HRM 245 - Human Resource Management - Hospitality Final Exam

The shift supervisor compliments one of the waitstaff for offering assistance at another table. This form of feedback is known as:

positive reinforcement

In employee professional development, the individual responsible for assessing needs, recommending methods, and evaluating programs is the:

manager or supervisor

Which leadership style is most effective when working with an inexperienced staff who must learn procedures?

Autocratic

Posting a notice about laws prohibiting discrimination is a requirement of the:

Equal Employment Opportunity Commission (EEOC)

A complaint filed against an employer for breaking the terms of a union labor contract is called:

greivance

After distributing a copy of the employee handbook and any updates at orientation, a manager should first:

ask the new employee to sign and date a receipt for the documents

The administration of a personality test requires that the test be:

given in a fair and consistent manner

One reason an employer would provide front-of-the-house uniforms is to:

ensure a positive customer impression

A document that identifies the responsibilities and duties of a particular assignment or position is a:

job description

In Maslow's hierarchy of needs, the primary needs - the most basic three levels are:

physiological, safety, and social

An important characteristic of nonexempt hourly employees is that they are allowed to:

receive pay for overtime work

Performing reference checks on applicants is part of which step in the employment cycle?

screening

A dependable income is an example of which type of need in Maslow's hierarchy of needs?

safety

An employee incentive program is most likely to be successful when the:

goal is clear and attainable

Standard operating procedures (SOPs) are:

defined steps for performing work

Which employee development method is the most prevalent?

On-the-job training

A HACCP log records monitoring and:

corrective actions

Which tool is helpful in structuring salary ranges in an operation?

job descriptions

By law, a 16 year old employee can perform which task in a restaurant?

serving food to customers

According to the ADA, if an employee discloses a disability, the manager should:

keep the information confidential

Environmental noise can make communication more:

challenging

Which type of budget is an estimate of revenues, expenses, and profit developed before a business opens?

Pro forma

Money and benefit expenses that are paid to employees for their work are known as:

labor cost

An environment runs the risk of becoming hostile when management:

maintains a closed door policy for communication

The individuals responsible for reporting tip income for tipped employees are the:

employer and the employee

For team members, the most important quality in a supervisor is:

integrity

In order to understand an operation's job requirements and policies, all employees should receive a:

employee handbook

Employers who use the tip credit provision under the Fair Labor Standards Act (FSLA) must:

ensure that total wages meet the minimum wage

A manager negatively affects motivation when he or she:

disciplines an employee in front of others

A document used to capture information identifying patterns and problems is known as a(n):

communication log

Communication can be limited by:

using jargon

Employee involvement adds value to:

improving work processes

To ensure that customers are consistently satisfied and financial goals are met, operations must establish:

standards

The installation of drop safes and alarm systems is designed to eliminate which problem:

workplace violence

When employees are promoted to supervisors, they should focus most on:

serving as excellent role models

Which federal act gives workers who lose health benefits the right to continue health benefits for a limited period?

COBRA

A main component of meeting production goals is to:

follow standard recipes

Which actions to the Civil Rights Act, Equal Pay Act, and Americans with Disabilities Act Prohibit?

discrimination

The first step in the employee professional development process is to:

identify the knowledge or performance gap

Observing and following up on routine tasks demonstrates which step of the four-step training method?

Performance

What management activity involves determining how and by whom work activities will be done?

organizing

A job specification contains:

personal requirements for completing position tasks

A code of ethics is easier to implement and enforce when what tools are implemented?

policies

What is one way to begin developing teams?

assign problems to specially selected groups of employees

What is a vision?

an idea about an ideal organization

What is the correct definition of quality products?

products that meet the establishment's standards

Which leadership style uses the "do it my way" approach?

Autocratic

Which item is a component of an organization's corporate culture?

beliefs

Treating persons unequally for reasons unrelated to their legal rights or abilities is called:

discrimination

Which question can help determine whether an action is based on sound ethics?

would my family care about my action?

What position analysis document specifies all tasks that are part of a job?

task list

What is the primary purpose of a position analysis?

it provides information for the job description

A job description that is in compliance with the ADA:

gives examples of persons suited for the job

An employer does not need t o accommodate a person with disabilities if doing so would result in:

an undue hardship

Which term refers to the employment practices that would constitute discrimination toward certain individuals were they not related to an essential job function and reasonably necessary for the normal operation of the business?

bona fide occupational qualifications

Placing notices about vacancies in employees' paycheck envelopes is an example of what type of recruiting?

internal

What is an advantage of internal recruiting?

employees are familiar with the operation

If an operation uses drug testing with applicants for a dining-room position, who else must receive drug tests?

applicants in all job categories

One important reason to conduct a background check is to prevent an accusation about:

negligent hiring

Which item refers to a legally binding agreement that includes terms of employment such as termination provisions?

employment contract

Which form does an employee complete to signify eligibility to work in the United States?

I-9 form

Which item(s) should be kept separate from an employee's personnel file?

Medical information

One of the purposes of an orientation program is to:

explain company policies

Basic information for all employees in a position is presented in what type of program?

orientation

Which document ensures that new employees are aware of an establishment's policies?

employee handbook

The skills and knowledge that a trainee should learn from training are called:

objectives

What process ensures that training teaches what is actually needed?

validation

Which tool organizes the content of a training program?

training plan

Trainers convey new information and demonstrate skills in what phase of training?

presentation

The training strategy in which a trainee combines several steps that are part of a job task is called:

integrative practice

Supervisors can best motivate employees by:

providing a positive working environment

Which problem are new supervisors most likely to face?

their work does not produce concrete results

What should new supervisors do when they interact with employees who previously were their peers?

treat all employees respectfully and fairly

What is an example of a payroll benefit?

insurance

What is the first step in planning a positive, productive work environment?

developing a clear vision

What aspect of job success is most difficult to improve with training?

attitudes

What type of team involves members from different departments who meet to address problems?

cross-functional

What can cause a team to be ineffective?

high turnover

What problem can arise when only one employee is rewarded in a recognition and incentive program?

it can discourage teamwork

How should a supervisor determine which employees should receive rewards in a recognition or incentive program?

they should reflect the employees' efforts

What can an effective listener do to be involved in the communication process?

maintain eye contact with the speaker

A sound that interferes with communication is called:

environmental noise

Which item relates to a company's informal channel of communication?

grapevine

What nonverbal communication may be a sign of nervousness?

biting one's lips

Managers do coaching when they:

manage by walking around

What is the process in which a neutral third party facilitates a discussion and makes suggestions about an agreement?

mediation

The first part of the change process is:

unfreezing the situation

When should an employee complete a self-evaluation performance appraisal form?

before the session

The first step in any termination process is to:

identify the cause for termination

What is a legal action against a pervious employer alleging that termination violated anti-discrimination laws?

wrongful discharge

Which management tool implements standards?

standard operating procedures

What are developed as part of the position analysis process that will become SOPs?

task lists

What is the first step in planning, managing, and evaluating employee work schedules?

determine budgeted labor cost

A manager has budgeted $39,540 for waged labor in April. The operation is open seven days a week. The average employee is paid $12 per hour. What is the average number of labor hours that can be scheduled per day?

110

What information is provided in a master schedule?

number of hours needed for employees in specific positions

When should employee day-off requests normally be submitted?

one week before the schedule is developed

A labor variance is a difference between:

scheduled hours and actual hours worked

A cook is paid $12 per hour and works two hours of overtime during a specific week. How much is the cook paid for the two hours of overtime?

$36

What is a benefit os using a checklist to monitor quality?

managers help ensure standards are met

Critical incidents should be noted in which log?

manager's communication log