GEM201 - Quiz 3

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