A hotel wants to set standards for the following areas of its work:
(A) Number of rooms cleaned by each worker in a day
(B) Job satisfaction of the cleaning staff
(C) Number of complaints received at the front desk in a week
(D) Behaviour of the front-desk staff towards guests
(E) Number of rooms booked in a month
In which of these areas is the hotel most likely to face the limitation ‘difficulty in setting quantitative standards’?
Choose the correct answer from the options given below:
Answer & explanation
Correct answer: option 2
The correct answer is Option (2) → (B) and (D) only
(A) Number of rooms cleaned by each worker in a day — Incorrect. Rooms cleaned can be counted, so a standard such as fifteen rooms a day is easy to set. Actual work can then be measured in numbers and compared.
(B) Job satisfaction of the cleaning staff — Correct. Job satisfaction is a feeling of the workers. It cannot be defined in quantitative terms, so measuring it and comparing it with a standard is difficult.
(C) Number of complaints received at the front desk in a week — Incorrect. Complaints can be counted week by week. So a quantitative standard, such as not more than five complaints a week, is easy to set.
(D) Behaviour of the front-desk staff towards guests — Correct. Behaviour towards guests is part of human behaviour. It is hard to put in numbers, so the control system loses some of its effectiveness here.
(E) Number of rooms booked in a month — Incorrect. Bookings are a count, so a target for the month can be set in numbers and checked easily.
NCERT (2026-27 Edition):
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