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business
general management

Questions and Answers of General Management

How would you determine the food cost per guest to budget for the operation of your limited-service hotel's breakfast? What indirect costs, if any, such as for lobby cleaning, administrative
What steps should a manager of a limited-service hotel offering complimentary alcoholic beverages during a Manager's Reception take to help ensure that guests do not over-consume these beverages?
What types of control do you think could be useful to ensure that only registered hotel guests utilize the free food services that are available at a limited-service hotel?
What are the advantages of providing within-the-guestroom information about the complimentary breakfast service in a limited-service hotel?
Assume that you observe two children repeatedly coming down to the lobby area during the time that the breakfast bar is in operation, and that each time these two children take very large amounts of
What are three alternatives you could give to a meeting planner hoping to provide lunch to meeting attendees in your limited-service hotel's small meeting room?
What factors would you consider in deciding whether your hotel should purchase and then rent audiovisual equipment (e.g., a digital projector and screen or specialized video conferencing equipment)
Assume that you are the food and beverage manager in a hotel in New York, San Francisco, New Orleans, or Honolulu that attracts guests from all over the world. What menu-planning tactics could you
Assume that you are an overnight guest eating a hotel's complimentary breakfast the morning of your departure. Assume also that you are a businessperson staying in a five-star hotel about to dine in
Assume that you are interested in a career in a hotel food and beverage operations. What would be the pros and cons of starting work in a smaller full-service hotel? In a larger hotel?
Assume that you are a food and beverage director working with the hotel's chef to plan a new menu. You want to add a vegetarian item to the new menu. What information would the chef want from you
It has been said that a hotelier will pay for food items of the quality purchased even though food items of the same quality are not received. What are some procedures that you as a food service
You have learned about several service styles in common use in hotel a la carte dining and banquet operations. How would you determine which style(s) to use for your operation?
There are numerous tasks that servers must perform in order to make their guests' dining experience a memorable one. What are some basics you would use as a hotel restaurant manager to train new
Some hotels use dining room servers and room service attendants interchangeably. What special training would a room service attendant need to become an efficient dining room server?
Communication problems often impact the effective planning and delivery of banquets. It is natural for marketing and sales department personnel to want to do whatever they can to fill the hotel's
The food and beverage department and its housekeeping counterpart employ the vast majority of the employees in a full-service hotel. These departments are very labor-intensive because it is not
Identify two advantages of using a centralized accounting system in a hotel, as well as two disadvantages of such a system.
Assume that you are a banker asked to lend money to an op-erating hotel. Identify three pieces of financial information you would want to see before making the loan. How important would it be to you
Identify two advantages of using a decentralized accounting system in a hotel, as well as two disadvantages of such a system.
Budgets may be affected by a variety of external events that are unforeseen by management. Identify three such events that could affect a hotel's long-term budget. Identify three events that could
While many hotels employ progressive discipline programs, theft is usually grounds for immediate termination. Would you implement an immediate termination policy at your hotel, or would you give a
One important decision that must sometimes be made by a hotel pertains to when to deny credit to a client or guest formerly allowed to charge purchases. What factors would influence your decision to
In some hotels, management has determined that any purchase made by a hotel staff member above an established dollar amount must be preapproved by the hotel's general manager or controller. Identify
Hotel controllers generally rely upon other managers in a hotel to verify many of the invoices submitted for payment Assume that you are serving in the role of hotel controller and suspect a manager
Some hoteliers believe that a hotel's balance sheet is the best indicator of its economic health while others point to the income statement as the better measure of financial strength. Which
The independent verification of financial information in a hotel is an important way to help prevent employee fraud. How often do you believe a controller's own work should lie audited? What factors
As you have learned, safety and security are the responsibility of all hotel employees. In some hotels, however, there is a security department with its own full- and part-time employees. List three
Pilferage of hotel assets by employees is common in the hotel industry. Would you recommend terminating a good hotel employee proven to have pilfered a bar of soap from a room attendant's cart? Why
Guest safety is a primary concern of all effective hotel managers. What steps can you take to ensure that all of the hotel's employees share your concern for guest safety? Identify at least three
Material Safety Data Sheets are a valuable source of safety-related information for workers. In most cases, however, these documents are provided only in English and Spanish. Increasingly, the hotel
Good relations with local law enforcement officials are extremely helpful to a hotel. What are two specific activities the managers of a hotel can undertake to build positive relations with the local
Some hotel managers believe that uniformed security personnel in the hotel increase the comfort level of guests in the same manner as would uniformed police officers. Other managers feel that
Swimming pool safety is always a concern for hoteliers. Do you believe that there should be a hotel policy limiting the number of additional guests that a registered hotel guest can invite to swim at
Good recordkeeping is an important part of a hotel's safety and security efforts. Identify three reasons why this is so.
