FSM3001 (10 chapters)
8. Which leadership factor is defined by gaining cooperation through caring acts, using persuasion to convince employees, and offering constructive feedback?
Influencing others
Which term refers to a training strategy in which a trainee combines and demonstrates several steps in a job task that has already been learned?
Integrative practice
What is the primary difference between voluntary and involuntary termination from the perspective of the operation?
Involuntary termination benefits the operation and voluntary termination benefits the individual.
Which professional development method is described as a form of training in which a master craftsperson assumes responsibility for the total development of a person new to the field?
Apprenticeship
Which term refers to a conflict resolution method in which a neutral third party listens and reviews facts and makes a decision to settle the conflict?
Arbitration
What is the proper response from the employee answering the telephone when a threatening call such as a bomb threat is made to an operation?
Ask if the manager can take the call; if not, listen very carefully and remember details
19. The manager of a Southern coastal seafood restaurant tells a new server from New England to make tea. What is the barrier to effective communication in this conversation?
Assumption; the manager assumed the server knew how to make (sweet iced) tea.
At which stage of the employment process can the legal concern of discrimination be raised?
At every stage, from recruitment to termination and references
When an employee is injured on the job, which person makes the determination that the employee is fit to return to work?
Attending physician
7. Which leadership style is considered to be the best approach for managing inexperienced employees who must learn proper procedure?
Autocratic
How can a supervisor express interest and get to know employees without asking personal questions that might be considered harassing or discriminatory?
Avoid any topic which would be "off limits" in a job interview.
The bartender and a server are in dispute about the division of gratuity when a guest's check is transferred from the bar to the dining room. The manager decides to have checks closed at the bar, no longer allowing transfers. Which form of conflict resolution did the manager use?
Avoided resolution
Which of the following statements accurately describes professional development?
It can involve formal classroom or informal coaching activities.
What is the purpose of Workers' Compensation?
It covers medical costs and lost wages for employees who have been injured at work.
What is the purpose of COBRA?
It extends healthcare coverage at group rates for people who would otherwise lose it if they resigned.
How can delegation be considered a part of professional development?
It helps employees attain goals involving work tasks and responsibilities that are not a normal part of their jobs.
How does networking promote professional development?
It helps employees keep updated and seek advice about common challenges.
How does the foodservice establishment benefit from cross-training the employee?
It improves scheduling, overtime reduction, teamwork, and morale.
Why is it illegal to deny alcohol service to a pregnant woman?
It is considered to be sex discrimination.
The Health Insurance Portability and Accountability Act gives people the right to add family members to their group healthcare insurance plans. What other important right does it add?
It prohibits denial of coverage or discriminatory pricing due to preexisting conditions.
How does a well-written job description assist in the applicant screening process?
It provides a foundation for evaluating candidates.
What is an advantage of the practice of promoting from within?
It rewards employees for good performance.
What is an advantage that group training has over one-on-one training?
It saves time when many employees need to receive the same information.
10. What is the purpose of an organizational code of ethics?
It serves as a safety check for evaluating decisions before implementation.
Cooperation with public officials is important. Are there other outside constituents that should be considered by restaurant or bar managers?
Community neighbors affected by noise and parking
Which term refers to all the financial and nonfinancial rewards given to employees for their work?
Compensation
Which term refers to all the activities related to planning, implementing, and monitoring employee wages, salaries, and benefits?
Compensation management
Which part of a clearly stated training objective refers to the situations in which the trainee will be able to perform?
Conditions
What is the safe and proper response of the food service manager when an employee with food handling duties reports that he or she is HIV positive?
Confidentiality and normal precautions for safe food handling
What outcome is likely if recognition and incentive program goals and requirements are vaguely stated?
Confusion and an actual decrease in productivity
How does greeting every employee by name at the shift's beginning and thanking them at the end serve as a motivational strategy?
It sets a positive tone of acknowledgement and appreciation.
When should employee performance problems be discussed?
