Question 1

The standards used to judge fairness in a person's dealing with others is referred to as&#10;A) morals.&#10;B) ethics.&#10;C) integrity.&#10;D) justice.

Accepted Answer

Ethics encompasses a system of moral principles that guide behavior and decision-making in areas such as business, medicine, and politics, among others. It serves as a means of determining what is right or wrong in a given situation, and provides a framework for fair dealings with others. Morals refer to an individual's personal beliefs about right and wrong, while integrity refers to adherence to a set of moral and ethical codes in one's personal and professional life. Justice refers to the concept of fairness and the distribution of benefits and burdens within a society. While justice is important in determining what is fair in society, it is not the standard used to judge individual dealings with others.

Question 2

Which is a contemporary,rather than a traditional,managerial approach or viewpoint?&#10;A) Manager-focused work units&#10;B) Strict hierarchy of control&#10;C) Short-term human resource strategies&#10;D) Empowerment of workers

Accepted Answer

Empowerment of workers is a contemporary managerial approach that emphasizes giving employees more autonomy and decision-making power, rather than strict hierarchical control. This approach recognizes the importance of employee motivation and engagement in driving organizational success, and seeks to create a culture of collaboration and innovation. Manager-focused work units and short-term human resource strategies are more traditional approaches to management, while strictly hierarchical control is often seen as outdated and ineffective in modern workplaces.

Question 3

Which skills must be used in almost all management and supervisory positions?&#10;A) Administrative skills&#10;B) Conceptual skills&#10;C) Technical skills&#10;D) Interpersonal skills

Accepted Answer

Interpersonal skills are essential in almost all management and supervisory positions as they involve working with and managing people. These skills include communication, motivation, leadership, teamwork, conflict resolution, and delegation. While administrative, conceptual, and technical skills may be important in certain positions, they are not as universally required as interpersonal skills.

Question 4

During which hotel-initiated activity would a new employee be told where to park her car when she comes at work?&#10;A) Recruitment&#10;B) On-boarding&#10;C) Orientation&#10;D) Induction

Accepted Answer

Orientation is the hotel-initiated activity during which a new employee would be told about the organization's policies, procedures, expectations, and other crucial information that helps them get acclimatized to their new role. Orientation would include information about where to park, employee benefits, work schedules, etc.

Question 5

Effectively negotiating with vendors and suppliers is an example of a GM's&#10;A) administrative skills.&#10;B) conceptual skills.&#10;C) technical skills.&#10;D) interpersonal skills.

Accepted Answer

Negotiating with vendors and suppliers involves communication and building relationships, which require strong interpersonal skills.

Question 6

Which describes how hotel employees are intended to act?&#10;A) Core values&#10;B) Mission statement&#10;C) Organizational culture&#10;D) Moment of truth

Accepted Answer

Core values are the set of guidelines that outline the acceptable behavior or attitudes in an organization. They define how employees are intended to act to uphold the values and principles of the organization. In the context of a hotel, core values might include professionalism, respect, exceptional customer service, and teamwork, among others.

Question 7

Which is a collection of understandings shared by the hotel's staff members that influence decision-making and is passed on to new employees?&#10;A) Empowerment&#10;B) Mission statement&#10;C) Organizational culture&#10;D) Organization chart

Accepted Answer

Organizational culture is a collection of shared understandings, values, beliefs, and behaviors that are passed on to new employees and can influence decision-making within the organization. Empowerment refers to giving employees the authority and responsibility to make decisions, the mission statement is a statement of the organization's purpose and goals, and the organization chart is a visual representation of the hierarchy and structure of the organization.

Question 8

Which is a front-of-house employee?&#10;A) Baker&#10;B) Dishwasher&#10;C) Server&#10;D) Cook

Accepted Answer

A front-of-house employee interacts directly with customers and is responsible for their dining experience. A server is one such employee who takes orders, serves food and beverage, and handles customer requests. Bakers, dishwashers, and cooks are all back-of-house employees who work in the kitchen and are responsible for preparing and cooking food.

Question 9

Human relations in business refers to the skills needed to understand and effectively&#10;A) interact with other people.&#10;B) service hotel guests.&#10;C) manage staff.&#10;D) generate a profit.

Accepted Answer

Human relations in business involve understanding and effectively interacting with other people, including customers, employees, colleagues, and stakeholders. While managing staff and generating a profit are important aspects of business, they are not the primary focus of human relations. Service hotel guests is a specific application of human relations in one industry but not a comprehensive definition of the concept.

Question 10

Reorganizing hotel departments or work sections within departments is a process referred to as&#10;A) downsizing.&#10;B) mentoring.&#10;C) reengineering.&#10;D) administration.