Guests with physical limitations related to their movement, hearing, or sight present special safety concerns for a hotel. This is especially true in times of emergency. What are some steps hoteliers
Assume that your hotel's housekeeping department is experiencing periodic losses of products that you believe are due to employee theft. As a general manager, what specific steps would you suggest be
Give three specific examples (one each) of questions you can ask faculty members, campus recruiters, and school alumni to gain information you could use to identify potential
What do you think would be the single biggest advantage and disadvantage to working with a large organization? A small organization?
If you were a recruiter for a hotel organization, what would be among the most important factors you would consider as you recruited management trainee applicants?
Some graduating students view starting salary as more important than benefits when selecting their initial employer? Others view benefits as more important. What factors do you think impact these
What risks would be of most concern to you if you were thinking about starting your own business?
Assume that you are a department head in a lodging organization that believes in and practices entrepreneurship. What percentage of your total compensation would ideally be based upon your ability to
What would be some of the biggest challenges in your professional and work lives if you were an expatriate managing a hotel in a country whose language you were fluent in? If you were not fluent in
The chapter provides examples of competencies that are necessary for job success. Identify three of the competencies you feel are most important. For each of these: 1. Cite an additional example of
Review the section of the chapter that addresses international job placement. Consider five things your team feels would be important to know about a host country before agreeing to accept a job
You have used simulation exercises to learn important front office management skills. What are other areas within a hospitality operation for which you think simulations would be a good way to
Do you think the use of training simulations for the hospitality industry will increase in the future? Explain your answer.
What are three reasons hotels operate better when FOMs produce timely and accurate rooms demand forecasts?
How do rooms demand forecasts affect the selling prices of a lodging operation's guest rooms?
Some hotels allow guests to cancel room reservations at the last minute and without penalty if a personal emergency arises. Would you implement such a policy? If so, how could you protect your hotel
Assume that you are a hotelier who has a group booked at your hotel. The group has picked up all of its originally requested rooms and is now requesting additional rooms at the same reduced rates you
Some hotels state that they guarantee room availability (but not room type availability) when a guest arrives with a guaranteed reservation. Name one advantage of such an approach. Name one
Some hotels' FOMs authorize their front office agents to adjust room charges up to the amount of a guest's total charges for their stay. Other FOMs limit the dollar amount of adjustment that can be
Staffing the night auditor's position in a hotel can sometimes be a real challenge. Why do you think it is most often harder to find qualified night auditors than it is to find qualified front office
The front office training methods used by hotels to develop effective front office agents can vary greatly. Identify one type of hotel (e.g., full-service, limited-service, extended stay, and
In this activity, teams are assigned the task of carefully considering the content in specifically assigned FOMS lessons. Each team should assume that a student in the class has successfully
What is the value in having managers at the career exploration stage within an organization? Why? The decline stage? Why?
How would you describe the significance of Rodney Adkins’s work as a manager? Who benefits from his abilities and efforts?
