HSA 210

Which of the following statements about sources of conflict is false? (Chapter 11) A. a diverse staff means that employees will always be in conflict B. communication problems are at the rot of many conflicts C. well-trained and well-coached employees can be empowered with high decision latitude D. employees, supervisors, and managers can experience conflicting emotions if their duties and responsibilities are not clearly defined

A. a diverse staff means that employees will always be in conflict

Which of the following statements about motivating staff is true? (chapter 10) A. a supervisor cannot motivate employees; employees must motivate themselves B. motivation is not a supervisory issue because employees are paid to do what their supervisors tell them to do. C. supervisors are responsible for motivating all employees in their departments D. staff motivation would not be a problem if supervisors raised the level of their expectations

A. a supervisor cannot motivate employees; employees must motivate themselves

Last night, Laura (a food server) wanted to punch out early. When she and Denise (another food server) argued about side-work responsibilities, the supervisor stepped in. Denise held her tongue thinking that "reason" would prevail. Laura, on the other hand, argued louder and became even more agitated until the supervisor agreed with her, let her off for the night, and gave the side work to Denise. the supervisor's conflict management style seems to be that of: (Chapter 11) A. accommodation B. compromise C. avoidance D. competition

A. accommodation

Which of the following cannot be delegated? (chapter 12) A. accountability for accomplishing a task B. authority to complete a task C. accountability for accomplishing a task D. none of the above can be delegated

A. accountability for accomplishing a task

Which of the following is typically the last activity in the sequence of operational planning? (Chapter 1) A. an operations budget B. a marketing plan C. a long-range plan D. a business plan

A. an operations budget

Decision-making falls into which of the following skill sets? (Chapter 1) A. conceptual skills B. human relations skills C. technical skills D. personal skills

A. conceptual skills

Which of the following statments about time management software applications is false? (Chapter 12) A. electronic to-do lists set all tasks as the same priority level B. Electronic time management systems enable users to track tasks their percentage of completion C. electronic time management systems provide automatic prompts and reminders about tasks and scheduled meetings D. Electronic time management systems can post regularly occurring meetings and block time on a calendar for appropriate days for several weeks into the future

A. electronic to-do lists set all tasks as the same priority level

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; (Chapter 11) A. encourage employees to clearly express what they feel B. interrupt employees and ask them to clarify their emotions C. offer interpretations of what you may think they are feeling D. sympathize and agree with their feelings

A. encourage employees to clearly express what they feel

When managing conflict between employees, the supervisor can help reduce the defensiveness of employees by: (chapter 11) A. focusing on the conflict, not on the personalities B. telling the employees that everything is okay C. insisting that the employees not be defensive D. having your boss present during the meeting

A. focusing on the conflict, not on the personalities

What performance evaluation error occurs when supervisors evaluate employees positively based on a single action, behavior, or trait? (Chapter 6) A. halo error B. severity error C. recency error D. central-tendency error

A. halo error

Joel is the banquet service supervisor at the Glitz Country Club. Several months ago he formed two banquet service teams from the most experienced and well-trained employees on his staff. The teams are empowered to plan, deliver, and evaluate the food service for a number of functions held at the club. Joel's leadership style with these teams is likely to be: (chapter 10) A. laissez-faire B. bueeaucratic C. dictatorial D. autocratic

A. laissez-faire

Coaching and evaluating job performance are among the best tools a supervisor has to increase employee motivation because they: (chapter 10) A. let employees know how well they are performing their jobs B. enable the supervisor to push for greater productivity C. Provide a paper trail documenting unacceptable behavior D. are the basis for raises and promotions

A. let employees know how well they are performing their jobs

Sometimes referred to as legitimate power, what type of power stems from the formal authority granted to a position within the hierarchy of an organization? (chapter 10) A. position B. reward C. coercive D. expert

A. position

After listing all of the tasks on a daily to-do list, the next step in managing your time should be to: (Chapter 12) A. prioritize tasks in terms of which are to be done first, second, third, etc. B. delegate what you can and do the rest yourself C. file it away for a day that is not so busy D. accomplish all the short tasks first and leave the longer tasks for later in the day

A. prioritize tasks in terms of which are to be done first, second, third, etc.

Henry, the housekeeping supervisor, is attempting to resolve a conflict between himself and a room attendant. The room attendant suggests a solution that Henry feels is totally impractical and wrongheaded. Henry should respond by saying: (chapter 11) A. "How would you implement that solution?" B. "Lets not waste time discussing impossible solutions" C. "No one in their right mind would think that would work" D. "That won't work. What else do you suggest?"

