Hospitality Human Resource Management and Supervision Flashcards

Practice flashcards covering facilitating work performance, professional development, hospitality law, and compensation/benefits based on the Principles of Restaurant Management curriculum.

What are Standard Operating Procedures (SOPs)?

Descriptions of the level of quality, speed, food safety, or hospitality that employees should demonstrate, providing a task breakdown of how to perform each task.

What are the six steps managers should follow when an employee fails to meet the requirements of an SOP?

1. Compare performance with the SOP; 2. Identify gaps; 3. Determine the reason for the gap; 4. Correct the negative behavior; 5. Monitor behavior; 6. Follow up with disciplinary action if the problem is not corrected.

What is a crew schedule?

A chart that informs waged employees about the specific days and hours they are expected to work during a set time period.

A manager has budgeted $39,540$ waged labor hours for the month of April. How many hours can be scheduled per day on average?

$$\frac{39,540\text{ hours}}{30\text{ days}} = 1,318\text{ hours/day}$$

What is the difference between a master schedule and a crew schedule?

A master schedule ensures the correct number of waged employees in each position for planning wage labor expenses without using names, while a crew schedule identifies specific employees by name for specific shifts.

What is the purpose of a line-up meeting?

A brief training session held before a shift to update employees on expected business, daily specials, and other operating concerns.

What are the benefits of cross-training employees?

It helps leverage employee assistance during slow periods, allows for coverage during absences, and addresses scheduling conflicts by training employees to perform tasks outside their normal position.

How is a knowledge or skill gap defined?

The difference between the knowledge and skills an employee currently has and the level needed for their current job or to qualify for higher-level positions.

Who shares responsibility for professional development in an operation?

The operation (provides opportunities and pays costs), the immediate manager (assesses needs and goals), and the employee (achieves agreed-upon goals).

What are the four types of tasks commonly used in delegation for professional development?

Fact-finding tasks, detail work, repetitive tasks, and "standing in" tasks (representing the manager at meetings).

What is the definition of mentoring in the workplace?

A process where an experienced employee acts as a coach, counselor, and role model to provide advice to a less experienced employee.

What are the five steps for developing a succession plan?

1. Review job descriptions; 2. Write the succession plan; 3. Develop training programs and recruit; 4. Train and evaluate trainees to create a pipeline; 5. Periodically evaluate the plan.

Which federal agency enforces employment discrimination laws?

The Equal Employment Opportunity Commission (EEOC).

According to the EEOC, what three criteria must conduct meet to be considered harassment?

It must be unwelcome; frequent, severe, or pervasive; and interfere with or create a hostile or offensive work environment.

What are the key standards established by the Fair Labor Standards Act (FLSA)?

Minimum wage, overtime pay, recordkeeping, and child labor standards.

What are the eligibility requirements for leave under the Family and Medical Leave Act (FMLA)?

Eligible employees are entitled to $12$ work weeks of unpaid, job-protected leave in a $12$-month period for the birth/care of a child, adoption, or serious health conditions of the employee or a family member.

What is the notification requirement under the Worker Adjustment and Retraining Notification Act (WARN)?

Employers must provide $60$ days' notice in advance of covered plant closings or mass layoffs.

What is the role of Hazard Analysis Critical Control Point (HACCP)?

A system that identifies specific points in the flow of food essential for preventing, eliminating, or reducing biological, chemical, or physical hazards to safe levels.

What is the Dram Shop Law?

A law that holds the server and the establishment liable for the actions of those they have served alcoholic beverages to.

What is the 'reasonable care defense'?

A legal defense involving proof that an establishment did everything reasonably expected to ensure food was safe to serve, such as following policies and keeping accurate records.

What is the difference between an arbitrator and a mediator in labor relations?

An arbitrator is an impartial person who makes a binding decision after hearing evidence, while a mediator is an independent third party who helps involved parties talk to each other to resolve disputes voluntarily.

What is the difference between a levy and a garnishment?

A levy is a payment taken by a government agency (like the IRS), whereas a garnishment is a payment ordered by a court.

What was established by the Equal Pay Act?

It is illegal to pay different wages to men and women if they perform the same work in the same workplace, regardless of job titles.

What are the mandatory employee benefits required by federal law?

Social Security, FMLA, COBRA (healthcare after termination), military leave, unemployment insurance, and workers' compensation.

What is the primary function of the Employee Retirement Income Security Act (ERISA)?

To protect employee pensions and healthcare plans from incompetent, unethical, and unfair administration.

How does HIPPA protect employees in the hospitality industry?

By limiting exclusions for preexisting conditions and defining qualifying events for changing healthcare coverage, such as marriage or the birth of a child.

What are the three types of pensions provided under Social Security?

Retirement benefits, survivor benefits (for spouses/dependents of deceased workers), and disability benefits.

What is the purpose of the Uniformed Services Employment and Reemployment Rights Act (USERRA)?

It requires employers to continue benefits and allows service personnel to return to the same or equivalent job after being deployed.

What is a variance in labor cost analysis?

The difference between the budgeted costs and the actual costs.