question

Give department specific job information

answer

Which of the following is NOT considered a goal of an organization?

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Mentor

answer

The _______________is in an excellent position to assess a new employee in developing a career ladder

question

become comfortable with the work environment and to learn where they fit in it

answer

In addition to job skill training, orientation allows new employees to

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inform staff memebers about the reasons for the policies and porcedures

answer

What can an organization do to encourage consistent adherence to policies and regulations as outlined in the employee handbook

question

Performance appraisal team leader

answer

Which of the following is not commonly considered to be the role of a member?

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a department tour

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Which of the following is most likely to be inclined in an induction program?

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Have each employee sign a document stating they have read and understand the handbook, then place a copy in the employees personal file

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What is the most effective way of documenting that all staff members have read and understand the companies employees handbook?

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provide time and money benefits that outweigh its cost

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For a training program to be "cost effective" its must

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When the employee is allowed to have special time set aside to engage in training activities

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When is it appropriate to add training responsibilities to the regular job responsibilities of an employee

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indicates how each task identified in the task list should be performed

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The importance of a task breakdown is that it

question

Explain why the training is needed and what employees should expect

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Which is the most effective means of motivating trainees for a training program?

question

state training objectives

answer

As a part of training preparation it is necessary to:

question

Job rotation

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An employee may be temporarily assigned to different tasks for the purpose of providing work variety and experience as part of ____________________?

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Engage in an ice breaker

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How could a trainer encourage trainees to meet one another and generate excitement about the training?

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reliable

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If a performance appraisal method delivers consistent and dependable measurements it is said to be

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Managing by walking around

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All fo the following are examples of the third party opinion method of training evaluation EXCEPT

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it provides immediate feedback

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Which of the following is an advantage of on the job training?

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Measures what it is suppose to measure

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If a training evaluation method said to be "valid" it means that it

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Passive

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Repeating and restating a questions good way to attempt to engage_______________trainees

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Performance management

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___________________is a systematic process by which managers help employees to improve their ability to achieve goals

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Emphasize employees negative characteristics

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An effective employee appraisal system should do all of the following EXCEPT

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none of the above

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Which of the following is an example of an internal customer?

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Managing by walking around

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After training is complete________________is/are a good way to observe and evaluate whether knowledge and skills taught during training are being applied:

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tasks and behavior

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Which of the following analysis aims to identify employers KSA's

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Critical incident

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Which appraisal system is an example of an absolute standard appraisal method?

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Result based

answer

The performance rating system used by the executive housekeeper at a 450 room hotel assesses room attendant performance on the basis of a room inspection report on the rooms they have cleaned. Is an example of which rating system?

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Joey was patient with Mr. Jones who needed extra assistance

answer

Which of the following could be considered a critical incident?

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Targeted outcome appraisal

answer

Behaviorally Anchored Rating Scales are a form of:

question

Checklist approval

answer

Management by objectives is an example of which appraisal method?

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Programmed instruction

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Which of the following training methods allows employees to learn at their own pace?

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Subordinates

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In an upward assessment, a worker is assessed by his/her

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the pitchfork effect

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The tendency to let the negative assessment of one individual trait influence the evaluation of other non-related traits is known as

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Trainee preparation

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What is the First step in the individual on job training method?

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Results oriented

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Which of the following is the most common type of training objective?

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Lack an organized approach to delivery

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The pricipal problem with traditional "tag along" training programs is that they:

question

Confidential and anonymous

answer

When obtaining evaluation information from trainees regarding the training program, it is important that the information be:

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Must first be trained to train

answer

When an excellent employee is chosen to serve as a trainer for other employees he/she

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Elimination of all employee turnover

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Which of the following is not generally considered a benefit of a good training program?

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Orientation Program

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Two weeks after starting her job as a room service attendant. Beyonce is overwhelmed with all her new responsibilities. She would try to get some counseling through the employee assistance program, but she doesn't know where the human resources office is at her property. After directing Beyonce to the HR office, Beyonce's Manager should consider suggesting improvements in the properties

question

Specific job

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The general manager of the Grand Budapest Hotel notices that new hires are not learning their jobs very quickly. She should direct her departmental managers to examine their training programs and their_______________________orientation programs

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Conference training

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One-to-one Discussion between the trainer and the trainee are form of

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Training budgets have been steadily decreasing since 2000

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Which of the following statements about training expenditures is true?

