Deck 3: General Managers: a View at the Top

Question 1

Most competency models express traits and characteristics in behavioral terms on the grounds that behavior is the observable manifestation of personality traits and characteristics.

Answer 1

True

Question 2

The general manager is the key implementer of the business strategy for the property and the behavioral role model for the entire management team.

Answer 2

True

Question 3

Which of the following was not mentioned as one of Mintzberg's1973) generic work roles for managers:

A) Controller
B) Interpersonal
C) Negotiator
D) Disseminator
E) Spokesman

Answer 3

A

Question 4

The results of the study indicated that speaking with impact was a core attribute of future leaders.

Question 5

The GM's work as operational controller is characterized by a high degree of involvement in the daily operations of the hotel.

Question 6

In which of the following time frames do the demands of a GM's job relate to the capital needs and the organizational stability of the hotel?

A) Short-run
B) Medium-run
C) Intermediate run
D) Long-run
E) Only a and b

Question 7

In which of the following time frames do the demands require the GM to develop communication channels and to nurture relationships that extend beyond the specific domain of the hotel?

A) Short-run
B) Medium-run
C) Intermediate run
D) Long-run
E) Only a and b

Question 8

The organizational and operational complexity of a hotel increases with size.

Question 9

According to the article, competency models focus on behavior rather than on personality traits, because personality traits are usually hard to measure accurately.

Question 10

The executive with the overall operational responsibility of a hotel is known as the chief financial executive.

Question 11

In which of the following time frames are GM's expected to train and develop subordinates as well as formulate plans and programs that systematically improve their operational control over the hotel?

A) Short-run
B) Medium-run
C) Intermediate run
D) Long-run
E) Only a and b

Question 12

The behavior, acting ethically, was found to be the least important dimension to senior leaders.

Question 13

There are two major contextual elements of the GM's job that affect the specific job functions and the generic managerial work roles. These two elements were:

A) Environmental culture and stakeholder pressure
B) Environmental culture and job demands
C) Job demands and stakeholder pressure
D) Stakeholder pressure and relationship issues
E) Relationship issues and job demands

Question 14

From the results of the GM's included in this article, which of the following generic work roles was not of particular significance:

A) Monitor
B) Disseminator
C) Resource allocator
D) Entrepreneur
E) Spokesman

Question 15

The article mentioned eight HR activities that are enhanced with a well-developed competency model. One of which was performance appraisals.

Question 16

According to the article, the development of a competency model does not do an adequate job providing guidance for a host of different HR practices.

Question 17

In the intermediate run, the job function of a hotel GM is referred to as that of organizational developer.

Question 18

The dimension, leadership versatility, was viewed as the most-essential skill for managers to have in the future.

Question 19

In the short run, the job function of a hotel GM is referred to as a business maintainer.

Question 20

In which of the following time frames do the demands on hotel GM's revolve around the daily, ongoing, operational issues of providing quality guest service, controlling costs, and maximizing revenue?

A) Short-run
B) Medium-run
C) Intermediate run
D) Long-run
E) Only a and b

Question 21

The competency model is a descriptive tool that is able to identify key elements that are necessary to perform effectively in an organization. Which of the following elements was not listed by the authors as a key element?

A) Personality
B) Knowledge
C) Skills
D) Abilities
E) Behavior

Question 22

A good general manager is always prepared to assist his/her co-workers?

Question 23

Which of the following competencies was rated the highest by the respondents in the study?

A) Strategic positioning
B) Implementation skills
C) Critical thinking
D) Self management
E) Interpersonal skills

Question 24

A general manager must ensure that the staff meets and then exceeds guest expectations?

Question 25

A typical day for Tom Underwood starts at 7:00 am?

Question 26

The strategic positioning factor consists of four behavioral dimensions. Which of the following was not one of the four dimensions?

A) Awareness of customer needs
B) Fostering motivation
C) Commitment to quality
D) Managing stakeholders
E) Concern for community

Question 27

Based on the feedback of a pilot study, the authors modified the competency model to reflect hospitality-specific behavior. The final competency model consisted of eight overarching factors. Which of the following was not one of the eight factors?

A) Communication
B) Industry knowledge
C) Interpersonal skills
D) Leadership
E) Being an expert in the field

Question 28

At Marriot Hotels, the philosophy is that "if you take care of the associates, they'll take care of the guests, and the guests will return, which ultimately will take care of the owners"?

Question 29

The general manager interacts with so many different people on so many different levels on a daily basis. Which of the following was not mentioned as an example of the types) of people the general manager interacts with?

