HRT 3500 2

The process in which employees learn what is expected of them at work, including both the written and unwritten rules of behavior, is called

socialization.

A restaurant manager is identifying key jobs as anchors and comparing other with those anchors. Which job evaluation method is the manager using?

Factor comparison

How is performance management expected to change in the future?

It may focus on future expectations, rather than past performance.

Which is an advantage of pay secrecy policies?

It will increase fairness in the equity sense because people can more easily be rewarded for the full range of their outputs

The dishwasher is being cross-trained to bus tables. Which training method is being used?

Job rotation

A catering sales department is sharing the commission earned from a recent event among its staff. What pay structure is being used?

Team-based

Which federal agency conducts wage and hour audits to check a company's compliance with the Fair Labor Standards Act?

The Department of Labor

The extent to which a rating system reflects the work done is called

job relatedness

Pay inequalities based on levels of demand that result in higher pay for new employees without similar salary increases for current employees is called

wage compression

To attract new employees, a restaurant need to increase the wages for servers. To be fair, it increases the wages of all current servers to match that of the new hires. This is known as

wage expansion

The owner of a catering company is calculating the company's annual turnover rate adjusted for desired turnover. There were 75 terminations for a staff of 50 servers. Of that number, 25 were desired terminations. What is the percentage of unwanted turnover rate?

100%

The manager of a large restaurant is calculating the restaurant's annual turnover rate. The restaurant had an average of 30 employees with a total of 60 terminations for the year. What is the turnover percentage?

200%

What is cost of living?

A term used to refer to the present real dollar value of essential goods and services

Which is an example of a replacement cost?

Advertising

The manager of a hotel tends to have a greater need for connection than for power and is more open to interpersonal relationships. According to McClelland's N-Achievement theory, which type of manager does this describe?

Affiliation

What idea promotes the scenario that job classification, rather than the work that goes into the job—for example, servers and dishwashers—should determine pay?

Comparable worth

What is the best overall indicator of the real value, or purchasing power, of wages or salaries?

Consumer price index

When performance evaluations are executed in an international environment, what additional implications need to be considered?

Cultural

Which is an example of a long-term remedy for turnover?

Develop socialization programs

The general manager at a restaurant meets with one of his servers to terminate her employment. Which type of interview is taking place?

Discharge interview

Which content theory states that money is the main reason employees perform an assigned job?

Economic man theory

A hotel employee feels a sense of unfairness because she believes that employees in similar positions in other hotels are rewarded more for their work. Which motivation theory does this reflect?

Equity

Which theory describes motivation as a process involving an individual's perception of three variables?

Expectancy

Which is an example of a short-term remedy for turnover?

Give employees a voice

For which type of employee would a graphic rating scale be used?

Hourly

Which is a main cause for turnover at hospitality businesses?

Low compensation

Which performance appraisal method can be undermined by managers and employees who set easy-to-achieve goals?

Management-by-objectives method

What term describes a contract in which the employee agrees to submit any legal claims they have against the employer to final and binding settlement?

Mandatory arbitration

To gather useful information, what is the best type of question to ask in an exit interview?

Open-ended

A busy coffee shop is paying its cashiers a flat fee based on the number of customers served. Which pay structure is being used?

Piece rate

The manager of a hotel is rating all of the jobs in the hotel. Which job evaluation method is the manager using?

Ranking

Herzberg's two-factor theory classifies human needs into only two types. Which is an example of one of Herzberg's hygiene factors?

Salary

A front desk agent at a hotel enjoys her job because it is a positive, inclusive environment that encourages teamwork. According to Maslow's hierarchy of needs theory, which need is being fulfilled?

Social

Which employee violation may result in immediate suspension or termination?

Socializing with guests on the company's premises

How do union contracts influence employee compensation?

Union contracts typically raise direct and indirect compensation rates

In an organization, who is best able to socialize new hires?

Varied employees and manager

External equity is a way of determining job worth. External equity relates to pay variations

among similar properties in a particular market

Exit interviews are most effective when conducted by

an independent consultant

An employee at an ice cream shop is tardy, and the owner give her an informal warning with no documentation. This is an example of

an oral warning

Some companies choose to call their efforts to reduce turnover "retention programs" because managers

are focusing on maintaining their staff

Traditional approaches to discipline

are reactive because behavior precedes disciplinary action

The manner in which an employee conducts themselves is called

behavior.

