Podcast
Questions and Answers
Which of the following best describes the role of Human Resource Management (HRM) in hospitality organizations?
Which of the following best describes the role of Human Resource Management (HRM) in hospitality organizations?
- Designing building layouts
- Hiring, training, and motivating employees (correct)
- Managing customer complaints
- Creating marketing campaigns
What is the primary reason for hiring service naturals?
What is the primary reason for hiring service naturals?
- They work longer hours
- They require no training
- They are less expensive
- They instinctively provide great service and build rapport with guests (correct)
What is emotional labor in the hospitality industry?
What is emotional labor in the hospitality industry?
- The physical work done by employees
- Organizing employee events
- Managing feelings and expressions to meet job requirements (correct)
- Calculating employee salaries
What percentage of the workforce is estimated to be service naturals?
What percentage of the workforce is estimated to be service naturals?
Why is job analysis considered the foundation of human resources?
Why is job analysis considered the foundation of human resources?
Which recruitment method is most likely to promote company loyalty?
Which recruitment method is most likely to promote company loyalty?
What is the primary goal of onboarding new hires?
What is the primary goal of onboarding new hires?
What type of interview asks applicants to describe how they handled a specific situation in the past?
What type of interview asks applicants to describe how they handled a specific situation in the past?
Which personality trait is considered the most valid predictor of job performance?
Which personality trait is considered the most valid predictor of job performance?
What is the primary benefit of hiring external candidates?
What is the primary benefit of hiring external candidates?
What is the primary role of guest-contact employees in hospitality organizations?
What is the primary role of guest-contact employees in hospitality organizations?
What is the key challenge for hospitality managers in motivating employees?
What is the key challenge for hospitality managers in motivating employees?
According to the service-profit chain, what does employee motivation ultimately impact?
According to the service-profit chain, what does employee motivation ultimately impact?
What is a psychological contract in the context of employee motivation?
What is a psychological contract in the context of employee motivation?
Which type of need is primarily associated with employees seeking steady income for basic living expenses?
Which type of need is primarily associated with employees seeking steady income for basic living expenses?
What is the purpose of employee recognition programs?
What is the purpose of employee recognition programs?
Which company is known for empowering employees to spend up to $2,000 to resolve guest issues without management approval?
Which company is known for empowering employees to spend up to $2,000 to resolve guest issues without management approval?
What is the primary goal of empowerment in hospitality organizations?
What is the primary goal of empowerment in hospitality organizations?
What are SMART goals?
What are SMART goals?
What is the primary benefit of offering non-cash rewards like certificates and plaques?
What is the primary benefit of offering non-cash rewards like certificates and plaques?
What is the primary concept of co-creation in hospitality organizations?
What is the primary concept of co-creation in hospitality organizations?
Which of the following best describes a guest-centric view in hospitality?
Which of the following best describes a guest-centric view in hospitality?
What is the role of guests as quasi-employees?
What is the role of guests as quasi-employees?
What is a key benefit of guest co-production for organizations?
What is a key benefit of guest co-production for organizations?
Which of the following is an example of guests as unpaid consultants?
Which of the following is an example of guests as unpaid consultants?
What is the primary reason for involving guests in co-production?
What is the primary reason for involving guests in co-production?
What is the advantage of allowing guests to book services online?
What is the advantage of allowing guests to book services online?
How can organizations ensure guests are successful in co-production tasks?
How can organizations ensure guests are successful in co-production tasks?
What is the primary disadvantage of guest co-production for guests?
What is the primary disadvantage of guest co-production for guests?
Why might hospitality organizations "fire" a guest?
Why might hospitality organizations "fire" a guest?
What is the primary goal of a hospitality organization as an information system?
What is the primary goal of a hospitality organization as an information system?
How can self-service technologies improve the guest experience?
How can self-service technologies improve the guest experience?
What is the main challenge of information overload in hospitality organizations?
What is the main challenge of information overload in hospitality organizations?
What is the primary purpose of an information system in hospitality organizations?
What is the primary purpose of an information system in hospitality organizations?
What is the role of RFID technology in casinos?
What is the role of RFID technology in casinos?
What is the primary goal of protecting sensitive information in hospitality organizations?
What is the primary goal of protecting sensitive information in hospitality organizations?
How can information systems improve the guest experience at Delta Airlines?
How can information systems improve the guest experience at Delta Airlines?
What is the purpose of virtual tours on hospitality websites?
What is the purpose of virtual tours on hospitality websites?
How can point-of-sale (POS) systems enhance restaurant operations?
How can point-of-sale (POS) systems enhance restaurant operations?
What is the main purpose of collaborative filters in hospitality?
What is the main purpose of collaborative filters in hospitality?
What is the purpose of an integrated information system in hospitality organizations?
What is the purpose of an integrated information system in hospitality organizations?
What is the primary challenge of maintaining information security in hospitality organizations?
What is the primary challenge of maintaining information security in hospitality organizations?
What is the main challenge of providing extensive information to guests, as illustrated by the wine menu example?
What is the main challenge of providing extensive information to guests, as illustrated by the wine menu example?
How can information technology enhance the guest experience in fine dining restaurants?
How can information technology enhance the guest experience in fine dining restaurants?
What is the primary purpose of a decision support system (DSS) in hospitality?
What is the primary purpose of a decision support system (DSS) in hospitality?
What is the main advantage of using the Economic Order Quantity (EOQ) model in hospitality?
What is the main advantage of using the Economic Order Quantity (EOQ) model in hospitality?
Which of the following is an example of cross-selling in hospitality?
Which of the following is an example of cross-selling in hospitality?
What is the primary goal of market segmentation in hospitality?
What is the primary goal of market segmentation in hospitality?
