Hospitality and Restaurant Management – Flashcards
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Which type of team consists of leaders coming together from different departments to docus on solving the operations issues?
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Cross Functional
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What is the purpose of an information meeting?
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Share communication such as reports and progress updates
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As opposed to a manager, an effective leader does what?
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Creates challenges
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What question should a manager ask to determine if a proposal decision or action is ethical?
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Is the action or behavior legal and harmless?
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What will team members with good interpersonal skills do?
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Communicate effectively and help others stay focused on the goal
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What is the phase in which relationships become more cohesive and trusting?
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Norming
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When disciplining or terminating an employee for poor performance a manager should judge the employees performance compared to what?
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The job description and standards
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The Fair Labor Standards Act puts legal constraints on employees if they are under what age?
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18
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Requesting prices for items of the same quality from a specified number of vendors to determine cost analysis is an example of what?
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Competitive bids
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Why should scheduling employees for overtime be avoided?
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Might exceed payroll dollars
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Which federal law provides eligible employees and extended amount of time off for health and personal reasons?
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Family and Medical Leave Act
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Throughout the life of a project, effective teams contribute to the achievement of which three types of goals?
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Team building, information and project
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When creating progressive discipline procedures, managers should consider what?
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Union agreements and compliance with the law
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The individual who has the responsibility to keep a meeting focused and moving toward its objective is known as what?
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Facilitator
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An effective crisis or emergency action plan works best when...?
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Staff positions are assigned roles and responsibilities
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What are the three parts that comprise the structure of a written message?
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Introduction, body and conclusion
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How is the best person to respond to media interviews during a crisis determined?
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By the Nature of the crisis
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What should a manager do before granting vacation requests?
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Block off the calendar the heaviest volume weeks during the year
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A manager who allows a subcontractor to do a specialized task is practicing what management style?
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Laissez faire
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What is the scheduling of regular meetings for the purpose of reviewing an employees job performance and wage rate called?
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Performance review cycle/performance appraisal
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What would be considered a leadership activity as opposed to a management activity?
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Developing strategic vision and long range plans for the operation
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What should management avoid to ensure a positive and respectful workplace environment?
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Harassment
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What will an effective listener often do?
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Rephrase the speakers message to ensure understanding
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Determining labor cost for an operation requires what?
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Approved operating budget
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What is the process of having a neutral third party facilitate a discussion of difficult issues and making suggestions about an agreement?
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Mediation
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Management is taking a team approach in developing ways to improve guest satisfaction, which includes product quality and service experience. Which type of team should they use?
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Cross functional
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What type of communication typically involves only a few people in close proximity to each other and provides immediate feedback?
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Interpersonal
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A major event is coming to town this weekend. A list has been made of those employees who are scheduled off but they have indicated they would be available to come in if needed. What is this an example of?
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Contingency planning
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What is writing a daily plan that lists activities to be accomplished and prioritizing those activities is part of what?
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Time management
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A specific time period during which an employee must consistently meet job standards as a condition for continued employment is know as what?
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Probationary period
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What should an evacuation plan include?
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Posting drawings of primary and alternate routes to building exits
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A written description or list of steps that tells employees how to correctly do a job is called a what?
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Standard operating procedure
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Once a team has met its objectives it should evaluate all aspects of the project in a what?
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Debrief meeting
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Two chain restaurants are opening across the street: this increased competition is considered what?
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Threat
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What should a well designed professional development plan contain?
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Written assessment and timeline of professional goals
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What are hourly wages, including related salary; tips and bonuses considered?
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Controllable cost
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What is it important to establish when an employee is delegated a project?
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Employees degree of authority
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Which tool can a manager use to best measure the quality and quantity of an employees work?
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Performance stabdas
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How a message will be communicated is called the message ______ ?
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Channel
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What is a performance appraisal?
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One part of the overall employee development process
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What is the best way to communicate with serving staff about special details for a large event?
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Conduct pre-shift info meeting with incoming servers in a quiet area
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What is brainstorming as a team strategy designed to do?
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Gather as many ideas as possivlw
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Ground rules are procedures designed to address what?
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How a meeting will be conducted
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Local and regional pay studies help managers to establish what?
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Pay ranges
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When 2 or more employees need a third party to listen, review the facts, and settle a conflict they would utilize what?
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Arbitration
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What does the M of smart goals stand for?
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Measurable
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In a progressive discipline report, the manager should record the date of the incident, the names of those involved and...?
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Problem, Actions agreed upon and the date for follow up
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While maintaining an adequate staff of employees hired and trained for specific positions, a manager can create flexibility in scheduling by?
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Cross training employees
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Which information should be included in the minutes if any type of meeting?
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The decisions made concerning each agenda item
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What event is an example of a preventable crisis?
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Hood fire
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Weekly sales are $70,000 and the payroll standard is 25%, what is the total amount of labor dollars spent per week?
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$17,000
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Who makes up the internal audience for an operation?
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Employees
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Spending and receiving information via speech, gestures, or writing is commonly referred to as?
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Communication
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What is the first step of the problem solving model?
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Defining the problem
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What is a standard by which something can be measured or judged?
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Benchmark
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Which conflict can occur when working as part of a team?
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Different levels of participation
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What clearly defines an organizations purpose by communicating specific goals to its customers and employees?
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Mission statement
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The manager challenges wait staff to increase total appetizer sales by 10%. What does this help accomplish?
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Team goal
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Examples of maintenance factors are?
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Hours, fair play, and health benefits
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When an employee is guilty of a terminable act; what is not necessary?
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Progressive discipline
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What statement is "To be a five star restaurant in the eyes of our guests" an example of?
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Vision
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What advantages do teams have over individual employees in achieving success?
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Greater productivity, creativity, and problem solving
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What is the most likely cause of the steaks consistently over cooked across shifts?
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Grill temperature is calibrates incorrectly
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To help ensure that a business decision is ethical. It must?
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Uphold the organizations values
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Insurance and vacation pay are considered part of an employees what?
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Compensation
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An exceptional employee is moving out of state and has formally resigned. What is this an example of?
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Voluntary termination
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What are written guideline designed to remove the guesswork from determining which behaviors are right or wrong?
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Code of ethics
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An operations strategy developed to guide interactions with newspapers, television, and radio reporters about the operations response to an emergency is a?
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Media policy
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Sexual harassment in the workplace becomes unlawful when there is..?
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Quid pro quo
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An example of an open ended question at an exit interview would be?
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What is your primary reason for leaving?
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What is an acceptable way for a manager to address harassment reports?
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Collect evidence and statements from all involved parties
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In a meeting, an agenda item that has been tabled will be..?
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Held over for another meeting
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Maintaining eye contact, avoiding interruption and taking notes are all positive aspects of effective what?
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Listening
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The money laid to an employee on a per week basis that doesn't depend on the number of hours worked is known as what?
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Salarh
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The phrase "integrity: we play bair and do the right thing" is an example of what statement?
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Value
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What does nonverbal communication include?
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Gesturing with hands
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Performance measures that focus on an employees contribution are called what?
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Individual performance objectives
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Defining goals, deciding how to achieve them, and developing how to achieve them, and developing ways to get the work done are principles of which management activity?
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Planning
