Question 1

What is true about nonprogrammed decisions that require creativity?

Accepted Answer

A)  They are most often made by line-level employees. 
B)  They are repetitive. 
C)  They are made infrequently. 
D)  They are routinely made. 
A)  They are most often made by line-level employees. 
B)  They are repetitive. 
C)  They are made infrequently. 
D)  They are routinely made. C

Question 2

Human relations in business refers to the skills needed to understand and effectively

Accepted Answer

A)  interact with other people. 
B)  service hotel guests. 
C)  manage staff. 
D)  generate a profit. 
A)  interact with other people. 
B)  service hotel guests. 
C)  manage staff. 
D)  generate a profit. A

Question 3

The ability to forecast future demand for guest rooms is an example of a GM's

Accepted Answer

A)  conceptual skills. 
B)  technical skills. 
C)  administrative skills. 
D)  interpersonal skills. 
A)  conceptual skills. 
B)  technical skills. 
C)  administrative skills. 
D)  interpersonal skills. B

Question 4

Which is an example of a GM's negative interaction with hotel employees?

Accepted Answer

A)  Welcoming new staff members during orientation programs 
B)  Providing non-job-related advice when requested 
C)  Confronting staff members known to be stealing 
D)  Mentoring younger workers 
A)  Welcoming new staff members during orientation programs 
B)  Providing non-job-related advice when requested 
C)  Confronting staff members known to be stealing 
D)  Mentoring younger workers

Question 5

Which is a collection of understandings shared by the hotel's staff members that influence decision-making and is passed on to new employees?

Accepted Answer

A)  Empowerment 
B)  Mission statement 
C)  Organizational culture 
D)  Organization chart 
A)  Empowerment 
B)  Mission statement 
C)  Organizational culture 
D)  Organization chart

Question 6

Which describes how hotel employees are intended to act?

Accepted Answer

A)  Core values 
B)  Mission statement 
C)  Organizational culture 
D)  Moment of truth 
A)  Core values 
B)  Mission statement 
C)  Organizational culture 
D)  Moment of truth

Question 7

GMs demonstrate a lack of managerial ability or reflect unrealistic expectations on the part of the hotel's ownership when they

Accepted Answer

A)  work 5 to 6 days per week. 
B)  interact with line-level employees. 
C)  work an excessive number of hours per week. 
D)  interact with guests. 
A)  work 5 to 6 days per week. 
B)  interact with line-level employees. 
C)  work an excessive number of hours per week. 
D)  interact with guests.

Question 8

Which is a contemporary,rather than a traditional,managerial approach or viewpoint?

Accepted Answer

A)  Manager-focused work units 
B)  Strict hierarchy of control 
C)  Short-term human resource strategies 
D)  Empowerment of workers 
A)  Manager-focused work units 
B)  Strict hierarchy of control 
C)  Short-term human resource strategies 
D)  Empowerment of workers

Question 9

Effectively negotiating with vendors and suppliers is an example of a GM's

Accepted Answer

A)  administrative skills. 
B)  conceptual skills. 
C)  technical skills. 
D)  interpersonal skills. 
A)  administrative skills. 
B)  conceptual skills. 
C)  technical skills. 
D)  interpersonal skills.

Question 10

In most cases,today's hotel general managers work

Accepted Answer

A)  a longer work week than did their counterparts in the past. 
B)  a shorter work week than did their counterparts in the past. 
C)  the same amount of time each week as did their counterparts in the past. 
D)  twice as many hours per week as do a hotel's hourly paid workers. 
A)  a longer work week than did their counterparts in the past. 
B)  a shorter work week than did their counterparts in the past. 
C)  the same amount of time each week as did their counterparts in the past. 
D)  twice as many hours per week as do a hotel's hourly paid workers.

Question 11

One task of general managers is to improve quality while,at the same time,

Accepted Answer

A)  decreasing productivity. 
B)  increasing productivity. 
C)  encouraging downsizing. 
D)  discouraging downsizing. 
A)  decreasing productivity. 
B)  increasing productivity. 
C)  encouraging downsizing. 
D)  discouraging downsizing.

Question 12

The hospitality industry is labor intensive.That means that businesses in the industry

Accepted Answer

A)  will find it difficult to make a profit. 
B)  require many staff members to operate properly. 
C)  will find it easy to make a profit. 
D)  require few staff members to operate properly. 
A)  will find it difficult to make a profit. 
B)  require many staff members to operate properly. 
C)  will find it easy to make a profit. 
D)  require few staff members to operate properly.

Question 13

During which hotel-initiated activity would a new employee be told where to park her car when she comes at work?

Accepted Answer

A)  Recruitment 
B)  On-boarding 
C)  Orientation 
D)  Induction 
A)  Recruitment 
B)  On-boarding 
C)  Orientation 
D)  Induction

Question 14

Reorganizing hotel departments or work sections within departments is a process referred to as

Accepted Answer

A)  downsizing. 
B)  mentoring. 
C)  reengineering. 
D)  administration. 
A)  downsizing. 
B)  mentoring. 
C)  reengineering. 
D)  administration.

Question 15

Which is an example of a GM's positive interactions with hotel employees?

