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human resources management
Human Resources Management In The Hospitality Industry 2nd Edition David K Hayes, Jack D Ninemeier - Solutions
Employee benefits management is an area of policy and procedure development related toa. Motivating staff.b. Developing staff.c. Maintaining staff.d. Staffing the organization.
The two most important staffing related tasks of HR managers in the hospitality industry are ensuring an adequate pool of qualified applicants anda. Minimizing advertising costs.b. Hiring equal numbers of males and females.c. Discouraging unqualified applicants from applying.d. Ensuring tipped
The individual assuming the HR manager role in an operation is always responsible for ensuringa. Profit targets are met.b. Proper employee training is provided.c. Operating budgets are developed as required.d. The operation’s posted opening and closing hours are maintained.
Which motivational theorist suggested employee needs are arranged in a hierarchical order with some needs being more powerful motivators than others?a. Victor Vroomb. Abraham Maslowc. Douglas McGregord. Frederick Herzberg
Which motivational theorist stated workers have needs for achievement, affiliation, and power?a. Victor Vroomb. Abraham Maslowc. Douglas McGregord. David McClelland
According to the X and Y Theory of employee motivation, which describes a Theory Y assumption about average workers?a. They dislike workb. They will avoid responsibilityc. They find work as natural as playd. They seek job security above all else
According to the Needs Theory of employee motivation, which employee needs must be satisfied first?a. Safetyb. Esteemc. Physiologicald. Actualization
Which step should occur first in the development of HR related policies and procedures?a. Undergo legal reviewb. Identify the HR issue to be addressedc. Consider on-site factors affecting implementationd. Develop documentation and recordkeeping requirements
An worker’s motivation is most affected by his or her ability to do a job anda. The job’s title.b. The pay for doing the job.c. Willingness to do the job.d. Potential for advancement to a higher-level job.
Which step should occur last in the development of HR related policies and procedures?a. Undergo legal reviewb. Identify the HR issue to be addressedc. Develop documentation and recordkeeping requirementsd. Communicate the policy and procedures to affected employees
Which is an example of an on-site factor that can affect an HR manager’s policy and procedure development?a. Franchisor requirementsb. Federal labor legislationc. Competitor’s policies and proceduresd. Time frame required for implementation
Employee assistance programs help HR managers address their organizations’ concerns related toa. Motivating staff.b. Developing staff.c. Maintaining staff.d. Staffing the organization.
Which is an example of an off-site factor that can affect an HR manager’s policy and procedure development?a. Union contractsb. Competitor’s policies and proceduresc. Objectives management seeks to achieved. Time frame required for implementation
Some courts have determined that a policy requiring male employees to be clean-shaven may discriminate if it does not accommodate individuals with pseudo folliculitis barbae (PFB), a skin condition that occurs almost exclusively amonga. Asian males.b. White males.c. Hispanic males.d.
Who should always be chosen to conduct a legal review of an organization's HR policies and procedures?a. HR managersb. Qualified attorneyc. Owners of the businessd. The organization's franchisor
Employees have had the most success challenging dress codes on the basis that the codes violate employment laws related toa. Age discrimination.b. Race discrimination.c. Gender discrimination.d. Religious discrimination.
1. Do you think Holly could be guilty of negligent hiring?2. Do you think a jury of average citizens would find Holly and/or her club guilty of negligent hiring?3. As an HR specialist, how would you determine which positions at the club could subject you and/or your club to potential charges of
Employers will be in a poor position to defend their policies and procedures ifa. Their employee turnover is high.b. Recordkeeping related to policy enforcement is poor.c. Most of the jobs in their organizations pay minimum wage.d. Their employees were not involved in the development and
Which governmental entity conducting an employment review related to alleged discrimination could issue an employer a formal request for information (RFI)?a. ATFb. EEOCc. NLRBd. OSHA
The situation in which managers are most likely to face legitimate accusations of constructive discharge is when an employeea. Is new to his or her position.b. Has been sexually harassed.c. Feels his or her pay rate is too low.d. Has not been trained to do a specific job well.
