Deck 7: Serving With a Smile Motivating Exceptional Service

Question 1

You can anticipate, train, and prepare for every possible problem, outcome, or customer request.

Answer 1

False

Question 2

Rewarding the wrong behavior is worse than not rewarding the right behavior.

Answer 2

False

Question 3

Younger employees and baby boomers have the same recognition needs.

Answer 3

False

Question 4

A key advantage of non-cash awards is that they often create a lasting memory of the experience for the employee that is more cost effective than cash awards.

Question 5

The first managerial challenge in meeting belonging needs is to identify social groups that employees belong to.

Question 6

A manager who fails to meet an internal customer's expectations does not need to put forth as much effort to fix the failure than the manager would need to when helping an external guest.

Question 7

Just as customers define the quality and value of the guest experience, so do managers define the quality and value of the employment relationship.

Question 8

Because people join groups to satisfy needs, they will support an organization that helps them satisfy those needs.

Question 9

It is easy to motivate all employees because they all have the same needs, expectations, capabilities, and behaviors.

Question 10

The employee who provides the guest experience need only be well trained to meet the guest's quality and value expectations and to do so consistently.

Question 11

Individual recognition is more effective in some cultures than others.

Question 12

All five levels of needs are equally fundamental.

Question 13

Every hospitality manager should understand this basic principle: Rewarded behavior tends to be repeated; unrewarded behavior tends not to be repeated.

Question 14

An employee's unmet economic needs can affect the guest's experience.

Question 15

Empowerment is the assignment of decision-making responsibility to an individual.

Question 16

The sense of belonging or not belonging has little effect on a well-trained, professional hospitality employee.

Question 17

Ownership in company stock can help employees feel more invested in the company's success.

Question 18

Economic needs reduce as income level increases.

Question 19

Empowerment is especially advisable if the business environment is highly predictable.

Question 20

Motivation lasts, so one right action has the same impact as an ongoing process.

Question 21

According to the authority-acceptance theory, whether a directive has authority or not is determined by the person in authority.

Question 22

Ethical Leadership is driven by a respect for ethical beliefs, dignity, and rights of others.

Question 23

Authority is the quality that good managers have that causes employees to accept their orders.

Question 24

According to Valoir Borland of the Ritz-Carlton Leadership Center, two important things you can say to an employee are "Thank you" and "That means a lot." These words can help fulfill employees'

A) achievement needs
B) emotional needs
C) social needs
D) recognition needs

Question 25

Empowering employees requires sharing information and organizational knowledge that enables empowered employees to

A) call the manager to make decisions
B) make decisions that influence organizational outcomes
C) focus on things other than their job
D) allow customers to determine outcomes

Question 26

Cash rewards are better than non-cash rewards for the organization because they fill the employees' needs to pay off a bill or celebrate their achievement.

Question 27

Research has shown that setting specific and challenging goals leads to higher performance levels than expressing vague goals.

Question 28

Which of the following financial incentives or rewards are customer determined?

A) merit raise
B) pooled tips
C) annual performance bonus
D) Benefits

Question 29

Before offering incentives that can help satisfy needs such as achievement and growth, companies must ensure that employees' economic needs are met.

Question 30

Which of the following financial incentives or rewards are manager determined?

A) pooled tips
B) longevity Pay
C) Group incentive plan
D) Gratuities

Question 31

The employees who interact with dissatisfied guests must be

A) management
B) emotionally ready to deal with them
C) quick to politely explain how the guest is incorrect
D) empowered enough to give the guest whatever they want to fix the problem

Question 32

Employees are fairly homogenous, which makes leadership easier because they respond in similar ways.

Question 33

Achievement needs for employees are defined as

A) being recognized by managers, peers, or customers for their performance
B) having challenging work assignments
C) a job that lets them exercise their talents
D) the need for advancement opportunities by employees

Question 34

Employee empowerment can have unintended consequences.

Question 35

Working in teams can satisfy growth and achievement needs, but not economic needs.

Question 36

One example of an unintended consequence of empowerment is when the host of a restaurant seats four tables in the same section at the same time, overloading a specific server and not sharing the potential gratuities with other servers.

Question 37

Because financial incentives change behaviors, managers have to ensure the performance measures they use will focus employees on what they want to do.

Question 38

According to equity theory, we compare what we get out of an endeavor to what we put into it and draw a conclusion as to the fairness of the ratio independent of external standards of comparison.

Question 39

Part-time and temporary employees are typically good candidates for empowerment because the decisions they make are not felt by the organization after they leave.

Question 40

The hedonic treadmill is the tendency of people to

A) pursue the same sources of enjoyment repeatedly
B) want more things as their income level increases
C) return to a relatively stable level of happiness despite positive or negative events or life changes
D) be appreciated for the work they do

Question 41

The zones of acceptance directives fall into are

A) definite, absolutely not, and maybe
B) yes, no, and maybe
C) clearly acceptable, clearly unacceptable, and questionable
D) absolute, objectionable, and possible

Question 42

Which of the following is an example of "Rewarding A while hoping for B"?

