Communication & Stakeholder Engagement Flashcards
6 cards from real CHA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Communication & Stakeholder Engagement flashcards as text
Which of the following BEST describes active listening in the context of hotel management?
Answer: Fully concentrating, understanding, and responding thoughtfully to the speaker
Active listening is a foundational leadership skill that builds trust, improves problem-solving, and reduces communication errors in hotel operations.
A hotel's review score drops due to recurring complaints about slow check-in. The GM should FIRST:
Answer: Conduct a root cause analysis of the front desk process
Effective management addresses root causes, not just symptoms. Diagnosing the check-in process reveals whether the issue is staffing, technology, training, or workflow.
Effective upward communication in a hotel organization means:
Answer: Frontline staff and department heads communicating issues and ideas up to senior management
Upward communication channels ensure leadership receives frontline feedback, early warning of issues, and operational insights they would otherwise miss.
A hotel is planning a major renovation affecting guest services for six months. The BEST stakeholder communication plan includes:
Answer: A proactive multi-channel campaign informing potential guests, current bookings, OTAs, travel agents, and staff
Proactive, multi-channel communication manages expectations, reduces complaints, and maintains trust with all stakeholders affected by the disruption.
Which type of organizational communication pattern is MOST common in large full-service hotels?
Answer: Formal hierarchical channels supplemented by horizontal departmental coordination
Large hotels use formal hierarchy for authority and accountability while relying on horizontal coordination between departments for daily operational flow.
When a hotel administrator prepares a report for owners or investors, the report should primarily emphasize:
Answer: Key performance indicators, variance analysis, and strategic recommendations
Owners and investors focus on financial performance and strategic direction. Reports should be data-driven, concise, and action-oriented.