SECTION A (20 MARKS)
In this section, each correct answer is 1 mark
1. Self-awareness is being aware of one’s environment and body and lifestyle (true or false)
2. Self-esteem refers to a person’s overall sense of his or her value or worth (true or false)
3. Mission and vision both relate to organization’s purpose and are typically communicated in some written form. (true or false)
4. Monitoring involves making of judgment about the amount, number or value of something.(true or false)
5. Evaluation involves observing and checking the progress or quality of something over a period of time: keep under systematic review. (true or false)
Choose the correct answer.
6. Statement which describes the desired future position of the company is.
a. Mission
b. Vision
c. Goals
d. Values
7. Lists the core principles that guide and direct the organization and its culture .
a. Values
b. Vision
c. Goals
d. Mission
8. The statement which defines the company’s business,its objective and its approach to reach those objectives is.
a. Goals
b. Vision
c. Mission
d. Values
9. Acts as a result or achievement towards which effort is directed.
a. Goals
b. Mission
c. Values
d. Vision
10. Management process ,concerned with defining goals for a company’s future direction and determining the missions and resources to achieve those targets.
a. Organizing
b. Delegating
c. Planning
d. Coordinating.
11. Shifting of authority and responsibilities for particular functions, tasks or decisions from one person to another.
a. Coordinating
b. Delegating
c. Planning
d. Organizing
12. It is the process that ensures that different departments and groups work in sync.
a. Coordinating
b. Organizing
c. Planning
d. delegating
13. It involves assigning tasks ,grouping tasks into departments, delegating authority and allocating resources across the organization.
a. Planning
b. Coordinating
c. Delegating
d. Organizing
Fill the blank spaces
14. ___________is characterized by or tending towards unprovoked offensive, attacks, invasions or like. (assertive, aggressive)
15. __________means behaving confidently and able to say in a direct way what you want or believe. (aggressive, assertive)
16. __________ is the action or process of interacting with others to exchange information and develop professional or social contacts. (negotiation, networking)
17. _________is a form of development, in which an experienced person called coach, supports a learner or client in achieving a specific personal. (coaching, mentoring)
18. _________is a process of using specially selected and trained individuals to provide guidance, pragmatic advice and continuing support that will help the people in their learning and development process. (Mentoring, coaching).
19. __________involves all activities involved in securing new and additional resources for organization or making better use of, and maximizing, existing resources. (Resource utilization, Resource mobilization)
20. __________describes the percentage of an employee’s available time that is used for billable tasks. (Resource utilization, Resource mobilization)
21. What are five benefits of self awareness (5 marks)
- Improve skills by recognizing what you do well and what you need to improve
- Raise happiness levels by aligning your ideals with your actions
- Become a better leader by understanding how employees perceive your behavior
- Strengthen work and personal relationships by managing emotions
- Increase work motivation by seeking out your true passions
- Decrease stress by identifying emotions and lessening tasks you don’t enjoy
22. Which are five forms of business communication (5 marks)
- Listening
- Visual communication
- Written communication
- Non-verbal communication
- Verbal communication
23. What are 5 various strategies used in conflict resolution (5 marks)
- Avoidance
- Acceptance
- Reduction
- Transference
- Giving in
24. Highlight five ways in which HIV and AIDS can be transmitted (5 marks)
- Sexual contact – HIV is spread most commonly by sexual contact with an infected partner. The virus enters the body through the lining of the vagina, vulva, penis, rectum, or mouth during sexual activity.
- Blood contamination – HIV may also be spread through contact with infected blood. However, due to the screening of blood for evidence of HIV infection, the risk of acquiring HIV from blood transfusions is extremely low.
- Needles – HIV is frequently spread by sharing needles, syringes, or drug use equipment with someone who is infected with the virus. Transmission frompatient to healthcare worker, or vice-versa through accidental sticks with contaminated needles or other medical instruments, is rare.
- Mother-infant – HIV also can be spread to babies born to, or breastfed by, mothers infected with the virus.
25. What are importance of mission and vision in organization strategy (5 marks)
- The vision and mission statements define the purpose of the organization and instill a sense of belonging and identity to the employees. This motivates them to work harder in order to achieve success.
- The mission statement acts as a “North Star”, where it provides the direction that is to be followed by the organization while the vision statement provides the goal (or the destination) to be reached by following this direction.
- The vision and mission statements help to properly align the resources of an organization towards achieving a successful future.
- The mission statement provides the organization with a clear and effective guide for making decisions, while the vision statement ensures that all the decision made are properly aligned with what the organization hopes to achieve.
