the open question |
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Term
| which of the following is considered a staff department? |
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Definition
| human resources department |
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Term
| which of the following is considered a line department? |
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Definition
| food and beverage department |
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Term
| a recruitment tool that provides a written summary of the duties, responsibilities, working conditions, and activities of a specific job is called a job: |
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Definition
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Term
| supervisors can make some jobs easier to fill by allowing employees to vary their times of arrival and departure. This technique is called: |
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Definition
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Term
all of the following are regarded as potential disadvantages to internal recruiting practices except: |
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Definition
| higher costs than external recruiting |
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Term
| which of the following tools would be most helpful to a supervisor committed to internal recruiting practices? |
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Definition
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Term
| which of the following statements about external recruitment is false? |
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Definition
| external recruiting provides supervisors with a better assessment of applicant's abilities than internal recruiting |
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Term
| which of the following is considered an external recruiting strategy |
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Definition
| using internship programs |
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Term
| which of the following types of interview questions is most likely to lead job applicants to respond with answers they know the interviewer wants to hear? |
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Definition
| closed or direct questions |
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Term
Felicia needs to train 40 reservationists at her corporation's call center of the techniques to be used for an upcoming phone sales blitz. Which type of training would be most effective? |
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Definition
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Term
| a _____ tells what tasks an employee in a certain position must perform. |
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Definition
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Term
| a ________ tells how to perform a specifi task by listing the steps, how to perform the steps, and how well the task should be performed |
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Definition
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Term
| Tina, the trainer, is repeating the steps for reconciling room status descrepancies. At what step is Tina in the four step method? |
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Definition
| Step two: conduct the training |
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Term
| Kara often hums to herself when shes reviewing accoutns and posting new charges. What might this say about her learning style? |
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Definition
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Term
| juan nearly always takes notes during pre-shift meetings. What might this indicate about his learning style? |
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Definition
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Term
| the supervisors role in general property orientation includes all of the following except: |
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Definition
| outlining the responsibilities in the employee's job description |
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Term
| which of the following statement about specific job orientation is false? |
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Definition
tours are not necessary to specific job orientation as they are conducted in general property orientation |
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Term
| hospitality training encompasses the three S's: |
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Definition
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Term
| which of the following is not a quality of a good trainer? |
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Definition
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Term
| which of the following supervisory tools helps a housekeeping supervisor to specify the quality of work needed to clean or maintain items within a hotel? |
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Definition
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Term
| if the time available for guestroom cleaning during a work shift is 6 hours and 48 minutes and each room attendant is expected to clean 17 guestrooms per shift, the time it takes for one room attendant to clean one guest room is |
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Definition
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Term
| supervisors determine productivity standards by: |
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Definition
| determining the amount of time required to perform a given task by trained staff members |
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Term
| which of the following staff positions are likely to have work schedules that change in relation to changes in hotel occupancy? |
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Definition
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Term
| which of the following housekeeping positions is most likely to have a work schedule that varies directly in relation to hotel occupancy? |
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Definition
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Term
| the minimum labor required to run a food service operation, regardless of business volume is called the: |
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Definition
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Term
| if the productivity standard at a 100-rom hotel is 30 minutes to clean one guestroom, how many room attendant labor hours are needed to clean guestrooms when the hotel is at 80% occupancy? |
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Definition
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Term
| Developing a staffing guide for each departmental position enables that scheduler primarily to ______ for each position |
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Definition
| plan the number of labor hours needed |
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Term
| Jennifer, the catering manager at the Season's Resort, uses a base adjustment approach to forecasting sales. In order to take seasonality of business into account, Jennifer would: |
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Definition
| Use data from that same period in the previous year as a base figure |
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Term
| The Fun Family Rstaurant uses a base adjustment approach for forecasting covers and scheduling staff. In April, the restaurant had 5,000 covers. The unit manager expects business in May to decrease by 5% due to cutbacks in marketing and |
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Definition
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Term
| The Dinner Deli uses a moving average time series approach to forecast dinner slaes. If sals for the past three weeks were 2,000, 3,000, and 2,500, what would the sales forecast be for the upcoming week? |
