Hft 2220 mid term review Questions And Answers

What are the three components of the hospitality industry? - ANS Lodging, recreation and food service Two ways of looking at Human Resources needed in our industry is to classify operations based on - ANS 1. The complexity of the product 2. The amount of service that is provided to the customers What's an example of a luxury hotel? - ANS Ritz Carlton The collective knowledge, skills, and abilities of an organization is defined as: - ANS Human capital T/F: The four recommendations for developing human capital are- 1. Hire employees for their customer service orientation and skills 2. Provide training in problem solving and identifying customer needs 3. Practice management by example and develop and service climate 4. Provide competitive wages and fair work policies - ANS True Contracting with another company to provide staff or services is known as: - ANS Outsourcing The positive effect of organizational effectiveness on employee satisfaction that leads to improved service and customer satisfaction, which increase profit and loyalty - ANS Service profit relationship To determine staffing patterns, managers must be aware of: - ANS Productivity and performance standards What is the difference between performance standards and productivity standards? - ANS One measure the quantity of work output while the other measures the quality of work output What is not a quality criterion for a task of a hotel front desk representative? - ANS Requests catering for all programs as requested Permanent employees are AKA - ANS Full-time employees What's a description that illustrated a temporary employee? - ANS Carlton works on long term assignments and receive his pay from an employment agency. He does not receive a benefits package from his employer T/F: The positional Analysis questionnaire (PAQ) provides a method for comparing jobs based on their component skills - ANS False T/F: One difference between the Hawthorne effect and the Heisenberg effect is that the Heisenberg effect occurs during data collection during face-to-face interviews - ANS True T/F: It is preferable to collect data for job analysis using only one method - ANS False T/F: Human resource managers draft job descriptions for review whereas line managers conduct the review and maintain accuracy of those job descriptions - ANS True T/F: Once a manger has forecasted sales, he or she can then use the performance standard to determine the number of employees needed for a particular shift - ANS Flash T/F: The tendency of employees to work harder when they have knowledge of being observed is known as the Hawthorne effect - ANS True T/F: Job enlargement and job enrichment are similar in that they involve the addition of responsibilities to an employee's current workload - ANS True T/F: Motivational work characteristics include skill variety, feedback, and task significance - ANS False T/F: Current employment laws do not require job descriptions to include physical requirements needed to perform primary duties of the job - ANS False T/F: The dictionary of occupational titles is useful in job design because it provides a uniformed occupational language of job tasks and responsibilities - ANS True Involves defining the combo of tasks and responsibilities associated with the job - ANS Job design Collects information about management work in 13 different areas - ANS Management position description questionnaire (MPDQ) Provides a method for comparing jobs based on their component skills - ANS Job compatibility index (JCI) The degree to which a job requires employees to perform a wide range of tasks on the job - ANS Task variety Reflects the degree in which a job influences the lives or work of others, whether inside or outside the organization - ANS Task significance Reflects the degree to which a job provides direct and clear information about the effectiveness of task performance - ANS Task identity Breaking down a job into its smallest tasks and evaluating the work in each of these smaller components - ANS Job simplification