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human resources management
Human Resources Management In The Hospitality Industry 2nd Edition David K Hayes, Jack D Ninemeier - Solutions
What is the term used for the process of providing basic information about the hospitality organization that must be known by all staff members?a. Trainingb. Orientationc. Adaptationd. Interviewing
A mission statement explains what an organization seeks to accomplish anda. The cost of doing it.b. How it intends to do it.c. Why it is important to do it.d. When it intends to begin doing it.
Who would be most responsible for developing an organization’s mission statement?a. Vendorsb. Customersc. Hourly employeesd. Owners and managers
Which HR tool would best help employees know where they fit into the reporting relations that are in place at their new work sites?a. Training planb. Mission statementc. Organizational chartd. Orientation checklist
Which activity would include managers telling new employees about the benefits they qualify for in their new jobs?a. Trainingb. Coachingc. Mentoringd. Orientation
Which topic would likely be addressed in detail in a new employee orientation program?a. Pay ratesb. Dress codesc. Career pathsd. Expansion plans
What is the first step in the employee training process?a. Interviewingb. Selectionc. Orientationd. Promotion
In a large hospitality organization, an effective orientation program requires coordination between HR specialists anda. Vendors.b. Employees.c. Business owners.d. Department heads.
In most cases, who would be the individual in a large hotel best qualified to develop an employee orientation program?a. Hotel ownerb. HR specialistc. Department headd. General manager
What piece of information that is of interest to all new employees would likely be included in an orientation kit?a. Pay scalesb. Succession plansc. Organization chartsd. Results of background checks
The two final orientation-related activities that take place after general new- mployee orientation sessions are completed area. Training and coaching.b. Career planning and promotion path development.c. Departmental induction and orientation follow-up.d. Performance assessment and productivity
Induction is the process of providing new employees with basic information that everyone in their department must know and thata. Must be written down.b. Is unique to their department.c. Must be shared only with management.d. Emphasizes high rates of worker productivity.
In most cases, who is the individual in a large hotel best qualified to develop an employee induction program?a. Hotel ownerb. HR specialistc. Department headd. General manager
What is an example of a piece of information that would likely be found in one of a restaurant’s employee induction programs?a. Location of employee entrancesb. Location of employee dressing areasc. Location of pot-washing chemicals storaged. Location of designated employee parking areas
Managers should solicit feedback about orientation and induction sessions so the sessions can bea. Improved in quality.b. Produced in less time.c. Delivered more frequently.d. Expanded in length and content.
What should be an organization’s centralized source of information detailing its policies, benefits, and employment practices?a. Induction planb Mission statementc. Employee handbookd. Orientation checklist
The best time for an organization’s employee handbook to be distributed and discussed is duringa. Interviews.b. Inductions.c. Orientation.d. Initial training.
Employers should make it clear to employees that the organization’s handbooka. Is not a contract.b. Cannot be altered.c. Was developed with employee input.d. Applies only to non salaried employees.
To be of greatest value, an organization’s employee handbooka. Must be kept current.b. Should be developed with employee input.c. Must be placed in each employee’s personal file.d. Should be reviewed with employees during weekly staff meetings.
In the best organizations, the policies and procedures detailed in their employee handbooksa. Are followed consistently.b. Apply only to non management positions.c. Serve primarily as suggestions to management.d. Must allow for recurring and planned lapses in their implementation.
1. What is the “communication problem” that appears to cause Ralph and Lorine to feel as they do?2. If you were Ralph’s and Lorine’s manager, how would you seek their cooperation in revising job descriptions?3. What suggestions can you make to assure the job description revision process is
List some training activities in which you have participated that were beneficial to you.Why did you enjoy them?How did they help you to learn?What training principles noted in this chapter were incorporated in them?
Technology has had little effect on employee productivity in the hospitality industry primarily becausea. The industry is labor-intensive.b. The industry is not labor-intensive.c. Technology implementation costs are very low.d. Technology implementation costs are very high.
1. Review the actions described in the case.2. What tactics should Leilani use with unit managers and supervisors to reinforce the renewed emphasis on training?3. How, if at all, should Leilani utilize input from unit managers, supervisors, and employees to develop and implement the new training
For a training program to be “cost-effective,” it musta. Be offered only on an as-needed basis.b. Lead to employee promotion opportunities.c. Be taught by trainers already on the organization’s staff.d. Provide time and money benefits that outweigh its costs.
In most cases, effective training can help reduce operating costs becausea. Fewer labor hours will be needed.b. Hourly wage rates can be reduced.c. Employee benefit costs can be reduced.d. Supervisors can more closely monitor employee efforts.