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A Mickey Mouse Approach

answer

the Gosling Hotel has its new orientation program in place. The general manger has decided that new hires will work in relatively easy job until they get a feel for the work, and are familiar with the industry. The Gosling Hotel management is using which of the following undesirable approaches to orientation>

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Introduce him to the values, norms and behaviors consistent with success in the organization

answer

Les, a new employee on the Titanic, has gone through orientation. He knows the layout of the ship, the departments in the organization and all the basic rules and procedures for being an employee of the ocean liner. He resists the idea of going through a socialization program, because he doesn't like making small talk. Leo does not know that the real purpose of a socialization program is to

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Final rankings of employees should conform statistically to a bell-shaped curve

answer

Which of the following criteria is NOT likely to help a hospitality organization meet minimum legal requirements in relation to appraising employee performance

question

Tournament Vs. Contest

answer

In one report hotel, new chefs are given multiple opportunities to succeed. Which of the following aspects of socialization strategy is related to the number of chances a new employer is give to succeed?

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the performance of marginal employees often improves as the new employee is socialized

answer

Emma Stone, a relatively new employee herself is called upon to help socialize a brand new employee in a large hotel. Emma's performance to date has been marginally acceptable. Research shows that it may be better to have marginal employees socializing the marginal one

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Reaction Based

answer

A manager considered her training program unsuccessful due to the fact that a majority of the trainees said they did not like it. This manger was using a/an __________________training objective

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On the Job training

answer

Jennifer Lawrence hands a guest room key, smiles and says "if we can do anything to help make your stay more pleasant, don't hesitate to call us." A trainer in the background makes some remarks on a paper on a clipboard. A training program that emphasizes the degree of sincerity or friendliness with which guest services is delivered is likely based on which of the following types of training objectives?

question

Providing performance feedback

answer

At the Iron Man Country Club, performance appraisals are used primarily to access what employee need to do to improve their performance. This is an example of using performance appraisals fro

question

Task and Behavior analysis

answer

What of the following analyses aims to identify employees knowledge skills and abilities (KSA's)?

question

result-oriented

answer

Which of the following is the most common type of training objective

question

job rotation

answer

A training method that involves moving trainees from one job to another is called

question

Provide time and money benefits that outweigh its costs

answer

For a training program to be "cost effective" it must

question

Mary was patient with a Mr. Jones who needed extra assistance

answer

which of the following could be considered a critical incident?

question

Information about technical aspects of the job such as the contents of the job description and the kids of equipment operation that are required for the job

answer

General Property orientations and specific job orientations often job orientations often cover different kinds of information. Which of the following types of information would you most expect to see covered in a well-designed specific job orientation?

question

Task and behavior analysis

answer

Which of the following analyses aims to identify employees KSAs?

question

Ellen

answer

Given the following paired comparison rankings, which employee would receive the highest appraisal in relation to guest service? Guest Service skills Ellen is better than Jerome Jerome is better than Lori Bart is better than Jerome Ellen is better than Lori Ellen is better than Bart Bart is better that Lori

question

Managers can become better appraisers of performance by understanding the factors that increase the likelihood of error

answer

Which of the following statements about criteria for performance appraisals is true?

question

recency error

answer

Two weeks before his performance appraisal, John successfully resolved a service complaint involving one of the company's most important clients. Although John's job performance is usually average and sometimes poor his manger gave him a glowing performance appraisal. Which of the following best describes the type of error that the manger made in appraising John's performance

question

many appraisers cannot remember events and behaviors that occurred as long as six or twelve months ago

answer

The most significant problem with conducting performance appraisals annually or semi-annually is that

question

In formal strategies new comers are segregated from other organizational members. In informal strategies, new comers are included with members much of the learning takes place in their natural enviroment

answer

Formal Vs. Informal

question

Newcomers either go through socialization alone or as part of a group

answer

Individual Vs. Collective

question

Newcomers either go through identifiably different stages or the process

answer

Sequential Vs. Non-sequential

question

Fixed strategies have specific timetable for certain types of training; variable have no timetables

answer

Fixed Vs. Varible

question

in tournaments new comers win to move on to next stage; in contest newcomers are given multiple opportunities to succeed

answer

Tournament Vs. Contest

question

Serial strategies involve current members teaching newcomers to "act as we act" disjunctive strategies allow for new behaviors

answer

Serial Vs. Disjunctive

question

In Investiture the process is one of "giving" information to newcomers; in Divestiture the process is on e of taking old habits away

answer

Investiture vs. Divestiture

question

Package of written materials given to new employees to supplement the oral information provided during the orientation session Can include current organization chart employee handbook employee performance appraisal forms employee newsletter maps of facility

answer

Orientation kit

question

Step 1 Obtain support of top-level managers Step 2 Determine goals of the mentoring program Step 3 Appoint key planning staff (cross Functional team Step 4 Plan mentoring program Step 5 Obtain approval of top-level managers Step 6 Roll out program Step 7 Select and prepare mentors Step 8 select mentorees Step 9 Match mentors with mentorees Step 10 Monitor support and evaluate the program

answer

Mentoring Program ******

question

Knowledge Skills and Abilities

answer

KSA's Stand for

question

Do things one layer at a time

answer

Sandwich Method

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