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business
management in the hospitality industry

Questions and Answers of Management In The Hospitality Industry

What can be done to offer the best possible lunch food and service?LO.1
How should Jane handle being short a cashier and a dishroom person at breakfast?LO.1
What should Jane do with the food in the defective refrigerator? Should the food that is measured to be above 40°F be saved?LO.1
What are Jane’s options concerning the ice shortage?LO.1
How should Jane handle the president’s function, knowing that the requested desserts have not been delivered?LO.1
If the special dessert cannot be purchased in time, how should the catering supervisor approach this situation when speaking with the president’s office?LO.1
What can be done to ensure that mistakes, such as the one made by the bakery employee, do not happen again?LO.1
What are managed services operations?LO.1
List and explain features that distinguish managed services operations from commercial ones.LO.1
Describe the issues that schools are currently facing concerning school foodservice.LO.1
Explain why you think that it is important for schools and colleges to have a healthy menu for their students. Provide an example of a healthy menu followed by a reputable college in your city.LO.1
Identify recent trends in college foodservice management.LO.1
What are the pros and cons concerning fast-food chains on campus?LO.1
Briefly explain the complex challenges for health care managed services operations.LO.1
Organization: SODEXO Web site: www.sodexo.com Summary: Founded in 1966 in France, Sodexo now has a presence in 80 countries across the globe, offering on-site services, benefits and rewards services,
Identify the different organizations/companies providing airline-catering services in your country.LO.1
Identify the various foodservice operators providing food service facilities to schools in your city.LO.1
Research a few nutrition education programs currently running in your country. How do they influence food service operations?LO.1
From the sample operating statement (Figure 9–4), calculate the labor cost percentage by taking total labor cost and dividing by total sales 100. Remember the formula:Cost Sales 100 LO.1
Consider a retail operation at a local college that offers a grilled chicken combo (a grilled chicken breast, fries, and a 20-oz. soda) on the menu. Cost out the ingredients by writing out everything
Create a sample menu for a day at an elementary or high school. Then compare your items to the food guide pyramid and the recommended daily servings. How does your menu measure up?LO.1
Define Title VII of the 1964 Civil Rights Act. L01
Identify the Equal Employment Opportunity Commission’s (EEOC) role in discrimination lawsuits. L01
Define sexual harassment. L01
List the protected classes covered under Title VII. L01
Define and give an example of a bona fide occupational qualification (BFOQ)defense. L01
Define the Americans with Disabilities Act (ADA). L01
Explain disability, reasonable accommodation, and undue hardship as defined by the ADA. L01
Define the Age Discrimination in Employment Act. L01
Define the Equal Pay Act. L01
Define the Immigration Reform and Control Act. L01
Title VII of the 1964 Civil Rights Act prohibits job discrimination on the basis of age. L01 A. True B. False
Choosing a white applicant over an African-American applicant because of customer preferences would be in violation of Title VII. L01 A. True B. False
Title VII of the 1964 Civil Rights Act only impacts the hospitality manager’s relationship with job applicants—not with current employees. L01 A. True B. False
The ADA requires that hospitality managers hire individuals who are disabled, regardless of the individual’s ability to perform the essential functions of the job. L01 A. True B. False
The U.S. Department of Justice has legal jurisdiction over Title VII of the 1964 Civil Rights Act. L01 A. True B. False
With respect to the I-9 form, acceptable documentation must include which of the following: L01 A. An item from List A, List B, and List C B. An item from List B only C. An item from List A only D.
Title VII of the 1964 Civil Rights Act prohibits discrimination based upon all of the following except: L01 A. Race B. Color C. Age D. National origin
Refusing to hire a female applicant for the position of men’s locker room attendant would be a legal defense of Title VII based upon: L01 A. Reasonable accommodation B. Bona fide occupational
Which of the following individuals would currently not be covered under the ADA? L01 A. An individual who is HIV positive or who has AIDS B. An individual who illegally uses drugs C. An individual
Paying a female dishwasher less than a male dishwasher could be in violation of: L01 A. The ADA B. The Pregnancy Discrimination Act C. The Equal Pay Act D. Title VII of the 1964 Civil Rights Act
Eric Holmes has applied for the position of a reservations clerk in your hotel.The individual has no experience, but he types quickly and accurately and has good listening skills as well as a
The owner of the small restaurant that you manage has come to you with a new concept, and he wants you to adopt his idea as quickly as possible so as to boost lagging sales in the bar. He would like
Write a sexual harassment policy for a small hospitality business. Be sure to define both quid pro quo and hostile environment harassment. What steps and procedures should employees take if they feel
Conduct an Internet search and find at least two examples—separate from those presented in the text—in which a hospitality operation has been sued for violation of either Title VII or the ADA.
Provide examples for ways in which a hospitality business could make a reasonable accommodation for each of the following job applicants:■ An applicant for the position of dishwasher who has a
When Joe sees the applications that Lee and Sue have accepted, what do you think his reaction will be? Explain your answer in detail. L01
List and briefly discuss all of the ways in which Lee and Sue’s “helpful notes” to Joe could cause legal problems for the Delmar Inn? Be specific and cite examples. L01
If you were Joe would you terminate Lee and Sue or would you choose to administer some other kind of discipline? Explain your answer. L01
What kind of training should the hotel offer its employees to ensure that such activities do not occur again in the future? Be specific and explain your answer in detail. L01
Identify the steps in the employee selection process.
Distinguish between job descriptions and job specifications.
Create a written job description.
Create a written job specification.
Use a job description and a job specification as a recruiting and a training tool.
Explain the legal importance of well-written job descriptions and job specifications.
Most hospitality industry managers cite recruiting and retaining employees as their number one challenge.A. True B. False
