Deck 5: Staffing for Service

Question 1

Some employees seek hospitality jobs partly for the opportunity to demonstrate their creativity and originality, which is fun for them.

Answer 1

True

Question 2

Turnover is always a bad thing.

Answer 2

False

Question 3

Managers in service firms face the same issues as managers in product-producing firms.

Answer 3

False

Question 4

The indirect cost of turnover is the cost of disappointed customers.

Question 5

The Internet has fully replaced traditional ways that companies and job seekers find each other.

Question 6

A police or background check is particularly important in the hospitality industry because so many employees are dealing directly with guests.

Question 7

A higher GMA does not affect the employees' capability to perform better.

Question 8

A belief driving hiring from within the organization is that you cannot manage someone doing something you have never done.

Question 9

Competency measures are the only tool needed in the selection process.

Question 10

Older employees often bring an enthusiasm for helping and interacting with guests to hospitality organizations.

Question 11

A possible reason for not hiring from within is that current employees know the culture too well.

Question 12

Hotels and restaurants consistently make up much of the Top 100 Best Companies to Work for List.

Question 13

Because of rapid changes in the finance field, positions in that area within hospitality organizations are apt to be filled from the outside.

Question 14

Deep acting causes burnout in employees.

Question 15

One element crucial to the success of structured interviews is prior training of the interviewers in how to conduct interviews and evaluate candidates.

Question 16

The organization should try to maintain a good relationship with all job applicants-both the successful and the unsuccessful.

Question 17

Most hospitality organizations prefer to recruit from inside.

Question 18

Manufacturing and industrial organizations hire more walk-ins than the hospitality industry does.

Question 19

Many young people avoid the hospitality industry because they think most jobs are suitable only for "burger flippers."

Question 20

In the hospitality industry, the typical pattern is that potential employees are screened in a brief interview, then those with hiring potential fill out the full application form.

Question 21

Managers often perform customer service roles as well.

Question 22

Since "service naturals" are rare in the labor pool, effective hospitality organizations place candidates who are outstanding technically but have no service skills into support positions.

Question 23

Hiring people who have the same attitude, knowledge, abilities, skills, and personality as your top performers is actually a type of benchmarking.

Question 24

Service naturals make up 25% of the population of available workforce.

Question 25

It is much more important to find guest contact employees with the right abilities and motivation than the non-contact employees.

Question 26

"Hire for attitude and values; train for skills" doesn't make much sense in the hospitality industry since it is service skills that lead to guest satisfaction.

Question 27

Since a lot of time and money is spent hiring the employee, it is best to ask a top-performer to use on-the-job training as the method to introduce them to the culture.

Question 28

Most hospitality employees, no matter what their educational level, start at the same entry-level point, then try to prove their commitment to service excellence.

Question 29

Promoting good customer service employees is smart because they make the best supervisors and finding their replacement is easier.

Question 30

It is harder to promote internal candidates when specialized skills are required.

Question 31

Hospitality organizations try to hire people who are able to handle the stress of providing service, especially when a service failure occurs.

Question 32

For senior positions, one way to ensure diverse thinking in your organization is to hire away your competitor's top performing talent.

Question 33

Selecting the right person for a particular job should begin by first looking at the applicants, then looking at the job.

Question 34

Which employee likely has the most direct influence on the guest's perception of service quality and value?

A) the general manager
B) the frontline employee
C) the back-of-house employee
D) the owner

Question 35

High turnover rates with servers means less productivity due to new server's lack of experience.

Question 36

KSAs are

A) knowledge, skills, and aptitude
B) knowing, showing, and applying
C) knowledge, skills, and abilities
D) knack, service attitude, and application

Question 37

A properly designed and administered structured interview includes probing questions designed to encourage job candidates to tell something about themselves and why they are interested in the job and qualified for it.

Question 38

Student recruiting is a major strategy in hospitality because the industry tends to want mature employees who have "been around the block a time or two."

Question 39

Enthusiastic employees make the guest experience more memorable and help keep the organization in the mind of the guests when they leave.

Question 40

Hiring college students who will accept line positions is difficult because of the large debt incurred while being educated, but those who are committed to the industry will stand out.

Question 41

Succession plans are used to

A) plan employee careers, including the progression through a number of key positions
B) plan the next step toward achieving the company's goals
C) lining up the best internal candidates for each managerial position
D) helping managers find new jobs outside the company

Question 42

Which form of emotional labor causes less exhaustion and can enhance an employee's well-being?

A) surface acting
B) deep acting
C) both forms have equal effect
D) it depends on the employee

Question 43

The process of identifying the required competencies for a job is called the

A) talent profile
B) job description
C) job analysis
D) job assessment

Question 44

The advantage of benchmarking against your own best employees as you hire new people is

A) You can use you best as a template for hiring new people.
B) You can learn what organizations in other industries are doing.
C) It helps develop an employee compensation program.
D) It aids in the design of your organization's benchmarking system.