Which of the following is an example of data analytics in hospitality?
Which of the following is an example of data analytics in hospitality?
How can hospitality organizations address information deficiencies?
How can hospitality organizations address information deficiencies?
Flashcards
HRM Role in Hospitality
HRM Role in Hospitality
Hiring, training, and motivating employees to achieve organizational goals.
Primary Reason for Hiring Service Naturals
Primary Reason for Hiring Service Naturals
They provide great service and build rapport instinctively and naturally.
Emotional Labor
Emotional Labor
Managing feelings and expressions to meet job requirements.
Job Analysis Importance
Job Analysis Importance
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Recruitment Method Promoting Loyalty
Recruitment Method Promoting Loyalty
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Primary Goal of Onboarding
Primary Goal of Onboarding
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Behavioral Interview
Behavioral Interview
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Benefit of Hiring External Candidates
Benefit of Hiring External Candidates
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Role of Guest-Contact Employees
Role of Guest-Contact Employees
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Challenge for Motivating Employees
Challenge for Motivating Employees
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Impact of Employee Motivation
Impact of Employee Motivation
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Psychological Contract
Psychological Contract
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Associated Needs
Associated Needs
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Purpose of Recognition Programs
Purpose of Recognition Programs
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Who Empowers Employees?
Who Empowers Employees?
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Study Notes
- Human Resource Management (HRM) in hospitality involves hiring, training, and motivating employees.
- Service naturals are hired primarily because they instinctively provide great service and build rapport with guests.
- Emotional labor in the hospitality industry is managing feelings and expressions to meet job requirements.
- It is estimated that 10% of the workforce are service naturals.
- Job analysis is the foundation of human resources, identifying the skills, abilities, and knowledge needed for a job.
- Internal hiring is the recruitment method most likely to promote company loyalty.
- The primary goal of onboarding new hires is integrating new employees into the organization and its culture.
- A behavioral interview asks applicants to describe how they handled a specific situation in the past.
- Conscientiousness is considered the most valid predictor of job performance.
- The primary benefit of hiring external candidates is fresh perspectives and new ideas.
- The primary role of guest-contact employees in hospitality organizations is interacting with guests to create positive experiences.
- The key challenge for hospitality managers in motivating employees is discovering what makes employees go beyond their job descriptions.
- According to the service-profit chain, employee motivation ultimately impacts customer satisfaction and profitability.
- A psychological contract in the context of employee motivation refers to unwritten expectations between employer and employee.
- Economic needs are primarily associated with employees seeking steady income for basic living expenses.
- Employee recognition programs reinforce desired behaviors and performance.
- Ritz-Carlton is known for empowering employees to spend up to $2,000 to resolve guest issues without management approval.
- The primary goal of empowerment in hospitality organizations is allowing employees to make decisions that improve guest experiences.
- SMART goals are Specific, Measurable, Attainable, Results-oriented, and Time-bound.
- The primary benefit of offering non-cash rewards like certificates and plaques is they create a lasting emotional impact.
- The primary concept of co-creation in hospitality organizations involves guests in creating their own experiences.
- A guest-centric view in hospitality involves guests in the design of their experiences.
- The role of guests as quasi-employees involves them in co-production tasks like self-service check-ins.
- A key benefit of guest co-production for organizations is reduced labor expenses.
- Writing positive reviews on social media is an example of guests as unpaid consultants.
- The primary reason for involving guests in co-production is to enhance the guest experience and reduce costs.
- The advantage of allowing guests to book services online is improved convenience and control.
- Organizations can ensure guests are successful in co-production tasks by providing clear instructions and training.
- The primary disadvantage of guest co-production for guests is a higher risk of unsatisfactory experiences.
- Hospitality organizations might "fire" a guest for disruptive or abusive behavior.
- The primary goal of a hospitality organization as an information system is to provide each person with the necessary information to serve the customer effectively.
- Self-service technologies improve the guest experience by providing faster and more efficient service.
- The main challenge of information overload in hospitality organizations can lead to excessive data consumption and non-useful information.
- The primary purpose of an information system in hospitality organizations is to get the right information to the right people at the right time.
- The role of RFID technology in casinos is to track real-time betting records and improve player recognition.
- The primary goal of protecting sensitive information in hospitality organizations is to prevent unauthorized access and data breaches.
- Information systems improve the guest experience at Delta Airlines by providing timely information to customer service representatives.
- The purpose of virtual tours on hospitality websites is to provide guests with a preview of the property and enhance their expectations.
- Point-of-sale (POS) systems enhance restaurant operations by improving the efficiency of food preparation and order management.
- The main purpose of collaborative filters in hospitality is to allow customers to share information and provide targeted experiences.
- The purpose of an integrated information system in hospitality organizations is to bring together diverse sources of organizational information for better decision-making.
- The primary challenge of maintaining information security in hospitality organizations is to prevent unauthorized access and data breaches.
- The main challenge of providing extensive information to guests is that it can overwhelm guests and diminish their experience.
- Information technology can enhance the guest experience in fine dining restaurants by providing cues that signal a formal dining environment.
- The primary purpose of a decision support system (DSS) in hospitality is to assist in making informed decisions by analyzing data.
- The main advantage of using the Economic Order Quantity (EOQ) model in hospitality is that it helps manage inventory and predict customer demand.
- Offering a hotel room upgrade when a guest books a flight is an example of cross-selling in hospitality.
- The primary goal of market segmentation in hospitality is to customize products and services to meet individual guest needs.
- Using statistical analyses to search large datasets for useful information is an example of data analytics in hospitality.
- Hospitality organizations can address information deficiencies by implementing self-contained decision-making units and empowering employees.
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