Ch6 Exam Prep Training And Developing Employees To Serve

CHAPTER 6: Training and Developing Employees to Serve

Testbank

True/False

1. At Starwood Hotels and Resorts Worldwide, during training they stress being “on point.”

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Training at Starwood Hotels

Difficulty Level: Easy

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Wall-to-Wall Training at SAS

Difficulty Level: Easy

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Wall-to-Wall Training at SAS

Difficulty Level: Easy

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Participant Feedback

Difficulty Level: Easy

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

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Tuition Assistance

Difficulty Level: Easy

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

Learning Objective: LO 6.3 Determine what a training program is supposed to accomplish.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Solving the Guest’s Problem

Difficulty Level: Medium

1. The most common training method is computerized presentations.

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Training Methods

Difficulty Level: Easy

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

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Competition is Watching

Difficulty Level: Medium

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

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: On-the-Job Training

Difficulty Level: Easy

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

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Employee Development

Difficulty Level: Easy

1. Effective training should lead to behavioral change.

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Behavioral Change

Difficulty Level: Easy

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

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Critical Skills

Difficulty Level: Easy

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Participant Reactions

Difficulty Level: Easy

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

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Berry’s five training principles

Difficulty Level: Easy

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Organizational Performance

Difficulty Level: Easy

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

Learning Objective: LO 6.2 Evaluate the need for training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: What Do We Need?

Difficulty Level: Easy

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Know Your Training Objectives

Difficulty Level: Easy

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Training Costs

Difficulty Level: Easy

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

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Employee Development

Difficulty Level: Medium

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

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Supporting General Education

Difficulty Level: Easy

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

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: One-on-One Training

Difficulty Level: Easy

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Know Your Training Objectives

Difficulty Level: Easy

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

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Employee Training

Difficulty Level: Easy

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

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Classroom Training

Difficulty Level: Medium

25. 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.

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Varied Approaches

Difficulty Level: Easy

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

Learning Objective: LO 6.2 Evaluate the need for training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: What do We Need to Improve?

Difficulty Level: Easy

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

Learning Objective: LO 6.3 Determine what a training program is supposed to accomplish.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Solving the Guest’s Problem

Difficulty Level: Medium

28. Coaching is considered a form of external training.

Learning Objective: LO 6.4 Describe the types of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Internal Training

Difficulty Level: Medium

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

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Internships

Difficulty Level: Easy

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.

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Simulation

Difficulty Level: Easy

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

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: On-Line and Electronic Learning

Difficulty Level: Easy

32. Mentorship is basically apprenticeship for executives

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Mentoring

Difficulty Level: Easy

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

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Preparing for Organizational Needs

Difficulty Level: Easy

Multiple Choice

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

• 1. $100 million
  2. $1 billion
  3. $10 billion
  4. $100 billion

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Employee Training

Difficulty Level: Easy

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

1. Safety, show, efficiency, courtesy
2. Safety, courtesy, show, efficiency
3. Honesty, care, encouragement, duty
4. Efficiency, safety, focus, loyalty

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Training at Disney

Difficulty Level: Easy

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

1. Asking guests which employee skills impact guest satisfaction
2. Studying bottom performers to see what they need to work on
3. Asking employees about their preferred training methods
4. Find external consultants to develop training

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Berry’s Five Training Principles

Difficulty Level: Medium

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

1. Apprenticeship
2. Mentorship
3. Coaching
4. Internship

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Apprenticeships

Difficulty Level: Easy

38. The ultimate and most sophisticated level of evaluating training effectiveness is

1. participant feedback
2. organizational performance
3. content mastery
4. behavioral change

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Organizational Performance

Difficulty Level: Easy

39. 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.

1. mission statement
2. core values
3. house rules
4. case studies

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Big Picture

Difficulty Level: Medium

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

1. Organizational
2. Individual
3. Team
4. Task

Learning Objective: LO 6.2 Evaluate the need for training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: What Do We Need to Improve?

Difficulty Level: Easy

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

1. Content mastery
2. Participant reactions
3. Behavioral change
4. Organizational performance

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Measuring Training Effectiveness

Difficulty Level: Medium

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

1. Content mastery
2. Participant reactions
3. Behavioral change
4. Organizational performance

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Measuring Training Effectiveness

Difficulty Level: Medium

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

1. produce a specially tailored in-house program
2. send them to a university program
3. fire them
4. talk to them about what they could do better

Learning Objective: LO 6.4 Describe the types of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: External Training

Difficulty Level: Easy

44. Employees should be given the chance to advance because

1. Humans have a need for safety.
2. Employees appreciate the fact that their organization makes the opportunity available.
3. Loyal employees have less company worth.
4. They earn it with seniority.

