137. The Success of an employee suggestion program relies on:

a. a managers willingness to seriously consider all suggestions and provide appropriate feedback

b. mandator employee participation

c. objective evaluation on the part of the employees not associated with the suggestion

d. a managers willingness to be openly critical of unfeasible suggestions

138. Which of the following traits would be most desirable for an individual who has been given the responsibility of training new employees ?

a. energetic and competitive

b. patient and personable

c. assertive and authoritative

d. meticulous and analytical

139. Which of the following factors should be considered when deciding on a specific disciplinary action to be taken ?

a. whether of not the problem has occurred before with the employee

b. the employees length and quality of service

c. the seriousness of the infarction

d. all of the above

140.When accompanying a guest to a room, bell attendants should:

a. make sure that all the room equipment is in good working order (i.e faucet, alarm, clock, telephone)

b. find out the number one reason the guest chose to stay at this property

c. provide instructions on the operation of any room equipment

141.Which of the following statements regarding positive reinforcement is true?

a. it is easier to eliminate undesirable behavior than it is to maintain acceptable behavior

b. when possible managers should praise employees in public

c. managers should only use praise for significant accomplishments

d. all of the above are true statements

142. Which of the following represents the best starting point for identifying existing service problems or current work processes that fail to meet or exceed guest expectations ?

a. guest feedback

b. the propertys mission statement

c. staff feedback

d. brainstorming sessions between staff and management

143. Which of the following managerial skills are essential components of effective conflict resolution?

a. patience and accountability

b. aggressiveness an tolerance

c. assertiveness and cooperations

d. decision making and planning

144. Which of the following would likely be found in the front desks group resume book?

a. taxi and airline company telephone numbers

b. billing instructions

c. locations of theaters and churches

d. non of the above

145. Increasing employee participation is associated with which of the following leadership styles?

a. bureaucratic

b. autocratic

c. democratic

d. laissez-faire

146. Which of the following pre-employment test is generally the most reliable predictor of success on the job?

a. drug test

b. honesty test

c. written work experience test

d. work sampling

147. A business is in a position to maximize profits when it sets prices:

a. slightly below what the market is willing to pay

b. at the amount he market is willing to pay

c. slightly above what the market is willing to pay

d. according to costs, without regard for what the market is willing to pay

148. a manager should prepare for an employee performance evaluation by:

a. learning about events taking place in the employees personal life

b. revising the employees job description and related performance standards

c. gathering information about job incidents he or she has observed

d. gathering opinions from the employees coworkers

149. Successful delegation depends on:

a. the managers ability to help an employee succeed at completing a task

b. the level of importance associated with the task

c. the knowledge and experience level of the staff

d. the difficulty level associated with the task

150. Maintenance at a lodging property that has an immediate effect on revenue is call __________ maintenance

a. preventative

b. scheduled

c. emergency of breakdown

d. none of the above