Definitions of Chapter 1

Question 1

Labor-Intensive

Answer 1

The situation in which people rather technology and equipment are used to provide products & services for an organizations’ consumers.

Question 2

Revenue:

Answer 2

The amount of money generated from the sale of products & services to consumers of the hospitality operation.

Question 3

Human Resources:

Answer 3

The people employed by a hospitality or tourism organization.

Question 4

Human Resources Management:

Answer 4

Processes used by a hospitality or tourism organization to enhance its performance by effectively using all of its staff members.

Question 5

Intrapreneur:

Answer 5

An employee of an organization whose compensation in whole or in part, its based on the financial performance of the part of the business for which the person is responsible.

Question 6

Management Process:

Answer 6

The process of planning, organizing, staffing, supervising, controlling, and appraising organizational resources to attain goals.

Question 7

Resources:

Answer 7

What an organization has to achieve goals. (examples: people, equipment, time etc..)

Question 8

Managers:

Answer 8

Staff members in the organization who direct the work of supervisors.

Question 9

Supervisors:

Answer 9

Staff members in the organization who direct the work of entry-level personnel.

Question 10

Job Description:

Answer 10

A list of tasks that a person working within a specific position must perform.

Question 11

Corporate Culture:

Answer 11

Shared beliefs, experiences, & norms; that influence how things are done within an organization.

Question 12

Value-added:

Answer 12

The concepts that the benefits of money spent on something are worth more to an organization than the amount of money that is spent on its purchase.

Question 13

HR Department:

Answer 13

The department within a large hospitality & tourism organization with the responsibility for recruiting, screening, & developing staff members.

Question 14

Staff Specialists:

Answer 14

Persons with technical expertise in an area such as human resources that provide advice to, but do not make decisions for, managers in the organizations’ chain command.

Question 15

Employee Turnover:

Answer 15

The preparation of total employees replaced during a specific time period.
(Annual turnover rate = employees leaving during a year / total number of employees)

Question 16

Employee Union:

Answer 16

Organization of employees who act together to protect & promote their interests by collective bargaining with representatives of the hospitality & tourism organization.

Question 17

Policy:

Answer 17

Rules & regulations established by an organizational that specify how applicable staff members should act.

Question 18

Work Procedure:

Answer 18

A course of action or steps to be used to accomplish an objective; usually developed to describe how a work task should be accomplished.

Question 19

Empowerment:

Answer 19

Act of authorizing employees to make discretionary decisions within their areas of responsibility.

Question 20

Downsizing:

Answer 20

Activities implemented to eliminate jobs in order to generate greater efficiencies & cost savings.

Question 21

Diversity:

Answer 21

The broad range of human characteristics & dimensions that impact the employees’ values, opportunities, & perceptions of themselves and others at work.

Question 22

Executive Committee:

Answer 22

A group of comprising department heads who serve as the organization’s key management team & who, in this capacity, are responsible for the overall management of the organization.