Quiz questions

What is the key difference between a floater and an employee who has been cross-trained?

Floaters do different tasks on a daily basis, whereas cross-trained employees do so only as need arises

At what stage is a team that expresses excitement and optimism; behaves in a friendly, agreeable fashion; and responds well to a directing leadership style?

Forming

Internal and external information is collected in the planning process. What must be done with that data?

analyze what impact it may have on the operation

The first three of the four steps for reaching goals are developing, implementing, and evaluating the plan. What is the final step?

applying results

In reference to goal setting, what is the name of standards by which something can be measured or judged?

benchmarks

What is a fixed amount of money for a certain time period that does not vary, regardless of the number of hours worked?

Salary

What is the term for cooperating and working together to complete tasks and reach common goals?

Teamwork

If the desired outcome of a team development is that of a high-performance team, at what stages should management work with them to establish these expectations?

Forming and Norming (INCORRECT)

What are monies paid indirectly in support of employees for purposes such as vacation, holiday pay, sick leave, and health insurance?

Fringe benefits

The group of cooks who prepare bread, desserts, salad dressings, sauces, produce to par stock levels for stations, and other foods are members of what kind of team?

Functional

A seasonal restaurant needs to train staff for summer busy time. The training managers have been deemed ready to take on the additional responsibility. What kind of team are the training managers?

Functional (INCORRECT)

What are factors that make employees act in ways that help them reach personal goals?

Incentives

What types of meetings share communication such as project reports and updates or are used for orientation or training?

Information

Which effective team goal is it when teams get updates on progress, learn about tools to support tasks, and communicate with other employees and teams?

Information

What is a calendar of specific activities designed to meet the operation's revenue goals related to attracting, retaining, and expanding the customer base?

Marketing plan

What considers the expected number of customers and spreads out the number of hours allowed by the budget between different positions in the operation?

Master schedule

A nighttime pantry chef in a busy Italian restaurant is frustrated. Every time she comes to work, her station has not been stocked to par, as per policy. This means she begins her shift behind, and her ticket times are affected. She takes pride in leaving the station stocked for the same individual. She has tried talking it over and leaving notes, but to no avail. The manager has agreed to facilitate a discussion and make suggestions so that an agreement can be reached. What is this technique of conflict resolution?

Mediation

What is the word used for the person whose major responsibility is to keep the meeting focused and moving toward its objectives?

Meeting leader (INCORRECT)

What would be the reason for employees not contacting a manager on their day off when an operational problem arises?

No reason; it's part of the job description and is why they are salaried employees (INCORRECT)

At what stage is a team that expresses acceptance and a sense of common purpose, attempts to get along, and responds well to a supporting leadership style?

Norming

How can a manager improve on their ability to conduct meetings?

Obtain feedback through evaluation

Why do many employees have a negative view of the appraisal process?

Often approached in a hurried manner, lacking in ongoing feedback and goal setting

Putting members of the front and back of the house together to work on systems issues that have hindered food and service quality illustrates which of the benefits of the teamwork?

Opening communication channels by breaking down barriers that have existed between departments or groups

What is a well-known and often-used set of rules for conducting meetings in an organized way that allows everyone to be heard and make decisions without confusion?

Parliamentary Procedure (INCORRECT)

At what stage is a team that expresses satisfaction with work and attachment with members, works through problems, and responds well to a delegating style of leadership?

Performing

Which level of Maslow's Hierarchy is being addressed when an employer provides a daily shift meal for employees?

Physiological

What is the first step in managing any project, whether it assigned to a team or an individual?

Planning

What internal source of information can provide the most valuable information about customer count by time period?

Point of sale system

What type of meeting is brief, involving just a few employees to address and resolve a problem, to decide, and to commit?

Problem-solving (INCORRECT)

Three complementary skills are needed for successful teams. They are adequate technical abilities:

Problem-solving skills, and interpersonal skills

What can be done if plans are not going according to schedule or benchmark goals are not being met?

Take corrective actions to get back on track

Which effective team goal is it when team members get to know each other's backgrounds, skills, and work styles?

Team building

Which warm-up activities are used during various stages of development to ensure optimizing performance?

Team-building

Which warm-up activity involves participants pairing up and asking each other questions, then sharing them with the group?

Team-building (INCORRECT)

Why is it critically important for the meeting planner to identify the business objectives to be accomplished at the meeting?

They will drive the rest of the planning process, beginning with the type of meeting needed to accomplish them

What are procedures and guidelines that employees should follow when they want time off from work?

Time-off request policy

Why is it important for managers to understand why some employees dislike meetings?

To eliminate these problem issues through thoughtful planning

What consequences can occur if inaccurate historical information is gathered for the schedule?

Too many employees increase labor costs; too few result in poor service.

