Supervision in the Hospitality Industry
QUESTIONS AND ANSWERS
1. When carrying out a disciplinary consultation, a manager ought to look for the cause of
the unacceptable behavior with the worker with the aid of asking:
A. " Don't you observed the cause of this unacceptable behavior is . . . ?
B. " What do you feel is inflicting this problem?"
C. " Why do you have got a hassle with this?"
D. "Maybe you may assist me apprehend why in the world you're nevertheless having
this equal trouble that we appear to deal with again and again again!" " What do you
sense is causing this problem?" - ANSWER-
2. One of your personnel offers a great deal of resistance to a change you need to put into
effect. It's vital which you persuade this employee , because sge is properly-respected
by her co-employees. When meeting with the employee, which of the following questions
is more appropriate to ask?
A. "You want to improve matters around right here. Dont you?"
B. " Why do you have got this type of hassle with this change?"
C. " What issues do you see with this variation?"
D. " Why can;t you spot how every person blessings from this?" " What problems do
you notice with this modification?" - ANSWER-
3. Henry, the house responsibilities manager, is trying to resolve a struggle among himself
and a room attendant. The room attendant shows a solution that Henry feels is definitely
impractical and wrongheaded. Henry should reply by using pronouncing:
A. "How would you enforce that answer?"
B. "Let's not waste time discussing not possible answers"
C. "No one in their proper mind would suppose that you would paintings"
D. "That won't paintings. What else do you propose?" "How would you implement
that solution?" - ANSWER-
4. A supervisor has simply completed telling an employee about a major alternate so as to
be made in his paintings region. The employee responds with anger and accuses the
manager of now not searching after all of us's great interest. The manager must say:
A. "Don't be irritated with me. I failed to make the decision"
B. "Why are you so disappointed? Others are going to have it alot worse!"
C. If you will simply concentrate to motive, I'm positive you will recognize why this is
quality for our branch"
D. "I see this is upsetting you. It sounds such as you are not satisfied it will work" "I see
that is upsetting you. It sounds such as you are not convinced it will paintings" -
ANSWER-
5. Stephanie, the eating room supervisor, is making an attempt to solve a battle among
herself and Terry, a eating room server. But, whenever Stephanie starts offevolved to
, present her side of the state of affairs, Terry interrupts, disagrees, and receives very
emotional. Stephanie ought to say:
A. "You're no longer paying attention to a aspect i say"
B. " How am i able to give an explanation for my side of things in case you hold
interrupting me"
C. "I assume you will recognize my aspect if i'm able to finish my teach of notion"
D. "No wonder you do not apprehend, you might not concentrate "I assume you'll
recognize my aspect if i'm able to end my educate of idea" - ANSWER-
6. Which of the subsequent misconceptions about time management may be masking up a
supervisor's lack of ability or unwillingness to train and broaden workforce?
A. "My task as a manager is not to manage time, it's to place out fires"
B. "I'm the only person who can virtually do the undertaking the right way"
C. " My job is different each day, particular scgedules may not work"
D. "I get such a lot of interruptions, time management is impossible" "I'm the most
effective one who can actually do the assignment the right manner" - ANSWER-
7. When identifying whether to take disciplinary movement, it's miles crucial for the
manager to differentiate information from allegations and evaluations. Which of the
following statements is an allegation?
A. "The reality is that your mind-set has been less than diserable at some stage in the
past month"
B. 'You have missed six days at some stage in the beyond rwo months"
C. "Jim changed into very particular in his criticism. He said you cursed him the day
gone by whilst he bumped you within the hallway"
D. All of the above "Jim changed into very unique in his grievance. He stated you
cursed him the day before today while he bumped you inside the hallway" -
ANSWER-
8. Which of the subsequent is the high-quality example of tremendous reinforcement?
A. "You could have handeled that guest a ;little higher if you'll have simply offered to......"
B. "It took awhile, but you ultimately were given it proper "
C. "Keep up the good paintings"
D. "Let me show you ways it truly is actually finished" "Keep up the best paintings" -
ANSWER-
9. When identifying whether or not to take disciplinary movement, it is essential for the
supervisor to distinguish facts from allegations and opinions. Which of the following
statements is an opinion?
