HMGT 3600 HR Final

Specific steps must be taken to decertify a union, just as specific steps are required to certify one. Which of the following must take place before a certified union may be decertified?

A decertification petition must be filed with the NLRB.

A rural hotel has a modest socialization program that has no specific timetable. Which of the following aspects of socialization strategy is related to timetables for certain types of training? a. serial vs. disjunctive b. formal vs. informal c. tournament vs. contest d. fixed vs. variable

Fixed vs. Variable

Mediation and arbitration are similar in some ways and different in others. Which of the following statements about mediation is true?

Mediators can make recommendations, but they cannot force agreement.

Managers of a hotel that is slated to open in two weeks are determining whether to establish ranges of pay within the pay grades they recently created. If they do establish ranges of pay, they also need to figure out how large the ranges should be for each grade. With regard to this situation, which of the following statements is false?

None of the first group of employees that are hired should receive a promotion or pay raise in the first few months of operation.

Kerri hands a guest a room key, smiles, and says, "If we can do anything to help make your stay more pleasant, don't hesitate to call us." A trainer in the background makes some marks on a paper on a clipboard. A training program that emphasizes the degree of sincerity or friendliness with which guest service is delivered is likely based on which of the following types of training objectives? a. on-the-job behavior b. learning-acquired c. critical-incident d. reaction-based 1

On-the-Job Behavior

Programs designed to reduce stress that employees feel when beginning a new job are called: a. benefit programs. b. socialization programs. c. orientation programs. d. compensation programs.

Orientation Programs

Which of the following training methods allows employees to learn at their own pace? a. programmed instruction b. coaching/mentoring c. on-the-job training d. job instruction training

Programmed Instruction

A manager considered her training program unsuccessful due to the fact that a majority of the trainees said they did not like it. This manager was using a/an ______________ training objective. a. on-the-job behavior b. learning-acquired c. critical-incident d. reaction-based

Reaction-Based

Which of the following is the most common type of training objective? a. results-oriented b. learning-acquired c. knowledge generation d. reaction-based

Results-Oriented

Which of the following tools do managers use when budgeting labor expenses for their departments? a. performance standards b. productivity standards c. staffing guides d. job specifications

Staffing Guides

A pension plan in which contributions are made at a fixed rate for each employee is called :

a defined contribution plan

One type of compensation is called "indirect compensation." Indirect compensation generally includes:

benefits

The Welcome Inn 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. The Welcome Inn management is using which of the following undesirable approaches to orientation? a. a Mickey Mouse approach b. suffocation c. unrealistic job previews d. emphasis on paperwork

A Mickey Mouse Approach

Which of the following selection strategies relies most on desirable qualifications of applicants and allows managers the most discretion in selection decisions? a. a discretionary selection strategy b. a work sample selection strategy c. a multiple hurdles selection strategy d. a compensatory selection strategy

A compensatory selection strategy

A job posting for an open dining room server position requires that applicants (1) have experience with the restaurant's point-of-sale system, (2) work evenings, and (3) have a working knowledge of food and wine pairings. The manager's selection strategy is to first disqualify those applicants who have no experience with the operation's point-of-sale system, then to disqualify applicants who cannot work evenings, then to disqualify remaining applicants who lack working knowledge of food and wine pairings. This is an example of: a. a discretionary selection strategy. b. a work sample selection strategy. c. a multiple hurdles selection strategy. d. a compensatory selection strategy.

A multiple hurdles selection strategy

Which of the following statements about forecasting the labor supply needs of a hospitality operation is false? a. A succession chart helps estimate the internal supply of employees for a particular position. b. Skills inventories generally list each employee's current skills, ability to learn new skills, qualifications, and career goals. c. Succession charts are useful when filling open management positions. d. Skills inventories for managers generally stress problem-solving skills.

A succession chart helps estimate the internal supply of employees for a particular position

Which of the following statements about a Human Resource Information System (HRIS) is true? a. An HRIS involves the purchase of a large computer system and the hiring of specially trained personnel. b. Employees have the right to review and copy information about them stored in an HRIS. c. Exit interview data are best stored in files separate from those maintained by an HRIS. d. The major cost associated with an HRIS is the purchase of the necessary software and hardware

An HRIS involves the purchase of a large computer system and the hiring of specially trained personnel.

