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business
management in the hospitality industry

Questions and Answers of Management In The Hospitality Industry

What might the preferred customer do if they are denied space and usage of the convention center?LO.1
How can this situation be avoided in the future?LO.1
What are associations and what is their purpose?LO.1
List the number of different people and organizations involved with meetings, conventions, and expositions.LO.1
List the primary sources of revenue and expenses involved in holding a meeting, a convention, and an exposition.LO.1
Describe the main types of meeting setups.LO.1
Explain the difference between an exposition and a convention.LO.1
List the duties of CVBs.LO.1
Describe the topics a meeting planner needs to deal with before, during, and after a meeting.LO.1
Organization: Global Event Management (GEM)Web site: www.geventm.com Summary: This is an event management, creative communications and experiential marketing agency headquartered in Dubai. They have
Organization: Wizcraft Web site: http://www.wizcraftworld.com/Summary: Wizcraft is an Indiabased communication and entertainment company that caters to a global audience. It has a client base that
Organization: Catalyst Event Solutions Web site: www.catalystevents.com.au Summary: Catalyst Event Solutions is a conference and event management company in Sydney that offers both single services,
Make a master plan that includes the necessary steps to hold a meeting or seminar on careers in hospitality management.LO.1
Contact meeting planners in your area and, with permission of your professor, invite them to speak to the class about their work and how they do it. Prepare questions in advance so that they may be
Give some differences between a daily event and a special event.LO.1
Name the stages in the event planning process.LO.1
What event business continues to lead the industry?LO.1
What key skills must a person entering the charity ball category possess?LO.1
What is project management?LO.1
What can Jessica do to get this exhibition to use the convention center without inconveniencing either exhibition too much?LO.1
How can technology assist event managers in their work?LO.1
Why is empowerment of the event team an important task for the event manager?LO.1
Go to www.ises.com and click on“Education.” Look for Event World to see what an ISES Event World can do for professional development, and who should attend.LO.1
Go to www.mpiweb.org/home and click on career development—see what Career Connections has to offer job seekers?LO.1
Make a plan for a local event in your area. List all the headings and formulate a budget.LO.1
Attend a special event. Write a brief report on the event and its planning and organization.LO.1
Special events differ from daily events. They occur spontaneously, invite expectations, are planned, and recognize a unique moment in time with ceremony and ritual to satisfy specific needs.LO.1
The special event industry is a growing field that will provide many professional career opportunities in event management and planning.LO.1
Special event planners and managers have filled a “need” that was first introduced at hotels and convention centers. They are responsible for planning the event, from start to finish.LO.1
The special event industry can be grouped into several smaller classifications including corporate events, association events, charity balls and fund-raising events, social functions, fairs and
The event planning process includes the following steps: research, design, planning, coordination, and evaluation.LO.1
Special event planners can work in a variety of settings. They range from hotels/resorts, convention centers, and private clubs to self-employment.LO.1
Critical skills and abilities that are required for a career in special event management include leadership skills, effective communication, project management skills, negotiating skills,
The special event industry has its own selection of professional associations that offer certification, continuing education, and networking to their members. The International Special Events Society
The management of time and finances, along with the utilization of technology and human resources, are event planning tools that can be used to your advantage as you pursue a career in this field.LO.1
The special events industry does not have rigid boundaries. Closely related fields that may overlap include catering, marketing, sales, and entertainment.LO.1
Describe the benefits of providing new-employee orientation.
Identify areas that should be covered in new-employee orientation.
Explain why orientation should precede job training.
Recognize that a new-employee orientation program helps to improve employee retention.
Identify the manager or supervisor’s role in new-employee orientation.
Employee orientation should only be conducted after a new employee has been fully trained.A. True B. False
In large hospitality organizations, the human resources department is responsible for conducting the entire new-employee orientation program.A. True B. False
Most new-employee orientation sessions in small hospitality operations take less than two hours to complete.A. True B. False
The most successful orientation programs can best be characterized as “trial by fire.”A. True B. False
New-employee orientation benefits the company, management, and the new employee.A. True B. False
Which of the following topics should not be covered during new-employee orientation?A. An overview of the company and its philosophy B. Meeting managers, supervisors, and coworkers C. Specific
In smaller hospitality operations, who should assume the role of conducting new-employee orientation?A. The human resources department B. The general manager or the owner C. The employee’s
Which is not a benefit to employee orientation?A. Helps new employees see how they “fit” into the organization overall B. Could possibly reduce employee turnover C. Provides time for new
The critical period between the time a new employee begins a new job and the time that the employee makes up his or her mind about staying or quitting is usually A. 90 or more days B. 60 to 90 days
When a new employee has feelings of anxiety, the result could be which of the following?A. Learning could be hindered.B. Such feelings could be an obstacle to effective training.C. New workers may
Explain in your own words the process of socialization, and give examples from your own work experiences in which you may have undergone this process. If you have no specific work experiences to draw
Assume you own or manage a small food service or lodging operation.Prepare an outline that details each of the topics you will cover during new-employee orientation. Also, determine who among your
Prepare some ideas for two or three learning games that could be implemented during new-employee orientation. Try to match the “game” with one of the learning objectives in the orientation plan
