Chapter 1 & 2 – Management – Test Bank – Flashcards
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Scientific Management is associateed with
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Fredrick Taylor
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A flex style of management means
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adjusting decisions and actions to the needs of the situation
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Human relations theory emphasizes
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a fair day's work
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Human skills needed by a manager include
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ability to advise workers on personal matters
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Participative management
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allows workers to take part in decisions affecting them
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Management theory
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must be adapted to the situation and the people involved
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A supervisor has an obligation to customers to
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see that their needs and desires are met, train workers in guest relations, represent the enterprise well
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An organization chart shows
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lines of authority and responsibility
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An approach to management that blends standardization, concern with people, and participative techniques is called
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humanistic management
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A poor work climate can cause
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low productivity and fewer customers
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Why is it not uncommon for some hourly workers such as bartenders and serving personnel to take home more pay than their supervisors?
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Supervisors are exempt employees and are not covered by wage and hour laws.
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Total Quality Management (TQM) is a
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participative process that empowers all level of employees to work in groups to establish guest service expectations
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Boomerang management occurs when a
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supervisor reverts from a management point of view to a worker's point of view
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Authority in hospitality management can be defined as
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having the right to make the necessary decisions and take necessary actions to get the job done
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Working supervisors
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in close contact with the people they supervise, focus on work
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The supervisors' role is to
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be responsible for the quantity and quality of the products and services, meet employee needs, be responsible for the output of the people supervised
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The supervisor's authority comes from
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power to hire and fire, reward and punish, consistent disciplinary action, acceptance of authority by workers
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Management by example refers to
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setting a good example for your workers
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When an employee has much commitment but little competence to do a job, the best leadership style according to situational leadership theories is
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directing
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Leadership style refers to
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the manner of interaction the supervisor uses with employees in directing and controlling the work
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A fear-and-punishment leadership style
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breeds resentment, low morale, and personnel problems
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The Theory X view of workers holds that
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people dislike work and must be coerced and threatened with punishment to get the work done
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The Theory Y view of workers holds that
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work is as natural as play, and people will work of their own accord toward objectives that fill personal needs
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The leadership style that delegates all authority and power to the employees is called
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Laissez-faire
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Situational leadership theory holds that
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the degree of worker participation should depend on the work, the people, the leader, and time pressures—the total situation
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Which of the following statements is true concerning the development of leaders?
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Which of the following statements is true concerning the development of leaders?
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A Formal Leader is one who is
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according to the organizational chart "in charge"
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Over ________% of the hospitality industry is women
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50
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A transformational leader
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none of the above
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A transactional leader(s)
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motivates through appealing to the workers self- interest (rewards)
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According to the theory of Situational Leadership the types of behaviors are
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a. directive and supportive
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The hotel and restaurant industry depends on large numbers of people to fill_________, __________ jobs that have little interest and no perceived future
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entry level, low wage
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In your typical full service restaurant you will lose _______ of your hourly employees in _________ year(s)
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all, 1
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Being a leader means
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being someone that people follow voluntarily
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According to McGregor, the autocratic style is typical of which theory?
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Theory X
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Which of the following is not one of the four styles of leading?
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discipline
