RSTO 1313 Hospitality Supervisor Midterm Review

Question 1

Scientific management is associated with:

Answer 1

Frederick Winslow Taylor

Question 2

A flex style of management means:

Answer 2

Adjusting decisions and actions to the needs of the situation

Question 3

Human relations theory emphasizes:

Answer 3

The importance of workers as individuals

Question 4

Human skills needed by a manager include:

Answer 4

Sensitivity to worker’s personal needs

Question 5

Participative management:

Answer 5

Allows workers to take part in decisions affecting them

Question 6

Management theory:

Answer 6

must be adapted to the situation and the people involved

Question 7

A supervisor has an obligation to customers to:

Answer 7

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

Question 8

An organization chart shows:

Answer 8

The line of authority and responsibility

Question 9

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

Answer 9

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

Question 10

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

Answer 10

humanistic management

Question 11

The supervisor’s authority comes from:

Answer 11

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)

Question 12

Management by example refers to:

Answer 12

Setting a good example for your workers

Question 13

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

Answer 13

Directing

Question 14

Leadership style refers to:

Answer 14

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

Question 15

A fear-and-punishment leadership style

Answer 15

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

Question 16

The Theory X view or workers holds that:

Answer 16

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

Question 17

The Theory Y view of workers holds that:

Answer 17

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

Question 18

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

Answer 18

Laissez-faire

Question 19

Situational leadership theory holds that:

Answer 19

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

Question 20

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

Answer 20

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

Question 21

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

Answer 21

Strategic Planning

Question 22

A budget is a:

Answer 22

Single-use plan

Question 23

. 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:

Answer 23

Benchmarking

Question 24

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

Answer 24

A good plan is rigid

Question 25

Unity of command refers to the:

Answer 25

Principle that each person should have only one boss

Question 26

You can reduce the degree of risk when:

Answer 26

You collect relevant data and apply it to your forecast

Question 27

Organizing is:

Answer 27

Setting everything up to run efficiently

Question 28

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

Answer 28

Standing plan

Question 29

The planning process includes all of the following except:

Answer 29

Compare future results with competitors

Question 30

Which of the following is false regarding a standing plan?

Answer 30

Rigidity is not a potential drawback of a standing plan

Question 31

Which of the following is false regarding the communication process?

Answer 31

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

Question 32

Oral instructions are most suitable for:

Answer 32

Simple, familiar tasks

Question 33

Written instructions are appropriate for:

Answer 33

Tasks involving many important details

Question 34

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

Answer 34

a spoken message that emphasizes something important to the receiver

Question 35

Nonverbal communication refers to:

Answer 35

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

Question 36

A comfortable distance for communicating instructions is:

Answer 36

Four to seven feet

Question 37

Body language is all of the following except:

Answer 37

Speaking with hesitation

Question 38

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

Answer 38

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

Question 39

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

Answer 39

100 / 500

Question 40

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

Answer 40

Develop a mission statement that includes diversity and inclusion

Question 41

Culture is defined as:

Answer 41

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

Question 42

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

Answer 42

making complaints

Question 43

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

Answer 43

12 weeks per year

Question 44

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

Answer 44

recruiting, hiring, firing, promotions, and compensation

Question 45

Discrimination in the workplace can be thought of as:

Answer 45

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

Question 46

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

Answer 46

race, color, religion, gender, and national origin

Question 47

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

Answer 47

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

Question 48

The Pregnancy Discrimination Act of 1978 makes it unlawful to:

Answer 48

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.

Question 49

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

Answer 49

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.

Question 50

The labor market refers to:

Answer 50

the jobs available and the people looking for work

Question 51

One disadvantage of patterned interviews is that they:

Answer 51

discourage customized discussion

Question 52

The top recruiting method is:

Answer 52

in-house referral

Question 53

Direct recruiting refers to:

Answer 53

direct recruiting refers to

Question 54

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

Answer 54

the applicant’s marital and family status

Question 55

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

Answer 55

job service center

Question 56

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

Answer 56

where are you currently employed?

Question 57

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.

Answer 57

9%, 15%

Question 58

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

Answer 58

honesty/integrity tests

Question 59

Which of the following is true regarding temporary agencies?

Answer 59

they charge by the hour

Question 60

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

Answer 60

performance evaluation

Question 61

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

Answer 61

evaluate worker performance on the job

Question 62

Among the problems of most performance review systems are:

Answer 62

the difficulty of being fair and objective

Question 63

The first step in setting up a performance system is:

Answer 63

defining the purpose

Question 64

The halo effect refers to:

Answer 64

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

Question 65

In an appraisal interview the supervisor should:

Answer 65

encourage the worker to discuss problems about the work

Question 66

The best approach to an appraisal interview is:

Answer 66

a problem-solving approach

Question 67

For a performance standard system to work it should:

Answer 67

include a built-in reward system

Question 68

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

Answer 68

Job specification | Task

Question 69

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

Answer 69

75%

Question 70

Which level is best to write your performance standards for?

Answer 70

realistic level

Question 71

A job description is used to:

Answer 71

Spell out Qualifications

Question 72

A quality evaluation form should:

Answer 72

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

Question 73

A performance evaluation is:

Answer 73

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

Question 74

The order of steps in the performance review process is:

Answer 74

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

Question 75

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.

Answer 75

Tell and sell approach

Question 76

A good way to start off an interview is:

Answer 76

a bit of small talk

Question 77

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

Answer 77

steps in the performance process

Question 78

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

Answer 78

self-appraisal

Question 79

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?

Answer 79

realistic level