For example, you might play the “name game” as described earlier in this chapter as a fun way to help a new employee remember the names and faces of key personnel. Be prepared to share your ideas
Because it is important to send a new employee home after his first day of work with some positive experience, come up with two or three ways that this could be done in a typical hospitality setting.
What should the owners’ first step be to control the escalating turnover rates? What areas of the operation should they focus on to uncover the apparent flaws in the orientation and training
How might Alma have better prepared her “loyal team” for taking over orientation and training responsibilities? Which aspects of orientation and training should a restaurant’s owner or manager
If the restaurant were franchised and part of a large chain, how might a chain’s system of orientation and training differ from that which Alma and Louise have put into place? What similarities
Are the challenges Alma and Louise are facing unique to such independent restaurant owners and operators or are they commonplace? Explain your answer in detail.
Define communication and explain its importance as a management tool.
Contrast formal and informal methods of communication.
Discuss the common forms of upward and downward communication used by supervisors and managers in the hospitality industry.
Outline circumstances that call for verbal, written, and electronic communication methods.
List common barriers to effective communication and describe techniques for overcoming such barriers.
Explain the difference between active and passive listening.
Identify guidelines for providing positive and negative employee feedback.
Management-by-walking-around (MBWA) is a formal, written communication system that has been in place at the Marriott Hotel Corporation for more than 75 years.A. True B. False
Formal communication systems are always preferred to informal communication systems because otherwise, employees will not pay attention to the information being sent.A. True B. False
In organizations with open door policies, employees are sometimes reluctant to take a problem to their boss or to their boss’s boss.A. True B. False
Keeping employees in the dark about company concerns will often fuel gossip and rumors, but that is okay because most managers find this information useful.A. True B. False
Downward communication is normally initiated by employees who are lower in the organization’s hierarchy.A. True B. False
Which of the following is not a key benefit of verbal communication?A. It works well when the message is complex.B. It works well because it can deliver large amounts of information with speed and
Differences in background is a common obstacle to effective communication because of all of the following except:A. Individuals may not share the same education levels.B. Individuals may not share
Active listening techniques involve all the following except:A. Empathy B. Acceptance C. Intensity D. Emotion
Positive feedback seeks to accomplish which of the following?A. Ignore employee morale B. Reinforce negative stereotypes C. Reinforce positive behavior or actions D. All of the above
Which of the following is not a guideline for providing effective feedback?A. Always wait a few days before delivering negative feedback so as to keep your emotions in check.B. Focus on specific
Provide some examples of how information has flowed through the employee grapevine where you work now or where you have worked in the past. Was the information gathered from the employee grapevine
Do your own Web research on Internet etiquette, or netiquette. Give examples of the types of communication shortcuts that can be used when sending or replying to e-mail. How do these shortcuts impede
Construct three separate e-mail messages that would properly address each of the following scenarios: (1) a message to your boss explaining why last month’s food cost percent in the restaurant was
Following is a list of industry jargon (words, phrases, abbreviations) that is common in the hospitality and tourism industry. Review the list and write the meaning of those items on the list with
Could Chef Todd have approached this meeting with his kitchen staff in a better, more organized fashion? What were some problems with the way he chose to communicate the restaurant’s news to the
What feedback errors and communication blunders has Keith made during his first evening as sous chef of the restaurant? How can he overcome these errors and reestablish good employee morale?
Should the rest of the kitchen staff go to Chef Todd with their concerns?What might be the result if they do? If you were in Chef Todd’s shoes, how might you counsel the newly promoted sous chef?
Should things get worse for Erica, should she quit and, thus, terminate her internship, which may delay her graduation, or should she stick it out? Explain the reasons for you response.
Identify four common instances in which discipline is necessary and explain how management can avert them.
Understand the difference between preventive and corrective discipline.Explain progressive discipline and the importance of management’s involvement when it is administered.
Describe the six don’ts of discipline and their negative impact on an effective disciplinary process.
Describe the five dos of effective discipline and explain the importance of each.
List three critical factors that will help you know when it is time to fire a problem employee.
Recognize the legal implications of termination and discipline.
Rules that are written or unwritten are sufficient when administering an employee discipline policy so long as everyone understands the rules.A. True B. False
Managers cannot terminate employees who are in their beginning probationary period of work in at-will-employment states.A. True B. False
Employee misconduct and disciplinary actions should be documented on the employee’s performance evaluation.A. True B. False
Improperly trained employees may become disciplinary problems in the workplace.A. True B. False
If management observes an employee violating a minor policy, it is okay to counsel the employee in front of coworkers so long as management does not yell at the employee.A. True B. False
All of the following are examples of internal environmental factors that may cause disciplinary problems except A. Lack of training.B. Improper employee supervision.C. Financial troubles that the
The goal of employee discipline should be to A. Punish employees who violate rules and regulations.B. Show employees who is the boss.C. Document problems in the event that the employee must later be
Before administering discipline, management should only conduct a thorough investigation A. If they do not believe the employee’s story.B. If they have adequate time to conduct such an
An employee who commits an act of gross misconduct would likely be A. Given a verbal warning.B. Given a written warning.C. Suspended with or without pay.D. Terminated immediately.

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