Question 1

Identification of the qualities desired in front office employees is part of the pre-interview process.

Accepted Answer

Identification of the desired qualities in front office employees helps in creating a specific job description and criteria for selection, which is a crucial step before conducting interviews.

Question 2

Pre-thinking of the interview questions is not required to produce a good interview. Questions should be natural.

Accepted Answer

Pre-thinking of interview questions is important to ensure a structured and comprehensive interview that covers all necessary topics, allows for better preparation, and helps in managing the interview time effectively. Natural questions can still be incorporated for spontaneity and to follow up on interesting responses.

Question 3

An overview of the lodging establishment should be part of the policy and procedure manual. The new employee is expected to read it and therefore it shouldn't be part of the orientation program.

Accepted Answer

An overview of the lodging establishment is essential for new employees to understand the organization's mission, culture, and operational basics, making it a crucial part of both the policy and procedure manual and the orientation program to ensure comprehensive understanding and integration into the company.

Question 4

An effective orientation program will result when the job of orientating anew hire is left to the desk clerk on duty for a particular shift.

Accepted Answer

An effective orientation program requires a structured and comprehensive approach, often involving multiple departments and personnel, to ensure the new hire is properly introduced to the company's culture, expectations, and procedures. Leaving the task solely to a desk clerk may not provide the comprehensive orientation needed.

Question 5

The four steps in the training process include which of the following?&#10;A) Train, retrain, follow-up, explain&#10;B) Get ready, show me, let me do it, and check my progress&#10;C) Train the trainer, show me, show me again&#10;D) None of the above

Accepted Answer

The correct steps in an effective training process often include preparation (Get ready), demonstration (show me), practice (let me do it), and performance feedback (check my progress), which aligns with option B.

Deck 12: Training for Hospitality