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Giving Employees the Chance to Advance

Difficulty Level: Medium

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

1. On-the-job training
2. Online learning
3. Classroom training
4. Mentorships

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Training Methods

Difficulty Level: Easy

46. The greatest challenge of employee development is

1. the wasted investment if the employee leaves the company
2. employees who are content with their current position and have no desire to develop
3. knowing exactly what will be successful in the future is impossible
4. getting employees in the same place at the same time

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Employee Development

Difficulty Level: Medium

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

1. training by speakerphone
2. work-team seminars
3. computerized instruction
4. one-on-one supervised experiences

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: On The Job Training

Difficulty Level: Easy

48. Wall-to-wall training refers to the idea that

1. Everybody at a certain physical location is trained.
2. Employees are trained to do each job at their physical location.
3. Everybody throughout the organization receives training.
4. Everyone in the organization is cross-trained for at least one other job function.

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Wall-to-Wall Training at SAS

Difficulty Level: Medium

49. Training people in “the big picture” accomplishes which goal?

1. It formalizes the benchmarking process.
2. It helps employees see how their jobs relate to overall organizational goals.
3. It accommodates the information-processing limitations of employees.
4. It allows everyone to focus more directly on guest key drivers.

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: The Big Picture

Difficulty Level: Medium

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

1. task, individual, and industry
2. individual, departmental, organizational
3. industry, organization, and individual
4. organizational, task, and individual

Learning Objective: LO 6.2 Evaluate the need for training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: What Do We Need?

Difficulty Level: Easy

51. Just what type of training to offer employees

1. is obvious
2. is sometimes difficult to determine
3. depends on the service-failure rate
4. depends on where in the delivery system the employees are located

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Know Your Training Objectives

Difficulty Level: Medium

52. A major advantage of the Traditions training at Disney is that

1. It teaches new employees the Disney culture.
2. It reduces the cost of the Disney experience.
3. It helps benchmark the best employees against one another.
4. It breaks down status barriers between top management and employees.

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Training at Disney

Difficulty Level: Medium

53. Are there any downsides to a great training program?

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: When a Great Training Program Can Hurt You

Difficulty Level: Medium

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

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

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Participant Reactions

Difficulty Level: Medium

55. How does training relate to employee development?

1. Training is the same as employee development.
2. Training is not a component of employee development.
3. Training prepares employees for their future job, while employee development prepares them for their current job.
4. Training focusses on overcoming deficiencies they have in performing their current job.

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Employee Development

Difficulty Level: Medium

56. Training is important to hospitality organizations because

1. The individual hospitality employee can make or break the organization’s relationship with its guests.
2. Training programs are relatively inexpensive compared to their value.
3. Measuring its results can lead to improved guest service.
4. Training programs are relatively inexpensive compared to on-the-job experience.

Learning Objective: LO 6.1 Explain the importance of training and development to hospitality organizations.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Chapter Introduction

Difficulty Level: Easy

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

• 1. Job assessment
  2. Task analysis
  3. Individual analysis
  4. Employee evaluation

Learning Objective: LO 6.2 Evaluate the need for training.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: What do We Need to Improve?

Difficulty Level: Medium

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

1. Observation
2. Employee assessment
3. Task analysis
4. Data-driven

Learning Objective: LO 6.3 Determine what a training program is supposed to accomplish.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: Data-Driven Approaches to Identifying Training Needs

Difficulty Level: Medium

59. On-The-Job Training

• 1. is best done by observing the experienced workers
  2. is typically conducted by departmental managers
  3. does not need to be planned because it uses experienced personnel
  4. forces new employees to “sink or swim”

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Comprehension

AACSB: Systems and processes in organizations

Answer Location: On-The-Job Training

Difficulty Level: Medium

60. Apprenticeships combine coaching with

1. on-the-job training
2. traditional classroom training
3. on-line learning
4. Internships

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Apprenticeships

Difficulty Level: Medium

61. Internships are ______ formal and ______ rigorous than apprenticeships.

1. more; more
2. less; less
3. less; just as
4. just as; less

Learning Objective: LO 6.5 Examine training methods.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Internships

Difficulty Level: Easy

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

• 1. thieving
  2. poaching
  3. rubber-stamping
  4. pilfering

Learning Objective: LO 6.6 Discuss the methods used by hospitality organizations to measure the effectiveness of training.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: When a Great Training Program can Hurt You

Difficulty Level: Easy

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

1. slotting
2. typecasting
3. labeling
4. temping

Learning Objective: LO 6.7 Explain the importance of training in long-term development.

Cognitive Domain: Knowledge

AACSB: Systems and processes in organizations

Answer Location: Giving Employees the Chance to Advance

Difficulty Level: Easy