During coaching and as part of the performance appraisal
Which component of the job description refers to what a person in this position does?
Duties
What circumstances can occur that cause overtime pay to be seen as an unavoidable necessity rather than supervisory oversight?
Emergency coverage is needed for an unforeseen volume of business.
Which of the following behaviors is a demonstration of effective coaching principles?
Emphasize first what was done right and tactfully focus on employee behavior, not the person.
Who should be involved in employee goal setting in the performance appraisal process?
Employee and manager
Which term refers to a program of nonwage compensation that employees are eligible for and the situations under which they will receive them?
Employee benefit plans
Which of the following represents a sound approach to avoiding having a workplace with a harassing environment?
Encourage employees to have normal, friendly interactions
What is the focus of a new hire checklist?
Ensuring hiring documents are produced or completed
2. How should managers address a diverse work environment when employee conflicts arise?
Focus on the issue, not personalities
How should managers handle the inevitable issue of vacation requests when scheduling employees?
Follow developed policies, such as blocking busy times, granting requests by seniority, or granting them on a "first come, first served" basis.
What entity is the author of the model Food Code?
Food and Drug Administration
What document demonstrates that an employee is legally able to work in the United States?
Form I-9
Which checklists confirm that all side work is completed, side stands are cleaned and restocked, and self-serve sections are clean and stocked?
Front-of-the-house shift-end and closing
What should managers keep in mind when advancing their own personal development plan?
Goals sometimes change for personal or professional reasons.
Which term refers to a training method used to teach the same job-related information to more than one employee at the same time?
Group
Which term refers to a system for identifying specific points within the flow of food that are essential for preventing, eliminating, or reducing a hazard to safe levels?
Hazard analysis critical control point
What is the most common problem cited by OSHA for eating and drinking establishments?
Hazard communication standard or the employee's right to know
What is the most common mistake made by managers when approaching the employee appraisal process?
Hurrying and focusing on the most recent behavior
What relationship may job descriptions have with pay?
Job descriptions can provide the basis for structuring salary ranges.
Which professional development method occurs when an employee is assigned to another job in the organization and one or more methods are used to learn the new job?
Job rotation
When forecasting staff needs for the summer season, which of the following would a manager of a seaside restaurant likely examine first?
Last summer's revenues and staffing patterns
What is the objective of benchmarking when implementing change?
Learn best practices and ensure one's operation is meeting or exceeding them.
What are the two types of professional development goals?
Learning specific knowledge/skills and improvement
What is the difference between levies and garnishments that are deducted from employee paychecks?
Levies are ordered by a government agency and garnishment by a court.
When a restaurant located in a small rural town re-opened as an upscale sushi establishment, its managers encountered trouble finding trained sushi chefs. When developing their concept, what did management fail to consider?
Local labor market realities
What challenge do employees often experience when they make the transition from hourly worker to supervisor?
Losing one's sense of accomplishment and clarity of focus causes confusing feelings.
What must an employer do to provide reasonable accommodations under the ADA?
Make adjustments or modifications to enable people with disabilities to perform the essential functions of the job
Besides giving information that will allow the new hire to function effectively, what is the other main purpose of an effective orientation program?
Making the employee feel welcome
What level of legal understanding do managers need to effectively operate a foodservice establishment?
Managers should understand the intent of the laws and how they directly affect the operation.
What form of information is used to communicate potential hazards of chemical materials to food service employees?
Material safety data sheets
20. What would be an advantage to becoming an "employer of choice"?
Maximum employee retention
Which Social Security benefit refers to a federally insured healthcare plan for people age 65 or older?
Medicare
Which term refers to a process in which an experienced employee provides advice to less experienced employees about concerns relating to the job, establishment, and profession?
Mentoring
During which time period is it most crucial to remember that the checklist serves merely as a reminder and not a substitute for continuous monitoring?
Mid-shift
1. What can a manager do to foster positive cross-cultural interaction?
Model behavior expected of employees
13. Which leadership factor is defined by giving pep talks, asking employees for advice and praising their work, keeping them informed, and providing them with a sense of belonging?
