hospitality Ch 1,2,3

Besides giving information that will allow the new hire to function effectively, what is the other main purpose of an effective orientation program? a.To make the employee feel welcome b.To provide subtle but needed hazing to determine "fit" c.To impress the employee with the need to perform d.To develop a sense of competition with others

a

How can the trainer motivate the trainee to pay attention and learn? a.Relate content of training to success on the job b. Through use of jokes, music, and other props c.Threaten to report the employee to management d.If the trainee fails to learn, it is his or her own fault.

a

How can training all employees reduce an operation's legal liability? a.It provides equal chance for success and promotion and reduces safety concerns. b.By increasing customer satisfaction, they are less likely to become disgruntled and sue. c.It shifts responsibility from employers to employees, as they now know what to do d.Motivated employees are less likely to file compensation or unemployment claims.

a

What is the difference between a training plan and a training lesson? a. a plan organizes programs and a lesson organizes individual session b. A lesson organizes programs, and a plan organizes individual sessions. c.Lessons are used for hourly employees, and plans for salaried workers d.The two terms are interchangeable, meaning the same thing

a

What refers to a training strategy in which a trainee combines and demonstrates several steps in a job task that has already been learned? a. integrative practice b. practice c. presentation d. performance

a

What refers to specifying the required quality and quantity outputs that define the correct way to perform a task? a. performance standard b.job breakdown c. job description d.task analysis

a

Which part of a clearly stated training objective refers to the situations in which the trainee will be able to perform? a. conditions b. repitition c.responsibility d. standards e. performace

a

what is the focus of a new hire checklist a.Ensuring that hiring documents are produced or completed b.Helping employee realize significant potential of job c.Providing equal opportunity to learn about operation d.Double checking the accuracy of employment application

a

How should managers address a diverse work environment when employee conflicts arise? a.Focus on the issue, not personalities b.Discourage whiners from making a fuss c.Make jokes to ease the tension d. Wait until someone complains

a. Focus on the issue, not personalities

Which leadership style is considered to be the best approach for managing inexperienced employees who must learn proper procedure? a. autocratic b. laissez-faire c. democratic d. bureaucratic

a. autocratic

What two types of information do interviews seek to determine regarding job applicants? a. expectations and experience b. plans and skills c. strengths and weaknesses d. background and character

a. background and character

what refers to the keeping the establishment on track to achieve goals through setting performance standards and determining whether they are obtained a. controlling b.evaluating c. coordinating d. supervising

a. controlling

Which step of the Employment Cycle is the evaluation of knowledge, skills, and abilities to assess their fit for the job and the operation? a. screening applicants b. hiring c. finding sources d. recruiting

a. screening applicants

what relationship may job descriptions have with pay a. they can provide a basis for structuring salary ranges b.nothing. these are areas to be considered separately c. carefully wording can avoid the need to pay overtime d.it is important to be broad so that any task can be required

a. they can provide a basis for structuring salary ranges

what can a manager do to foster positive cross-cultural interaction? a. Model behavior expected of employees b.Tease employees about stereotypes c.Tell jokes about groups to break the ice d.Insist on English-only communication

a.Model behavior expected of employees

What sort of screening process is performed when candidates have reached the finalist stage of the employee selection process? a. Reference, background checks, and possibly applicant tests b.An employee handbook is given and signed for, and orientation is scheduled. c.Salary or wage negotiations to see if agreement can be reached d.W-2 and other government forms are completed as required.

a.Reference, background checks, and possibly applicant tests

what is an important reason to perform a background check a. To prevent lawsuits or accusations over negligent hiring b.To determine that no unreasonable level of debt exists c.To ascertain that photos of prepared food were made by applicant d.To verify that the driving record on the application is accurate

a.To prevent lawsuits or accusations over negligent hiring

Is it legal to require an applicant to submit to a drug test as part of the hiring process? a.Yes, but it must be fair to all and law must be followed in administration. b.Yes; employers may require any selected individual to submit to this. c.Yes; employers may require any category of worker to submit to this d.No. These tests are legal only if they are voluntary and non-binding.

a.Yes, but it must be fair to all and law must be followed in administration.