Question 45

Of the five dimensions of personality, the one that is the most valid predictor of job performance is

A) extroversion
B) emotional stability
C) conscientiousness
D) agreeableness

Question 46

GMA stands for

A) gross mental ability
B) general mental ability
C) general mental aptitude
D) growing mental awareness

Question 47

Hilton uses focused recruitment in "Operation Opportunity" which hires

A) Retirees and students
B) Veterans and military spouses
C) working moms
D) the unemployed

Question 48

Which of these would not be a typical question asked during a structured interview?

A) Have you ever found it necessary to shout at a guest?
B) What can you tell us about yourself?
C) Are you willing to work overtime if we get extra busy?
D) Can you use Microsoft Excel?

Question 49

A properly designed and administered structured interview ensures that the questions are

A) asked of some, but not all candidates
B) job related
C) scored using weighted averages
D) evaluating and employees potential, not their past experience

Question 50

Types of psychological tests that can be used during selection process are

A) integrity tests
B) background tests
C) drug tests
D) Referrals

Question 51

The purpose of all the various selection devices is to

A) discourage unmotivated applicants from applying
B) spend as much money as possible on the selection process
C) determine potential criminals
D) help companies hire the kind of employees who can make the company's service experience truly stand out

Question 52

Deep acting involves the changing of

A) inner feelings
B) facial expressions
C) service orientation
D) the service setting

Question 53

A recommended first step for identifying the KSAs for a hospitality role is

A) analyze job descriptions for similar roles in other companies
B) survey current employees
C) study the best performers in that role
D) determine most needed skills

Question 54

The selection decision will come down to which to factors?

A) how choosy the company can be and how well employees' performance can be predicted
B) how much advertising was done and what the response rate was
C) how pushy the candidate is and how receptive the selection committee is
D) how long the company has been looking for an employee and how long the candidate has been looking for a job

Question 55

Which of the following does the use of a billboard to advertise a job not tend to target?

A) the unemployed
B) those currently working for other companies
C) internal employees
D) the underemployed

Question 56

Structured interviews ______ the likelihood that interviewers with assess all candidates according to the same criteria.

A) increase
B) decrease
C) do not affect
D) have a slight affect increasing or decreasing

Question 57

Surface acting involves the changing of

A) inner feelings
B) facial expressions
C) service orientation
D) acting with the setting

Question 58

Hospitality employees are different from manufacturing employees; in addition to task skills, they must have

A) an understanding of basic culinary principles
B) extensive experience
C) a warm personality
D) interpersonal and problem-solving skills

Question 59

An acceptable reason for seeking external candidates for a job is

A) It promotes external equity.
B) External candidates will usually work for less.
C) The skill set required by the position is not available internally.
D) External candidates provide a healthy challenge to cultural values.

Question 60

On-boarding is

A) getting the new employee started in a new company
B) getting customers involved in the company
C) moving customers through the service experience
D) getting potential hires interested in the company

Question 61

Promoting internal employees costs ______ hiring external candidates.

A) much less than
B) significantly more than
C) about the same as
D) slightly more than

Question 62

When hiring employees, most hospitality organizations would say that

A) Attitude is more important than skill.
B) Knowledge is more important than abilities.
C) Abilities is more important than attitude.
D) Skills are more important the abilities.

Question 63

Which of the following summarizes the factors involving hiring the best applicant?

A) Do they have the right experience?
B) Does the person have the potential to grow?
C) Is there a good fit between the person and the work environment?
D) Is the person qualified to work at the company?

Question 64

Which of the following is a drawback of creating a competency-based profile?

A) Building profiles is fairly inexpensive.
B) As competencies change so must the profile.
C) Employees are difficult to find to base a profile.
D) It typically takes hiring a human resource consultant to build a quality profile.

Question 65

All people's lives at home affect their mood, but when we go to work we must change at least our outward appearance. Managing these feelings is known as

A) surface acting
B) emotional labor
C) deep acting
D) feeling suppression

Question 66

The process of integrating a new employee into an organization and its culture is called

A) orientation
B) hiring
C) on-boarding
D) on-the-job training

Question 67

Which of the following employees would NOT be considered a customer-contact employee?

A) Front desk agent at a hotel
B) Flight attendant at an airline
C) Chef at a restaurant
D) Bus driver with a tour company

Question 68

Hospitality organizations like to promote from within for all but which of the following reasons?

A) The internal candidate is a known quantity.
B) Internal hiring leads to feelings of equity among present employees.
C) The internal candidate has assimilated the organizational culture.
D) Internal candidates tend to be service naturals.

Question 69

The first screen typically used in deciding who to hire is

A) an inside employee's recommendation
B) the information on the application form
C) a police check
D) a preliminary interview

Question 70

Jessica goes into an interview for a waitress job. She gets asked a series of questions about being in certain situations. This type of interview would best be described as

A) behavioral interview
B) situational interview
C) structural interview
D) instructional interview