1. An important advantage of peer assessments is ___________.
Answer
Correct Answer:
Greater knowledge of the applicants' KSAOs
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2. In markov analysis for staffing, __________ is used to forecast future workforce availabilities.
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Correct Answer:
Transition probabilities
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3. A job candidate responding to an ""in-basket exercise"" would most likely be asked to __________.
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Correct Answer:
Draft memos to respond to letters received
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4. Which of the following is the first form that an employer should use in deciding whom to hire?
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Correct Answer:
Application
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5. What type of customers do hospitality organizations rely extensively on more than manufacturing organizations?
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Correct Answer:
Walk-ins
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6. Which term is best used to describe a long-term plan for progression of employees?
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Correct Answer:
Succession plans
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7. How can a pool of internal candidates be created?
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Correct Answer:
Job postings
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8. Why do organizations like to promote internal candidates?
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Correct Answer:
The organizational culture training has already been done.
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9. Where do most people in the hospitality industry start?
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Correct Answer:
Taking entry-level jobs
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10. Which is an advantage of hiring internally?
Answer
Correct Answer:
The employee’s performance has been observed.
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11. What term best fits “the process of analyzing an organization’s current human resources, and planning what they will need to meet the organization’s service mission”?
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Correct Answer:
Human Resources planning
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12. Outside of KSAs, which of the following is a known characteristic that is needed by employees who are physically serving customers?
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Correct Answer:
Enthusiasm
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13. Which term is used to define “a process that allows an organization to identify the exact job specifications and required competencies for each job”?
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Correct Answer:
Job analysis
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14. Recruiting is the process of
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Correct Answer:
Finding potential candidates based on certain skills sets
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15. What term does Scott Gross use to describe people who deliver exceptional customer service?
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Correct Answer:
Service naturals
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16. In deep acting
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Correct Answer:
The inner feelings of an individual’s feelings get changed so the emotion is genuinely felt.
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17. The process of managing feelings and expressions is best defined as
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Correct Answer:
Emotional labor
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18. What is a duty listed that Human Resources is usually NOT responsible for?
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Correct Answer:
Promoting employees
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19. A selection technique in which interviewers make up questions as they go along, and have no predetermined way to score applicants is known as ______ .
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Correct Answer:
Unstructured interview
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20. The process of modifying facial expressions and body language to display the expected emotions is known as _______ .
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Correct Answer:
Surface acting
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21. Succession plans is a _________ plan for the orderly progression of employees through key positions or key locations.
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Correct Answer:
Long-term
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22. A job interview conducted according to a set plan, usually involving a standard set of questions designed to gather relevant personal and job-related data is known as ________ .
Answer
Correct Answer:
Structured interview
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23. Situational interviews is a form of _______ where applicants explain how they would handle a specific problem or task.
Answer
Correct Answer:
Structured interview
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24. An individual who instinctively provides great service when presented with the opportunity is known as _______ .
Answer
Correct Answer:
Service naturals
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25. Which process is used selecting employees to fill organizational positions from the candidates with the necessary KSAs. ?
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Correct Answer:
Selection
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26. Recruitment is the process of finding candidates with the ksas necessary to fill organizational positions.
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Correct Answer:
True
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27. The process of integrating a new employee into an organization and its culture is known as _______ .
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Correct Answer:
On-boarding
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28. Job analysis is a systematic process through which information about the content of a job is ________ to determine the exact job specifications .
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Correct Answer:
Both a & b
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29. Which process is used for analyzing an organization’s current human resource capabilities and the organization’s human resources ?
Answer
Correct Answer:
Human resource planning
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30. Human resource management is used _________ to achieve organizational goals.
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Correct Answer:
Both a & b
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31. Hiring from within is the practice of filling positions within an organization from employees already working for the organization.
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Correct Answer:
True
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32. The process of managing feelings and expressions to fulfill the interactional and emotional requirements of a job is known as _______ .
Answer
Correct Answer:
Emotional labor
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33. Which process is used for changing inner feelings so that the expected emotion is also genuinely felt by the actor ?
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Correct Answer:
Deep acting
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34. A form of structured interview where applicants give specific examples ,this statement is related to ________ .
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Correct Answer:
Behavioral interviews
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35. A place where an array of tests are administered to measure the ksas of individuals is known as _______ .
Answer
Correct Answer:
Assessment center
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