Constructive discharge could be claimed by an employee ifa.The employee’s orientation program was insufficient.b.This or her employer did not have employee assistance programs in place.c. The employee’s working conditions would cause a reasonable person to quit.d. The employee was consistently
What is the most effective way of documenting that all staff members have read and understood the company's employee handbook?a. Have the HR manager read the handbook aloud to each new employeeb. Supply each employee with a new updated copy of the handbook each yearc. Have a copy of the handbook
When should senior management personally greet new employees?a. During the employee interview processb. On the new employee’s first day of workc. When the new employee’s supervisors requests itd. On the day the new employee is selected to fill a vacant position
How can HR managers help minimize or eliminate workers’ repetitive stress injuries?a. Increase worker pay rates.b. Redesign jobs and job sites.c. Mandate the use of MSDS for all workers.d. Increase the number of opportunities for cross-training.
What is the primary purpose of an Employee Assistance Program (EAP)?a. Reduce work-related illness and injuries.b. Provide workers with financial incentives for goal achievement.c. Help employees address problem areas in their personal lives.d. Provide training to assist employees in their career
Which areas of a worker’s decision making areemployee wellness programs (EWPs) designed to influence?a. Career choicesb. Lifestyle choicesc. Educational opportunitiesd. Training program participation
Which type of worker programs are designed to ensure employees are free from the conditions that could cause them personal harm?a. Safety programsb. Security programsc. Employee assistance programsd. Performance assessment programs
Which type of worker programs are designed to ensure employees are free from stress and anxiety related to their personal protection?a. Safety programsb. Security programsc. Employee assistance programsd. Performance assessment programs
Which event experienced by a worker should be addressed immediately by an HR manager because it could directly threaten that worker’s feelings of safety and security?a. Being bulliedb. Being promoted to a new positionc. Receiving a poor performance assessmentd. Been passed over for promotion to a
Why do managers design and implement crisis programs?a. To remove these direct threats to employee safety and securityb. To better calculate the cost of threats to employee safety and securityc. To help minimize the impact of threats to employee safety and securityd. To demonstrate management’s
What is the first step HR managers should take when developing employee safety and security programs?a. Program evaluationb. Program implementationc. Recognition of a safety threatd. Program development in response to the threat
What is the final step managers should take when developing employee safety and security programs?a. Program evaluationb. Program implementationc. Recognition of a safety threatd. Program development in response to the threat
Which response to a security threat is an HR manager applying when she suggests the installation of increased lighting in her operation’s parking areas?a. Systematic inspectionb. Enhanced ploy the trainingc. Modification of physical facilitiesd. Modification of standard operating procedures
An operation’s emergency plan identifies a likely crisis situation anda. The probability of its occurrence.b. Its impact on the operation’s revenue.c. Details how the operation will respond to it.d. Identifies the cost of eliminating its occurrence.
In 1986, the US Supreme Court ruled that unwelcome sexual conduct at work is a violation of thea. Civil Rights Act.b. Fair Labor Standards Act.c. Americans with Disabilities Act.d. Occupational Safety and Health Act.
The two types of sexual-harassment identified by the Supreme Court are quid pro quo anda. Ongoing harm.b. Hostile environment.c. Persistent occurrence.d. Inappropriate behavior.
For which type of sexual harassment will employers automatically be held liable whether or not steps were taken to correct the situation?a. Quid pro quob. Ongoing harmc. Persistent occurrenced. Inappropriate behavior
Quid pro quo harassment refers toa. Any form of psychological harassment.b. Unacceptable intrusion of personal privacy.c. Harassment that includes the threat of physical violence.d. The forcing of an employee to submit to sexual demands or suffer negative consequences.
