NRA - Hospitality and Restaurant
Management Chapter 6-10 Exam
Questions & Answers8
Identify common practices helpful for monitoring employees during work shifts - ANSWERS-
Managers should emphasize the need to meet sales, production, and service goals during line-
up meetings, coaching, and routine meetings. Managing by walking around and careful
observation of employees, food quality, and service levels are all important
Explain methods for analyzing after-shift labor information - ANSWERS-Managers should
compare the number of labor hours schedule with the actual hours worked. When actual labor
hours exceed planned hours, corrective action is often necessary
Review basic information in developing work schedule for managers - ANSWERS-Salaried
managers can have schedules hours, although they may work longer than waged employees.
These schedules can include "on-call" alternatives so most managers will not be interrupted
during their personal time. Management schedules should ensure that at least one manager is
on duty whenever employees are working in the establishment
Describe how restaurant and foodservice managers should establish priorities - ANSWERS-
Restaurant and foodservice managers do many things, and they must establish priorities. One
guideline is to give priority to tasks based on the operation's goals. Another is to classify tasks
based on importance and urgency and the do the most important (not necessarily the most
urgent) tasks first
Describe procedures used by restaurant and foodservice managers to develop and use two
important operating tools: policies and procedures - ANSWERS-Policies help managers make
consistent decisions about issues that occur frequently. Policies should have a clear purpose.
When practical, a team effort to develop policies.
, Procedures tell how to correctly perform a task. When possible, they should be developed with
team input. Standard operating procedures (SOPs) should be easy to understand and should
consider the knowledge and skills required to perform the task. Policies and procedures should
be carefully written and featured in employee training, and kept current
Explain a basic approach that managers can use to resolve operating problems - ANSWERS-A
basic eight-step process can be used to resolve problems
1. Defining the problem
2. Determining its cause
3. Determining and analyzing solution alternatives
4. Selecting the best solution
5. Developing an action plan
6. Implementing the plan
7. Evaluating the results of the plan
8. Documenting the problem and solution for future reference
Describe how restaurant and foodservice managers should develop and submit reports to upper
management - ANSWERS-Managers use procedures to maintain positive relationships with their
own bosses. Effective communication is a key to this.
Managers can use a manager's daily log to report to other managers an improve communication
between shifts. This report will include financial and operating information including an
overview of any critical incidents
Managers must be aware of other information, much of which is likely to address financial
issues, that is desired by their own manager. They must then develop a process to collect and
route this information to their manager on a timely basis
Review procedures that restaurant and foodservice managers should use to plan for and
manage emergencies - ANSWERS-While managers cannot know when emergencies will occur,
Management Chapter 6-10 Exam
Questions & Answers8
Identify common practices helpful for monitoring employees during work shifts - ANSWERS-
Managers should emphasize the need to meet sales, production, and service goals during line-
up meetings, coaching, and routine meetings. Managing by walking around and careful
observation of employees, food quality, and service levels are all important
Explain methods for analyzing after-shift labor information - ANSWERS-Managers should
compare the number of labor hours schedule with the actual hours worked. When actual labor
hours exceed planned hours, corrective action is often necessary
Review basic information in developing work schedule for managers - ANSWERS-Salaried
managers can have schedules hours, although they may work longer than waged employees.
These schedules can include "on-call" alternatives so most managers will not be interrupted
during their personal time. Management schedules should ensure that at least one manager is
on duty whenever employees are working in the establishment
Describe how restaurant and foodservice managers should establish priorities - ANSWERS-
Restaurant and foodservice managers do many things, and they must establish priorities. One
guideline is to give priority to tasks based on the operation's goals. Another is to classify tasks
based on importance and urgency and the do the most important (not necessarily the most
urgent) tasks first
Describe procedures used by restaurant and foodservice managers to develop and use two
important operating tools: policies and procedures - ANSWERS-Policies help managers make
consistent decisions about issues that occur frequently. Policies should have a clear purpose.
When practical, a team effort to develop policies.
, Procedures tell how to correctly perform a task. When possible, they should be developed with
team input. Standard operating procedures (SOPs) should be easy to understand and should
consider the knowledge and skills required to perform the task. Policies and procedures should
be carefully written and featured in employee training, and kept current
Explain a basic approach that managers can use to resolve operating problems - ANSWERS-A
basic eight-step process can be used to resolve problems
1. Defining the problem
2. Determining its cause
3. Determining and analyzing solution alternatives
4. Selecting the best solution
5. Developing an action plan
6. Implementing the plan
7. Evaluating the results of the plan
8. Documenting the problem and solution for future reference
Describe how restaurant and foodservice managers should develop and submit reports to upper
management - ANSWERS-Managers use procedures to maintain positive relationships with their
own bosses. Effective communication is a key to this.
Managers can use a manager's daily log to report to other managers an improve communication
between shifts. This report will include financial and operating information including an
overview of any critical incidents
Managers must be aware of other information, much of which is likely to address financial
issues, that is desired by their own manager. They must then develop a process to collect and
route this information to their manager on a timely basis
Review procedures that restaurant and foodservice managers should use to plan for and
manage emergencies - ANSWERS-While managers cannot know when emergencies will occur,
