Quality Assurance & Compliance Flashcards
7 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 7 Quality Assurance & Compliance flashcards as text
A hotel's QA audit reveals that housekeeping staff consistently miss cleaning under beds. Which corrective action best addresses this systemic issue?
Answer: Revise the cleaning checklist to include under-bed inspection as a required step
Updating the cleaning checklist to require under-bed inspection creates a systemic, procedural fix rather than addressing individuals.
Which metric is most directly used to measure guest satisfaction compliance in a hotel quality program?
Answer: Net Promoter Score (NPS)
Net Promoter Score (NPS) directly measures guest loyalty and satisfaction by asking if guests would recommend the property.
Under ADA compliance requirements, what is the minimum number of accessible parking spaces required for a lot with 75 total spaces?
Answer: 3
ADA standards require 3 accessible spaces for a parking lot with 51–75 total spaces.
A front desk agent notices a pattern of guest complaints about noise from a specific room cluster. What QA step should be taken first?
Answer: Document the complaints and investigate root cause before taking action
Documenting and investigating the root cause is the first step in a structured quality improvement process.
Which food safety regulation requires hotels with food service operations to maintain documented records of food temperatures at critical control points?
Answer: HACCP (Hazard Analysis and Critical Control Points)
HACCP requires monitoring and documenting temperatures at critical control points to prevent foodborne illness.
A hotel brand mandates that all properties achieve a cleanliness score of at least 85% on mystery shopper audits. This type of standard is best described as a:
Answer: Brand standard benchmark
Brand standard benchmarks are minimum performance levels set by a hotel brand to ensure consistency across all properties.
When conducting a root cause analysis after a guest complaint about cold food delivery, which tool is most appropriate?
Answer: Fishbone (Ishikawa) diagram
A fishbone diagram systematically identifies potential causes across categories like people, process, equipment, and environment.