Which of the following statements about fixed and variable labor expenses is false? a. An unexpected increase in business volume will increase fixed labor expenses. b. Managers have more control over variable labor expenses than they do over fixed labor expenses. c. Staffing guides are useful tools for controlling variable labor expenses.

An unexpected increase in business volume will increase fixed labor expenses.

At the Worthington Country Club, performance appraisals are used primarily to assess what employees need to do to improve their performance. This is an example of using performance appraisals for: a. assessing training and development needs. b. validating the selection process. c. providing performance feedback. d. linking rewards and discipline to performance

Assessing training and development needs.

In preparation for upcoming budget meetings, department heads were asked to estimate labor demand in their areas for the next 12 months. This is an example of:

Bottom- Up Forecasting

Which of the following statements about recruitment interviews is false? a. Recruiters are most influenced by personal factors such as appearance. b. Candidates should arrive to interviews ten to fifteen minutes early. c. Candidates should not spend much time taking notes during the interview. d. Candidates should not hesitate when answering interview questions.

Candidates should not hesitate when answering interview questions

One-on-one discussions between the trainer and the trainee are a form of: a. modeling. b. conference training. c. sensitivity training. d. programmed instruction

Conference Training

Carrie, the manager of a 150-seat theme restaurant, always interviews several applicants for an open position. She compares the applicants and selects the applicant who seems to stand out from the rest. Which of the following errors or biases does Carrie's selection technique potentially introduce? a. devil's horns effect b. similarity error c. contrast error d. halo effect

Contrast Error

Which of the following types of information would a manager be least likely to obtain from former employers about job applicants? a. dates of employment b. salary information c. eligibility for rehire d. former position and responsibilities

Eligibility for Rehire

A dishwasher in a certain small restaurant can typically run 6 loads through the machine each hour. The restaurant manager offers dishwashers a double wage for each hour in which they run 10 loads of dishes or more through the machine. Three months after this incentive program is begun, the restaurant's dishwashers have never earned this incentive, and employee productivity is the same as ever. Which of the following is probably the incentive program's most serious problem?

Employees may think the goal is not attainable.

The president of the 25-unit Family Fun Restaurant chain recently established a policy of filling open supervisory and managerial positions from applicants within the company. Implementing this policy will call for all of the following human resources activities except: a. internal recruiting to fill open supervisory positions. b. external recruiting to fill open line-level positions. c. external recruiting to fill open managerial positions. d. succession planning for current line-level employees

External recruiting to fill open managerial positions

Jim, a new employee at a large hotel, has gone through orientation. He knows the layout of the facility, the departments in the organization, and all the basic rules and procedures for being an employee of the hotel. He resists the idea of going through a socialization program, because he doesn't like making small talk. Jim does not know that the real purpose of a socialization program is to: a. reinforce his knowledge about social interactions in a hospitality setting. b. get him familiar with all the hotel's employees. c. introduce him to the values, norms, and behaviors consistent with success in the organization. d. make sure he does not suffer from burnout too soon.

Introduce him to the values, norms, and behaviors consistent with success in the organization.

When asked, owners and managers of small hospitality businesses might say they know that their employees need training whenever they hear guests complain. The principal advantage of soliciting guest feedback as a means of training needs assessment is that: a. research shows that guests complain often, thereby providing a steady source of feedback. b. it demonstrates a property's commitment to training. c. it demonstrates a property's commitment to service. d. guests often go into great detail about their dislikes when they complain

It demonstrates a property's commitment to service.

A selection method that consistently leads all managers to hire employees who then fail is: a. reliable and valid. b. reliable but invalid. c. unreliable but valid. d. unreliable and invalid.

Reliable but Invalid

The Catch Up Hotel has a standard hour incentive program in place. It pays its room attendants $3.75 per room cleaned, and room attendants typically clean two rooms an hour. A competing hotel has just opened that offers room attendants benefits that are comparable to those the Catch Up Hotel offers. Managers at the Catch Up want to meet their competitors' pay. Under which of the following circumstances might the Catch Up Hotel have to alter its incentive program?

