Chapter 14: Leadership & Management
Paying others to deliver a promotional message to a target market through mass media such as radio, TV, or the Internet is known as:
-Advertising
Which of the following scenarios depicts a common leadership practice? -Robert, the director of food and beverages in a hotel, sets really big goals for the whole department in order to exceed set targets. -Andrew, the director of rooms division in a hotel, empowers his subordinates to join forces and make decisions together. -Miranda, the executive chef in a restaurant, is comfortable with current operations and refuses to try out new things in the restaurant. -Julia, the director of accounting in a hotel, is passive at the workplace and does not actively involve herself in the daily work with her subordinates.
-Andrew, the director of rooms division in a hotel, empowers his subordinates to join forces and make decisions together.
Which type of training often follows the "tell me, show me, do it" routine?
-Apprentice
Which of the following practices is not common to a leader? A.Encourage the heart B.Act alone; discourage collaboration C.Challenging the process D.Inspire a shared vision
-B.Act alone; discourage collaboration
Which of the following market segments would be the best choice to target with personal selling? A.Solo adventure travelers seeking inexpensive accommodations B.Corporations planning to hold meetings for all of their managers C.Individual business travelers D.Single households/families seeking weekend getaways
-B.Corporations planning to hold meetings for all of their managers
Because most people are reluctant to buy what they cannot first try, hospitality sales people should act as:
-Consultants
__________ is the final management function that brings everything full circle.
-Controlling
Management involves being both efficient and ____________.
-Effective
__________ is getting the most done with the fewest number of inputs.
-Efficiency
Which of the following is a practice typical of leaders? -Not taking risks -Striving for big wins -Acting alone -Enlisting others
-Enlisting others
The Human Resources (HR) process begins with:
-Establishing job descriptions
Efficiency is being able to get the most done with abundant resources. T/F
-False
Leaders work in the system, while managers work on the system.
-False
Assuming a hospitality business has a well-designed Human Resources (HR) process in place, which of the following is the foundation of their recruiting, selecting, training, and performance appraisal programs?
-Job Descriptions
Which of the following is a difference between managers and leaders? -Managers inspire achievement and energize people, whereas leaders coordinate effort. -Managers change organizational rules, whereas leaders enforce those rules. -Managers work in a system, whereas leaders work on a system. -Managers motivate people by satisfying basic human needs, whereas leaders control people by pushing them in the right direction.
-Managers work in a system, whereas leaders work on a system.
__________ is the formal process in which organizational objectives are achieved through the efforts of subordinates.
-Managing
Presenting "Buy one, get one free" coupons to guests as they walk into a restaurant for use during their visit is an example of:
-Merchandising
The responsibility of the day-to-day aspects of a hospitality operation falls on:
-Middle Managers
Which type of training allows trainees to learn how best to do the work based on trial and error? -Coporate-required -Certification -Simulation -OJT
-OJT
In the context of management functions, __________ is undertaken to decide what needs to be done, who will do it, how the tasks will be grouped, who reports to whom, and who makes decisions.
-Organizing
The process of comparing an employee's results on the job to the standards spelled out in the job description is known as:
-Performance appraisal
Which of the following management functions is undertaken first? -Controlling -Communication -Planning -Organizing
-Planning
Which of the 4 P's of marketing answers the question, "How will we inform our target markets of the experience our hospitality business provides?"
-Promotion
Getting others to say or write nice things about a business without being paid for the message or its delivery is known as:
-Public relations
If a manager conducting a performance appraisal were to allow an employee's performance immediately before the appraisal to strongly influence his rating, this would be an example of:
-Recent Behavior influence
A well-administered performance appraisal system allows a business to:
-Revise training objectives when appropriate -Build development plans for employees -Establish justification for promotions and wage increases
In a time when many espouse the philosophy of "situational" ethics, there are certain basic moral values shared by most people including integrity, honesty, courage, and:
-Self-control
Which type of training keeps trainee errors from affecting guests or any other business results?
-Simulation
If a manager were to allow one aspect of an employee's behavior and results on the job to unduly influence the overall appraisal process, this would be an example of:
-The halo effect
Which of the following statements is true about ethics? -There are no universal ethics -All ethics are absolute -They are based on personal value systems -Everyone has the same set of ethics
-They are based on personal value systems
Which of the following statements is true of the role of managers who are responsible for an entire company? -They do not focus on strategic planning -They do not get involved in day to day aspects of the operation -They do not focus on the organizations mission -They do not spend their time controlling the activities of the corporation
-They do not get involved in day to day aspects of the operation
Which of the following statements is true of frontline managers? -They are akin to department heads -They are responsible for short to medium range plans -they manage the work of line employees -They are responsible for making medium to long-range plans
-They manage the work of line employees
Which of the following is true of leaders? -They seek and then follow direction -They provide a vision to believe in and strategic alignment -They enforce organizational rules -They control risks
-They provide a vision to believe in and strategic alignment
A big part of the job of a marketing manager at the Little Wolfe Island Convention and Visitors Bureau is:
-To ensure potential visitors are aware of the attractions of the Island
Which of the following accurately describes how hospitality businesses can best apply the 4 P's of marketing? A.To help in reducing payroll and benefits expenses B.To sort market segments into target markets, which may then be bombarded with television advertising C.To help in deciding which strategies to employ to achieve overall profitability goals D.To help reduce cost of goods sold and utility costs
-To help in deciding which strategies to employ to achieve overall profitability goals
Brandon, the general manager of Pelantis International Hotel, promises Theodore, the director of marketing and sales of the hotel, a large bonus and a paid vacation if he can increase the hotel occupancy to 95 percent in the coming season. Which of the following types of leadership styles is Brandon using in this scenario?
-Transactional leadership
__________ is viewed as a process by which a leader is able to bring about desired actions from others by using certain behaviors, rewards, or incentives.
-Transactional leadership
The process of eliciting performance above and beyond normal expectations by inspiring others to do more is an example of a ____________ leader.
-Transformational
The term __________ is used to describe the process of eliciting performance above and beyond normal expectations.
-Transformational leadership
Moral principles and values that guide people in answering questions of right and wrong are known as ethics.
-True
Of the Marine Corps' leadership traits, integrity is the most important.
-True
Transactional leadership is the process of bringing about change by using certain behaviors, rewards, or incentives to achieve a desired result. T/F?
-True
Planning, organizing, communicating, and controlling are all aspects of the practice of management.
-True
Which of the following is a useful way to compare and sort market segments so as to identify and select target markets?
-by the size of the segment (how many people fit in it -by the relative difficulty in reaching the segment with promotional messages -by the forecasted profitability potential of the segment
Leading is the process:
Of influencing the behavior of others in a desired way through a shared vision
