Deck 9: Human Resources Policy Management

Question 1

Financial data analyses frequently monitored by general managers are:

A) Net profit
B) Gross operating profit
C) Cash flow
D) All of the above
E) Only a and b

Answer 1

D

Question 2

Lodging professionals do not need to understand margins and return on investment as that is the job of the chief financial officer.

Answer 2

False

Question 3

While paying a fail salary or providing job security will decrease employee dissatisfaction, they will not necessarily create satisfaction in employees.

Answer 3

True

Question 4

Turnover is and has been a pervasive problem for the hospitality industry.

Question 5

All hospitality companies take the view that turnover is an undesirable phenomenon.

Question 6

KSA is an acronym for which of the following?

A) Knowledge, skills, and actions
B) Knowledge, specialties, and actions
C) Knowledge, skills, and abilities
D) Kindness, skills, and actions
E) Knowledge, skills, and abilities

Question 7

Lodging professionals aspiring to successful careers must recognize the significance of earnings and cash flows.

Question 8

All managers in this study placed the second highest importance on _____________.

A) Human resources
B) Financial management
C) Marketing
D) Information technology
E) None of the above

Question 9

The upper-level executives reported human resources as the KSA in which they felt least competent.

Question 10

____________ was the only KSA that had a significantly positive relationship with increased compensation.

A) Human resources
B) Financial management
C) Marketing
D) Information technology
E) None of the above

Question 11

Through the years, the consensus among industry professionals has been that human resources-related skills represent the most important element of hospitality management success.

Question 12

Leadership and interpersonal skills are not that essential for managerial success as they represented the lowest-rated management skills represented by hospitality professionals.

Question 13

Middle-level managers appraised their level of competency in financial management significantly lower than did the upper-level managers.

Question 14

All managers in this study placed the highest importance on, and were most competent in, _____________.

A) Human resources
B) Financial management
C) Marketing
D) Information technology
E) None of the above

Question 15

According to the article, a question of major importance for firms with high turnover rates is not only who leaves but who also stays.

Question 16

Middle-level managers rated their competence in information technology higher than did the upper-level executives.

Question 17

Recent research has shown a strong link between employee satisfaction and overall profitability.

Question 18

According to research, turnover occurs as a result of a single factor that influences employee attitudes.

Question 19

Contemporary general managers place a high value on which of the following?

A) Marketing
B) Human resources
C) Financial management
D) All of the
E) Only a and b

Question 20

Although turnover may be a problem in the hospitality industry, there is no evidence to suggest that it has ever reached as high as 200 to 300% in rank-and-file positions.

Question 21

According to Herzberg, which of the following is considered a hygiene factor?

A) Salary
B) Working conditions
C) Recognition
D) All of the above
E) Only a and b

Question 22

Under the FMLA, the employer is obligated to place the employee, once returned from leave, in the same position that he or she left.

Question 23

The organization responsible with enforcing the IRCA is the Immigration and Naturalization Service.

Question 24

In this particular article, intent to remain and/or leave an organization is a function of two interrelated factors. These are:

A) Pay satisfaction and job satisfaction
B) Job satisfaction and the degree of an employee's commitment to the organization
C) Pay satisfaction and possibility of promotion
D) Job satisfaction and possibility of promotion
E) None of the above

Question 25

According to the study conducted by McFillen, Riegel, and Enz 1986), what is a common reason for high turnover rates?

A) Job pressure
B) Training
C) Fringe benefit packages
D) Physical demands of the job
E) All of the above are common reasons for high turnover rates

Question 26

According to the article, turnover costs money for a variety of reasons. Which of the following was not one of the reasons listed?

A) The actual costs related to separation.
B) Learning curve inefficiencies by new employees.
C) Performance of experienced employees increases exponentially, allowing for more effective and efficient productivity
D) Costs associated with the temporary disruption of the workforce
E) Nonquantifiable costs due to diminished image, customer loyalty to previous employees, etc.

Question 27

It is commonly known that an individual's motivation to provide excellent customer service stems from the treatment the employee receives from his or her supervisor.

Question 28

According to Herzberg, which of the following is not a motivator or satisfier?

A) Salary
B) Achievement
C) Recognition
D) Challenging work
E) Advancement

Question 29

A manager who fails to properly document fair investigation of employee complaints will be more likely to be found liable in a sexual harassment case.