When determining whether specific conduct is considered to be hostile, the EEOC evaluates the conduct from the viewpoint of a/ana. Average person.b. Average worker.c. Reasonable person.d. Reasonable worker.
An employee who was the victim of continued verbal intimidation because of her religion quits her job. Her employer could face lawsuits brought by this employee alleginga. Harassment and constructive discharge.b. Harassment and violations of the Equal Pay Act.c. Constructive discharge and Fair
1. Assume the union had represented the employees for the last several years. What kind of financial- and employee-related information should the foodservices management team have provided to the school board committee negotiating with union representatives?2. What are the most important management
Assume you were beginning a supervisory position in a unionized hospitality organization. How might your initial work experiences be different than if your initial employment was with a nonunionized property? Which type of beginning management position would you most like? Why?
When a labor contract mandates the existence of a union shop, all new employeesa. Must join the union and pay union dues.b. Are not required to join the union or pay union dues.c. Must pay union dues but are not required to join the union.d. Must join the union but are not required to pay union
1. What procedures should Maureen use to educate her supervisors and managers about the terms of the new agreement?2. What are the most serious consequences of the new contractual clause that ties input (labor hours) to output (number of meals/meal equivalents served)?3. What, if any, types of
How do you think employees’ perspectives about an organization would be affected if they heard rumors about the possibility of downsizing? What facts would you want to know about the situation? What would be your priority concerns if you were to be terminated? If you were a survivor?
Historically, the purpose of labor union-related legislation has been toa. Mandate wage increases.b. Mandate benefit increases.c. Increase the bargaining power of unions.d. Maintain a balance of power between labor and management.
1. What tactics are available to Maureen to manage labor costs given the contractual clause relating to productivity restraints?2. What are the priority alternatives available to Maureen as she develops future operating budgets and attempts to manage future operating costs?3. What can Maureen do to
Managers sometimes blame HR personnel for employee turnover problems. They think, for example, “If the HR department gave me good job applicants, I could train and supervise them to be good employees.” What can HR personnel due to best ensure they have an excellent working relationship with
Which legislation prompted the growth of employee unions in the United States?a. Equal Pay Actb. Civil Rights Actc. National Labor Relations Actd. Occupational Safety and Health Act
What are some practical tactics a department manager can undertake to help his or her organization achieve diversity goals?
The Taft-Hartley Act of 1947 mandated that unions could no longera. Exclude minorities.b. Force workers to join the union.c. Strike without providing adequate notice.d. Organize work sites with less than 100 employees.
The last section of this chapter notes some activities hospitality organizations can undertake in efforts to be a good community citizen. Brainstorm with your classmates about specific things that restaurants and hotels can do.
Some workers in a hospitality business seek to have a union recognized as their bargaining representative. To be formally recognized, what is the minimum percentage of eligible workers who must sign authorizations cards indicating they want the union to represent them?a. 20%b. 30%c. 40%d. 50%
The process of negotiating and administering written agreements between a union and management officials is known as collectivea. Attrition.b. Arbitration.c. Mediation.d. Bargaining.
Right-to-work laws that have been enacted by various statesa. Require union membership.b. Prohibit union membership.c. Allow employees to be forced to join a union.d. Prohibit employees from being forced to join a union.
When a compromise on an issue cannot be reached, a union and management may seek advice from a third party to assist in reaching an agreement. This process is known asa. Mediation.b. Voluntary arbitration.c. Collective bargaining.d. Compulsory arbitration.
Since the 1940s, union membership in the United States hasa. Declined.b. Sayed the same.c. Increased by less than 100%.d. Increased by more than 100%.
A hotel hires a local landscaping company to perform all of its grounds maintenance tasks. This is an example ofa. Mediation.b. Arbitration.c. Outsourcing.b. Collective bargaining.
What is the most common reason for downsizing an organization?a. Increase sales.b. Improve arbitration efforts.c. Create greater operating efficiencies.b. Enhance the collective bargaining process.