- The vision and mission statements provide a focal point that helps to align everyone with the organization, thus ensuring that everyone is working towards a single purpose. This helps to increase efficiency and productivity in the organization.
- The vision and mission statements are important tools of strategic planning, and thus they help to shape the strategy that will be used by an organization to achieve the desired future.
26. Name factors that affect self-confidence? (5 marks)
(a) When we think we cannot do a particular work.
(b) When we keep thinking of our past mistakes and feel bad about it, instead of learning from them.
(c) When we expect to be successful at the first attempt itself and do not try again. (d) When we are surrounded by people who have a negative attitude, which is reflected in their speech
SECTION C (50 MARKS)
Read the story below and answer the questions
Hospitality is an employment growth area in Kenya, projected to continue growing into the 21st century.
The sector is diverse, encompassing hotels and other accommodation, restaurants, fast food retail, bars, catering in a variety of locations. It has been characterized in recent decades by the development of an increasing range of highly segmented products and services. Overlapping tourism and leisure services, with a growing business services
component, it is a highly competitive global industry, which is particularly sensitive to economic and political change. The strength of the pound has a significant impact on organisations dependent upon tourism revenue: fiscal and monetary fluctuations affect the propensity of employers to invest in training and conference services as well as wider consumption of leisure and hospitality services. But it is also an industry dominated by small establishments, many of which compete for customers within a narrowly-defined local arena: although they are likely in most cases to be in competition for staff whose skills have wider transferability.
It is consequently a volatile sector, with higher than average changes in ownership, self- employment, part-time employment and temporary work. The majority of establishments employ fewer than five people. Around 75 per cent of employees are women, 60 per cent are part-time workers and a significant proportion consists of seasonal and migrant workers. Despite the introduction of the National Minimum Wage (NMW), it remains a low pay, low skill area of employment where, paradoxically, skills are increasingly required to adapt to changes in technology, product range and the social, legal and commercial environment. The overall picture is of high labor turnover, with widespread exemption from the Working Hours Directive maximum hours limit juxtaposed with very short part-time hours in some sub-sectors. The sector has a record of suffering from a chronic shortage of recruits with food preparation skills, wastage from the sector of those with vocational skills and qualifications, and there is widespread evidence of ‘hard-to- fill’ vacancies.
As part of a major investigation of skill deficiencies undertaken on behalf of the National Skills Task Force, this report presents the findings of case studies of 21 hospitality establishments undertaken by the Employment Studies Research Unit (esru) at the Bristol Business School, in collaboration with the Institute for Employment Research (IER) at the University of Warwick. The case study organizations represented the main sub-sectors of hospitality employment: small and large hotels, public houses, restaurants and contract catering companies. They were situated in a range of locations selected to provide comparisons between the experiences and practices of similar organisations in different regions, especially the extent to which skills shortages and deficiencies in the sector were affected by particular local labor conditions. Owners, managers and employees were interviewed at establishment level, in addition to national level sector stakeholders.
27. Which examples of food and beverage outlets mentioned in the above study (5 marks)
- restaurants,
- fast food retail,
- bars,
- lodges
- hotel
- public houses
28. Which challenges do food and beverage outlets face worldwide
- Competition
- Staff
- Sustainability
- Experience
- technology
29. What are three categories of skills required in the hotel industry as mentioned in the above study. (6 marks)
- Resilience
- Communication
- Initiative
- Multitasking
- Adaptability
- Attention to detail
- Cultural awareness
- Compliance training
30. What are 5 impacts of employing unqualified personnel in hotel industry? (10 marks)
- Bad reputation of the organisation
- Staff can damage company goodwill
- Client dissatisfaction
- Bad quality of work
- Wastage of time
- Costing the company.
31. What are the five advantages of training workforce in hospitality sectors (10 marks)
- increase of work efficiency,
- helping employees broadening their knowledge and improve their skills,
- motivation
- preparing employees for self- development,
- reduces employee circulation for searching for another job,
- helps employees and the hotel itself compete in a rapid changing environment
32. a. what are the three stakeholders in a hotel as mentioned above. (3 marks)
- Owners,
- managers
- employees
b. what are two duties of each stake holder (6 marks)
owners
- increase shareholders earnings
- safeguarding shareholders interest
- improvements of full disclosure and other areas of business dealings and economic activities
Managers
- rewarding employees equitably
- giving employee equal opportunities in promotions and training
- proper personal administration and industrial relations practices
Employees
- safeguarding employee health and safety
- provision of housing,educational,recreational and credit facilities