B55E Chapter 3 Homework
1. / Which of the following is a calculation for annual turnover rate percentage?a. / Total number of employees ÷ number of employees who leave
b. / Number of employees who leave ÷ total number of employees
c. / Number of employee who leave – number of employees who stay
d. / Total number of employees – number of employees who leave
2. / Which of the following is the best definition of the term "morale"?
a. / How an employee feels about his/her boss
b. / The employees' perceptions about compensation
c. / The total of an employee's feelings about his/her employer, workplace, and other aspects of the food service operation
d. / The interest that an employee has to remain with the food service operation
3. / Which of the following comprises the total compensation paid to an employee?
a. / Wage or salary
b. / Employee benefits
c. / Both of the above
d. / All of the above plus healthcare insurance
4. / The concept of "zero tolerance" refers to:
a. / Deviations from food purchase specifications
b. / The need for job applicants to complete 100% of selection test requirements
c. / A policy that allows no amount or type of harassing behavior
d. / None of the above
5. / Which of the following is true of bureaucratic leaders?
a. / They make decisions and resolve problems without input from employees.
b. / They manage by the book.
c. / They involve staff members in the decision-making process.
d. / They use a "hands-off" approach and do as little directing as possible.
6. / Which of the following is/are body language?
a. / The amount of personal space between two people
b. / Frowns
c. / Winks
d. / B and C
e. / All of the above
7. / Which of the following statements about coaching is true?
a. / Coaching focuses solely on correcting problems.
b. / Coaching is the last step in training.
c. / Coaching never ends.
d. / Coaching is a formal activity.
8. / Which is true about increasing conflict?
a. / This tactic should never be used.
b. / This tactic is useful only if the situation does not involve entry-level employees.
c. / It can encourage staff to use their creativity and critical thinking skills.
d. / It is useful only if conflict cannot be resolved.
9. / Which of the following is true about ethics?
a. / Ethics relates to concerns about what is right and wrong.
b. / Ethical conduct is required of kitchen managers at all times.
c. / The difference between what is "right" and what is "wrong" can be viewed differently.
d. / All of the above statements are correct.
10. / Which of the following is generally the most important factor in labor cost?
a. / Improved work schedule
b. / The menu
c. / An operation that emphasizes very fast guest service
d. / Payment of the lowest possible wage to keep labor costs low
11. / A plan that estimates revenues and expenses for a specific period of time is called a(n):
a. / Income statement
b. / Balance sheet
c. / Operating budget
d. / Statement of financial change
12. / Which of the following is not typically used to forecast guest count/revenue levels when point-of-sale (POS) systems are used?
a. / Number of managers' hours
b. / Last week's average daily guest count and revenue
c. / Last month's average daily guest count and revenue
d. / Yesterday's guest count and revenue
13. / Which of the following statements about scheduling is not correct?
a. / Develop a productivity target and schedule to meet it.
b. / Schedule to the needs of employees first and guests second.
c. / Use part-time employees to help with peak work volumes.
d. / Minimize split-shifts.
14. / The legal definition of "overtime" refers to the number of hours of work after which an employee must receive a premium pay rate that is usually ______times the basic hourly rate.
a. / 1
b. / 1.5
c. / 2
d. / 2.5
15. / The amount by which actual performance differs from a budget goal is called a:
a. / Differential
b. / Deviation
c. / Variance
d. / Subtraction
16. / When actual hours worked exceed those that have been scheduled, the difference from a control perspective is referred to as a(n):
a. / Overpayment
b. / Underpayment
c. / Deferential cost
d. / Overtime
17. / How is a labor cost percentage calculated?
a. / Labor cost ÷ food revenue
b. / Food revenue ÷ labor cost
c. / Labor cost – salary of labor ÷ total revenue
d. / Labor cost + scheduled overtime ÷ food revenue
18. / A competitive wage that is not the highest in the community ______build a foundation that helps to motivate employees.
a. / Can still
b. / Will not
19. / Most effective managers ______adapt their leadership style to the specific situation.
a. / Do
b. / Do not
20. / Since it is informal, the "grapevine" ______be considered by kitchen managers.
a. / Should
b. / Should not