Supervisor - Tourism HR Canada

Ethical behaviour builds trust and respect with employees and customers. A supervisor can demonstrate ethical behaviour by:

Coordinating work activities.

Delegating tasks.

Maintaining confidentiality.

Reducing confusion.

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Larry is scheduling tasks he needs to complete by the end of the month. When determining the amount of time he needs for each task he considers the amount of experience he has with each. What else should he consider when scheduling?

Available training.

Ideas for new products.

Possible delays.

Short and long-term goals.

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Which of the following examples best outlines active listening skills?

Lauren varied the tone, volume and inflection of her speech.

Susan made eye contact and interrupted to ask questions.

Mark considered the needs and limitations of his audience.

Leona used attentive body language and verbal cues.

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A supervisor is overwhelmed and needs to delegate some of her responsibilities to other employees. The supervisor knows that an employee named Joan has the skills to complete some tasks, so she assigns those tasks to Joan. She tells Joan what is required and by when. What else should she do before assuming that Joan will complete the delegated tasks?

Ask Joan to initial the work schedule to show that she is now responsible for the tasks.

Offer an incentive to Joan for the successful completion of the tasks.

Confirm that Joan’s workload will allow her to complete the tasks on time.

Report the situation to management so that they can monitor Joan’s progress.

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A supervisor has been monitoring a new employee’s progress. The new employee is nervous, but enthusiastic. He provides great customer service, but has been using the cash register incorrectly, causing delays for customers and other employees. The supervisor wants to keep the new employee motivated, but needs to correct the behaviour. Which of the following would be appropriate for the supervisor to say to the employee in this situation?

“I’m going to move you away from the cash register until you know how to use it properly.”

“It’s great, customers are very comfortable with you. Let’s go over the cash register procedures again, and I’m sure that you’ll be able to do it.”

“You’ve been causing delays. It’s making our business inefficient and we’re going to have to fix that up.”

“While you get along really well with the customers, you seem to be having some troubles. Please correct this.”

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A supervisor constantly keeps up-to-date on industry trends and changes in government policy that affect the tourism industry. This information is used to promote the growth of the supervisor’s organization. How is the supervisor demonstrating leadership skills?

By implementing policies and procedures.

By promoting the image of the industry.

By communicating within the organization.

By preparing for and facilitating change.

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A supervisor has been told that there is going to be a change in the policy regarding where employees are allowed to take their breaks. He holds a staff meeting to tell the employees about this, and indicates that the change will take effect in one-week’s time. What else should he include in his message to help facilitate the change?

Who is responsible for the decision to change the policy.

The reason the break policy is being changed.

That anyone breaking the new policy will be severely disciplined.

That he will expect employees to monitor each other during breaks.

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What is the first step to solving any problem?

Generating possible solutions.

Evaluating possible solutions.

Defining the problem.

Documenting the issue and solution.

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When should the conditions of employment, such as the salary, benefit package and probationary period be confirmed with a candidate?

When making the job offer.

During the pre-screening telephone interview.

During the in-person interview.

On the first day of employment.

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Why is it important to follow up on a training session within the organization?

Ensures a positive approach to solutions of problems.

Helps employees achieve learning goals.

Measures the impact and review results.

Adjusts sessions to encompass expectations.

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How should a supervisor provide feedback to an employee about his/her skills, knowledge and attitudes during a performance review?

Use specific examples of behaviour.

Only use self-evaluation.

Compare this employee with co-workers.

Use a written examination and provide feedback.

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A supervisor has spoken to an employee about his chronic lateness. The employee has been late for his shift three out of five days this week. What should the supervisor do to ensure the employee understands that punctuality is expected from now on? question12 - Display Name: A supervisor has spoken to an employee about his chronic lateness. The employee has been late for his shift three out of five days this week. What should the supervisor do to ensure the employee understands that punctuality is expected from now on?

Call and remind the employee prior to every shift.

Outline consequences of non-compliance.

Threaten employee with future action.

Dismiss employee.

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What should a supervisor do when preparing to handle a conflict between two employees?

Refer to personnel files for background information.

Inform the involved employees that they are under review.

Hold a staff meeting to discuss the conflict with all employees.

Document the issue before speaking with employees.

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What is one way that a supervisor can control the quality of products and services that the organization delivers?

Ensure that the manager spot-checks products and services.

Communicate the standards to the employees.

Delegate routine tasks to employees

Change the standards to adjust to the skill levels of the employees.

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A customer approaches a supervisor and complains that an employee has been rude to him. He says that the employee would not listen to his complaint, and told him to speak to someone else. The supervisor tells the customer that she’s sorry, but that it’s not the employee’s job to listen to complaints about that topic, and that that particular employee is feeling ill today. She asks the customer what she can do to solve the problem. She contacts the customer later to ensure the situation has been resolved. What did the supervisor do WRONG?

She should not have apologized to the customer.

She should not have made excuses for the employee.

She should have asked the employee to follow up with the customer.

She should have had the customer fill out a complaint form before discussing the issue.

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What is WHMIS?

Written Handbook for Management of Substances.

Workplace Hazardous Material Information System.

Worker’s Handbook of Material Information and Substances.

Worker’s Hazardous Matter and Isotope System.

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An organization needs to keep current on industry trends, try to increase its market share and gain insight into areas where it can improve. One method used to accomplish this goal is to:

Participate in community activities.

Conduct customer satisfaction surveys.

Send out market evaluations.

Assess the competition.

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A new customer service policy has been established at the hotel Maureen works for. She is responsible for ensuring the employees she supervises adhere to the new policy. What should she do before notifying her staff of any changes to policies?

Assess the response.

Clarify the purpose.

Determine the impact.

Identify alternatives.

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Norman supervises the customer service desk at a large department store. How can he participate in business planning activities?

Ensure recordkeeping is accurate.

Respect organizational structure.

Review goals and objectives.

Suggest ways to improve efficiency.

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What is the first step in implementing an action plan?

Adjusting.

Communicating.

Evaluating.

Monitoring.

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Shelley is a restaurant supervisor who is responsible for implementing new legislation in the organization. What should she do to ensure the organization complies with the new legislation?

Ask for clarification from a lawyer.

File documentation in the office.

Inform staff of legal obligations.

Research other legal remedies.

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Bob has been asked to inform employees of the requirements and conditions of their employment contract. He is not sure he understands the requirements himself. What should he do?

Ask management for clarification.

Distribute copies of the contract.

Have a lawyer review the contract.

Research common clauses in contracts.

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Involving supervisors in the development of the annual budget will help them understand:

Why cutbacks are necessary in every department.

Their department’s role and responsibility in overall budget.

Future management investment decisions.

Labour forecasts and percentages.

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What procedure might be followed if there are variances between the actual and budgeted figures for a supervisor’s department?

Increase productivity levels within department.

Automatically reduce number of employees.

Identify causes and revise budget or reallocate funds.

Monitor the variances until threshold is reached.

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When receiving products from a supplier, why is it important to compare the invoice to the purchase order?

To confirm shipment is complete.

To identify price discrepancies.

To negotiate price reductions.

To return unwanted items.

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What needs to be determined before ordering products and supplies?

Inventory storage and control measures.

Minimum and maximum stock levels.

Return on investments.

Stock replacement and rotation systems.

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