A. "How would you implement that solution?"

What tool can be useful in helping workers see how they can progress within an organization? A. Career ladder B. Cross-training C. Lateral transfer D. Staff appointment

A. Career ladder

What active listening skill is being used when a listener repeats a speaker increase understanding? (Chapter 2) A. Mirroring B. Summarizing C. Paraphrasing D. Self-disclosure

A. Mirroring

Which of the following misconceptions about time management may be covering up a supervisor's inability or unwillingness to train and develop staff? (chapter 11) A. "My job as a supervisor isn't to manage time, it's to put out fires" B. "I'm the oly one who can really do this task the right way." C. "My job is different every day, specific schedules won't work D. I get so may interruptions, time management is impossible

B. "I'm the only one who can really do this task the right way"

Work procedures and methods are examples of an organization's A. Goals B. assets C. objectives D. Competencies

B. Assets

Which management principle states that the interests of the organization than the interests of its individual employees? (Chapter 1) A. Centralization B. Common Good C. Employee Initiative D. Organizational Hierarchy

B. Common Good

What is an activity that would likely be undertaken by a tactile learner? (Chapter 4) A. Taking notes B. Communicating by touching C. Reading important points aloud D. Talking to themselves when bored

B. Communicating by touching

Stephanie is analyzing how she actually spends time at work. She is especially interested in planning her time more wisely in the future. She wants to find out which part of each day is typically the most productive for her. The best time management tool for Stephanie to use would be: (Chapter 12) A. job analysis forms B. daily time logs C. a weekly planning guide D. a day-timer calendar

B. Daily time logs

What group of employees might react most negatively if one of the group members is reprimanded by a supervisor? A. interns B. Employed relatives C. Work-study participants D. Externally recruited workers

B. Employed relatives

What employee evaluation method requires supervisors to select one statement (from among several) that describes how well an employee performs? (Chapter 6) A. Graphic rating sale B. Forced choice approach C. Critical incident approach D. Weighted checklist approach

B. Forced choice approach

In a hotel, what department would be considered a staff department? (Chapter 3) A. Accounting B. Front desk C. Housekeeping D. Food and Beverage

B. Front desk

Who would NOT be considered an internal customer for a restaurant server? (Chapter 4) A. Cook B. Guest C. Busser D. Cashier

B. Guest

All evaluations of employee competency should be done regularly and (Chapter 6) A. in public B. objectively C. subjectively D. by the same supervisor

B. Objectively

In the hospitality industry, most employee training involves standards, service, and (Chapter 4) A. Sales B. Safety C. Sequence D. Supervision

B. Safety

Ricardo supervisors the crew at the Fast Burger concession at the city's airport. His staff turns over so quickly that at any point in time more than half the employees are still at some stage of training. Ricardo's leadership style with this crew is likely to be: (Chapter 10) A. participatory B. autocratic C. democratic D. laissez-fair

B. autocratic

Thad is the newly hired supervisor of the information technology staff at the corporate headquarters of a large national hotel chain. His staff of four employees is competent, but inexperienced. None has been with the company for more than a year. For the first several weeks on the job, Thad would be wise to adopt which of the following leadership styles? (Chapter 10) A. autocratic B. bureaucratic C. democratic D. laissez-faire

B. bureaucratic

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 needs as the supervisor. His conflict management style is best categorized as: (Chapter 11) A. accommodation B. competitive C. compromise D. avoidance

B. competitive

The supervisor's role in motivating staff is to: (Chapter 10) A. accept responsibility for the minimal efforts given by some employees B. create conditions that encourage employees to become motivated C. discipline unmotivated employees D. require a full day's work for a full day's pay

B. create conditions that encourage employees to become motivated

The best place to meet with an employee to address a situation involving conflict is: (Chapter 11) A. in a private office B. dependent on the nature of the conflict C. at the employee's work area D. off site

