Supervision in the Hospitality Industry
QUESTIONS AND ANSWERS
1. - ANSWER-All of the following are time robbers besides:
A. Procrastinating
B. Setting unrealistic time limits for responsibilities
C. Establishing priorities
D. Overloading your schedule with meeting and tasks
2. - ANSWER-Ricardo, the new human sources director at an upscale inn, simply ended
an interview with an employee from the upkeep branch. The worker complained that
regardless of how tough he tried to get better at his job, his performance scores have
been constantly average to underneath average. Ricardo checked the assessment files
and located a comparable sample of low scores for all personnel in that branch. Which of
the subsequent satisfactory describes the type of errors that Ricardo might feel that the
renovation supervisor is making in appraising worker performance?
A. Severity mistakes
B. Leniency mistakes
C. Recency blunders
D. Central tendency blunders
3. A. "How could you enforce that solution?" - ANSWER-Henry, the housework supervisor,
is trying to remedy a warfare between himself and a room attendant. The room attendant
indicates a solution that Henry feels is totally impractical and wrongheaded. Henry
should respond through saying:
A. "How could you implement that answer?"
B. "Let's no longer waste time discussing impossible solutions"
C. "No one of their right mind could suppose that you could work"
D. "That might not paintings. What else do you suggest?"
4. A. "The reality is that your mind-set has been much less applicable during the last
month" - ANSWER-When identifying whether to take disciplinary action, it's miles critical
for the supervisor to distinguish information from allegations and evaluations. Which of
the following statements is an opinion?
A. "The truth is that your mind-set has been less suited during the last month"
B. "You have ignored six days for the duration of the past two months"
C. "Jim become very specific in his criticism . He stated you sursed him the day gone by
whilst he bumped you within the hallway"
D. None of the abve"
5. A. 40 hard work hours - ANSWER-If the productivity popular at a one hundred-room
hotel is 30 minutes to clean one guestroom, how many room attendant hard work hours
are needed to smooth guestrooms whilst the lodge is at 80 percent occupancy?
A. Forty labor hours
B. 80 hard work hours
, C. 160 hard work hours
D. 320 hard work hours
6. A. A diverse team of workers manner that personnel will usually be in warfare -
ANSWER-Which of the following statements about sources of war is false?
A. A diverse staff way that personnel will usually be in conflict
B. Communication troubles are at the root of many conflicts
C. Well-educated and nicely-coached personnel may be empowered with excessive
choice latitude
D. Employees, supervisors, and bosses can enjoy conflicting emotions if their duties and
obligations are not certainly defined
7. A. A supervisor can not motivate employees; personnel need to motivate themselves -
ANSWER-Which of the following statements about motivating a staff is true?
A. A supervisor can not motivate employees; personnel need to encourage themselves
B. Motivation isn't a supervisory problem because personnel are paid to do what their
supervisors tell them to do
C. Supervisors are liable for motivating all personnel in their departments
D. Staff motivation might now not be a trouble if supervisors raised the level in their
expectancies
8. A. Accommodation - ANSWER-Last night time, Laura (a food server) wanted to punch
out early. When she and Denise (any other food server) argued approximately
facet-paintings responsibilities, the supervisor stepped in. Denise held her tongue
questioning that "reason" would be triumphant. Laura, on the other hand, argued louder
and have become even more agitated till the supervisor agreed together with her, let her
off for the night time, and gave the facet work to Denise. The supervisor's battle control
style appears to be that of:
A. Accommodation
B. Compromise
C. Avoidance
D. Competition
9. A. An operations budget - ANSWER-Which of the subsequent is typically the ultimate
hobby inside the sequence of operational making plans?
