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Culinary Arts > RSTO 1313 Hospitality Supervisor Midterm Review > Flashcards

RSTO 1313 Hospitality Supervisor Midterm Review Flashcards

1
Q

Scientific management is associated with:

A

Frederick Winslow Taylor

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2
Q

A flex style of management means:

A

Adjusting decisions and actions to the needs of the situation

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3
Q

Human relations theory emphasizes:

A

The importance of workers as individuals

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4
Q

Human skills needed by a manager include:

A

Sensitivity to worker’s personal needs

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5
Q

Participative management:

A

Allows workers to take part in decisions affecting them

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6
Q

Management theory:

A

must be adapted to the situation and the people involved

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7
Q

A supervisor has an obligation to customers to:

A

D – ALL OF THE ABOVE (See that their needs and desires are met train workers in guest relations represent the enterprise well)

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8
Q

An organization chart shows:

A

The line of authority and responsibility

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9
Q

A supervisor must work overtime without pay if he/she:

A

Supervises two or more people, spends 50 percent of or more of his/her time managing, and earns $455/week or more.

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10
Q

An approach to management that blends standardization, concern with people, and participative techniques is called:

A

humanistic management

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11
Q

The supervisor’s authority comes from:

A

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)

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12
Q

Management by example refers to:

A

Setting a good example for your workers

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13
Q

When an employee has much commitment but little competence to do a job, the best leadership style, according to situational leadership theories, is:

A

Directing

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14
Q

Leadership style refers to:

A

The manner of interaction the supervisor uses with employees in directing and controlling the work

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15
Q

A fear-and-punishment leadership style

A

D – ALL OF THE ABOVE (A- breeds resentment, B – low morale, C – and personnel problems)

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16
Q

The Theory X view or workers holds that:

A

People dislike work and must be coerced and threatened with punishment to get the work done

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17
Q

The Theory Y view of workers holds that:

A

Work is as natural as play, and people will work of their own accord toward objectives that fill personal needs

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18
Q

The leadership style that delegates all authority and power to the employees is called:

A

Laissez-faire

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19
Q

Situational leadership theory holds that:

A

the degree of worker participation should depend on the work, the people, the leader, and time pressures-the total situation

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20
Q

Which of the following statements is true concerning the development of leaders?

A

Manager’s numbers are the primary benchmark for evaluating their success and failure.

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21
Q

Long-range planning to set corporate goals and develop strategies for achieving them is called:

A

Strategic Planning

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22
Q

A budget is a:

A

Single-use plan

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23
Q

. 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:

A

Benchmarking

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24
Q

Which of the following are not qualities of a good plan?

A

A good plan is rigid

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25
Q

Unity of command refers to the:

A

Principle that each person should have only one boss

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26
Q

You can reduce the degree of risk when:

A

You collect relevant data and apply it to your forecast

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27
Q

Organizing is:

A

Setting everything up to run efficiently

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28
Q

An established routine or set of procedures used in a recurring situation is known as a:

A

Standing plan

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29
Q

The planning process includes all of the following except:

A

Compare future results with competitors

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30
Q

Which of the following is false regarding a standing plan?

A

Rigidity is not a potential drawback of a standing plan

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31
Q

Which of the following is false regarding the communication process?

A

In successful communication, the receiver directs a clear message and the sender gets the message accurately.

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32
Q

Oral instructions are most suitable for:

A

Simple, familiar tasks

33
Q

Written instructions are appropriate for:

A

Tasks involving many important details

34
Q

Which of the following messages is most likely to be received correctly?

A

a spoken message that emphasizes something important to the receiver

35
Q

Nonverbal communication refers to:

A

Pictures, signs, body language, eye contact, and tone of voice

36
Q

A comfortable distance for communicating instructions is:

A

Four to seven feet

37
Q

Body language is all of the following except:

A

Speaking with hesitation

38
Q

All but which of the following responses will probably cause an employee to stop talking to the boss?

A

At the appropriate times, saying “okay” and “yes” | Saying nothing but umm and uh-huh.