Question 30

The unemployment rate in the hospitality industry is seen as relatively high. According to the author, this can be best explained by:

A) The decreasing number of hospitality workers in traditional target markets.
B) The industry has yet to present opportunities for meaningful advancement in pay and responsibility.
C) The industry is frequently perceived as the "employer of last resort" rather than the much-touted "employer of choice."
D) All of the above
E) Only a and c

Question 31

The Civil Right Act prohibits an employer from discriminating against a qualified individual with a disability in regard to job application procedures, hiring, etc.

Question 32

Sexual harassment is defined as unwelcome sexual conduct in the workplace.

Question 33

According to the article, turnover results from negative attitudes toward the organization and will occur only if an employee has the ability to leave. If employees have limited options and do not have the ability to leave the organization, they may adopt other "withdrawal" behaviors such as:

A) Complaining
B) Absenteeism
C) Poor performance
D) Unacceptable customer-service behavior
E) All of the above

Question 34

What are consequences of high rates of turnover, according to the article?

A) Limit the firm's ability to develop and implement strategy
B) Decreased work performance
C) Sabotage
D) All of the above
E) Only b and c

Question 35

Hostile work environment harassment is said to occur when submission to or rejection of unwelcome sexual conduct by an individual is used as a basis for employment decisions affecting an employee.

Question 36

In 1975, the Congress created the Immigration Reform and Control Act in response to the vocal concerns from unhappy voters.

Question 37

According to the Americans with Disabilities Act of 1990, a qualified individual is defined as "an individual with a disability who, with or without reasonable accommodation, can perform the essential function of the employment position that such individual holds or desires".

Question 38

All hospitality employers with 25 or more employees are covered by the Family and Medical Leave Act of 1993.

Question 39

Quid pro quo harassment is conduct that unreasonably interferes with the ability of an employee to perform his or her job properly.

Question 40

Indirectly, the way in which a supervisor treats their employees affects the bottom-line profits of the organization.

Question 41

Hotel revenue is influenced by training and employee turnover.

Question 42

________________ harassment is said to occur when submission to or rejection of unwelcome sexual conduct by an individual is used as a basis for employment decisions affecting an employee.

A) Hostile work environment
B) Quid pro quo
C) Sexual
D) All of the above
E) Only a and c

Question 43

In order for hospitality managers to protect themselves against charges of sexual harassment, the managers should:

A) Implement and disseminate antiharassment and complaint policies.
B) Train personnel
C) Investigate complaints
D) All of the above
E) Only a and b

Question 44

The literature surrounding the magnitude of the correlation between compensation and turnover shows that compensation has a positive, direct effect on employee intentions to stay with the organization.

Question 45

According to the article, VRIO analysis extends the SWOT model and maintains that a competitive advantage is gained by identifying and exploiting the __________ competencies of the firm.

A) Rare
B) Common
C) Differentiated
D) Non-explainable
E) Intrinsic

Question 46

According to the article, human capital considerations are at the top of the list of current managerial concerns in the hospitality industry.

Question 47

According to the article, the appropriate use of technology is critical to the successful transfer of responsibility from HR to the line managers and departments.

Question 48

Even with the advancement in technology, organizations have a hard time finding a customer-relationship-management system that will help the organization satisfy their customers and increase revenues.

Question 49

All hospitality employers with ______ or more employees are covered by the Family and Medical Leave Act of 1993.

A) 25
B) 50
C) 75
D) 100
E) 200

Question 50

The four letters of SWOT stand for:

A) Strategic, Wellness, Organizational, Telecommunications
B) Strategic Weakness and Organizational Threat
C) Strengths, Weaknesses, Opportunities, and Threats
D) Service, Well-being, Organization, and Technology
E) None of the above

Question 51

Examples of hostile work environment harassment include:

A) Improper gestures
B) Demanding sexual favors for a promotion
C) Sexual jokes
D) All of the above
E) Only a and c

Question 52

The Americans with Disabilities Act of 1990 prohibits an employer from discriminating against a qualified individual with a disability in regard to:

A) Job application procedures
B) Hiring
C) Compensation
D) All of the above
E) Only b and c

Question 53

According to the authors, HR reaps many benefits from have a positive image in many hospitality organizations.

