Supervision in the Hospitality Industry- AHLEI Practice Test

Based on paired comparisons, which employee is evaluated highest in guest service?

1. Ellen

2. Bart

3. Jerome

4. Lori

The correct answer is: Ellen

In the context of paired comparisons used in employee evaluations, this method involves comparing one employee directly against another in terms of performance—in this case, guest service. If Ellen is identified as the employee evaluated the highest in guest service, this indicates that throughout the comparison process, Ellen consistently outperformed her peers—Bart, Jerome, and Lori—in various aspects of guest service. The paired comparison method is designed to minimize biases that might arise from rating all employees on a single scale. By comparing each pair of employees, it emphasizes relative performance. Therefore, Ellen’s highest status means that she not only excelled in her direct interactions with guests but also demonstrated qualities such as responsiveness, attentiveness, and overall excellence in satisfying guest needs compared to her colleagues. This evaluation could reflect her ability to anticipate guest expectations, her knowledge of the services, and her skills in resolving any issues that arise, which are all critical components in delivering outstanding guest service. Hence, Ellen being rated the highest illustrates her effectiveness and exceptional capabilities in creating a positive guest experience.