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business
management in the hospitality industry

Questions and Answers of Management In The Hospitality Industry

Before terminating an employee, managers should ask themselves A. If the employee understood the rules or the policies.B. If there is an actual written policy that supports the termination.C. If past
Explain why managers who are given responsibility to accomplish tasks and meet goals must also be given authority to do so. Provide examples from your own experiences when this concept was both
Assume you have just given an employee a written warning for coming to work late. This is the third time this month that the employee has violated the policy. How long do you feel the written warning
With respect to employees in the hospitality industry, how effective do you feel suspension, as a disciplinary procedure, would be? Why? Would there be circumstances in which suspension would be less
Why do managers sometimes delay the disciplinary process, and when they do, what sort of problems may this delay create? Aside from creating problems for the manager, do problems arise for the
List and explain some of the legal ramifications that management must consider both before creating an employee discipline policy as well as when administering discipline. What steps can managers
List and discuss all of the potential problems that Ron observed during his visit to the bar. How serious are the infractions observed by Ron? Are any of the infractions serious enough to warrant
When management receives Ron’s report, what do you think the reaction will be? Why? Do you feel that management should discipline Luke? If so, how exactly should they approach him? Should the
If management decides to terminate Luke based upon the contents of the mystery shopper’s report, what assurances are needed from the mystery shopper company? Why?
Based on Ron’s behavior in this case study, does he appear to be someone who is reliable and someone whose reports are reliable? Explain. What special skills and characteristics should a successful
Explain the relationship between employee motivation and quality leadership.
Define motivation and discuss early theories of motivation.
Explain how management implements motivational strategies.
Define leadership and identify the similarities and differences between leadership and management.
Discuss the evolution of leadership theories and their impact on modern management.
Explain the difference between formal and informal authority.
Define technical skills, human relations skills, and conceptual skills, and explain their importance to the overall success of a hospitality manager or supervisor.
Evaluate the importance of adopting your own leadership style.
Managers cannot motivate employees; only employees can motivate themselves.A. True B. False
Early motivational theories focused on charismatic leaders to determine which traits would best define motivational leadership.A. True B. False
Theory Y model of leadership suggests that people actually like to work and that they derive satisfaction from their jobs under the proper conditions.A. True B. False
McGregor’s later theories of motivation led to participative management.A. True B. False
The style of leadership that works best in today’s hospitality industry is the laissez-faire style.A. True B. False
This theory of motivation states that employee motivation and job performance is dependent upon how the employee perceives the fairness of the reward.A. The employee empowerment theory B. The
Which style of leadership would be best when training inexperienced kitchen employees on the proper method for operating a deep fryer?A. Autocratic style B. Bureaucratic style C. Democratic style D.
Which of Maslow’s five needs defines the employee’s need to feel like he is an integral part of the company?A. Physiological needs B. Safety and security needs C. Social or belonging needs D.
According to Herzberg, job dissatisfiers are referred to as A. Deficit needs B. Process factors C. Higher-level needs D. Hygiene factors
The Human Relations Model of employee motivation focuses primarily on A. Employee wages B. Employee social relations C. Leadership personality traits D. Leadership behavioral traits
Explain which leadership style—autocratic, bureaucratic, democratic, or laissez-faire—would be most effective when dealing with a hotel sales manager who you recently hired to boost corporate
Apply Maslow’s Hierarchy to a typical hotel or restaurant kitchen where employee morale and motivation is low. What specific conditions would you want to investigate to ensure that employee needs
Describe two or three situations that may occur in either a hotel or a restaurant when management decides that the autocratic style is the best leadership style to use. Explain why you chose the
Compare and contrast the traits and behaviors of an effective manager with whom you have worked with those of an ineffective manager. How did their personality traits and behaviors differ? Were there
Explain employee empowerment in your own words and write a short policy in which you empower the waitstaff in your full-service restaurant. Be sure to include the reasons that you are empowering the
Identify key factors that have contributed to the labor shortage and its effect on the hospitality industry workforce. LO1
Define the term labor market. LO1
Define the term demographics and explain how changes in demographics affect the workforce. LO1
Provide examples of how industry-related organizations such as the National LO1
Restaurant Association and the American Hotel & Lodging Association can be of assistance to lodging and food service operators. LO1
Define customer motivations, needs, and expectations (MNEs) and explain their impact on lodging and food service operations. LO1
Identify the importance of employee training, motivation, and leadership in order to meet customer MNEs. LO1
Most hotel and restaurant managers operate in an environment where the number of interested and available job seekers far exceeds the number of positions to be filled. LO1 A. True B. False
Today’s hotel and restaurant customers are not as industry-savvy as customers in past decades. LO1 A. True B. False
The Educational Institute of the American Hotel & Lodging Association provides resources to assist struggling owners and managers in improving their lodging operations. LO1 A. True B. False
Training has no real impact on overall customer service and customer satisfaction. LO1 A. True B. False
By the year 2010, the white labor force is expected to grow less than the Asian and Hispanic workforce. LO1 A. True B. False
The baby boom generation was born between the years of: LO1 A. 1900 to 1932 B. 1933 to 1945 C. 1946 to 1964 D. 1965 to 1981
Nontraditional hospitality industry workers include the following: LO1 A. Displaced homemakers B. Recent immigrants C. Retirees D. All of the above
The National Restaurant Association estimates that by the year 2015, restaurant industry employment will reach: LO1 A. 14 million B. 11 million C. 9 million D. None of the above