B. dependent on the nature of the conflict

A supervisor finds that nearly all front desk agents are having difficulty printing up-to-date PMS room status reports. The best solution for this problem is likely a (Chapter 6) A. mentoring program B. group training session C. off-the-job training session D. one-on-one training session

B. group training session

Over time, having too few employees to serve guests will (Chapter 5) A. increase turnover and increase profits B. increase turnover and decrease profits C. decrease turnover and increase profits D. decrease turnover and decrease profits

B. increase turnover and decrease profits

Tome and Jerry each work 20 hours per week at the same job, in the same facility, but at different times of the day. Tom and Jerry are participating in (Chapter 3) A. flex-time B. job-sharing C. telecommunicating D. compressed schedules

B. job-sharing

Conflicts among departments arising over the distribution of limited resources are best resolved by: (Chapter 11) A. the direct intervention of the general manager B. management decisions based on the overall goals of the organization C. corporate directives and support mechanisms D. a grievance committee of department managers

B. management decisions based on the overall goals of the organization

What type of information should a supervisor ignore when deciding whether a disciplinary action is required? (Chapter 7) A. Statistics B. Opinions C. Photographs D. Written records

B. opinions

The easiest wrongful discharge cases for employees to win are those in which workplace rules are (Chapter 7) A. fairly enforced B. unfairly enforced C. listed in the employee's handbook D. not listed in the employee's handbook

B. unfairly enforced

Jeff is a newly hired employee and a potential star performer. His job knowledge and skills are still relatively low, but he does a good job with guests and is the first to help out co-workers. Which of the following motivational strategies would be most appropriate for you to adopt? (Chapter 10) A. Provide the necessary training/coaching to raise Jeff's performance a notch or two higher B. get to know Jeff's needs, interests, and goals and link them with department/organizational goals C. learn why jeff is so highly motivated and transfer the knowledge when working with the rest of your staff D. none of the above

A. provide the necessary training/coaching to raise jeff's performance a notch or two higher

The quantity of work that can be done will increase, and labor expenses will be lower than budgeted, if (Chapter 5) A. quality expectations are set too low B. quality expectations are set too high C. quantity expectations are set too low D. quantity expectations are set too high

A. quality expectations are set low

What approach are supervisors using when they classify employees in order, and from best to worst? (Chapter 6) A. Simple ranking B. Paired comparison C. Forced distribution D. Alternative ranking

A. simple ranking

Believing that all people in particular ethnic group are overly aggressive is an example of: (Chapter 8) A. stereotyping B. appreciating cultural differences C. acculturation D. multiculturalism

A. stereotyping

Enrique's "can do" attitude was an important factor in his recent promotion to dining room supervisor at the Fitness Club Restaurant. In his new position, Enrique is busier than ever before but seems to be accomplishing less and less. He seems pulled from one person to the next, from one problem to the next, from one crisis to the next and the work schedules are posted later and later, his reports have more and more errors, and his attitude seems to be changing for the worse. Enrique probably needs help with: (Chapter 12) A. time management skills B. conflict management skills C. change management skills D. coaching skills

A. time management skills

What is a question supervisors can avoid thinking about before discharging an employee who broke a workplace rule? (Chapter 7) A. who wrote the rule? B. did the employee know the rule? C. has the rule been consistently enforced in the past? D. was the importance of the rule explained to the employee?

A. who wrote the rule?

Enrique, an experienced supervisor at the Jackson Restaurant, offers advice to Jennifer, a newly hired dining room supervisor. Enrique suggests, "You really need to be consistent with the staff. Treat everyone the same. If you're going to go by the book, then go by the book - no exceptions. If you're going to call all the shots, then call them - after a while no one will expect any more or any less. Just be the same tomorrow that you were today. And be the same today that you were yesterday." Enrique's advice is: (Chapter 10) A. Good: the only way to be fair is to treat everyone the same B. Good: when employees know what to expect, they won't be disappointed C. Poor: A supervisor needs to be flexible - able to adopt different leadership styles for different employees in different situations D. Poor: when employees know what to expect, they'll know how to manipulate you to achieve their own ends

C. Poor: a supervisor needs to be flexible - able to adopt different leadership styles for different employees in different situations