Motivating others
What should a manager do if coaching reveals that an employee simply does not want to do the task?
Move to progressive discipline efforts.
What harmful issues can informal communication channels such as the "grapevine" create?
Negativity and gossip can cause stress and destroy relationships.
Which term refers to the process used to identify each task an employee must do and explain how it should be done?
Position analysis
What is the benefit to the employer who supplies uniforms, shoes, and even laundry service for employees?
Positive impressions on customers and personal protection for employees from costly workplace accidents
14. Which step of the employment cycle involves the evaluation of knowledge, skills, and abilities to assess fitness for the job and the operation?
Screening applicants
What is one practice commonly used to manage labor costs on slower-than-anticipated shifts?
Send a few employees home early, preferably volunteers.
A group of employees who do the same basic kind of work represents which type of work team?
Simple
What three benefits does the federal government require?
Social security, workers' comp, and unemployment insurance
Are employees considered to be "on the clock" while engaging in professional development activities?
Some personal time and commitment may be required of the employee.
At which stage of a long-term mentoring relationship is the mentor recognizing the worth and contributions of the employee and serving as a reference to help the employee move forward in his or her career?
Sponsoring
What is the most obvious standard employed for the back-of-the-house function?
Standardized recipes
9. Customers identified as members of a minority group are seated near a server station. The server complains that members of this group are poor tippers. This belief is referred to as:
Stereotype
Which term refers to a process used by many organizations to ensure that employees will be recruited for and prepared to fill key positions that become vacant?
Succession planning
If inequality in wages between men and women performing equal work in the same workplace is found, what must be done to remedy this situation?
The lower wage must be raised to match the higher wage.
A female supervisor informs a male subordinate that she will promote him from busser to server if he will be her "secret boyfriend." What is the legal stand on this situation?
The male employee is being sexually harassed in a quid pro quo situation and has legal grounds for filing a complaint.
15. Which of the following is an example of a manager facilitating employees' work?
The manager makes sure all cooks have been issued thermometers and have been trained to use them in standardized recipes.
How is a restaurant's master schedule affected by a large seasonal fluctuation in business?
The master schedule will need to be adjusted accordingly.
What does it mean to have a "contingent" job offer?
The offer stands if reference checks, drug tests, or other factors are satisfactory.
What is the main purpose of USERRA (Uniformed Services Employment and Reemployment Rights Act)?
To ensure that employees are not penalized in the workplace when they return from active duty
What is the goal of an employee wellness program?
To improve employee health and productivity and reduce medical expenses for employer and employees
What is the ultimate purpose of evaluating the orientation program?
To improve it
What is the purpose of developing a master schedule?
To plan the correct number of employees and labor expenses
What is an important reason to perform a background check?
To prevent a lawsuit or accusation of negligent hiring
What is the purpose of employee assistance plans?
To provide counseling and other services to help employees deal with problems that hinder their ability to function effectively at work
What is the purpose of follow-up when implementing change?
To recognize employees and evaluate results
What is the intention of affirmative action?
To yield a workforce that reflects the gender, racial, and ethnic profile of the local labor market
The cocktail server at the nightclub is six months pregnant with twins. Her supervisor tells her she is suspended without pay until she is "back in shape." Has the supervisor erred?
Yes; suspending her is in violation of Title VII of the Civil Rights Act.
Barb, the day prep cook, earns 15% less than Brad, the night prep cook. Is this a problem?
Yes; the Equal Pay Act of 1963 makes it illegal to pay different wages to men and women if they perform equal work in the same workplace.
Are there any problems with the following job posting? Waitress wanted for high-volume sports bar near campus. Perfect for co-eds.
Yes; the ad contains discriminatory language about gender and implication of student age.
How can a manager use the communication skill of listening like a professional?
Focus actively by maintaining eye contact and asking for clarification.
Which statement is accurate regarding factors that influence customer count?
Operations are affected differently by the economy.
