Hospitality Human Resources Management and Supervision

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?

Polices.

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 specifics 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 for persons suited for the job

An employer does not need to 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 towards 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 provision?

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?

Induction

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

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 and 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 related to a company's informal channel of communication?

Grapevine

What nonverbal communication may be a sign of nervousness?

Biting one's lip

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 process

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

Before the session

The first step is any termination process is to

identify the cause of thee situation

What is a legal action against a previous 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?

Tasks 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 of using a checklist to monitor quality?

Managers help ensure standards are met.

Critical incidents should be noted in which log?

Manager's communication log.

Professional development refers to

learning or improvement to address knowledge or skill gaps.

Who is responsible for assessing professional development needs and progress?

The employee's manager.

Whose needs should be considered when professional developments goals are established?

The employee's

Which item should be included in a professional development plan?

Project time frame

What is the best measurement of the success of a professional development program?

It accomplishes the program's goals

Where is cross-training usually conducted?

At the employee's work station.

What is an important tactic when delegation is used for professional development purposes?

Move from simple to complex tasks

In what stage of a mentoring relationship does the employee begin to ask questions?

Information exchange conversations.

Which planning tool is helpful in developing a succession plan?

Organizational chart

A succession plan would typically be developed for which position?

General Manager

Which practice is allowed by EEOC regulations?

Testing applicants on job content.

Which item does the Fair Labor Standards Act regulate?

Overtime pay

Compliance with what law can help reduce workers' compensation insurance costs?

Occupational Safety and Health Act

For how many months must a covered employee have worked for an employer to be eligible for a leave under the Family Medical Leave Act (FMLA)?

12

Which factor would determine that an employee should be compensated for injury?

The accident occurred during work

What factor may prevent successful application for a liquor license?

The owner has a narcotics conviction on record

Where are the federal government's recommendations to prevent food borne illnesses found?

FDA food code

All 50 states require a minor assisting with alcohol service to

be supervised by an employee who is of age

Which situation supports a reasonable care defense against a food-related lawsuit?

The operation has standards and training in place

Which law prohibits the use of discriminatory work practices against union employees?

National Labor Relations Act

What type if retirement benefit plan guarantees an employee a certain amount of payment on retirement?

Defined benefit

Which mandatory federal program provides retirement and survivor benefits for covered workers?

Social security

Why must managers review hours worked by salaried employees?

To ensure correct work categories are reflected

What is the purpose of compensation surveys?

To compare compensation for jobs in different establishments

Which employees may be paid a lower minimum wage during their first 90 consecutive days of employment?

Employees under 20

Under which circumstances may a server be paid less than minimum wage?

Receiving at least $30 in tips in a typical month

What must a manager do to help comply with the Consolidated Omnibus Budget Reconciliation Act (COBRA)?

Notify the plan administrator when an employee leaves

What action helps a plan administrator comply with the Health Insurance Portability and Accountability Act (HIPAA)?

Allows persons unable to obtain coverage to enroll in group healthcare plans at times besides open enrollment.

How much leave within a year can be taken for certain medical or family care situations under the Family and Medical Leave Act?

12 weeks.

What is one of a manager's key responsibilities when an outsourced payroll provider is used?

Ensuring employees report the correct number of hours.

What is an example of hostile environment sexual harassment?

Pornography being circulated around the workplace

What is the minimum age addressed by federal laws relating to harassment on the basis of age?

40

What element is required for conduct to be offensive?

The harassment must affect an employee's work

What can prevent an operation from being liable for harassment by a supervisor?

The employee failed to act on opportunities to correct the harassment.

What is an example of a condition judged to limit one or more major life activities under the Americans with Disabilities Act?

Visual impairment

What is the minimum age for an employee to drive unrestricted while working?

18 years old

What is required to implement OSHA HAZCOM requirements?

Ensure that MSDSs for chemicals are current.

A manager must contact OSHA when

there is a serious employee injury.

What is the minimum number of employees above which OSHA requires written emergency plans?

10

Where may a manager obtain compliance posters?

From the applicable government agency.