The most effective type of motivation comes from: (chapter 10) A. the threat of discipline B. the organization's efforts to recognize top performers C. a serious and deliberate effort by the individual employee D. monetary incentives

C. a serious and deliberate effort by the individual employee

All of the following are time robbers except: (chapter 12) A. procrastinating b. setting unrealistic deadlines for tasks C. establishing priorities D. overloading your schedule with meetings and tasks

C. establishing priorities

At the As You Like It Hotel, the reservations function was recently reorganized and made part of the sales department. Karen, the reservations supervisor, is now caught in the middle of a conflict between her new boss, the director of sales, and her old boss, the front office manager. The director of sales insists on blocking more rooms for potential group business while the front office manager wants more rooms made available for sale to regular hotel guests. What should Karen do? (Chapter 11) A. appeal directly to the general manager for guidance B. act on the basis of what she believes to be the overall goals of the hotel C. follow her new boss's direction and hope the two managers are able to resolve the conflict D. follow her previous boss's direction and hope the two managers are able to resolve the conflict

C. follow her new boss's direction and hope the two managers are able to resolve the conflict

Sam has been a difficult employee to figure out. He seems to have the necessary job knowledge and skills, but the consistency falls short of meeting the departments' performance standards. Which of the following motivational strategies would be most appropriate for you to adopt? (chapter 10) A. provide the necessary training/coaching to raise sam's performance a notch or two higher B. don't waste your efforts and tag sam as a likely candidate for termination C. get to know sam's needs, interests, and goals and link them with department/organizational goals D. none of the above

C. get to know sam's needs, interests, and goals and link them with department/organizational goals

All of the following are factors related to organizational climate that affect the leadership stle adopted by a supervisor except: (Chapter 10) A. traditions and values of the organization B. emphasis on cost effectiveness and bottom line profits C. personal preferences of other supervisors D. emphasis on employee participation

C. personal preferences of other supervisors

What is the ability to influence the behavior of others? (Chapter 10) A. motivation B. empowerment C. power D. leadership

C. power

Managing time and sticking to priorities becomes easier for supervisors when they: (Chapter 12) A. delegate the lowest priority tasks to their employees B. avoid all interruptions and follow their to-do lists C. set priorities with the help of their boss D. delegate the highest priority tasks to employees

C. set priorities with the help of their boss

What is an example of feedback using nonverbal communication? (Chapter 2) A. Sending a text B. Writing an email C. Writing a note D. Nodding your head in agreement

D. Nodding your head in agreement

What type of training most gives trainees individual attention and immediate feedback? (Chapter 4) A. Cross training B. Group training C. On-the-job training D. One-on-one training

D. One-on-one training

What is the tool that explains the quality of work that must be done in a hospitality operation? A. Job description B. Job specification C. Productivity standard D. Performance standard

D. Performance standard

For positive reinforcement to be effective, it must be done in a way an employee feels is meaningful and it must (Chapter 7) A. be done publicly B. result in job promotion C. result in an increase in pay D. be done in a timely manner

D. be done in a timely manner

Sandy would rather work four 10-hour days than five 8-hour days. Sandy is expressing a preference for (Chapter 3) A. flex-time B. job-sharing C. telecommunicating D. compressed schedules

D. compressed schedules

Monique involves her staff as much as possible in decisions that affect guest services at the Brainbook Hotel. Many of her employees have made significant changes in procedures that have increased guest satisfaction scores at hotel. Monique's leadership style is likely to be: (Chapter 10) A. autocratic B. dictatorial C. bureaucratic D. Democratic

D. democratic

The best trainers identify standards for work tasks prior to training employees. They do this primarily to (Chapter 4) A. save time in training B. save money in training C. ensure trainees all have the same learning styles D. ensure trainees can do tasks at desired performance levels

D. ensure trainees can do tasks at desired performance levels

When adopting a mutual problem-solving conflict management style, you want to create solutions that will leave each side: (Chapter 11) A. wondering if they got the best deal they could B. feeling the pain of their loss C. believing that they got the best end of the deal at your expense D. feeling as satisfied as the other

D. feeling as satisfied as the other

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: (Chapter 11) A. end the situation immediately B. confront the employee immediately about the inappropriate behavior C. ask the employee to leave the area at once D. let the employee calm down before proceeding