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Definition
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Term
| the two tools managers used to schedule staff members are that staffing guide and |
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Definition
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Term
| which of the following help ensure that the greatest number of employees are working during peak business hours? |
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Definition
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Term
David, the new supervisory at the Knife and Fork Restaurant, compared that operation's current staffing guide with budgeted labor costs for the next several months. He concluded that his work schedules were prepared on the basis of the current st |
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Definition
| keep quality requirements and raise productivity |
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Term
| Everyday and every week, the supervisor of the Rawhid Chow Wagon restaurant compares the actual hours each staff member works with the number of hours for which the staff member was scheduled to work. Supervisors perform this comparison in order to: |
|
Definition
| Monitor and evaluate the scheduling process |
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Term
| Everyday and every week, the supervisor of the Rawhide Chow Wagon restaurant compares the actual hours staff member works with the number of hours for which the staff member was scheduled to work. Supervisors perform this comparison in order to: |
|
Definition
| monitor and evaluate the scheduling process |
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Term
| which of the following statements about scheduling and labor control software applications is true? |
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Definition
| scheduling and labor control software applications prompt supervisors of their staffing requirements based on their operations productivity standards a specific demand drivers. |
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Term
| the best way for supervisors to increase the productivity of employees is to? |
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Definition
| continually review and revise performance standards |
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Term
| supervisors can best overcome their fear of offending employees when conducting their performance evaluations by? |
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Definition
| focusing on the employees performance and not on the employee |
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Term
the general supervisor of a large downtown hotel requires that the final performance evaluation ranking of all employees confirm statistically to a bell shaped curve. This method of evaluating performance is called? |
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Definition
|
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Term
| at the fair food restaurant, supervisors are trained to recency errors when conducting performance evalutations of their staff. All supervisors are required to keep logs that focus on the behavior of employees in specific situations. This meth |
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Definition
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Term
| the most widely used performance evaluation method in the hospitality industry is? |
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Definition
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Term
| which of the following performance evaluation methods can be undermined by supervisors and employees setting easy to achieve goals? |
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Definition
| management by objectives method |
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Term
| josh has worked at Star Hotel for 3 years and, for the most part, has been a model employee. However, over the past month, Josh called in sick seven times and was also late for work twice. Each time you try to talk to Josh about his attendance |
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Definition
|
|
Term
| the general supervisor of a large downtown hotel requires that the final performance evaluation rankings of all employees conform statistically to a bell shaped curve. This method of evaluating performance is called: |
|
Definition
|
|
Term
| At the Fair Food Restaurant, supervisors are trained to recency errors when conducting performance evaluations of their staffs. All supervisors are required to keep logs that focus on the behavior of employees in specific situations. This meth |
|
Definition
|
|
Term
| the most widely used performance evaluation method in the hospitality industry is |
|
Definition
|
|
Term
| which of the following performance evaluation methods can be undermined by supervisors and employees setting easy to achieve goals? |
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Definition
| management by objectives method |
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Term
| Several kitchen workers have complained again about Henry's use of offensive language. You spoke to Henry about this very thing just two weeks ago and though the situation was resolved. Which of the following supervisory actions is likely to b |
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Definition
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|
Term
| which of the following statements about goal-setting is false? |
|
Definition
| unattainable performance goals challenge employees and motivate them to better performances |
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Term
| when coaching employees, a supervisor should do all of the following except: |
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Definition
| criticize the employee on parts of the job the employee does wrong |
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Term
| an employee has been late to work a significatn number of times. The supervisor calls this employee into the office and discussed the tardiness problem. As a result of the coaching session, the employee improves. When, if ever, should yo |
|
Definition
| the next morning that the employee is on time |
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Term
| during formal coaching sessions, a supervisor should do all of the following except: |
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Definition
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Term
| which of the followin statements about discipline is true? |
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Definition
| instances of disciplinary action should be documented |
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Term
| using disciplinary action as a form of punishment: |
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Definition
| fails to address the causes of unacceptable behavior |
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Term
| the goal of disciplinary action is to: |
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Definition
| close the gap between an employee's unacceptable behavior and the required standard of performance |
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Term
| when disciplining employees, the supervisor's role is that of |
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Definition
|
|
Term
| positive reinforcement works lease effectively when supervisors make it: |
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Definition
|
|
Term
| the easiest wronful discharge case for an employee to win is one in which: |
|
Definition
| the supervisor enforces rules unfairly |
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Term
| when deciding whether to take disciplinary action, it is important for the supervisor to distinguish facts from allegations and opinions. Which of the following statements is an allegation? |
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Definition