A) reinforcing desired behavior when it is observed
B) rewarding one employee while hoping that another employee gets the first employee's job
C) rewarding an employee in hopes that the employee will adopt other favorable behaviors
D) a group incentive program

Question 43

The five keys to implementing an effective empowerment program are

A) training, willingness, measurement, incentives, and managerial buy-in
B) training, focus, care, time, and procedure
C) view, method, care, time, and willingness
D) planning, preparation, focus, organizational view, and careful implementation

Question 44

If an employee who has been with the company for five years discovers that a new coworker in the same position earns a higher salary, he will most likely consider this a failure of ______.

A) interactional justice
B) distributive justice
C) procedural justice
D) informational justice

Question 45

If an employee believes the HR department did not act impartial in handling her harassment claim, this a failure of ______.

A) interactional justice
B) distributive justice
C) procedural justice
D) informational justice

Question 46

______ is the fairness of how the decision making was handled or administered.

A) Interactional justice
B) Distributive justice
C) Procedural justice
D) Informational justice

Question 47

______ motivates employees to focus their efforts on achieving the organization's goals.

A) Profit-sharing programs
B) Effective leadership
C) Methodical leadership
D) None of these

Question 48

The purpose of employee empowerment is to

A) ensure that effective decisions are made by management
B) provide a mechanism by which responsibility for job-related decisions is vested in either individuals or in work teams
C) ensure that the customer always gets what they want
D) ensure all decisions are correct in the eyes of management and the guest

Question 49

Thinking of a job as a role and using scripted behaviors can

A) decrease the emotional labor expended
B) increase the emotional labor expended
C) increase the physical labor expended
D) decrease the physical labor involved

Question 50

What are the SMART criteria for goals?

A) Specific, Measurable, Attainable, Realistic, and Transparent
B) Specific, Measurable, Attainable, Result-oriented, and Time-bound
C) Skill-based, Measurable, Attainable, Realistic, and Transparent
D) Skill-based, Measurable, Attainable, Realistic, and Time-bound

Question 51

What is an example of employee empowerment in a restaurant?

A) empowering a busboy interested in accounting to oversee supplier invoices
B) empowering a hostess to make exceptions to the dress code
C) empowering a server to decide on the best way to resolve a guest issue
D) empowering a manager to conduct inventory

Question 52

Rewarding desired behaviors is called

A) helpful rewards
B) focused recognition
C) positive reinforcement
D) negative reinforcement

Question 53

According to equity theory, which factor is not considered in determining whether an employee is being treated fairly?

A) the ratio of the effort she puts into the reward she gets
B) how much she earns compared to others doing the same job
C) the favoritism displayed by her supervisor to a coworker
D) whether and employee has enough self-efficacy

Question 54

The goal setting process MBO stands for

A) management by observation
B) management by objectives
C) monitoring by objectives
D) management by organization

Question 55

The two desirable organizational outcomes of the goal setting process are

A) producing a logical and complete plan and adding value to the organization's ability to achieve its mission
B) letting employees know management cares and working on employees' individual futures
C) working with employees in teams and locking the employees into achieving their goals
D) defining a plan of action and execution of that plan

Question 56

______ is the fairness of the decision or outcome.

A) Interactional justice
B) Distributive justice
C) Procedural justice
D) Informational justice

Question 57

Employee empowerment is more effective or appropriate if

A) The business strategy emphasizes high-cost, low-volume operations.
B) The customer relationships are short term.
C) The technology is simple and routine.
D) The company offers personalized service.

Question 58

If an employee is treated rudely during an HR investigation process, this is a failure of ______.

A) interactional justice
B) distributive justice
C) procedural justice
D) informational justice

Question 59

What is the service-profit chain?

A) the impact of guest satisfaction scores on profit
B) the impact of gratuity and bonuses on service level, upselling, and profitability
C) the impact of managerial and organizational practices on employee attitudes, customer satisfaction, and profitability
D) the impact of positive employees on revenue production

Question 60

Which of the following is not a precondition for accepting direction?

A) The employee must understand the directive.
B) The employee must be emotionally invested in the organization.
C) The employee must believe that the directive is consistent with the organization's goals.
D) The employee must believe that the directive is consistent with the employee's own goals.

Question 61

Empowerment may be less appropriate if

A) Employees have strong communication skills.
B) The business is highly unpredictable.
C) The company strategy includes high-cost, low-volume operations.
D) Employees have low growth needs.

Question 62

Which is a great way for organizations to minimize the negatives for employees in high pressure positions?

A) change their assignment
B) increase their responsibilities
C) provide free massages
D) offer stress reduction programs

Question 63

Alyssa was just promoted from being a front desk agent to being the front desk supervisor. She is nervous about the increased level of decision-making authority because she wants to make sure she lives up to the standards of the organization and position. Which key to implementing an empowerment program is this referring to?

A) Incentives
B) Training
C) Measurement
D) Managerial buy-in