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GEOG > HOSP Final Exam > Flashcards

HOSP Final Exam Flashcards

1
Q

Which business discipline impacts customer experience the most?

A
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2
Q

What relationship does Internal Service Quality have to Employee Retention?

A

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

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3
Q

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

A

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.

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4
Q

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

A

Profitability & Revenue Growth

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5
Q

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

A

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

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6
Q

what is a moment of truth?

A

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

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7
Q

How is a potential customer made into an ongoing customer?

A

having a satisfying employee interaction and experience

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8
Q

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

A
  • 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)
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9
Q

What is a vital antecedent to Employee Satisfaction?

A

internal service quality

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10
Q

Who is really the first customer of a hospitality business?

A

Employees

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11
Q

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

A

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

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12
Q

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

A
  • responds directly and quickly to customers
  • improves morale
  • improves operational efficiency and employee productivity
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13
Q

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

A

responsibility removed & devolved?
- distinct leader

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14
Q

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

A

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

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15
Q

What are some characteristics of service quality industry leaders?

A

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
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16
Q

Quality behaviors can only thrive in what kind of environment?

A

hospitable environment

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17
Q

What do Strategy, Systems and Staff all revolve around?

A

customer

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18
Q

What are some barriers to employee performance?

A

 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”

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19
Q

What is the starting point in developing the human resource?

A

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

20
Q

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

A

Human Resource (HR) planning

21
Q

What is the main asset of an organization?

A

Human Resources

22
Q

What does the Human Resource Planning Process encompass?

A

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

23
Q

Can training solve poor human resource selection decisions?

A

no

24
Q

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

A

 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

25
Q

Businesses traditionally focus on what type of skills in training?

A

technical

26
Q

Do most businesses consider training an expense or an investment?

A

expense

27
Q

What are some benefits of training to an organization?

A

 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

28
Q

What are some benefits of training to an employee?

A

 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

29
Q

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

A
  • process of attracting the highest caliber applicants

-selecting the best individual from these

30
Q

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

A

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

31
Q

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

A

technical skills and previous work experience

32
Q

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

A
  • level of maturity and self esteem
  • level of social and communication skill
  • level of tolerance for contact
33
Q

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

A
34
Q

What should be performed before determining Selection Criteria?

A

creating job requirements

35
Q

What are two designations for Selection Criteria?

A

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

36
Q

What are some common Selection Criteria in the hospitality industry?

A

 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”

37
Q

What are some selection tools that can be utilized?

A

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

38
Q

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

A

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

39
Q

Should legal issues be considered when recruiting and selecting employees?

A

yes

40
Q

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

A

labor-intensive

41
Q

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

A

effective training

42
Q

What is the most important key for effective training?

A

MOTIVATION

43
Q

What are the components of the training cycle?

A
  1. Set training objectives ->
  2. Decide training method ->
  3. Conduct Training ->
  4. Validate training ->
  5. Review Performance ->
  6. Coach & Develop ->
  7. Listen to Customers
44
Q

What is the purpose of a Training Needs Analysis?

A

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

45
Q

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

A

what they do

GEOG (10 decks)

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