Performance Evaluation & Feedback Flashcards

What is the key difference between formative and summative evaluation in hospitality training?

Answer: Formative is ongoing during training; summative is at the end of training

Formative evaluation occurs throughout the training process to guide adjustments, while summative evaluation assesses overall outcomes at the end.

When delivering critical feedback to a hospitality employee, a CHT-certified trainer should PRIMARILY use which approach?

Answer: Specific, behavior-focused language with examples

Specific, behavior-focused feedback with concrete examples gives employees clear, actionable information for improvement.

A manager asks a CHT trainer to evaluate employees using a forced ranking system. What is a major drawback of this method?

Answer: It may create unhealthy competition and damage team morale

Forced ranking pits employees against each other, which can undermine teamwork and morale in hospitality environments that depend on collaboration.

In the context of CHT, what is a 360-degree feedback process?

Answer: Feedback collected from supervisors, peers, subordinates, and sometimes guests

360-degree feedback gathers input from multiple sources—supervisors, peers, direct reports, and sometimes guests—for a comprehensive view of performance.

Which documentation practice is MOST important for a CHT trainer to maintain regarding employee performance?

Answer: Documenting specific behaviors, dates, and outcomes consistently

Consistent documentation of specific behaviors, dates, and outcomes creates a reliable record that supports fair evaluation and legal compliance.

An employee reacts defensively to feedback. What is the BEST trainer response?

Answer: Acknowledge the employee's feelings and refocus on behavior and solutions

Acknowledging an employee's emotional reaction before refocusing on solutions de-escalates defensiveness and keeps the conversation productive.