| Jim was very specific in his complaint. He said you cursed him yesterday when he bumped you in the hallway |
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Term
before deciding to take disciplinary action, a supervisor should know all of the following except: |
|
Definition
the precise cause of the unacceptable behavior |
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Term
in a session where a supervisor is taking disciplinary action, the employee becomes upset, defensive, argumentative, and hostile. The supervisor should: |
|
Definition
Listen until the employee has finished and then say "I can understand that you are upset and angry" |
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Term
| which of the following is the best example of what could be an example of bona fide occupational qualifications? |
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Definition
male attendants in a men's locker room |
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Term
| The burden of proof that a bona fide occupational qualification is required for a praticular job rests with: |
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Definition
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|
Term
which of the following topics would not typically be covered in collective bargaining agreements? |
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Definition
|
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Term
| which of the following actions can management take to influence a union organizing campaign? |
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Definition
| explain that, even if the union wins the election, it must still bargain with management |
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Term
| all of the following are actions management can take to influence a union organizing campaign except: |
|
Definition
| promise benefits to employees who vote againse the union |
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Term
| when two conflictin parties meet a third party who reviews the situation and gives advice on how to resolve the dispute, it is called: |
|
Definition
|
|
Term
| a collection of staff member with similar skills, brought together because there is more work to do than one person can complete in the required time describes a _____ work team |
|
Definition
|
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Term
| a hotel sales manager, food beverage director rooms manager and head of mainenance meet to plan how they will coordinate their efforts on behalf of a client who had booked a business conference at the hotel. This group of people is an example of a: |
|
Definition
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|
Term
| which of the following statements about supervisors and power is true? |
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Definition
| supervisors have a great deal of personal power |
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Term
| Sheena is interviewing Carlos for a food server position. She asks him a question such as What are you hobbies and do you have a pet? sheena knows that it is important to ask these questions of applicants because: |
|
Definition
| supervisors must connect personally with staff members before they can connect professionally with them |
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|
Term
which of the following statements about managing conflict is true? |
|
Definition
conflict within an organization is inevitable |
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|
Term
| which of the following statements about manageing conflict is true? |
|
Definition
| conflict within an organizaiton is inevitable |
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|
Term
| conflicts among departments arising over the distribution of limited resources are best resolved by: |
|
Definition
| management decisions based on the overall goals of the organization |
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|
Term
| which of the following statements about sources of conflict is false? |
|
Definition
| well-trained and well-coached employees can be empowered with high decision latitude |
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Term
| Aaron, the kitchen supervisor, never backs down from his employees. Whenever conflict arises, he is sure to pull rank and demand a resolution that meets his own neeeds as a supervisor. His conflict management style is best categorized as: |
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Definition
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|
Term
Since compromise, as a conflict management style, imposes partial solutions, the outcome for the parties in conflict is likely to be: |
|
Definition
|
|
Term
| when adopting the conflict management style of mutual problem-solving, its important for supervisors to remember that: |
|
Definition
| the focus should be on achieving an outcome that benefits each party in conflict |
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|
Term
| when adopting a mutual problem solving conflict management style, you want to create solutions that will leave each side: |
|
Definition
| feeling as satisfied as the other |
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|
Term
| the best place to meet with an employee to address a situation involving conflict is: |
|
Definition
|
|
Term
| Dena is about to begin a session to resolve a conflict between two employees. The best way for her to open the session is by saying: |
|
Definition
| the work of our department is being affected by something that seems to be going on between the two of you. Is there anything you want to talk about? |
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Term
| a supervisor is meeting with an employee to resolve a conflict. At the very start of the meeting, the employee has an emotional outburst. The supervisor should: |
|
Definition
| Let the employee calm down before proceeding |
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|
Term
| when managing conflict between employees, the supervisor can help reduce the defensiveness of employees by: |
|
Definition
| focusing on the conflict, not on the personalities |
|
|
Term
| which of the following statements about managing conflict between employees is false? |
|
Definition
| steer clear of feelings and emotions, keep the employees focused on resolving the conflict |
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Term
| to make progress in many conflict management situations, supervisors must often discover the feelings of the employees involved in the conflict. The best way to discover these feelings is to: |
|
Definition
| encourage employees to clearly express what they feel |
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Term
| Lucy, a housekeeping supervisor, complained to her boss when the front office manager let three room attendants leave work before the end of their shift. Which of the following management principles may have been violated? |
|
Definition
|
|
Term
| Monique, the dining room supervisor at the end around restaurant, was concerned that when servers were unhappy with their work schedules or station assignments they took their complaints directly to the restaurant manager and not to her. Which of th |
|
Definition
|
|
Term
| Elizabeth, the director of sales at the 400-room benchmark hotel, delegated to bill the reservations manager, the task of changing room rates for all future reservations taken for the last week of the month. Bill immediately sent emails to in-house |
|
Definition
| Elizabeth, the director of sales |
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|
Term
A frusturated employee says to you "no one ever helps! I alwasy get stuck with the jobs nobody else wants. Why do peple take advantage of me all the time?" yo uthe supervisr, respond by saying "You feel that work assignments |
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Definition
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