Part A :
Question 11 - 14
Choose the correct letter, A , B or C .
11 Many hotel managers are unaware that their staff often leave because of
aa lack of training.
b long hours.
clow pay.
12 What is the impact of high staff turnover on managers?
aan increased workload
blow morale
can inability to meet targets
13 What mistake should managers always avoid?
afailing to treat staff equally
b reorganising shifts without warning
c neglecting to have enough staff during busy periods
14 What unexpected benefit did Dunwich Hotel notice after improving staff retention rates?
a a fall in customer complaints
ban increase in loyalty club membership
ca rise in spending per customer
Which way of reducing staff turnover was used in each of the following hotels?
Write the correct letter, A , B or C , next to Questions 15-20.
Possible reasons
15 The Sun Club 15
16 The Portland 16
17 Bluewater Hotels 17
18 Pentlow Hotels 18
19 Green Planet 19
20 The Amesbury 20
a improving relationships and teamwork
b offering incentives and financial benefits
c providing career opportunities