CHP Leadership and Human Resources 2 — Questions and Answers
Question 1: A hotel manager notices two departments consistently missing service targets. Which leadership approach is MOST effective for diagnosing root causes?
- Immediately replacing department supervisors
- Conducting a structured root cause analysis with frontline staff input (Correct answer)
- Increasing monitoring and surveillance of employees
- Mandating overtime until targets are met
Correct answer: Conducting a structured root cause analysis with frontline staff input
Structured root cause analysis involving frontline staff uncovers systemic issues rather than symptom-treating.
Question 2: Under the Fair Labor Standards Act (FLSA), which hospitality workers are typically classified as non-exempt?
- General managers earning a fixed salary above the threshold
- Banquet servers paid hourly (Correct answer)
- HR directors with hiring authority
- Executive chefs with full managerial discretion
Correct answer: Banquet servers paid hourly
Hourly banquet servers performing non-managerial duties are non-exempt and entitled to overtime pay under FLSA.
Question 3: A new front desk supervisor wants to build team cohesion quickly. According to team development theory, which stage should they expect FIRST?
- Performing
- Norming
- Forming (Correct answer)
- Storming
Correct answer: Forming
Tuckman's model begins with Forming, where team members orient themselves and establish initial relationships.
Question 4: Which HR metric BEST measures the effectiveness of a hotel's employee retention strategy?
- Average daily rate (ADR)
- Turnover rate by department (Correct answer)
- Occupancy percentage
- Revenue per available room (RevPAR)
Correct answer: Turnover rate by department
Turnover rate by department directly reflects how well retention strategies are working across different areas.
Question 5: A food and beverage director uses data on guest feedback scores to reward top-performing servers. This approach exemplifies which leadership theory?
- Servant leadership
- Laissez-faire leadership
- Transactional leadership (Correct answer)
- Authentic leadership
Correct answer: Transactional leadership
Transactional leadership uses reward and recognition tied to measurable performance outcomes.
Question 6: When creating a succession plan for a resort's management team, which step should occur FIRST?
- Posting external job listings for leadership roles
- Identifying critical positions and potential internal candidates (Correct answer)
- Offering retention bonuses to all current managers
- Restructuring the organizational chart
Correct answer: Identifying critical positions and potential internal candidates
Succession planning begins by mapping which roles are critical and assessing internal talent that could fill them.
Question 7: An HR manager at a large hotel discovers that a protected-class employee was passed over for promotion without documented justification. The primary legal risk is:
- A wage theft claim
- A disparate treatment discrimination claim (Correct answer)
- A workers' compensation lawsuit
- A breach of contract suit
Correct answer: A disparate treatment discrimination claim
Undocumented promotion decisions affecting protected classes expose the employer to disparate treatment discrimination claims under Title VII.
CHP Leadership and Human Resources 2
A hotel manager notices two departments consistently missing service targets.
Which leadership approach is MOST effective for diagnosing root causes?