An outside consultant evaluates a hotel's jobs to help its managers design an appropriate pay scale. Managers have determined that the consultant should use internal equity analysis. They want a systematic comparison of jobs that are often very dissimilar. To keep bias to a minimum, the consultant is likely to

compare the common elements of the jobs

The Herzberg's two-factor theory

contends that some work factors influence satisfaction while others are expected by employees

When an employer pays money to an employee in exchange for that employee's work efforts, it is called

direct compensation

Despite popular thinking, comparable worth is not the same as equal pay. The major difference is that

equal pay deals with the issue of pay in the same job; comparable worth deals with pay in similar jobs

A human resources manager is trying to convince a hotel's general manager to be more careful in the way she handles discharges. The human resource manager's strongest argument would be that

failure to handle discharges properly could land the employer in court

The ombuds appeals process

is to be used as the last resort in a sequence of appeals

Long-term remedies for turnover differ from short-term remedies. Long-term remedies focus on

making organizational changes to improve the working environment

A restaurant pays employees below market average to reduce labor cost and increase profits. The restaurant positions itself as a(n)

pay follower

The categories of pay rates that an organization uses are known as

pay grades

The general manager of a restaurant is analyzing the distribution between the highest and lowest salary rates for its servers. The manager is analyzing

pay range

McClelland's N-Achievement theory is one of the content theories of motivation. According to this theory, the desire to assume leadership is demonstrated by the need for

power

A restaurant manager rewards a high-performing server with an hourly raise. This is an example of

reinforcement theory

A restaurant is paying its long-time servers more than a recently hired server. This is an example of

seniority-based pay

Many managers prefer to calculate annual turnover in a way that takes into account desirable turnover. In this way,

the rate only represents annual undesired turnover

The sum of all the methods, including cash, equity, and benefits, that employers use to compensate employees is called

total reward program

The owner of a diner calculates the percentage of her workforce who have left the job and been replaced in the past year. The owner is calculating the

turnover rate

A hotel restaurant is losing its hard-working and talented chef. Hotel management has offered additional compensation and vacation to try and persuade the chef to stay. This is considered

undesired turnover

A property allows employees to evaluate each new manager after the manager's first six months on the job. This evaluation method is called a

180-degree appraisal

Which appraisal refers to performance ratings of an employee made by multiple individuals with varying relationships to the employee?

360-degree

A new hire at a hotel has finished her orientation and training. When should her manager schedule an orientation follow-up meeting with her?

A week later

A new housekeeper has been through the company's welcoming lunch and learned the company's culture. He is anxious about his new position. What is the next step in the socialization process?

Address stress

The general manager of a hotel has gathered his department heads to review the job skills and behavior demands of the organization and to compare these skills and behaviors with current levels of employee performance. Which needs assessment method did the general manager use?

Advisory committee

The manager of a hotel is offering English-language classes to its housekeeping staff in an effort to make their job and interactions with guests easier. Which type of training is being offered?

Basic skills

A chef acts in a manner that does not reflect company standards, yet receives regular compliments from customers. Which type of rating system is being observed?

Behavior-based

A restaurant manager is rating a server based on how he interacts with customers. Which method of appraising performance is being used?

Behavior-based rating

The general manager of a restaurant is conducting performance appraisals of all her employees and rates all of them as average. Which type of error has the manager made?

Central tendency

What is the primary training method used in the hospitality industry?

E-learning

A human resources manager is preparing an orientation for new hires at a large property. Which approach should the human resources manager avoid?

Emphasizing the need for employees to complete paperwork

The general manager of a small hotel is conducting a general property orientation for new hires. Which is a benefit of the general property orientation to the company?

Ensures that required standards will be maintained

After implementation, how does the company know whether the objectives have been reached?

Evaluation of training

A suburban hotel has a modest socialization program with no specific timetable. Which aspect of socialization strategy is related to timetables for certain types of training?

Fixed vs. variable

An employee at a hotel believes he has been disciplined unfairly and appeals first to his immediate supervisor and then to the next level of management. Which appeals mechanism was used?

Hierarchical

What is the first step in the training cycle?

Identification of a problem

Which should be a consideration when creating a DEI development plan?

Identify employees willing to act as DEI sponsors.

A hotel manager uses the hot stove approach to discipline. The manager immediately corrects the actions of a front-desk agent who hands a room key to a guest and identifies the room number out loud. Which foundation of the hot stove approach does this reflect?

Immediacy

A hotel manager is training his night auditor by having him confront a wide array of problems similar to what he might find on his to-do list when he comes to work. Which training method is being used?

In-basket

The owner of a restaurant has identified the strengths and weaknesses of his general manager. The general manager's greatest weakness is his inability to motivate the staff during busy shifts. What type of analysis has the manager conducted?

Individual analysis

General property orientations and specific job orientations often cover different kinds of information. Which types of information would you most expect to see covered in a well-designed general property orientation?

