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WorksheetsGEM201 - Quiz 3
Total questions: 40
Worksheet time: 1hrs 21mins
KSAs stand for
Keeping Service Alert.
Key Strategic Activities
Knowing Service Actions
Knowledge, Skills, and Abilities
The beliefs by employees that their knowledge, skills, and abilities are sufficient to perform at the desired level is called
empowerment.
expectancy
role beliefs
self-efficacy.
Which of the following is NOT an advantage of a diversified workforce?
It can probably serve a diversified customer population well.
It probably shows that the organization has tapped into all available segments of the labor pool.
It sensitizes managers to the needs of people from different backgrounds.
It is less expensive than a non-diversified workforce
Succession plans are used to
plan employee careers, including the progression through a number of key positions
plan the next step toward achieving the company's goals
determine where the company wants to go.
help managers find new jobs outside the company
Guestology can be best defined as
stories about good experiences of hospitality guests.
the scientific study of how guests behave in hospitality organizations.
the art of treating customers like guests.
empowering guests to provide their own service.
The primary challenge to the hospitality service provider is the
uniqueness of each guest experience
actions of the employees directly interacting with customers.
global nature of the industry
successful collaboration of different departments of a company
The principles of guestology can be applied appropriately to
internal customers.
external customers.
both internal and external customers
neither internal nor external customers
Questions relating to which of the following should be included in a structured interview in the hospitality industry?
work competencies
commitment to service
critical incidents
all of the above
The challenge of hospitality is best explained as
getting employees to smile at all guests
finding employees with good experience in hospitality
ensuring that employees always offer the high level of service the guest wants and expects every time, perfectly
providing a good product regardless of the setting or the service delivery system
Which of the following is an example of "Rewarding A while hoping for B"?
reinforcing desired behavior when it is observed
rewarding one employee while hoping that another employee gets the first employee's job
rewarding an employee in hopes that other employees will adopt other favorable behaviors
none of the above
The quality of the guest-service experience is defined as
the difference between what the guest expected and what the guest actually got.
whatever the quality control department says is quality
an objectively determined value that can be calculated by formula
the counterpart to the cost
During training, Disney cast members are taught the four parts of the Disney Mission. In order of importance, they are
safety, show, efficiency, courtesy
safety, courtesy, show, efficiency
honesty, care, encouragement, duty
efficiency, safety, focus, loyalty
The primary purpose of all the various selection devices is to
spend as much money as possible on the selection process.
discourage unmotivated applicants from applying.
determine potential criminals.
help companies hire the kind of employees who can make the company's service experience truly stand out.==>
The characteristics of services include all the following EXCEPT:
They are partly or wholly intangible
They are consumed at the moment of production or delivery
They require interaction between the service provider and the customer.
the counterpart to the costThey meet the expectations of the typical first-time guest
Generation Y consists of those born from
1965 to 1976
1977 to 1997
1997 to present
none of the above
Once an organization's service strategy has been defined, it provides the basis ensuring that the customers' key drivers are addressed by determining all of the following EXCEPT
what the customers would like five years in the future
what the service environment in which the service product is provided should look and feel like
what the organization's service product should be
how the service delivery system makes the service product available to the guest
When a fast-food operator offers unique menu compared to other fast-food operators, that restaurant is practicing which of the following strategies?
high-price provider
differentiation
market niche
none of the above.
Successful yield management is best described as
the ability to minimize traffic problems at a tourist destination.
maximizing utilized restaurant food and minimizing wasted food.
managing the sale of capacity units to maximize their profitability
making sure that every room in the hotel is sold at full price or rack rate.
The design day concept is based on the idea that
the organization has to decide how much capacity to have available
guest demand is uncertain
one day is better than another
a market niche strategy.
When assessing future hospitality work, which statement is the MOST likely or accurate?
The next generation pretty much resembles the current generation in work ethic
The next generation will be more psychologically motivated than the current generation
The next generation of employees will be more diverse than the current generation
Baby boomers will have minimal effect on the available workforce
Which one of the following is NOT a key area in which action plans should be set?
management
capacity utilization
finance
core competencies
The risks of theming include
placing limits on what the organization can offer
providing a narrower range of menu offerings (in the case of a restaurant).
the organization only seeing success if the market for the theme continues to be strong
all of the above
The service setting will impact
only the guests
only employees
only the competition
none of the above
Which of the following guest characteristics influences how they see the service setting?
the mood they are in that day
their personality
their expectations
all of the above
An organization that attempts to increase the revenue-producing space within which it provides guest experiences at the expense of essential but non-revenue-producing space will most likely
have a memorable service setting, but poor delivery system.
have a boring service setting, but excellent delivery system
serve guests excellently
be top rated in customer service
The environment is important to the guest experience for all the following reasons EXCEPT:
It influences the guest's expectations
It sets and maintains the mood.
It has a positive effect on the employees
It can distract guests from noticing less satisfactory parts of the experience.
Which of the following factors does NOT moderate an individual response to the environment?
cultural values and beliefs
individual moods
individual demographic characteristics and personality traits
other people
Culture helps an organization's members deal with which issues that all organizations must resolve?
how to relate to the world outside of the organization
how the organization's members should relate to one another
how to bother a guest
both a and b
Through what they do, say, and write, culture-driven organizations seek to define all of the following EXCEPT
values
NORMS
Lifestyles
Beliefs
Guests who ____________ become potent assistants to the managers in monitoring,
reinforcing, and shaping employee behavior
yell at employees who do things wrong
are passive when there is a problem
make their expectations plain
None of the above
The likelihood of employees doing whatever they can to create and sustain service excellence is increased by
a stronger cultural norm.
a greater number of members who believe in it.
a greater number of employees who accept it.
all of the above
Telling stores are organizational heroes are important because
they communicate cultural values effectively
they are more effective communication tools than PowerPoint slides
they provide role models for other employees to emulate.
all of the above
Leaders in effective hospitality organizations use _____ to recognize and reward the behaviors, the culture values
money
bribes
rituals
nothing
The most important influence on any organizational culture is
the behavior of the organization's leader
the cultural values of the behind-the-scenes employees
what the guest expects
managerial instructions to employees
Hospitality organizations like to promote from within for all of the following reasons EXCEPT
the internal candidate is a known quantity
internal hiring leads to feelings of equity among present employees.
the internal candidate has assimilated the organizational culture
internal candidates tend to be smarter
Which statement regarding culture change is TRUE?
A strong culture is easier to change than a weak culture.
Strong cultural values can remain even if specific applications of values change.
A rich environment is easier to change than a lean environment.
Cultures cannot be changed
The selection decision will come down to which two factors?
how choosy the company can be and how well employee's performance can be predicted
how much advertising was done and what the response rate was
how pushy the candidate is and how receptive the selection committee is
how long the company has been looking for an employee and how long the candidate has been looking for a job
Which of the following is NOT a key principle that should be followed when developing an effective training strategy?
the big picture
formalized learning
determined focus
continuous improvement
Empowering employees requires sharing information and organizational knowledge that enables empowered employees to
understand and contribute to organizational performance
make decisions that influence organizational outcomes
focus only on their jobs
Factors influencing the acceptance of managerial direction lie in
the nature of the sender and receiver.
the sender and receiver and their relationships to the organization and to each other.
the nature of the communication itself
all of the above.