A. "The reality is that your mindset has been much less perfect over the past month"
B. "You have missed six days for the duration of the beyond months"
C. "Jim become very particular in his criticism . He said you sursed him yesterday while
he bumped you inside the hallway"
D. None of the abve" "The reality is that your mind-set has been less ideal over the
last month" - ANSWER-
10."The work of our branch is being stricken by some thing that appears to be going on
between the two of you. Is there something you need to talk approximately?" -
ANSWER-Dena is about to begin a session to resolve a struggle between two
, personnel. The quality way for her to open the consultation is through
announcing:
11.A. "Everyone in this body of workers is uninterested with the bickering from side
to side among the 2 of you! What are you both going to do to put an quit to this
12.B. "The paintings of our branch is being tormented by something that appears to
be going on between the two of you. Is there anything you need to speak
approximately?"
13.C. "It's no secret around right here which you dont get alongside. Now what is the
trouble?"
14.D. Bill, Karen, and others in our department are having trouble getting their
paintings finished because of some problems that exists with the 2 of you. Let's
get to the lowest of this!"
15."-When identifying whether to take disciplinary motion, it's far essential for the supervisor
to distinguish statistics from allegations and reviews. Which of the following state$2,500 -
ANSWER-ments is $2,500 - ANSWER-a fact?
16.A. "The fact is that your mind-set has been much less than diserable in the course of the
beyond month"
17.B. "You have missed six days throughout the beyond rwo months"
18.C. "Jim was very precise in his criticism. He said you cursed him the day before today
while he bumped you within the hallway"
19.D. All of the above You have overlooked six days at some stage in the beyond rwo
months" - ANSWER
20.The Dinner Deli uses a shifting average time collection approach to forecast dinner
sales. If income for the past three weeks have been $2,000, $3,000, and $2,500, what
would the income forecast be for the imminent week?
21.A. $2,000
22.B. $2,500
23.C. $2,750
24.D. $three,000 $2,500 - ANSWER-
25.If the time to be had for guestroom cleaning for the duration of a piece shift is 6 hours
and 48 minutes and each room attendant is anticipated to clean 17 guestrooms per shift,
the time it takes for one room attendant to easy one guestroom is:
26.A. 18 minutes
27.B. 20 minutes
28.C. 24 mins
29.D. 28 mins 24 mins - ANSWER-
30.The Fun Family Restaurant uses a base adjustment method for forecasting covers and
scheduling group of workers. In April, the eating place had 5,000 covers. The unit
manager expects commercial enterprise in May to decrease by means of five percent
because of cutbacks in marketing and promotional efforts. What is the supervisor's
forecast of covers for May?
31.A. 5,500
32.B. Five,250
33.C. 5,1/2
, 34.D. Four,750 four,750 - ANSWER-
35.If the productivity preferred at a 100-room inn is half-hour to clean one guestroom, what
number of room attendant hard work hours are needed to easy guestrooms whilst the
motel is at 80 percent occupancy?
A. Forty exertions hours
B. 80 exertions hours
C. One hundred sixty hard work hours
D. 320 exertions hours forty hard work hours - ANSWER-
36.Which of the following bridges strategic and operational making plans sports through
indicating how an organisation will pass forward in the approaching yr closer to
accomplishing log-variety dreams?
A. A imaginative and prescient statement
B. A challenge assertion
C. A business plan
D. A long-variety plan A marketing strategy - ANSWER-
37.A call-again listing - ANSWER-Whenever there may be turnover within the banquet
provider place, Margaret, the manager, turns to her listing that includes the names of
former employees and of recent applicants for open positions. This list is known as:
38.A. A job specification listing
39.B. A call-again listing
40.C. An inner recruiting list
41.D. A flex-time listing
42.A educate - ANSWER-When disciplining personnel, the supervisor's role is that of:
43.A. A decide
44.B. A jury
45.C. A teach
46.D. An enforcer
47.A various staff way that employees will usually be in warfare - ANSWER-Which of the
subsequent statements about assets of warfare is fake?
48.A. A numerous staff method that personnel will always be in warfare
49.B. Communication issues are at the root of many conflicts
50.C. Well-skilled and nicely-coached personnel may be empowered with excessive choice
range
51.D. Employees, supervisors, and executives can enjoy conflicting emotions if their
obligations and duties aren't truly described
52.A extreme and planned effort by way of the man or woman employee - ANSWER-The
simplest form of motivation comes from:
53.A. The danger of field
54.B. The employer's efforts to understand top performers
55.C. A severe and deliberate effort via the character worker
56.D. Monetary incentives
57.A supervisor can't motivate employees; employees have to encourage themselves -
ANSWER-Which of the subsequent statements approximately motivating a body of
workers is true?