If it is not a leap year in February, and the manager has been budgeted $40,096 for labor for a food service operation that is open seven days a week, what is the average daily wage?

$1,432.00

When an agenda item is held over for another meeting, what determination has been made for that issue?

Tabled

What is the value of setting specific goals rather than the more general goal of striving to do better?

Achievement can be measured, and steps can be taken if goals are not me

How is harassment defined?

Victim determines what is offensive or unwelcome

What is the name of a list of topics that will be considered at a meeting?

Agenda

Is it important for all affected employees to attend a meeting?

Absolutely; generally, it is best to err on the side of too much information rather than too little (INCORRECT)

Marilyn is a shift leader in the banquet department. She has been assigned the task of researching alternative sources of table centerpieces for special functions. She is to report back her findings at the next meeting. What is her task an example of?

Action item

The banquet staff is ready to walk out of the downtown hotel with full service meeting facilities. They have contractual gratuity and hourly rates built into catering contracts, but the Sales and Marketing staff has consistently been bargaining these items down in an attempt to maintain their competitive position while leaving their own compensation intact. Management has called in a neutral third party to listen and review facts to make a decision and settle the conflict. What is this method of conflict resolution called?

Arbitration

What is a recommended policy to have in place to determine when an employee might request vacation time?

Block heavy revenue weeks and determine maximum number allowed off per week

What type of meeting is held to develop ideas or creative solutions rather than to make a decision?

Brainstorming

What is a statement of goals and activities to be addressed over a 12-month period that is used to move the operation toward its mission?

Business plan

What is a reason that the employee should be involved in the goal-setting process during performance discussions?

Can be a motivation tool to develop leadership skills

If management creates a positive work environment for a multilevel ocean front restaurant where bus staff that formerly failed to communicate "clean and ready" table status to the host stand now does so promptly, this may indicate that the "Rapid Response Reward" system is working. What aspect of building a positive workplace environment is being reinforced?

Celebrate success and build teams

In an employee development plan, an employee may need to spend personal time away from work to complete some learning activity. What will this require of the employee?

Commitment

Which warm-up activity involves prizes for coming up with the best creative solution?

Competitive

When a message needs to be communicated to a group of employees, is a meeting the best method?

Confirm the necessity of a meeting due to time and cost concerns; there are other ways to convey information

The manager has spotted yet another server touching the part of the glass that the guest's mouth will touch when serving a beverage. In addition, the gentleman is being served before the lady and from his left side, not his right. Exasperated, the manager whistles across the dining room, "Stop right now Kenneth! That is the last time you will make those mistakes here!" What rule of coaching has the manager violated?

Corrected publicly and in an embarrassing fashion

What is a chart that informs employees who receive wages about the days and hours that they are expected to work during a specific time period?

Crew schedule

What type of team is one that has been characterized as a high-performance team?

Cross-functional (INCORRECT)

It is summer season and time to freshen the brunch menu. A team of employees from the kitchen, dining room, sales, and catering has been chosen to plan new menu items. They have been directed to use local ingredients and include some health-conscious choices. What kind of team is this?

Cross-functional team

When is the appropriate time to celebrate the success of the team and its members?

Debrief meeting

A multilevel ocean front restaurant is very busy during tourist season. The bus staff keeps busy cleaning, sanitizing, and resetting departing tables. They are good about letting the bus team know what stage each table is at. In the meantime, the host stand is frustrated. They cannot visually see when tables are ready to be set and rely on word from the bus staff, which is slow in coming. Guests are left waiting. What is the term for the failure to maintain a positive work environment that the management is allowing to continue through the actions of the bus staff?

Departmental silos

Which team management challenge might a seasonal business that primarily employs changing student staff each year encounter?

Effectiveness due to high turnover

What is the name of an organized series of actions planned to expand a worker's skills and knowledge?

Employee development program

The manager wants the meeting to proceed without delay and announces to participants that there will be no questions or discussions allowed. Is there a downside to this strategy?

Employees may feel frustrated and question the need for a meeting when no participation is allowed

Who is responsible for employee development?

Employer, as they benefit and are in a position to provide (INCORRECT)

Gregg is a kitchen worker who woke up with a sore throat and fever. He has no health insurance and can't afford to go to the doctor. He knows he is needed for his shift at work this morning and that he would not be giving adequate notice if he called out now. He decides to go in and tough out his shift, saying nothing so he will not be seen as a "whiner." What has management failed to do to set the scene for this potentially dangerous situation?

Establish employee absence policies for calling out when unable to work

The Tapas Tavern posts positive guest comments, naming employees on the staff bulletin board for all to see. Which level of Maslow's Hierarchy is addressed by this practice?

Esteem

What is the purpose of an information rollout at the application of results step of reaching goals?

