Standard operating procedures (SOPs) are? #38

Defined steps for performing work

An environment runs the risk of becoming hostile when management? #19

Maintains a closed-door policy for communication

A manager should use progressive discipline in order to? #56

Show a commitment to employee success

Gathering items that belong to the organization and giving the final paycheck are part of? #22

Separation and termination checklist

Training is most effective and efficient when it? #8

Teaches employees thing relevant to the job &not yet learned

According to the ADA, if an employee discloses a disability, the manager should? #26

Keep the information confidential

The most effective way for an organization to analyze its recruiting effort is to? #11

Compare $ of recruiting with the # and quality of applicants

In quid pro quo sexual harassment situation the, #63

The perpetrator is in a position of power over the victim

The recruitment step of the employment cycle involves? #69

Organizing activities to bring in qualified applicants

The purpose of an affirmative action plan is to? #49

Ensure equal employment opportunity

Legally, OSHA requires #6

A notification of employee bloodborne illness

A benefit of recruiting potential employees from JWU by a recruiter is? #73

JWU provides trained part-time or full-time employees

One of the more difficult aspects of being promoted to a supervisor is? #37

Gaining the respect of team members who used to be coworkers

What is the most essential role a manager plays when coaching employees? #29

Providing feedback and making suggestions for change

A manager negatively affects motivation when he? #58

Disciplines and employee in front of others

How do managers encourage diversity by? #16

Holding individuals accountable for their actions

Which federal law prohibits discrimination based on national origin/citizenship? #40

Immigration Reform and Control Act

The orientation part of the new employee process is a formal plan to #10

Welcome new employees and intro them to the organization

When planning to cross-train an employe a manager should first consider the? #39

Skills the employee will gather

An employee incentive program is most likely to be successful when the? #67

The goal is clear and attainable

After distributing a copy of the employee handbook managers should ask the employee to? #25

Ask the employee to sign and date receipt of the document

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FSM Hospitality Human Resource Management & Supervision

80 termsStudBud Administration736 plays

This is a practice test for the final exam (textbook material only). There are other final exam questions based on the additional content (non-textbook) found in this course.

