Deck 6: Training and Developing Employees to Serve

Question 1

Not giving employees opportunities to grow means that the hospitality organization itself may not grow either.

Answer 1

True

Question 2

At Starwood Hotels and Resorts Worldwide, during training they stress being "on point."

Answer 2

False

Question 3

Hospitality service providers should only be trained in the skills necessary to deliver the service expected.

Answer 3

False

Question 4

Effective hospitality organizations anticipate the report of a problem to assess their service product.

Question 5

Educational reimbursement programs should usually be limited to courses directly related to on-the-job performance in the present.

Question 6

The most effective measure of assessing training effectiveness is participant feedback.

Question 7

The normal sequence would be for training to be soon followed by needs assessment follow-up.

Question 8

Effective training should lead to behavioral change.

Question 9

On-the-job training generally works by having two new employees work together to learn the job.

Question 10

The usual determinant of whether to use in-house or external training is cost.

Question 11

Career paths should be visible only to upper management who will make decisions about which employees to encourage.

Question 12

The most common training method is computerized presentations.

Question 13

Training tends to look backward to identify and correct past deficiencies; development tends to look forward to get employees ready for the future.

Question 14

Companies can maximize the value of tuition reimbursement by only reimbursing courses related to the employee's existing job.

Question 15

Guest and employee feedback can contribute to the effectiveness of training programs.

Question 16

The type of training to offer employees can often be difficult to determine.

Question 17

According to Len Berry, guests judge the overall quality of service on these factors: reliability, responsiveness, assurance, empathy, and tangibles.

Question 18

The best way to measure the effectiveness of training is also the cheapest: participant feedback.

Question 19

Wall-to-wall training involves training every employee throughout the organization.

Question 20

Training can be worthwhile even if it does not contribute to overall organizational effectiveness in some tangible way.

Question 21

On which of the following levels does needs assessment not take place?

A) Organizational
B) Individual
C) Team
D) Task

Question 22

Service failure can be a result of strategic issues, the service environment, and the service delivery system.

Question 23

Many hotels require general managers to have a full range of experience throughout many departments before being eligible for promotion.

Question 24

During training, Disney cast members are taught the four parts of the Disney Mission. In order of importance they are:

A) Safety, show, efficiency, courtesy
B) Safety, courtesy, show, efficiency
C) Honesty, care, encouragement, duty
D) Efficiency, safety, focus, loyalty

Question 25

Which of the following is a training program that combines on-the-job training with related one-on-one instruction?

A) Apprenticeship
B) Mentorship
C) Coaching
D) Internship

Question 26

As a training method, a lecture presentation has these advantages: It is cheap, time efficient, and to the point.

Question 27

Mentorship is basically apprenticeship for executives

Question 28

After training has begun, a needs assessment should be conducted to determine how perceived problems or weaknesses should be addressed.

Question 29

The ultimate and most sophisticated level of evaluating training effectiveness is

A) participant feedback
B) organizational performance
C) content mastery
D) behavioral change

Question 30

Simulation training can be used to prevent failures where the consequences are too great, like a new front desk employee checking in two guests in the same room.

Question 31

The average company spends an average of $8,000 on training per employee.

Question 32

In the United Sates alone, roughly how much is spent annually on organizational training?

A) $100 million
B) $1 billion
C) $10 billion
D) $100 billion

Question 33

Organizations should try to define the objectives of a training program and should try to measure the outcomes of training.

Question 34

One non-traditional method of training is to send your employees to eat at your competitors' and observe their top performers so that they can copy their techniques.

Question 35

Coaching is considered a form of external training.

Question 36

Internships are only beneficial if the intern is hired by the company.

Question 37

E-learning has been proven to be less effective than traditional methods and not cost-effective.

Question 38

When an employee is in situation that is not mentioned in the training manual, ______ learned during training should lead that employee to do the right thing for the guest.

A) mission statement
B) core values
C) house rules
D) case studies

Question 39

The most commonly used training technique in the hospitality industry is the one-on-one, learning-by-doing strategy.

Question 40

One of Len Berry's key principles is to focus on critical skills. How can an organization identify these critical skills for training?

A) Asking guests which employee skills impact guest satisfaction
B) Studying bottom performers to see what they need to work on
C) Asking employees about their preferred training methods
D) Find external consultants to develop training

Question 41

How does training relate to employee development?

A) Training is the same as employee development.
B) Training is not a component of employee development.
C) Training prepares employees for their future job, while employee development prepares them for their current job.
D) Training focusses on overcoming deficiencies they have in performing their current job.

