CHA Quality Assurance & Compliance 2 — Questions and Answers
Question 1: A hotel's QA audit reveals that housekeeping staff consistently miss cleaning under beds. Which corrective action best addresses this systemic issue?
- Discipline the housekeeping supervisor
- Revise the cleaning checklist to include under-bed inspection as a required step (Correct answer)
- Install cameras in guest rooms
- Increase the number of housekeeping staff
Correct 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.
Question 2: Which metric is most directly used to measure guest satisfaction compliance in a hotel quality program?
- Average Daily Rate (ADR)
- Net Promoter Score (NPS) (Correct answer)
- Revenue Per Available Room (RevPAR)
- Employee turnover rate
Correct answer: Net Promoter Score (NPS)
Net Promoter Score (NPS) directly measures guest loyalty and satisfaction by asking if guests would recommend the property.
Question 3: Under ADA compliance requirements, what is the minimum number of accessible parking spaces required for a lot with 75 total spaces?
- 2
- 3 (Correct answer)
- 4
- 5
Correct answer: 3
ADA standards require 3 accessible spaces for a parking lot with 51–75 total spaces.
Question 4: A front desk agent notices a pattern of guest complaints about noise from a specific room cluster. What QA step should be taken first?
- Immediately close that room cluster
- Document the complaints and investigate root cause before taking action (Correct answer)
- Offer all affected guests complimentary upgrades
- Ignore it if the complaints are from different guests
Correct 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.
Question 5: Which food safety regulation requires hotels with food service operations to maintain documented records of food temperatures at critical control points?
- OSHA 29 CFR 1910
- HACCP (Hazard Analysis and Critical Control Points) (Correct answer)
- FDA 21 CFR Part 110
- ADA Title III
Correct answer: HACCP (Hazard Analysis and Critical Control Points)
HACCP requires monitoring and documenting temperatures at critical control points to prevent foodborne illness.
Question 6: 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:
- Key Performance Indicator threshold
- Brand standard benchmark (Correct answer)
- Regulatory compliance requirement
- Operational cost metric
Correct answer: Brand standard benchmark
Brand standard benchmarks are minimum performance levels set by a hotel brand to ensure consistency across all properties.
Question 7: When conducting a root cause analysis after a guest complaint about cold food delivery, which tool is most appropriate?
- SWOT analysis
- Fishbone (Ishikawa) diagram (Correct answer)
- PERT chart
- Break-even analysis
Correct answer: Fishbone (Ishikawa) diagram
A fishbone diagram systematically identifies potential causes across categories like people, process, equipment, and environment.
CHA Quality Assurance & Compliance 2
A hotel's QA audit reveals that housekeeping staff consistently miss cleaning under beds.
Which corrective action best addresses this systemic issue?