Room attendants at the new hotel clean two rooms an hour and get $8.00 an hour.

The general manager of the Slow Start Hotel notices that new hires are not learning their jobs very quickly. She should direct her departmental managers to examine their training programs and their ________ programs. a. specific job orientation b. general property orientation c. specific property orientation d. cross-departmental orientation

Specific Job Orientation

Performance appraisals are an effective way to link rewards and punishment to performance when they are used as which of the following? a. a tool for evaluating training, policies, or programs b. the basis for compensation and promotion decisions c. a tool for validating the selection process d. the basis for short-term recruiting strategies

The basis for compensation and promotion decisions

Which of the following is not typically a result of linking pay to performance?

The company loses money to increased labor costs

Many non-union properties establish grievance procedures. What is the first step taken in a non-union hospitality property's grievance procedure?

The employee makes a complaint to his or her supervisor.

Which of the following statements about job analysis is false? a. The degree of change associated with a position determines how often a job is analyzed. b. The frequency of job analysis depends primarily on the skill levels associated with the position. c. Observation is the simplest and least expensive method of collecting job analysis information. d. Adding new items to a menu may prompt a job analysis of cooking jobs in a restaurant.

The frequency of job analysis depends primarily on the skill levels associated with the position.

Which of the following is not a factor that makes it difficult for HERE to unionize large segments of the hospitality industry?

The majority of hotel and restaurant employees are satisfied with their current employment conditions.

Managers at a certain hotel orient new employees to their new environment by having them follow an experienced employee around. The primary problem with this approach is that: a. the new employee will learn both the good and bad habits of the employee conducting the orientation. b. new hires should follow a group of experienced employees instead. c. new hires should be allowed to interact only with managers during the first week on the job. d. all the new employees might overburden the experienced employee with questions.

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

Randy, a relatively new employee himself, is called upon to help socialize a brand new employee in a large hotel. Randy's job performance to date has been marginally acceptable. Research shows that it may be better to have marginal employees socialize newcomers because: a. even marginal job knowledge and performance is better than what a newcomer has. b. the performance of marginal employees often improves as the new employee is socialized. c. a manager can follow the two of them and correct the new employee while socializing the marginal one. d. then the two can socialize one another.

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

A dining room supervisor has just learned that one of his employees has a drug problem. He is thinking through the resources the company can offer this employee. If an employee has a drug problem, he or she might benefit most from:

an employee assistance program

Unions and company managers typically do their best to resolve grievances before arbitration becomes necessary. Arbitration is the last resort, primarily because:

arbitration costs both the union and the company a lot of money and time.

Negotiations between a company and a union can be approached in various ways. The negotiation strategy in which each side attempts to create a negative impression of the other is called:

attitudinal structuring.

An outside consultant has been hired to evaluate a hotel's jobs to help its managers design a 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 in comparison to a minimum, the consultant is likely to:

compare the common elements of the jobs

Which of the following is generally the best overall indicator of the real value of wages/salaries?

consumer price index

Katrine, the HR director of a nationwide restaurant chain, is considering individual incentive programs the company might offer its employees. Which of the following is not an individual incentive program?

cost-savings plan

Alderfer's ERG Theory

divides and individual's basic needs into: existence, relatedness, and growth needs

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.

Craft unions and industrial unions are not the same. Workers in craft unions:

essentially have the same skills or perform the same task.

Expectancy Theory

explains motivation as a process involving an individual's perception of: expectancy, instrumentality, and valence

Sometimes an employer's negotiating team or a union's team takes extreme positions before arbitration begins in order to take as much ground as possible. This problem can be avoided by using which of the following?

final offer arbitration

Maslow's Hierarchy of Needs

individuals have 5 basic needs: physiological, safety and security, social, esteem, and self-actualization

When unions and employers are bargaining, impasses can be declared over:

mandatory issues only.

