HOSP 180 Ch. 14

This former CEO and co-founder of Southwest airlines was able to inspire his team to achieve his corporate vision and create an airline that set itself apart from the others. Who was this leader? A. Horst Schulze B. Herb Kelleher C. Richard Branson D. Howard Schulz

B. Herb Kelleher

One of the pioneers of ethics in the hospitality industry was _________________. This person developed a code of ethics for the hospitality and tourism industry. A. Walt Disney B. Stephen Hall C. Bill Marriott D. Karl Albrecht

B. Stephen Hall

Which of these is an example of an ethical dilemma that may be faced by a hospitality manager? A. A cook takes home a few steaks for a family cookout because money is short. B. A server in a restaurant accidentally takes home some pens from their shift. C. A bartender offers a complimentary appetizer to a customer who experienced slow service. D. A housekeeper places extra toiletries in a guest room.

A. A cook takes home a few steaks for a family cookout because money is short.

A leader who is active, searches for opportunities, and experiments and takes risks is exhibiting which leadership practice? A. Challenges the process B. Models the way C. Inspires a shared vision D. Encourages the heart

A. Challenges the process

_____________ can include everything from scheduling employees, deciding what items to place on the menu, or determining the mission of the business. A. Decision making B. Communication C. Human resources D. Controlling

A. Decision making

Leaders in the hospitality industry today face demands from several areas and most focus on balancing how much energy to spend on getting results and how much energy to spend on ____________. A. building relationships B. bringing in new business C. going to meetings D. thinking strategically

A. building relationships

A manager who is coaching, motivating, and encouraging others could be said to be wearing the hat of a ______________. A. leader B. figurehead C. spokesperson D. negotiator

A. leader

Making a decision based on whatever is right for the decision maker is a type of __________ decision making. A. situational B. values-based C. ethical D. logical

A. situational

A leader who inspires others to reach beyond themselves to achieve more than they believed possible is referred to as a _____________ leader. A. Reactionary B. Transactional C. Pie in the sky D. Transformational

D. Transformational

Setting standards and comparing the actual results to the standards set is an example of ___________. A. communicating B. human resources C. decision making D. controlling

D. controlling

Which of these is an example of an ethical dilemma that may be faced by a hospitality manager? A. A cook drops a piece of food on the ground, says "10 seconds" and replates it. B. You are the chef of a small local restaurant and are negotiating beef prices with a large delivery company. During the process, the salesperson offers you a case of steaks a month, delivered to your home, if you sign a two-year contract. C. The sous-chef hasn't had anything to eat all day and decides to make a sandwich in between lunch and dinner rush but doesn't record the meal. D. A prep cook forgets to wash his hands after handling raw chicken and moves to prepping salad ingredients.

B. You are the chef of a small local restaurant and are negotiating beef prices with a large delivery company. During the process, the salesperson offers you a case of steaks a month, delivered to your home, if you sign a two-year contract.

Ethics can be defined as A. a course taught in high school and college that does not play a large role in the decision-making process. B. a set of moral values and principles that people use to determine right and wrong. C. something that requires each individual to live by moral absolutes. D. something important in business today to protect a company from scandal.

B. a set of moral values and principles that people use to determine right and wrong.

A leader who fosters collaboration, does not act alone, and focuses on strengthening others is using the leadership practice of __________________. A. challenging the process B. enabling others to act C. inspiring a shared vision D. modeling the way

B. enabling others to act

A ____________ manager is considered an entry level management role and is responsible for directly supervising the work of line employees. A. general manager B. frontline C. middle D. senior

B. frontline

Planning, organizing, decision making, and communicating are all considered part of the ____________ of management. A. goal B. function C. skill D. requirement

B. function

___________ is the act of getting the most done with the fewest number of inputs. A. Cost saving B. Management C. Efficiency D. Effectiveness

C. Efficiency

The military provides many good examples of leadership excellence including this characteristic that marine officers would likely say is the most important. A. Loyalty B. Perfectionism C. Integrity D. Indecisiveness

C. Integrity

A restaurant manager who holds a contest for servers to sell more desserts in exchange for a gift card to the local mall is an example of which type of leadership? A. Transformational B. Situational C. Transactional D. Hospitality

C. Transactional

The ability to lead, communicate, and influence others to achieve the desired results requires a manager to have a high level of ____________ skill. A. technical B. conceptual C. interpersonal D. decision making

C. interpersonal

Someone who works on the system, creates and seeks opportunities, provides a vision to believe in, and inspires achievement is an example of a(n) _________. A. analyst B. supervisor C. leader D. manager

C. leader

Many businesses have implemented a code of ethics because _____________________. A. it is required as part of an affirmative action program B. a code helps them concentrate on improving their products and services C. managers needed a tool to help them make better decisions D. having a code of ethics is good for public relations

C. managers needed a tool to help them make better decisions

There are certain universal guiding principles that exist in all societies, religions, and cultures and these principles are based on the concept that _______________. A. the needs of the business supersede the needs of the individual B. employee needs are more important than the needs of the customer C. people's rights are not important and may be violated D. people's rights are important and should not be violated

D. people's rights are important and should not be violated

Stephen Hall's ethical code A. focuses on profit over people and uses that as the core for all decisions. B. is similar to English Common Law. C. focuses less on people development and more on quality products. D. sets the standard by which managers make decisions that take into consideration the impact of those decisions on others.

D. sets the standard by which managers make decisions that take into consideration the impact of those decisions on others.