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Questions 80

Answers

1
Standard operating procedures (SOPs) are? #38
Documents used by management for recording shift information
Guidelines for annual performance reviews
Defined steps for performing work
Staff reminders used exclusively for handling incidents
2
The most important aspect of an employees professional development meeting is to? #72
Use it as a disciplinary meeting
Schedule it as part of an annual review
Build a case for termination
Discuss future goals
3
An environment runs the risk of becoming hostile when management? #19
Helps employees understand what harassment is -how to avoid
Sets a good example by demonstrating proper behavior
Maintains a closed-door policy for communication
Actively looks for signs of harassment in the operation
4
Formal invite to join an employer on a certain day-do a certain job for certain $$ called a?#65
Position advertisement
Orientation schedule
Job offer
Personnel manual
5
Which part of a learning or training objective describes what the trainee will be able to do#78
Performance
Standard
Conditions
Repetition
6
Comparing the training content and evaluation method to the actual job an employee can do is#51
Motivational learning
Sufficient practice
SOP
Validation
7
A manager should use progressive discipline in order to? #56
Accommodate the supervisor
Reprimand the employee without documentation
Show a commitment to employee success
Scare the employee into improved performance
8
The installation of drop safes and alarm systems is designed to help eliminate which problem#24
Bank Fraud
Workplace Violence
Credit Card Abuse
Quick Change Artists
9
Gathering items that belong to the organization and giving the final paycheck are part of? #22
Leave of absence approval
Daily checkout routine
Separation and termination checklist
Annual performance review
10
Training is most effective and efficient when it? #8
Teaches employees thing relevant to the job &not yet learned
Occurs late in the evening after the end of a busy shift
In a classroom course that recovers info already learned
Eliminates the need to evaluate the learning that took place
11
A server wants to become a FOH supervisor. The manager I.D's skills the employee needs gain #35
Observational issue
Needs requirement
Skills gap
Task analysis
12
According to the ADA, if an employee discloses a disability, the manager should? #26
Accommodate all requests
Keep the information confidential
Disregard the employee disclosure
Let everyone know about the disability
13
An employee looks ill - not reported the illness to management The manager looks into it #62
Health codes
ADA
HACCP
Labor codes
14
The individuals responsible for reporting tip income for tipped employees are the? #71
Employee and supervisor
Employer and the customer
Customer and the employee
Employer and the employee
15
Publicly expressing appreciation to employees for superior performance is a way to? #31
Motivate them
Anger others
Show favoritism
Network
16
Training strategy where the trainee combines/demo's chunks or steps in a job task learned #52
Identifiable practice
Integrative practice
Performance
Preparation
17
When using the internet to post a job opening, a manager should use? #17
Personal text messaging
Professional websites
Personal blogs
Critic's restaurant reviews
18
The most effective way for an organization to analyze its recruiting effort is to? #11
Develop creative internal recruiting programs
Count the # of applicants received from a recruiting event
Compare $ of recruiting with the # and quality of applicants
Place low-cost ad's in local newspapers and free websites
19
One way for managers to control overtime is to? #64
Require advance notice
Allow supervisors to automatically schedule it
Make it a perk for better employees
Permit employees to decide if they want to work long hour
20
In quid pro quo sexual harassment situation the, #63
The perpetrator is in a position of power over the victim
Victim doesn't need to be the focus of the perpetrators' act
The victim doesn't need to be involved with the perpetrator
The perpetrator doesn't need to be in a position of power
21
Performing reference checks on applicants is part of which step in the employment cycle? #33
Orientation
Screening
Hiring
Recruitment
22
Communication can be limited by? #66
Positive attitudes
Simple messages
Jargon
Being concise
23
The recruitment step of the employment cycle involves? #69
Developing a nondiscriminatory orientation program
Writing a clear job description
Organizing activities to bring in qualified applicants
Conducting background checks on new hires
24
An example of a critical incident that would be recorded in the manager's communication log #27
Customer response to specials
Reports of foodborne illnesses
Special needs for a banquet
Customer service patterns
25
The shift supervisor compliments one of the waitstaff for her performance. This feedback is #30
An affirmative action plan
Progressive discipline
Positive reinforcement
An employee orientation
26
What federal act gives workers who lose health benefits the right to continue those benefits#41
CCPA
COBRA
ADEA
ERISA
27
In Maslow's hierarchy of needs, the primary needs-the most basic three levels are? #55
Safety, Social, Esteem
Esteem, Social, Physiological
Physiological, Safety, Social
Self-actualization, Esteem, Social
28
In professional development, the individual primarily responsible for achieving the goals is#21
Operation
Employee
Operation's customers
Employee's supervisor
29
The purpose of an affirmative action plan is to? #49
Ensure equal employment opportunity
Help employers complete government required forms
Prevent employees from using lie detector tests
Eliminate stereotypes in the workplace
30
Which is a federally protected characteristic? #80
Socio-economic class
Religion
Language
Skill level
31
Legally, OSHA requires #6
The posted minimum wage
Barriers to child labor
Accurate tip-reporting
A notification of employee bloodborne illness
32
A benefit of recruiting potential employees from JWU by a recruiter is? #73
Federal government agencies provide more assistance
Restaurant recruiting costs are lower
Internal recruiting activities become less important
JWU provides trained part-time or full-time employees
33
One of the more difficult aspects of being promoted to a supervisor is? #37
Asking for help from Prof Blum when needed
Performing at a level that satisfies upper management
Remembering how the day-to-day activities are performed
Gaining the respect of team members who used to be coworkers
34
Leadership style -effective when working with inexperienced staff who must learn standard #7
Laissez-faire
Bureaucratic
Democratic
Autocratic
35
What is the most essential role a manager plays when coaching employees? #29
Providing feedback and making suggestions for change
Clearly explaining the job tasks and procedures
Reviewing checklists and other documents
Telling the employee what to do and how to do it
36
A manager negatively affects motivation when he? #58
Disciplines and employee in front of others
Helps clear tables during a rush
Provides individuals with performance feedback
Listens actively to suggestions and complaints
37
A document that I.D.'s the responsibilities and duties of a particular assignment is a? #48
SOP
Job function
Job description
Performance standard
38
Who is responsible for the communication of employee status for COBRA/HIPPA/ERISA #34
Legal department
General Manager
Payroll administrator
Plan administrator
39
To determine # of employees required per shift on the master schedule- rely on past info and#18
Info from POS system
Number of tables available
Employee instincts
Crew schedule
40