Government employees gained the right to organize and bargain collectively through an executive order issued in 1962. Which of the following laws further defined legal rights of government employees?

the Civil Service Reform Act

In 1981, President Reagan reaffirmed a certain law that prohibited strikes by government employees by firing 11,301 striking air traffic controllers who were federal employees. Which of the following laws did the President enforce?

the Civil Service Reform Act

The federal government has an important function related to compensation administration. Which of the following federal agencies conducts wage and hour audits to check a company's compliance with the Fair Labor Standards Act?

the Department of Labor

A friend who works for a company with hundreds of full-time employees tells you she showed up for work this morning and received a layoff slip. She says over 500 employees were laid off in total, and she says her employer gave no warning. This employer has violated which of the following laws?

the Worker Adjustment and Retraining Notification Act

Broadening a job to include additional tasks requiring similar skills and abilities is referred to as:

Job Enlargement

A 150-room hotel anticipates a 60 percent occupancy rate for the upcoming year. If the ratio of employees to occupied rooms is 1.2, how many employees will the hotel need over the next 12 months?

108

Union organizers are circulating authorization cards among employees in hopes of forcing an election. How many employees must sign authorization cards in favor of a single union to force an election?

30 percent

Which of the following methods of collecting job analysis information is most likely to be influenced by the Heisenberg Effect? a. interviews b. observation c. critical incidents d. daily logs

Interviews

Since the Great Recession began in 2008:

Human resource and recruiting personnel have been more focused on hiring employees at the lowest skill levels.

General property orientations and specific job orientations often cover different kinds of information. Which of the following types of information would you most expect to see covered in a well-designed specific job orientation? a. information about job-related issues such as company standards, policies, and procedures b. information about technical aspects of the job such as the contents of the job description and the kinds of equipment operation that are required for the job c. information about cultural issues such as management philosophies, strategic beliefs, and definitions of acceptable and unacceptable behavior d. none of the above

Information about technical aspects of the job such as the contents of the job description and the kinds of equipment operation that are required for the job

Which of the following is not regarded as a potential advantage of internal recruiting over external recruiting? a. lower recruitment costs b. infusion of "new blood" with new ideas c. lower training costs d. improved morale of staff

Infusion of "new blood" with new ideas

Analyzing the difficulty, frequency, and importance of work activities associated with a particular job is a fundamental aspect of:

Job Analysis

All of the following are techniques for forecasting the internal supply of labor except: a. replacement charts. b. job bidding. c. succession charts. d. skills inventories.

Job Bidding

Which of the following managerial tools summarizes the duties, responsibilities, working conditions, and activities of a specific job? a. job specifications b. job analyses c. job descriptions d. job designs

Job Descriptions

A training method that involves moving trainees from one job to another is called: a. job rotation. b. cyclical training. c. work sampling. d. programmed instruction.

Job Rotation

The food and beverage director at a downtown hotel cross-trained bus persons to deliver room service orders. This is an example of: a. job simplification. b. job rotation. c. job analysis. d. horizontal job expansion.

Job Rotation

Which of the following job design techniques requires cross-training employees? a. job simplification b. job enlargement c. job rotation d. job enrichment

Job Rotation

Which of the following statements about criteria for performance appraisals is true? a. Experienced managers are objective and unbiased when appraising employee performance. b. Subjective performance appraisals are preferred over objective performance appraisals. c. No valid criteria exist by which to judge the effectiveness of performance appraisals. d. Managers can become better appraisers of performance by understanding the factors that increase the likelihood of error.

Managers can become better appraisers of performance by understanding the factors that increase the likelihood of error.

In which managerial developmental career stage should the emphasis be on new challenges and objectives? a. organizational entry stage b. mid-life/mid-career stage c. pre-retirement stage d. retirement stage

Mid-life/Mid-career stage

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

Open- Ended Questions

Two weeks after starting his job as an engineer, Joel is overwhelmed with all his new responsibilities. He would try to get some counseling through the employee assistance program, but he doesn't know where the human resources office is at his property. After directing Joel to the HR office, Joel's manager should consider suggesting improvements in the property's: a. employee assistance program. b. group incentive program. c. grievance procedures. d. orientation program.

Orientation Program

Which of the following is not an internal recruiting tool? a. outsourcing b. job bidding c. skills inventories d. job posting

Outsourcing

At a large downtown convention hotel, final candidates for open bell staff positions are asked to lift several bags and boxes as a test. This selection technique is an example of: a. physical and motor ability testing. b. weighted application testing. c. pencil-and-paper testing. d. reliability testing.

