Deck 2: Organization

Question 1

Which of the following terms was described as the result of dividing complete jobs into smaller subunits?

A) Specialization
B) Departmentalization
C) Authority
D) Span of control
E) Esprit de corps

Answer 1

A

Question 2

Pooled interdependence refers to activities that can be performed with little interaction between individuals or groups.

Answer 2

True

Question 3

According to the article, the front desk department performs the lodging function of the hotel.

Answer 3

False

Question 4

According to the article, direct communication and group meetings become a necessity to ensure proper coordination when activities involve _________ interdependence.

A) Vertical
B) Horizontal
C) One-way
D) Complete
E) Reciprocal

Question 5

Forming departments along vertical lines is the most common method of organizing a business.

Question 6

In the past, some management scholars advocated an "ideal" span of control of exactly _____ subordinates.

A) 5
B) 7
C) 9
D) 10
E) None of the above

Question 7

The food and beverage department is responsible for which types of activities in a hotel?

A) Food production
B) Alcoholic beverages
C) Catering
D) Dish and ware washing
E) All of the above

Question 8

Which of the following is not considered a functional line, according to the article:

A) Rooms
B) Food and beverage
C) Personnel
D) Sales
E) All were mentioned as functional lines

Question 9

In order to determine the appropriate number of subordinates a supervisor should be responsible for at any given time, the authors presented a list of functions in which the span of control is dependent on. Which of the following was included in the list?

A) Task integration
B) Frequency of interaction
C) Task certainty
D) All of the above
E) Only a and b

Question 10

Span of control refers to the number of departments under the control of the general manager of a hotel.

Question 11

Sequential interdependence occurs when one's task output is not part of another person's input.

Question 12

In the past, some management scholars advocated an "ideal" span of control of exactly seven subordinates.

Question 13

Overspecialization can result in jobs so narrow that workers lose interest.

Question 14

The authors list a number of principles regarding how to structure organizations. These include:

A) Strategy formulation, unity of command, and employee empowerment.
B) Delegation, unity of command, and chain of command.
C) Employee empowerment, hierarchical structure, and chain of command.
D) Hierarchical structure, delegation, and employee empowerment.
E) Delegation, chain of command, and strategy formulation

Question 15

Which of the following was not one of the five ways listed by Aldag and Stearns 1987) as a way in which managers give structure to organizations?

A) Work specialization
B) Spans of control
C) Esprit de corps
D) Patterns of authority
E) Methods of coordination

Question 16

According to the chain of command principle, it is not necessary for every individual in an organization to have a superior to whom he or she is responsible.

Question 17

According to the article, the vehicle often used to foster cooperation between functionally specialized departments is the executive operating committee EOC).

Question 18

The EOC is made up of the GM and other hotel senior executives.

Question 19

According to the article, which of the following is not a subfunction of the personnel department?

A) Employee recruitment
B) Training
C) Benefits administration
D) Payroll preparation
E) All of the above were mentioned as subfunctions of the personnel department

Question 20

According to the unity-of-command principle, each individual in the organization is responsible to one and only one superior.

Question 21

Which of the following was not listed as a job of the supervisors, managers and the leadership team of a hotel?

A) Support the front line and remove the barriers to doing good work.
B) Demonstrate concern for associates.
C) Solve the associate's problems quickly and fairly.
D) Perform the job responsibilities of the associates as much as possible.
E) All of the above were listed as a responsibility of a supervisor, manager, and the leadership team.

Question 22

A fundamental belief at Marriott is "if you take care of your employees, the employees will take good care of your customer."

Question 23

According to the article, the managers are the most important people in the hotel since they serve the customer directly.

Question 24

The accounting department is responsible for which of the following:

A) Accounts receivable
B) Accounts payable
C) Pay raises and promotions
D) All of the above
E) Only a and b

Question 25

At the top of the organizational pyramid, according to the article, reside the __________.

A) General manager
B) Owner
C) Shareholders
D) Customers
E) Employees

Question 26

Of the following principles, which was not mentioned as a key operating principle?

A) Developing an accurate budget for the following year
B) Selecting the right people
C) Invest in training
D) Create empowered associates
E) Recognize and promote

Question 27

According to the article, Mark Conklin states that Marriott has how many types of customers?

A) 1
B) 2
C) 3
D) 4
E) 5

Question 28

According to the author, a reverse organizational chart is also referred to as an organizational pyramid.

Question 29

A method for selecting the right people to be employed is through predictive screening tools. Marriott does not use such tools as they believe that they are unpredictable and unreliable.

Question 30

The mission of Marriott is to increase net profit as much as possible, even if this means dissatisfying guests.

Question 31

At Marriott, there aren't any employees, there are associates.

Question 32

In a recent companywide associate opinion survey, _________ percent of the associates at Marriott rated Marriott as an average to above average place to work.

A) 50
B) 75
C) 85
D) 95
E) 99

Question 33

The philosophy at Marriott is that as a leader, you will actually work for the people who work with you, instead of the employees working for the leader.

Question 34

According to the article, one of the best ways Marriott shows an employee how much they are appreciated is by promoting the individual.