Training & Development Flashcards
7 cards from real CHS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Training & Development flashcards as text
Role-playing as a training method is MOST effective for developing which hospitality skill?
Answer: Handling guest complaints and difficult situations
Role-playing simulates real interpersonal interactions in a safe setting, making it ideal for practicing guest complaint handling and other high-stakes communication skills.
Which training method involves an experienced employee demonstrating a task while trainees observe, then practice it themselves?
Answer: Demonstration
The demonstration method follows a 'watch me, now you try' approach, allowing trainees to see the correct technique before attempting it under supervision.
What is the primary advantage of e-learning modules for training hospitality employees?
Answer: They allow employees to complete training at their own pace and schedule
E-learning modules offer scheduling flexibility, allowing employees working varied shifts to complete required training at a time convenient for them and the operation.
Cross-training in a hospitality context refers to which practice?
Answer: Teaching employees to perform duties in multiple departments or positions
Cross-training teaches employees the skills needed for multiple roles or departments, increasing workforce flexibility and reducing operational disruption during absences.
In training delivery, what does the four-step 'Tell, Show, Do, Review' method represent?
Answer: A structured approach to teaching job skills step by step
'Tell, Show, Do, Review' is a proven four-step training method where the trainer explains the task, demonstrates it, has the trainee practice, and then provides corrective feedback.
Which type of training focuses on preparing employees for future roles with greater responsibilities within the organization?
Answer: Developmental training
Developmental training builds the skills, knowledge, and competencies employees will need to advance into higher-level roles, rather than addressing current job deficiencies.
A hospitality supervisor notices that a trained employee is not applying newly learned skills on the job. This is BEST described as a failure at which Kirkpatrick level?
Answer: Behavior
The 'Behavior' level of Kirkpatrick's model measures on-the-job application of training, so failure to transfer learned skills to the workplace indicates a breakdown at this level.