HFT3540 - Guest Service Mngmt Exam 2

The stronger the culture, the less reliant the organization needs to be on bureaucratic management controls found in traditional industrial organizations

true

when any manager ignores and employee action that impacts the “show” or guest experience, this does not affect other employees or organizational culture

false

what role do supervisors and mid-level managers generally take in shaping organizational culture

they translate and uphold the top manager’s cultural values and beliefs

which of the following statements is inaccurate in defining culture

culture does not need interactions to sustain

the likelihood of employees behaving according to their organizational culture of service excellence is increased when…

they deeply believe in the culture

---

are standards of behavior that define how people are expected ot act while part of the organization

norms

Chick Fil A is a national restaurant chain which famously closes on Sunday. This practice of CFA is based on the religious belief of its late founder Mr.Truett Cathy. What does this example illustrate on organizational culture?

organizational culture is usually defined by an organization’s executives or founders

---

is (are) key to aligning subcultures with core company values

communication and interaction

according to your textbook, why is culture more crucial to hospitality organizations than manufacuring organizations?

because the hospitality industry encounters unpredictable circumstances more frequently

Bill Marriott Sr. reportedly fired an employee on the spot for insulting a guest. When this story got around the organization, employees quickly learned that Marriott did not tolerate disrespect toward guests. This did NOT demonstrate the influence of ___ on an organization’s culture

rituals

changing organizational culture often needs ___

change in leadership or mindset of existing leadership

according to your textbook, organizational culture is very important because it “fills the gaps”. what are the “gaps” referred in

the unpredicted situations from the company manual or rulebook

which of the following best exemplifies the power “norms” and “policies” in communicating an organization’s culture?

the “ten foot rule” requiring hotel employees to make eye contact and smile at guests within ten feet

In the “fish!” video, each employee has unique title such as “catcher extraordinaire”, “the goofy redhead”, “the relatively quiet one”. This demonstrates the power of ___ in communicating and forming the organizational cuture

language

which of the following is NOT included in the FIsh! Philosophy principles?

relax

which of the following statements about Chick Fil-A is NOT correct

the culture of Chick Fil-A restaurant is built on Buddism value

which of the following are invisible elements of organizational culture

belief, norms, and value

which of the following statement regarding organizational culture is NOT correct

managers do not need to be concerned with subcultures, because subcultures are also supportive to company culture

Effective hospitality leaders do not just talk about culture. They turn it into action. They personally model their commitment to the service mission and they do it visibly

true

Guests can also help teach and reinforce the values, belif, and norms expected of the employees. For example, if a ride operator in Disney Park fails to make eye contact or does not smile, a park visitor may comment about the deviation from the service norm at Disney by joking “whit is the matter? did Goofy step on your toe?”

true

Which form of emotional labor management causes less sxhaustion and can enhance an employee’s well-being?

deep acting

which of the following statements regarding a certain source of external referral is NOT correct?

another advantage of internet advertisement is that it generates minimum number of disqualified candidates

which of the following can help human resource managers to identify KSAs associated with a certain job?

both of the listed (job analysis & study best performers)

Disney world uses its international college program to hire cast members for EPCOT. which of the followings is NOT an accurate reason for Disney to use such an external recruitment tool?

it takes less time and cost to bring in international workforce

STAR technique is an effective way to answer behavioral interview questions. What does STAR stand for?

situation, task, action, result

Recruitment is the process of ___.

locating, identifying, and attracting portential employees

A part of a job announcement on the position of “assistant manger, attraction operation” reads as follows: 1…2… What terminology describes this part of the announcement?

job description

when interviewers make up questions as they go along, have no pre-determined way to score applicants, or rely purely on their memory of the interview, they are conduction___

unstructured interview

our personal life at home can affect our mood. However when we go to work we must change a t least our outward emotional display. What kind of labor do we engage?

emotional labor

behavioral interview is to evaluate a job applicant’s KSAs based on their past performance. Which of the following questions is a behavioral interview question?

would you please tell me an example of how you helped to resolve a customer’s prblem?

If employment planning shows a large surplus of employees, management many want to ___.

downsize

which of the following statements is NOT correct?

the hospitality industry only hires service naturals

a job specification is ___

a list of job qualifications

while ___ can reach a large centralized body of hospitality job applicants, many of those applicants are only eligible for entry level positions

college recruiting

KSAs are identified in job analysis, and they are important criteria in recruitment, selection, training, and performance evaluation. What does KSA stand for?

knowledge, skills, and abilities

there are two way to manage emotional labor in the hospitality industry: surface acting and deep acting. Suring acting involves___

changing facial expression to display emotion needed at work

which of the following reasons is NOT why hospitality organizations like to promote from within?

internal candidates ten to be service neaturals

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

situational interview

---

is the first step in staffing in hospitality indsutry

human resource planning

Susan begins her career working in the human resources department of a hotel corporation. to respond to a candidate for a management position who wants to know more about the job, Susan is likely to send which of the following?

job description and specification

Coaching is considered a form of external training

false

which of the following statements regarding organizational training is NOT correct?

training programs are relatively inexpensive compared to their value

Which of the following statements regarding on-the-job training is NOT correct?

this type of training does not need to be planned because it uses experienced personnel

which of the training method can enable training to be delivered anytime, anyplace and anyone without geographic boundaries?

online training

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

content mastery

In which situation will a company prefer to choose in-house training?

when the company aims at preserving business intelligence and company culture

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

all the listed (gaining insights from employee’s performance evaluations, asking employees about the skills they need to improve their job, asking guests which employee skills impact guest satisfaction)

At which three levels that the need assessment for a training program takes place?

organization, task, individual

which training method can best help new employees acclimate to an organization quicker and better develop their career?

mentoring

which of the following statements regarding training and development is NOT correct?

training custodians for safely handling chemicals is an example of employee development program

which is the best training approach when airline companies want to teach their pilots how to fly different airplanes into different airports and prepare for emergency situations?

simulation

the seaside hotel is training its form desk personnel and telephone reservation ages on each other’s job. In the period of short-staffing, they can help each other out. What training method is the hotel using?

cross-functional training

a less expensive way to ge training for one or two key people is to ___

send them to external training, such as a university continuing education program

which one of the Berry’s principles of training stresses the importance of teaching the organization’s culture and vision to give employees a way to make sense out of their jobs and how they do them?

the big picture

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

false

the ultimate and most sophisticated level of evaluating training effectiveness is ___

organizational performance

which are the common causes (or what is the common cause) for an ineffective training program?

all the listed (training costs and benefits are not thoroughly analyzed, outcome measures are not clearly developed, training objectives are unknown or not clearly defined)

when train ticket office sales agents on upselling packages, the best measure of training effectiveness is ___

organizational performance

participant survey is a commonly used measure of assessing training effectiveness. However, typically it is not the most accurate measure because ___

responses tend to reflect the liking of the participants rather than its effectiveness for the organization

Disney Aspire program is an employee training effort

false