CHT Performance Evaluation & Feedback 2

Question 1

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

Accepted Answer

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

Answer

Formative is for managers; summative is for trainers

Answer

Formative uses written tests; summative uses observation

Answer

Formative is annual; summative is monthly

Question 2

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

Accepted Answer

Specific, behavior-focused language with examples

Answer

Vague language to avoid conflict

Answer

Comparative language referencing better employees

Answer

Written memos only to avoid confrontation

Question 3

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

Accepted Answer

It may create unhealthy competition and damage team morale

Answer

It takes too long to complete

Answer

It always ranks everyone too high

Answer

It is too expensive to implement

Question 4

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

Accepted Answer

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

Answer

Feedback given four times per year

Answer

A circular seating arrangement for feedback meetings

Answer

Feedback focused only on rotation through all departments

Question 5

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

Accepted Answer

Documenting specific behaviors, dates, and outcomes consistently

Answer

Keeping all records in memory to protect privacy

Answer

Recording only negative incidents

Answer

Storing all records on personal devices

Question 6

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

Accepted Answer

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

Answer

End the session immediately

Answer

Repeat the same feedback louder

Answer

Involve HR immediately