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business
human resources management

Questions and Answers of Human Resources Management

In the near future, which generation of workers will be larger and more diverse than the Baby Boomer generation?a. Generation Xb. Generation Yc. Generation Zd. Millenniums
A more experienced worker provides professional advice to a less-experienced staff member. When this occurs, the more experienced worker is serving as aa. Mentor.b. Manager.c. Supervisor.d.
What is the first step that HR managers should take when developing formal mentorship programs in their organizations?a. Select mentorsb. Appoint key planning staffc. Identify a cross-functional
To be most effective, a cross-functional team should alwaysa. Comprise new employees.b. Include managers and supervisors.c. Include employees with a wide range of pay rates.d. Comprise employees from
Formal succession planning is easiest when HR managers do ita. Once a year.b. On a daily basis.c. To address long-term needs.d. To address short-term needs.
The positions in an organization that require the greatest attention when initiating succession planning activities are thosea. That pay the most.b. That have the highest levels of turnover.c.
Which type of employee would likely benefit most from a formal career development plan?a. A current employee nearing retirement ageb. A new employee showing excellent potential to advancec. A new
Which activity would best help prepare a worker for career advancement within his or her own hospitality organization?a. Attending local Chamber of Commerce meetingsb. Membership in a work-related
Increasingly, multiunit companies turn to the Internet “cloud” when developing their HR recordkeeping systems. The cloud allows these companies to move critical human resources data from the
Talk to your classmates and employee peers if you are working about how hospitality managers do and should recruit applicants for entry-level positions. Which recruitment venues are best? Which are
The two key factors addressed by using effective on-boarding tactics in an organization are employee welcoming and employeea. Training.b. Coaching.c. Integrating.d. Programming.
1. Do you think Stephanie should be considered a viable candidate for the vacant housekeeping position? Why or why not?2. Assume you were the on-site foodservices director in a large elementary
When do an organization’s on-boarding efforts begin?a. During recruitingb. After selectionc. During orientationd. After training
Discuss two situations in which you as a manager would recruit from within for a current position vacancy and two situations when you would be better served utilizing external recruitment tools.
1. What would you do now if you were Daren? Why?2. What are examples of special orientation tactics that can best help Daren and others without previous healthcare experience adapt to the unique
What is the impact of one’s orientation experiences on his/her ability to perform work that meets required work standards?
1. How do you think most potential job applicants would react to the resort’s reputation of “rough starts; but it gets better after you’ve been working there for a while?”2. Many restaurant
What are some early job experiences that you liked in previous positions you have held? Some that you disliked? How did each of these experiences impact your attitude about the organization, your
How will new employees perceive managers who exhibit a lack of planning and preparation for the employee’s first day at work?a. Busyb. Uncaringc. Overwhelmedd. Cost-conscious
List some training experiences in which you have participated that you did not enjoy. Why did you not like them? How did they hinder your learning experience? What training principles noted in this
If possible, interview a hospitality manager or supervisor and ask:a. What are benefits of training in your operation?b. What are significant obstacles to training in the operation?c. How, if at all,
1. Since the ski resort is large, it likely has an HR department. Is it possible that these specialists are not aware of their property’s problems with orientation programs? If they are, what are
A. What are some first-day-on-the-job experiences that would make you feel good about your employment decision and your new employer? Why would they make you feel good?B. What are some
What is true about the way most employees adjust to their new employment situations?a. They adjust in similar ways.b. Their adjustment varies based on age.c. Their adjustment varies based on race.d.
1. What impact, if any, do you think inadequate orientation programs have on employee retention rates?2. How might you, as a department manager, better determine how the quality of new employee
Assume you were the HR manager responsible for keeping your organization’s employee handbook updated. What process would you use to do so? How would you provide employees with the updated
At what step, in the four-step employee adaptation process, do employees have basic perceptions and attitudes about their new work and their new organization?a. Firstb. Secondc. Thirdd. Fourth
Assume you are the department manager in a hospitality organization, and you are facilitating a staff meeting. Two new employees will begin work in your department next week. Develop an outline about
What is the most likely result if a significant difference exists between what new employees perceive about an organization and what they actually experience?a. Increased turnoverb. Decreased
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.
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
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
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
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
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
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
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
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
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
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
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
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
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.
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
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
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
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
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
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
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
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
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
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
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
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
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
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
“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
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
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.
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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
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

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