CHP Leadership and Human Resources 3 — Questions and Answers
Question 1: A resort GM wants to shift from a directive culture to an empowering one. Which action BEST initiates this change?
- Issuing a memo announcing new values
- Removing middle managers
- Delegating decision-making authority to frontline supervisors with support (Correct answer)
- Hiring new staff with empowerment mindsets
Correct answer: Delegating decision-making authority to frontline supervisors with support
Cultural change becomes real when authority is genuinely delegated and supervisors are supported in using it.
Question 2: Under the Americans with Disabilities Act (ADA), a hotel must provide reasonable accommodation UNLESS it causes:
- Any increase in labor costs
- Undue hardship to the business (Correct answer)
- Discomfort to other employees
- A change in job title
Correct answer: Undue hardship to the business
The ADA requires reasonable accommodation unless the employer can demonstrate it would create undue hardship.
Question 3: Which conflict resolution style is MOST appropriate when a supervisor needs a quick decision during a high-pressure banquet service breakdown?
- Avoiding
- Collaborating
- Compromising
- Competing (directing) (Correct answer)
Correct answer: Competing (directing)
In urgent operational crises, a directing style—where one person decides quickly—minimizes service damage.
Question 4: A hospitality company conducts 360-degree feedback reviews. What distinguishes this from traditional top-down appraisals?
- Only customers evaluate employee performance
- Feedback is collected from peers, subordinates, supervisors, and self-assessment (Correct answer)
- Reviews are conducted annually by a third party
- Compensation is determined solely by peer votes
Correct answer: Feedback is collected from peers, subordinates, supervisors, and self-assessment
360-degree feedback gathers input from multiple raters at all levels for a comprehensive performance picture.
Question 5: An executive housekeeper notices that newly hired room attendants take twice as long to clean rooms as experienced staff. The MOST appropriate corrective action is:
- Issuing written warnings immediately
- Implementing a structured on-the-job coaching program (Correct answer)
- Reassigning new hires to laundry duties permanently
- Reducing the number of rooms assigned with no follow-up
Correct answer: Implementing a structured on-the-job coaching program
Structured coaching addresses the skill gap directly and builds competency in a measurable, supportive way.
Question 6: Which element of the SMART goal framework is MOST often missing in hospitality performance objectives?
- Specific
- Time-bound (Correct answer)
- Actionable
- Relevant
Correct answer: Time-bound
Hospitality goals frequently lack clear deadlines, making it difficult to evaluate whether targets were achieved on schedule.
Question 7: A hotel's housekeeping manager models punctuality, attention to detail, and respectful communication daily. This management behavior BEST illustrates:
- Management by objectives
- Leading by example (role modeling) (Correct answer)
- Total quality management
- Scientific management
Correct answer: Leading by example (role modeling)
Consistently demonstrating desired behaviors for staff to observe and replicate is the definition of leading by example.
CHP Leadership and Human Resources 3
A resort GM wants to shift from a directive culture to an empowering one.
Which action BEST initiates this change?