CERTIFIED HOSPITALITY TRAINER- ASSESSING
TRAINING
Needs Assessment - answer- Systematic process for determining organizational gaps
Training Needs Assessment - answer- A way to identify organizations needs, identify
the needs of employee and establish criteria for developing training and measuring
success
Gap Analysis - answer- ideal outcome - actual outcome = gap or problem
Identifying the Gap - answer- Lack of skill, lack of knowledge, lack of appropriate
systems
Mager Flow Chart - answer- used to determine if trainig is indeed the problem
Ways to determine specific training problems - answer- survey, observation, guest
comments, employee meetings, inspections
Vague Standards - answer- Employees do not know what standards they are to perform
Organizational Analysis - answer- Determines which factors are causing gaps in
performance and what the organization wants that is not being achieved
Primary use of conducting an Organizational Analysis - answer- to get the big picture of
the organization
High Priority - answer- Training initiatives resulting from a changing law or regulation
Job and Task Analysis - answer- most comprehensive - reveals components of the job
Task List - answer- Phase 1 - job checklist of all job task, knowledge needed, attitude
etc
Job Breakdown - answer- Phase 2 - look at each task and what is needed to perform
Job Standards - answer- also know as quality levels, performance standards used to
gage how well the job is being performed
Job Description - answer- can be used as a personnel tool for recruiting, training,
performance eval, discipline, informing applicants about job, compensation rates
Data Collection Methods - answer- can include interviews, observations, surveys,
assessments, focus groups, nominal group technique, advisory commitee expert
opinion
TRAINING
Needs Assessment - answer- Systematic process for determining organizational gaps
Training Needs Assessment - answer- A way to identify organizations needs, identify
the needs of employee and establish criteria for developing training and measuring
success
Gap Analysis - answer- ideal outcome - actual outcome = gap or problem
Identifying the Gap - answer- Lack of skill, lack of knowledge, lack of appropriate
systems
Mager Flow Chart - answer- used to determine if trainig is indeed the problem
Ways to determine specific training problems - answer- survey, observation, guest
comments, employee meetings, inspections
Vague Standards - answer- Employees do not know what standards they are to perform
Organizational Analysis - answer- Determines which factors are causing gaps in
performance and what the organization wants that is not being achieved
Primary use of conducting an Organizational Analysis - answer- to get the big picture of
the organization
High Priority - answer- Training initiatives resulting from a changing law or regulation
Job and Task Analysis - answer- most comprehensive - reveals components of the job
Task List - answer- Phase 1 - job checklist of all job task, knowledge needed, attitude
etc
Job Breakdown - answer- Phase 2 - look at each task and what is needed to perform
Job Standards - answer- also know as quality levels, performance standards used to
gage how well the job is being performed
Job Description - answer- can be used as a personnel tool for recruiting, training,
performance eval, discipline, informing applicants about job, compensation rates
Data Collection Methods - answer- can include interviews, observations, surveys,
assessments, focus groups, nominal group technique, advisory commitee expert
opinion