Are reference checks still a part of today's screening process a.It is widely accepted that very little useful information can be gained through this process. b.Yes, but the same questions must be asked by all and the same procedure followed. c.Yes, but questions can be fashioned for specific candidates to gain useful information. d.It is no longer used in light of the Internet background checks available, which can be very useful.

b

In regards to training, how accurate is the phrase, "Those who can't, teach"? a.Inaccurate; trainers should be experts whom others can observe and learn from. b.Inaccurate; trainers must be proficient at tasks and good at all aspects of training. c.Accurate; the best trainers are often actually bumblers on the job, thus patient with new hires. d.Accurate; it is not necessary to be proficient in any task in order to be able to train.

b

What is an advantage that group training has over one-on-one training? a. it is more interesting for the trainer to present to a group. b. It saves time when many need to receive the same information.. c.It is cost effective as the trainer needs to be paid only once to deliver d.It can be done on-site when the facility is closed for business.

b

What refers to the process used to identify each task that an employee must do and explain how it should be done? a. job description b. performance standard c. job breakdown d. position analysis

b

When determining the time frame of an orientation program, what is the primary objective that must be met? a.Make it as short as possible so that employees can get to work b.Determine what information is required to meet customers' needs c.Cost effectiveness d.Weed out hiring "mistakes" before benefits kick in

b

What is the purpose of having an organizational code of ethics? a.As a marketing technique to attract the socially conscious b.As a safety check for evaluating decisions before implementation c.To meet legal, labor, and environmental requirements d.To answer investor needs for accountability

b. As a safety check for evaluating decisions before implementation

Which leadership approach encourages employees to participate in the decision-making process that leads to cooperation and group spirit? a.Bureaucratic b.Democratic c.Autocratic d.Laissez-faire

b. Democratic

How does a well-written job description assist in the applicant screening process? a. It legally rejects those who wouldn't fit in. b.It provides a foundation for evaluation of candidates. c.It entices a wider pool to apply d.It uses key words to attract desirable candidates.

b. It provides a foundation for evaluation of candidates.

what benefit can be gained from learning about workforce generations and their differences a. It is best to treat everyone exactly the same regardless of their differences in order to follow the law. b.Those who better understand and appreciate each may more effectively facilitate work of staff of different ages. c. It is a mistake to make generalizations about any age group, and more harm than good can come of this. d.Hospitality primarily uses youthful entry-level workers, so that understanding them is of primary importance.

b. Those who better understand and appreciate each may more effectively facilitate work of staff of different ages.

what refers to a legally binding employment agreement a. at will b. contract c. offer d. letter

b. contract

What refers to rules or principles that help define what is right and what is wrong? a. experience b. ethics c. laws d. Morale

b. ethics

What kind of recruiting is being used when a restaurant works with a school to sponsor an internship program? a. internal b. external c. promoting from within d. networking

b. external

Which step of the Employment Cycle is the development of a system for identifying groups of persons who might be interested in working at the operation? a. recruiting b. finding sources c. screening d. hiring

b. finding sources

A group identified as members of a minority is seated in a server station. The server complains that members of this group are poor tippers. What is this belief referred to as? a. streetwise b. worldview. c. sterotype d. upbringing

b. worldview

Are there any problems with the following job posting? "Waitress wanted for high-volume sports bar near campus. Perfect for co-eds." a.No. The ad is well written and should appeal to targeted applicants for the position. b.Yes. The ad contains discriminatory language in reference to gender and implication of student age. c. Yes. The ad contains language that may imply that males are not welcome to apply d.Yes. It fails to mention what additional qualifications (such as legal to sell alcohol) need to be met.

b.Yes. The ad contains discriminatory language in reference to gender and implication of student ag

Is training needed only with new hires and low performers? a. No; average employees benefit from repetition of basic skills training. b.Yes; all others should be competent or no longer employed c.No; new equipment or procedures also require it. d.Yes; it is too expensive and time consuming to do otherwise. d.Yes; it is too expensive and time consuming to do otherwise.

c

What refers to the confidential file that contains documents related to hiring, training, evaluating, promoting, and, if necessary, disciplining an individual? a. employee b.public information c.personnel d.labor

c

Which method of determining a training need is referred to when managers notice work methods that differ from standard operating procedures? a.Receiving input from guests b. analyzing information c. observing work performance d.conducting exit interviews

c

what is a benefit of a task breakdown a.Although it is a complex process, it is of great help in the recruitment procedures. b.It is a useful tool for screening applicants to particular jobs with regard to bona fide employment requirements. c.It tells the correct way to perform a task to best ensure that performance standards have been met. d.It helps develop a task list used for annual employee evaluation and consideration for raise.

