Deck 6: Staff Training

Question 1

In any hospitality operation it is the quality of the execution of every task that ultimately determines the quality of the product or service delivered to and experienced by the guest. Training and development of staff is critical to the excellent execution desired.

Answer 1

True

Question 2

It has been said that attitude is the most critical characteristic in a staff member and this true but it is training that insures the person with the right attitude can deliver according to our standards.

Answer 2

True

Question 3

Your text states the training is an investment in the short-term health and well-being of the organization.

Answer 3

False

Question 4

Which of the following are needed to maintain a high level of quality training in a company:

A) Commitment to staff training must come from the employees first.
B) Commitment to training should be communicated clearly and consistently.
C) A culture of ambition and success at-all-cost must be established.
D) The commitment to constant growth of the company's stock value must be reflected in all of the company's actions including recruitment, pay, recognition, and promotion.

Question 5

The aim of training is to provide services and products _____________________ which meet and hope- fully exceed customer expectations and company standards every time. The company must deliver what is promised both to the guest and to the staff.

A) both internally and externally
B) internally
C) externally
D) most of the time

Question 6

There is a need to assess team member performance following training to answer the question:

A) Did the team member acquire the intended additional knowledge, skills, and attitudes?
B) Did the team member exhibit critical thinking?
C) Will the team member succeed in their career?
D) Does the team member value their fellow team members?

Question 7

The steps in the planning and development of the training session include which of the following?

A) needs assessment
B) position analysis
C) work observation
D) availability of time

Question 8

The needs analysis assists in determining the difference between present performance and desired per- formance. This difference is called the:

A) quality rift.
B) quality gap.
C) quality shift.
D) quality slip.

Question 9

A well written objective is:

A) structured to include a statement of vision
B) allows the learner to select what they want to learn
C) precise and measurable
D) always designed to allow objective measurement in multiple ways

Question 10

Which of the following shows the steps of the training process in order?

A) analyze - develop objectives - determine training methods - conduct training - evaluate
B) develop objectives - determine training methods - conduct training - evaluate- analyze
C) write goals - develop objectives - determine training methods - conduct training - analyze
D) set goals - write goals - develop objectives - determine training methods - conduct training - evaluate

Question 11

A strength of demonstration as a training method is:

A) it is best used for small groups.
B) it allows for step-by-step instruction.
C) it requires extensive preparation time.
D) it allows learners to concentrate on the demonstration rather than the content being presented.

Question 12

Case study is a type of:

A) written training material.
B) technology-based training material.
C) management training material.
D) training method.

Question 13

On-the-job training (OJT) is training conducted on the job using actual work situations with which the team member is involved. The weaknesses of OJT include which of the following:

A) Can be individualized to suit the learning pace of the individual
B) Provides immediate job application for the new team member
C) Integrates the new individual into the team
D) Requires a good deal of preparation and application by the trainee/manager/lead

Question 14

Lecture/Discussion is training conducted in a classroom. The strengths of Lecture/discussion include which of the following?

A) Team members are reluctant to participate in dialogue
B) Encourages passive learning
C) Requires a dynamic trainer to maintain learner interest
D) Allows presentation of large amounts of material in a short period of time

Question 15

The affective domain of learning is concerned with:

A) mental skills.
B) physical skills.
C) values.
D) interaction with people.

Question 16

The cognitive domain of learning is concerned with:

A) mental skills.
B) physical skills.
C) values.
D) interaction with people.

Question 17

The psychomotor domain of learning is concerned with:

A) mental skills.
B) physical skills.
C) values.
D) interaction with people.

Question 18

The interpersonal skills domain of learning is concerned with:

A) mental skills.
B) physical skills.
C) values.
D) interaction with people.

Question 19

In education and training, adults:

A) demand short, quick lessons.
B) expect easy work.
C) want relevancy.
D) have little motivation to learn.

Question 20

Andragogy is a term for:

A) adult learning
B) student fatigue
C) cognitive dissonance
D) K-12 education

Question 21

Fatigue, monotony, and distractions are all:

A) expected by the learner.
B) barriers to learning.
C) natural outcomes of the training process.
D) to be expected in hospitality training.

Question 22

People retain _____________ of what they hear, see, say, and do.

A) 20%
B) 50%
C) 70%
D) 90%

Question 23

Concerns in breaking down barriers to learning when the student is an adult do not include which of the following?

A) transition from a work-driven to learning driven environment
B) length of the training session
C) frequency of the training session
D) age of the trainer/instructor