Physical and motor ability testing

All of the following acts that Congress has passed affect human resources management. The act that made unfair labor practices by unions illegal is the:

Taft-Hartly Act

Which of the following analyses aims to identify employees' knowledge, skills, and abilities (KSAs)? a. Individual analysis b. Training analysis c. Task and behavior analysis d. Organizational analysis

Task and behavior analysis

An unfair labor practice strike occurs at a business, and the employer hires replacement workers. Which of the following statements about the NLRB's position in this situation is true?

The NLRB has the right to order the replacement workers off the job and to reinstate striking employees.

There are a number of ways in which a union may become certified as the legal representative of employees. Which of the following is not one of these ways?

The NLRB may issue a bargaining order when 20 employees start paying union dues.

In one resort hotel, new chefs are given multiple opportunities to succeed. Which of the following aspects of socialization strategy is related to the number of chances a new employee is given to succeed? a. serial vs. disjunctive b. formal vs. informal c. tournament vs. contest d. fixed vs. variable

Tournament vs. Contest

Which of the following statements about training expenditures is true? a. Return on investment (ROI) is the primary indicator used to evaluate training programs. b. Cutting training budgets is one of the last measures an organization will take to cut costs during difficult economic times. c. Training budgets have been steadily increasing since 2000. d. Training budgets have been steadily declining since 2000.

Training budgets have been steadily declining since 2000.

Which of the following statements about checking references supplied by job applicants is false? a. Waivers signed by job applicants that grant permission to contact references and to verify other credentials release the company from legal liability. b. A company should notify job applicants before conducting credit reference checks on them. c. Employers should obtain permission from former employees before releasing any information about them. d. Written reference checks can be initiated either by the applicant or by the prospective employer.

Waivers signed by job applicants that grant permission to contact references and to verify other credentials release the company from legal liability.

Which of the following pre-employment testing techniques asks applicants to perform or simulate specific tasks they would do on the job? a. validity tests b. weighted application tests c. work sample tests d. reliability tests

Work Sample Tests

Louis, the HR director of a nationwide hotel chain, is considering what type of profit-sharing plan the company might offer its employees. All of the following are profit-sharing plans except:

a commission plan

George, a hotel manager, is considering his options for establishing pay structures for the hotel. All of the following are among his options except:

a factor comparison pay system

One type of strike is illegal because employees have the right to be on company property only to work. Which of the following types of strikes is this?

a sitdown strike

Federal regulations for collective bargaining originated during a time when a particular labor problem was common in the United States. The intent of the regulations was to decrease the economic effects of which of the following?

strikes

McClelland's N-Achievement Theory is one of the content theories of motivation. According to this theory, the desire to assume leadership is portrayed by the:

need for power

Many non-union properties establish grievance procedures. When managers at non-union properties establish and consistently follow grievance procedures, employees:

often feel less need for union protection

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

pay variations among similar properties in a particular market

Reinforcement Theory

people are conditioned to respond to stimuli and that behavior can be guided through the use of types of reinforcement

McClelland's N- Achievement Theory

people have 3 needs: power, affiliation, and achievement. Also companies can predict employee performance by determining concentration of each need in them

The Scanlon plan is a type of group incentive program. Hospitality operations find the Scanlon plan useful because:

person-to-person contact is most important in hospitality, and the plan rewards labor savings.

White-collar union membership has increased over the last 30 years. Much of this increase has come from:

public employees and teachers

Equity Theory

relates to whether employees feel they are being treated fairly or unfairly compared to others

Herzberg's Two-Factor Theory classifies human needs into only two types. Which of the following is an example of one of Herzberg's hygiene factors?

salary

Among forms of compensation, Section 401(k) plans are examples of:

salary reduction plans

Herzberg's Two-Factor Theory

some work factors influence satisfaction while others are expected by employees

Goal Setting Theory

specific and challenging goals will result in higher levels of performance if employee accepts the goals

Economic Man Theory

states money is main reason employees perform assigned job

A hotel's managers have been inspired by a conference speaker to institute a company-wide group incentive program. They have high hopes for their plan. But they should keep in mind the following disadvantage of such plans:

unless properly managed, group incentive plans can unfairly reward employees who perform worse than the group as a whole.