Explain, defend, or teach affected employees about the new way of doing things

What is the federal law that sets minimum wage, overtime pay, equal pay, record keeping, and child-labor standards for covered employees?

Fair Labor Standards Act (FLSA)

A group of host employees who work at a large trendy restaurant have been selected to make suggestions for improvement of the reservation, wait, and seating process for the popular and crowded Sunday brunch that has become problematic and therefore a point of complaint for guests. What sort of team is this?

Problem-solving team

What reasons might a manager have to improve maintenance factors for employees if doing so has not provided motivation?

Provide tools, situations, and support that employees need to do their work

What is the purpose of keeping meeting minutes?

Reference of proceedings and record, particularly for those unable to attend

What technique might a manager use to identify and set goals when concerns are not obvious problems to be solved?

SWOT analysis

Which level of Maslow's Hierarchy is being challenged when an employer keeps employees waiting (on a Friday) for paychecks, distributing them after the banks have closed, sometimes short or in error?

Safety

What is the number of customers who have visited the establishment on different days in previous weeks known as?

Sales history

When a manager is considering meeting time and location, the number of employees that must attend, the amount of expected business, and whether multiple meetings will need to be held, what aspect of meeting management is being considered?

Scheduling

What is an example of an event that might cause a manager to bring a contingency plan into play?

Several key employees come down with an infectious illness and must call out suddenly on the same busy weekend (INCORRRECT)

At what stage is a team that expresses resistance and tension, engages in power struggles, lacks progress, and responds well to a coaching leadership style?

Storming

What are reasons why employers end up paying overtime?

Supervisors fail to clock out employees when they notice they are nearing 40 hours (INCORRECT)

Having members of the server staff meet as a team to select the new server uniform will take longer than if the manager simply made a choice. There also may be disagreements and personality conflicts. How could the manager facilitate the process to minimize these pitfalls?

Train in how to conduct meetings and stay focused on goals

What are the standards that reflect the restaurant's most basic reasons for existence?

Value statements

What is the name of the difference between the budgeted expense and the actual expense if the budget goal is not met?

Variance

How important is it that a meeting starts and ends on time?

Very; it shows respect for the employees' time and responsibilities beyond meeting attendance

What is the description of what an establishment wants to become and why it exists?

Vision Statement

One of the primary purposes of a master schedule is to help ensure that the correct number of waged employees are available so that customers will receive prompt, efficient service and properly prepared food. What is the other reason for this plan?

Waged labor expenses so that budget goals can be met

What is the monetary compensation for employees who are paid based on the number of hours they work?

Wages

What is an example of a local factor in addition to past sales, which will be used to create a master schedule?

Weather

Which effective team goal is it when team members develop plans and procedures, understand tasks and each member's responsibilities, and identify business needs, processes, and resources?

Work-related

What is the difference between behavior that is considered harassing and behavior that is considered normal, friendly interaction?

Would not offend a reasonable person

Does it really matter if entry-level employees are motivated as long as they do their jobs?

Yes; employees who are not motivated are less likely to meet service standards

What is a statement of goals and the activities necessary to reach them over a three- to five-year period that is used to move an operation toward its mission?

long-range plan

There have been issues regarding closing duties that have not been performed in the dining room at the end of the shift. The conflict appears to center upon which of two servers is responsible for doing the work. The manager has asked the servers to discuss this issue and reach an agreement. Which of the conflict resolution strategies is being employed?

negotation

What is a financial plan that estimates the revenue to be generated, expenses incurred, and profit, if any, for a specified time period?

operating budget

When conducting a SWOT analysis, questions such as "What trends could boost demand for our services and products over the next several years?" "How might technologies help us" and "What changes could occur that might benefit our operation?" aim to identify which SWOT focus?

opportunities

An employee finds that she or he does not terribly regret returning from a family vacation. There is anticipation of returning to "the gang" of the day shift and catching up on what has taken place during the absence. Which level of Maslow's Hierarchy seems to be met on the job?

social

What level of employee should be involved in the development of plans affecting the operations?

staff members closest to the situation, including employees who actually do the work

When conducting a SWOT analysis, questions such as "What does our establishment do well?" "What additional resources do we have access to?" "What do we do better than our competition?" and "What do we do that exceeds customer expectations?" aim to identify which SWOT focus?

strengths

When conducting a SWOT analysis, questions such as "What obstacles are we facing?" "Do we have cash flow problems?" "What changes could occur that might hurt our establishment?" aim to identify which SWOT focus?

threats

What sorts of problems are avoided by writing goals that are SMART?

unrealistic, unclear, not measurable, or not related to the mission or vision

When the customer believes that they paid a fair price for the product or services received, what is this concept known as?

value

When conducting a SWOT analysis, questions such as "What does our operation do poorly?" "What should we avoid?" and "Where are we wasting money?" aim to identify which SWOT focus?

weaknesses