CHT Performance Evaluation & Feedback 2 — Questions and Answers
Question 1: What is the key difference between formative and summative evaluation in hospitality training?
- Formative is ongoing during training; summative is at the end of training (Correct answer)
- Formative is for managers; summative is for trainers
- Formative uses written tests; summative uses observation
- Formative is annual; summative is monthly
Correct 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.
Question 2: When delivering critical feedback to a hospitality employee, a CHT-certified trainer should PRIMARILY use which approach?
- Vague language to avoid conflict
- Specific, behavior-focused language with examples (Correct answer)
- Comparative language referencing better employees
- Written memos only to avoid confrontation
Correct answer: Specific, behavior-focused language with examples
Specific, behavior-focused feedback with concrete examples gives employees clear, actionable information for improvement.
Question 3: A manager asks a CHT trainer to evaluate employees using a forced ranking system. What is a major drawback of this method?
- It takes too long to complete
- It always ranks everyone too high
- It may create unhealthy competition and damage team morale (Correct answer)
- It is too expensive to implement
Correct 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.
Question 4: In the context of CHT, what is a 360-degree feedback process?
- Feedback given four times per year
- Feedback collected from supervisors, peers, subordinates, and sometimes guests (Correct answer)
- A circular seating arrangement for feedback meetings
- Feedback focused only on rotation through all departments
Correct 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.
Question 5: Which documentation practice is MOST important for a CHT trainer to maintain regarding employee performance?
- Keeping all records in memory to protect privacy
- Documenting specific behaviors, dates, and outcomes consistently (Correct answer)
- Recording only negative incidents
- Storing all records on personal devices
Correct 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.
Question 6: An employee reacts defensively to feedback. What is the BEST trainer response?
- End the session immediately
- Repeat the same feedback louder
- Acknowledge the employee's feelings and refocus on behavior and solutions (Correct answer)
- Involve HR immediately
Correct 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.
CHT Performance Evaluation & Feedback 2
What is the key difference between formative and summative evaluation in hospitality training?