QUESTIONS AND ANSWERS
1. When carrying out a disciplinary consultation, a manager ought to look for the cause of
the unacceptable behavior with the worker with the aid of asking:
A. " Don't you observed the cause of this unacceptable behavior is . . . ?
B. " What do you feel is inflicting this problem?"
C. " Why do you have got a hassle with this?"
D. "Maybe you may assist me apprehend why in the world you're nevertheless having
this equal trouble that we appear to deal with again and again again!" " What do you
sense is causing this problem?" - ANSWER-
2. One of your personnel offers a great deal of resistance to a change you need to put into
effect. It's vital which you persuade this employee , because sge is properly-respected
by her co-employees. When meeting with the employee, which of the following questions
is more appropriate to ask?
A. "You want to improve matters around right here. Dont you?"
B. " Why do you have got this type of hassle with this change?"
C. " What issues do you see with this variation?"
D. " Why can;t you spot how every person blessings from this?" " What problems do
you notice with this modification?" - ANSWER-
3. Henry, the house responsibilities manager, is trying to resolve a struggle among himself
and a room attendant. The room attendant shows a solution that Henry feels is definitely
impractical and wrongheaded. Henry should reply by using pronouncing:
A. "How would you enforce that answer?"
B. "Let's not waste time discussing not possible answers"
C. "No one in their proper mind would suppose that you would paintings"
D. "That won't paintings. What else do you propose?" "How would you implement
that solution?" - ANSWER-
4. A supervisor has simply completed telling an employee about a major alternate so as to
be made in his paintings region. The employee responds with anger and accuses the
manager of now not searching after all of us's great interest. The manager must say:
A. "Don't be irritated with me. I failed to make the decision"
B. "Why are you so disappointed? Others are going to have it alot worse!"
C. If you will simply concentrate to motive, I'm positive you will recognize why this is
quality for our branch"
D. "I see this is upsetting you. It sounds such as you are not satisfied it will work" "I see
that is upsetting you. It sounds such as you are not convinced it will paintings" -
ANSWER-
5. Stephanie, the eating room supervisor, is making an attempt to solve a battle among
herself and Terry, a eating room server. But, whenever Stephanie starts offevolved to
, present her side of the state of affairs, Terry interrupts, disagrees, and receives very
emotional. Stephanie ought to say:
A. "You're no longer paying attention to a aspect i say"
B. " How am i able to give an explanation for my side of things in case you hold
interrupting me"
C. "I assume you will recognize my aspect if i'm able to finish my teach of notion"
D. "No wonder you do not apprehend, you might not concentrate "I assume you'll
recognize my aspect if i'm able to end my educate of idea" - ANSWER-
6. Which of the subsequent misconceptions about time management may be masking up a
supervisor's lack of ability or unwillingness to train and broaden workforce?
A. "My task as a manager is not to manage time, it's to place out fires"
B. "I'm the only person who can virtually do the undertaking the right way"
C. " My job is different each day, particular scgedules may not work"
D. "I get such a lot of interruptions, time management is impossible" "I'm the most
effective one who can actually do the assignment the right manner" - ANSWER-
7. When identifying whether to take disciplinary movement, it's miles crucial for the
manager to differentiate information from allegations and evaluations. Which of the
following statements is an allegation?
A. "The reality is that your mind-set has been less than diserable at some stage in the
past month"
B. 'You have missed six days at some stage in the beyond rwo months"
C. "Jim changed into very particular in his criticism. He said you cursed him the day
gone by whilst he bumped you within the hallway"
D. All of the above "Jim changed into very unique in his grievance. He stated you
cursed him the day before today while he bumped you inside the hallway" -
ANSWER-
8. Which of the subsequent is the high-quality example of tremendous reinforcement?
A. "You could have handeled that guest a ;little higher if you'll have simply offered to......"
B. "It took awhile, but you ultimately were given it proper "
C. "Keep up the good paintings"
D. "Let me show you ways it truly is actually finished" "Keep up the best paintings" -
ANSWER-
9. When identifying whether or not to take disciplinary movement, it is essential for the
supervisor to distinguish facts from allegations and opinions. Which of the following
statements is an opinion?