A part-time kitchen worker in a restaurant voluntarily quits to go back to school. This is an example ofa. Attrition.b. Downsizing.c. Outsourcing.d. On-boarding.
Which is an example of a transitional activity that can be provided by employers who are downsizing their organizations?a. Use of mediationb. Use of arbitrationc. Outplacement assistanced. Increased cross-training
The typical full-time employee in a particular hotel works a 40-hour week. Last month, the hotel’s 80 employees worked a total of 4,000 hours. How many full-time equivalent (FTE) workers were employed by the hotel last month?a. 5b. 10c. 50d. 100
What is the minimum number of workers a business must employ before the Worker Adjustment and Retraining Notification Act (WARN) will apply to it?a. 50b. 75c. 100d. 125
A hotel chain transfers its live reservation call center from the state of South Dakota (U.S.A.) to a private company located in Mumbai, India. This is an example ofa. Offshoring and mediation.b. Offshoring and arbitration.c. Outsourcing and mediation.d. Outsourcing and offshoring.
Which is an example of a core business strategy for a major state university?a. Educating studentsb. Maintaining buildingsc. Offering student loansd. Providing meal services
What is the tool HR managers can use to secure bids for goods and services to be supplied by external vendors?a. Contractb. Delivery invoicec. Request for proposald. Statement of accounts
What would be an objective measure of an organization’s employee diversity efforts?a. Profitability levelsb. Average monthly salesc. Demographic make-up of its workforced. Average hourly wage of its entry-level employees
Which factor would most emphasize the importance of an increase in the diversity efforts of a foodservice organization?a. Changes in customers’ dining preferencesb. Implementation of the Affordable Care Actc. Increases in the federal minimum wage rated. Changing demographics of the local labor
Which group will have the greatest direct impact on an organization’s employee turnover rates?a. Ownersb. HR staffc. Customersd. Supervisors
What would be the two effects of expanding training efforts to increase employee productivity levels?a. Reduced number of employee hours used and reduced payroll costsb. Increased number of employee hours used and reduced payroll costsc. Reduced number of employee hours used and increased payroll
What is the best way for an organization to reduce its employee recruitment challenges?a. Increase training efforts.b. Increase starting wage rates.c. Reduce employee turnover rates.d. Reduce the number of hours worked per employee.
Which is an example of a hospitality organization addressing its corporate (social) responsibilities?a. Reduction in selling pricesb. Increase in stockholder dividendsc. Implementation of “Earth friendly” operating initiativesd. Creation of career development plans for supervisors and
The goal of an organization undertaking corporate (social) responsibilities efforts should be toa. Reduce its costs.b. Increase its hourly starting wages.c. Make a positive impact on its local community.d. Enhance the diversity of its customer base and workforce.
The question is intended to generate thoughtful discussion about key characteristics of effective HR managers. Being highly organized, having a good sense of fairness for both employer and employee rights, and behaving in an ethical manner are all important characteristics possessed by the best HR
This question is intended to generate thoughtful discussion about students’ views regarding various management styles as well as management's actual role in motivating those working in a hospitality organization.It is also important for students to recognize that their own environmental
1. Many employees in the hospitality industry hold more than one job. What are some reasons why they do so?2. How can Larry determine whether this situation warrants the future development of a “second job” (or moonlighting) policy?3. As an HR specialist, what specific issues would you advise
1. How do you think the restaurant’s policy affects each of the following HR functional areas:Staffing the operationDeveloping staffMotivating staffMaintaining staff2. Why do you think paid vacations are so frequently used by many businesses in an effort to motivate employees?3. The hospitality
This question allows students to contrast the goals of managers and workers in a hospitality organization. In some cases the goals will be identical. Examples include a desire for fair treatment, equitable pay, and rewarding work. In other cases, the goals may be different. For example, managers
1. Would you change the recordkeeping system that has been used?2. What alternatives could Sara suggest to Dave that would help the restaurant save time and money in maintaining these records?3. What role could advanced technology play in helping solve this problem?
