Supervision in the Hospitality Industry- AHLEI Practice Test

What is Martin doing when he praises Salem for handling a guest complaint well?

1. Coaching a task covered in training

2. Providing positive feedback on skills learned

3. Providing corrective feedback to help Salem

4. Getting Salem's feedback

The correct answer is: Providing positive feedback on skills learned

When Martin praises Salem for handling a guest complaint well, he is providing positive feedback on skills learned. This type of feedback acknowledges Salem's effective application of training and skills in a real-world situation. It reinforces Salem’s confidence and encourages the continuation of those positive behaviors. Positive feedback is crucial in the hospitality industry as it not only boosts morale but also promotes a culture of excellence and attentiveness to guest needs. By acknowledging Salem's proficiency in responding to the guest complaint, Martin helps reinforce the importance of customer service skills developed through training. This kind of recognition is essential for motivating employees and helping them recognize the impact of their contributions on guest satisfaction and overall business success. In contrast to the other options, while coaching a task and providing corrective feedback are important supervisory skills, they imply a need for improvement or additional instruction rather than recognition of good performance. Getting feedback from Salem focuses on gathering input rather than delivering praise for accomplished skills. Thus, the primary context within the question emphasizes recognizing and reinforcing learned skills through praise, which aligns with the idea of giving positive feedback.