Having plenty of blank applications on hand and placing help-wanted ads in local newspapers and other publications should be the first step in the employee selection process.A. True B. False
Personal characteristics such as eye and hair color are perfectly acceptable on a job specification.A. True B. False
Performance standards not only clarify what the employee is to do, but they also state how to do it and to what extent (how well) it is to be done.A. True B. False
Job descriptions should detail the personal qualities or characteristics that an applicant should possess in order to be successful in a specific position.A. True B. False
Job descriptions and job specifications should not illegally discriminate in which of the following areas?A. Race B. Religion C. National origin D. All of the above
Which of the following details the tasks to be performed in a specific position?A. Work flow analysis B. Job specification C. Performance standard report D. Job description
Which of the following is not a basic element found on the job description?A. Descriptive position title B. Title of immediate supervisor C. Educational levels and personal abilities required for the
Performance standards can be used for which of the following?A. To describe the day’s work for each job B. As a basis for rewarding achievement C. To describe a job or a position in detail D. All
The best job descriptions have which of the following features?A. They are well written and include performance standards.B. They have been created through brainstorming by management and staff.C.
Create a job description for a typical position in either a lodging or a food service setting. Include not only a summary of the position but also a list of the position’s duties. Of the duties you
Based on the job description you created in the previous assignment, assume that an individual who is disabled according to the guidelines of the ADA (see Chapter 2) has applied for the job.
Create a job specification for either a restaurant greeter, hotel front desk clerk, or hotel bellhop. What special characteristics such as skills, abilities, education, knowledge, and work experience
From the job description that you created in question one, choose two or three of the duties that you listed and write a standard of performance for each duty. Be sure to explain the how, why, and to
Working with a team of one or two other students, find examples of poorly written job descriptions. You may have examples from past or current employers, you may be able to find examples on the
What are some of the key mistakes that Dee and Jenna are making with respect to designing the job descriptions for each position in the Poisson restaurant’s dining room? Is it wise to copy job
Discuss the personal characteristics that Jenna plans to incorporate into the job descriptions? Can you foresee any potential problems for the restaurant should she decide to write these on the job
Do personal characteristics belong on a job description at all? If so, where should they be placed and how should they be written? If not, where do they belong and how should they be written?
Are there any important elements to a job description that Dee and Jenna failed to discuss at all? What are they? Why are these elements important?
Describe the reasons for having an employee handbook in the workplace.
List the key elements an employee handbook should include.
Identify the legal ramifications of an employee handbook.
Describe some of the uses for an employee handbook.
Explain how a well-designed employee handbook can increase employee morale
Seasoned employees who have been with an organization for a long period of time rarely have questions about company policies and procedures.A. True B. False
A well-crafted employee handbook can take the place of new employee orientation and training.A. True B. False
An employee handbook can have a positive impact on misunderstandings and employee morale.A. True B. False
Large hospitality organizations may digitize their employee handbooks and make them available to employees on the company Web site.A. True B. False
Even a well-crafted employee handbook would have no real impact on an operation’s ability to attract and retain quality workers.A. True B. False
A successful employee handbook can do which of the following?A. Save management time B. Improve employee morale C. Prevent disagreements D. All of the above
Which of the following topics would most likely not be found in an employee handbook?A. Company overview and welcome letter B. Pay and performance issues C. A listing of each employee’s address and
The best reason to have a competent attorney review the employee handbook prior to its distribution to the employees is to ensure the following:A. The writing is clear and concise.B. The format of
The sentence, “This list is intended as an example only and is not intended to indicate all those acts that could lead to employee discipline” is an example of A. A rejoinder B. A faux pas C. An
The writing tone of the employee handbook should be A. Positive, so as to engender the spirit of teamwork and shared goals.B. Formal because of the legal nature of the handbook.C. Funny and witty to
Explain in your own words why an employee handbook requires a disclaimer asserting that the handbook is not to be construed as a contract of employment. What does this disclaimer have to do with
Many cities and some states now prohibit or restrict workplace smoking, and some states require that employers have a written smoking policy. Research the law in your own community and write a
Draft a form letter that each employee must sign when he or she receives a copy of the employee handbook. Be prepared to explain in class each of the elements of your form letter and how those
Should a restaurant or a lodging operation have a written policy regarding employees’ use of the Internet, e-mail, and camera phones? If so, why? If not, why not? If an organization chooses not to
If you have a copy of an employee handbook from either a current or previous employer, identify some of the key features of the handbook and explain how those features follow the information
If Justin Elliott’s lawsuit is claiming “wrongful termination” because the hotel’s employee handbook did not specifically provide a policy regarding the use of cell phone cameras at work,
Because of the increased use of technology in the workplace, what policies should the hotel have in writing with respect to employee abuse of these technologies? Should there be separate policies on
Why is it important that the hotel’s general manager says that the hotel did not even follow its own sexual harassment policy? Had these managers decided to terminate the employee on the grounds of
Explain the importance of documenting employee awareness training with respect to such things as sexual harassment, alcohol awareness, and so forth. If Elliott did in fact miss the updated sexual
Identify key factors that define the labor market and the labor pool.

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