What is the motivational strategy behind the company picnic or annual party?
The event thanks all employees and builds team morale.
What is the primary purpose of the pre-shift meeting?
Clear and frequent communication so work is aligned with goals
A café had an average of 42 employees in its workforce last year, and 7 of them terminated. What was the employee turnover rate?
16.7%
What is the legal age for purchasing and serving alcohol in the United States?
21 for both in all 50 states, although there are some variations regarding serving
What factors may prevent an establishment owner or manager from obtaining a liquor license?
A felony conviction or misdemeanor narcotics conviction
Small operations commonly select which option for payroll administration?
A part-time bookkeeper or use of bookkeeping software
What is a crew schedule?
A plan considering sales volume, employees required, and labor cost
What is the difference between a training plan and a training lesson?
A plan organizes programs and a lesson organizes individual sessions.
Which professional development activity would be most likely to be supported financially by the foodservice operation?
A room attendant who is being promoted to supervisor taking a course in Spanish for the workplace to better oversee the current staff
What is the basis for determination of an employee's exempt status?
An employee must have a specified level of pay and job duties of supervision or management.
Which of the following operations is able to use a defense of reasonable care against lawsuits?
An operation that smokes their own seafood products and has a HACCP plan in place
Which areas of an operation do laws and regulations impact?
All areas of the business
Which of the following persons would be covered under the Americans with Disabilities Act as a person with a disability?
An 18-year-old with a mental impairment that substantially limits major life activities who is applying for a dishwasher job
16. Which term refers to understanding that each employee is unique, thus fostering acceptance and respect extending to customers and vendors?
Diversity
What refers to the OSHA process whereby a process is developed regarding what employees must do to protect workers who can reasonably be anticipated to come into contact with blood or other potentially infectious materials as a result of doing their job?
Bloodborne pathogens standards
An interview should determine which two types of information about a job applicant?
Background and character
What must be true for a workplace to be classified as a hostile work environment?
Behaviors must be frequent, severe, and pervasive.
Which action would disqualify an applicant from receiving unemployment compensation?
Being fired for misconduct
To create positive first impressions for new hires, a supervisor explains how job advancement may occur and also provides for additional training and education as employees move forward. What is this strategy called?
Career ladder
Where should OSHA and other legally required compliance posters be posted in the workplace?
Common areas where employees have easy access, such as break rooms or bulletin boards
Which of these requires an individual to demonstrate a high level of skill and to meet specific performance requirements by participating in a rigorous process?
Certification
Which log might contain recipe ideas, alerts about allergic reactions, and reminders for the next shift?
Chef's
Which term refers to a management philosophy that emphasizes that most work processes can be improved?
Continuous quality improvement
Which term refers to a legally binding employment agreement?
Contract
5. Which term refers to keeping the establishment on track to achieve goals through setting performance standards and determining whether they are attained?
Controlling
19. Which term refers to arranging group efforts in an orderly manner?
Coordinating
Which type of work team is composed of members representing different departments who work together to resolve issues?
Cross-functional
Which professional development method is facilitated on the job?
Cross-training
Which part of training involves the greatest amount of mental activity and thus learning for the trainee?
Doing or practicing a lesson
When determining the time frame of an orientation program, what is the primary objective that must be met?
Determine what information the employee requires to meet customer needs
How can a manager guarantee the coordination of many people doing many specific jobs while meeting quality expectations of customers?
Develop standards
6. Which leadership approach encourages employees to participate in the decision-making process that leads to cooperation and group spirit?
Democratic
How should a supervisor respond when a valued regular customer makes a pass at a newly hired server?
Demonstrate through actions that there is zero tolerance for harassment
What is the first step in developing an effective employee schedule?
Determine how much money can be spent for labor during each shift
4. Which term refers to the act of treating persons unequally for reasons that do not relate to their abilities?
Discrimination
Which level of Maslow's hierarchy of needs does an employee-of-the-month program address?
