RSTO 1313 Hospitality Supervisor Midterm Review Flashcards
Scientific management is associated with:
Frederick Winslow Taylor
A flex style of management means:
Adjusting decisions and actions to the needs of the situation
Human relations theory emphasizes:
The importance of workers as individuals
Human skills needed by a manager include:
Sensitivity to worker’s personal needs
Participative management:
Allows workers to take part in decisions affecting them
Management theory:
must be adapted to the situation and the people involved
A supervisor has an obligation to customers to:
D – ALL OF THE ABOVE (See that their needs and desires are met train workers in guest relations represent the enterprise well)
An organization chart shows:
The line of authority and responsibility
A supervisor must work overtime without pay if he/she:
Supervises two or more people, spends 50 percent of or more of his/her time managing, and earns $455/week or more.
An approach to management that blends standardization, concern with people, and participative techniques is called:
humanistic management
The supervisor’s authority comes from:
D – ALL OF THE ABOVE (A - the power to hire and fire, reward and punish B - consistent disciplinary action C – the acceptance of authority by workers)
Management by example refers to:
Setting a good example for your workers
When an employee has much commitment but little competence to do a job, the best leadership style, according to situational leadership theories, is:
Directing
Leadership style refers to:
The manner of interaction the supervisor uses with employees in directing and controlling the work
A fear-and-punishment leadership style
D – ALL OF THE ABOVE (A- breeds resentment, B – low morale, C – and personnel problems)
The Theory X view or workers holds that:
People dislike work and must be coerced and threatened with punishment to get the work done
The Theory Y view of workers holds that:
Work is as natural as play, and people will work of their own accord toward objectives that fill personal needs
The leadership style that delegates all authority and power to the employees is called:
Laissez-faire
Situational leadership theory holds that:
the degree of worker participation should depend on the work, the people, the leader, and time pressures-the total situation
Which of the following statements is true concerning the development of leaders?
Manager’s numbers are the primary benchmark for evaluating their success and failure.
Long-range planning to set corporate goals and develop strategies for achieving them is called:
Strategic Planning
A budget is a:
Single-use plan
. A term regarding the search (amongst competitors and others) for the best method of doing something and implementing the method to improve performance and meet or exceed goals is called:
Benchmarking
Which of the following are not qualities of a good plan?
A good plan is rigid
Unity of command refers to the:
Principle that each person should have only one boss
You can reduce the degree of risk when:
You collect relevant data and apply it to your forecast
Organizing is:
Setting everything up to run efficiently
An established routine or set of procedures used in a recurring situation is known as a:
Standing plan
The planning process includes all of the following except:
Compare future results with competitors
Which of the following is false regarding a standing plan?
Rigidity is not a potential drawback of a standing plan
Which of the following is false regarding the communication process?
In successful communication, the receiver directs a clear message and the sender gets the message accurately.
Oral instructions are most suitable for:
Simple, familiar tasks
Written instructions are appropriate for:
Tasks involving many important details
Which of the following messages is most likely to be received correctly?
a spoken message that emphasizes something important to the receiver
Nonverbal communication refers to:
Pictures, signs, body language, eye contact, and tone of voice
A comfortable distance for communicating instructions is:
Four to seven feet
Body language is all of the following except:
Speaking with hesitation
All but which of the following responses will probably cause an employee to stop talking to the boss?
At the appropriate times, saying “okay” and “yes” | Saying nothing but umm and uh-huh.
. Most people can talk at the rate of _____ words a minute and think at the rate of _____ words a minute
100 / 500
Which of the following is the first step in creating a diversity and inclusion program?
Develop a mission statement that includes diversity and inclusion
Culture is defined as:
a. our value
b. our lifestyles
c. being responsible for our misunderstanding
d. all of the above
e. A AND B ONLY
Equal Opportunity and Diversity Offices provide all of the following services except:
making complaints
The Family and Medical Leave Act of 1993 allows employees to take an unpaid leave of absence from work for up to:
12 weeks per year
In general, EEO laws make it unlawful to discriminate against applicants with respect to:
recruiting, hiring, firing, promotions, and compensation
Discrimination in the workplace can be thought of as:
discriminate in terms of compensation, terms, or conditions of employment for people over age 40
The Civil Right Act of 1964, Title VII, as amended, makes it unlawful to discriminate against applicants on the basis of:
race, color, religion, gender, and national origin
The Age Discrimination Act of 1967, as amended, makes it unlawful to:
discriminate in terms of compensation, terms, or conditions of employment for people over age 40
The Pregnancy Discrimination Act of 1978 makes it unlawful to:
ALL OF THE ABOVE (discriminate against a woman on the basis of pregnancy, childbirth, or related medical conditions. To fire a woman for being temporarily unable to work on the basis of being pregnant or for childbirth or related medical conditions. Refuse to hire a woman because she is pregnant and already has a child.
The Americans with Disability Act (ADA) makes it unlawful to:
ALL OF THE ABOVE (discriminate in employment matters against recovering alcohol and drug abusers. Discriminate in employment matters against a person who has a physical or mental impairment that substantially limits one or more major life activities. Discriminate in employment matters against people infected with the HIV virus.
The labor market refers to:
the jobs available and the people looking for work
One disadvantage of patterned interviews is that they:
discourage customized discussion
The top recruiting method is:
in-house referral
Direct recruiting refers to:
direct recruiting refers to
The application form can tell you all of the following except:
the applicant’s marital and family status
Which type of employment agency refers job applicants at no cost to the employer?
job service center
Which of the following questions is appropriate to ask a job applicant?
where are you currently employed?
The average U.S. unemployment rate fluctuates around _____ and the National Restaurant Association estimates that the number of jobs in the industry will grow by _____ over the next decade.
9%, 15%
Which of the following is designed to measure an applicant’s propensity toward unwanted behaviors such as stealing, using drugs, and lying?
honesty/integrity tests
Which of the following is true regarding temporary agencies?
they charge by the hour
A periodic review and assessment of employee performance during a given period is called a:
performance evaluation
The final step in developing a performance standard system is to:
evaluate worker performance on the job
Among the problems of most performance review systems are:
the difficulty of being fair and objective
The first step in setting up a performance system is:
defining the purpose
The halo effect refers to:
An effect in which an observer may tend to bend their judgment based on a specific characteristic correct
In an appraisal interview the supervisor should:
encourage the worker to discuss problems about the work
The best approach to an appraisal interview is:
a problem-solving approach
For a performance standard system to work it should:
include a built-in reward system
Which of the following is an identifiable activity that constitutes a skill or activity necessary to complete a segment of a job?
Job specification | Task
In the survey of U.S. businesses mentioned in the text, _____% of respondents reported using appraisals to determine an employee’s raise.
75%
Which level is best to write your performance standards for?
realistic level
A job description is used to:
Spell out Qualifications
A quality evaluation form should:
a and c have measurable or observable standards, define each performance dimension
A performance evaluation is:
A periodic review and assessment of each employees performance during a given period
The order of steps in the performance review process is:
Preparing for the evaluation, making the evaluation, sharing it with the worker, providing follow up
A supervisor tells the worker the results of the evaluation and tries to persuade the employee to improve. The _____ approach is a presentation based on logic alone rather than a lecture.
Tell and sell approach
A good way to start off an interview is:
a bit of small talk
An evaluation form typically lists or includes all but which of the following?
steps in the performance process
The type of appraisal that helps put employees at ease because they know what will be discussed during their appraisal is known as:
self-appraisal
Your estimate of what constitutes a competent job and the way that good steady workers are doing it now is held at what level of performance?
realistic level
