Human Resource And Service Management (Dhtm 052) Question Paper
Human Resource And Service Management (Dhtm 052)
Course:Human Resource And Service Management
Institution: Kenya Methodist University question papers
Exam Year:2011
TIME : 2 HOURS
Instructions:
Answer question ONE and any other THREE questions
Question One
Define human resource management
(1mk)
Give four characteristics of services offered in the hospitality and tourism industry
(2mks)
List four benefits of human recourse audit in the hospitality and tourism industry
(2mks)
Briefly explain both the economic and psychological implications of waiting lines in the service industry (6mks)
Explain two examples of past oriented methods of employee appraisal as practiced in the hospitality and tourism industry
(4mks)
Discuss five factors determining hotel staffing
(5mks)
Describe five types of on-job training methods practiced in the hospitality and travel industry
(10mks)
Question Two
State the core elements of human resource management
(2mks)
Give the characteristics of human resource management as witnessed during the Era of strategic focus on organization
(2mks)
Explain three characteristic of a good service guarantee demonstrated in the catering industry
(6mks)
Question three
State four roles played by human resource management in today’s organizations
(2mks)
Give four disadvantages of incentive based compensation in the service industry
(2mks)
In the hospitality and tourism industry, management of service is important, using relevant examples, explain how to manage the following service characteristics
Perish-ability
(3mks)
Variability
(3mks)
Question Four
List four unfair labour practices witnessed in the hospitality and tourism industry
(2mks)
Explain four importance of employee motivation in the hospitality and tourism industry
(2mks)
State and explain six types of customers served in the hospitality industry
(6mks)
Question Five
Briefly explain the Harvard theory of the 4cs
(4mks)
Using examples explain three external sources of recruitment and give advantage and disadvantage of each
(6mks)
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