Select a common operating problem such as excessive dish breakage in a restaurant or low scores upon inspectionofguest room bath areas in hotels.a. Indicate the steps that you would use to develop a task breakdown that addressed the problem.b. Explain how you would develop a training lesson for the
An off-the-shelf training program is one that isa. Generic.b. Low-cost.c. Custom-made.d. Specific to one operating department.
What types of training assistance might HR personnel in multiunit organizations provide to managers in company-owned and/or franchised units?What types of training may be mandated? Made available on an optional basis?
The “warm body” syndrome refers toa. The hiring of line cooks.b. A desirable hiring technique.c. The hiring of high-cost workers.d. A hiring technique to be avoided.
Professional development programs consist primarily of training and information fora. Business owners.b. Job applicants who are experienced.c. Job applicants who are inexperienced.d. Individuals currently employed in an operation.
Which management process identifies each task in a position and explains how it should be done, with a focus on knowledge and skills?a. Job analysisb. Job descriptionc. Position analysisd. Position description
What is contained in a task breakdown for a position?a. A list of the tasks to be performed in the positionb. A description of the skills required to complete all of the tasks in the positionc. A list of the training required to learn how to complete all of the tasks in the positiond. A description
What is the first step in the position analysis process?a. Prepare task list.b. Write job descriptions.c. Develop task breakdowns.d. Consider performance standards.
What is the final step in the position analysis process?a. Prepare task list.b. Write job descriptions.c. Develop task breakdowns.d. Consider performance standards.
Properly developed performance standards for a list of tasks identify thea. Cost sof completing each task.b. Way each task is to be completed.c. Training times required to learn each task.d. Quality and quantity outputs for each task.
Which is an example of an open-ended question that could be used to identify items in a training task list?a. Do you stay busy at all times?b. When does your work shift begin?c. How long have you held your current position?d. What is the hardest part of your current position?
Good communicators recognize that body languagea. Is an effective method of communication.b. Is an ineffective method of communication.c. Usually goes unnoticed by newer employees.d. Usually goes unnoticed by experienced employees.
Assume you have been assigned to develop and implement a formalized and organized method of on-job training in your organization.a. What are the most important factors you would consider as you identified the experienced staff members who will receive train-the-trainer training?b. What training
1. What are your thoughts about Jacelyn’s responses to Rolando’s concern about training evaluation?2. Do you think that training evaluation must be “all or nothing”? That is, must it totally determine the worth of training or else not be done at all?3. What advice might you give Rolando as
Where should the majority of on-job training take place?a. In the trainee’s homeb. At the trainee’s work stationc. In a designated training roomd. In a location chosen by the trainee
Which is the most effective means of motivating trainees for a training program?a. Pay extra for training time.b. Require the training only for newly hired workers.c. Explain why the training is needed and what the trainees should expect.d. Allow employees to decide if they would like to
Which is the first step managers should complete when developing a training lesson?a. Consider topic sequence.b. Develop lesson objectives.c. Evaluate the training lesson.d. Purchase required training resources.
Which is an example of a performance-based training objective?a. Trainees will learn how to sharpen a knife.b. Trainees will view a knife sharpening video.c. Trainees will demonstrate how to sharpen a knife.d. Trainees will attend a knife sharpening training session.
Staff input, exit interviews, and inspection score results are three tools managers can use to helpa. Create job descriptions.b. Determine training needs.c. Assess productivity standards.d. Estimate training program costs.
“Managing by walking around” is a technique supervisors can use toa. Estimate their labor costs.b. Modify employee task lists.c. Established career development paths.d. Note deviations from operational standards.
Traditional “tag along” and “shadowing” training programs often do not work well because theya. Are too time consuming.b. Can only be effectively implemented in a group setting.c. Require excessive design costs for their implementation.d. Lack a well-thought-out approach to determining
Effective training programs may need to be modified based on a trainee’sa. Pay rates.b. Scheduled days off.c. Cultural backgrounds.d. Interest in advancing within the organization.
Acceptance of a training assignment in an operation will likely be avoided if potential trainers area. New to their jobs.b. Not given the time to train.c. Not given additional compensation.d. Required to conduct group training sessions.
After a task is learned, what is most often needed to enable the trainee to perform the task at the appropriate speed?a. Trainee feedbackb. Additional trainingc. Time and repetitiond. Ongoing task analysis
Which training method is best for most entry-level hospitality positions?a. Groupb. Hands-onc. Self-pacedd. Shadowing
When an excellent employee is chosen to serve as a trainer for other employees, he or she must first bea. Trained to train.b. A long-term employee.c. Given additional compensation.d. Given the option of choosing an appropriate training method.
