THE HUMAN RESOURCE IN HOSPITALITY
Instructions to candidates:
a)Time allowed: Three hours (plus an extra ten minutes’ reading time at the start – do not write anything during this time) b)Answer any FIVE questions
c)All questions carry equal marks. Marks for each question are shown in [ ]
1.a)Describe the main points that are covered in the seven point plan during the selection procedure of new staff in the hospitality industry. b)Construct an application form that clearly indicates the main information that an applicant will be expected to supply when applying for a job.
2.a)Identify main criteria that you would expect to find included in an appraisal form. b)Compile a list of guidelines that an interviewer may use as a checklist when conducting an appraisal interview.
3.a)Discuss the most important principles for fringe benefits to be effective. b)Describe the external factors that influence the nature of fringe benefits.
4.Compare and contrast groups with organisations.
5.a)Discuss the main functions and responsibilities normally covered by a specialist Personnel Management department. b)Describe main issues amongst employees in the hospitality industry that Human Resources may have to deal with.
6.a)Customer care is essential in the hospitality industry. Discuss fully the main EIGHT components that should be included when offering service. b)List steps that may be taken to minimise dissatisfaction when queuing for a meal.
7.a)What are the main objectives to consider when Human Resource planning? b)Discuss why keeping personnel records on employees is essential to the Human Resources department.
8.Examine the principles of incentives schemes, giving examples in the hospitality industry. 
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