Human Resource Management
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JUNE 2010
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. [10] b) Construct an application form that clearly indicates the main information that an applicant will be expected to supply when applying for a job. [10]
2. a) Identify main criteria that you would expect to find included in an appraisal form. [10] b) Compile a list of guidelines that an interviewer may use as a checklist when conducting an appraisal interview. [10]
3. a) Discuss the most important principles for fringe benefits to be effective. [14] b) Describe the external factors that influence the nature of fringe benefits. [6]
4. Compare and contrast groups with organisations. [20]
5. a) Discuss the main functions and responsibilities normally covered by a specialist Personnel Management department. [10] b) Describe main issues amongst employees in the hospitality industry that Human Resources may have to deal with. [10]
6. a) Customer care is essential in the hospitality industry. Discuss fully the main EIGHT components that should be included when offering service. [16] b) List steps that may be taken to minimise dissatisfaction when queuing for a meal. [4]
7. a) What are the main objectives to consider when Human Resource planning? [10] b) Discuss why keeping personnel records on employees is essential to the Human Resources department. [10]
8. Examine the principles of incentives schemes, giving examples in the hospitality industry. [20]
© INSTITUTE OF COMMERCIAL
JUNE 2010
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. [10] b) Construct an application form that clearly indicates the main information that an applicant will be expected to supply when applying for a job. [10]
2. a) Identify main criteria that you would expect to find included in an appraisal form. [10] b) Compile a list of guidelines that an interviewer may use as a checklist when conducting an appraisal interview. [10]
3. a) Discuss the most important principles for fringe benefits to be effective. [14] b) Describe the external factors that influence the nature of fringe benefits. [6]
4. Compare and contrast groups with organisations. [20]
5. a) Discuss the main functions and responsibilities normally covered by a specialist Personnel Management department. [10] b) Describe main issues amongst employees in the hospitality industry that Human Resources may have to deal with. [10]
6. a) Customer care is essential in the hospitality industry. Discuss fully the main EIGHT components that should be included when offering service. [16] b) List steps that may be taken to minimise dissatisfaction when queuing for a meal. [4]
7. a) What are the main objectives to consider when Human Resource planning? [10] b) Discuss why keeping personnel records on employees is essential to the Human Resources department. [10]
8. Examine the principles of incentives schemes, giving examples in the hospitality industry. [20]
© INSTITUTE OF COMMERCIAL