The statement, “An organization pays for training even if it doesn’t offer it,” refers to the fact thata. Training is mandated by state and local governments.b. Training costs are a mandatory component of payroll costs.c. Payment for training programs can be delayed until they are
Which is an advantage of utilizing on-job training?a. It provides for immediate feedback.b. It eliminates the need for a training handbook.c. Experienced employees already know the skills needed to utilize it.d. Trainees are already “on the clock,” so there is no additional training cost.
1. Is it important that Stacey do what is necessary to assure that quality and quantity standards can be attained before these new procedures are put in place? Why or why not?2. What additional tactics might Stacey have used to generate input about improvement alternatives?3. What, if any, planning
Develop a checklist to evaluate the public speaking skills of a trainer who will facilitate a group training session.
The primary goal of an effective training program should be toa. Minimize training costs.b. Reduce employee turnover rates.c. Maximize the opportunities for future cross-training.d. Help employees perform tasks that meet performance standards.
1. What long-term tactics can Stacey use to generate input about program improvement from potential customers? From her frequent customers?2. What people/groups of people can assist Stacey in her efforts to “tell the story” about foodservices?3. Should a separate public relations campaign be
Think about training sessions in which you have participated. Identify special training issues in addition to those discussed in the chapter that should be of concern to trainers.
What is the first step managers should take when implementing an on-job training program?a. Coachingb. Training preparationc. Training presentationd. Trainee practice and demonstration
Assume that you are developing a training lesson on the topic of this chapter. Develop 10true/false and 10multiple-choice questions that might be used to assess the trainees’ knowledge at the completion of the training.
1. What procedures should be used to develop the new processes for using the company’s intranet for communication with customers?2. Assume the intranet communication system is implemented. What specific techniques can be used to train those who will be working with it?3. Assume the tactic of
What is the final step managers should take when implementing an on-job training program?a. Coachingb. Training preparationc. Training presentationd. Trainee practice and demonstration
The chapter discusses the concept of “managing by walking around.”Assume you are a supervisor of entry-level staff who just received training in food safety concerns.Develop a checklist of items that you might formally or informally attempt to observe while you are managing by walking around.
Whenever it is practical, on-job training should occura. In a group setting.b. Prior to employee orientation.c. In a specially designated training room.d. In the actual work station where the task will be performed.
When presenting information to trainees, an effective trainer will ensurea. All trainees speak the same native language.b. All trainees have the same level of work experience.c. Complex tasks are presented before easier activities are discussed.d. Easier tasks are presented before complex
The “sandwich method” refers to one way in which trainers cana. Identify appropriate training tasks.b. Address shortcomings in employee performance.c. Utilize more experienced employees to teach less experienced employees.d. Determine appropriate compensation for those participating in training
In their role as coach, trainers should make sure toa. Develop a training schedule.b. Ensure trainees have sufficient time to learn.c. Step in and do the job when trainee performance is substandard.d. Check trainees’ actual job performance regularly after training is completed.
Trainee enrollment in an online course designed to enhance the trainee’s supervisory skills is an example ofa. Self-study.b. Cross-training.c. Group training.d. On-job training.
Job enlargement occurs when a trainee learns tasks that are traditionally performeda. By salaried employees.b. By hourly paid employees.c. At a lower organizational level.d. At a higher organizational level.
Which form of training most helps an organization develop back-up expertise in its staff?a. Self-trainingb. Cross-trainingc. Distance trainingd. Structured experience training
One disadvantage associated with group training is thata. Its cost are usually very high.b. It takes too much time to utilize it effectively.c. Individual trainee difference are often ignored when it is used.d. Trainers have more difficulty ensuring consistent message delivery when it is used.
Which style of training typically allows for the least amount of trainee participation?a. Lectureb. Role playc. Self-studyd. Case-study
Handouts to be utilized in group training should be brief, well-organized, anda. Topic relevant.b. Produced in color.c. Shared by multiple participants.d. Designed to eliminate blank page space.
Asking open-ended questions directly to an individual trainee is a good way to encourage participation from those trainees who area. Passive.b. Dominant.c. Disruptive.d. Self-assured.
As a part of on-job training preparation, it is necessary toa. State training objectives.b. Allow trainee practice time.c. Demonstrate only one task or step at a time.d. Provide trainees with a training orientation kit.
Experienced trainers know that when the individual steps in a task are difficult, initial trainee progressa. Will likely be slow.b. Will likely be rapid.c. Cannot be accurately predicted.d. Will first be rapid then it will begin to slow down.
