CHA Strategic Planning & Leadership 2

Question 1

In a PESTEL analysis for hotel strategic planning, the T stands for:

Accepted Answer

Technology factors affecting the competitive environment

Answer

PESTEL stands for Political, Economic, Social, Technological, Environmental, and Legal. Technology factors include PMS evolution, OTA disintermediation, AI, and digital guest experiences.

Question 2

A hotel GM is mentoring a department head who is strong technically but struggles with team leadership. Which leadership development approach is MOST effective?

Accepted Answer

Provide structured coaching with specific behavioral goals, regular feedback sessions, and opportunities to practice leadership skills in real situations

Answer

Effective leadership development combines coaching, goal-setting, feedback, and deliberate practice in real leadership situations — not one-time training events.

Question 3

Which of the following BEST describes a hotel's competitive advantage?

Accepted Answer

A sustainable attribute, capability, or position that allows the hotel to outperform competitors and create superior guest value

Answer

Competitive advantage is a durable differentiator — quality, location, service culture, loyalty program — not just size or price.

Question 4

Change management in hotel organizations is MOST successful when the GM:

Accepted Answer

Creates a compelling case for change, involves key stakeholders, communicates clearly and repeatedly, and addresses concerns proactively

Answer

Kotter's change model shows that building urgency, creating a coalition, communicating the vision, and addressing resistance are critical success factors.

Question 5

A hotel management team is using management by objectives. This means:

Accepted Answer

Goals are set collaboratively between managers and employees, progress is regularly reviewed, and performance is evaluated against agreed objectives

Answer

MBO is a collaborative goal-setting process where manager and employee jointly set specific measurable objectives, then evaluate performance against them.

(CHA) Certified Hospitality Administrator Practice Test

(CHA) Certified Hospitality Administrator Practice Test

CHA Strategic Planning & Leadership 2