Question 54

There is a growing literature that shows that HR policies, practices, and systems are in fact related to a variety of financial and operational success indicators.

Question 55

EEOC is an acronym for which of the following?

A) Employee Education on Crisis
B) Equal Employment Opportunity Commission
C) Equal Employee Organizational Compliance
D) Equal Employment and Organizational Compliance
E) None of the above

Question 56

According to the article, the FMLA allows employees up to 12 weeks of unpaid leave during any 12-month period to deal with family and medical issues. Which of the following was not listed as a reason covered under the FMLA?

A) Orthodontia problems
B) The birth of a child.
C) The placement of a child with the employee for adoption or foster care.
D) A serious health condition of a spouse, child, or parent.
E) The employee's own serious health condition.

Question 57

A key construct in the proposed HR model set forth by Tracey and Nathan is that HR practitioners will no longer make operational decisions.

Question 58

According to the authors, HR suffers from a negative image in many hospitality organizations. Which of the following was not a reason given as to why HR has earned a negative image?

A) HR is basically an employee-advocate function and represents the "soft" side of the business.
B) The managers hired into an HR position are often uneducated and provide little to the organizations strategy.
C) HR is a cost center since it does not generate revenue.
D) HR serves as an administrative-support office and organizes the company picnic.
E) HR is responsible for implementing strategy, not developing strategy.

Question 59

According to VRIO, a firm's resources are keys to long-term effectiveness. A firm's resources can be understood in terms of ___________.

A) Value
B) Rarity
C) Imitability
D) Organization
E) All of the above

Question 60

According to the article, laws, which significantly affect the human resource function in hospitality organizations, fall under four categories. Which of the following is not one of the four categories listed?

A) Those governing equal employment, equal opportunity, and nondiscrimination.
B) Those governing compensation and working hours.
C) Those governing training
D) Those governing the health and safety of workers
E) Those governing labor relations and collective bargaining

Question 61

Jenny's "normal" day on the road began at 8:00 am and was done by 5:00 pm?

Question 62

Before moving into a corporate role, Jenny was in the _________ division in hotels.

A) Rooms
B) Food and Beverage
C) Sales and Marketing
D) Engineering
E) None of the above

Question 63

Education and development encompasses more than just training.

Question 64

In his daily meeting with the general manager, Felipe usually discusses:

A) Only the positive things that occurred the day before
B) Current associate concerns
C) Upcoming training
D) All of the above
E) Only b and c

Question 65

All managers in Loews Hotels are in the company's talent bank. This gives Jenny access to which of the following?

A) Past experience
B) Education
C) Performance in the company
D) Languages spoken
E) All of the above

Question 66

Little documenting, updating, measuring, and reporting the organizations operating and brand standards across the organization is done at Jenny's level.

Question 67

In recent years, the traditional role of HR has expanded and its role has become one of integrating people, policies, and cultures. With this expansion, new responsibilities were added to an HR practitioners' responsibilities including:

A) Employee relations
B) Recognition and reward programs
C) Disciplining
D) All of the above
E) Only a and b

Question 68

Jenny Lucas is the Director of Education and Development for Loews Hotels.

Question 69

The human resources team consists of:

A) An assistant director of human resources
B) A recruitment manager
C) Human resource generalist
D) All of the above
E) Only a and b

Question 70

The daily stand up meeting is a 5-10 minute meeting to communicate what was said in the huddle meeting and to discuss what everyone is working on in human resources that day.

Question 71

Coordinating an opening includes a very intense training plan, which begins __________ before the property hires the first team member.

A) 2 months
B) 4 months
C) 6 months
D) 8 months
E) Over a year

Question 72

Felipe Cofiño is the Director of Education and Development for Loews Hotels.

Question 73

If Felipe would have to describe the culture of Hyatt in one word, it would be _______.

A) Profit
B) Family
C) Teamwork
D) Professional
E) Average

Question 74

Felipe's typical morning begins with his human resources team walking into the office and having a brief morning chat.

Question 75

Which of the following was not part of the HR professional's responsibilities in the traditional role of HR?

A) Recruiting and hiring
B) Compensation
C) Personnel record keeping
D) Training
E) Negotiating and administering collective-bargaining agreements

Question 76

Felipe has to do research on innovative and creative ideas to improve employee relations, but he does not enjoy that part of his job.