When developing a total compensation system, which management action would include conducting a salary survey?a. Categorizing of jobsb. Linkage of pay to job performancec. Management of internal pay equityd. Comparison of employee pay to the local labor market
Managers seeking to develop compensation programs designed to link pay to employee performance willa. Establish a merit pay system.b. Include a tip pooling arrangement.c. Exclude a tip pooling arrangement.d. Pay wages higher than the local average.
Which is the first step in the performance management process?a. Appraisingb. Monitoringc. Planningd. Rewarding
Asking an individual trainee in a group to take notes during future training sessions is a good way to respond if a trainee is consistently beinga. Passive.b. Dominant.c. Disruptive.d. Self-assured.
In which training setting is the use of role play most appropriate?a. Self-studyb. Cross-trainingc. Group trainingd. Job enlargement
The purpose of developing “fast-track” training programs is toa. Minimize training costs.b. Identify individuals who must be retrained.c. Identify individuals who are eligible for advanced training.d. Maximize the amount of time supervisors devote to training.
A training evaluation tool that is valida. Yields consistent measurement results.b. Measures what it is supposed to measure.c. Is designed to minimize the time supervisors devote to training.d. Is designed to minimize the number employees who must be trained.
Which is an example of an objective evaluation of training results?a. Trainees will pass a 10-question training exam.b. Trainees will take a 10-question training exam.c. Trainees will successfully complete a 10-question training exam.d. Trainees will achieve a minimum score of eight correct answers
How many times must an evaluation tool be administered when a trainer utilizes a pre-test/ post-test approach to assess training effectiveness?a. 1b. 2c. 3d. 4
When obtaining feedback from trainees regarding their views of a specific training program, it is best that the feedback bea. Obtained from all future program trainees.b. Given anonymously and by unidentified trainees.c. Provided to trainees as a checklist of likes and dislikes.d. Obtained from
1. Do you think Stephen is obligated to place Mr. Granberry’s tip into the tip pool?2. If Stephen continues to refuse to relinquish the tip, how would his employer determine what steps, if any, it could legally take to resolve this issue?3. Do you feel it would be fair if Stephen was allowed to
In this chapter you learned about different forms of direct, indirect, and nonfinancial compensation. Consider your own career. Which of these types of compensation is most important to you? Do you believe the same form(s) of compensation would be most important to those you will directly manage?
Which is an example of an extrinsic reward for an operation’s employees?a. Job securityb. Job freedomc. Empowermentd. Voluntary benefits
1. Why (in addition to money) do you think Adrian seems prepared to accept the job offer from the Downtown Inn?2. Assume you are Adrian. What, if anything, could your current employer do to convince you to stay?3. As a tipped hotel employee, Adrian’s income could vary based on the tip-pooling
Insurance benefits have traditionally been offered to employees and their immediate families. Today’s employees, however, often define family in a much different manner than did previous generations of workers. The increase in the acceptance ofgay marriage and of same-sex living arrangements has
Which is an example of an intrinsic reward for an operation’s employees?a. Tipsb. Profit-sharingc. Personal growthd. Discounted meals
1. What, in addition to a pay increase, do you believe is the primary cause of workers seeking alternative employment opportunities?2. What are the specific real, and potential, disadvantages to your organization of losing an employee such as Adrian?3. Assume Adrian is one of several talented
Finding affordable, quality day care is a challenge for many hospitality employees. In some cases, progressive hospitality employers have done a good job of securing reduced-cost services of this type, or even providing on-site day care for noor low cost to their employees. Assume you were an HR
The amount of money workers earn significantly affects theira. Perceptions of self-worth.b. Ability to change positions.c. Chances of being promoted.b. Performance in training sessions.
1. If you were Tim, would you advise LeeAnn to pursue Sara as a potential employee? Why or why not?2. Assume you are LeeAnn. What specific problems within your departmental compensation program does this situation illustrate?3. Assume you are the general manager of this hotel. Who on your
Some HR managers believe their younger workers are increasingly aware that a company’s care for the environment is often reflected in its care for its employees. As a result, companies espousing genuine commitment to sustainable, or “green,” practices tend to attract a more committed and, as
The pay range for a specific job category in a community is referred to asa. A tip pool.b. Merit pay.c. Living wages.d. The local wage rate.
The number one complaint among hospitality customers is not poor product quality; rather, it is poor service quality. How do you think the features of an operation’s overall compensation program could directly affect its employees’ commitment to providing high-quality customer service?
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