c

what involving arranging group efforts in an orderly manner? a. staffing b.planning c. coordinating d. organizing

c. coordinating

What refers to understanding that each employee is unique, thus fostering acceptance and respect extending to customers and vendors? a.Discrimination b. labor law c. diversity d.Equal Employment Opportunity Act

c. diversity

Which leadership factor is referred to as gaining cooperation through caring acts, using persuasion to convince employees, and offering constructive feedback? a. Leading consistently b.Providing direction c.Influencing others d.Championing change

c. influencing others

What would be an advantage to becoming an "employer of choice"? a. ability to transfer b. less need for managers c. maximize employee retention d. lower labor cost

c. maximize employee retention

Which leadership factor is defined as giving pep talks, asking employees for advice and praising their work, keeping them informed, and providing them with a sense of belonging? a. proving direction d. coach and develop c. motivating others d. lead consistently

c. motivating other

What must an employer do to provide reasonable accommodations under the ADA a. Provide access to and from the facility within and out for employees and guests, including elevators and ramps b. Lower quality service or production standards so that a person with a disability can perform the job c.Make adjustments or modifications to enable people with disabilities to perform the essential functions of the job d. Perform actions that cause significant difficulty or expense but nevertheless are considered worthwhile to ADA

c.Make adjustments or modifications to enable people with disabilities to perform the essential functions of the job

Besides those required by law, which are the most critical documents to be completed and produced in the new hire process? a.Standard employee application form b.Emergency contact and signed policy agreements c.Benefit enrollment forms due to lead time d.Those that put the employee on the payroll

d

What activity, regardless of position hired for, is among the most important in the entire orientation process? a.Identification of key managers and organizational structure b.Completion of any outstanding paperwork c. explanation of benefits and schedules d.review of mission, culture, goals, and history

d

What document demonstrates that an employee is legally able to work in the United States? a. voters registration b.birth certificate c.passport d.form I-9

d

What is the ultimate purpose of evaluating the orientation program? a. cost cutting b. illusion of input c. reduce time spent d. to improve it

d

What refers to a training method used to teach the same job-related information to more than one employee at the same time? a. corporate b. self-pace c. on-the job d. group

d

Which part of training involves the greatest amount of mental activity and thus learning for the trainee? a. listening to the trainer b. reading the manual c. taking notes during training d. doing or practicing lesson

d

Why is the four-step training method the choice of many hospitality operations? a.It is the least costly and time consuming of all methods b.There are many online and video resources available. c.Most corporations employ trainers for openings d.It can be done one-on-one by an experienced employee

d

Which of the following would a seaside restaurant forecasting staff likely need to examine first for the summer season? a. Staffing patterns for the restaurant industry b. History of turnover for the establishment c.Last month's revenues and staffing patterns d.Last summer's revenues and staffing patterns

d, Last summer's revenues and staffing patterns

The café had 7 of the average 42 employees in their workforce terminate last year. What was the employee turnover rate? a. 6 percent b. 29.4 percent c.35 percent d 16.7 percent

d. 16.7

Which of the following is an example of a manager facilitating employees' work? a.The head chef stands on a cat walk above the kitchen and shouts at workers when errors in process are observed. b.The bar supervisor takes credit for all positive guest comments and does not pass these on to bartenders and cocktail servers. c.The manager notices that the server is flustered and takes over the server's station, telling the server to clock out. d.Cooks each have been issued thermometers and have been trained to use them in standardized recipes.

d. Cooks each have been issued thermometers and have been trained to use them in standardized recipes.

What does it mean to have a "contingent" job offer? a. The offer stands if no better candidate appears within a specified time period. b. The offer can be withdrawn at any time without explanation or penalty. c. The offer stands if the applicant accepts the job offer within a specified time period. d. The offer stands if reference checks, drug tests, or other factors are satisfactory

d. The offer stands if reference checks, drug tests, or other factors are satisfactory.

what refers to the act of treating persons unequally for reasons that do not relate to their abilities a.Diveristy B American with Disabilities Act c. Labor pool d. Discrimination

d. discrimnation

Which component of the job description refers to what a person in this position does? a. identification information b. position manager c. requirements d. duties

d. duties

What refers to determining how and by whom work tasks will be done? a. coordinating b. staffing c. planning d. organizing

d. organizing

What refers to defining goals, establishing strategies to achieve them, and designing ways to get work done? a.staffing b. organizing c. coordinating d. planning

d. planning

What is an advantage to the practice of promoting from within? a. Employees tend to recommend others like themselves. b.Reference checks and drug screening are already done. c.Fresh perspective and ideas are brought in d.It rewards employees for good performance.

d.It rewards employees for good performance.