CHA Quality Assurance & Compliance 5

Question 1

A hotel's general manager wants to prioritize quality improvement efforts on the issues causing the most guest complaints. Which analytical tool is most appropriate?

Accepted Answer

Pareto chart (80/20 rule)

Answer

A Pareto chart identifies the vital few issues causing the majority of complaints, allowing managers to prioritize high-impact improvements.

Question 2

A hotel is required to post its health department inspection score in a visible location for guests. This requirement is best classified as:

Accepted Answer

Regulatory compliance requirement

Answer

Mandatory public posting of health inspection scores is a regulatory compliance requirement enforced by local or state health authorities.

Question 3

Which quality management concept refers to designing hotel processes so that mistakes are physically impossible or immediately obvious?

Accepted Answer

Poka-yoke (mistake proofing)

Answer

Poka-yoke is a quality technique that uses design or procedural constraints to prevent errors from occurring in the first place.

Question 4

A hotel franchise agreement requires the property to maintain a minimum guest satisfaction index (GSI) of 80%. Falling below this threshold for two consecutive quarters may result in:

Accepted Answer

Franchise agreement termination or probation

Answer

Sustained failure to meet brand-mandated GSI thresholds can trigger franchise probation or termination of the franchise agreement.

Question 5

Under the Fair Labor Standards Act (FLSA), a hotel's QA team is auditing payroll compliance. Which practice would represent a violation?

Accepted Answer

Requiring non-exempt employees to work off-the-clock during pre-shift setup

Answer

Requiring non-exempt employees to work without compensation (off-the-clock) is a direct FLSA violation subject to back pay and penalties.

(CHA) Certified Hospitality Administrator Practice Test

(CHA) Certified Hospitality Administrator Practice Test

CHA Quality Assurance & Compliance 5