Review Quiz #3 - Chapters 9-10

Why is the role of human resources so important to an organization?

Operation that combines the work of a machinery, human agents and other resources to design products and services is:

High level performance is established by following the operational performance goals.

When setting goals with a level of confidence and effectiveness, the goals must be:

Non-guests are not obligated to follow the rules, regulations, and requirements of the hotel property.

What is one of the best styles of management?

Goal-setting theory has three tenets that serve as motivators:

What is a major principle of effective management?

The fundamental understanding to basic nature of motivation includes:

Staff greeting guests in a courteous manner, answering questions is a contract element establishing a behaviour of:

The innkeeper has the right to set and reset room rates.

If a guest does not have the means to pay for a reservation the hotel has the right to:

Responsible for the enforcement of employment equity for women, indigenous, disability people and visible minorities:

If a guest with a prior reservation is not given an accommodation at a hotel, what has occurred?

Modern method to evaluate individual and organized perfmance created by Peter Drucker is called MBO:

Motivations that lead workers who may seem alienated to seek extrinsic or intrisic satisfaction from their jobs are:

Accommodation properties have the right to refuse service avoiding discrimination to persons who might be perceived as:

Goals set out by a corporation should challenge employees to push themselves beyond their ability.

An outline of the knowledge, skills and abilities requiered to perform a role's tasks is:

The Four Stages of Teamwork are:

The innkeeper has the legal right to charge a non-guest with trespassing.

Who is in the best position to recognize operational challenges?

Experiential learning is best done during classroom training.

Delivering Quality Service outlines what service dimensions?

The innkeeper has the right to assign and re-assign a guest’s room.

Systematic examination of the jobs in an organization determining skills, duties and tasks requiered to fill a job is:

Treating employees differently in an effort to prevent or reduce discrimination, change work duties is:

All properties allow pets.

The guest refuses to pay and leave the room, reiceived a written notice from front desk establishes the process of:

Guests at a hotel have a legal right to:

If the hotel has a permanent resident on their property, which legislation governs their relationship?

A room provided at no cost to the guest by an accommodation property.

A manager who elicits input from their employees is weak and lacks leadership.

Attitude, body language, tone of voice, tact, attentiveness - all are atributes of Quality Service Standards and:

A guest with a reservation shows up; the hotel doesn't have any available rooms left, what is the hotel obliged to do?

Once an employee has completed their training, they have learned what they need to know.

Employees rights according with the Occupational Health and Safety Act are the rights to:

Which steps in the job analysis process determine the job description?

Methods of Training at work include:

What is one of the main legal requirements to checking in a guest to a hotel?