Esteem
18. Which term refers to rules or principles that help define what is right and what is wrong?
Ethics
What are standard operating procedures?
Explanation of how tasks should be done
What kind of recruiting is being used when a restaurant works with a school to sponsor an internship program?
External
Which task is appropriate for delegation in order to give an employee experience in problem solving?
Fact-finding task
Which federal law establishes minimum wage, overtime, and child labor standards?
Fair Labor Standards Act
Which federal law is considered the cornerstone of employment law, establishing minimum wage, overtime pay, and record-keeping standards?
Fair Labor Standards Act
Which term refers to employees who meet work requirements in their current position and participate in professional development programs that allow them to advance quickly in the operation?
Fast-track
11. In which step of the employment cycle is a system developed for identifying groups of persons who might be interested in working at the operation?
Finding sources
What helpful information can be obtained from an effective exit interview?
Ideas for improving work experience and reducing turnover
Is an employer within their rights to refuse to hire an obviously pregnant woman for a server position?
If she is able to perform the major job functions, she is protected by the pregnancy discrimination act.
In regard to training, how accurate is the phrase, "those who can't, teach"?
Inaccurate; trainers must be proficient at tasks and good at all aspects of training.
Do all variances result in an increase in labor cost?
No; a variance could be due to fewer hours worked or could be offset by greater-than-expected sales volume.
Are crew schedules considered to be final once they have been distributed to employees?
No; employees may call out or quit, or business volume could change, necessitating adjustments.
Is training only needed with new hires and low performers?
No; new equipment or procedures also require it.
Do guests prefer servers who have their own unique way of doing things over robotic, standardized service?
No; standardization delivers consistency and can be done hospitably.
Is there a significant difference between employee recognition and employee incentive programs?
No; there is no clear line because recognition is often an incentive and may involve rewards.
What procedures should supervisors follow regarding emergency management?
OSHA requirements provide a framework for the components of an emergency plan.
Which method of determining a training need is referred to when managers notice work methods that differ from the standard operating procedures?
Observing work performance
What is the first step in a progressive discipline process?
Oral warning
3. Which term refers to determining how and by whom work tasks will be done?
Organizing
Which professional development method occurs when the employee is sent to college courses, commercial classes, or the company school for formal training and education?
Outside training and education
How are employees of the month (or quarter, or year) typically determined?
Peers, supervisors, or management may nominate them.
Which term refers to specifying the required quality and quantity outputs that define the correct way to perform a task?
Performance standard
Which bloodborne pathogen prevention measure refers to gloves, waterproof aprons, eyewear, protection, and disposable CPR devices?
Personal protection equipment
Which term refers to the confidential file that contains documents related to hiring, training, evaluating, promoting, and if necessary, disciplining an individual?
Personnel
A new prep cook has been hired through a program at the local homeless shelter. At what level of Maslow's hierarchy of needs is this individual likely to be operating at this point?
Physiological and Safety
How can a manager use the communication skill of writing like a professional?
Plan the intended message and use an organized process to create a readable document.
12. Which term refers to defining goals, establishing strategies to achieve goals, and designing ways to get work done?
Planning
Which term describes a type of healthcare plan in which service providers discount their charges in exchange for more patients and timely payments?
Preferred provider organization
Besides sexual harassment, other forms of harassment include race, religion, and age. What other harassment of food service employees commonly occurs?
Pregnancy, disability, and sexual orientation
How do employee assistance programs (EAPs) enhance employee effectiveness?
Prevention, identification, and resolution of personal concerns
Which term refers to a specific time period during which an employee must consistently meet job standards or other reasonable conditions imposed by the manager as a condition for continued employment?
Probation
At which stage of a long-term mentoring relationship is the mentor beginning to provide more generalized advice that is less role and task related?
Professional friendship
How can management lower the risk of crime to food service workers
Provide drop safes so that there is a limited amount of cash on hand, particularly after normal hours
What kinds of outcomes indicate that an employee wellness program has been a success?