A) Suppliers
B) Owners)
C) Associates
D) Guests
E) All of the above were mentioned in the article

Question 30

According to Fabico, the reason why many of us originally became enamored with the hotel industry is because of:

A) The salary
B) The flexibility
C) The people
D) The prestige
E) The experience

Question 31

As the hotel industry evolves, it is not necessary for the GM to have a strength in people skills?

Question 32

The self-management factor consists of four behavioral dimensions. Which of the following was not one of the four dimensions?

A) Ethics and integrity
B) Time management
C) Developing others
D) Flexibility and adaptability
E) Self development

Question 33

The authors listed a number of advantages a company can receive from a good competency model. Which of the following was not listed as one of those advantages?

A) It can build an integrated framework for developing a company's human-resources system.
B) It has shown to increase the organizations bottom line by 10%.
C) The model can be a critical guide during periods of instability and change.
D) Making HR decisions on the basis of a carefully developed competency model reduces legal challenges to those decisions.
E) It increases the firm's ability to achieve its business objectives.

Question 34

According to the authors, the ability to identify the skills and competencies required for tomorrow's industry leaders is essential for companies that hoe to remain competitive. They further state that identifying appropriate competencies help managers in _________ future leaders?

A) Selecting
B) Developing
C) Coaching
D) All of the above
E) Only a and b

Question 35

Which of the following was not described as an experience a general manager encounters on a daily basis?

A) Learning to deal with many different people
B) Being stressed
C) Being faced with unfamiliar challenges
D) All of the above were mentioned
E) Only a and b were mentioned in the article

Question 36

Competency models can be used as a foundation from which to establish criteria for a broad array of HR systems. Which of the following was listed as one of the 8 HR activities that can be guided or enhanced with the use of a well-developed competency model?

A) Recruitment and selection
B) Discipline and termination
C) Career development
D) All of the above were listed as one of the eight HR activities
E) Only a and c

Question 37

Which of the following was listed as a likely core attribute of future leaders?

A) Ethics
B) Awareness of customer needs
C) Team orientation
D) All of the above
E) Only b and c

Question 38

According to the article, the guests are the lifeblood of the hotel?

Question 39

The work of general managers, as described in the article, is consisted primarily of common sense information?

Question 40

The position, hotel general manager, requires that the manager be multidimensional?

Question 41

During the weekly "yield meeting", Underwood meets with:

A) Director of revenue management
B) Director of Sales
C) Director of Food and Beverage
D) All of the above
E) Only a and b

Question 42

The Ritz-Carlton Club, Aspen Highlands is the centerpiece of the Aspen Highlands Village?

Question 43

According to Underwood, the most important pre-shift meeting is the one conducted by the front office staff?

Question 44

According to DiMeglio, the general manager position is responsible for leading all aspects of the operations including:

A) Housekeeping
B) Food and Beverage
C) Member and employee engagement
D) All of the above
E) Only a and b

Question 45

According to Underwood, a general manager of a hotel must be able to react and prioritize where his or her daily efforts are focused. Commonly, these efforts are directed toward:

A) Immediate guests' issues
B) Fire alarms
C) Being understaffed
D) All of the above
E) Only a and b

Question 46

Due to Underwood's time constraints, he believe that it is more important to each lunch alone, as it is less time consuming, than to eat with the hotels hourly associates?

Question 47

The Ritz-Carlton Club consists of _____ two- and three-bedroom fractional residence units.

A) 50
B) 73
C) 95
D) 115
E) 125

Question 48

According to Underwood, efforts are always focused on three areas. They include:

A) Guest satisfaction, employee satisfaction, and owner satisfaction
B) Guest satisfaction, supplier satisfaction, and owner satisfaction
C) Guest satisfaction, employee satisfaction, and supplier satisfaction
D) Supplier satisfaction, employee satisfaction, and owner satisfaction
E) None of the above

Question 49

Ritz-Carlton service values building close relationships with Members and creating Member loyalty, exceeding their expectations, and maintaining the Ritz-Carlton mystique?

Question 50

According to DiMeglio, the members of his club feel at home with legendary Ritz-Carlton service, Service includes:

A) Twice-daily housekeeping
B) Maintenance concierge
C) Dedicated Member experience team
D) All of the above
E) Only a and b

Question 51

There is at least one manager from each department in the hotel at the hotel management daily stand-up meeting held every morning?

Question 52

According to DiMeglio, it is not the responsibility of the general manager for energizing the Ritz-Carlton Gold Standards and ensuring that the company's philosophy is implemented to meet or exceed member, employee, and financial expectations. That is the job of the lower level managers?