Question 1

According to the text, in the hospitality industry the ultimate goal of the supervisor is which of the following?

Accepted Answer

A)  guest satisfaction 
B)  to avoid personnel based lawsuits 
C)  gaining a knowledge of company policies 
D)  maintaining quality performance 
A)  guest satisfaction 
B)  to avoid personnel based lawsuits 
C)  gaining a knowledge of company policies 
D)  maintaining quality performance A

Question 2

Development of a feeling of ownership in the staff member is accomplished through which of the following?

Accepted Answer

A)  empowerment 
B)  assigned duties 
C)  quality benefits 
D)  communication of company vision 
A)  empowerment 
B)  assigned duties 
C)  quality benefits 
D)  communication of company vision A

Question 3

Empowerment is defined as:

Accepted Answer

A)  actively providing plans to team members. 
B)  actively seeking ideas from team members. 
C)  actively micromanaging team members. 
D)  actively reserving the right and power to make decisions. 
A)  actively providing plans to team members. 
B)  actively seeking ideas from team members. 
C)  actively micromanaging team members. 
D)  actively reserving the right and power to make decisions. B

Question 4

The supervisor must have the ability to get it (the work) done:

Accepted Answer

A)  by empowering other people to carry out quality standards of performance. 
B)  by micro-managing staff members to make certain the job is done 
C)  by breaking tasks into very small pieces to make certain staff understand what they are to do 
D)  by having extra staff available to pick-up the slack when needed to get the job done 
A)  by empowering other people to carry out quality standards of performance. 
B)  by micro-managing staff members to make certain the job is done 
C)  by breaking tasks into very small pieces to make certain staff understand what they are to do 
D)  by having extra staff available to pick-up the slack when needed to get the job done

Question 5

According to Bill Marvin the supervisor (coach) should measure their own success:

Accepted Answer

A)  by the success achieved by their players 
B)  by the bottom line of the operations P&L 
C)  by their professional advancement 
D)  by the size of their bonus 
A)  by the success achieved by their players 
B)  by the bottom line of the operations P&L 
C)  by their professional advancement 
D)  by the size of their bonus

Question 6

The coach communicates that ___success and growth.

Accepted Answer

A)  they care about the individual staff member and the team's 
B)  they care about the success of the company and the company's 
C)  they care about the team and the company's 
D)  they care about the company and the team's 
A)  they care about the individual staff member and the team's 
B)  they care about the success of the company and the company's 
C)  they care about the team and the company's 
D)  they care about the company and the team's

Question 7

The three steps in the planning process are which of the following?

Accepted Answer

A)  information gathering, analysis of information, program of action development 
B)  information gathering, program of action development, program evaluation 
C)  analysis of information, analysis of current programs, revision of current programs 
D)  program evaluation, analysis of information, program revision 
A)  information gathering, analysis of information, program of action development 
B)  information gathering, program of action development, program evaluation 
C)  analysis of information, analysis of current programs, revision of current programs 
D)  program evaluation, analysis of information, program revision

Question 8

The first step in all good planning is to plan time to plan.

Accepted Answer

A) True 
 B)False

Question 9

Prior to delegating duties, the supervisor should determine which of the following?

Accepted Answer

A)  Does the team member understand the purpose of the task? 
B)  Has the emphasis been placed on the future or the past? 
C)  Have the training objectives been achieved? 
D)  Has the employee's performance appraisal been completed? 
A)  Does the team member understand the purpose of the task? 
B)  Has the emphasis been placed on the future or the past? 
C)  Have the training objectives been achieved? 
D)  Has the employee's performance appraisal been completed?

Question 10

Which of the following is not an outcome of delegation?

Accepted Answer

A)  supervisor frustration 
B)  cooperation among team members 
C)  trust 
D)  orderly workload distribution 
A)  supervisor frustration 
B)  cooperation among team members 
C)  trust 
D)  orderly workload distribution

Question 11

Good organization is the bringing together all of the necessary elements in a manner that will allow achievement of a

Accepted Answer

A)  plans goal 
B)  task 
C)  financial target 
D)  targeted labor cost 
A)  plans goal 
B)  task 
C)  financial target 
D)  targeted labor cost

Question 12

Major areas of planning for the supervisor do not include which of the following?

Accepted Answer

A)  tracking employee vacation day accrual 
B)  setting and communicating standards of performance 
C)  communicating clear job expectations 
D)  determining training needs 
A)  tracking employee vacation day accrual 
B)  setting and communicating standards of performance 
C)  communicating clear job expectations 
D)  determining training needs

Question 13

Providing effective communication with team members and other departments is a major part of:

Accepted Answer

A)  coaching. 
B)  planning. 
C)  championing. 
D)  delegating. 
A)  coaching. 
B)  planning. 
C)  championing. 
D)  delegating.

