Chapter 14 - Managing Human Resources

Which of the following focuses on an employee's job performance and outlines steps the employee can take to improve job skills and performance? A. job analysis B. incentive program C. performance appraisal D. referral program

C. performance appraisal

During orientation, new hotel front office employees should be given a tour of: A. the local area surrounding the hotel. B. everything but the hotel's guestrooms. C. the entire hotel D. their immediate work area(s) only.

C. the entire hotel

Which of the following is the correct sequence of the four-step training method? A. prepare, follow up, present, practice B. prepare, present, practice, follow-up C. prepare, practice, present, follow up D. practice, prepare, present, follow up

B. prepare, present, practice, follow-up

Which of the following is part of the job analysis process? A) Creating a task list for the position B) Identifying potential job candidates C) Implementing a cross-training program D) All of the above

A) Creating a task list for the position

Diane works 40 hours per week at the Ohana Hotel. However, instead of working five 8-hour days, she works four 10-hour days. Diane's schedule is an example of: A. a compressed schedule B. job expansion C. job sharing D. part-time scheduling

A. a compressed schedule

Which of the following statements about recruiting is true? A) Employees have more incentive to excel when all are given the same wage B) The front office manager should personally interview top candidates considered for open front office positions C) Cross-training is an effective external recruiting method D) Jobs should be opened to outside applicants before they are opened to current staff members

B) The front office manager should personally interview top candidates considered for open front office positions

A hotel chain uses its flagship property as a center for developing front office managers who are eventually placed at carious properties throughout the chain. Which of the following best characterizes the recruitment practice? A) High external recruitment B) Low internal recruitment C) High internal recruitment D) High outsourcing

C) High internal recruitment

Norman, a front office manager graduated several years ago with honors from a prestigious university. When interviewing candidates, he is always impressed by students with high grade point averages. Which error or bias may affect Norman's selection technique? A) Devil's horns effect B) Contract error C) Similarity error D) Halo Effect

C) Similarity error

Which of the following types of interview questions encourages job applicants to elaborate on an issue and promotes a comprehensive response? A. eclectic questions B. closed-ended questions C. stress questions D. open-ended questions

D. open-ended questions