A. An operations price range
B. A market making plans
C. A long-variety plan
D. A marketing strategy
10.A. An oral caution - ANSWER-Typically, step one in a innovative disciplinary procedure
is:
A. An oral warning
B. Suspension
C. Written warning
D. Discharge
11.A. Caridopulminary resuscitation - ANSWER-Several individuals running in a hospitality
corporation need to learn in a method that gives synthetic flow and respiration to
someone whose pay attention or lungs have stopped. This approach is called:
, A. Caridopulminary resuscitation
B. Heimlich maneuver
C. Heimlich resuscitation
D. Cardiopulmonary rehabilitation
12.A. Close the distance among an personnel conduct and the specified preferred of
performance - ANSWER-The aim of disciplinary motion is to:
A. Close the gap between an personnel behavior and the required wellknown of
performance
B. Punish emloyees who violate enterprise rules and ruin guidelines
C. Reinforce the command shape of the enterprise and the formal electricity invested
inside the manager
D. Intimidate other personnel so they'll now not violate business enterprise regulations
and smash guidelines
13.A. Conceptual capabilities - ANSWER-Decision-making falls into which of the following
ability units?
A. Conceptual competencies
B. Human members of the family abilities
C. Technical skills
D. Personal talents
14.A. Controlling - ANSWER-Which of the subsequent components of control includes
comparing actual performance with performance standards to decide if corrective
movement is essential?
A. Controlling
B. Directing
C. Staffing
D. Coordinating
15.A. Criticize the worker - ANSWER-During formal training classes, a manager ought to do
all of the follwing except:
A. Criticize the employee
B. Offer instantaneous, superb reinforcement for proper overall performance
C. Re-state expectations
D. Explain a way to near an opening in performance
16.A. Cross-teach - ANSWER-David works as a bellperson and as a the front table agent at
the four hundred-room Horizon Hotel. Working two special positions facilitates him
maintain complete-time employment repute on the inn and brings range to his work as
well. The front office advantages from David's competencies due to the fact the
supervisor can schedule him to paintings while staffing around different personnel'
vacations and absences. Which of the following pleasant describes the inner recruiting
strategy that the front workplace manager used with David?
A. Cross-training
B. Succession making plans
C. Pay for performance
D. Job sharing
, 17.A. Division of labor - ANSWER-Which of the following control principles can be violated
while meals servers also are responsible meeting and greeting visitors and bussing their
own tables?
A. Division of exertions
B. Unity or command
C. Organizational hierarchy
D. Matching
18.A. Downward conversation - ANSWER-A company vp sends an e-mail to unit managers
inside the restaurant chain clarifying a latest coverage exchange. This type of
conversation is called:
A. Downward conversation
B. Upward conversation
C. Lateral communique
D. Circular conversation
19.A. Drug abuse is limited entry-stage employees - ANSWER-Which of the subsequent
statements approximately substance abuse within the place of business is fake?
A. Drug abuse is limited access-stage personnel
B. Drug abusers have ahigher twist of fate rate than drug-loose personnel
C. Drug abusers have more ill time than drug-free personnel
D. Supervisors have a obligation tonreport any illegal interest related to substance abuse
20.A. Electronic to-do lists set all tasks as the same precedence stage - ANSWER-Which of
the subsequent statements approximately time control software program applications is
fake?
A. Electronic to-do lists set all tasks because the equal priority stage
B. Electronic time management structures enable users to tune responsibilities their
percentage final touch
C. Electronic time control systems offer computerized prompts and reminders about
obligations and scheduled meetings
D. Electronic time control systems can post often occuring conferences and block time
on a calender for suitable days for several weeks into the future
21.A. Elizabeth, the director of income - ANSWER-Elizabeth, the director of income on the
400- room Benchmark Hotel, delegated to Bill, the reservations manager, the project of
changing room prices for all future reservations body of workers and to the crucial
reservations workplace. The room costs have been in no way modified. Who must in the
long run be responsible?
A. Elizabeth, the director of sales
B. Bill, the reservations manager
C. In-residence reservations body of workers
D. The relevant reservations workplace
22.A. Ellen - ANSWER-Given the subsequent paired comparison scores, which worker
could receive the very best assessment when it comes to visitor carrier?
