Chapter 1 &2 Leadership Intro. & Styles

Human skills needed by a manager include:

• the ability to advise workers on personal matters.

• the ability to organize the work and schedule personnel appropriately.

• sensitivity to workers’ personal needs.

• keeping labor costs down.

A supervisor has an obligation to customers to:

• see that their needs and desires are met.

• train workers in guest relations.

• represent the enterprise well.

• All of the above.

• train the boss.

A poor work climate can cause:

• low labor turnover and better quality control.

• low productivity and fewer customers.

• a fun and easygoing attitude.

• hostility among workers.

• an increase in employee satisfaction.

An organization chart shows:

• the names of managers and their position in the organization.

• job descriptions and titles.

• payroll classifications and salaries.

• lines of authority and responsibility.

Authority in hospitality management can be defined as:

• a. the obligation of duties and activities a person has to carry out.

• b. a dictatorship.

• c. having the right to make the necessary decisions and take necessary actions to get the job done.

• d. Both a and c

• e. All of the above.

The supervisor’s role is to:

• be responsible for the quantity and quality of the products and services.

• meet employee needs.

• be responsible for the output of the people supervised.

• All of the above.

As a hospitality supervisor, you have obligations to all of the following except:

• a. guests.

• b. owners.

• c. employees you supervise.

• d. your family and friends.

• e. Both b and d

As a supervisor, your number one concern is:

• your employees.

• other managers.

• the guests.

• the owners.

• None of the above.

Which of the following is not one of the three managerial skills essential to success?

• a. Physical skills

• b. Technical skills

• c. Personal skills

• d. Conceptual skills

• e. Both a and c

Which of the following is true of today’s hospitality employees?

• a. They tend to have a higher expectation level and a lower frustration tolerance.

• b. They expect more out of a job than just a paycheck.

• c. Most are not tied by need to jobs they don’t like.

• d. All of the above.

• e. Both a and b.