Question 42

Are there any downsides to a great training program?

A) Yes, some companies find that hiring trained employees away from competitors is cheaper than developing their own training programs.
B) Yes, a good training program makes it more difficult to unlearn behaviors when implementing organizational change.
C) No, but great training programs are expensive.
D) No, there are no downsides to a great training program.

Question 43

Just what type of training to offer employees

A) is obvious
B) is sometimes difficult to determine
C) depends on the service-failure rate
D) depends on where in the delivery system the employees are located

Question 44

What is the main reason that participant surveys are not typically accurate in assessing training program effectiveness?

A) Participants are not likely to give honest answers since they do not wish to harm their employment.
B) Surveys get a low response rate.
C) Surveys are costly and time-consuming to implement.
D) Responses tend to reflect the entertainment value of the training rather than its effectiveness for the organization.

Question 45

When training waitstaff on upselling drinks and desserts, the best measure of training effectiveness is

A) Content mastery
B) Participant reactions
C) Behavioral change
D) Organizational performance

Question 46

Which of the following is the most common internal training method?

A) On-the-job training
B) Online learning
C) Classroom training
D) Mentorships

Question 47

Wall-to-wall training refers to the idea that

A) Everybody at a certain physical location is trained.
B) Employees are trained to do each job at their physical location.
C) Everybody throughout the organization receives training.
D) Everyone in the organization is cross-trained for at least one other job function.

Question 48

Training people in "the big picture" accomplishes which goal?

A) It formalizes the benchmarking process.
B) It helps employees see how their jobs relate to overall organizational goals.
C) It accommodates the information-processing limitations of employees.
D) It allows everyone to focus more directly on guest key drivers.

Question 49

Employees should be given the chance to advance because

A) Humans have a need for safety.
B) Employees appreciate the fact that their organization makes the opportunity available.
C) Loyal employees have less company worth.
D) They earn it with seniority.

Question 50

A major advantage of the Traditions training at Disney is that

A) It teaches new employees the Disney culture.
B) It reduces the cost of the Disney experience.
C) It helps benchmark the best employees against one another.
D) It breaks down status barriers between top management and employees.

Question 51

Which of the following is the most typical on-the-job training technique?

A) training by speakerphone
B) work-team seminars
C) computerized instruction
D) one-on-one supervised experiences

Question 52

When training waitstaff on memorizing the menu and specials, the best measure of training effectiveness is

A) Content mastery
B) Participant reactions
C) Behavioral change
D) Organizational performance

Question 53

The greatest challenge of employee development is

A) the wasted investment if the employee leaves the company
B) employees who are content with their current position and have no desire to develop
C) knowing exactly what will be successful in the future is impossible
D) getting employees in the same place at the same time

Question 54

On-The-Job Training

A) is best done by observing the experienced workers
B) is typically conducted by departmental managers
C) does not need to be planned because it uses experienced personnel
D) forces new employees to "sink or swim"

Question 55

Apprenticeships combine coaching with

A) on-the-job training
B) traditional classroom training
C) on-line learning
D) Internships

Question 56

The process of reviewing a front desk agent's job performance to determine if the employees is performing up to job standards is called

A) Job assessment
B) Task analysis
C) Individual analysis
D) Employee evaluation

Question 57

The assessment of the need for a training program takes place at which three levels?

A) task, individual, and industry
B) individual, departmental, organizational
C) industry, organization, and individual
D) organizational, task, and individual

Question 58

Training is important to hospitality organizations because

A) The individual hospitality employee can make or break the organization's relationship with its guests.
B) Training programs are relatively inexpensive compared to their value.
C) Measuring its results can lead to improved guest service.
D) Training programs are relatively inexpensive compared to on-the-job experience.

Question 59

A less expensive way to get training for one or two key people is to

A) produce a specially tailored in-house program
B) send them to a university program
C) fire them
D) talk to them about what they could do better

Question 60

______ efforts can identify training needs that might go undetected or misdirected.

A) Observation
B) Employee assessment
C) Task analysis
D) Data-driven

Question 61

Internships are ______ formal and ______ rigorous than apprenticeships.

A) more; more
B) less; less
C) less; just as
D) just as; less

Question 62

One problem that occurs after successful training is the stealing of employees by competitors called

A) thieving
B) poaching
C) rubber-stamping
D) pilfering

Question 63

When a hotel believes that an employee is happy and content in their current position, they often do not even think about them as promotable since finding their replacement would be difficult. This behavior is called

A) slotting
B) typecasting
C) labeling
D) temping