Reduced absenteeism, lower medical claim costs, and other positive indicators of improved employee health
What screenings are performed when candidates have reached the finalist stage of the employee selection process?
Reference checks, background checks, and possibly applicant tests
How can the trainer motivate the trainee to pay attention and learn?
Relate the content of training to success on the job.
A manager discovers a cartoon depicting a person being humiliated in an act of a sexual nature. What should the manager do?
Remove the cartoon and replace it with a notice that nothing may be posted without approval and that offensive material will not be acceptable in the workplace in any form.
What is the benefit to employees who are members of a labor union?
Representation and negotiation of rights and wages
What activity, regardless of position hired for, is among the most important in the entire orientation process?
Review of mission, culture, goals, and history
What can help managers enforce rules consistently?
Rules that are written to be achievable and measurable
When implementing change, what communication strategies should be used with employees?
Tell them as much as possible, as soon as feasible.
In which professional development method is the employee assigned to another job for a limited time for the purpose of learning that job?
Temporary assignment
How can an operation ensure an employee has progressed or has even participated in outside professional development activities?
The employee should provide documentation or a summary report, and ideally, should bring back the knowledge to be implemented at the operation.
What is the likely outcome of the consistent use of one management style with all team members all the time?
The team will be ineffective due to its members' different motivational issues.
What is likely to occur when team building takes precedence over team priorities?
The team's focus shifts to interpersonal relationships over goals.
What is the purpose of having checklists?
These reminders ensure that standards are met and routine procedures are performed consistently.
Why are restaurants and food service operation workers at an increased risk for workplace violence?
They exchange money with the public, provide delivery, and work late or very early hours alone or in small groups and in high-crime areas.
What benefits do communication logs provide to managers?
They transmit information across shifts, show patterns, and capture information to protect from liability.
If labor is running over budget at mid-month, should the manager make up for this by running on a short staff during the final week?
This is unwise because quality issues impact customer satisfaction.
Why is the four-step training method the choice of many hospitality operations?
This training can be done one-on-one by an experienced employee.
Besides those required by law, which are the most critical documents to be completed and produced in the hiring process?
Those that put the employee on the payroll
17. What benefit can be gained from learning about workforce generations and their differences?
Those who better understand and appreciate each generation may more effectively facilitate the work of different-aged staff.
How can training all employees reduce an operation's legal liability?
Training provides an equal chance for success and promotion and reduces safety concerns.
What challenge can employee relationships present when a supervisor is promoted from within?
Treating other staff members fairly and not being influenced by past relationships
What characteristic in the work environment will create an easier transition when change is needed?
Trust and respect with a history of involving employees
Which term describes the difference between the actual expense and the budgeted goal when the goal is not met?
Variance
When must an employer pay an employee overtime pay of one and one-half times the normal hourly rate?
When a nonexempt employee works over 40 hours in one week
When may tipped employees receive a lower wage than the legally mandated minimum?
When tips are adequate to ensure that the minimum wage is met
Which term refers to persons who expose wrongdoing within an organization in the hope of stopping it?
Whistleblowers
Which term refers to a system for providing financial compensation to employees or their survivors for a work-related injury, illness, or death?
Workers' compensation
Is it legal to require an applicant to submit to a drug test as part of the hiring process?
Yes; drug tests that are administered fairly to all are legal.
The manager throws an appreciation event for employees known to be against becoming a union shop. At the event, they are promised bonuses for persuading union organizers to "see the light." Are there any issues with this strategy?
Yes; the manager may be in violation of the National Labor Relations Act.
A gay male supervisor displays graphic nude photographs of men in his office. He reasons that most servers are straight females and will like the photos and that the males will likely live and let live. Are there any flaws in his reasoning?
Yes; the photos could be seen as creating a hostile work environment and thus constitute sexual harassment.
Are reference checks still a part of today's screening process?
Yes; the same questions must be asked and the same procedure followed for all candidates.
What is a benefit of a task breakdown?
tells the correct way to perform a task to ensure performance standards have been met.