D. let the employee calm down before proceeding

Which of the following topics would not typically be covered in collective bargaining agreements? (Chapter 8) A. grievance procedures B. promotions C. job openings D. profit goals

D. profit goals

Successful delegation depends on all of the following except: (chapter 12) A. the supervisor's willingness to help an employee succeed at completing a task B. the supervisor's ability to help an employee succeed at completing a task C. the supervisor's willingness to give necessary authority to an employee to complete a task D. the supervisor's need to get the credit for accomplishing the delegated task

D. the supervisors need to get the credit for accomplishing the delegated task

Analyzing daily time logs would help a supervisor to accomplish all of the following except: A. Establish priorities B. determine the most productive times of the workday C. discover which tasks are consistently avoided D. identify activities that waste time on unproductive tasks

a. establish priorities

When adopting the conflict management style of mutual problem-solving, it's important for supervisors to remember that: (chapter 11) A. there is usually a right side and a wrong side to any conflict B. the focus should be on achieving an outcome that benefits each party in the conflict C. it is the supervisor's responsibility to impose a solution to the conflict D. you never get the entire story from the employees in a conflict

b. the focus should be on achieving an outcome that benefits each party in the conflict

Which of the following statements about managing conflict is true? (chapter 11) A. one of the primary duties of a supervisor is to manage day-to-day situations so that conflict never arises B. conflict should be avoided because it disrupts an organization C. conflict within an organization is inevitable D. conflict prevents individuals from achieving their best performance

c. conflict within an organization is inevitable

What formula do supervisors use to calculate a moving average? (Chapter 5) A. Activity in previous number of periods divided by Number of Periods B. Number of periods divided by activity in previous number of periods C. Forecasted activity in previous number of periods divided by number of periods D. Number of periods divided by forecasted activity in previous number of periods

A. Activity in precious number of periods divided by number of periods

What formula do supervisors use to calculate their actual to-date labor cost percentage? (Chapter 5) A. Actual labor costs to-date divided by actual labor costs to-date B. Actual sales to-date divided by actual labor costs to-date C. Forecasted sales to-date divided by actual labor costs to-date D. Actual labor costs to-date divided by forecasted sales to-date

A. Actual labor costs to-date divided by actual sales to-date

What is an activity that can increase a supervisor's ability to substitute one worker for another when the supervisor is short on staff members? (Chapter 3) A. Cross-training B. Promoting from within C. Writing job descriptions D. Making lateral transfers

A. Cross-training

What is the first of the four stages required for active listening? (Chapter 2) A. Focusing B. Evaluating C. Interpreting D. Responding

A. Focusing

What activity uses a one-on-one process to help employees solve their own problems? (Chapter 6) A. Formal counseling B. Informal counseling C. Formal coaching D. informal coaching

A. Formal counseling

What is the type of business communication that moves information between persons at the same level in an organization? (Chapter 2) A. Lateral B. Upward C. Encoded D. Downward

A. Lateral

What type of business communication will likely improve if a supervisor decides to work in another department for a day or two? (Chapter 2) A. Lateral communication B. Upward communication C. Encoded communication D. Downward communication

A. Lateral communication

What department type directly provides products or services to guests? (Chapter 3) A. Line department B. Staff department C. Supervised department D. Cross-functional department

A. Line department

In the hospitality industry, what primarily produces and delivers the products and services that guests desire? (Chapter 5) A. People B. Machines C. Facilities D. Computers

A. People

Which management activity is normally categorized as strategic or operational? (Chapter 1) A. Planning B. Organizing C. Directing D. Evaluating

A. Planning

What barrier to communication is most likely present if a serious family problem prevents an employee from paying close attention when her supervisor is giving her work instructions? (Chapter 2) A. Poor timing B. Closed-mindedness C. Personality differences D. Differences in assumptions

A. Poor timing

Which is an example of a personality or character shortcoming that can cause a supervisor to fail? (Chapter 1) A. Prejudice B. Low wages C. Excessive workloads D. High employee turnover

A. Prejudice

What type of learner likes to see what they are learning? (Chapter 4) A. Visual B. Tactile C. Auditory D. Professional

