CHA Professional Ethics & Standards 2 — Questions and Answers
Question 1: A hotel manager discovers a colleague is accepting kickbacks from a vendor. What is the MOST ethical course of action?
- Ignore it to avoid conflict
- Report it through the organization's compliance or ethics hotline (Correct answer)
- Confront the vendor directly
- Discuss it openly with other staff members
Correct answer: Report it through the organization's compliance or ethics hotline
Reporting through official compliance channels ensures the issue is addressed properly while protecting all parties involved.
Question 2: Which principle of the AH&LA Code of Ethics requires hospitality professionals to maintain accurate financial records?
- Integrity (Correct answer)
- Loyalty
- Hospitality
- Innovation
Correct answer: Integrity
Integrity encompasses honest and accurate financial reporting as a core professional obligation.
Question 3: A CHA-certified manager is asked by ownership to falsify occupancy reports to attract investors. The manager should:
- Comply since ownership has final authority
- Refuse and document the request in writing (Correct answer)
- Alter only minor figures to satisfy ownership
- Seek guidance from a personal attorney before deciding
Correct answer: Refuse and document the request in writing
Falsifying reports is fraud; refusing and documenting protects the manager legally and upholds professional ethics.
Question 4: In hospitality, 'fiduciary duty' most closely refers to:
- Ensuring guest satisfaction scores are high
- Acting in the best financial and operational interest of the employer or owner (Correct answer)
- Maximizing personal compensation within contract terms
- Maintaining brand standards set by a franchise
Correct answer: Acting in the best financial and operational interest of the employer or owner
Fiduciary duty requires managers to prioritize the interests of those they serve, such as owners or shareholders, above personal gain.
Question 5: When a hospitality professional faces a conflict between company policy and a guest's urgent ethical need, the BEST approach is to:
- Always enforce company policy without exception
- Use professional judgment to balance policy with ethical responsibility, escalating if needed (Correct answer)
- Prioritize guest needs and apologize to management later
- Refer the guest to a competitor who can help
Correct answer: Use professional judgment to balance policy with ethical responsibility, escalating if needed
Professional judgment allows for balancing rules with ethical imperatives, with escalation available for complex cases.
Question 6: Which behavior BEST demonstrates commitment to continuous professional development under CHA standards?
- Attending the minimum required training sessions
- Pursuing industry certifications and staying current with AH&LA resources (Correct answer)
- Delegating all training responsibilities to HR
- Focusing exclusively on on-the-job experience
Correct answer: Pursuing industry certifications and staying current with AH&LA resources
Active pursuit of certifications and industry resources demonstrates a genuine commitment to professional growth.
Question 7: A front desk manager observes a team member giving unauthorized complimentary upgrades to friends. This primarily violates which ethical standard?
- Guest privacy
- Equitable treatment and fair use of company resources (Correct answer)
- Sustainability practices
- Safety and security protocols
Correct answer: Equitable treatment and fair use of company resources
Unauthorized upgrades misuse company assets and give unfair advantages, violating standards of equitable resource management.
CHA Professional Ethics & Standards 2
A hotel manager discovers a colleague is accepting kickbacks from a vendor.
What is the MOST ethical course of action?