Ellen is better than Jerome
Jerome is higher then Lori
Bart is higher than Jerome
QUESTIONS AND ANSWERS
1. - ANSWER-All of the following are time robbers besides:
A. Procrastinating
B. Setting unrealistic time limits for responsibilities
C. Establishing priorities
D. Overloading your schedule with meeting and tasks
2. - ANSWER-Ricardo, the new human sources director at an upscale inn, simply ended
an interview with an employee from the upkeep branch. The worker complained that
regardless of how tough he tried to get better at his job, his performance scores have
been constantly average to underneath average. Ricardo checked the assessment files
and located a comparable sample of low scores for all personnel in that branch. Which of
the subsequent satisfactory describes the type of errors that Ricardo might feel that the
renovation supervisor is making in appraising worker performance?
A. Severity mistakes
B. Leniency mistakes
C. Recency blunders
D. Central tendency blunders
3. A. "How could you enforce that solution?" - ANSWER-Henry, the housework supervisor,
is trying to remedy a warfare between himself and a room attendant. The room attendant
indicates a solution that Henry feels is totally impractical and wrongheaded. Henry
should respond through saying:
A. "How could you implement that answer?"
B. "Let's no longer waste time discussing impossible solutions"
C. "No one of their right mind could suppose that you could work"
D. "That might not paintings. What else do you suggest?"
4. A. "The reality is that your mind-set has been much less applicable during the last
month" - ANSWER-When identifying whether to take disciplinary action, it's miles critical
for the supervisor to distinguish information from allegations and evaluations. Which of
the following statements is an opinion?
A. "The truth is that your mind-set has been less suited during the last month"
B. "You have ignored six days for the duration of the past two months"
C. "Jim become very specific in his criticism . He stated you sursed him the day gone by
whilst he bumped you within the hallway"
D. None of the abve"
5. A. 40 hard work hours - ANSWER-If the productivity popular at a one hundred-room
hotel is 30 minutes to clean one guestroom, how many room attendant hard work hours
are needed to smooth guestrooms whilst the lodge is at 80 percent occupancy?
A. Forty labor hours
B. 80 hard work hours
, C. 160 hard work hours
D. 320 hard work hours
6. A. A diverse team of workers manner that personnel will usually be in warfare -
ANSWER-Which of the following statements about sources of war is false?
A. A diverse staff way that personnel will usually be in conflict
B. Communication troubles are at the root of many conflicts
C. Well-educated and nicely-coached personnel may be empowered with excessive
choice latitude
D. Employees, supervisors, and bosses can enjoy conflicting emotions if their duties and
obligations are not certainly defined
7. A. A supervisor can not motivate employees; personnel need to motivate themselves -
ANSWER-Which of the following statements about motivating a staff is true?
A. A supervisor can not motivate employees; personnel need to encourage themselves
B. Motivation isn't a supervisory problem because personnel are paid to do what their
supervisors tell them to do
C. Supervisors are liable for motivating all personnel in their departments
D. Staff motivation might now not be a trouble if supervisors raised the level in their
expectancies
8. A. Accommodation - ANSWER-Last night time, Laura (a food server) wanted to punch
out early. When she and Denise (any other food server) argued approximately
facet-paintings responsibilities, the supervisor stepped in. Denise held her tongue
questioning that "reason" would be triumphant. Laura, on the other hand, argued louder
and have become even more agitated till the supervisor agreed together with her, let her
off for the night time, and gave the facet work to Denise. The supervisor's battle control
style appears to be that of:
A. Accommodation
B. Compromise
C. Avoidance
D. Competition
9. A. An operations budget - ANSWER-Which of the subsequent is typically the ultimate
hobby inside the sequence of operational making plans?