A. Visual

What is probably the most commonly believed myth about employee discipline? (Chapter 7) A. all discipline is punishment B. being the boss means people have to do what you say C. if you are nice to your employees, they will not need discipline D. every discipline situation must be handled in the same way

A. all discipline is punishment

most employees who are unhappy working for an unusually strict supervisor will (Chapter 7) A. become disloyal B. immediately quit C. file a union complain D. seek employment elsewhere

A. become disloyal

Several individuals working in a hospitality organization should be trained in a technique that provides artificial circulation and breathing to someone whose heart or lungs have stopped. This technique is called: (Chapter 8) A. cardiopulmonary resuscitation B. Heimlich maneuver C. Heimlich resuscitation D. cardiopulmonary rehabilitation

A. cardiopulmonary resuscitation

Supervisors may be committing past-anchoring errors if they evaluate a worker's performance (Chapter 6) A. close to how it was rated in the past B. much lower than it was rated in the past C. much higher than it was rated in the past D. completely the opposite of how it was rated in the past

A. close to how it was rated in the past

Which of the following statements about substance abuse in the workplace is false? (chapter 8) A. drug abuse is limited to entry-level employees B. drug abusers have a higher accident rate than drug-free employees C. Drug abusers use more sick time than drug-free employees D. supervisors have a duty to report any illegal activity involving substance abuse

A. drug abuse is limited to entry-level employees

When an active listener states, "I know how that feels because it also happened to me," that listener is expressing (Chapter 2) A. empathy B. prejudice C. motivation D. clarification

A. empathy

The number of variable staff positions to be filled on a given day should be determined by the (Chapter 5) A. expected volume of business B. number of available employees C. pay rates of the employees filling the poisitions D. number of hours the operation is open for business

A. expected volume of business

Which of the following actions can management take to influence a union organizing campaign? (chapter 8) A. explain that, even if the union wins the election, it must still bargain with management B. withhold benefits from union organizers C. ask employees about how they intend to vote D. promise benefits to employees who vote against the union

A. explain that, even if the union wins the election, it must still bargain with management

Which of the following is the best example of what could be an example of bona fide occupational qualifications? (Chapter 8) A. male attendants in a men's locker room B. female beverage servers under 25 years of age in a sports bar C. Asian-American sales staff in a company specializing in tours of the Far East D. weight restrictions for recreation department staff at a fitness resort

A. male attendants in a men's locker room

The two types of activities supervisors must undertake prior to conducting an employee evaluation session are preparing the content of the interview and (Chapter 6) A. preparing the process B. requesting employee feedback C. completing all necessary forms D. requesting the employee sign the evaluation

A. preparing the process

Last month a hotel achieved $45,000 in room sales. The hotel's managers assume a 10 percent increase in sales for next month. Using the base adjustment forecast method, what will be this hotel's forecasted room sales for next month? (Chapter 5) A. $45,000 B. $49,500 C. $55,000 D. $59,500

B. $49,500

A room attendant worked 8 hours per day for 5 days and during that time cleaned a total of 75 rooms. How many rooms were cleaned per hour worked? A. 1.5 rooms B. 1.875 rooms C. 4.25 rooms D. 9.375 rooms

B. 1.875 rooms

What is the best example of a website specifically designed for posting job vacancies? (Chapter 3) A. Facebook B. HCareers C. Craigslist D. LinkedIn

B. HCareers

What document provides a written summary of the duties, responsibilities, ad working conditions for a specific job? (Chapter 3) A. Job posting B. Job description C. Job explantion D. Job specification

B. Job description

What type of employee orientation would best help experienced employees brush up on their own skills and knowledge? (Chapter 4) A. Group session B. Mentor session C. Self-Orientation D. Individual Session

B. Mentor session

How many parts does the text indicate should be contained in a well-designed spoken presentation? (Chapter 2) A. Two B. Three C. Four D. Five

B. Three

A demand driver is a factor that affects (Chapter 5) A. selling prices B. business volume C. worker productivity D. employee pay rates

B. business volume

When two conflicting parties meet with a third party who reviews the situation and gives advice on how to resolve the dispute, it is called: (Chapter 8) A. consultation B. mediation C. arbitraition D. dictation

