Staffing for Service MCQs
Staffing for Service MCQs
Our team has conducted extensive research to compile a set of Staffing for Service MCQs. We encourage you to test your Staffing for Service knowledge by answering these 30+ multiple-choice questions provided below.
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1: A place where an array of tests are administered to measure the ksas of individuals is known as _______ .
A. Assessment center
B. Deep acting
C. Behavioral interviews
D. Emotional labor
2: A form of structured interview where applicants give specific examples ,this statement is related to ________ .
A. Assessment center
B. Deep acting
C. Behavioral interviews
D. Emotional labor
3: Which process is used for changing inner feelings so that the expected emotion is also genuinely felt by the actor ?
A. Assessment center
B. Deep acting
C. Behavioral interviews
D. Emotional labor
4: The process of managing feelings and expressions to fulfill the interactional and emotional requirements of a job is known as _______ .
A. Assessment center
B. Deep acting
C. Behavioral interviews
D. Emotional labor
5: Hiring from within is the practice of filling positions within an organization from employees already working for the organization.
A. True
B. False
6: Human resource management is used _________ to achieve organizational goals.
A. Efficiently
B. Effectively
C. Both a & b
D. None of these
7: Which process is used for analyzing an organization’s current human resource capabilities and the organization’s human resources ?
A. Assessment center
B. Human resource planning
C. Behavioral interviews
D. Emotional labor
8: Job analysis is a systematic process through which information about the content of a job is ________ to determine the exact job specifications .
A. Gathered
B. Analyzed
C. Both a & b
D. None of these
9: The process of integrating a new employee into an organization and its culture is known as _______ .
A. On-boarding
B. Recruitment
C. Selection
D. None of these
10: Recruitment is the process of finding candidates with the ksas necessary to fill organizational positions.
A. True
B. False
11: Which process is used selecting employees to fill organizational positions from the candidates with the necessary KSAs. ?
A. Selection
B. Service naturals
C. Situational interviews
D. None of these
12: An individual who instinctively provides great service when presented with the opportunity is known as _______ .
A. Selection
B. Service naturals
C. Situational interviews
D. None of these
13: Situational interviews is a form of _______ where applicants explain how they would handle a specific problem or task.
A. Unstructured interview
B. Semi-structured interview
C. Structured interview
D. All of these
14: 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 ________ .
A. Unstructured interview
B. Semi-structured interview
C. Structured interview
D. All of these
15: Succession plans is a _________ plan for the orderly progression of employees through key positions or key locations.
A. Long-term
B. Short-term
C. Medium-term
D. None of these
16: The process of modifying facial expressions and body language to display the expected emotions is known as _______ .
A. Surface acting
B. Apprenticeship
C. Classroom training
D. None of these
17: A selection technique in which interviewers make up questions as they go along, and have no predetermined way to score applicants is known as ______ .
A. Unstructured interview
B. Semi-structured interview
C. Structured interview
D. All of these
18: What is a duty listed that Human Resources is usually NOT responsible for?
A. Hiring employees
B. Disciplining employees
C. Recruiting new employees
D. Promoting employees
19: The process of managing feelings and expressions is best defined as
A. Emotional labor
B. Surface acting
C. Ground labor
D. Deep acting
20: In deep acting
A. There are a lot of facial expressions.
B. The actors get into character.
C. The inner feelings of an individual’s feelings get changed so the emotion is genuinely felt.
D. The individual does not show any feelings that they are feeling to customers.
21: What term does Scott Gross use to describe people who deliver exceptional customer service?
A. Good employees
B. Exceptional assets
C. Service professionals
D. Service naturals
22: Recruiting is the process of
A. Selecting employees to fill positions
B. Selecting potential assets of a company based on no certain skill sets
C. Finding potential candidates based on certain skills sets
D. Identifying the job specifications
23: Which term is used to define “a process that allows an organization to identify the exact job specifications and required competencies for each job”?
A. Job analysis
B. Job specification
C. Recruiting
D. Applying
24: Outside of KSAs, which of the following is a known characteristic that is needed by employees who are physically serving customers?
A. Experience
B. Speed
C. Intelligence
D. Enthusiasm
25: 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”?
A. Organizational planning
B. Long-term mission goals
C. Human Resources planning
D. Human Resources advising
26: Which is an advantage of hiring internally?
A. You get fresh ideas and insights.
B. The training needs for a new position are increased.
C. The employee’s performance has been observed.
D. The employee might have more strengths in a new job of the organization, thus making them unknown.
27: Where do most people in the hospitality industry start?
A. Taking advice to find job offers
B. Looking for connections to get an “in” at an organization
C. Doing an unpaid internship for the company they are going to work for
D. Taking entry-level jobs
28: Why do organizations like to promote internal candidates?
A. They can usually pay less to promote an internal employee instead of bringing an external employee in higher than their last job.
B. They can look to keep them at the next position for a longer time since they are being promoted from within.
C. The organizational culture training has already been done.
D. It is cheaper because they do not have to re-train the internal employee.
29: How can a pool of internal candidates be created?
A. Job postings
B. A review of employees
C. Recruiting
D. Asking an employee to apply for a new job in the same company
30: Which term is best used to describe a long-term plan for progression of employees?
A. Strategic planning
B. Succession plans
C. Internal planning
D. Progression employee planning
31: What type of customers do hospitality organizations rely extensively on more than manufacturing organizations?
A. Long-term customers
B. Repeat clientele
C. Referrals
D. Walk-ins
32: Which of the following is the first form that an employer should use in deciding whom to hire?
A. Résumé
B. Application
C. Background check
D. Drug test
33: A job candidate responding to an ""in-basket exercise"" would most likely be asked to __________.
A. Make a simulated visit to a customer location
B. Participate in an interview simulation
C. Complete a written test to assess KSAOs
D. Draft memos to respond to letters received
34: In markov analysis for staffing, __________ is used to forecast future workforce availabilities.
A. Cost data
B. Product demand
C. Transition probabilities
D. Bayesian inference
35: An important advantage of peer assessments is ___________.
A. Lower probability of bias in the assessment
B. Greater clarity in the criteria for assessment
C. Enhanced employee morale through the fostering of a competitive spirit
D. Greater knowledge of the applicants' KSAOs
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Staffing for Service MCQs