Legal terms: sexual harassment in the workplace is behavior that is considered offensive by #3
Manager
Owner
Accused
Victim
41
How do managers encourage diversity by? #16
Believing in stereotypes
Holding individuals accountable for their actions
Not causing problems and tolerating harassment
Following OSHA guidelines
42
An employee is assigned to learn how to make salads, wash dishes, prep desserts. Know as? #77
Self-study
Outside training
Job rotation
Mentoring
43
A W4-form is used for? #5
Benefit distribution
Employee eligibility
Payroll and tax withholding
Flexible spending
44
Which federal law prohibits discrimination based on national origin/citizenship? #40
Immigration Reform and Control Act
Title I of Americans with Disabilities Act
The Uniformed Services Employment/Reemployment Act
Equal Pay Act
45
Which activity is a function of the hiring process and not the orientation process? #60
Conducting drug tests
Creating and using personnel files
Introducing employees to staff
Explaining organizational policies
46
The orientation part of the new employee process is a formal plan to #10
Screen employees' personalities - fit in the organization
Welcome new employees and intro them to the organization
Create an ongoing development plan for the employee
Develop knowledge/skills/ability needed for the position
47
When planning to cross-train an employe a manager should first consider the? #39
Impact on other employees
The task that is not being done
The increased cost of training
Skills the employee will gather
48
An employee incentive program is most likely to be successful when the? #67
Participant's progress is kept secret
The goal is clear and attainable
Employees don't need to participate in it
Rewards are not specified
49
Money and benefits expense that is paid to the employee for their work is known as? #14
Operating cost
Salary cost
Labor cost
Employee Expense
50
Managers communication log should include detailed info about? #36
Personal opinions
Company policies
Shift activity
Daily specials
51
After distributing a copy of the employee handbook managers should ask the employee to? #25
Ask the employee test questions
Ask the employee to sign and date receipt of the document
Demonstrate policies and observe the new employee doing same
Schedule hours based on the new employee's understanding
52
Honoring peoples first language & providing positive role models are ways a manager can #53
Provide a thorough orientation
Recruit new employees
Satisfy EEOC
Increase cross-cultural interaction
53
When employees are promoted to supervisor, they should focus most on? #9
Getting extra days off
Serving as excellent role models
Doing the visible technical work
Working extra shifts to earn overtime
54
In the coaching process, the manager's responsibility is to? #45
Provide employees with feedback to improve performance
Pair employee with a buddy to learn other tasks
Hold weekly status meeting to review the overall performance
Move employees to different job broaden their understanding
55
Employees injured at work are compensated for medical cost lost $ other costs according to? #13
State law
FLSA
Federal law
OSHA
56
A complaint filed against an employer for breaking terms of the union contract is called? #42
Contract Issue
Bargain
Grievance
Strike
57
You purchase new equipment that requires different skills- what item needs to change? #20
Hours of operation
Vacation allowance
Job description
Supervisor title
58
Serving alcohol reasonable means? #75
Checking proper I.D. of guests
Serving beyond legally allowable hours
Allowing minors to purchase alcohol
Serving a guest who shows signs of intoxication
59
The purpose of an employee termination checklist in the termination process is to? #46
Encourage employee productivity
Ensure nothing is forgotten
Identify replacements
Coach an employee
60
A document used to capture information identifying patterns and problems is known as? #43
Pro forma
Communication log
Opening checklist
Trend Analysis
61
Employers who used tip credit provisions under FSLA must? #47
Ensure the total wages meet the minimum wage
Report the annual income less the tipped credit to the IRS
Require employees to participate in tipped pooling practice
Avoid reporting tips to the Social Security Admin.
62
An important characteristic of nonexempt or hourly employees is that they are allowed to #54
Set policies for the operation
Hire new employees
Receive pay for overtime work
Develop strategic plans
63
Federal pension program in which most private sector employees & employers must participate #61
Fair labor act
Workers compensation
Unemployment compensation
Social security
64
By law, a 16-year-old employee can perform which task in a restaurant? #32
Making a cake batter with a countertop mixer
Serving customers their food order
Cooking with an open-flame gas grill
Slicing lunch meat with a meat slicer
65
During the analysis of exit interview results, discover 50% of employees leaving minorities #76
Blame the turnover rate on the economy and do nothing
Assume that the issue will disappear and hire more staff
Investigate the cause and make appropriate changes
Place ads in the paper to increase recruiting efforts
66
The two types of sexual harassment are quid pro quo and? #12
Hostile work environment
Sexual orientation
Zero tolerance
Open communication
67
Posting a notice about laws prohibiting discrimination is a requirement of the>? #1
CCPA
EEOC
EAP
OSHA
68
Operations are most likely commonly cited by OSHA as being in violation of the? #74
FLSA
MSDS
HCS
ADA
69
In order to develop a good master schedule, managers must utilize an accurate? #50
Job description
Sales forecast
Operating procedure
Crew schedule
70
The type of background check that could be considered discriminatory if conducted is? #68
Criminal background check before a job offer
Request for bona fide occupational qualifications cert.
Request a health record before a job offer
Driving record for delivery drivers only
71
Which type of budget is an estimate of revenue/expenses/profit developed before a biz opens #44
Pro Forma
Expense
Profit forecast
Operating
72
When prejudice exists in the workplace, it increases? #4
Productivity and moral
Business profit and new customers
New ideas and perspectives
Discrimination claims and litigation
73
Which type of insurance is considered a mandatory employee benefit? #70
Unemployment
Dental
Health
Vision
74
A HACCP log records monitoring and? #15
Liquor inventory
Sale of goods
Guest behaviors
Corrective actions
75
The first step in the employee professional development process is to? #23
Assess the employee's learning style
Organize a development plan
Communicate progress
Identify the knowledge and/or performance gaps
76
The main purpose of an exit interview is to #28
Complete paperwork and procedures for the final paycheck
Return items that belong to the operation
Review the status of unfinished projects
Determine which things about the operation could be improved
77
Which interview question is allowed by federal regulations? #59
What is your current place of residence?
How many children do you have?
What religion do you practice?
What is your marital status?
78
The belief that all members of a particular group are the same is known as a? #79
Stereotype
Corporate culture
Cross-cultural interaction
Reasonable accommodation
79
One reason an employer would provide front-of-the-house uniforms is to? #57- ps this is bad?
Reduce medical costs
Comply with federal and state laws
Ensure a positive customer impression
Attract the best employee
80
A dependable income is an example of Maslow's hierarchy of needs? #2
Esteem
Safety
Self-actualization
Social

FSM Hospitality Human Resource Management & Supervision Flashcards | StudBud