A. "The reality is that your mindset has been much less perfect over the past month"
B. "You have missed six days for the duration of the beyond months"
C. "Jim become very particular in his criticism . He said you sursed him yesterday while
he bumped you inside the hallway"
D. None of the abve" "The reality is that your mind-set has been less ideal over the
last month" - ANSWER-
10."The work of our branch is being stricken by some thing that appears to be going on
between the two of you. Is there something you need to talk approximately?" -
ANSWER-Dena is about to begin a session to resolve a struggle between two
, personnel. The quality way for her to open the consultation is through
announcing:
11.A. "Everyone in this body of workers is uninterested with the bickering from side
to side among the 2 of you! What are you both going to do to put an quit to this
12.B. "The paintings of our branch is being tormented by something that appears to
be going on between the two of you. Is there anything you need to speak
approximately?"
13.C. "It's no secret around right here which you dont get alongside. Now what is the
trouble?"
14.D. Bill, Karen, and others in our department are having trouble getting their
paintings finished because of some problems that exists with the 2 of you. Let's
get to the lowest of this!"
15."-When identifying whether to take disciplinary motion, it's far essential for the supervisor
to distinguish statistics from allegations and reviews. Which of the following state$2,500 -
ANSWER-ments is $2,500 - ANSWER-a fact?
16.A. "The fact is that your mind-set has been much less than diserable in the course of the
beyond month"
17.B. "You have missed six days throughout the beyond rwo months"
18.C. "Jim was very precise in his criticism. He said you cursed him the day before today
while he bumped you within the hallway"
19.D. All of the above You have overlooked six days at some stage in the beyond rwo
months" - ANSWER
20.The Dinner Deli uses a shifting average time collection approach to forecast dinner
sales. If income for the past three weeks have been $2,000, $3,000, and $2,500, what
would the income forecast be for the imminent week?
21.A. $2,000
22.B. $2,500
23.C. $2,750
24.D. $three,000 $2,500 - ANSWER-
25.If the time to be had for guestroom cleaning for the duration of a piece shift is 6 hours
and 48 minutes and each room attendant is anticipated to clean 17 guestrooms per shift,
the time it takes for one room attendant to easy one guestroom is:
26.A. 18 minutes
27.B. 20 minutes
28.C. 24 mins
29.D. 28 mins 24 mins - ANSWER-
30.The Fun Family Restaurant uses a base adjustment method for forecasting covers and
scheduling group of workers. In April, the eating place had 5,000 covers. The unit
manager expects commercial enterprise in May to decrease by means of five percent
because of cutbacks in marketing and promotional efforts. What is the supervisor's
forecast of covers for May?
31.A. 5,500
32.B. Five,250
33.C. 5,1/2
, 34.D. Four,750 four,750 - ANSWER-
35.If the productivity preferred at a 100-room inn is half-hour to clean one guestroom, what
number of room attendant hard work hours are needed to easy guestrooms whilst the
motel is at 80 percent occupancy?
A. Forty exertions hours
B. 80 exertions hours
C. One hundred sixty hard work hours
D. 320 exertions hours forty hard work hours - ANSWER-
36.Which of the following bridges strategic and operational making plans sports through
indicating how an organisation will pass forward in the approaching yr closer to
accomplishing log-variety dreams?
A. A imaginative and prescient statement
B. A challenge assertion
C. A business plan
D. A long-variety plan A marketing strategy - ANSWER-
37.A call-again listing - ANSWER-Whenever there may be turnover within the banquet
provider place, Margaret, the manager, turns to her listing that includes the names of
former employees and of recent applicants for open positions. This list is known as:
38.A. A job specification listing
39.B. A call-again listing
40.C. An inner recruiting list
41.D. A flex-time listing
42.A educate - ANSWER-When disciplining personnel, the supervisor's role is that of:
43.A. A decide
44.B. A jury
45.C. A teach
46.D. An enforcer
47.A various staff way that employees will usually be in warfare - ANSWER-Which of the
subsequent statements about assets of warfare is fake?
48.A. A numerous staff method that personnel will always be in warfare
49.B. Communication issues are at the root of many conflicts
50.C. Well-skilled and nicely-coached personnel may be empowered with excessive choice
range
51.D. Employees, supervisors, and executives can enjoy conflicting emotions if their
obligations and duties aren't truly described
52.A extreme and planned effort by way of the man or woman employee - ANSWER-The
simplest form of motivation comes from:
53.A. The danger of field
54.B. The employer's efforts to understand top performers
55.C. A severe and deliberate effort via the character worker
56.D. Monetary incentives
57.A supervisor can't motivate employees; employees have to encourage themselves -
ANSWER-Which of the subsequent statements approximately motivating a body of
workers is true?