Accepted Answer

A)  Taking disciplinary action against an employee 
B)  Mentoring younger workers 
C)  Terminating a staff member 
D)  Assigning extra work to cover-no-show employees 
A)  Taking disciplinary action against an employee 
B)  Mentoring younger workers 
C)  Terminating a staff member 
D)  Assigning extra work to cover-no-show employees

Question 16

Which is an example of horizontal communication?

Accepted Answer

A)  A department head talks to a supervisor. 
B)  A department head talks to another department head. 
C)  A supervisor talks to one of her employees. 
D)  A general manager talks to a front office manager. 
A)  A department head talks to a supervisor. 
B)  A department head talks to another department head. 
C)  A supervisor talks to one of her employees. 
D)  A general manager talks to a front office manager.

Question 17

Most hotel GMs face change-related challenges caused by

Accepted Answer

A)  a decrease in business volume. 
B)  an increase in business volume. 
C)  a decreasingly diverse workforce. 
D)  an increasingly diverse workforce. 
A)  a decrease in business volume. 
B)  an increase in business volume. 
C)  a decreasingly diverse workforce. 
D)  an increasingly diverse workforce.

Question 18

The process by which a new employee is welcomed and integrated into the hotel is called

Accepted Answer

A)  recruitment. 
B)  on-boarding. 
C)  orientation. 
D)  induction. 
A)  recruitment. 
B)  on-boarding. 
C)  orientation. 
D)  induction.

Question 19

Off-boarding refers to the process used when an employee

Accepted Answer

A)  requests time off. 
B)  is cross-trained. 
C)  leaves the employment of the hotel. 
D)  is selected for a cross-functional team. 
A)  requests time off. 
B)  is cross-trained. 
C)  leaves the employment of the hotel. 
D)  is selected for a cross-functional team.

Question 20

Which activity would first be undertaken if a hotel manager were seeking new employees to fill current staff vacancies?

Accepted Answer

A)  Recruitment 
B)  On-boarding 
C)  Orientation 
D)  Induction 
A)  Recruitment 
B)  On-boarding 
C)  Orientation 
D)  Induction

What is true about nonprogrammed decisions that require creativity?

Human relations in business refers to the skills needed to understand and effectively

The ability to forecast future demand for guest rooms is an example of a GM's

Which is an example of a GM's negative interaction with hotel employees?

Which is a collection of understandings shared by the hotel's staff members that influence decision-making and is passed on to new employees?

Which describes how hotel employees are intended to act?

GMs demonstrate a lack of managerial ability or reflect unrealistic expectations on the part of the hotel's ownership when they

Which is a contemporary,rather than a traditional,managerial approach or viewpoint?

Effectively negotiating with vendors and suppliers is an example of a GM's

In most cases,today's hotel general managers work

One task of general managers is to improve quality while,at the same time,

The hospitality industry is labor intensive.That means that businesses in the industry

During which hotel-initiated activity would a new employee be told where to park her car when she comes at work?

Reorganizing hotel departments or work sections within departments is a process referred to as

Which is an example of a GM's positive interactions with hotel employees?

Which is an example of horizontal communication?

Most hotel GMs face change-related challenges caused by

The process by which a new employee is welcomed and integrated into the hotel is called

Off-boarding refers to the process used when an employee

Which activity would first be undertaken if a hotel manager were seeking new employees to fill current staff vacancies?

Overview of the Hotel Industry

The Guest Service Imperative

The Hotel General Manager

Human Resources

Accounting

Revenue Management

Sales and Marketing

The Front Office

House-Keeping

Food and Beverage

Property Operation and Maintenance

Personal Safety and Property Security

Franchise Agreements and Management Contracts

Managing in the Global Hotel Industry

Filters

Exam 4: General Managers Are Leaders

What is true about nonprogrammed decisions that require creativity?

Human relations in business refers to the skills needed to understand and effectively

The ability to forecast future demand for guest rooms is an example of a GM's

Which is an example of a GM's negative interaction with hotel employees?

Which is a collection of understandings shared by the hotel's staff members that influence decision-making and is passed on to new employees?

Which describes how hotel employees are intended to act?

GMs demonstrate a lack of managerial ability or reflect unrealistic expectations on the part of the hotel's ownership when they

Which is a contemporary,rather than a traditional,managerial approach or viewpoint?

Effectively negotiating with vendors and suppliers is an example of a GM's

In most cases,today's hotel general managers work

One task of general managers is to improve quality while,at the same time,

The hospitality industry is labor intensive.That means that businesses in the industry

During which hotel-initiated activity would a new employee be told where to park her car when she comes at work?

Reorganizing hotel departments or work sections within departments is a process referred to as

Which is an example of a GM's positive interactions with hotel employees?

Which is an example of horizontal communication?

Most hotel GMs face change-related challenges caused by

The process by which a new employee is welcomed and integrated into the hotel is called

Off-boarding refers to the process used when an employee

Which activity would first be undertaken if a hotel manager were seeking new employees to fill current staff vacancies?

Overview of the Hotel Industry

The Guest Service Imperative

The Hotel General Manager

Human Resources

Accounting

Revenue Management

Sales and Marketing

The Front Office

House-Keeping

Food and Beverage

Property Operation and Maintenance

Personal Safety and Property Security

Franchise Agreements and Management Contracts

Managing in the Global Hotel Industry

Filters