Information about job-related issues such as company mission statement, policies, and procedures

At a hotel, two analysts are grading the performance of a front desk agent. Analyst A grades the agent very high, while Analyst B grades the agent very low. Which validity or reliability problem has occurred?

Inter-rater validity

A human resource representative at a large property is conducting a general property orientation for new hires. Which is a benefit of the general property orientation to the employee?

Introduces the organization's mission and values to employees

Which is a reason for inaccurate appraisals?

Managers rate employees' personalities rather than their performance.

A seasoned chef is focused on new challenges and objectives in her career. Which managerial development career stage is she in?

Mid-life/mid-career

An appraiser is writing a synopsis of the strengths and weaknesses of each employee. Which ranking method is being used?

Narrative essay

A guestroom attendant is teaching another guestroom attendant how to properly make the guestroom bed. Which training method is being used?

On-the-job

A training program that emphasizes the degree of sincerity or friendliness with which guest service is delivered is likely based on which training objective?

On-the-job-behavior

A guestroom attendant feels he has been disciplined unfairly. He appeals to the general manager of the hotel instead of the housekeeping manager. Which appeals process is he using?

Open-door appeals

A hotel is focusing management training on socialization and how to be an effective manager. Which stage does this reflect?

Organizational entry

A hotel employee feels she has been treated unfairly. She takes her concerns to a board made up of other employees and managers. Which approach to administering discipline is being used?

Peer review

For which group has the hospitality industry been a follower—rather than a leader—regarding training and employment practices?

People with disabilities

A hotel manager is meeting with the concierge for the purpose of evaluating his work ethic, behaviors, knowledge, and skills. What is the manager accomplishing during this meeting?

Performance appraisal

Which process establishes what employees know and the additional training that they need?

Pretesting

A restaurant manager praises one of his servers for being on time and wearing a well-cleaned and ironed uniform. Which approach to discipline is the manager using?

Preventive discipline

Which non-management training method allows employees to learn at their own pace and is often computer-oriented?

Programmed instruction

Ideally, in the hospitality industry, how often should performance appraisals be conducted?

Quarterly

The human resources manager considers his training program unsuccessful because the majority of new trainees said they did not like it. Which training objective was this manager using?

Reaction-based

Which managerial career stage focuses on promoting responsibility and growth?

Reality-shock

Two weeks before his performance appraisal, a server resolves a complaint involving one of the restaurant's most important guests. Although the server's job performance is usually average and sometimes poor, his manager gives him a glowing performance appraisal. Which type of error has the manager made?

Recency error

Which training program has a goal of improving measurable outcomes for an individual or group?

Results-oriented

Given the following paired comparison rankings, which employee would receive the highest appraisal in relation to guest service? Guest Service Skills Server A is better than Server B. Server B is better than Server C. Server D is better than Server B. Server A is better than Server C. Server A is better than Server D. Server D is better than Server C

Server A

The housekeeping manager lists all of the housekeeping employees and then ranks them from best to worst. Which ranking method is being used?

Simple

What is one way in which knowledge can be distributed throughout the organization, rather than residing with one or two people?

Teaching trainers to teach other people

Since performance appraisals may become evidence in court cases, what can ensure the usefulness of the appraisal?

There must be ample documentation of all issues related to the appraisal.

In a hotel, new front desk agents are given multiple opportunities to succeed. Which aspect of socialization strategy is related to the number of changes a new employee is given to succeed?

Tournament vs. content

Which question might a new employee ask at orientation?

What is the organization's mission?

A hotel has its new orientation program in place. The general manager has decided that new hires will work in relatively easy jobs until they get a feel for the work and get familiar with the industry. This approach is known as

a Mickey Mouse approach.

Forced distribution relies on the assumption that the final rankings of all employees would conform statistically to

a bell-shaped curve

The manager of a restaurant asks a buser to demonstrate the proper table setup to determine whether he needs additional training. This is an example of

a skills test

The housekeeping manager is meeting with one of the guestroom attendants, who is leaving the hotel for a job at another hotel. The manager asks him to identify specific training needs or other work-related problems. This is

an exit interview.

A human resources manager is preparing a package for new employees to help them understand and get acquainted with the organization's policies, procedures, and facilities. This is known as

an orientation kit.

The night auditor at a hotel resigns, claiming sexual harassment by the hotel's general manager. This is an example of

constructive discharge

To determine if training is effective, managers should

create a pretest-posttest control group environment.

A technique based on capturing and recording actual events that occur at work to form an accurate picture of a job's actual requirements is called a

critical incident

The dominant personality of the organization is called its

culture.

The variety of people and their background experiences, opinions, religion, gender, race, and ethnicity is known as

diversity.