Question 14

To succeed as a coach the supervisor needs to be:

Accepted Answer

A)  consistent, objective and fair in performance evaluation 
B)  highly directive 
C)  able to do the job better than anyone they supervise 
D)  friendly and personable 
A)  consistent, objective and fair in performance evaluation 
B)  highly directive 
C)  able to do the job better than anyone they supervise 
D)  friendly and personable

Question 15

Which of the following statements is correct?

Accepted Answer

A)  the supervisor's actions can impact the health and safety of the public being served 
B)  the effect of the supervisor's actions are positive 
C)  ethics is concerned with the determination of the wrong in human behavior 
D)  ethical behavior is not beneficial to the profit of the business 
A)  the supervisor's actions can impact the health and safety of the public being served 
B)  the effect of the supervisor's actions are positive 
C)  ethics is concerned with the determination of the wrong in human behavior 
D)  ethical behavior is not beneficial to the profit of the business

Question 16

A supervisor does not need to have knowledge of government regulations.

Accepted Answer

A) True 
 B)False

Question 17

Effective supervision requires:

Accepted Answer

A)  adaptability combined with quality coaching 
B)  adaptability 
C)  quality coaching 
D)  micro-management 
A)  adaptability combined with quality coaching 
B)  adaptability 
C)  quality coaching 
D)  micro-management

Question 18

The most common form of authority is:

Accepted Answer

A)  authority of position. 
B)  authority given to an individual by those on the team. 
C)  authority imposed on others by an individual. 
D)  authority emanating from emergency action. 
A)  authority of position. 
B)  authority given to an individual by those on the team. 
C)  authority imposed on others by an individual. 
D)  authority emanating from emergency action.

Question 19

The Taft Hartley Act states a supervisor is an individual that has:

Accepted Answer

A)  supervisory skills. 
B)  authority to lay off individuals. 
C)  authority to purchase supplies. 
D)  grievance settlement skills. 
A)  supervisory skills. 
B)  authority to lay off individuals. 
C)  authority to purchase supplies. 
D)  grievance settlement skills.

Question 20

Which of the following hotel companies has won the Malcolm Baldridge National Quality Award?

Accepted Answer

A)  Ritz Carlton 
B)  Hyatt 
C)  Westin 
D)  Hilton 
A)  Ritz Carlton 
B)  Hyatt 
C)  Westin 
D)  Hilton

According to the text, in the hospitality industry the ultimate goal of the supervisor is which of the following?

Development of a feeling of ownership in the staff member is accomplished through which of the following?

Empowerment is defined as:

The supervisor must have the ability to get it (the work) done:

According to Bill Marvin the supervisor (coach) should measure their own success:

The coach communicates that ___success and growth.

The three steps in the planning process are which of the following?

The first step in all good planning is to plan time to plan.

Prior to delegating duties, the supervisor should determine which of the following?

Which of the following is not an outcome of delegation?

Good organization is the bringing together all of the necessary elements in a manner that will allow achievement of a

Major areas of planning for the supervisor do not include which of the following?

Providing effective communication with team members and other departments is a major part of:

To succeed as a coach the supervisor needs to be:

Which of the following statements is correct?

A supervisor does not need to have knowledge of government regulations.

Effective supervision requires:

The most common form of authority is:

The Taft Hartley Act states a supervisor is an individual that has:

Which of the following hotel companies has won the Malcolm Baldridge National Quality Award?

Management

Legal Aspects

Recruiting and Hiring Personnel

Compensation, Benefits and Staff Scheduling

Staff Training

Orientation and Socialization

Performance Evaluation

Environment in the Workplace

Motivation

Building Teams

Respect in the Workplace

Discipline

Management in a Union Environment

Filters

Exam 2: Supervision

According to the text, in the hospitality industry the ultimate goal of the supervisor is which of the following?

Development of a feeling of ownership in the staff member is accomplished through which of the following?

Empowerment is defined as:

The supervisor must have the ability to get it (the work) done:

According to Bill Marvin the supervisor (coach) should measure their own success:

The coach communicates that ___success and growth.

The three steps in the planning process are which of the following?

The first step in all good planning is to plan time to plan.

Prior to delegating duties, the supervisor should determine which of the following?

Which of the following is not an outcome of delegation?

Good organization is the bringing together all of the necessary elements in a manner that will allow achievement of a

Major areas of planning for the supervisor do not include which of the following?

Providing effective communication with team members and other departments is a major part of:

To succeed as a coach the supervisor needs to be:

Which of the following statements is correct?

A supervisor does not need to have knowledge of government regulations.

Effective supervision requires:

The most common form of authority is:

The Taft Hartley Act states a supervisor is an individual that has:

Which of the following hotel companies has won the Malcolm Baldridge National Quality Award?

Management

Legal Aspects

Recruiting and Hiring Personnel

Compensation, Benefits and Staff Scheduling

Staff Training

Orientation and Socialization

Performance Evaluation

Environment in the Workplace

Motivation

Building Teams

Respect in the Workplace

Discipline

Management in a Union Environment

Filters