B. mediation

A restaurant supervisor wrote the following advertisement to be placed in the local newspaper: "Waitresses wanted. Seeking servers (under 30 years old) to work full time. Must work all holidays and weekends. Pay depends on experience." If the restaurant posted this advertisement, it could be rightfully accused of all the following types of illegal discrimination except: (Chapter 8) A. religious discrimination B. racial discrimination C. age discrimination D. sex discrimination

B. racial discrimination

A front office manager is doing a six-month employee evaluation of a desk agent who, two weeks earlier, had caused a major problem when he checked a guest into a room that had not been cleaned by housekeeping, What type of evaluation error must this supervisor most guard against when evaluating this desk agent? (Chapter 6) A. Halo error B. recency error C. Past-anchoring error D. central-tendency error

B. recency error

Two of a supervisor's most useful scheduling tools are past experience and knowledge of (Chapter 5) A. guest needs B. staff capabilities C. equipment usuage D. employee pay rates

B. staff capabilities

The burden of proof that bona fide occupational qualification is required for particular job rests with: (Chapter 8) A. the employee B. the employer C. the investigating agency D. the EEOC

B. the employer

Performance evaluation results are typically placed in employees' personnel files because the evaluations are often (Chapter 6) A. shared with other employees B. used in wage and salary decisions C. reused the next time the employee is evaluated D. the basis for establishing facility-wide performance standards

B. used in wage and salary decisions

A hotel estimates that 125 rooms will need to be cleaned on Monday. It takes a room attendant half hour to clean a room. Room attendants are paid $15 per hour. What will be the room attendant wage expense on Monday if 125 rooms are cleaned? (Chapter 5) A. $100 B. $110 C. $1000 D. $1100

C. $1000

One day a supervisor forecasted the use of 120 labor hours at an average wage rate of $15.00 per hour. At the end of the day the supervisor calculated she had actually used 125 labor hours at an average rate of $15.00 per hour. What was the labor cost variance experienced by the supervisor on that day? (Chapter 5) A. $100 B. $150 C. $200 D. $250

C. $200

A supervisor overstaffs his department, resulting in $250 of excess labor expense. The supervisor's operation makes 10% profit on its sales. What amount of sales must the operation achieve to replace the $250 in excess labor cost and thus make up for its lost profit? A. $250 B. $400 C. $2500 D. $4000

C. $2500

A restaurant served 1000 guests in week 1; 1100 guests in week 2; 1400 guests in week 3; 1300 guests in week 4. What was the restaurant's 4-week moving average for number of guests served? A. 1100 B. 1150 C. 1200 D. 1250

C. 1200

What is an example of an item that could be listed on a front desk agent's skills inventory? (Chapter 3) A. Punctuality B. Friendliness to guests C. ability to make group reservations D. ability to get along with coworkers

C. Ability to make group reservations

What employment-related variation is permitted to employees who utilize flex-time? (Chapter 3) A. Rates of pay B. Job assignments C. Arrival and departure periods D. Number of hours worked per week

C. Arrival and Departure periods

What is the primary role that effective supervisors play when disciplining employees? (Chapter 7) A. jury B. judge C. coach D. counselor

C. Coach

The three types of skills that hospitality supervisors need to be effective are technical, human relations, and (Chapter 1) A. Technical B. Elemental C. Conceptual D. Human relations

C. Conceptual

What is the form of personal bias that may be present when supervisors compare one employee's performance to the performance of other employees? (Chapter 2) A. Stereotype B. Just-like-me C. Contrast effect D. Leniency/severity effect

C. Contrast effect

What type of training typically provides trainees the most amount of realism? (Chapter 4) A. Cross training B. Group training C. On-the-job training D. One-on-one training

C. On-the-job training

What activity introduces new employees to the organization and a property as a whole? (Chapter 4) A. Training B. Induction C. Orientation D. Interviewing

C. Orientation

What is an action on the part of listeners that usually indicates they are depressed or sad? (Chapter 2) A. Biting the lips B. Walking hesitantly C. Slumping the shoulders D. Making broad hand gestures

C. Slumping the shoulders

In a typical food service operation, who is responsible for directing the work of entry-level employees? A. CEO B. Manager C. Supervisor D. Board of Directors