The manager of a restaurant wants each of his employees to be given fair treatment, opportunities, and advancement. The manager is exhibiting

equity.

Using nametags or a buddy system is a helpful way to introduce new employees to

fellow coworkers

A management consultant is encouraging the manager of a limited service hotel to make the most of exit interviews. He says, "an effective exit interview system

focuses on why the employee is leaving and what could be changed."

Training budgets

have been steadily declining since 2000.

A successful employee evaluation system will

identify the functions the performance appraisals will serve

The manager of a steakhouse has identified that the line cook has difficulty cooking steaks to the correct temperature. The manager is modifying the goals of the training program to address this. The manager is

identifying training objectives

When employees feel a part of their team and the larger organization, no matter what their identity, they are experiencing

inclusion

When a hotel hires new staff, the manager goes out of his way to make them feel a part of the company. The manager views all of the staff as family. This represents

inclusion.

Research shows that an organization that is gender and ethnically diverse is more likely to have

increased revenue.

A new employee at a large resort has gone through orientation. She knows the layout of the facility, the departments in the organization, and all the basic rules and procedures. She resists the idea of going through a socialization program because she doesn't like making small talk. She does not know that the real purpose of a socialization program is to

introduce her to the values, norms, and behaviors consistent with success in the organization.

Owners of small hospitality businesses often find out that their employees need training because of guest complaints. The principal advantage of soliciting feedback as a means of needs assessment is that

it demonstrates a property's commitment to service.

A restaurant manager is meeting regularly with the chef to measure progress toward goal achievement. This reflects

management by objectives

The manager of a restaurant understands that retraining his front-of-the-house employees will affect the entire company. This reflects

organizational analysis.

Three weeks after starting a new job as a groundskeeper, she feels overwhelmed with all of her new responsibilities. She would try to get some counseling through the employee assistance program, but she doesn't know how to go about it. After directing her to the human resources officer, her manager might suggest improvements in the company's

orientation program.

A catering company has hired new employees. They are being introduced to the work environment in which their work will be completed. This is called

orientation.

If a manager rates an employee's performance in a similar way as previous reviews, this could reflect a

past anchoring error

A restaurant manager is conducting a performance appraisal with the chef to assess his work. The manager is providing

performance feedback

A hotel uses a popular approach to discipline. One of the employees has been on shift without his uniform. The first time he did so, his manager gave him an "oral warning." The second time the manager gave him a written warning and put a copy of it into his file. The third time the employee was given a one-day suspension without pay. The hotel uses

progressive discipline.

At the country club, performance appraisals are used primarily to determine what employees need to do to improve their performance. This an example of using performance appraisals to

provide performance feedback

A manager asks trainees how they would improve the training session that they just attended. This assesses

reactions

An amusement park owner recently terminated three ride operators and is now advertising and recruiting new employees to fill the positions. This is an example of

replacement costs

The executive housekeeper at a 350-room hotel assesses guestroom attendant performance on the number of rooms they have cleaned. This is an example of a

results-based rating system

A hotel manager has terminated one of his employees and is closing the employee's benefits files and unemployment tax. This is an example of

separation costs

The general manager of an all-inclusive resort notices that new hires are not learning their jobs very quickly. The general manager should direct departmental managers to examine their training programs and

specific job orientation program

Orientation programs are designed to reduce

stress.

The manager of a hotel is identifying the knowledge, skills, and abilities that front desk agents need to do their job successfully. The manager is performing

task and behavior analysis.

Performance appraisals are an effective way to link rewards and punishment to performance when they are used as

the basis for compensation and promotion decisions

Managers at a resort orient new employees to their new environment by having them follow an experienced employee around. The primary problem with this approach is that

the new employee will learn both the good and bad habits of the employee conducting the orientation.

A relatively new guestroom attendant is called upon to help socialize a brand-new employee in an all-inclusive resort. Her job performance to date has been marginally acceptable. Research shows that it may be better to have marginal employees socialize newcomers because

the performance of marginal employees often improves as the new employee is socialized.

The most significant problem with conducting performance appraisals annually or semi-annually is that

too much activity takes place in six to twelve months to consider in one appraisal session

The rate at which employees leave a company or work unit is called

turnover.

A high correlation between the appraisal system and future job success indicates a

valid performance appraisal system

The manager of a hotel asks his front desk agent to go to the conference room so she can be trained on a new check-in system. The new check-in system is in the conference room. This is an example of

vestibule training

The manager of a busy Italian restaurant has the night off. He has decided to eat at his restaurant and sit in a specific server's section to evaluate the server's work. This is an example of

work sampling.