39
Q

. Most people can talk at the rate of _____ words a minute and think at the rate of _____ words a minute

A

100 / 500

40
Q

Which of the following is the first step in creating a diversity and inclusion program?

A

Develop a mission statement that includes diversity and inclusion

41
Q

Culture is defined as:

A

a. our value
b. our lifestyles
c. being responsible for our misunderstanding
d. all of the above
e. A AND B ONLY

42
Q

Equal Opportunity and Diversity Offices provide all of the following services except:

A

making complaints

43
Q

The Family and Medical Leave Act of 1993 allows employees to take an unpaid leave of absence from work for up to:

A

12 weeks per year

44
Q

In general, EEO laws make it unlawful to discriminate against applicants with respect to:

A

recruiting, hiring, firing, promotions, and compensation

45
Q

Discrimination in the workplace can be thought of as:

A

discriminate in terms of compensation, terms, or conditions of employment for people over age 40

46
Q

The Civil Right Act of 1964, Title VII, as amended, makes it unlawful to discriminate against applicants on the basis of:

A

race, color, religion, gender, and national origin

47
Q

The Age Discrimination Act of 1967, as amended, makes it unlawful to:

A

discriminate in terms of compensation, terms, or conditions of employment for people over age 40

48
Q

The Pregnancy Discrimination Act of 1978 makes it unlawful to:

A

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.

49
Q

The Americans with Disability Act (ADA) makes it unlawful to:

A

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.

50
Q

The labor market refers to:

A

the jobs available and the people looking for work

51
Q

One disadvantage of patterned interviews is that they:

A

discourage customized discussion

52
Q

The top recruiting method is:

A

in-house referral

53
Q

Direct recruiting refers to:

A

direct recruiting refers to

54
Q

The application form can tell you all of the following except:

A

the applicant’s marital and family status

55
Q

Which type of employment agency refers job applicants at no cost to the employer?

A

job service center

56
Q

Which of the following questions is appropriate to ask a job applicant?

A

where are you currently employed?

57
Q

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.

A

9%, 15%

58
Q

Which of the following is designed to measure an applicant’s propensity toward unwanted behaviors such as stealing, using drugs, and lying?

A

honesty/integrity tests

59
Q

Which of the following is true regarding temporary agencies?

A

they charge by the hour

60
Q

A periodic review and assessment of employee performance during a given period is called a:

A

performance evaluation

61
Q

The final step in developing a performance standard system is to:

A

evaluate worker performance on the job

62
Q

Among the problems of most performance review systems are:

A

the difficulty of being fair and objective

63
Q

The first step in setting up a performance system is:

A

defining the purpose

64
Q

The halo effect refers to:

A

An effect in which an observer may tend to bend their judgment based on a specific characteristic correct

65
Q

In an appraisal interview the supervisor should:

A

encourage the worker to discuss problems about the work

66
Q

The best approach to an appraisal interview is:

A

a problem-solving approach

67
Q

For a performance standard system to work it should:

A

include a built-in reward system

68
Q

Which of the following is an identifiable activity that constitutes a skill or activity necessary to complete a segment of a job?

A

Job specification | Task

69
Q

In the survey of U.S. businesses mentioned in the text, _____% of respondents reported using appraisals to determine an employee’s raise.

A

75%

70
Q

Which level is best to write your performance standards for?

A

realistic level

71
Q

A job description is used to:

A

Spell out Qualifications

72
Q

A quality evaluation form should:

A

a and c have measurable or observable standards, define each performance dimension

73
Q

A performance evaluation is:

A

A periodic review and assessment of each employees performance during a given period

74
Q

The order of steps in the performance review process is:

A

Preparing for the evaluation, making the evaluation, sharing it with the worker, providing follow up

75
Q

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.

A

Tell and sell approach

76
Q

A good way to start off an interview is:

A

a bit of small talk

77
Q

An evaluation form typically lists or includes all but which of the following?

A

steps in the performance process

78
Q

The type of appraisal that helps put employees at ease because they know what will be discussed during their appraisal is known as:

A

self-appraisal

79
Q

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?

A

realistic level

Culinary Arts (20 decks)

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