C. Supervisor

What is an example of professional contacts that would be a poor choice to include in a supervisor's recruiting network? (Chapter 3) A. high school guidance counselors B. Graduates of internship programs C. Supervisors at competing businesses D. Vendors and supplier representatives

C. Supervisors at competing businesses

How many different types of business communication does the text discuss? (Chapter 2) A. One B. Two C. Three D. Four

C. Three

What is the main purpose of disciplinary action? (chapter 7) A. reward B. punishment C. behavior modification D. problem identification

C. behavior modification

If current employees regularly feel they have no opportunity to move up in the organization, their employees are most likely utilizing (Chapter 3) A. flex-time B. job sharing C. external recruiting D. internal recruiting

C. external recruiting

A supervisor ignores his staff's violations of company policies because he wants his staff to think of him as a friend. What discipline-related myth does this supervisor likely believe? (Chapter 7) A. All discipline is punishment B. being the boss means people will have to do what you say C. if you are nice to your employees, they will not need discipline D. every discipline situation must be handled in the same way

C. if you are nice to your employees, they will not need discipline

What is the FIRST step in a progressive discipline program? (Chapter 7) A. suspension B. termination C. oral warning D. written warning

C. oral warning

All of the following are actions management can take to influence a union organizing campaign except: (Chapter 8) A. describe the disadvantages of union membership B. indicate how management has improved benefits and working conditions C. promise benefits to employees who vote against the union D. publicize details about the union that employees may not be aware of

C. promise benefits to employees who vote against the union

The tree basic management concepts most important to supervisors are authority, delegation, and (Chapter 1) A. discipline B. initiative C. responsibility D. specialization

C. responsibility

The main purpose of a task list is to identify (Chapter 4) A. specific workers who must be trained in a task B. the person who should train workers in specific tasks C. the tasks in a position that an employee must perform D. how guests will be affected by properly trained workers

C. the tasks in a position that an employee must perform

Speakers can risk sounding insincere if they speak too (Chapter 2) A. loudly B. quietly C. warmly D. coldly

C. warmly

In most cases, wages, salaries, merit increases, and bonuses should be linked only to (Chapter 6) A. Job title B. seniority C. work performance D. training completed

C. work performance

During an employee evaluation, a hotel supervisor points out an employee's performance gap. What should the supervisor do next? (Chapter 6) A. Conclude the evaluation session B. Present an action plan designed to correct the gap C. Thank the employee for participating in the evaluation D. Ask the employee to help identify the cause of the performance gap

D. Ask the employee to help identify the cause of the performance gap

Which management activity considers how well an organization's objectives have been attained? (Chapter 1) A. Planning B. Organizing C. Controlling D. Evaluating

D. Evaluating

How many levels of management exist in most hospitality operations? A. One B. Two C. Three D. Four

D. Four

A hotel supervisor works with her employees to establish specific goals the employees should achieve by their next evaluation period. What is the employee evaluation method this supervisor is using? (Chapter 6) A. Forced choice B. Forced ranking C. Critical incident D. Management by objectives

D. Management by objectives

Gerald is an adult learner. For Gerald, what is likely his best incentive for learning? (Chapter 4) A. Money B. Grades C. Promotions D. Self-Motivation

D. Self-motivation

Which management principle proposed by Henri Fayol states that each employee should have only one boss? (Chapter 1)b A. Matching B. Centralization C. Division of Labor D. Unity of command

D. Unity of command

Which of the following may be considered forms of sexual harassment? (chapter 8) A. vulgar and abusive language B. suggestive jokes C. unwelcome or repeated flirtations D. all of the above

D. all of the above

Fixed staff positions are those that (Chapter 5) A. are non-managerial B. are typically paid an hourly rate C. can be reduced in number if volume is increased D. must be filled regardless of the volume of business

D. must be filled regardless of the volume of business

The personal qualities necessary to adequately perform a job's tasks are recorded in a job (Chapter 1) A. listing B. description C. application D. specification

D. specification

One example of a presentation being negatively affected by orientation is when speakers (Chapter 2) A. use a microphone B. talk with their hands C. use visuals that are too small for all to see D. talk while facing away from their audience

D. talk while facing away from their audience