ch 1

Question 1

what is an action plan?

Answer 1

step-by-step activities defining the who, what, where, when and how of implementing a strategy

Question 2

what are assets?

Answer 2

things that are of significant value to the hospitality organization

Question 3

what is a business plan?

Answer 3

bridges strategic and operational planning activities by specifying how the organization will move forward in the upcoming year toward attaining long-range goals

Question 4

what is coaching?

Answer 4

a supervisory procedure that involves complimenting an employee for desired behaviors and correcting performance problems at the time they are observed

Question 5

what are competencies?

Answer 5

knowledge and/or skills required for successful job performance

Question 6

what are conceptual skills?

Answer 6

one of three critical supervisory skills. conceptual skills are the intellectual skills supervisors need to perform their jobs well, including the ability to visualize problems, develop solutions, and make decisions

Question 7

what is controlling?

Answer 7

the supervisory task of measuring actual results against expected results. controlling also refers to safeguarding the operation’s property and revenue

Question 8

what is coordinating?

Answer 8

the supervisory task of assigning work and organizing people and resources to achieve the operation’s objectives

Question 9

what is directing?

Answer 9

the supervisory task of managing, scheduling and disciplining employees. directing includes such things as training and motivating employees.

Question 10

what is evaluating?

Answer 10

the supervisory task of:
1 - reviewing the operation’s progress toward organizational goals
2 - measuring employee performance against the organization’s standards

Question 11

what is the executive committee?

Answer 11

a group consisting of top-level managers and department heads that meets regularly to discuss organization-wide concerns

Question 12

what is formal authority?

Answer 12

the authority that comes with the position a person holds in the organization

Question 13

what are human relations skills?

Answer 13

one of the the three critical supervisory skills. human relations skills include all those abilities necessary to deal effectively with employees on a personal level including communication, leadership and team building

Question 14

what is informal authority?

Answer 14

the power someone has because of his or her abilities, charisma, or other personal traits. also referred to as person authority

Question 15

what does labor-intensive mean?

Answer 15

the concept that many tasks required in the hospitality industry must be performed by people, and these persons cannot be replaced by technology

Question 16

what are line-managers?

Answer 16

a manager with decision-making authority in the chain of command

Question 17

what is a long-range plan?

Answer 17

generally covers a time period of three to five years and outlines how the organization intends to close the gap between where it is today and where it wants to be in the future

Question 18

what is management?

Answer 18

the process of using available resources to achieve organizational goals

Question 19

what is a manager?

Answer 19

a person who directs the work of supervisors

Question 20

what is a marketing plan?

Answer 20

indicates how the goals set by an organization’s business plan will be achieved in the upcoming year through marketing and sales effors

Question 21

what is a mentor?

Answer 21

an experienced employee who advises less experienced staff members about issues related to the job, the organization, and their professional careers

Question 22

what is a mission statement?

Answer 22

a broad description of an organization’s reason to exist, forming a basis for developing goals and objectives and guiding the allocation of resources within the organization

Question 23

what is operational planning?

Answer 23

specific activities usually cover a planning horizon of no more than one year. activities include developing a business plan, a ,marketing plan and an operations budget

Question 24

what is an operations budget?

Answer 24

management’s detailed plans for generating revenue and incurring expenses for each department within the operation; also referred to as the revenue and expense budget

Question 25

what does organizing mean?

Answer 25

the supervisory activity that attempts to best assemble and use limited himan and other resources to attain organizational goals. it involves establishing the flow of authority and communication among people

Question 26

what is planning?

Answer 26

the supervisory task of creating objectives and action plans to reach them

Question 27

what are staff managers?

Answer 27

technical specialists without decision-making authority

Question 28

what is staffing?

Answer 28

the supervisory activity of recruiting and hiring employees

Question 29

what is strategic planning?

Answer 29

general acctivities that guide and organization toward a desired future state. activities include developing a vision statement, mission statement, and values statement that culminate in three to five year long range plans

Question 30

what are subordinates?

Answer 30

persons who are at a lower organization level

Question 31

what is a supervisor?

Answer 31

someone who manages entry-level or other employees who don not have supervisory responsibilities

Question 32

what are technical skills?

Answer 32

one of three critical supervisory skills. these skills form the basic work behaviors of any job. for example, technical skills required of a food server are basic math, good eye-hand coordination, balance, strong communiaction

Question 33

what is a values statement?

Answer 33

embodies the shared beliefs, common convictions, and acknowledged principles that unite managers, supervisors and staff members as they create the organization’s future

Question 34

what is a vision statement?

Answer 34

a projections of an organization’s future: where it wants to be and what is wants to look like at a specific point in time

Question 35

what is management?

Answer 35

the process of using what you have to do what you want to do

Question 36

what are the 7 basic categories of resources?

Answer 36

people
money
time
work procedures and methods
energy
materials
equipment

Question 37

what are the basic types of demands that confront supervisors?

Answer 37

• increasing profits or lowering costs
• defining and attaining quality and quantity standards for products and services
• maintaining or creating a good public image
• providing professional development opportunities for staff members

Question 38

what are the four management levels in a hospitality property?

Answer 38

top level management
middle level management
managers
supervisors

Question 39

what are some of Henri Fayol’s basic management principles?

Answer 39

concept of authority
organizational hierarchy
discipline
unity of command
common good
compensation
centralization
division of labor
matching
staff stability
employee initiative
team spirit

Question 40

what are common planning activities?

Answer 40

creating a:
values statement
mission statement
vision statement
long-range plan
business-plan
marketing plan 
operations budget

Question 41

what are some basic principles applicable to the management function of organizing?

Answer 41

-authority should flow in an unbroken line from top to bottom
-each employee should have only one supervisor
-relationships between departments in the organization must be considered when managers organize.
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