CHT Performance Evaluation & Feedback 1 — Questions and Answers
Question 1: What is the PRIMARY purpose of a performance evaluation in hospitality training?
- To document employee mistakes
- To measure progress against established standards and guide development (Correct answer)
- To determine pay raises only
- To compare employees against each other
Correct answer: To measure progress against established standards and guide development
Performance evaluations measure employee progress against defined standards and identify areas for growth and development.
Question 2: Which feedback method involves giving positive feedback, then constructive criticism, then positive feedback again?
- The STAR method
- The sandwich method (Correct answer)
- The 360-degree method
- The gap analysis method
Correct answer: The sandwich method
The sandwich method frames constructive criticism between two positive statements to make feedback more receptive.
Question 3: In the CHT framework, feedback should be given how soon after observing a performance issue?
- Within one month
- At the annual review only
- As soon as possible while details are fresh (Correct answer)
- Only during scheduled check-ins
Correct answer: As soon as possible while details are fresh
Timely feedback is most effective because both the trainer and employee can clearly recall the specific behavior being addressed.
Question 4: What does SMART stand for in the context of performance goals?
- Specific, Measurable, Achievable, Relevant, Time-bound (Correct answer)
- Simple, Managed, Accurate, Reliable, Tested
- Strategic, Motivated, Attainable, Reviewed, Tracked
- Structured, Meaningful, Assessed, Resourced, Timely
Correct answer: Specific, Measurable, Achievable, Relevant, Time-bound
SMART goals are Specific, Measurable, Achievable, Relevant, and Time-bound, providing a clear framework for performance targets.
Question 5: A hospitality trainer notices an employee consistently struggles with upselling. What should the trainer do FIRST?
- Issue a written warning immediately
- Identify the root cause by observing and discussing with the employee (Correct answer)
- Transfer the employee to another department
- Remove upselling from the employee's responsibilities
Correct answer: Identify the root cause by observing and discussing with the employee
Identifying the root cause—whether it is a knowledge, skill, or motivational gap—guides the appropriate corrective training approach.
Question 6: Which type of evaluation focuses on employee behaviors and skills observed on the job rather than personality traits?
- Trait-based evaluation
- Behavioral evaluation (Correct answer)
- Comparative evaluation
- Forced-choice evaluation
Correct answer: Behavioral evaluation
Behavioral evaluations focus on observable, job-related actions and are more objective and legally defensible than trait-based assessments.
CHT Performance Evaluation & Feedback 1
What is the PRIMARY purpose of a performance evaluation in hospitality training?