HOSP Final Exam

Question 1

Which business discipline impacts customer experience the most?

Question 2

What relationship does Internal Service Quality have to Employee Retention?

Answer 2

Strong, positive relationship
-when an organization provides high-quality internal services to its employees, it is more likely to retain them

Question 3

What relationship does Employee Satisfaction have with External Service Quality and Customer Satisfaction?

Answer 3

strong, positive relationship
-when employees are satisfied with their jobs, they tend to provide better service to customers, leading to higher levels of customer satisfaction and perceived service quality; essentially, happy employees lead to happy customers.

Question 4

In the Service Profit Chain, what does Customer Loyalty ultimately lead to?

Answer 4

Profitability & Revenue Growth

Question 5

What are some common misconceptions about the responsibility of Customer Service?

Answer 5

Customer service is only a front line/front of house issue

Question 6

what is a moment of truth?

Answer 6

service experience: when a customer decides if they will become a reoccurring customer based on their experience

Question 7

How is a potential customer made into an ongoing customer?

Answer 7

having a satisfying employee interaction and experience

Question 8

What are some management strategies for removing volatility and ensuring quality service?

Answer 8

• Replacing the human touch with technology
• Reducing employee discretion and standardizing their role
• Making it possible for contact staff to use their discretion
  
  • They must want to do so (internal marketing) and
    -Be equipped/allowed to do so (empowerment)

Question 9

What is a vital antecedent to Employee Satisfaction?

Answer 9

internal service quality

Question 10

Who is really the first customer of a hospitality business?

Answer 10

Employees

Question 11

What are some of the aspects of a company’s strategy that an employee must be aware of?

Answer 11

Must be aware of the company mission, vision, goals and what part they play in achieving those goals

Question 12

What are some of the benefits of a Service Leadership Philosophy?

Answer 12

• responds directly and quickly to customers
• improves morale
• improves operational efficiency and employee productivity

Question 13

What are some of the traits of a hierarchical leadership structure?

Answer 13

responsibility removed & devolved?
- distinct leader

Question 14

When confronted with the service quality challenge, what is a way the hospitality industry has responded?

Answer 14

 done nothing and gone out of business
 followed industry leaders and continued to play catch up
 become industry leaders, setting the service standard

Question 15

What are some characteristics of service quality industry leaders?

Answer 15

strong customer focus, high responsiveness to customer needs, consistent reliability, a commitment to empathy and active listening, clear communication, ongoing feedback collection, and a proactive approach to addressing customer concerns

• empathy, reliability, clear communication, assurance, listening

Question 16

Quality behaviors can only thrive in what kind of environment?

Answer 16

hospitable environment

Question 17

What do Strategy, Systems and Staff all revolve around?

Answer 17

customer

Question 18

What are some barriers to employee performance?

Answer 18

 Management provides employees with little or wrong priorities (profit versus service)
 Breakdown at the management/employee interface
 Management are complacent and out of touch
 Organizational structure and environment are not conducive to innovation or creativity
 Service staff are not empowered to deal with customers (authority and skills)
 Lack of formalized/systematic human resource planning system to ensure “right people in right place at right time”

Question 19

What is the starting point in developing the human resource?

Answer 19

the development of a systematic Human
Resource Planning (HRP) Process

Question 20

Which is a strategy for the acquisition, utilization, improvement and retention of an enterprise’s human resources?

Answer 20

Human Resource (HR) planning

Question 21

What is the main asset of an organization?

Answer 21

Human Resources

Question 22

What does the Human Resource Planning Process encompass?

Answer 22

 Recruitment
 Selection
 Orientation
 Training
 Empowerment
 Motivation
 Reward

Question 23

Can training solve poor human resource selection decisions?

Answer 23

no

Question 24

What are some important steps in the Recruitment and Selection Process?

Answer 24

 Establish staffing need with specification/job analysis
 Develop selection criteria
 Selection strategy and tools
 Where to look (internal or external)
 Select recruitment method (coverage and cost)
 Screen applicants and develop shortlist
 Interview short-listed candidates (2nd interviews)
 Check references
 Make final selection and offer of employment
 The need for orientation and follow-up

Question 25

Businesses traditionally focus on what type of skills in training?

Answer 25

technical

Question 26

Do most businesses consider training an expense or an investment?

Answer 26

expense

Question 27

What are some benefits of training to an organization?

Answer 27

 Enhances knowledge and skills and develops attitudes  Individual development and management succession  Equip staff to do their jobs  Optimize staff performance - fewer mistakes  Prepare staff as diagnosticians  Teach them how to be problem solvers  Vital to future staffing levels  Vital to remaining competitive

Question 28

What are some benefits of training to an employee?

Answer 28

 Employees will be better utilized  Employee and organizational objectives will be more closely aligned  Improvements in productivity and profitability  Employees can be recruited at best time, for the right cost and in line with future organizational requirements  Idle labor / oversupply can be avoided  Future skill requirements can be forecast and met  Likely redundancies can be anticipated and managed effectively  Customer demands/needs can be effectively met

Question 29

What is the purpose of the Recruiting and Selection HR function?

Answer 29

- process of attracting the highest caliber applicants -selecting the best individual from these

Question 30

What are some difficulties associated with the Recruiting and Selection function in the hospitality industry?

Answer 30

 competitive nature of the labor market/scarcity  industry image/industry practice (hours/pay/myths)  highly mobile, transient workforce  must also consider the cost factor

Question 31

What are two areas for candidates that must be considered in the Recruiting and Selection process?

Answer 31

technical skills and previous work experience

Question 32

What are some of the softer, people-oriented skills which should be considered in the Recruiting and Selection process in the hospitality industry?

Answer 32

- level of maturity and self esteem - level of social and communication skill - level of tolerance for contact

Question 33

Establishing staffing needs includes deciding to hire how many of what types of employees?

Question 34

What should be performed before determining Selection Criteria?

Answer 34

creating job requirements

Question 35

What are two designations for Selection Criteria?

Answer 35

skill, knowledge and attitude mix normally expressed as qualifications and/or specific prior experience

Question 36

What are some common Selection Criteria in the hospitality industry?

Answer 36

 Presentation - “if you can’t sell yourself, you can’t sell anything”.  A liking for people - social skills and right attitude  A quick mind - ability to act as firefighters  Value service - right orientation and believe in service  High tolerance of “ALL” customers - including “ME”

Question 37

What are some selection tools that can be utilized?

Answer 37

 Application  References  Presentation  Question probing  Stress interviews  Role-play / giving scenarios  Work tests - psychological testing

Question 38

What are advantages and disadvantages of hiring internal and external candidates?

Answer 38

Internal advantage: cost savings. builds morale Internal disadvantage: lack of new perspectives External advantage: new ideas, encourages competition, marketing opportunity External disadvantage: lower employee morale, decrease productivity, lose money

Question 39

Should legal issues be considered when recruiting and selecting employees?

Answer 39

yes

Question 40

Is the hospitality industry more labor-intensive or technology-driven?

Answer 40

labor-intensive

Question 41

Determining knowledge, skills and attitudes required for a job is a key for what?

Answer 41

effective training

Question 42

What is the most important key for effective training?

Answer 42

MOTIVATION

Question 43

What are the components of the training cycle?

Answer 43

1. Set training objectives -> 2. Decide training method -> 3. Conduct Training -> 4. Validate training -> 4. Review Performance -> 5. Coach & Develop -> 6. Listen to Customers

Question 44

What is the purpose of a Training Needs Analysis?

Answer 44

Evaluate whether there is a gap between the employee’s skills and the position requirements

Question 45

When considering presentation of training, what do people remember most?

Answer 45

what they do