In order to provide quality products and services to customers and guests, employees must: LO1 A. Be paid higher than average industry wages B. Have formal hospitality industry education C. Be
Employee turnover can have a negative impact on which of the following: LO1 A. Employee morale B. Hotel or restaurant product quality C. Hotel or restaurant service quality D. All of the above
Visit the Web sites of both the National Restaurant Association’s Educational Foundation (www.nraef.org) and the Educational Institute of the American Hotel & Lodging Association (www.ei-ahla.org)
Describe an ethical dilemma that you have either encountered or witnessed in either your work experience or in your personal life. Were any of the 10 Ethical Principles for Hospitality Managers in
Choose two or three of the dining scenarios presented in Figure 1.3 and make a list of the diners’ MNEs for each. Explain how the diners’ MNEs would influence this choice of restaurant. LO1
Interview the manager or owner of a small, local hospitality business in your area. Determine from your interview the manager’s key challenges in hiring and retaining quality workers. Does the
Visit a local hospitality business in your area and observe whether the establishment has employees who may be classified as “nontraditional workers.” You may also choose to use your own personal
How could procedures at this restaurant be changed to prevent such occurrences from happening in the future? Be specific and explain your reasoning. LO1
How would the restaurant ultimately have benefited if the owner handled things differently? Please explain your response in detail. LO1
The restaurant’s cost for one order of garlic breadsticks is $0.32. What are the real costs to this restaurant as a result of the owner’s reaction to Mrs. Johnson? Please explain how you define
If you were Mrs. Johnson, would you tell others about your experience at this restaurant? Why or why not? LO1
Recognize the importance of prescreening job applicants and the negative consequences that may occur if this phase of the hiring process is not completed. lo1
Understand the concepts of negligence, liability, and reasonable care. lo1
Define common law and apply it to the employment relationship. lo1
Define at-will employment. lo1
Understand the rights of individuals in the workplace. lo1
Identify the various circumstances that provide an employee with the grounds for filing a suit against his or her employer. lo1
All states in the United States follow British common law. lo1 A. True B. False
Many smaller hospitality operations find preemployment screening to be too expensive or too time consuming. lo1 A. True B. False
According to Hospitality News, more than 65 percent of all job applicants have some kind of criminal record. lo1 A. True B. False
Common law requires that hotel and restaurant managers insure their customers’ safety and security regardless of whether or not incidents that could cause harm or injury are foreseeable. lo1 A.
The McDonald’s Corporation won the infamous hot-coffee lawsuit because most people thought the lawsuit was stupid. lo1 A. True B. False
Employees working in at-will states can be terminated: lo1 A. at any time.B. for any reason.C. for no reason.D. All of the above.
Employees working in just-cause states can be terminated lo1 A. for any reason.B. for a proper and just reason.C. for no reason.D. All of the above.
Constructive discharge occurs when the following occurs: lo1 A. A manager fires an employee for stealing.B. a manager fires an employee for harassing another employee.C. an employee quits or resigns
Defamation by libel occurs in: lo1 A. written form.B. verbal form.C. written or verbal form.D. contract form.
Managers who fail to properly secure and protect sensitive employee personnel files could be sued for: lop5 A. slander.B. defamation of character.C. invasion of privacy.D. wrongful discharge.
Joe has applied to be a line cook in your restaurant, and he has considerable experience as well as solid references. His position will require that he occasionally drive the company van to assist
Sally worked as a room attendant in your hotel for six years. You terminated Sally two months ago because you suspected her of stealing guest’s valuables while she cleaned the guest rooms. You have
Conduct a general Internet search and find four or five examples of recent lawsuits brought against a hotel or restaurant. Try to narrow your search to include only lawsuits having to do with
You are the general manager of an old-fashioned ice cream parlor located within a hotel. In addition to the usual menu items, you make and sell frozen ice cream cakes, which you proudly display in a
Conduct a general Internet search and locate two or three companies in the hospitality industry business that provide preemployment screening. What kinds of services do the companies offer? If you
Since it is unlikely that Erica Stovall will ask Mr. Jacobson whether or not Lindsey is a thief, should Jacobson volunteer this information? If so, how should he present this information? If not,
If Mr. Jacobson chooses not to volunteer the information, could his hotel possibly face any liability in the future if the Wyandotte Hotel hires Lindsey and later learns the truth? Explain. lop5
If Mr. Jacobson decides to tell Erica Stovall that Lindsey was terminated for theft, what might be the legal ramifications, if any, for the Argos Hotel?Explain your answer. lop5
What steps and procedures should the Argos Hotel implement in the event that any future employees are caught stealing and have to be terminated?Please explain in detail. lop5
Understand how the U.S. government shapes the union-management framework through laws and their interpretation.
Identify illegal management and union activities as defined by the National Labor Relations Act (NLRA).
Define the National Labor Relations Board’s (NLRB) role in enforcing the NLRA.
Define right-to-work state.
Outline the typical organization structure of a local union.
Identify key hospitality industry unions and their areas of geographic relevance.
Describe the typical steps taken to resolve grievances.
Identify the steps taken in the union organization process.
Understand the reasons why some employees may desire to join a union.
Describe actions that a manager can take to provide a positive work environment.
A hospitality manager may fire any employee who attempts to organize a union.A. True B. False
The hospitality industry is not heavily unionized except in some major metropolitan U.S. cities.A. True B. False
When a hospitality business is unionized, the union is responsible for maintaining positive management-employee relations.A. True B. False
Employees who are satisfied with their wages and salaries and who feel like management takes an interest in them and their professional future will often have little interest in joining a union.A.
New employees at unionized companies in nonright-to-work states may not be required to join a union or pay union dues.A. True B. False
An example of a multiunion association is which of the following?A. The Airline Pilots Association B. The Hotel Employees and Restaurant Employees International C. The Change to Win Coalition D. The

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