Question 1

Ritz-Carlton service values building close relationships with Members and creating Member loyalty, exceeding their expectations, and maintaining the Ritz-Carlton mystique?

Accepted Answer

A) True 
 B)False

Question 2

A good general manager is always prepared to assist his/her co-workers?

Accepted Answer

A) True 
 B)False

Question 3

The self-management factor consists of four behavioral dimensions. Which of the following was not one of the four dimensions?

Accepted Answer

A)  Ethics and integrity 
B)  Time management 
C)  Developing others 
D)  Flexibility and adaptability 
E)  Self development

Question 4

From the results of the GM's included in this article, which of the following generic work roles was not of particular significance:

Accepted Answer

A)  Monitor 
B)  Disseminator 
C)  Resource allocator 
D)  Entrepreneur 
E)  Spokesman

Question 5

Competency models can be used as a foundation from which to establish criteria for a broad array of HR systems. Which of the following was listed as one of the 8 HR activities that can be guided or enhanced with the use of a well-developed competency model?

Accepted Answer

A)  Recruitment and selection 
B)  Discipline and termination 
C)  Career development 
D)  All of the above were listed as one of the eight HR activities 
E)  Only a and c

Question 6

According to Underwood, efforts are always focused on three areas. They include:

Accepted Answer

A)  Guest satisfaction, employee satisfaction, and owner satisfaction 
B)  Guest satisfaction, supplier satisfaction, and owner satisfaction 
C)  Guest satisfaction, employee satisfaction, and supplier satisfaction 
D)  Supplier satisfaction, employee satisfaction, and owner satisfaction 
E)  None of the above

Question 7

The organizational and operational complexity of a hotel increases with size.

Accepted Answer

A) True 
 B)False

Question 8

According to the article, competency models focus on behavior rather than on personality traits, because personality traits are usually hard to measure accurately.

Accepted Answer

A) True 
 B)False

Question 9

According to the article, the guests are the lifeblood of the hotel?

Accepted Answer

A) True 
 B)False

Question 10

According to DiMeglio, it is not the responsibility of the general manager for energizing the Ritz-Carlton Gold Standards and ensuring that the company's philosophy is implemented to meet or exceed member, employee, and financial expectations. That is the job of the lower level managers?

Accepted Answer

A) True 
 B)False

Question 11

The results of the study indicated that speaking with impact was a core attribute of future leaders.

Accepted Answer

A) True 
 B)False

Question 12

According to the authors, the ability to identify the skills and competencies required for tomorrow's industry leaders is essential for companies that hoe to remain competitive. They further state that identifying appropriate competencies help managers in _________ future leaders?

Accepted Answer

A)  Selecting 
B)  Developing 
C)  Coaching 
D)  All of the above 
E)  Only a and b

Question 13

The article mentioned eight HR activities that are enhanced with a well-developed competency model. One of which was performance appraisals.

Accepted Answer

A) True 
 B)False

Question 14

In which of the following time frames are GM's expected to train and develop subordinates as well as formulate plans and programs that systematically improve their operational control over the hotel?

Accepted Answer

A)  Short-run 
B)  Medium-run 
C)  Intermediate run 
D)  Long-run 
E)  Only a and b

Question 15

Most competency models express traits and characteristics in behavioral terms on the grounds that behavior is the observable manifestation of personality traits and characteristics.

Accepted Answer

A) True 
 B)False

Question 16

The Ritz-Carlton Club, Aspen Highlands is the centerpiece of the Aspen Highlands Village?

Accepted Answer

A) True 
 B)False

Question 17

According to the article, the development of a competency model does not do an adequate job providing guidance for a host of different HR practices.

Accepted Answer

A) True 
 B)False

Question 18

The Ritz-Carlton Club consists of _____ two- and three-bedroom fractional residence units.

Accepted Answer

A)  50 
B)  73 
C)  95 
D)  115 
E)  125

Question 19

In which of the following time frames do the demands of a GM's job relate to the capital needs and the organizational stability of the hotel?

Accepted Answer

A)  Short-run 
B)  Medium-run 
C)  Intermediate run 
D)  Long-run 
E)  Only a and b

Question 20

The competency model is a descriptive tool that is able to identify key elements that are necessary to perform effectively in an organization. Which of the following elements was not listed by the authors as a key element?

Accepted Answer

A)  Personality 
B)  Knowledge 
C)  Skills 
D)  Abilities 
E)  Behavior

Exam 3: General Managers: a View at the Top

Ritz-Carlton service values building close relationships with Members and creating Member loyalty, exceeding their expectations, and maintaining the Ritz-Carlton mystique?

A good general manager is always prepared to assist his/her co-workers?

The self-management factor consists of four behavioral dimensions. Which of the following was not one of the four dimensions?

From the results of the GM's included in this article, which of the following generic work roles was not of particular significance:

Competency models can be used as a foundation from which to establish criteria for a broad array of HR systems. Which of the following was listed as one of the 8 HR activities that can be guided or enhanced with the use of a well-developed competency model?

According to Underwood, efforts are always focused on three areas. They include:

The organizational and operational complexity of a hotel increases with size.

According to the article, competency models focus on behavior rather than on personality traits, because personality traits are usually hard to measure accurately.

According to the article, the guests are the lifeblood of the hotel?

According to DiMeglio, it is not the responsibility of the general manager for energizing the Ritz-Carlton Gold Standards and ensuring that the company's philosophy is implemented to meet or exceed member, employee, and financial expectations. That is the job of the lower level managers?

The results of the study indicated that speaking with impact was a core attribute of future leaders.

According to the authors, the ability to identify the skills and competencies required for tomorrow's industry leaders is essential for companies that hoe to remain competitive. They further state that identifying appropriate competencies help managers in _________ future leaders?

The article mentioned eight HR activities that are enhanced with a well-developed competency model. One of which was performance appraisals.

In which of the following time frames are GM's expected to train and develop subordinates as well as formulate plans and programs that systematically improve their operational control over the hotel?

Most competency models express traits and characteristics in behavioral terms on the grounds that behavior is the observable manifestation of personality traits and characteristics.

The Ritz-Carlton Club, Aspen Highlands is the centerpiece of the Aspen Highlands Village?

According to the article, the development of a competency model does not do an adequate job providing guidance for a host of different HR practices.

The Ritz-Carlton Club consists of _____ two- and three-bedroom fractional residence units.

In which of the following time frames do the demands of a GM's job relate to the capital needs and the organizational stability of the hotel?

The competency model is a descriptive tool that is able to identify key elements that are necessary to perform effectively in an organization. Which of the following elements was not listed by the authors as a key element?