A. An operations price range
B. A market making plans
C. A long-variety plan
D. A marketing strategy
10.A. An oral caution - ANSWER-Typically, step one in a innovative disciplinary procedure
is:
A. An oral warning
B. Suspension
C. Written warning
D. Discharge
11.A. Caridopulminary resuscitation - ANSWER-Several individuals running in a hospitality
corporation need to learn in a method that gives synthetic flow and respiration to
someone whose pay attention or lungs have stopped. This approach is called:
, A. Caridopulminary resuscitation
B. Heimlich maneuver
C. Heimlich resuscitation
D. Cardiopulmonary rehabilitation
12.A. Close the distance among an personnel conduct and the specified preferred of
performance - ANSWER-The aim of disciplinary motion is to:
A. Close the gap between an personnel behavior and the required wellknown of
performance
B. Punish emloyees who violate enterprise rules and ruin guidelines
C. Reinforce the command shape of the enterprise and the formal electricity invested
inside the manager
D. Intimidate other personnel so they'll now not violate business enterprise regulations
and smash guidelines
13.A. Conceptual capabilities - ANSWER-Decision-making falls into which of the following
ability units?
A. Conceptual competencies
B. Human members of the family abilities
C. Technical skills
D. Personal talents
14.A. Controlling - ANSWER-Which of the subsequent components of control includes
comparing actual performance with performance standards to decide if corrective
movement is essential?
A. Controlling
B. Directing
C. Staffing
D. Coordinating
15.A. Criticize the worker - ANSWER-During formal training classes, a manager ought to do
all of the follwing except:
A. Criticize the employee
B. Offer instantaneous, superb reinforcement for proper overall performance
C. Re-state expectations
D. Explain a way to near an opening in performance
16.A. Cross-teach - ANSWER-David works as a bellperson and as a the front table agent at
the four hundred-room Horizon Hotel. Working two special positions facilitates him
maintain complete-time employment repute on the inn and brings range to his work as
well. The front office advantages from David's competencies due to the fact the
supervisor can schedule him to paintings while staffing around different personnel'
vacations and absences. Which of the following pleasant describes the inner recruiting
strategy that the front workplace manager used with David?
A. Cross-training
B. Succession making plans
C. Pay for performance
D. Job sharing
, 17.A. Division of labor - ANSWER-Which of the following control principles can be violated
while meals servers also are responsible meeting and greeting visitors and bussing their
own tables?
A. Division of exertions
B. Unity or command
C. Organizational hierarchy
D. Matching
18.A. Downward conversation - ANSWER-A company vp sends an e-mail to unit managers
inside the restaurant chain clarifying a latest coverage exchange. This type of
conversation is called:
A. Downward conversation
B. Upward conversation
C. Lateral communique
D. Circular conversation
19.A. Drug abuse is limited entry-stage employees - ANSWER-Which of the subsequent
statements approximately substance abuse within the place of business is fake?
A. Drug abuse is limited access-stage personnel
B. Drug abusers have ahigher twist of fate rate than drug-loose personnel
C. Drug abusers have more ill time than drug-free personnel
D. Supervisors have a obligation tonreport any illegal interest related to substance abuse
20.A. Electronic to-do lists set all tasks as the same precedence stage - ANSWER-Which of
the subsequent statements approximately time control software program applications is
fake?
A. Electronic to-do lists set all tasks because the equal priority stage
B. Electronic time management structures enable users to tune responsibilities their
percentage final touch
C. Electronic time control systems offer computerized prompts and reminders about
obligations and scheduled meetings
D. Electronic time control systems can post often occuring conferences and block time
on a calender for suitable days for several weeks into the future
21.A. Elizabeth, the director of income - ANSWER-Elizabeth, the director of income on the
400- room Benchmark Hotel, delegated to Bill, the reservations manager, the project of
changing room prices for all future reservations body of workers and to the crucial
reservations workplace. The room costs have been in no way modified. Who must in the
long run be responsible?
A. Elizabeth, the director of sales
B. Bill, the reservations manager
C. In-residence reservations body of workers
D. The relevant reservations workplace
22.A. Ellen - ANSWER-Given the subsequent paired comparison scores, which worker
could receive the very best assessment when it comes to visitor carrier?
Ellen is better than Jerome
Jerome is higher then Lori
Bart is higher than Jerome