In terms of the contemporary view of management skills, which activities and skills do you see Adkins using in his career? How do you think he has acquired those skills?
Which of Katz’s managerial skills (technical, human, and conceptual) does Lynn seem to use most often? Why?
How has Lynn used the four functions of management in building her business?
Discuss the use of organizational resources (human, monetary, raw materials, and capital) in the restaurant industry. What challenges would a restaurant manager or owner face with each one?
Describe the many roles of the azTeen management staff as discussed by Deb Rochford, Michelle Burgess, and Veronica Sherbina in the video.
What overall characteristics are important to azTeen Magazine when hiring teenaged interns?
What standards are used at azTeen Magazine in order to measure organizational performance?
How will you be able to use the classical approach to management in your job as a manager?
How does Henri Fayol’s contribution to management differ from the contributions of Frank and Lillian Gilbreth?
Which of the approaches to management discussed in this chapter does Pam Rogers Klyn seem to be emphasizing the most in her work as a manager?
Which of the approaches to management discussed in this chapter does Pam Rogers Klyn seem to be emphasizing the least in her work as a manager? Explain.
How do you think working conditions have changed at the New York Times? What do you imagine it was like to work there in 1851?
Assume you are a manager working at the New York Times’ headquarters. Based on the current changes taking place at the newspaper, which of Henri Fayol’s 14 principles of management would be the
With all the changes occurring at the Times, do you think the systems approach to management is applicable to this organization? Why or why not?
Describe the beginnings of Campus MovieFest as discussed by Vijay Makar in the video.
Describe the many roles of the managers in the video.
What do the managers say are the rewards and challenges of their jobs?
What’s the relationship between social responsibility and ethics?
Should managers be philanthropic? Explain fully. Discuss some of the pitfalls that philanthropic managers must avoid.
Do you think Verizon has a responsibility to support education and safety in the communities in which it does business? Explain.
Assuming that Verizon has such a responsibility, in what instances would it be relatively easy for the company to be committed to living up to it?
Assuming that Verizon has such a responsibility, in what instances would it be relatively difficult for the company to be committed to living up to it?
Describe how the Reems Creek Renewable Energy Campus is engaging in corporate social responsibility.
List some of the examples of sustainable business practices discussed in the video.
Who are the relevant stakeholders of Warby Parker? How is each stakeholder group impacted by the organization’s mission?
When managing people, describe the significance of understanding both ‘minority’ and ‘majority’ groups as they exist in an organization.
Explain how average annual percentages changes in the U.S. population by race from 1995 – 2050 should impact today’s diversity planning for organizations of the future.
How important is having a diverse workforce to Siemen’s? Discuss fully.
How would you control diversity activities at Siemen’s if you were top management?
Why is it important for Cracker Barrel to embrace diversity? What impact can an indifference to diversity have on customers and employees?
Assess Cracker Barrel’s issues with diversity from 10 years ago versus today. What did they do wrong and what have they done right?
Where does diversity awareness and commitment start? In Cracker Barrel’s case, should it come from the store level or the corporate office? Why?
Describe CaringWorks' hiring process.
Why did Rainey-Reed say that CaringWorks desires to employ a diverse workforce? How committed is CaringWorks to creating a diverse organization? In what ways is this commitment demonstrated?
Discuss three similarities and three differences of international versus transnational organizations.
List and define the three types of organization members found in multinational organizations. Discuss the contribution that each type can bring to building the success of the organization.
Is the preparation of expatriates more important than their repatriation? Explain fully. Both are equally important.
Do you think that at some point in your career you will become involved in international management? Explain.
Assuming that you are involved in managing a McDonald’s in Japan, what challenges do you think will be the most difficult for you to meet? Why?
Evaluate the following statement: McDonald’s can learn to manage its U.S. operations better by studying how successful competitive operations are managed in other countries.
As Jarden continues to expand globally, what challenges do you envision for the company in maintaining quality control over the products produced?

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