The purpose of this question is to make students aware of the importance of their own HR-related actions. It certainly is the case that individual managers can be held civilly, and sometimes even criminally, responsible for their actions at work. While this question is not intended to scare
1. Draft a two-paragraph statement explaining your policy for use in your employee handbook.• Ease recordkeeping• Be easily explainable to employees• Represent fairness as defined by the student2. Draft a two-paragraph statement explaining the policy and procedure employees would use when
Hospitality trade associations often lobby to influence proposed labor-related legislation. Given the diversity of opinion that often accompanies proposed legislation that may be controversial, do you think this is a good use of these associations’ resources? Why?
The jurisdiction of an employment law refers to thea. Penalties imposed for violating the law.b. Size of business to which the law applies.c. Geographic area in which the law is enforceable.d. Steps managers must take to be in compliance with the law.
What do you think of the “time off” request system in use at the Windjammer?
Discrimination based on physical appearance is not expressly prohibited by the Civil Rights Act. As a result, some hospitality organizations hire only “attractive” staff members for many of their front of house and service positions. Do you think that doing so is good for business? Do you think
Which law requires restaurants to provide handicap parking spaces for guests?a. The Clayton Actb. Americans with Disabilities Actc. Age Discrimination in Employment Actd. Patient Protection and Affordable Care Act
1. If you were an Unemployment Compensation administrative hearing judge in this case, would you initially be more likely to side with the employee or the hotel?2. How would you likely answer the following specific questions asked by the administrative hearing judge?a. Is there a distributed list
The Patient Protection and Affordable Care Act (ACA) was controversial at the time of its passage and remains so today. Do you think its passage was good for business? For hospitality industry workers? Explain your answers.
Garnishment is a court ordered action that affectsa. A worker’s pay.b. Employee working conditions.c. A worker’s right to join a union.d. Management’s right to discharge a worker for good cause.
In some cases Americans working internationally have been seen as not having respect for local laws and customs of their host countries, including those related to employer–employee relations. Assume you were an international manager and you encounter an employment practice that would be illegal
Governmental rules and regulations defining allowable employee/employer conduct area. Rarely changed.b. Modified as society evolves.c. Only changed at the request of employers.d. Easily changed at the request of employees.
Which governmental entity is responsible for administering worker’s compensation programs affecting employees who are injured on the job?a. Cityb. Countyc. Stated. Federal
Which federal law gave restaurant employees the right to organize and bargain collectively?a. Civil Rights Actb. Railway Labor Actc. Fair Labor Standards Actd. National Labor Relations Act
Which federal law regulates the conditions under which minors can be employed?a. Civil Rights Actb. Railway Labor Actc. Fair Labor Standards Actd. National Labor Relations Act
What is the minimum age at which minors can be employed outside of school hours in nonmanufacturing jobs?a. 12b. 13c. 14d. 15
What is the minimum age at which workers can be employed in hazardous occupations?a. 18b. 19c. 20d. 21
Which federal law requires employees to be paid overtime for hours worked in excess of 40 per week?a. Clayton Actb. Civil Rights Actc. Fair Labor Standards Actd. National Labor Relations Act
Which governmental entity is responsible for regulating interstate commerce?a. Cityb. Countyc. Stated. Federal
Review the discussion in this chapter about external and internal influences on HR activities.a. What are additional examples of external and internal influences on each of the basic HR activities that are identified?b. How might a staff HR specialist in a multiunit hospitality organization assist
1. Should Tonya recommend offering Naomi the promotion to executive chef at Hawk Hollow?2. Based on Chef Hayhoe’s evaluation, what would you advise Tonya to do if her own boss opposed her recommendation to promote Naomi?3. Do you feel it would be appropriate to inform the new client (Hawk Hollow)
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