Which describes how hotel employees are intended to act?
A) Core values
B) Mission statement
C) Organizational culture
D) Moment of truth
Which is a front-of-house employee?
A) Baker
B) Dishwasher
C) Server
D) Cook
Most hotel GMs face change-related challenges caused by
A) a decrease in business volume.
B) an increase in business volume.
C) a decreasingly diverse workforce.
D) an increasingly diverse workforce.
One task of general managers is to improve quality while, at the same time,
A) decreasing productivity.
B) increasing productivity.
C) encouraging downsizing.
D) discouraging downsizing.
Which is a contemporary, rather than a traditional, managerial approach or viewpoint?
A) Manager-focused work units
B) Strict hierarchy of control
C) Short-term human resource strategies
D) Empowerment of workers
The hospitality industry is labor intensive. That means that businesses in the industry
A) will find it difficult to make a profit.
B) require many staff members to operate properly.
C) will find it easy to make a profit.
D) require few staff members to operate properly.
Which skills must be used in almost all management and supervisory positions?
A) Administrative skills
B) Conceptual skills
C) Technical skills
D) Interpersonal skills
Reorganizing hotel departments or work sections within departments is a process referred to as
A) downsizing.
B) mentoring.
C) reengineering.
D) administration.
Effectively negotiating with vendors and suppliers is an example of a GM's
A) administrative skills.
B) conceptual skills.
C) technical skills.
D) interpersonal skills.
The ability to forecast future demand for guest rooms is an example of a GM's
A) conceptual skills.
B) technical skills.
C) administrative skills.
D) interpersonal skills.
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