HFT

Authority in hospitality management can be defined as:
a dictatorship
A transformational leader:
acts as a coach and leads by example.
Participative management:
allows workers to take part in decisions affecting them.
The leader’s authority comes from:
all above
The leadership style that delegates all authority and power to the employees is called:
laissez-faire
The Theory Y view of workers holds that:
work is as natural as play, and people will work of their own accord toward objectives that fill personal needs.
Which is not a practice of leaders?
They make sure their employees are not as strong as themselves
A transactional leader
motivates through appealing to the workers self-interest (rewards)
According to McGregor, the autocratic style is typical of which theory?
Theory X
The Theory X view of workers holds that:
people dislike work and must be coerced and threatened with punishment to get the work done
The hotel and restaurant industry depends on large numbers of people to fill_________, __________ jobs that have little interest and no perceived future.
entry level, low wage
According to the theory of Situational Leadership the types of behaviors are:
directed and supportive.
A formal leader is one who is:
according to the organizational chart “in charge”.
Being a leader means:
all of the above
Leadership style refers to:
the manner of interaction the supervisor uses with employees in directing and controlling the work
A flex style of management means:
adjusting decisions and actions to the needs of the situation.
Situational leadership theory holds that:
the degree of worker participation should depend on the work, the people, the leader, and time pressures—the total situation.
When an employee has much commitment but little competence to do a job, the best leadership style according to situational leadership theories is:
the degree of worker participation should depend on the work, the people, the leader, and time pressures—the total situation.
Which of the following is not a style of leading?
discipline
Leadership by example refers to:
setting a good example for your workers.
What manifests itself as a loss of interest in and satisfaction with a job due to stressful working conditions?
job burnout.
Conscientiousness is a “Big Five” personality dimension that involves the traits of being __________.
responsible, dependable, and persistent.
According to the social traits literature, __________ individuals prefer the “big picture,” and they like solving new problems, dislike routine, and would rather look for possibilities than work with facts.
intuitive-type.
A company supports employment and promotional opportunities for women, minorities, handicapped persons and people between the ages of 50 and 70. This company is ________________.
valuing workforce diversity.
Which of the following statements does NOT describe the Type A personality?
Type A people tend to be laid back.
Which of the following statements does NOT accurately describe high self-monitors?
high self-monitors ignore the behavior of others.
__________ has a negative impact on both attitudes and performance.
destructive stress.
__________ has a positive impact on both attitudes and performance.
constructive stress.
Common work-related stressors include all of the following EXCEPT:
economic difficulties.
Problem-solving style reflects the way a person goes about __________ and __________ information in solving problems and making decisions.
gathering ? evaluating.
An individual high in __________ sees the world as a threatening place.
dogmatism.
A person with a __________ personality regards legitimate authority as absolute and accepts or rejects others according to how much they agree with accepted authority.
dogmatic
According to the social traits literature, __________ individuals are oriented toward conformity and try to accommodate themselves to other people.
feeling-type.
According to the social traits literature, __________ individuals prefer routine and order, and emphasize well-defined details in gathering information; they would rather work with known facts than look for possibilities.
sensation-type.
Openness to experience is the “Big Five” personality dimension that involves the traits of being __________.
imaginative, curious, and broad-minded.
According to the social traits literature, __________ individuals use reason and intellect to deal with problems and downplay emotions.
thinking-type.
Which of the following is NOT a common work-related stressor?
being asked to do things that are legal or consistent with your personal values.
Which traits are associated with the “Big Five” personality dimension of extraversion?
outgoing, sociable, and assertive.
__________ are things that arise in people’s personal lives to create stress.
life stressors.
Which traits are associated with the “Big Five” personality dimension of emotional stability?
unworried, secure, and relaxed.
What age of change occurred when the service economy was combined with proliferation technology?
Age of communication
The most important aspect of guest service is meeting the manager’s expectations.
False
A return customer costs far less to keep than obtaining a new one.
True
A point of service at which customer service is either made or lost is known as
Moment of truth
____________ is a quest to reduce errors and inefficiencies so that you won’t have to fix as many things and pay the price for producing a poor product.
DRIFT
What age of change occurred as a result of people moving to cities in the United States about 100 years ago?
None of the above
One of the reasons people do not complain after receiving bad service is: they don’t think it will make a difference.
True
Under this highly effective premise, managers “get in touch” with the employees and customers to learn what is really occurring:
MBWA
What age of change occurred as a result of the loss of agricultural and manufacturing jobs in the United States?
Age of service
One of the 3 steps of service is: be casual.
False
Who popularized TQM and PDCA?
Deming
Meeting and exceeding the individual expectations of the customer is called
Quality customer service
Most businesses should spend less money attracting customers and more effort retaining the ones that they have.
True
What belief is commonly accepted as being the proper way or method that something is to be done?
Paradigm
One reason why bad news travel fast is that: customers may seek revenge.
True
Choose the reason that does not support why “Bad News Travels Fast:
All of the above support why Bad News Travels Fast.
What age of change occurred as a result of a boom in digitalization in the 1980s and 1990s, thus changing the way that businesses operate?
Age of technology
Most people do not complain after receiving bad service.
True
A four-step process for implementing change, or, continuous improvement is called
PDCA
Who is commonly known as the Father of Modern Management?
Drucker