Accepted Answer

Reorganizing hotel departments or work sections within departments refers to restructuring or redesigning processes to improve efficiency in a practice known as reengineering. Downsizing involves reducing the size of an organization or department, while mentoring involves teaching and guiding employees. Administration involves managing the operations of a hotel. Therefore, the correct choice is C, reengineering.

Question 11

The ability to forecast future demand for guest rooms is an example of a GM's&#10;A) conceptual skills.&#10;B) technical skills.&#10;C) administrative skills.&#10;D) interpersonal skills.

Accepted Answer

The answer of The ability to forecast future demand for...

Question 12

The best GM s provide their employees with direction and control&#10;A) when they have time.&#10;B) when their properties are busy.&#10;C) only when needed.&#10;D) at all times.

Accepted Answer

The answer of The best GM s provide their employees...

Question 13

One task of general managers is to improve quality while,at the same time,&#10;A) decreasing productivity.&#10;B) increasing productivity.&#10;C) encouraging downsizing.&#10;D) discouraging downsizing.

Accepted Answer

The answer of One task of general managers is to...

Question 14

Which is an example of horizontal communication?&#10;A) A department head talks to a supervisor.&#10;B) A department head talks to another department head.&#10;C) A supervisor talks to one of her employees.&#10;D) A general manager talks to a front office manager.

Accepted Answer

The answer of Which is an example of horizontal communication?&#10;A)...

Question 15

The hospitality industry is labor intensive.That means that businesses in the industry&#10;A) will find it difficult to make a profit.&#10;B) require many staff members to operate properly.&#10;C) will find it easy to make a profit.&#10;D) require few staff members to operate properly.

Accepted Answer

The answer of The hospitality industry is labor intensive.That means...

Question 16

Which activity would first be undertaken if a hotel manager were seeking new employees to fill current staff vacancies?&#10;A) Recruitment&#10;B) On-boarding&#10;C) Orientation&#10;D) Induction

Accepted Answer

The answer of Which activity would first be undertaken if...

Question 17

The process by which a new employee is welcomed and integrated into the hotel is called&#10;A) recruitment.&#10;B) on-boarding.&#10;C) orientation.&#10;D) induction.

Accepted Answer

The answer of The process by which a new employee...

Question 18

Off-boarding refers to the process used when an employee&#10;A) requests time off.&#10;B) is cross-trained.&#10;C) leaves the employment of the hotel.&#10;D) is selected for a cross-functional team.

Accepted Answer

The answer of Off-boarding refers to the process used when...

Question 19

What is true about nonprogrammed decisions that require creativity?&#10;A) They are most often made by line-level employees.&#10;B) They are repetitive.&#10;C) They are made infrequently.&#10;D) They are routinely made.

Accepted Answer

The answer of What is true about nonprogrammed decisions that...

Question 20

Most hotel GMs face change-related challenges caused by&#10;A) a decrease in business volume.&#10;B) an increase in business volume.&#10;C) a decreasingly diverse workforce.&#10;D) an increasingly diverse workforce.

Accepted Answer

The answer of Most hotel GMs face change-related challenges caused...

Question 21

Which is an example of a GM's positive interactions with hotel employees?&#10;A) Taking disciplinary action against an employee&#10;B) Mentoring younger workers&#10;C) Terminating a staff member&#10;D) Assigning extra work to cover-no-show employees

Accepted Answer

The answer of Which is an example of a GM's...

Question 22

In most cases,today's hotel general managers work&#10;A) a longer work week than did their counterparts in the past.&#10;B) a shorter work week than did their counterparts in the past.&#10;C) the same amount of time each week as did their counterparts in the past.&#10;D) twice as many hours per week as do a hotel's hourly paid workers.

Accepted Answer

The answer of In most cases,today's hotel general managers work&#10;A)...

Question 23

Which is an example of a GM's negative interaction with hotel employees?&#10;A) Welcoming new staff members during orientation programs&#10;B) Providing non-job-related advice when requested&#10;C) Confronting staff members known to be stealing&#10;D) Mentoring younger workers

Accepted Answer

The answer of Which is an example of a GM's...

Question 24

GMs demonstrate a lack of managerial ability or reflect unrealistic expectations on the part of the hotel's ownership when they&#10;A) work 5 to 6 days per week.&#10;B) interact with line-level employees.&#10;C) work an excessive number of hours per week.&#10;D) interact with guests.

Accepted Answer

The answer of GMs demonstrate a lack of managerial ability...

Question 25

Specific management actions designed to reinforce desired performance and eliminate undesired performance are referred to as&#10;A) coaching.&#10;B) discipline.&#10;C) tutoring.&#10;D) instruction.

Accepted Answer

The answer of Specific management actions designed to reinforce desired...

Deck 4: General Managers Are Leaders