Performance Evaluation & Feedback Flashcards
6 cards from real CHT practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Performance Evaluation & Feedback flashcards as text
What is the role of self-assessment in a hospitality employee's performance review?
Answer: It encourages employee ownership and reflection on their own performance
Self-assessment encourages employees to reflect on their performance and take ownership of their development, increasing engagement with the evaluation process.
Which of the following is an example of a measurable performance standard for a hotel front desk agent?
Answer: Greet all arriving guests within 30 seconds with a smile and name
A measurable standard includes specific, observable behaviors and timeframes that can be consistently tracked and evaluated.
When setting a performance improvement plan (PIP) for a hospitality employee, what must a CHT trainer include?
Answer: Clear goals, timelines, support resources, and consequences
An effective PIP includes specific goals, realistic timelines, available support resources, and clearly stated consequences if improvement is not achieved.
Which bias occurs when a trainer rates all employees similarly high regardless of actual performance differences?
Answer: Leniency bias
Leniency bias causes evaluators to rate all employees favorably, which reduces the usefulness of performance data for development and decision-making.
What is the BEST time to provide positive reinforcement to a hospitality trainee?
Answer: Immediately after the desired behavior is observed
Immediate positive reinforcement directly links the recognition to the specific behavior, strengthening the likelihood it will be repeated.
In CHT evaluations, what does 'inter-rater reliability' refer to?
Answer: Consistency of ratings when different evaluators assess the same performance
Inter-rater reliability measures whether different evaluators rate the same performance consistently, which is critical for fair and valid assessments.