Deck 1: The Supervisor As Manager

Question 1

A supervisor is responsible for the input of the people supervised and for the quality and quantity of products and services.

Answer 1

False

Question 2

Responsibility refers to the obligation that a person has to carry out certain duties and activities.

Answer 2

True

Question 3

Exempt employees are covered by the federal and state wage and hour laws.

Answer 3

False

Question 4

Work climate is the level of morale in the workplace.

Question 5

The four main functions of management are planning, organizing, controlling, and interpersonal skills.

Question 6

Scientific management is the standardization of work procedures, tools, and conditions of guests.

Question 7

Human relations theory is a theory that states that satisfying the needs of employers is key to productivity.

Question 8

Participative management is a system that includes employees in making decisions that concern them.

Question 9

A manager needs three sets of skills: technical, human, and mechanical.

Question 10

Opportunity thinkers focus on why the situation is impossible and retreat.

Question 11

Scientific management is associated with:

A) the Hawthorne experiments.
B) Alexander Graham Bell.
C) participative management.
D) the human relations theorists.
E) Frederick Taylor.

Question 12

A flex style of management means:

A) bending the rules to get employees to work better.
B) being able to do all the different tasks you supervise.
C) successfully maintaining the management point of view without slipping back to the workers' point of view.
D) adjusting decisions and actions to the needs of the situation.
E) Both b and d

Question 13

Human relations theory emphasizes:

A) the importance of workers as individuals.
B) a fair day's work.
C) management by group decision.
D) incentive pay.
E) autocratic management.

Question 14

Human skills needed by a manager include:

A) the ability to advise workers on personal matters.
B) the ability to organize the work and schedule personnel appropriately.
C) sensitivity to workers' personal needs.
D) keeping labor costs down.

Question 15

Participative management:

A) allows workers to take part in decisions affecting them.
B) requires the supervisor to participate in the work alongside the workers.
C) allows workers to participate in company profits.
D) All of the above.
E) Both a and c

Question 16

Management theory:

A) is practically useless on the supervisory level.
B) cannot be taught but must be learned on the job.
C) must be adapted to the situation and the people involved.
D) represents proven procedures that will work for anyone on any level.
E) Both b and d

Question 17

A supervisor has an obligation to customers to:

A) see that their needs and desires are met.
B) train workers in guest relations.
C) represent the enterprise well.
D) All of the above.
E) train the boss.

Question 18

An organization chart shows:

A) the names of managers and their position in the organization.
B) job descriptions and titles.
C) payroll classifications and salaries.
D) lines of authority and responsibility.
E) All of the above.

Question 19

A supervisor must work overtime without pay if he/she:

A) supervises fewer than 10 people.
B) supervises two or more people, spends 50 percent or more of his/her time managing, and earns $684 week or more.
C) supervises two or more people and earns at least minimum wage.
D) is considered a nonexempt employee.
E) is an exempt employee with a company of more than 50 employees and who works more than 30 hours a week for minimum wage.

Question 20

An approach to management that blends standardization, concern with people, and participative techniques is called:

A) democratic management.
B) humanistic management.
C) flex-style management.
D) boomerang management.

Question 21

A poor work climate can cause:

A) low labor turnover and better quality control.
B) low productivity and fewer customers.
C) a fun and easygoing attitude.
D) hostility among workers.
E) an increase in employee satisfaction.

Question 22

Why is it not uncommon for some hourly workers, such as bartenders and serving personnel, to take home more pay than their supervisors?

A) Supervisors are considered nonexempt employees and therefore do not earn overtime pay.
B) Supervisors are exempt employees and are not covered by wage and hour laws.
C) Bartenders and serving personnel are paid more than their supervisors.
D) Hourly employees are exempt, meaning that wage and hour laws do not cover them.

Question 23

The work of Frank Gilbreth is associated with:

A) humanistic management.
B) human relations theory.
C) scientific management.
D) total quality management.
E) work simplification.

Question 24

Organizational Excellence (OE) is a:

A) system in which workers participate in decisions that concern them.
B) participative process that empowers all levels of employees to work in groups to establish guest service expectations.
C) blend of several different systems.
D) theory in which a scientific approach was applied to human performance on the job to increase productivity.

Question 25

Who states that there are two different patterns of thinking, opportunity, and obstacle?

A) Gilbreth
B) Manz
C) Taylor
D) Mayo
E) Schrock

Question 26

Boomerang management occurs when a:

A) supervisor takes control under a stressful situation.
B) supervisor reverts from a management point of view to a worker's point of view.
C) supervisor rewards their employees for a job well done.
D) supervisor puts an employee on a probationary period.
E) Both a and b

Question 27

According to Manz, an opportunity thinker:

A) concentrates on constrictive ways to deal with circumstances.
B) focuses on why a situation is impossible to handle.
C) seeks out opportunities that will create a positive work environment.
D) None of the above.
E) Both a and b

Question 28

Authority in hospitality management can be defined as:

A) the obligation of duties and activities a person has to carry out.
B) a dictatorship.
C) having the right to make the necessary decisions and take necessary actions to get the job done.
D) Both a and c
E) All of the above.

Question 29

Working supervisors:

A) are in close contact with the people they supervise.
B) focus on work.
C) are at the highest level of authority and responsibility.
D) Both a and b
E) All of the above.

Question 30

The supervisor's role is to:

A) be responsible for the quantity and quality of the products and services.
B) meet employee needs.
C) be responsible for the output of the people supervised.
D) All of the above.

Question 31

A supervisor who leads and manages hourly paid employees is known as the:

A) working supervisor.
B) top-line manager.
C) first-line supervisor.
D) second-line supervisor.
E) Both a and c

Question 32

As a hospitality supervisor, you have obligations to all of the following except:

A) guests.
B) owners.
C) employees you supervise.
D) your family and friends.
E) Both b and d

Question 33

As a supervisor, your number one concern is:

A) your employees.
B) other managers.
C) the guests.
D) the owners.
E) None of the above.

Question 34

Which of the following represents the four main functions of management?

A) Planning, evaluating, organizing, controlling
B) Planning, organizing, leading, controlling
C) Planning, organizing, evaluating, leading
D) Planning, evaluating, leading, controlling
E) None of the above.

Question 35

Standardization of work procedures, tools, and conditions of work is known as:

A) democratic management.
B) flex-style management.
C) boomerang management.
D) scientific management.
E) humanistic management.

Question 36

Which of the following is not one of the three managerial skills essential to success?

A) Physical skills
B) Technical skills
C) Personal skills
D) Conceptual skills
E) Both a and c

Question 37

Which of the following is true of managerial skills?

A) Management at any level is a science, not an art.
B) They are an art that can be learned, although no one can really teach you.
C) You do not have to be born with certain talents or personality traits.
D) Studies of outstanding top executives accurately identify common sets of traits that add up to successful leadership.
E) Human, technical and conceptual skills are needed by supervisors.

Question 38

Which of the following is true of today's hospitality employees?

A) They tend to have a higher expectation level and a lower frustration tolerance.
B) They expect more out of a job than just a paycheck.
C) Most are not tied by need to jobs they don't like.
D) All of the above.
E) Both a and b

Question 39

At least ___ of both foodservice and hotel employees are women.

A) 20%
B) 40%
C) 60%
D) 75%
E) 33%

Question 40

The group of Americans born between 1995 and 2012 are known as:

A) Generation X
B) Generation Y
C) Generation Z
D) Baby Boomers
E) New Age Baby Boomers